Our Customer Access Focus Group came together in October in their final meeting of the year to review and scrutinise the latest performance figures from our Customer Services department.
In short, the number of calls coming into the council are decreasing, however did you know that if you are waiting for more than 5 minutes to speak to an advisor, you can now request a callback? This means that you can carry on with your day, and you’ll be called back when you’re at the front of the queue. The Customer Access Focus Group heard that in September alone, out of the 24,000 calls that came into the 300300 Call Centre, around 4,500 of these opted for a callback? Looking at Housing related calls, 24% of New Repair Calls and 55% of Existing Repair Calls were initiated through callbacks, and the only other department to achieve rates like this is Council Tax.
This is something that the Customer Access Focus Group have been requesting for a number of years, and they are delighted that the feature has been implemented. The group will be meeting again on Tuesday 22nd January 2026 at 10am in The Guildhall. If you’re interested and would like to attend, please let the Tenant Participation Team know by emailing Tenant.Resident@hullcc.gov.uk