| Time: | 7.30pm | Place: | Council Chamber, Council Offices, Gernon Road, Letchworth Garden City |
| PRESENT: | Councillor R.L. Shakespeare - Smith (Chairman), Councillor Cathryn Henry (Vice-Chairman), Councillor John Bishop (Substitute), Councillor John Booth (Substitute), Councillor Bill Davidson, Councillor Jean Green, Councillor Sal Jarvis, Councillor David Kearns, Councillor Sandra Lunn, Councillor M.R.M. Muir and Councillor Frank Radcliffe. |
| IN ATTENDANCE: | Councillor Bernard Lovewell (Portfolio Holder for Housing and Environmental Health), Howard Crompton (Head of Revenues, Benefits and I.T.), Vic Godfrey (Information Communication Technology Manager), Martin Lawrence (Strategic Housing Manager), Sarah Dobor (Communications Manager), Johanne Dufficy (Customer Services Manager), Brendan Sullivan (Scrutiny Officer) and Hilary Dineen (Committee and Member Services Officer). |
| ALSO PRESENT: | At the start of the meeting 2 members of the public. |
| Item | Description/Resolution | Status | Action | |
| PART I | ||||
| 72 |
APOLOGIES FOR ABSENCE Apologies for absence were received from Councillors John Harris, Steve Hemingway, David Leal-Bennett, Ben Lewis, Gerald Morris, Mike Rice and Deborah Segalini. Having given due notice, Councillor John Bishop advised that he would be substituting for Councillor Gerald Morris. Having given due notice, Councillor John Booth advised that he would be substituting for Councillor Steve Hemingway. |
Noted | ||
| 73 |
MINUTES Minutes RESOLVED: That the Minutes of the Meeting held on 9 December 2014 be approved as a true record of the proceedings and be signed by the Chairman. |
Agreed | ||
| 74 |
MINUTES Minutes RESOLVED: That the Minutes of the Meeting held on 18 December 2014 be approved as a true record of the proceedings and be signed by the Chairman. |
Agreed | ||
| 75 |
NOTIFICATION OF OTHER BUSINESS No other business was submitted for consideration by the Committee. |
Noted | ||
| 76 |
CHAIRMAN'S ANNOUNCEMENTS (1) The Chairman welcomed everyone to the meeting, particularly Councillor Bernard Lovewell (Portfolio Holder for Housing and Environmental Health); (2) The Chairman informed Members that Councillor David Levett (Portfolio Holder for Planning and Enterprise) had given his apologies for this evening. He suggested that the Committee might like to invite Councillor Levett to make a presentation to them in June 2015, at which time the consultation regarding the proposed Local Plan would be completed; (3) Members were reminded that any declarations of interest in respect of any business set out in the agenda, should be declared as either a Disclosable Pecuniary Interest or Declarable Interest and are required to notify the Chairman of the nature of any interest declared at the commencement of the relevant item on the agenda. Members declaring a Disclosable Pecuniary Interest must withdraw from the meeting for the duration of the item. Members declaring a Declarable Interest which requires they leave the room under Paragraph 7.4 of the Code of Conduct, can speak on the item, but must leave the room before the debate and vote. |
Noted | ||
| 77 |
PUBLIC PARTICIPATION There were no presentations from members of the public. |
Noted | ||
| 78 |
URGENT/GENERAL EXCEPTION ITEMS No urgent or general exception items were received. |
Noted | ||
| 79 |
CALLED IN ITEMS Since the last meeting, no decisions had been called-in by the Overview and Scrutiny Committee. |
Noted | ||
| 80 |
PRESENTATION BY THE PORTFOLIO HOLDER FOR PLANNING AND ENTERPRISE The Chairman had previously advised Members that Councillor David Levett had given his apologies for this evening (Minute 76 refers). Members agreed that Councillor Levett should be invited to make a presentation to this Committee in June 2015, by which time consultation regarding the proposed Local Plan would be completed. RESOLVED: That the Scrutiny Officer be requested to invite the Portfolio Holder for Planning and Enterprise to give a presentation to this Committee at the meeting due to be held on 9 June 2015. REASON FOR DECISION: To enable the Overview and Scrutiny Committee to consider the current and expected work of the Portfolio Holder for Planning and Enterprise. |
Agreed | ||
| 81 |
MEMBERS QUESTIONS No questions had been submitted. |
Noted | ||
| 82 |
