How can we help you?
Please be aware that due to Coronavirus, all PCH buildings are closed to the public until further notice.
The best way to contact us is to go through the MyPCH online self-service portal. MyPCH lets you access your PCH rent account, report repairs and update your contact details from your mobile, tablet or PC, 24/7, wherever you are. Find out more about MyPCH, including our FAQs.
You can also make an online payment here or use our 24 hour automated payment line on 0800 032 7100
Alternatively, you can fill in the form below and one of our customer services team will be in touch.
Read our Privacy Notice.
Customer Service Standards
We aim to deliver the highest standards of customer care at Plymouth Community Homes.
With the current situation, there may be a delay in our response times. We would like to thank you for your patience.
To achieve this, we've developed a customer charter and set of customer service standards in consultation with our residents.
The charter sets out things like how we communicate with you, how you can access our services and how we can keep you informed and fairness and equality.
It covers the service you can expect from us in terms of advertising our homes, signing your tenancy and moving in, environmental services, estate inspections, anti-social behaviour and resident involvement, among others.
Read the Customer Service Standards
Complaints and Comments
We aim to deal with any feedback from customers at the first point of contact and as quickly as possible.
Our Customer Complaints and Comments Policy sets out how we will deal with customer feedback, how it will be used to understand customers expectations and experiences and how it will improve service delivery.
Read the Customer Complaints and Comments Policy
Housing Ombudsman Complaint Handling Code Self Assessment
Plymouth Community Homes (PCH) is expected to comply with the Housing Ombudsman Complaint Handling Code, and publish a self-assessment form, which demonstrates compliance with the code. The Housing Ombudsman expects landlords to carry out regular self-assessment against the Code and take appropriate action to ensure their complaint handling is in line with the Code. This published assessment is the first to be completed.
Read the Housing Ombudsman Complaint Handling Code Self Assessment
