Winter 2025/26
The magazine for the residents of Pickering and Ferens Homes
In and around the Community
Refer a Friend Earn £75 with PFH!
Become a Mystery Shopper
3
10
15
PFH_NewsletterWinter_Nov25.indd 1
06/01/2026 11:34
What’s been happening
in the community? It’s been a wonderfully busy Autumn and Winter, with everything from day trips and live entertainment to buffets and our ever-popular community gatherings. There’s certainly been no chance to be bored! Our events programme is designed to make it easy to fill your diary with something new to enjoy, whether that’s trying an activity for the first time, joining in with a social get-together, or picking up a new skill. You can find out what’s coming up by visiting our website: www.pfh.org.uk
“
We’d love to see you at one of our events soon. And don’t worry if you’re coming along on your own, lots of people do, and it’s a fantastic way to meet new friends, have fun, and get involved.
Welcome from Claire
Hello and welcome to the Winter edition of People First!
In this edition, you’ll find plenty to catch up on, from highlights of what’s been happening recently, results 2
Winter 2025/26
PFH_NewsletterWinter_Nov25.indd 2-3
from our recent staff survey and news about how your feedback is helping us make things even better. Thank you, as always, for being such an important part of our community.
Claire
/
I hope you’re keeping cosy as the days turn colder. Winter is a wonderful time to come together, and it’s been such a joy to see so many of you at recent events and activities. Your smiles, stories and ideas really do make our communities special, so please keep them coming!
Keep up to date with events on our website
Winter 2025/26
3
06/01/2026 11:34
Neighbourhood Walkabouts
Join us in your area where we check for any problems and help to keep the communities safe, tidy, and great places to live. The new programme for 2026 is detailed below – we hope to see you when we are in your area. Tuesday 3rd February - 10am
The Jacobs Homes
Wednesday 11th February - 10am
Ada Holmes Circle - Bungalows & RL+ Scheme
Thursday 26th February - 10am
Orchard Garth & Appletree Apartments
Wednesday 4th March - 10am
Tickton
Tuesday 10th March - 10am
Ryde Avenue
If you can’t get out and about, please let us know and we will knock on your door for a chat when we are in your area.
Former Scheme Manager, Ian Smith was appointed to our new Estates Officer role, and had this to tell us about the role so far...
“I started my role as Estates Officer in October, and what a start it’s been! I’ve been out and about getting to know all the areas, estates, and housing developments that PFH owns – and it’s been a real eye-opener. I’ve had the pleasure of meeting most of our gardening teams and have already built some great relationships. I’ve also met many lovely residents and have been working with them to resolve any issues that have come up. So far, so good! Alongside my visits, I’ve also been busy supporting our Property Services Team with back-office tasks – amending invoices, initiating repairs, and keeping things running smoothly behind the scenes. If you see a PFH walkabout happening in your area, please do come out and say hello – I’ll be there and would love to meet you! Another important part of my role involves carrying out compliance checks at our Pop-ins and PFH Plus properties each month. I always take the opportunity to knock on a few doors during these visits to chat with residents, hear how they are doing, and find out what we can do to make life a little easier. I really hope that my presence around our sites will make a positive difference and give residents the chance to share feedback on how things are going and what we could do even better. The Estates Officer role is new to PFH, and it’s certainly a challenge, but I’m absolutely loving it. Here’s to many more months of getting to know our communities even better!”
4
Winter 2025/26
PFH_NewsletterWinter_Nov25.indd 4-5
Winter 2025/26
5
06/01/2026 11:34
Sign up to go digital and save money
Tell us about your heroes! Our PFH Heroes Awards were so well received we have now launched them to run monthly! With different categories to choose from, you can nominate a Good Neighbour or a favourite pet! The nominations will be considered 4 times a year, with the selected winner receiving a £25 voucher!
Find out more here
If you would like to receive People First, the Annual Report, and other publications from us straight to your email address, you could help us to save over £20,000 per year to reinvest in to our homes, whilst reducing our impact on the environment.
Sign up by scanning this QR Code
Fancy a natter? As we get older, we may find we spend more time on our own. This can sometimes feel lonely, boring or make us miss friends or family. If you or someone you know is missing the joy of regular conversation, Age UK can help. Their telephone friendship service matches you with a telephone friend for weekly phone calls at a scheduled time.
