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Tenant participation
 See also
If its local be vocal
 Web links
Facebook - tenant participation page

If it's local be vocal logoGetting involved in tenant participation

We offer a wide range of ways for people to get involved and you can choose the method that best suits you.

Tenants’ Forum

The Tenants’ Forum gives tenants the opportunity to give feedback and discuss issues that affect housing, before any decisions are made. Membership is open to all tenants, residents and interested parties from across the city.
Tenant participationThe forum has adopted a code of conduct and terms of reference, so that all members understand and agree how it should function and to ensure that their work is carried out openly, efficiently, fairly and in a business-like manner.
Dates and times of forum meetings can be found customer service centres and information points or events calendar. 

Find your nearest customer service centre or information point

Access our events calendar

A forum pack is sent out to members of the tenants’ forum before each meeting which gives details of that month’s forum agenda, previous month’s forum minutes and feedback forms from any tenant participation activities that have taken place since the last forum. The latest forum packs are available to download below -

Performance Monitoring Panels

There are four performance monitoring panels centred around the Homes and Communities agency standards.

Find out more about the HCA and their national standards (link opens in a new window)

The groups monitor performance information, evaluate customer feedback and raise concerns with the Tenants' Forum.

The groups meet every three months and all Hull City Council tenants are welcome to join. If you are not a council tenant but you live on a council estate you can join the Neighbourhood and Community Performance Monitoring Panel.

  • Tenant Involvement, Empowerment and Customer Services Standard Monitoring Panel - discusses issues around tenant involvement and customer feedback
  • Home Standard Performance Monitoring Panel - discusses quality of accommodation abd repairs and maintenance
  • Tenancy Standard Performance Monitoring Panel - discusses issues around allocations, rents and tenure
  • Neighbourhood and Community Standard Performance Monitoring Panel - discusses environmental issues, estate management and antisocial behaviour

Mystery shopping

Mystery shoppers help us to test the quality of our services. Posing as customers, they test the call centre, customer service centres and neighbourhood offices by visiting or ringing in with a query, or even by looking for information on the website.
Mystery shoppers help us to establish which services are performing well and which areas need improving. They also help us answer basic service delivery questions, such as whether customers can always access a particular service and how well enquiries are dealt with.

All council tenants and prospective tenants can take part in mystery shopping.

Real mystery shopping

Real mystery shoppers also test the quality and accuracy of services being delivered but, unlike conventional mystery shopping which tests made-up scenarios, real mystery shopping uses customer’s feedback on their real life experiences.
Real mystery shoppers can either tell us about their experiences by completing a feedback form, or they can speak to a tenant participation officer. Giving us your feedback is quick and easy to do but has a real impact on the improvement of housing services.

Patch walksEstate walks

Estate Walks are opportunities for tenants and residents to become involved with improving their local housing estate. The aim of a walk is to highlight areas which they feel need action.

This could be abandoned cars, bulky items, fly-tipping, graffiti, noise nuisance, litter or overgrown gardens. The officer will note any items
and arrange the most appropriate remedial action.

If tenants or residents wish to volunteer for estate walks or to know more about the Neighbourhood and Communities Performance Monitoring Panel, they can put their name forward by calling 01482 300 300 and asking to speak to a member of the Tenant Participation Team, or calling into a local information point or customer service centre.

Their details will be kept on file and they will be contacted by a housing officer, who will arrange an appropriate time and date.

Find your nearest customer service centre or information point

Housing opinion panel (HOP)

The housing opinion panel is made up of people who would like to be consulted about housing issues. We contact the panel when we want to ask you for your opinion and to test the quality of our services.
As a member of the HOP you can specify particular areas of interest, from anti-social behaviour and homelessness to repairs and Decent Homes. You can also choose your preferred method of consultation so that we can contact you in a way that suits you. We carry out consultation in a number of ways, including regular meetings, one-off focus groups and questionnaires.

The questionnaires you will receive are fairly short and should not take up much of your time to complete. 

Members of tenant and resident groups are very welcome to become members of the panel and we appreciate your participation.

If you would like to take part in any of these activities, all you need to do is to download and complete the form below -

You can also pick up a housing opinion panel registration form at any customer service centre or information point.

Find your nearest customer service centre or information point

Contact us

Tenant participation team
Hull City Council
Alfred Gelder Street

Tel: 01482 300 300
Text phone: 01482 300 349

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