We will let you know we have your complaint within three working days and aim to send a full response within 10 working days. If we need more time, or signed permission from the complainant if you complain on their behalf, we will tell you when we expect we can answer in full.
When you have our full answer, if you are happy or if we do not hear from you within 28 days, we will close the complaint.
If you are not happy tell us why. A different person will look again at your case, using your additional information to help us. We aim to send a full response within 20 working days.
When you have our full answer from stage two, if you are happy your complaint is resolved or if we do not hear from you within 28 days, we will close your complaint.
After stage two
You can end your complaint under the council’s procedure and take steps to contact the Ombudsman relevant to your case or you can ask if a panel of elected members of the council can look at your complaint.
If you are still unhappy after stage two you can request that a panel of elected members looks at your complaint. Not every case can go in front of the panel. Your request will be looked at carefully and you will be told, within 20 working days, if it can or not. If it can you will be invited to state your case and can bring a friend or family member. You do not have to come in person. You will usually be given the outcome at the end of the meeting.
When you have our answer, if you are happy your complaint is resolved, or if we do not hear from you within 28 days, we will close your complaint.
Please note: If you ask us for a next stage review after your complaint was closed (outside the 28 day timescale) please tell us your reasons for the delay.
This ends the council's complaints procedure
If you are still dissatisfied after the council’s complaints procedure has finished, you can use the relevant contact details below -
The local Government Ombudsman
PO Box 4771
Telephone: 0300 061 0614
Fax: 024 7682 0001
Text ‘callback’ on: 0762 480 3014
Textphone via the Text Relay service (formerly Typetalk)
Tenants complaining about the council landlord services -
a ‘designated person’ – someone who can try to help you resolve your complaint or help refer you, with your consent, to the Housing Ombudsman Service (contact details below). This can be your local -
- member of parliament
- independent Tenants’ Complaints Panel
Housing Ombudsman Service
Harbour Exchange Square
Telephone : 0300 111 3000 (available Monday to Friday between 9.15am and 5.15pm)
If you are a council tenant who has exhausted the council’s complaints procedure and your complaint is about the council as your landlord, you can contact a ‘designated person’ to work with you to find a solution to your issue. A designated person can assist by trying to help resolve the complaint with the council or by referring your case (with your permission) to the Independent Housing Ombudsman.
A designated person can be a local councillor, local MP or a designated Tenants Complaints Panel.
Find out who your local councillor is
Find out who Hull's members of parliament are
Designated Tenants’ Complaints Panel
This is a free, independent panel made up of local tenants.
Telephone number: 01482 612 010