Equality Aim 2
Taking action based on listening and engaging with residents from all backgrounds and experiences
We will actively listen to and work with residents to:
- make changes based on what they have told us
- keep them updated on the progress we have made
- be clear when we can’t make a change
By actively listening and engaging with residents from all backgrounds and experiences, we will ensure our services are tailored to the needs of our communities.
Residents throughout the engagement process particularly supported a stronger voice for :
- young people
- vulnerable residents
- residents living in properties owned by housing associations
They also wanted to see more genuine co-production in the council’s work and residents were keen to help and be part of building solutions. They believe listening is an important part of being a good council.
"Involve local people who really want to help."
"If you’re going to be the best, listen to your people."
Achievements to date
Our current work includes:
- implementing a listening tool to better collect data to improve customer interaction and support a better customer experience
- implementing a new co-production strategy to work with residents for all new contracts for services supplied by Adult Social Care.
- a youth participation programme to ensure young people are able to influence decisions in relation to all council services
- council staff and residents have co-designed a new set of service standards to ensure residents receive the best possible service when they access council services
- providing regular ‘you said, we did’ feedback as a response to consultations. This will ensure residents see the impact of their feedback directly on the design and delivery of services
- working with residents to conduct a full review of the Charter for Public Participation and the Citizen’s Panel, reflecting on:
- sharing power in decision making
- seeking to move towards more participatory approaches
- considering mechanisms for ongoing monitoring and oversight
Our targeted actions
Residents told us there are specific things we can do, such as:
- focused work with young people
- increase the visibility of senior officers in the community
Therefore, we will create more participation opportunities.
Action 10
Implement new ways to include young people’s voices in council decisions, making by building stronger links between the Youth Council and the council’s Leadership Team.
Progress measures
Increased engagement, participation and inclusion of young people’s views, needs and voices across all council services.
Produce and frequently review a plan to provide solutions to young people's needs with input from the lead members and Youth Council.
Action 11
Senior officers and ward councillors to run surgeries in community spaces across the borough.
Progress measures
Holding monthly ward surgeries across the borough with ward councillors and senior officers.