Relationships, trust and resident voice
Commitment 9
Make regular use of restorative approaches where relationships break down.
Lead
Cross-council (Grenfell Partnerships, HR and Communities)
Our progress
Restorative practice, which deals with conflict and harm, is being used or offered in situations where relationships breakdown. The Grenfell Partnerships Team has made use of restorative expertise in the consultation on the Future Grenfell Support programme.
Restorative practices have also been incorporated into the Public Participation Commitments.
Next steps
Restorative training is being embedded into the work on the Inquiry Commitments and will be offered to the Independent Advisory Panel.
Restorative practice training was also taken by the staff Inquiry Oversight Group in January 2026.
Commitment 10
Reflect together about decisions made since the Grenfell tragedy.
Lead
Cross-council
Our progress
Work is underway on the final report on the delivery, reach and impact of the Grenfell Recovery programme.
Next steps
The report will consider key learning points from the recovery programme. The Inquiry Working Group is also looking at options to capture learning from the response and recovery effort.
When this will happen
The final impact report was presented to the Overview and Scrutiny Committee in October 2025.
Commitment 11
Share information and performance data openly and transparently.
Lead
Corporate Strategy and Grenfell Partnerships
Our progress
All performance data is published quarterly on our website and reviewed by the Overview and Scrutiny Committee, Joint Leadership Team and Executive Management Team.
Next steps
Our internal audit team will be undertaking an audit of the corporate performance team. We are also working with Audit to look at how we might align performance, delivery and risk reporting more closely. This is expected to be completed in 2026.
This standard is now embedded within the council.
Commitment 12
Ensure senior leaders maintain regular direct contact with communities.
Lead
Cross-council
Our progress
Ward-based meetings or surgeries have been arranged across the borough between Summer 2025 and early 2026. These give people the opportunity to speak with lead members and senior officers directly.
Next steps
The ward-based meetings have been well attended and praised, and the Oversight Team will take what has been learnt through this programme of meetings to develop and embed a long term and continuous approach to this.
Commitment 19
Develop cross-council approach to equalities through our Fairer Action Plan.
Lead
Corporate Strategy
Our progress
Our new Fairer Action Plan setting out our cross-council approach to equalities was approved by the Leadership Team on 23 April 2025. The plan has been published on the website and shared with all the community groups that took part in the extensive consultation.
Next steps
We are now focusing on implementing the plan's actions.
Ongoing monitoring of delivery of the actions will be through the Corporate Equalities Board and external monitoring through regular updates to the Overview and Scrutiny Committee. An annual update will be presented to the Leadership team and Overview and Scrutiny Committee in 2026.
This project is now complete.
Commitment 20
Review approach to equality impact assessments.
Lead
Corporate Strategy
Our progress
The Equalities Impact Assessment and Equalities audit has concluded and the final report has been issued.
We will review the recommendations and create an action plan for delivery, including a review of the EQIA process and documents. An update will be presented to the Equalities Board in July alongside a delivery plan. We will present an update on this work to the Overview and Scrutiny Committee in October.
Next steps
A new Equalities Impact Assessment (EqIA) form and guidance will be ready for January 2026.
Over the next few months there will also be a framework for EqIA Champions, new governance arrangements for oversight og EqIA forms, a council-wide EDI work programme and further developments and improvements to the Equalities Board.
A timetable has been agreed for delivery of all recommendations in the Audit by May 2027.
Commitment 21
Increase local residents employed by the council.
Lead
Human Resources
Our progress
The percentage of council employees who are borough residents is currently about 8 per cent. We will work towards increasing this by 2 per cent by 2027. This promise has been incorporated into the new Fairer Action Plan, agreed by the Leadership Team in April 2025.
In Autumn 2025, a new corporate internship programme launched for residents who live in social housing, are 18 to 24 years old and want to gain workplace experience with the council.
Next steps
We will continue working with the borough's Employment Partnership Group and the Employers’ Forum and the council’s Housing and Employment Service. We want to strengthen connections between major local employers and education providers to increase the number of people working across the borough and within the council.