INFORMATION NOTE: TASK AND FINISH GROUP ON THE NHDC WEBSITE - UPDATE Information Note The Communications Manager presented the Information Note entitled Task and Finish Group on the NHDC website - update and drew attention to the following: - The project to update the NHDC website was currently underway; - The new website was based on the gov.uk website; - Everything on the new site would be centred around new headings, which were more customer friendly; - Google maps would be embedded into the site for parks, car parks and elections; - A list of related content would show on each page; - Content was currently being re-written and many images removed in order to make the new website more friendly for mobile and tablet use; - The top six issues at the top of the homepage could be changed so that current issues were easier to access; - Urgent messages could be placed at the top of the homepage; - A "Self-Service" button would enable customers to report issues and track progress. Members asked whether it was possible to introduce a link directly to Council Minutes, agendas and reports and planning documents. They were concerned at the number of abbreviations used in planning documents and asked that this be investigated. Members queried whether required documents could be uploaded by members of the public via the website. The Communications Manager advised that she would investigate the possibility of one-click access to the Committee Administration System and that the planning documents were hosted on an external website, but she would investigate how access could be made easier. The Chairman thanked the Communications Manager for her work so far on the website. RESOLVED: (1) That the information note entitled Task and Finish Group on the NHDC Website - Update be noted; (2) That the Head of Development an Building Control be requested to look at reducing the use of abbreviations in planning paperwork: (3) That the Communications Manager be requested to investigate whether required documents can be uploaded through the website by customers; (4) That the Communications Manager consider the following suggestion, made by Members, whilst continuing to develop the new NHDC website: (i) That under the Council/Democracy area there be one click access to the Committee Administration System, therefore giving easier access to Minutes, agendas and reports; (ii) That under the Planning area there be easier access to planning documents. REASON FOR DECISION: To ensure that the Overview and Scrutiny Committee is appraised of the progress made against the recommendations of the Task and Finish Group on the NHDC website. |
Agreed | ||
| 83 |
INFORMATION NOTE: TASK AND FINISH GROUP ON CITRIX - UPDATE Information Note Appendix A - Member Survey Results The Head of Revenues, Benefits and I.T. presented the Information Note entitled Task and Finish Group on Citrix - update. He advised that the Task and Finish Group had made recommendations regarding Citrix and drew attention to the following: Recommendation 9 New security measures regarding emails were being considered by the Cabinet Office, which would possibly result in Members no longer being able to auto-forward emails to another address. He advised that the department were actively promoting the GOOD technology, which would stop the need for auto-forwarding emails. Recommendation 10 The Information Technology department had worked hard to positively assist individual Members with connection issues and solutions with 21 Members now using the GOOD technology. The Information Communication Technology Manager advised that a pilot was being undertaken to issue NHDC tablets to volunteer Members who will use these at meetings instead of paper copy agendas and reports. Members asked whether the tablets being trialled by Members allow for notes to be made by the reader. The Information Communication Technology Manager advised that GOOD Technology did not allow for notes to be made by the reader, but he was liaising with Committee Services regarding how reports were published in order to allow this facility in the future. RESOLVED: That the information note entitled Task and Finish Group on Citrix - Update be noted. REASON FOR DECISION: To ensure that the Overview and Scrutiny Committee is appraised of the progress made against the recommendations of the Task and Finish Group on Citrix. |
Agreed | ||
| 84 |
COMMENTS, COMPLIMENTS AND COMPLAINTS (3CS) HALF YEAR UPDATE - 1 APRIL 2014 TO 30 SEPTEMBER 2014 Report The Customer Services Manager presented the report entitled Comments, Compliments and Complaints (3Cs) Half Year Update - 1 April 2014 to 30 September 2014 and drew attention to the following: - Paragraph 1.3 of the report should read: "The report shows that the number of 3Cs (1013) have decreased when compared to the same period of the previous two years; 1561 in 2013 and 1722 in 2012; - The Local Government Ombudsman received eight separate complaints, two ere still being considered, the outcome of the remaining six were either no evidence of fault found, insignificant injustice or outside of jurisdiction; - 1013 3Cs were received consisting of 132 comments, 293 compliments and 588 complaints, of which 12 escalated to stage two of the complaint process; - During this period