Pickering and Ferens Homes (PFH) have once again received exceptional feedback from residents, with the newly released 2025 Resident Satisfaction Survey showing consistently high satisfaction across all major service areas.
The survey, independently conducted by Acuity, gathered 760 responses across postal, online and telephone channels: one of the organisation’s highest engagement levels to date.
An impressive 93% of residents said they were satisfied with the overall service they receive from PFH. This figure remains significantly above national averages and reinforces PFH’s position as a high‑performing provider of independent living for older people.
Nearly two‑thirds (66%) described themselves as “very satisfied”, and 80% of all residents said they would recommend PFH to others, giving the organisation a Net Promoter Score of +72, significantly higher than the typical housing sector benchmark.
PFH’s performance remains strong across all core services, with 94% of residents satisfied with repairs in the last 12 months, praising quick responses and professional staff. Residents also feel secure and well supported at home, with 95% saying their home is well maintained and safe, and many highlighting recent improvements and the sense of being “looked after.” Customer service continues to excel, with 93% saying PFH is easy to deal with, reflecting consistently positive feedback about staff friendliness and willingness to help. PFH’s community activities are also having a clear impact, with 90% of residents who attend saying they have made new friends, helping to reduce isolation and build stronger connections.
While overall feedback was overwhelmingly positive, residents highlighted specific areas where further improvements would be welcomed and PFH has committed to reviewing these themes as part of its ongoing service improvement planning.
John Glenton, Chair of the PFH Board, said:
“These results reflect the commitment, compassion and professionalism shown every day by our staff and partners. We are incredibly proud that 93% of residents are satisfied with our services and that so many feel safe, supported and part of their community.
Our role as a provider of independent living goes beyond bricks and mortar, it’s about dignity, wellbeing, and connection. Resident feedback is invaluable in shaping the services we deliver, and we remain firmly committed to listening, improving, and investing in the things that matter most to the people who live in our homes.”
