Resident feedback has played a key role in improving clarity and transparency around building cleaning services across the city.
During routine block inspections carried out by our Block Champions, residents raised questions about the Building Cleaning Team’s responsibilities and what services are included within their service charges. This feedback highlighted the need for clearer, more consistent information for residents living in high‑, medium‑ and low‑rise buildings.
The concerns raised during inspections were shared with the Multi Storey Living Group, who responded positively by establishing a Task and Finish Group to look into the matter in more detail.
The group worked collaboratively with the Building Cleaning Team and the Business Insight and Quality Manager to review the existing Service Level Agreement. The aim was to make the document clearer, more comprehensive and easier for residents to understand.
Following six months of constructive discussions and partnership working, a revised Service Level Agreement was agreed and officially signed by the Chair of the Multi Storey Living Group on 31 March 2026. While this was a major overhaul, the key improvements include:
- Clearer wording and an improved overall structure
- Updated cleaning work schedules to better reflect services provided
- A comprehensive list of all addresses covered by the service, including offices, flats and housing schemes
- Clear inclusion of all high‑, medium‑ and low‑rise flats
- Updated and transparent costings for the cleaning service
These changes mean residents now have a better understanding of what cleaning services are provided and how service charges are calculated. The updated agreement supports greater transparency, consistency and accountability across our cleaning services.
This work demonstrates our continued commitment to listening to residents, working collaboratively, and improving services based on resident feedback.
If you live in a high‑ or low‑rise flat and would like to be part of the Multi Storey Living Group, which meets once a month, we would love to hear from you.
To find out more or join the group, please contact the Tenant Participation Team:
- 📧 tenant.resident@hullcc.gov.uk
- 📞 01482 612010