Listening to residents
Commitment 35
Review complaints process end-to-end
Lead
Customer Access.
Our progress
We prepared a draft scope for an end-to-end review which was discussed with the Executive Management Team.
Next steps
The specification for the review will be amended after feedback from the Overview and Scrutiny Committee and discussed with the Independent Advisory Panel when it is in place.
When this will happen
The final specification will be agreed and signed off and the review launched by end of July 2025. The review will be completed and recommendations put in place by April 2026.
Commitment 36
Ensure senior officer engagement with ward councillors
Lead
Cross-council.
Our progress
Ward-based meetings or surgeries are being arranged, which lead members and senior officers will attend so that people have the opportunities to speak to leaders directly.
Next steps
The format and content of these sessions will be agreed with ward councillors to ensure they reflect the concerns and priorities of residents.
When this will happen
These sessions will take place between mid-July 2025 and early 2026. The first session took place on 2 July 2025 in Colville ward
Commitment 37
Review Charter for Public Participation and Citizen's Panel
Lead
Communities.
Our progress
Formal consultation is underway with resident survey live with over 60 responses to date and open until 23 June. In addition, a number of in person and hybrid sessions have been carried out to understand resident and stakeholder views.
Next steps
Pre-involvement on the charter review is to conclude at the end of March. A formal consultation ran from April to June for 12 weeks.
A Citizens' Panel survey launched in May and ran through June.
An independent facilitator will be recruited to run a co-design group following the consultation.
When this will happen
We expect to have reached 350 residents through the consultation's survey and 60 residents through in-person meetings. Co-design on the updated charter started in July.
An updated charter will be published in the autumn. A review of the Citizens' Panel has also begun to ensure it remains broadly representative of the borough.
The new charter will be in place by the end of 2025..
Commitment 38
Experiment with co-design and participatory approaches
Lead
Communities.
Our progress
The Celebrating Coproduction Programme evaluation shows there are already a lot of local examples of co-design and co-production in the borough.
Part of the Charter for Public Participation review will be co-designing the Charter to show that the council is exploring how to share power.
Next steps
We will issue new guidance on rewards and recognition for residents, which will include piloting cash payments in certain circumstances. The new guidance has been approved by the Lead Member and discussed with departments who are regular users of the existing guidance. This incentives guidance will be presented to our Executive Management Team in July 2025
When this will happen
Once the review has concluded, we will ask each department to contribute their co-design or co-production programme to be part of the next round of guidance.
More staff training and resources will be needed to make this possible.