Agenda item

The Scrutiny Panel to consider the outcomes from the recent site visits.

·        Danes Camp-report attached

·        EMS site visit

·        Visit to Councils other customer services facilities.

Danes Camp

Councillor Palethorpe reported back on the visit to the Danes Camp facility.

The main points were as follows: -

·        The Panel were very impressed with the way that the facility was being run. They were not afraid to admit when they had made mistakes but took the overall view that it was better to openly recognise any problems and address them.

·        There was a recognition that the needs of existing customers needed to be considered alongside that of having to attract new customers.

·        There is a concern over how car parking changes surrounding the leisure sites might affect future business.

·        The facility was busy, seemed well run and staff were welcoming. There seemed to be some minor inconsistencies in uniform. Members were also impressed with the crèche facilities.

·        Overall there was confidence that the Leisure Trust would go from strength to strength.

EMS

Councillor Meredith reported back on the EMS site visit.

The main points were as follows: -

·        Access to the site was difficult, signage was poor and speed restrictions did not seem to be adhered to.

·        There were a lot of agency workers on site. This led to a feeling that with so many temporary staff enough consideration wasn’t given to training and enforcement of health and safety. Ear defenders were not always being used where they should be.

·        There seemed to be a conflict between Housing services and EMS on usage of the site. It was also felt that there was a poor rapport between EMS and the neighbourhood wardens who could act as a more effective liaison.

·        Members felt that there were a number of issues concerning visitors to the site. They felt that signage and speed limit information was inadequate. The site has been resurfaced and two new weighbridges provided.

Housing Benefits

·        Members listened in to a call where an officer completed a Housing Benefit claim form with the customer. They felt that the officer involved had been very good, explaining things as they went along and leaving the customer with a clear picture as to what the next steps would be.

·        There was concern at the numbers of single homeless that were presenting to the Council. It was noted that although there was not a statutory duty to rehouse them unless s they were in a vulnerable category staff did make an effort to help and advice them. There was an overall concern that the numbers presenting will increase as a result of the Welfare Reform Act 2012, which will increase the pressure on staff.

·        Members were very impressed at the speed in which a member of the Housing options team processed a query.

Guildhall Office

·        Members felt that the Guildhall Office staff were very important in keeping the building running. It was noted that they did not wear uniforms.

·        It was felt that there were some issues with signage and that it could be made clearer where the public should go particularly to access the registrar’s service.

Planning

·        Planning did not use the central call answering service.

·        Panel members felt that there should be a clearly signed designated area in the One Stop Shop for Planning.