We are always happy to speak to you and help with any questions you may have about our services, but you may find the information you need here.
Residents frequently asked questions
We’ve answered some of the most common questions here. If you have a question that we’ve not covered, get in touch.
Extra Support and Services
At PFH Plus schemes, residents can have their well-being checked daily (Monday to Friday) by the Scheme Manager, either with a door knock or a quick chat in communal areas. For added peace of mind, our PFH Connect service allows residents to press an “OK Each Day” button, even on weekends and bank holidays, to let us know everything is fine.
In non-sheltered accommodation, the PFH Connect device works every day of the year. Once the button is pressed, it registers with Housing Proactive, and no further action is needed that day. If not pressed by the agreed time, a reminder call will be made. If there’s still no response, Housing Proactive will call the resident or, if necessary, contact a key holder or next of kin. Residents can notify Housing Proactive if they’re away.
Yes, if you have a hard-wired or dispersed lifeline system (Smart Hub) in your home, you can request a pendant. Simply inform your Area Coordinator or Scheme Manager, and they will help arrange the installation and programming. There’s no charge for installing pendants, but there may be a fee if a Smart Hub or other telecare equipment is needed. Lost or damaged pendants may also incur a replacement cost.
Please contact the office, and the Area Coordinator or Scheme Manager will check the connection. We’ll also reach out to Astraline to run a remote check for any faults. If a fault is found, we’ll raise a works order to fix it.
To book the guest room, please contact the Scheme Manager at the relevant sheltered scheme. Payments can be made through the Customer Services team.
Moving out
When a resident moves out of a PFH property, a four-week notice period is required to allow time to clear the property. However, if the resident has passed away, the notice period can be reduced to two weeks. If keys are returned within two weeks, no further rent (WMC) will be charged for the remaining two weeks.
If keys are returned later, rent will be charged until the Monday after key return. Any outstanding WMC is expected to be paid from the estate. For all other circumstances, a four-week notice period applies, with rent charged until the end of the notice. Please inform our Customer Support team as soon as possible using the provided form. You will also receive a letter with all necessary details.
If you are already named on the Licence, it will continue. If you are not named but are over 60 and meet all other criteria, the Licence may be transferred to your name. The Area Coordinator will assist with this process and update relevant parties like Astraline and Housing Benefit.
If you are under 60, you will be considered a Non-dependent and not eligible to live in the property, unless it is in a 50+ area. Non-dependents, such as a spouse, relative, or carer, will need to find alternative housing after the licensee’s death. This would have been explained when the property was originally let.
Please collect all keys to the property, including any given to family, friends, carers, or other key holders. Leave one key in the key safe outside the property and the rest in the kitchen drawer. Let us know when you’ve done this and provide the key safe code.
Alternatively, you can return the keys to our office at 7 Beacon Way, Hull, HU3 4AE. This includes any spare keys you’ve had cut yourself. If all keys are not returned, a lock change may be required, and you could be charged for the cost.
All furniture must be removed from the property before returning the keys. Carpets, curtains, and blinds may be left if they are in good, clean condition, but only with the Area Coordinator’s approval and after signing a waiver form. Any furniture left in the property or garden without prior agreement will be removed, and the outgoing resident or their representative will be charged for the removal.
You should complete this form to tell us about your upcoming move. Alternatively, you can call us on 01482 223783.
General Housing
Residents can contact Hull City Council at 300300 to request assistance with bin collection due to disability. If your bin collection is missed, you can also call the same number to request a special collection. If you live in an East Riding property, please see the East Riding Council website for more details: https://www.eastriding.gov.uk/environment/bins-rubbish-recycling/bins-and-collections/help-putting-your-bin-out/
Parking spaces aren’t assigned to specific residents—they’re shared and can be used by anyone living in or visiting the area. The only exceptions are for homes that have a private driveway or a carport, which usually applies to certain properties designed for people with disabilities.
If you’re not sure whether this applies to your home, feel free to get in touch—we’re happy to help!
To keep our records up to date, please complete the Resident Representative Form with your new contact number(s). This includes updates for yourself, as well as any next of kin or key holder details.
It’s especially important to keep emergency contact numbers current, as these may be shared with services like Astraline or Housing Proactive (if applicable) and could be vital in the event of an emergency or illness.
Yes, you’re welcome to get in touch with our Customer Services team to discuss the possibility of an internal transfer. They’ll check your eligibility and guide you through the next steps.
Internal and external transfer requests are assessed using the same criteria, and we always take individual circumstances into account. For example, someone living in a first-floor flat with no lift who’s having difficulty with stairs may be more likely to qualify for a move than someone already in a ground-floor or one-level home.
Even if you’re currently considered to be suitably housed, you can still apply, but please note that you may not be given priority unless there’s a clear need.
Another option to consider is a Mutual Exchange, where residents effectively swap homes with each other. If this is something you’re interested in, you can register and search for possible matches on the HomeSwapper website.
If you’d like to chat through your options or need help getting started, feel free to give us a call and ask to speak to our Area Coordinators, they’ll be happy to help.
Some of our housing schemes qualify for a Concessionary TV Licence, which means you may only need to pay £7.50 per year if you’re under 75, or nothing at all if you’re over 75.
If you’re part of a qualifying scheme, we’ll take care of renewing the licence and hold the main licence at our office. You’ll receive a letter requesting the £7.50 payment, which will then be added to your rent account for convenience.
All sheltered housing schemes, including the surrounding bungalows, are included, except for Wheatfield Close and some residents on Faroes Close. Other qualifying schemes include:
Barham Road, Eleanor Scott Cottages, Ferens Haven, Frederic Reckitt Haven, Juliet Reckitt Haven, Mrs Richardson’s Charity (Hull & Bridlington), Pickering Crescent, Rosedale Grove, Sir James Reckitt Village Haven, Southcoates Lane, and Staveley Road.
If your home isn’t part of one of the above schemes, you’ll need to arrange your own TV licence.
Got more questions?
We have more FAQs on the pages below.
