Venue: Parkside, Station Approach, Burton Street, Melton Mowbray, Leicestershire. LE13 1GH
Contact: Democratic Services
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APOLOGIES FOR ABSENCE Minutes: Apologies were received from Councillors Evans and Webster. |
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To approve the Minutes of the meeting held on 25 January 2024. Minutes: The Minutes of the previous meeting held on 25 January 2024 were approved, subject to the following amendments. That the following is added to Minute Number 32: ‘Councillor Gordon declared that her sister has a second
home that it is rented out.’ That the following is added to Minute Number 36: ‘Councillor Cox mentioned that there is an app for young people to view a list of activities within their area.’ |
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DECLARATIONS OF INTEREST PDF 60 KB Members to declare any interest as appropriate in respect of items to be considered at this meeting. Minutes: Councillor Gordon declared an interest in Minute Number 47 as she is a council tenant. However, she was advised that as no decision would be taken she could stay for the consideration of the item. |
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REVIEW OF THE FORWARD PLAN PDF 184 KB To consider the attached Forward Plan and identify any relevant items for inclusion in the Scrutiny Work Programme, or to request further information. Minutes: The Chairman introduced
the Cabinet Forward Plan and invited Members to comment. |
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REVIEW OF THE SCRUTINY WORK PROGRAMME 2023/24 PDF 135 KB Members are to review and comment upon the attached Scrutiny Work Programme 2023/24. Minutes: It was queried why the Social Allocation item wasn’t on the agenda, in response Members were advised that the Chair had agreed to move this item to later in the year. A request was made to scrutinise the Senior Leadership Team pay structure. |
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THE LEADER'S ANNUAL PRESENTATION The Leader is to provide his annual presentation to the Scrutiny Committee. Minutes: The Leader delivered his annual presentation and in doing so he stated that he was going to cover three areas. The following points were raised. The process of Governance:
Legacy issues:
The Future:
Following the Leaders presentation Members were invited to comment and ask questions. A Member commented that they agreed that there should be more shade,
especially on the park and in light of the extreme weather that has been
experienced, e.g. heat, heavy showers, and hailstones. The Leader stated that
the Town Estate are in favour of more trees to provide shading. The Leader was asked for his stance on flooding and the support that has
been provided for villages affected. The Leader reminded Members that the
Council has a limited role in assisting people affected from flooding. The
Leader has engaged with the Severn Trent Water Authority regarding historic
planning applications and objections about flooding, which weren’t supported by
Severn Trent but were then subsequently flooded. He added that the County wide
Flood Defence Strategy is now up to date and a review is due to take place. In response to a query on whether the Council were proactive in getting
sandbags out, the Leader stated that within the resources available the Council
were proactive as could be. Following a query regarding the recent layoffs at locally based businesses and what the Council are ... view the full minutes text for item 46. |
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The Committee is to receive the Complaints Update. Minutes: The Director for Housing and Communities, Michelle Howard, and the Corporate Policy and Communications Manager, Martin Guest, gave a joint presentation with an update on Complaints. The report also set out future improvements to systems and processes that will further enhance how the Council responds to complaints and feedback from residents, tracks the implementation of associated actions and strengthens capacity for insight and analysis. Activity, performance, and trends between 1 April 2023 up to the end of December 2023 were also covered within the report. It was also noted that the Housing Ombudsman complaints handling code was to become statutory from 1 April 2024, and that some minor policy amendments were being made to reflect some required changes. A self-assessment to confirm compliance with the complaints handling code had been carried out in December 2023 and an updated self-assessment would be completed by June 2024. Following the presentation the Committee provided comments and asked questions. Officers were thanked for their hard work on processing complaints as
they come in and investigating them to resolve issues identified. The
importance of customers / tenants knowing how to complain and being empowered
to complain was noted. It was commented that the report presented to the committee did not cover
the beginning of the process (i.e. the interface and how easy it was for people
to make a complaint). Members wanted assurance that there were a range of ways
in which customers and tenants can complain to the Council, e.g. phone call,
letter, reception, or email. It was explained to the Committee that the policy
sets out the ways that people can complain and that complaints received through
any of the methods available are logged through a central complaint log. A query was raised about how the Council supports people who don’t have
the means or ability to complain via technology. It was explained that people
may receive support to make a complaint via a trusted person and be supported
by council officers to complain or be supported during the complaints process
for example by the community support hub. Some recent changes to the Parkside
reception area were also outlined, which had been implemented in response to
customer and member feedback, meaning that there is now a customer liaison
officer located in one of the customer meeting rooms in order
to assist when people come in and ask for advice. Members were requested to bring to Officer’s attention anyone they know
who is struggling to access Council services or is dissatisfied with council
services, so that this can be looked into and
investigated. The committee felt that the Council could better publicise its policy and also the ways in which residents can be supported to
have their service requests resolved including to contact ward councillors who
can provide advice and connect residents to the relevant council teams. A
comment was made that a residents may not always know that they can contact
their ward Councillor to assist them with issues. It was explained that ... view the full minutes text for item 47. |
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URGENT BUSINESS To consider any other items that the Chair considers urgent. Minutes: There was no urgent business. |