Wrexham Council homepage

Advertising

Agenda and minutes

With effect from 1 April 2016 Agenda and Minutes will be available in both Welsh and English. Reports are working documents and produced in English only in accordance with Welsh Language Standard 41 of this Council’s Final Compliance Notice from the Welsh Language Commissioner.

Venue: Council Chamber, Guildhall

Contact: Suzanne Price  Scrutiny Facilitator

Media

Items
No. Item

1.

Appointment of Chair

To invite nominations to appoint a Chair of the Scrutiny Committee for the forthcoming year

Additional documents:

Minutes:

AGREED – That Councillor Carrie Harper be appointed Chair of the Customers, Performance, Resources and Governance Scrutiny Committee for the forthcoming year.

2.

Apologies for absence

Additional documents:

Minutes:

Apologies for absence were submitted on behalf of Councillors Dana Davies and Barrie Warburton.

3.

Confirmation of Minutes pdf icon PDF 67 KB

To sign as a correct record the Minutes of the following Meetings:

 

(i)         2 May 2019

(ii)        15 May 2019

Additional documents:

Minutes:

AGREED – That the Minutes of the Meeting held on 2 May 2019 be signed as a correct record.

4.

Timing of Meetings

To consider the start times of Meetings of this Committee, giving consideration to the resources available for webcasting.

Additional documents:

Minutes:

AGREED – That future Meetings of the Customers, Performance, Resources and Governance Scrutiny Committee commence at 2.30pm.

5.

Workforce Monitoring Information pdf icon PDF 321 KB

To consider the report of the Lead Member for Organisation – Planning and Corporate Services

Additional documents:

Minutes:

The Lead Member for Organisation – Planning and Corporate Services submitted a report (CE/08/19) to provide the Customers, Performance, Resources and Governance Scrutiny Committee with the annual Workforce Monitoring Information report for the period of 1 April 2018 to 31 March 2019.

 

In the absence of the Lead Member the HR & OD Manager provided an overview of the report.  Thereafter the Chief Executive addressed the Committee providing assurances around the actions and interventions being taken to address the increase in sickness absence levels and agency use across the Council, but with particular focus in the Environment and Social Care service areas.  He reported that managing sickness absence and agency use remained a key priority for the Council, explained the monitoring and analysis process and reported that he was confident that the interventions already undertaken would show a reduction in levels of absence, and agency use in the first quarter 2019/20.

 

The Chief Officer Social Care reported on work being done to reconfigure the service to make best use of resources and advised Members of work undertaken with HR to ensure that the department was competitive in the social care recruitment market.  As a result there was evidence of an improvement in recruitment which was now providing consistency in staffing, an achievement which had been recognised by the Care Inspectorate for Wales.  She further reported that there had been a reduction in the use of agency workers in the last quarter.  The improvements made to the service had resulted in a reduction in the level of sickness absence in Children’s Services, however the level of sickness absence in Adult Social Care remained a challenge.

 

The Chief Officer Environment & Technical reported that the level of agency workers had significantly reduced from 65 to 7 arising from a more flexible approach to resource management.  It was reported that whilst there was quite a high level of staff turnover in the service the Chief Officer was confident that the service was operating at the right establishment levels.  Members noted the different challenges in sickness management arising from the different workforce roles and profiles and related sickness issues between office based staff and front line staff, the latter who tended to suffer from more single day illnesses as a result of working in inclement weather and different physical conditions.  In addition he reported there were several long term illness cases in school escort and school crossing patrol staff.

 

Members considered the report and asked questions of the officers present.  In debate the following matters were highlighted:

 

·         The impact of long term sickness absence levels on sickness absence figures was noted.

·         Acknowledged that the slight increase (0.6%) in the level of sickness absence per employee  was in line with other public services across Wales.

·         Concern at the increase in percentage of days lost to sickness absence as a result of stress, depression and anxiety.  The work being undertaken by the Council in respect of prevention strategies, particularly around mental health related issues was noted.

·         Queried whether  ...  view the full minutes text for item 5.

6.

Customer Services & Complaints Annual Report 2018/19 pdf icon PDF 365 KB

To consider the report of the Lead Member for Organisation – Planning and Corporate Services

Additional documents:

Minutes:

The Lead Member for Organisation – Planning and Corporate Services submitted a report (COGC/24/19s) to provide Members with details of the Council’s Customer Services and Complaints for the period April 2018 to March 2019 including performance and reasons for customers contact.

 

In the absence of the Lead Member the Head of Service: Customer & Digital presented the report highlighting the key areas including:

·         the development of on-line services

·         the reducing trend in face to face customer contact

·         reasons why customers contact the Council

·         customer satisfaction levels

·         reduction in the level of complaints upheld

 

Members asked questions of the officer and referred to the following matters in debate:

 

·         Members were pleased to note the increase in the percentage of customers who stated they felt it was easy to access the Council.  It was requested that an analysis of those who had responded and how they had accessed the survey be provided to Members.

·         Noted that the number of people that were signed up to receive e-mail alerts from the Council had initially reduced as a result of GDPR changes but had subsequently increased.

·         Noted that a new Council internet site would soon be launched which would also encourage the use of My Account.

·         Requested that the tolerances in the Customer Care Scorecard be reviewed to ensure a consistent approach.

·         Noted that 71 complaints against the Council related to missed bin collections.  It was noted that this service was provided to in excess of 40,000 properties.  Suggested that waste collection complaints be referred to the Homes and Environment Scrutiny Committee for further consideration to ensure that service standards were being met.

·         Requested that information relating to Social Services Annual Complaints and Compliments report be included in the future.

 

AGREED – That the Chair and Vice-Chair of this Committee prepare a Topic Selection Form to refer concerns regarding waste complaints to the Homes and Environment Scrutiny Committee.

7.

Any other business

Additional documents:

Minutes:

Members were advised that:

·         the Treasury Management Statement and Investment Strategy report would be removed from the agenda for the July meeting.

·         a Work Programme Workshop would be held at the rising of the July meeting.