Agenda and minutes

An apology for absence was received on behalf of Councillor David Dixon.

To note any urgent items of business which the Chairman has consented to being considered under the provisions of Section 100(B) 4(b) of the Local Government Act 1972.

There were no urgent items of business to consider

Members should declare the existence and nature of any Disclosable Pecuniary Interest and Non Statutory Interest as defined by the Members’ Code of Conduct in respect of:

a)  any business on the agenda

b)  any urgent additional items to be considered

c)  any matters arising out of those items and if appropriate, withdraw from the meeting at the relevant time.

Members were requested to declare the existence and nature of any disclosable pecuniary interests and/or other interests, not already on their register of interests, in any item on the agenda and withdraw from the meeting at the appropriate time.

There were no declarations of interest made.

To consider the minutes of the meeting on 13^th December 2021.

Moved by Councillor Ray Heffer and seconded by Councillor Rose Bowler.

RESOLVED that the Minutes of a Customer Services Scrutiny Committee held on 13^th December 2021 be approved as a correct record.

(Members should contact the officer whose name appears on the List of

Key Decisions for any further information.  NB: If Members wish to discuss an exempt report under this item, the meeting will need to move into exempt business and exclude the public in accordance with the Local Government (Access to Information) Act 1985 and Local Government Act 1972, Part 1, Schedule 12a for that part of the meeting only).

Committee considered the List of Key Decisions and items to be considered in private document.

Moved by Councillor Ray Heffer and seconded by Councillor Rose Bowler.

RESOLVED that the List of Key Decisions and items to be considered in private document be noted.

The Customer Standards and Complaints Officer presented a report which informed Members of:

1. The Council’s performance in relation to its customer service standards

2. The effective management of complaints and customer requests

3. The Council’s performance in relation to its Customer Service Standards

4. The number of compliments, comments and complaints for the period 1st April 2021 to 30th September 2021.

N.B. Councillor Andrew Joesbury entered the meeting at this point.

The Chair asked Members if they were satisfied with the new design of the table in Appendix 3, because the additional detail had come as a result of a request by Customer Services Scrutiny Committee. All Members indicated they would like the new design going forward.

It was moved by Councillor Ray Heffer and seconded by Councillor Andrew Joesbury to note the report.

RESOLVED that the overall performance on Customer Service Standards and Compliments, Comments and Complaints be noted.

(Customer Standards and Complaints Officer)

N.B. The Customer Standards and Complaints Officer left the meeting at this point.

Committee considered their work programme 2021/22.

Councillor Andrew Joesbury asked what the current situation was in terms of Garage site development/disposal. The Scrutiny & Elections Officer explained that it fell under the remit of Local Growth Scrutiny Committee, which had received a report in December.

Members mentioned issues for Streetscene in relation to: service performance issues as a result of COVID and staff absences, expected service changes as a result of new national guidance on Waste and Recycling, and staffing impacts as a result of drivers potentially leaving for other HGV roles, which they felt would need to be addressed after May 2022 in next year’s Work Programme.

Moved by Councillor Rose Bowler and seconded by Councillor Ray Heffer.

RESOLVED that the Work Programme 2021/22 be noted.