The Head of Business Planning
and Performance introduced the report. During discussion the
following points were raised:
- Members asked for an
update on Springman House and officers
advised that the project was still in the negotiation stage for the
heads of terms and that obtaining an agreement was a lengthy
process, as there were a number of organisations involved. It was
agreed that more detail would be provided following the
meeting.
- Members asked if
Clear Sustainable Futures (CSF) was involved in the Seaford Health
Hub scheme. Officers advised that CSF may be involved in any of the
Council’s schemes where this proves the most cost effective
approach.
- Members felt that the
commentary on the launch of the lottery needed more detail and were
advised by officers that the launch was dependent on statutory
clearances being obtained and therefore the timescale was difficult
to estimate at this stage.
- As part of the Joint
Transformation Programme, the Committee discussed Members’ ID
passes, and whilst some Members were unhappy that they included the
logos of both Lewes and Eastbourne Councils, it was recognised that
the passes were the same as used by staff. It was suggested that the issue could be
considered again when replacements were needed.
- The Committee
discussed the performance indicator for the average number of staff
days lost to sickness and noted that sickness levels in the waste
service were higher than in other areas. Members felt that, when
the Eastbourne waste service was brought in-house there would be an
opportunity to look at the issues and officers agreed that,
although the overall figure compared favourably to other
authorities, a separate commentary could be provided on sickness
within that service area.
- The Committee noted
the collection rates for council tax and business rates (also
noting that the figures were cumulative through the year). Officers
agreed to provide further information regarding any known impact
that Universal Credit has had on the
ability for the Council to collect council tax.
- Members discussed the
performance indicator for the length of time taken to process
housing and council tax benefit claims and were advised by officers
that staff had worked hard over the previous six to nine months to
improve performance. Officers explained that an intervention called
a Solution Sprint had been used to bring about improvement and it
was noted that over the last two months performance been within
target. Officers agreed to consider how the views of customers and
staff could be surveyed following this intervention.
- Members asked for
further detail on the performance indicator for the length of time
the Council took to re-let its properties. Officers explained that
the housing team worked closely with repairs staff and that the
level of repairs required when properties became vacant was not
always evident until the work started. The Committee inquired
whether there was a quality-recording mechanism for the Mears
contract. It was suggested that the performance of the Mears
contract be added to the Committee’s work programme and the
relevant stakeholders invited to a future meeting.
- The Committee
discussed the increase in homelessness numbers. Officers advised
that it was a national issue and there were not any exceptional
factors within Lewes that contributed to the increase.
- With regard to
neighbourhood plans, the Committee sought clarification on the
status of the plan for Telscombe and
Peacehaven Town Councils. Officers agreed to provide further
details.
- The Committee was
advised that the Head of Planning was unable to attend the meeting
to respond to concerns over the performance indicators for the
processing of minor/other planning applications and the percentage
of appeals allowed. However, a written response had been provided
to Members (shown at appendix A to the minutes).
- Members asked for an
update on the Hollycroft Field site in
East Chiltington. Officers agreed to
provide a further update following the meeting. Members felt that
the broader issue of the devolution of open spaces was a possible
topic for inclusion in the Committee’s work
programme.
- The Committee
considered the performance indicators for the Customer Contact
Centre and expressed concerns. Members were advised that there
difficulties recruiting locally in Lewes and the team was currently
1.5 full time equivalents short. Members asked if a customer
experience survey could be included following each call. Officers
advised that there was not currently a facility
costings/feasibility could be undertaken regarding this. Officers
confirmed that the purpose of the Customer Contact Team was to
provide first-time resolutions to contacts wherever possible and it
was agreed that future reports would provide more detail on the
most common enquiries. Officers agreed to the Committee’s
request for a (key-staff) contact directory for
Members.
- Officers confirmed
that the Lewes and Eastbourne Community Safety Partnership had
formally merged, following the agreement of the Police and Crime
Commissioner (PCC) for Sussex in January 2019. The PCC had
previously indicated her desire for the merger. Officers confirmed
that an operational Joint Action Group would be retained in the
Lewes area.
Members went on to discuss the
performance and project measures for 2019/20 and highlighted the
following points:
·
The Committee recommended removal of the target for
incidents of fly-tipping and suggested that there should be a
measure for response times and the quality of the response.
Officers said the target was to reflect the work undertaken to
reduce the number of incidents and the wording would reflect
this.
·
There were concerns regarding the targets for
customer contact and social media response rate targets. Officers
explained that targets were in line with the Council’s
policies regarding channel shift. This
enabled those residents who wished to access the Council’s
services electronically to do so and allowing more capacity for
responding to residents who most needed support by phone. In
response to a question about text contacts, officers confirmed that
there was a facility for outgoing texts to notify residents of
actions within services (such as reminders for council tax) but
currently no incoming text option. However, it was noted that the
‘Report It’ app could be used to report issues.
Officers agreed to provide data on level of usage of the
‘Report it’ app.
RESOLVED
1.
To note the Council’s progress and performance
for Quarter 4 of 2018/19 and the proposed performance indicators
for 2019/20, and that the following be included as updates to the
committee at future meetings or as part of the 2019/20 performance
reports:
·
the length of time the Council takes to re-let its
properties
·
the devolution of open spaces
·
A separate commentary on sickness within the waste
service after the Eastbourne service has been brought in-house be
provided.
·
That further data be provided on the Report It
app.
·
Further detail to be provided on Springman House
·
Further information to be provided regarding the
impact of Universal Credit on the collection of council
tax.
·
Consideration of a post-Solution Sprint intervention
customer survey.
·
Further detail to be provided on the
Peacehaven/Telscombe Town Councils
neighbourhood plan.
·
An update to be provided on the Hollycroft Field site in East Chiltington.
·
A (key-staff) contact directory for Members to be
provided.
(Note: Councillor Bikson left the meeting after consideration of this
item)