As your landlord, we’re committed to listening, learning, and improving. Your feedback helps us to do this and to strengthen our service. Between April to September 2025, we received 624 pieces of feedback relating to repairs and other issues. This included 464 complaints and 160 compliments or suggestions.
Here are some of the actions we’ve taken.
- There was an issue identified with the IT system where it had not been updated with the fact that a property was adapted, which led to the offer of a home being made incorrectly. This has resulted in policy and process reviews across Allocations, Housing, KWL and Adaptations teams.
- We received several complaints about service requests not being answered. Staff have been reminded to respond within five days, and we are reviewing evidence to understand and tackle any wider issues.
- Following a review of performance, all void properties will receive a joint quality assurance inspection by HCC and KWL before homes are handed back to the Allocations Team and let.
Our Senior Management Team and tenant representatives regularly review all feedback.
If you’d like to get involved, contact our Tenant Participation Team at tenant.resident@hullcc.gov.uk or 01482 612 101.
Your voice matters.