Agenda and minutes

To consider the minutes of the previous meeting and update any matters arising

Consideration was given to the minutes of the previous meeting held on 11^th June, 2007.

Resolved:-  That the minutes of the meeting held on 11^th June, 2007, be approved as a correct record.

Resolved:- That one Member of the Sustainable Communities Scrutiny Panel attend the conference entitled ‘One Living Planet – One Planet Living’ to be held in Leeds on Wednesday, 5^th September, 2007.

Consideration was given to a report of the Strategic Director, Financial Services, which provided details of the complaints received and handled during 2006/07.

There had been 945 complainants making 1,589 complaints, the majority of which were in relation to Neighbourhoods/2010 Rotherham Ltd. (combined total of 40%).  However, when taking into account individual complaint points which were felt to be more representative of the issues raised by customers, Adult Services and Children and Young People’s Services accounted for the majority.

There was a general increase in the number of people complaining since last year but it was felt that the 2005/06 figures had been exceptionally low.  The report also highlighted:-

-              Since the creation of the Children and Young People’s Directorate there had been an increased focus on handling complaints and targeted staff training;

-              Adult Services had received 468 Stage 1, 2 and 3 complaints by 159 customers;

-              Overall complaint performance had increased with 1,447 (81%) of complaints closed in the year compared with 67% in 2005/06;

-              There has been a 59% increase in recorded complaints from 2005/06;

-              16% of all complaints were upheld;

-              9% of all complaints were partially upheld over the period;

-              25% of all complaints were either upheld in full or in part;

-              The need to evaluate the reasons for the high percentage of Stage 2 complaints either upheld in part or in full;

-              No reports of maladministration had been issued.

Members noted that the Council has improved its average response time, to the Local Government Ombudsman first enquiries, to 34.7 days (an improvement from the 2005/06 figure of 35.8 days), but was not yet meeting the target of 28 calendar days. In order to address this issue, the Local Government Ombudsman had agreed to forward referrals by electronic mail and to accept responses by the same method. Other actions to improve this performance were outlined in the appendix to the report submitted.

It was also noted that 52% of all Stage 2 complaints were upheld either in full or in part and therefore further analysis would need to be undertaken given that the vast majority of these complaints were not upheld at Stage 1.

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

(2)  That the action plan set out at Appendix C of the report submitted be noted, in particular the proposed scrutiny review of the complaints process and procedures that is to be undertaken.

(3) That the arrangements for staff training, identified by the Performance and Scrutiny Overview Committee, be supported.

(4) That the Director of Internal Audit and Governance be asked to review the action plan prior to its implementation, with a view to adding issues to the issues log.

(5) That future monitoring reports about complaints made to the Council be submitted to the Cabinet Member and Advisers for Sustainability and Innovation at quarterly intervals.

The Chief Executive, RBT, submitted a report on the progress and performance of RBT for the period May, 2007, highlighting:-

-              celebration of 18 years of Welfare Rights service

-              all Contact Centre Service Level Agreements had been achieved for the third consecutive month

-              IVR developments continue within the Contact Centre

-              Online mileage and expense claims now available through YourSelf (Intranet)

In addition reference was also made to:-

- the difficulties experienced across the Council during the severe weather and flooding of June and July (with a consequent effect upon certain performance indicators);

- the successful pilot of the use of the procurement card;

- the continuing development of the e benefits ‘self serve’ system;

- the importance, for the Council’s overall budget position, of achieving high performance with Council tax collection.

Resolved:-  That the report be noted.

Emma Bridge, Policy Officer, submitted a report on the Nottingham Declaration on Climate Change.

Nottinghamshire County Council first launched the Nottingham Declaration in 2000.  It was designed specifically for local authorities to enable them to show their commitment to addressing Climate Change and had already been signed by over 200 local authorities.  Signing up to the Declaration gave authorities access to a national web based resource designed to support local authorities throughout all stages from starting to address the challenges of climate change through to reviewing implemented plans and promoting the exchanging of ideas and experiences, including best practice.

The Declaration would show the Council’s commitment to long term plans for reducing greenhouse gas emissions and build on the existing Environment Policy and Sustainable Development Framework.  Rotherham already fulfilled many of the commitments but would need to bring them into a single succinct Climate Change Action Plan document.  It was proposed that the Action Plan be developed, implemented and project managed by the Members Sustainable Development Action Group.

Resolved:- (1) That the details of the Nottingham Declaration, as now reported, be noted.

(2) That the Cabinet be asked to approve that the Nottingham Declaration be signed by the Council and an appropriate press release be issued.

Consideration was given to a report of the Chief Executive, RBT, on the progress of the Rothercard Service provided by the Revenues and Benefits Service of RBT.

The main points of the report were:-

-              The Service was launched in 1993 to prioritise support for Rotherham people living on a low income

-              The criteria was extended in 1996 to include a range of disability benefits and 16-19 year olds in full-time education.  The over 60s, looked after children and refugee/asylum seekers became eligible in November, 2002

-              55 public issuing points across the Borough as well as a number of agencies and groups

-              Environment and Development Services were the principle discount provider offering 35% discount on a wide range of leisure activities including hire of Library products.  The Civic Theatre and Arts Centre offered a discounted price according to performance

-              £50 discount on funeral and cremation expenses for the relatives of deceased Rothercard holders and a 20% discount on the charge for the cost of maintaining memorials in a safe condition

-              50% discount on the Bulky Item Removal Service

-              Over 40 local businesses supported the scheme

-              Membership had risen from 4,342 in April, 2002, to the current figure of 10,353.

Members debated the need for the Cabinet to have discussions with the Rotherham Chamber of Commerce about the possibility of more retail outlets participating in the Rothercard scheme. Additionally, the Council’s partner organisations (for example, in leisure services provision) should also participate in the Rothercard scheme.

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

(2) That the report be referred to the Democratic Renewal Scrutiny Panel for further consideration.

To consider the minutes of the meeting of the Procurement Panel held on 25^th June, 2007

Consideration was given to the minutes of the meeting of the Procurement Panel on 25^th June, 2007.

Resolved:-  That the contents of the minutes be noted.

To consider the minutes of the meeting of the Communications and Marketing Group held on (a) 10^th May, 2007 and (b) 4^th June 2007

Consideration was given to the minutes of the meetings of the Communications and Marketing Group held on 10^th May and 4^th June, 2007.

Resolved:-  That the contents of the minutes be noted.

To consider any questions received from Elected Members

The meeting noted that the issue raised by a Councillor, concerning communications difficulties during the inclement weather in June and July, was now being examined by the Council, jointly with RBT.

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 Paragraph 3 of Part I of Schedule 12A to the Local Government Act (information relating to the financial or business affairs of any person (including the Council)).

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 Paragraph 3 of Part I of Schedule 12A to the Local Government Act 1972 (information relating to the financial or business affairs of any person (including the Council)).

The Chief Executive, RBT, submitted a report highlighting the major risks in RBT and the actions being taken to mitigate those risks.

Members debated the benefits of RBT participating in the risk management review of the whole Council.

Resolved:-  (1)  That the report be received and its contents noted.

(2) That the progress made in implementing the risk management actions and the impact of those mitigating actions, be noted.

The Data Protection and Information Security Officer presented a report concerning the new corporate contract and policy for the disposal of confidential waste. It was noted that the Council’s e Government Board had approved this policy and supported the establishment of the new contract.

Resolved:- (1) That the report be received and its contents noted.

(2) That the disposal of confidential waste, in accordance with the new policy and contract, as detailed in the report now submitted, be approved.

(3) That a revised briefing note be distributed to all Members of the Council, about the disposal of confidential waste.