Agenda and minutes

The Chair opened the meeting with a minute of silence in memory of Councillor Graham Snell.

Apologies for absence were received from Councillors Phil Bibby, Andy McGuinness, Robin Parker, Anne Wells and Nigel Williams.

There were no declarations of interest.

To approve as a correct record the minutes of the meetings of the Overview and Scrutiny Committee held on 10 October 2024.

It was RESOLVED that the minutes of the meeting of the Overview and Scrutiny Committee held on 10 October 2024 be approved as a correct record and signed by the Chair.

To consider the following Part I Decisions of the Cabinet taken on 13 November 2024:

2. MINUTES - CABINET 9 OCTOBER 2024

3. MINUTES OF THE OVERVIEW AND SCRUTINY AND SELECT COMMITTEES

4. LOCAL PLAN PARTIAL REVIEW AND UPDATE: REGULATION 18

CONSULTATION FEEDBACK AND REGULATION 19 CONSULTATION

5. SECOND QUARTER REVENUE BUDGET MONITORING 2024/25 (INCLUDING SECOND QUARTER CAPITAL BUDGET MONITORING 2024/25)

6. MID YEAR TREASURY MANAGEMENT REVIEW 2024/25

7. COUNCIL TAX SUPPORT SCHEME REVIEW 2025/26

8. HRA MTFS REVIEW

9. BALANCING THE BUDGET OPTIONS 2025/26

Notice of Decisions to follow

The Committee considered the following Part I Decisions of the Cabinet taken on 13 November 2024:

2. MINUTES - CABINET 9 OCTOBER 2024

The Committee noted the Minutes – Cabinet 9 October 2024.

3. MINUTES OF THE OVERVIEW AND SCRUTINY AND SELECT COMMITTEES

The Committee noted the Minutes of the Overview and Scrutiny and Select Committees.

4. LOCAL PLAN PARTIAL REVIEW AND UPDATE: REGULATION 18

CONSULTATION FEEDBACK AND REGULATION 19 CONSULTATION

The Committee heard that the Local Plan, adopted in May 2019, outlined the Council’s spatial development strategy up to 2031, including housing, employment, infrastructure, and environmental goals.

Recent updates to planning policy, including the National Planning Policy Framework (NPPF), had necessitated the plan’s review.

The Head of Planning Policy advised the Committee that a Regulation 18 consultation had been conducted between July and August 2024, and feedback had informed the necessary amendments to the plan. The proposed Regulation 19 consultation would run from 21 November 2024 to 29 January 2025, extending over 10 weeks to allow sufficient engagement, including during the Christmas period.

The Committee heard that the review process aimed to mitigate risks such as speculative developments and policy uncertainty due to the plan's age and national changes. If no significant changes arose from the Regulation 19 consultation, the plan would proceed to submission for examination in 2025.

Responding to a question regarding the proposed NPPF publication date, the Head of Planning Policy advised that the date remained speculative. Despite this uncertainty, the Council was progressing the Local Plan Review to ensure timely implementation and compliance with national policies.

In response to a question related to delegated authority and the next steps, the Head of Planning Policy advised the Committee that, post-consultation, the council would review all feedback and make minor adjustments if needed. Significant changes would require further consultation and Cabinet review before submission to the Secretary of State. An examination and potential hearings would follow, with an anticipated adoption timeline by late 2025.

Members commented about the Local Plan's length (approx. 560 pages) and the absence of a detailed index. While the plan included an index upon adoption, suggestions were made to streamline interim documents and improve accessibility via platforms like "Commonplace," alongside distributing physical copies and response forms for public engagement.

Members commented on the allocation of 18 homes at the Drake’s Drive Scout Hut site that had drawn significant community objections, particularly regarding traffic and infrastructure constraints. The Head of Planning Policy advised the Committee that the site was pre-allocated in the 2019 Local Plan and removing it would necessitate identifying alternative housing sites.

Responding to questions related to Biodiversity Net Gain, the Assistant Director (Planning and Regulation) advised that while the regulations focussed on on-site provision, the Council would identify and manage areas for net gain without prematurely designating them in the plan. Members commented that a lack of clear designations might limit biodiversity efforts.

Members asked questions regarding the level of engagement for climate change elements of the Local Plan. In response,  ...  view the full minutes text for item 3.

To receive a presentation from the Head of Digital and Transformation, Greg Arends, on the implementation of moving of the Customer Service Centre from its former location into a single site at the Daneshill House reception.

The Committee received a presentation from the Head of Customer and Digital Services on the Customer Service Centre Relocation. The presentation highlighted the context for the changes, the adjustments made, and the outcomes observed so far.

