Agenda and minutes

- note the report and progress made

The Customer Services Officer submitted the annual Customer Services and Complaints report for 2003/04.

Despite an increase in the number of complaints received, the Programme Area’s performance had improved on complaints.  78% of stage 1 complaints were resolved within the target time compared to 64% in 2002/03.  Effective recovery action had been initiated during the second quarter of 2003/04 which had resulted in performance outturns of 66% for quarter 2, 90% for quarter 3 and 97% for quarter 4.  100% performance had been delivered on stage 2 and 3 of the Council’s Complaints Procedure compared to 39% and 77% in 2002/03 respectively.

20 Ombudsman enquiries had been received in the year compared to 21 in 2002/03.  No cases had been classified as maladministration and 5 resolved by local settlements. 

Of the 1,001 Councillors Surgeries received, 92% had been resolved within target time compared to 82% in 2002/03 and 53% in 2001/02.  Rotherham Connect was an important measure of the Programme Area’s commitment towards customer care, accessibility of its services and e-government.  This commitment was reinforced by the performance with 99% of the 285 enquiries received dealt within the target response time.

The outstanding results had been achieved through sound performance management using a range of innovative customer focused activity and by adding extra monitoring controls and performance measures to improve customer services.

Discussion ensued on the report with the following points made:-

·                    Approximately 12,000 customer satisfaction surveys were sent out with a return of 650.  The Audit Commission was happy with the robustness of the consultation process.

·                    The results of the telephone call monitoring should be shared with RBT.

·                    Any items of concern in the annual report will be picked up in the quarterly performance monitoring report.

·                    That quality control checks be carried out on the final letter sent out as a result of a Councillor Surgery enquiry.

Resolved:-  (1)  That the report and progress made be noted.

(2)  That the ALMO Project Board be made aware of the progress made.

- (a) to note the long term implications for the landfilling of municipal waste

- (b) that the diversion of biodegradable waste through the landfill permit scheme is give full consideration as part of the development of a Waste Strategy for Rotherham

The Head of Environmental Health reported on the Government’s announcement of the provisional allocation of landfill allowances which would be made to the Council under the Waste and Emissions Trading Act 2003 through The Landfill (Scheme Year and Maximum Landfill Amount) Regulations 2004 for each year from 2005/06 to 2019/20.   There were interim target years where statutory reductions to 1995 levels had to be achieved.  The scheme would operate from 1^st April, 2005.

Each waste disposal authority had now received details of the provisional allocation of allowances they would receive for the period 2005 to 2020.  The permit allocation reflected a year-on-year reduction in the amount of biodegradable waste the Council would be allowed to landfill to ensure the 2020 target for the United Kingdom was achieved.

An initial analysis of Rotherham’s allocation indicated that, based upon the trends in waste growth in Rotherham and the continued development of the recycling infrastructure, the Council would exceed its permit allocation with effect from the 2007/08 financial year.

For those local authorities that exceeded their allowances a fine £200 per tonne may be levied.  It was currently projected that Rotherham would face an increase of approximately £2.5M in disposal costs to comply with the Legislation.

Resolved:-  (1)  That the long term implications for the landfilling of municipal waste generated by Rotherham be noted.

(2)  That the diversion of biodegradable waste through the landfill permit scheme be given full consideration as part of the development of a Waste Strategy for Rotherham.

(3)  That the report be referred to the Environment Scrutiny Panel and Cabinet to keep them fully informed of the situation.

- to note the action taken

In  accordance with Minute No. 34 of 19^th July, 2004, the Head of Housing Services reported on proposed action to be taken.

It was proposed that ongoing monitoring by the police and Council Officers continue, in liaison with the residents in the area, and address any issues that arose.  It was also intended to rehouse the tenant of No. 45 Barber Balk Road as soon as possible and seal off the site pending demolition (due to commence in November, 2004). 

Resolved:-  (1)  To note the actions taken.

