Case Study: Hull City Council achieves 24/7 emergency resident support with Civica's out-of-hours contact centre

Out-of-hours contact centre supports the residents of Hull

Hull City Council needed reliable round-the-clock support so its 260,000 residents could report urgent issues — from emergency housing repairs and anti-social behaviour to safeguarding concerns — at any time. To meet that need, Hull City Council partnered with Civica to deliver its contact centre services, including an out-of-hours (OOH) service and an emergency duty team (EDT) that supports the police and other professionals outside normal working hours.

Civica implemented a single 24/7 contact number staffed by trained advisors who triage calls, gather full details and escalate to council teams or emergency services as needed; the combined daytime, OOH and EDT operation handles about 70,000 calls per month. The Civica service has delivered measurable impact — 99.6% of calls answered, consistent out-of-hours coverage for housing, social care and safeguarding, reduced on-call burden for council managers, and a flexible, scalable model that can be extended to other councils.

Hull City Council

Andy Brown

City Customer Services and Transformational Manager