The Committee heard that pre-pandemic the Customer Service Centre, located near the HSBC bank, was a large walk-in facility handling high volumes (up to 200 visitors daily). However, face-to-face interactions decreased significantly due to the pandemic, as services shifted online and via telephone. Subsequently, the original location was underutilised for visitors, while staff areas lacked adequate capacity. Furthermore, the isolated nature of the Centre hindered collaboration between customer services and other teams, such as repairs and housing officers. The main reception at Daneshill House, originally designed for corporate visitors, had seen declining use due to increased video conferencing and remote working.

The Head of Customer and Digital Services advised the Committee that in late 2022, customer services and telephony teams were relocated to the main reception area, with repairs and housing teams joining them in the adjacent atrium. This fostered better collaboration and optimised space usage. New measures, such as CCTV, alarmed meeting rooms, and combined security training for staff, were implemented to ensure safety in the relocated setup. In the main reception area, the permanent desk layout was refined to avoid congestion, and additional seating was added to improve the customer experience.

The Committee were informed that the new centre included self-service computers and a document scanning station to streamline processes like benefit applications and document submissions. Unused television screens in reception were being repurposed to advertise council services, such as garage rentals. Enhanced meeting rooms accommodated specialist officer consultations, families, and individuals with accessibility needs.

The Head of Customer and Digital Services advised the Committee that customer service appointments now represented 10% of pre-pandemic levels, as online and remote processes had replaced in-person visits. However, housing-related services, lettings, and benefits remained significant reasons for face-to-face interactions. Around 30 unplanned visitors were seen daily, with common reasons including clarifications on council correspondence or non-council enquiries (e.g., registrars or magistrates court). Analysis of meeting room usage revealed unexpected peaks on Thursdays, prompting a review of how appointments were scheduled to better accommodate demand.

Members commented on the new layout and suggested the addition of some plants and more prominent signage to help orient visitors upon arrival.

Responding to a question regarding the usage of self-service equipment, the Head of Customer and Digital Services advised Members that usage of self-service options, such as scanners and public computers, remained low. Possible reasons included customers already having access to better tools at home and some visitors preferring face-to-face interaction. Approximately 10 users per week used the self-service scanner, demonstrating some utility but also room for growth.

Members suggested the incorporation of multilingual signage and translation services for non-English speakers. The Head of Customer and Digital Services acknowledged that increased use of telephone translation services indicated a growing demand for such resources.

The Committee noted the presentation on  ...  view the full minutes text for item 4.

To consider any urgent Part I Decisions authorised by the Chair of the Overview and Scrutiny Committee

There were no Urgent Part I Decisions authorised by the Chair of the Overview and Scrutiny Committee.

To consider any Part I business accepted by the Chair as urgent

There was no Urgent Part I Business.

To consider the following motions:

1.       That under Section 100(A) of the Local Government Act 1972, the press and public be excluded from the meeting for the following items of business on the grounds that they involve the likely disclosure of exempt information as described in paragraphs 1 – 7 of Part 1 of Schedule 12A of the Act as amended by Local Government (Access to Information) (Variation) Order 2006.

2.       That Members consider the reasons for the following reports being in Part II and determine whether or not maintaining the exemption from disclosure of the information contained therein outweighs the public interest in disclosure.

It was RESOLVED that:-

1.    That under Section 100(A) of the Local Government Act 1972, the press and public be excluded from the meeting for the following items of business on the grounds that they involve the likely disclosure of exempt information as described in paragraphs1 – 7 of Part 1 of Schedule 12A of the Act as amended by Local Government (Access to Information) (Variation) Order 2006.

2.    That Members consider the reasons for the following reports being in Part II and determine whether or not maintaining the exemption from disclosure of the information contained therein outweighs the public interest in disclosure.

To approve as a correct record the Part II Minutes of the meeting of the Overview and Scrutiny Committee held on 10 October 2024.

It was RESOLVED that the Part II Minutes of the meeting of the Overview and Scrutiny Committee held on 10 October 2024 be approved as a correct record and signed by the Chair.

To consider the following Part II Decisions of the Cabinet taken on 13 November 2024:

11. PART II DECISIONS OF THE CABINET

12. APPROVAL OF PROCUREMENT

13. URGENT PART II BUSINESS

Notice of Decisions to follow

The Committee considered the following Part II Decisions of the Cabinet taken on 13 November 2024:

11. PART II DECISIONS OF THE CABINET

The Committee noted the Part II Decisions of the Cabinet.

12. APPROVAL OF PROCUREMENT

The Committee received a short presentation from the Assistant Director (Building Safety and Housing Property Services).

The Committee noted the Approval of Procurement.

13. URGENT PART II BUSINESS

There had been no Urgent Part II Business at Cabinet.

To consider any urgent Part II Decisions authorised by the Chair of the Overview and Scrutiny Committee

There were no Urgent Part II Decisions authorised by the Chair of the Overview and Scrutiny Committee.

To consider any Part II business accepted by the Chair as urgent

There was no Urgent Part II Business.