Our review of our apprenticeship programme and improvement plan to increase local employment is to be complete by summer 2026.
We will implement a review of our inclusive recruitment process by the end of 2026.
This project is now complete.
Commitment 22
Ensure more routine presence for senior offices in community.
Please see Commitment 12.
Commitment 23
Review councillor training on resident experiences.
Lead
Governance
Our progress
How best to address this question was discussed at the meeting of the cross-party Member Development Steering Group in April 2025, for current and future councillors.
Next steps
Two ‘Understanding our Local Communities’ sessions have been scheduled on 2 and 14 July 2026 (one in a location in the north, the other in the south) as part of the New Councillor Induction Programme.
The detailed design of these sessions is currently being planned but the events will involve direct interaction with, and direct involvement of, a panel of residents.
Commitment 35
Review complaints process end-to-end.
Lead
Customer Delivery
Our progress
The review process is being facilitated by an external Restorative Practitioner. In late 2025 a survey was sent to over 2,000 email addresses from complaint cases submitted in the previous twelve months. 122 individuals responded to the survey providing feedback on their experiences and 86 asked to be involved in the co-design process of the review.
In January 2026 three sessions with residents were held using restorative approaches, focused on understanding residents’ experiences, their feedback, and requests of the council.
15 of these residents have been invited to continue to the next stage of the review, where officers from across the council will work with residents to develop recommendations for sign off.
Next steps
The staff survey on complaints process will conclude in February, with the resident and staff session to take place in February.
The internal session for leaders and staff involved in complaints will take place in March to develop solutions to respond to requests, and the Ombudsman and Complaints Managers from other councils will be invited.
There will be a resident and staff session in April to review and form recommendations for the council.
Commitment 36
Ensure senior officer engagement with ward councillors.
Please see Commitment 12
Commitment 37
Review Charter for Public Participation and Citizen's Panel.
Lead
Communities
Our progress
In 2025, we asked residents to share their views on how we can improve public participation in local decision-making, as part of our ongoing commitment to become a more transparent and listening council. More than 500 people took part, through surveys, focus groups and community events. Consultation results have been published on our website.
We have co-designed the new Charter for Public Participation commitments with 12 local people and 3 members of staff who live, work or learn in the borough. An independent facilitator helped ensure that we created a psychologically safe space for everyone to contribute and be heard. Participants were paid London Living Wage in cash or equivalent vouchers or mayor’s donation to recognise their time. Our new rewards and incentives guidance has also been launched to ensure no resident is left out of pocket for public involvement with us.
The new commitments will implemented alongside a new resident oversight group, a measurable framework, and involvement from Scrutiny to keep the council accountable on our promises.
The revised Charter, renamed as our Public Participation Commitments, was adopted as part of the council’s constitution and published on the RBKC website in December 2025.
Next steps
Alongside publishing the new commitments on our website, we will publish a suite of case studies that bring the new public participation approach to life.
We continue to engage with the Citizens’ Panel in more engaging and participatory ways, with a greater emphasis on in-person discussions and events. This includes multiple focus groups on a range of topics including procurement, community safety and housing. Panel members have also taken part in mystery shopping of the borough’s libraries.
We will also be publishing the measurement framework to go alongside the new Charter commitments. Thereafter there will be an annual progress report with resident input and oversight.
This project is now complete.
Commitment 38
Experiment with co-design and participatory approaches.
Lead
Communities
Our progress
The Public Participation Commitments have successfully been co-designed with local residents (see Commitment 37). The co-design built on the consultation’s findings and participants’ lived experiences.
Next steps
The new round of the Celebrating Co-production Programme, which seeks to improve the quantity and quality of co-design and co-production projects in the Council over the next 12 months, launched in November 2025. This builds on the last 2 rounds run from 2022-2024. Projects that will participate in the project include Grenfell Partnerships, Transformation and Communities, Housing Management, Children’s Services and Environment and Neighbourhoods.