Independent · not part of Pickering and Ferens Homes
Pickering and Ferens Homes repairs: how to report a repair, phone numbers and timescales
How to report a repair to Pickering and Ferens Homes: the repairs phone number and emergency line, reporting a repair online, and how long Pickering and Ferens has to fix it.
By Ben Miller, housing disrepair specialistChecked 9 October 2026 · How we checkSource: pfh.org.uk
Has Pickering and Ferens Homes been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Pickering and Ferens’s repair contactsFree to check · About 2 minutes
Emergency? If you smell gas, leave and call 0800 111 999 now. For a flood, fire or loss of power, Pickering and Ferens’s emergency line is here.
How to report
Reporting a repair to Pickering and Ferens Homes
- 01Phone or report online. Emergencies are by phone only.
- 02Say what’s wrong and where. Mention damp, mould or anything dangerous straight away, and how long it’s been a problem.
- 03Get a reference number. Write it down with the date, and keep photos of the problem.
- 04Chase it if it’s late. If Pickering and Ferens misses its own target, complain. You may also be able to claim.
- PFH Connect deviceEmergency repairs can also be reported through your PFH Connect device
- Resident portalhttps://www.pfh.org.uk/residents/resident-portal/ (sign-in needed)
- Emailinfo@pfh.org.uk
Emergency repairs
When to call Pickering and Ferens straight away
Phone Pickering and Ferens straight away if anything puts someone in danger or leaves your home unsafe. Open 24 hours for emergencies: outside office hours calls go to the out-of-hours service. Office hours are weekdays, mostly 9am to 5pm (Wednesday from 10:30am, Friday until 4:30pm). The number is in Pickering and Ferens’s repair contacts.
- 01Someone has broken in
- 02Serious leaks from pipes
- 03Vandalism that leaves your home insecure
What counts as an emergency, from pfh.org.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Pickering and Ferens.
Timescales
How long Pickering and Ferens Homes has to fix it
Pickering and Ferens doesn’t publish repair targets on its website. These are the legal limits under Awaab’s Law.
| Type of repair | Pickering and Ferens’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Damp and mould that’s a significant risk | Damp and mould reports are triaged: emergency cases get an inspector or contractor within 24 hours (or temporary accommodation if needed), and other cases an inspection within 10 working days. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Pickering and Ferens’s damp and mould commitment, checked 9 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a repair and it still isn’t fixed? You could claim compensation.
Start your claimYour options
If Pickering and Ferens Homes doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Pickering and Ferens for you. It asks for the repairs to be done and claims compensation, usually worked out as a share of the rent you paid while the problem wasn’t fixed.
Start your claim Free to check, and we don’t charge you. If a solicitor takes your claim on, they work on a no win, no fee basis and must explain their fee in writing before you agree to anything. See feesComplain
Complain to Pickering and Ferens
This can get Pickering and Ferens to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Pickering and Ferens to put things right.
How to complain to Pickering and FerensYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Pickering and Ferens
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Pickering and Ferens
Acknowledged within 5 working days, with a reply within 10 working days of that (the Code’s limits).
- Stage 2
Ask for a review
If you’re not happy, a reply within 20 working days (the Code’s limit).
- Then
Housing Ombudsman
Independent. It can order Pickering and Ferens to put things right.
Pickering and Ferens’s record
How Pickering and Ferens Homes performs on repairs
Jun 2025: The regulator found it is delivering the consumer standards overall, with an up-to-date record of its homes’ condition and an effective, timely repairs service.
of Pickering and Ferens tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Pickering and Ferens in 2024/25 were maladministration.
Sources: Regulator of Social Housing judgement, 25 June 2025; Pickering and Ferens tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Contacts
Pickering and Ferens Homes’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Pickering and Ferens Homes repairs: questions
What is Pickering and Ferens Homes’s repairs number?
01482 223783. Open 24 hours for emergencies: outside office hours calls go to the out-of-hours service. Office hours are weekdays, mostly 9am to 5pm (Wednesday from 10:30am, Friday until 4:30pm).
What is Pickering and Ferens Homes’s emergency or out of hours repairs number?
01482 223783 (Repairs line). Open 24 hours for emergencies: outside office hours calls go to the out-of-hours service. Office hours are weekdays, mostly 9am to 5pm (Wednesday from 10:30am, Friday until 4:30pm).
Can I report a repair to Pickering and Ferens Homes online?
Yes, at pfh.org.uk/residents/report-a-repair. Online form for non-emergency repairs; no account needed. PFH aims to reply within 5 working days.
What does Awaab’s Law mean for Pickering and Ferens Homes tenants?
Since 27 October 2025, Pickering and Ferens must investigate emergency hazards and make them safe within 24 hours, and investigate significant damp and mould hazards within 10 working days. From 30 November 2026 the law covers more hazards, including excess cold, electrical hazards, falls and fire. Pickering and Ferens’s own damp and mould commitment: Damp and mould reports are triaged: emergency cases get an inspector or contractor within 24 hours (or temporary accommodation if needed), and other cases an inspection within 10 working days.
How do I complain about a repair to Pickering and Ferens Homes?
Complain to Pickering and Ferens first, online, by email (info@pfh.org.uk) or by phone on 01482 223783. It should acknowledge your complaint within 5 working days and reply within 10 working days of that. If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Can I claim compensation from Pickering and Ferens Homes?
You could, if you reported a repair and it wasn’t fixed in a reasonable time. A law firm on our panel can take it up with Pickering and Ferens Homes for you. It’s free to check.
Start your claimIs Report Repair part of Pickering and Ferens Homes?
No. Report Repair is independent and not part of Pickering and Ferens Homes or any council or housing association. We show Pickering and Ferens’s own repair contacts, and if a repair you’ve reported hasn’t been fixed, we can introduce your claim to a law firm on our panel.
Repair problems
What Pickering and Ferens has to fix, by problem
Not Pickering and Ferens?
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Reported a repair to Pickering and Ferens Homes and still waiting?
About 2 minutes. No documents. Free to check.