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Customer Feedback Scheme
Kingston upon Hull City Council recognises the importance of delivering high quality services that meet your needs.

How you see the service provided by us determines whether we succeed or fail. As part of our pursuit of Service Excellence, we want to know your views about the services provided - good or bad.

If you have a suggestion that may improve the services we provide let us know. All of this information will help us to remain a Council that:

  • is reliable
  • meets your needs
  • represents value for money
We recognise that things do go wrong from time to time, and when they do, we need to know about them. Similarly, when a particular service that we provide is working well, and you are satisfied with it - we want to know. This is so that we can share this good practice for the benefit of others.
How to Feedback Your Views to Us
You can let us have your views in many ways. You can write to the directorate concerned, visit one of our offices, telephone or fax us.

If you have feedback about any service and are not sure who to contact, please telephone the general Council Switchboard on 610610, and they will put you in contact with the directorate that will deal with your comments.

Alternatively you may wish to write to us at:

Kingston upon Hull City Council
Alfred Gelder Street
Kingston upon Hull

Your views might include:

This could be a simple thank you about the level of service provided by a member of our staff.

Comments can cover anything else that isn't a compliment or complaint. It might be a suggestion about how we can improve our service.

If you complain about any of our services, we will acknowledge your complaint by sending you a leaflet explaining what will happen.

We will also give you the details of the person handling the complaint, who must reply to you within two weeks. If this is going to take longer, they will write to you and let you know when you will get a reply.

Once we have dealt with your complaint, we will telephone you within 10 working days to ask if you are satisfied with our findings.

The Social Services and Education Services have different procedures, which are governed by law and details are available from these directorates on the following telephone numbers:

Education: Tel. 613161
Social Services: Tel. 616163

A booklet on the Feedback Scheme operated by the council can be obtained from any council office or ring 610610.

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Kingston upon Hull City Council
The Guildhall
Alfred Gelder Street
Kingston upon Hull
Tel. 01482 300300
Fax. 01482 616896
Email. [email protected]

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