Each quarter, we publish a report about the compliments, complaints and suggestions received by Hull City Council’s Neighbourhoods and Housing service. They tell us where we need to improve, as well as what we’re getting right.
The full reports are available on our Performance and News page. Here, we have summarised the latest report, covering Quarter 4 of 2025-2026, relating to January to March 2026.
Stage 1 is our initial formal investigation and written response to a complaint.
Stage 2 is a review of that complaint when the tenant is not satisfied with the outcome of Stage 1.
What tenants told us
The most common reasons for complaints:
- Quality of service
- Poor communication
- Delays in completing work or taking action
- Customers not being kept updated
- Inconsistent or incorrect information
- Issues with professionalism and customer service
- Delays involving repairs, adaptations and allocations
- Lack of co-ordination between teams and contractors
What we learned from complaints
We use complaints to identify opportunities for improvement and prevent similar issues from happening again.
Themes we identified during 2025-2026:
- Delays in responding to service requests
- Customers having to chase for updates
- Communication that was unclear, inconsistent or untimely
- Record keeping not always being accurate or up to date
- Service standards falling below customer expectations
- Better co-ordination needed across teams and contractors
Improvements we are making
During 2026-2027 we are focusing on:
- Monitoring and progressing service requests more effectively
- Improving the quality, consistency and timeliness of communication
- Keeping tenants informed throughout their case
- Improving professionalism and customer interactions
- Providing clearer and more accessible information
- Managing tenant expectations where delays occur
- Strengthening partnership working between teams and contractors
- Improving record keeping and data accuracy
Many compliments recognised staff professionalism, support provided to tenants and the quality of completed work.
Learning from Ombudsman investigations has been shared across services to improve communication, complaint handling and service delivery.
Most respondents reported that they found it easy to make a complaint and were satisfied with the updates they received during the complaint process.
Our commitment
We welcome complaints, compliments and feedback as an opportunity to learn and improve.
Complaints continue to be reviewed regularly to ensure we meet the expectations of our customers, the Regulator of Social Housing and the Housing Ombudsman Service.