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Public toilets around Hull City Centre
Loss of power to Switch 2 meter and heater system controls
Public toilets around Hull City Centre

What happens to my feedback?

Home / Council and democracy / Consultation and feedback / What happens to my feedback?

Please be aware that the information given on this page relates to feedback and complaints that are following the Council’s Corporate Feedback Scheme only.

Feedback or complaints regarding

  • Adult Social Care
  • Children and Families
  • Schools
  • Data Protection
  • Freedom of Information requests

are handled differently.

Access information on how your feedback or complaint will be handled 

If you wish to submit your feedback anonymously, it will be recorded as a suggestion and no response will be provided.

Compliments

Your compliments are always passed onto our staff, so they know you appreciate the work they are doing. When we get a compliment, we will make sure it is passed to the right people, and we will tell you when we have done this.

Suggestions

We welcome your suggestions as to how we can improve the services we deliver to you. If you complain about why we do things, not what we do, we will treat this as a suggestion and not a complaint.

When you make a suggestion we will -

  • make sure it reaches the right people to look at it
  • let you know when it was sent to them
  • if applicable, we will provide you with a response regarding any action we may take as a result of your suggestion

Complaints

When you make a complaint we promise to - 

  • keep you informed
  • treat you fairly
  • look into your case fully and properly
  • try to find a suitable solution wherever possible

If this is the first time you are reporting an issue to us, we may decide to treat this as a request for service or as a concern.

You should make us aware of your complaint within 12 months of the incident happening or within 12 months from when you first became aware that you had reason for complaint. If your complaint is received later than this, we may not be able to be fully investigate it.

We provide a fair and reasonable complaint service and make it as accessible as possible. However, there are times when the frequency or type of contact from a complainant delays 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.

We would request that you treat the Council and its employees with dignity and respect when submitting complaints and feedback. We reserve the right to cancel any complaint that contains excessive foul and abusive language.

Please be aware, if we need more time at any stage of the process or require signed permission from the complainant if you complain on their behalf, we will tell you when we expect that we can answer in full.

Complaint - Stage 1

Within 3 working days we will -

  • acknowledge your complaint
  • tell you if you need to follow one of our alternative complaints procedures

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

  • 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 remain unhappy and wish to request that your complaint moves to Stage 2, please tell us your reasons why within 28 days of your Stage 1 response. We will then let you know within 3 working days if your complaint can move to the next stage. We may not escalate complaints to the next stage if not accompanied with valid reasons or because you disagree with the outcome at Stage 1. To see what criteria we will assess your request for a Stage 2 complaint against please see the customer feedback process leaflet.

PDF icon Hull City Council Corporate Customer Feedback Process

Complaint - Stage 2

At stage 2

  • 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 2 -

  • you can choose to end your complaint under our procedure
  • take steps to contact the relevant ombudsman
  • ask if a panel of our elected members can 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

Request for an Elected Members Panel

A manager will assess whether your complaint is eligible for a Members Panel.

The criteria can be found in our complaints process leaflet and will be outlined in your Stage 2 response -

If your request for Member Panel is successful it is expected that the appeal date will be arranged within 1 month and the appeal will take place within 2 months. . 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.

If you are not satisfied with the outcome you may wish to contact the Local Government and Social Care ombudsman.

Visit the Local Government and Social Care ombudsman website to find out more

Or if your complaint is about the Councils role as your landlord you can contact.

The designated tenants complaints panel made up of local tenants who review your complaint as an independent body. 

You can also choose to contact the Housing Ombudsman directly. You can approach them at any time to seek advice about your complaint.

Visit the Independent Housing Ombudsman website to find out more

Related content

  • Customer feedback and complaints
  • Other places we are available
  • Freedom of information requests
  • Equality and diversity forums and networks
  • The Wilson Centre
  • Monthly Feedback Performance Statistics
  • Contact us
  • Orchard Customer Service Centre
  • Housing Ombudsman Complaint Code Self-Assessment
  • Customer Service Centres

Other Links

  • Local Government and Social Care Ombudsman
  • Independent Housing Ombudsman

Comment on this page

Help us to improve this page by telling us when something isn’t right such as incorrect content or a link not working. Please don't include any personal or financial information, for example your contact details or credit card number. We are unable to respond directly to feedback form submissions. You can also get in touch with us by following these links -

Contact us – for general enquiries
Satisfaction – to tell us about your website experience
Feedback – for compliments, comments, concerns or complaints

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