approximately 459,000 contacts had been received by the Council. This did not include emails received directly by Officers, service areas, web and social media traffic; - The highest level of complaints were for the Waste and Leisure services, although it was important to consider these figures against the high level of usage for these services. - The new Customer Relationship Management System had inbuilt automatic workflow, which sent timed reminders and escalations regarding complaints and it was anticipated that the percentage of complaints responded to within 10 days would increase in the future; Members asked several questions including whether complainants received an initial response. They were disappointed that only 73 percent of complaints were responded to in full within 10 days and asked what could be done to improve this figure. Members agreed that there a percentage based performance target regarding responses to complaints should be implemented and were concerned that equalities information was not available. The Customer Services Manager advised that all complaints were automatically acknowledged. She stated that the automatic reminder system would help, however this figure was consistent with records from all previous years. Some complaints would be delayed because of the complexity. The Customer Services Manager informed Members that she would investigate if effective equalities information could be gathered. RESOLVED: (1) That the Customer Services Manager be requested to investigate if effective equalities information can be gathered from customers using the 3Cs process; (2) That the Performance and Risk Manager be requested to investigate the introduction of a percentage based performance target regarding responding to complaints within 10 days; (3) That the continued good performance in managing 3Cs between 1 April 2014 and 30 September 2014 be noted; (4) That the reduction in number of 3Cs received be noted; (5) That the results of the complaints made to the Local Government Ombudsman be noted. REASON FOR DECISION: To ensure that the Overview and Scrutiny Committee are able to fully consider the Comments, Compliments and Complaints (3Cs) half year update. |
Agreed | ||
| 85 |
IMPLEMENTATION OF THE NEW COMMON HOUSING ALLOCATION SCHEME - UPDATE Report The Strategic Housing Manager gave apologies for absence from the Head of Housing and Public Protection as he has been seconded in to a role leading the Council's Careline project. He proceeded to present the report entitled He drew attention to section 7 of the report which detailed the background leading to the implementation of the new Common Housing Allocation Scheme, section 8 which gave details of the changes and the number of household that were removed from the Common Housing Register following reassessment of the applications and section 9 which highlighted the issues following implementation. Members asked how many households were currently in bed and breakfast accommodation and how were they supported and helped. They also queried how many of the 24 Housing Associations in the area offered accommodation to people on the Common Housing Register and whether any of these had specific qualifications for residents. They expressed concern that 1,250 households had not responded to being advised that they would be removed from the Common Housing Register and asked if these people would be re-contacted. A Member was concerned that the system of social housing provided through rural exception sites did not work well, which then deterred Parish Councils from supporting this type of development. Members asked how equality monitoring was completed and how ex-offenders were supported through the housing process. The Strategic Housing Manager advised that there were currently 16 households in bed and breakfast accommodation with each household being considered individually with action plans being developed. The breakdown of lettings was included at Paragraph 7.3 those Housing Associations who offered vacancies through CHAS did conduct their own assessments prior to offering a property, however they would have to provide a good reason for a letting not to proceed. The Strategic Housing Manager advised that the 1,250 households which had not responded to communications regarding being removed from the Common Housing Register had been written to on two separate occasions and know vulnerabilities had been considered, the team had also attempted to contact them by other means and there were no plans to re-visit this. In respect of rural exception sites, the provision of social housing was a condition of the planning permission, it was for the Housing Association involved to actively look for local tenants and if this was not done they would be in contravention of the