Customer feedback scheme

Welcome to Hull City Council’s new website. We hope you like our new design and find it easy to use. You can tell us what you think, or make suggestions for improvements, using this form.

Through our feedback scheme you can -

  • compliment us - we are always pleased to know that we are providing a good service or that our staff are doing a good job and it helps us to know we are developing services in the right way
  • provide your comments - let us know if have an idea that would help us improve the way we do things
  • raise concerns - tell us if you think we should look at something to help avoid a problem happening
  • make complaints - express dissatisfaction with the quality of any of our services either provided by us, our partners or a contractor

Do not use this form for -

What happens next

Compliments

Your compliments are always passed onto our staff so they know you appreciate the work they are doing.

Comments or concerns

When we get a comment or concern we -

  • make sure it reaches the right people to look at it
  • let you know when it was sent to them
  • tell you what action may be taken as a result, wherever possible

Complaints 

When you make a complaint we promise to -

  • keep you informed
  • treat you fairly
  • look into your case fully and properly
  • agree a suitable solution wherever possible and carry it out as soon as we can
  • try to avoid the same thing happening again

We provide a fair and reasonable complaints service and make it as accessible as possible.  However, there are times when the frequency or type of contact from a complainant hinders our consideration of their complaints, or those made by other people. If this happens then, on a case-by-case basis,  we may decide to limit the ways that the complainant can contact us.

Complaints procedure

Stage one

Within three working days we will -

  • acknowledge your complaint 
  • tell you if you need to follow one of our alternative complaints procedures
  • advise you if mediation needs to be used alongside the complaints procedure to resolve a complex or long standing issue

for more information on our mediation policy refer to the files section

Within 10 working days we aim to send a full response or we will -

  • tell you if it will take us longer to provide a full response and when you can expect an answer
  • let you know if we need more information
  • advise you if you must fill in a form as you are complaining for someone else

If you are not happy when you receive your response you have 28 days to tell us if you wish to progress your complaint to stage two.

Stage two

At stage two -

  • a different person reviews your case using any additional information to help us
  • we aim to send a full response within 20 working days

If you are not happy when you receive your stage two response you have 28 days to tell us if you wish to progress your complaint further.

After stage two

You can choose to end your complaint under our procedure and -

  • take steps to contact the relevant ombudsman
  • ask if a panel of our elected members to consider your complaint
  • if you are a council tenant and your complaint is about us as your landlord, you can contact a designated person to help find a solution

If you are not satisfied with the outcome you may wish to contact the local government ombudsman.

Visit the local government ombudsman website 

Elected members panel

You will receive a response within 20 working days advising if your case can go before a panel.

If it can you will be invited to state your case before the panel and can bring a friend or family member to support you. You do not have to come in person.

You are usually given the outcome at the end of the meeting.

Designated person

A designated person can help resolve the complaint with us or refer your case, with your permission, to the Independent Housing Ombudsman.

Your designated person can be a -

​If you choose to self refer, the ombudsman will not consider your case until eight weeks after our complaints process.