You can sign up here
Fire Doors Save Lives Flat front doors are designated as fire doors and ensure the safety and well-being of our residents and the protection of their homes in the event of a fire. Modifications to fire doors will only be considered under exceptional circumstances and in strict adherence to UK Fire regulations and legal tolerances. Please contact us before replacing carpets or underlay in your hallway to prevent impact to fire door performance. 6 6
Winter 2025/26 2025/26 Winter
PFH_NewsletterWinter_Nov25.indd 6-7
Winter 2025/26
7
06/01/2026 11:34
Preventing falls at home
Recommended Contractors
A big thank you to Pat & Betsy from CHCP and Darren, Hull’s first Falls Safety Officer, for visiting Humber View during Falls Prevention Week. They gave a really helpful talk on falls and prevention, highlighting the importance of using lifelines and not hesitating to press them when needed. Residents also enjoyed some light chair exercises to help keep legs and feet strong. Darren shared a demonstration of the equipment used to safely help someone up after a fall, along with plenty of useful information and leaflets for everyone.
G SOO MIN O
N
If you hav en ’t
SOON C
8
ed tr i
it yet, plea se go! it a ve gi
N COM I OO
NG
COMING S
You can find more information here
My PFH Home portal
Connect with us!
We will soon be launching our new My PFH Home portal, where you can manage your home online anytime, anywhere. When it is your turn to be set up on the portal, you will be sent details of how to register for My PFH Home, so watch out for these!
Do you use your PFH Connect device as much as you could? You can contact us, check for messages, give us feedback and report any issues in your home or community, at a time that suits you! If you haven’t tried it yet, please give it a go!
Winter 2025/26
PFH_NewsletterWinter_Nov25.indd 8-9
We know that from time to time, things around your home might need fixing or a little extra attention. Remember, if something is broken or needs repairing, always contact PFH first. Most of the time, we’ll arrange for the repair to be carried out for you. Of course, there are some jobs that fall outside of what we can offer, perhaps you’d like a hand putting up a shelf, assembling flat-pack furniture, decorating, or doing a bit of gardening. We already have a list of Recommended Gardeners, and many residents have told us they’d like us to expand this list to include recommended tradespeople too.
Find out more here PFH will do some vetting and checks, so when you need a tradesperson, we can point you towards someone reliable. You’ll then arrange the work and payment directly with them. To help us build this list, we’d love to hear from you! Do you already have a tradesperson, gardener, or handy helper you rely on? Someone who’s done good work for you in the past? Tell us about them, who they are, what they did, and why you’d recommend them. We’ll get in touch with them to see if we can add them to our trusted network.
Reminder for PFH Residents with Private Gardens If you have your own private garden (not a communal garden), it is your responsibility to keep it well maintained. You can: Take care of it yourself Arrange your own gardener Or make use of PFH’s trusted garden maintenance contractors Keeping your garden neat not only keeps your home looking great but also helps maintain a safe and pleasant environment for everyone. Winter 2025/26
9
06/01/2026 11:34
Refer a Friend
Earn with £75 PFH!
Do you know a friend or family member who might be the perfect fit for one of our short wait properties? Tell them about PFH, if they are: Aged 50 or over (or 60+ for PFH+) Living in Hull or the East Riding Have capital of less than £235,000
When they apply for a home, they simply need to select ‘Refer a Friend’ under ‘How did you hear about PFH?’ on the application form. If they’ve already applied, don’t worry - they can just contact us, and we’ll update their form for them.
What’s in it for you? If your friend or family member is successfully rehoused, and they selected “Refer a Friend” under “How did you hear about PFH?” on their application - then you’ll receive £75 once they’ve moved in!” This scheme focuses on helping people into our short wait properties, so it’s the perfect time to spread the word.
10
Winter 2025/26
PFH_NewsletterWinter_Nov25.indd 10-11
Have a look at the ‘shorter-wait properties’ page on our website for more info!
Advance Payments & Weekly Maintenance Contribution (WMC) PFH asks residents to
Pay 4 weeks’ advance WMC Maintain 4 weeks’ credit throughout your Licence
This helps manage changes in your WMC, benefits, or finances without affecting your account.
Leaving PFH?
You must give 4 weeks’ notice WMC must continue to be paid during notice Benefits won’t cover this period, so you may need to pay any shortfall
Speak to our Income Recovery & Financial Wellbeing Officer if you’re worried about affordability, they can suggest options like small extra weekly payments to stay in credit.