planning permission. He informed Members that equality monitoring would be reviewed in March, the anniversary of the launch, to consider if the data is as expected and that the team worked closely with MAPPA (Multi Agency Public Protection Arrangements) regarding ex-offenders and any applications for housing were considered under discretion. The Portfolio Holder for Housing and Environmental Health informed Members that the number of households in temporary accommodation had been reduced, however times had changed and the temporary accommodation provided by North Herts Homes was now full and there was a severe lack of private rented accommodation available to those on benefits, which meant it was necessary to place households in bed and breakfast accommodation, some of which was outside of the North Hertfordshire area. Despite the numbers placed in bed and breakfast being low, the Housing Team were working hard to change this RESOLVED: (1) That the update of the Common Housing Allocation Scheme and the responses to the matters previously raised by the Overview and Scrutiny Committee be noted; (2) That the Head of Housing an Public Protection be requested to provide a further update on the implementation of the Common Housing Allocation Scheme, including equalities information in 12 months time. REASON FOR DECISION: To ensure that the Overview and Scrutiny Committee are able to fully consider the effects of the implementation of the Common Housing Allocation Scheme. |
Agreed | ||
| 86 |
RESOLUTIONS OF THE OVERVIEW AND SCRUTINY COMMITTEE Resolutions List The Scrutiny Officer presented the report entitled Resolutions of the Overview and Scrutiny Committee and drew attention to the following: MINUTE 48 - DECEMBER 2014 - THE COMMUNITY TRIGGER - ANTI-SOCIAL BEHAVIOUR, CRIME AND POLICING ACT 2014 All recommendations made by the Overview and Scrutiny Committee had been accepted by Cabinet. HIGHWAYS TASK AND FINISH GROUP REPORT All recommendations made by the Task and Finish Group which had been accepted by NHDC or the County Council's Cabinet had been completed. The remainder had been rejected or simply noted without the expectation of further action, except for Recommendation 3 for which discussions between HCC and NHDC were on-going. RESOLVED: That the actions resulting from the resolutions of the Overview and Scrutiny Committee be noted. REASON FOR DECISION: To enable the Overview and Scrutiny Committee to review and monitor the progress of resolutions made. |
Agreed | ||
| 87 |
OVERVIEW AND SCRUTINY COMMITTEE WORK PROGRAMME Report Appendix A - Forward Plan The Scrutiny Officer presented the report entitled Overview and Scrutiny Work Programme and drew attention to the following: FORWARD PLAN Members considered that the item entitled "Garrison Court Garages, Hitchin" should be brought to the attention of the Chairman of the Hitchin Committee. They agreed that reports entitled Citizens' Panel, Consultation Strategy, and North Hertfordshire Museum and Hitchin Town Hall Contractual Obligations should be considered by this Committee. TASK AND FINISH GROUPS The Scrutiny Officer suggested that the next Task and Finish Group could focus on the quality of the Council's reports including Member and public perspectives particularly regarding the use of jargon. Members agreed with this suggestion and asked the Scrutiny Officer to prepare a scoping document on the subject. The Scrutiny Officer advised that the Task and Finish Group on the Commercialisation of Council Services would meet on two evenings, the first being 25 February 2015. WORK PROGRAMME The Scrutiny Officer advised that reports regarding Community Centre Leases and Priorities for the District would be presented to the Committee on 17 March 2015. RESOLVED: (1) That the item on the Forward Plan entitled "Garrison Court Garages, Hitchin", due to be considered by Cabinet on 24 March 2015, be brought to the attention of the Chairman of the Hitchin Committee; (2) That the following items on the Forward Plan be considered by the Overview and Scrutiny Committee: (i) Citizens' Panel due to be considered by Cabinet on 24 March 2014; (ii) Consultation Strategy due to be considered by Cabinet on 24 March 2014; (iii) North Hertfordshire Museum and Hitchin Town Hall Contractual Obligations, due to be considered by Cabinet at a date to be arranged. (3) That the Scrutiny Officer be requested to draw up a draft scoping document for a Task and Finish Group on the Quality of the Council's Reports, which would include Member and Public perspectives particularly regarding the use of jargon. (4) That the Overview and Scrutiny Committee Work Programme be noted. REASON FOR DECISION: To enable the Overview and Scrutiny Committee to plan and carry out its workload efficiently and effectively. |
Agreed | ||