(2)  That the issue of marketing sites by Economic and Development Services before demolition commenced be discussed at the future joint meeting of the Cabinet Members for Economic and Development Services and Housing and Environmental Services.

- minutes of meeting held on 9^th September, 2004

The minutes of the meeting of the above Group held on 9^th September, 2004, attended by Councillors Wyatt (in the Chair); Atkin, Littleboy, Senior and Walker, were noted.

(The Chair authorised consideration of the following item to enable Members to be informed of the Programme area’s current performance.)

The Performance and Development Officer submitted the 1^st quarter performance report of 2004/05.

82% of Indicators were achieving their quarterly control target with action in place to ensure all the year end targets were achieved.  Despite targets being stretched, this was an improvement from the previous quarter where 76% of Indicators had met the outturn target.  Currently 83% of those performance indicators that related directly to the Comprehensive Performance Assessment were on track to meet the year end targets.

When compared to the All England figures, Housing Services had 2 Indicators that had moved up a quartile place with 6 remaining static compared to the same period last year.  Environmental Health had 2 that had moved up a quartile place, 4 having remained the same and 1 dropping a place, although in line with projected national trend.  The Programme Area currently had 6 Indicators in the top quartile compared to 3 Indicators at the same stage last year. 

An action plan had been developed utilising customer feedback to deliver improvements in both the short, medium and longer term which had already seen a rise in the level of satisfaction from 75.5% in March, 2004 to 80% in July, 2004.

The Programme Area’s performance management network had been externally validated by HouseMark which had praised the strides forward made.

Resolved:-  That the report and progress made be noted.

The following items are likely to be considered in the absence of the press and public as being exempt under those paragraphs indicated below of Part 1 of Schedule 12A to the Local Government Act 1972.

Resolved:-  That, under Section 100A(4) of the Local Government Act 1972, the press and public be excluded from the meeting for the following items of business on the grounds that they involve the likely disclosure of exempt information as defined in those paragraphs indicated below of Schedule 12A to the Local Government Act 1972.

(Exempt under Paragraphs 4, 5 and 8 of the Act - contains names and addresses of applicants requesting financial assistance from the Authority)

1.  Finance

As a result of a meeting between Neighbourhood Services and Social Services on 10^th September, 2004, attempts were being made to identify further funding for the discretionary element of adaptations.  If not successful the issue would be raised with the Executive Directors. 

Resolved:-  That a report be submitted in 2 months’ time on the possible partnership working arrangements. 

2.  Applications

The Head of Housing Services submitted 3 Disabled Facilities Grants (private sector) and 3 Disabled Facilities adaptations (public sector) for consideration.

(i)  Public Sector Applications

Resolved:-  That application Nos. 17938, 18528 and 18409 be approved in the sum of £66,840.00:-

(a)  substantially in accordance with plans and specifications submitted by the Head of Housing Services;

(b)  within a period of 12 months of the application being approved.

(ii)  Private Sector Applications

Resolved:-  That, subject to (1) above, application Nos.17933, 18633 and 17516 be approved in the sum of £75,000.00 (mandatory) and £40,014.86 (discretionary):-

(a)  substantially in accordance with plans and specifications submitted by the Head of Housing Services;

(b)  within a period of 12 months of the application being approved.

(Councillor Jack declared a personal interest in application No. 18528 and did not take part in any discussion thereon.)

(Exempt  under Paragraphs 4, 5 and 8 of the Act - contains names and addresses of applicants requesting financial assistance from the authority)

(The Chair authorised consideration of the following item to enable the petition to be processed.)

(Exempt under Paragraph 3 of the Act – accommodation provided by the Authority)

Report not available electronically

The Democratic Services Manager submitted a petition containing 6 signatures regarding the anti-social behaviour on Vines Close, Masborough.

Resolved:-  (1)  That the petition be received.

(2)  Head of Housing Services investigate the matters raised and submit a report thereon in 1 month.

(Exempt under Paragraph 3 of the Act – accommodation provided by the Authority)