If you pay on the 1st of the month
1st
1st
1st
1st
3rd
1st
Apr 26
May 26
Jun 26
Jul 26
Aug 26
Sept 26
1st
2nd
1st
4rd
1st
1st
Oct 26
Nov 26
Dec 26
Jan 27
Feb 27
Mar 27
15th
If you pay on the 15th of the month
15th
15th
15th
15th
17th Aug 26
Sept 26
15th
16th
15th
15th
15th
15th
Apr 26
Oct 26
May 26
Nov 26
Jun 26
Dec 26
Jul 26
Jan 27
Feb 27
Mar 27
Find out more and contact us here
Winter 2025/26
11
06/01/2026 11:34
Introducing the PFH Smart Flat We know that staying independent is important to our residents. That’s why we have created something new and exciting! A smart-enabled “try-before-you-apply” flat. This flat has been fitted with a range of smart technology, mobility aids, and home adaptations to show just how much these tools can make daily life safer, easier, and more comfortable. The flat has been developed thanks to a £10,000 KCOM Digital Inclusion Grant award. Want to see how a voice-activated device can help around the home? Curious about easy-to-use mobility aids or safety features?
Smart Heating One of our residents recently shared her excitement about her new smart heating system. With just a few taps on a mobile app, she can control the temperature of each room individually, making her home cozy, comfortable, and energy efficient.
Unlike traditional heating, infrared wallpaper warms objects directly, like people, floors, and furniture, without needing to heat the air. Controlled via an app or thermostat, it starts delivering warmth within minutes, combining instant comfort with energy efficiency.
“I love turning on the heat before I get home, my house is warm and ready the moment I walk in!”
Smart, sustainable, and simple to use, this technology is helping our residents enjoy a warmer, greener home. We continue to test the infra-red heating system and this may be available for PFH residents in the future.
You can now step inside the PFH Smart Flat, explore the equipment for yourself, and discover new ways to make life at home that little bit easier.
She’s especially proud to be part of our Eco-Champion initiative and is looking forward to seeing how her next energy bill reflects the savings from smarter heating.
This is your chance to try before you buy, see it, test it, and decide what works for you.
The secret behind this innovation? Infrared wallpaper.
Wondering how technology could support you (or a loved one) to live independently for longer?
Please report any repairs to us If you’re experiencing issues with your home, please contact us directly so we can put things right. We understand how important a safe and comfortable home is, and we’re committed to resolving repairs quickly and fairly.
“I would like to take this opportunity to say that you have put a lot of hard work to bring the Flat No. 32 at Ada Holmes to a Smart Flat. Even we have come away with some of your ideas you have implemented, and I hope we have given you some good ideas as well to add to your Smart Flat”. Trevor & Karina White, PFH Residents
Some solicitors may approach you offering to take legal action on your behalf, but this can often lead to delays and unnecessary stress. By coming to us first, you give us the chance to fix the problem without the complications of legal proceedings. Your wellbeing is our priority – let’s work together to keep your home in good condition. You can report a repair via your PFH Connect, by scanning the QR code or by calling 01482 223 783. If you spot any damp, mould or condensation in your home you should report it immediately by calling 01482 223783 or via your PFH Connect.
here 12 Find out more Winter 2025/26
PFH_NewsletterWinter_Nov25.indd 12-13
Winter 2025/26
13
06/01/2026 11:34
What our staff say about life at PFH
100% Response Rate
We’re proud to share that every single colleague at Pickering & Ferens Homes took part in our 2025 Staff Survey.
100% agree PFH is committed to resident satisfaction and acts on feedback
97% feel their job provides meaning and purpose
95% feel trusted to make decisions in their role
Mystery Shop us! At PFH we aim to deliver first class homes and services to all residents, and we take resident satisfaction and feedback very seriously. The Mystery Shopper feedback will help us to better understand our service performance against our service standards from a resident’s perspective and will help us to check the accessibility of our services to help identify areas for improvement.
To join, contact us by phone, email, or PFH Connect to register your interest, or visit our website here.
Thank you to our amazing team for their honesty and commitment to delivering the very best for residents as a team. 92% of staff believe our directors are trustworthy and provide effective leadership
92% believe our Senior Leadership Team cares about their health, safety, and wellbeing
We’re so proud of the culture we’re creating, The PFH Way means leaders lead by example, and every voice is heard and matters.
At PFH, our people are at the heart of everything. Staff told us: “PFH makes you feel like family and safety and well-being have been managed brilliantly.”
“I am proud to work for PFH and provide a positive service to our residents.”
When 97% of colleagues feel their work makes a genuine difference, you know your part of something meaningful. At PFH, we’re more than just colleagues – we’re all part of The PFH Way.
