Agenda and draft minutes
PDF 131 KBVenue: Ground Floor Meeting Room G02A - 160 Tooley Street, London SE1 2QH. View directions
Contact: Julie Timbrell, Scrutiny Project Manager
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Apologies
To receive any apologies for absence. Minutes: Councillor Leo Pollak gave apologies for lateness. |
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NOTIFICATION OF ANY ITEMS OF BUSINESS WHICH THE CHAIR DEEMS URGENT
In special circumstances, an item of business may be added to an agenda within five clear working days of the meeting. Minutes: There were none. |
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DISCLOSURE OF INTERESTS AND DISPENSATIONS
Members to declare any interests and dispensations in respect of any item of business to be considered at this meeting. Minutes:
There were none. |
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Customer Experience Plan
A cover report, Customer Experience Plan (CEP) and associated Action Plan are enclosed. The CEP will be going to Cabinet in September 2025. Supporting documents: Minutes: The Chair welcomed attendees and introduced the purpose of the session: to scrutinise the draft Customer Experience Plan (CEP), which is scheduled to be presented to Cabinet in September 2025.
Attendees:
· Cllr Stephanie Cryan – Cabinet Member for Equalities, Democracy & Finance · Dominic Cain – Director of Customer & Exchequer · Eugene Nixon – Head of Strategy & Compliance · Ade Aderemi – Head of Customer Services
Presentation:
Officers presented the draft CEP, outlining its aims to improve customer service standards across the council. The plan is a public document and sets out clear expectations for staff and services.
Organisational Development is embedding the CEP into every officer’s workplan, with director-level leadership to ensure accountability.
Member Questions and Discussion
Communication and Clarity:
Members raised concerns about jargon in the document, such as “customer journey,” and recommended using Plain English.
Members highlighted gaps in communication regarding capital projects (e.g., scaffolding on estates, playground investments) and requested explicit commitments to regular resident updates.
Complaints and Member Enquiries:
Members noted that informational requests are sometimes misclassified as complaints.
Officers confirmed targets exist for reducing complaints and that most departments aim to respond within 8 working days (housing takes longer).
Members asked whether a target could be introduced to reduce the number of complaints escalating to Stage 2.
Digital Strategy and AI:
Officers are exploring the use of AI in repairs but are cautious about implementation. The digital strategy aligns with the CEP and includes consideration of AI.
Contact Centre Operations:
The contact centre has reduced telephone enquiries from one million to 600,000 through the promotion of e-forms.
Ade Aderemi reported average queue times of 3 minutes, with an automated callback option at 4 minutes.
All calls are answered, and voice recognition is used to streamline processes.
Resident Feedback and Apps:
Members praised the “Fix My Street” app but noted issues when faults occur on private land, where responses are on occasions lacking or dismissive.
Officers acknowledged this feedback and committed to follow up with Environment colleagues.
Cross-Council Consistency and Implementation:
Members raised concerns about inconsistent responses from different teams (e.g., parking services).
Officers emphasised the importance of culture and the “One Council” vision to ensure consistency.
Members welcomed the planned 18-month survey and asked about resource allocation to support it.
Officers confirmed that training, development, and contact management are key components of the CEP’s delivery.
Cleaner Greener Safer Funding:
Members raised issues with communication and updates related to this funding stream.
The Chair summarised the following recommendations for consideration by the Cabinet Member and officers:
RESOLVED
Recommendations to the Cabinet Member and Officers:
· Be explicit in the CEP that this will include capital projects, with particular attention paid to resident communication and progress updates. · Revisit the categorisation of members’ enquiries being assigned as ‘complaints’. · Consider having a target focused on reducing the number of complaints that go to Stage 2 or beyond. · Resident communication of the plan to be in Plain English and avoid jargon. |
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Streets for People - zoning consultation
Minutes: This item was deferred to the next meeting. |
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Playgrounds
An officer report on Plagrounds is enclosed to support a planned scrutiny review on Playspaces. Supporting documents: Minutes: The Chair opened the session by explaining that this item was requested to support the proposed scrutiny review on Playscapes, with the scope circulated as part of the work programme. The Chair welcomed the following officers, who provided a verbal summary of the report circulated in the supplemental agenda: Attendees: Presentation: Officers outlined the strategic background to the playgrounds programme: Audit, Investment, Planning
Member Questions and Discussion: Discussion on specific playgrounds, with reference to upgrades, consultation, funding and delays:
Peckham Rye Adventure Playground: · Closed due to equipment reaching end-of-life (rotted timber). · Scheduled for completion in December 2025. · The original CGS money contributed a small pot between 5-10K , but consultation led to higher expectations with a scheme costing closer to 100k. Officer spoke about master plans that are generated to help secure external funding but there may only be a proportion available at a time and acknowledged that, when a master plan has been developed but is not fully funded, this could be better communicated to residents. · Officers acknowledged that there is sometimes a long gap between identifying the first small amount of investment, and the scheme being completed, and cited planning challenges, levels of consultation required, and partial funds / funding constraints as contributing factors. Mint Street Adventure Playground: · Reopened in Spring 2024 following investment. · Reported as a huge success, with high popularity and strong feedback from Youth Services. Bethwin and Dog Kennel Hill Adventure Playgrounds: · Managed through partnership arrangements. · Officers are exploring opportunities for further investment and community involvement with the Trusts that manage the sites. Alexa Street, South Bermondsey |
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Biodiversity scrutiny review - cabinet response
The cabinet response to the Biodiversity Scrutiny Review, completed by the Environment Scrutiny Commission last year, is enclosed. Supporting documents: Minutes: Members commented that it was good to see a thoughtful and detailed response by officers and the cabinet to all 34 recommendations, and that all of the recommendations had been either accepted, or partially accepted.
RESOLVED
A follow up briefing on implementation will be requested in 12 months time. |
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WORK PROGRAMME
Supporting documents: Minutes: The following proposals for additions to the work programme were discussed:
· It was noted that the Thames super sewer, the Thames Tideway Tunnel, is being switched on soon, and this will radically change the water quality. The Thames is one of the largest bodies of water and repository of London wildlife, and so this is a very significant development. There are authorities and community groups such as the Port of London, river related charities, and Marinas that scrutiny could engage with to explore how the expected increases to biodiversity and opportunities to increase the amenity value of the Thames could be maximised.
· There was a proposal to look at what further could be done to reduce light pollution and bring forward a dark sky borough, given the negative impact on wildlife.
· An independent Community Safety Review, alongside other anti-social behaviour concerns, may come to the commission in November, following an item at OSC in October. |