From our 2025 Staff Survey 97% of staff feel their job gives them meaning and purpose 92% feel they have the tools and skills to lead themselves 100% believe we act on resident feedback 14
Winter 2025/26
PFH_NewsletterWinter_Nov25.indd 14-15
“I really do love working here. I feel like I genuinely make a difference to people’s lives every day.” That’s what makes us proud.
Would you like to lend a hand? Both residents and non-residents can volunteer to support us. Volunteering is a fantastic opportunity to learn new skills, make new friends and spend some time each month making a difference to the local community.
For more information please call 01482 223783, visit our website www.pfh.org.uk or scan the QR code Winter 2025/26
15
06/01/2026 11:34
How we are performing April 1st 2025 – September 30th 2025 Between April 2025 – September 2025, we acknowledged 100% of complaints within timescales, and investigated 100% of complaints within timescales.
Complaints Stage 1
30 complaints received
Complaints Stage 2
1 complaints received
The complaints were about: 4% Staff
9% New Development
21% Repairs
4% Solar Panels
13% Scheme Services
33% Ground Maintenance Communal
4% Planned Works 4% Voids
Your feedback matters When you give us feedback about our services, it helps us to make any changes to improve them. You can give feedback, compliments or make a complaint to us in the following ways:
8% Ground Maintenance Private
Feedback Friday! Thank you for sending your compliments to us about our services too, we share these as part of our ‘Feedback Friday’ on Facebook. If you don’t follow us on there – please do! “Just to say thank you for your brilliant service, you did a good job on our light fitting and fitted a new one, we rang you at 1pm it was repaired by 3pm!”
“Since I have moved in, PFH have been brilliant and delivered a really good service – including the electrical job being completed on the same day as reported.”
“Thank you for including me in the digital taster session! What a brilliant afternoon we had, the activity was so much fun learning about AI and creating digital imagery. Even though I am a little older and less technical I was able to take part and learned so much because of how it was delivered by the facilitators. A great intergeneration activity which was so much fun for us all.” “Thankyou for helping me with my Housing Benefit claim, after losing my wife it was helpful and also nice to sit and have a chat.”
“Thank you for repairing my garden gate – the joiner did a great job, and I am really pleased.”
Via your PFH Connect Device info@pfh.org.uk 01482 223 783 www.pfh.org.uk
Alternatively, scan here
16
Winter 2025/26
PFH_NewsletterWinter_Nov25.indd 16-17
Winter 2025/26
17
06/01/2026 11:34
How are we performing?
Tenant Satisfaction Measures Tenant Satisfaction Measures have been introduced by the Regulator of Social Housing (RSH) to assess how well housing providers are doing at providing good, quality homes and services.
100%
100%
100%
100%
Gas safety checks
Fire risk assessments
Asbestos Surveys
Legionella risk assessments
12.39
1.38
100%
ASB Cases open
Hate crime cases
(per 1000 homes)
(per 1000 homes)
of homes meet the Decent Homes Standard
99.03%
20
24
Emergency repairs completed on time
working days target timescale for non-emergency repairs
hours target timescale for emergency repairs
responsive repairs not completed
20.64
0.68
stage one complaints received
stage two complaints received
100%
100%
(per 1000 homes)
(per 1000 homes)
stage one complaints response times
stage two complaints response times
We continually monitor our performance against Tenant Satisfactions Measures and will be reporting on these quarterly. By monitoring customer satisfaction on an ongoing basis, we can react quickly to any changes in satisfaction and ensure we keep improving services to our customers. Please view our satisfaction and performance results as of as of 30th September 2025 below:
95%
94%
96%
98%
overall satisfaction with our services
satisfied with repairs service
satisfied with time taken for repair
satisfied home is well maintained
92%
94%
97%
satisfied landlord listens
satisfied landlord keeps tenants informed
satisfied landlord treats tenants fairly
98% satisfied home is safe
18
62%
95%
satisfied with complaints handling
satisfied with communal areas
Winter 2025/26
PFH_NewsletterWinter_Nov25.indd 18-19
90% satisfied with landlords’ contribution to neighbourhood
99.23% non-emergency repairs completed on time
56
91% satisfied with approach to ASB
Find out more about how you can get involved with shaping our services here www.pfh.org.uk/get-involved Winter 2025/26
19
06/01/2026 11:34
01482 223 783 Pickering and Ferens Homes, 7 Beacon Way, Hull HU3 4AE info@pfh.org.uk facebook.com/Pickering.Ferens @pfh_hull linkedin.com/company/pfh-hull
Winter 2025/26 20
PFH_NewsletterWinter_Nov25.indd 20
Winter 2025/26
06/01/2026 11:34