Agenda and minutes

An apology of absence was received from County Borough Councillor W Jones.

The Chair of the Committee welcomed Members to this the first meeting of the New Year and introduced the Officers, the Service Director Democratic Services & Communications and the Customer Feedback, Engagement and Complaints Manager.

To receive disclosures of personal interest from Members in accordance with the Code of Conduct

Note:

1.     Members are requested to identify the item number and subject matter that their interest relates to and signify the nature of the personal interest: and

2.   Where Members withdraw from a meeting as a consequence of the disclosure of a prejudicial interest they must notify the Chairman when they leave.

In accordance with the Council’s Code of Conduct, there were no declarations made pertaining to the agenda.

To approve as an accurate record, the minutes of the following virtual Overview & Scrutiny Committees:-

Ø  1^st December 2020

Ø  9^th December 2020

It was RESOLVED to approve the minutes of the 1^st December 2020 and the 9^th December 2020 as an accurate reflection of the meetings subject to it being noted that with regards to the Minutes of the 9^th December 2020:-

Ø  Mr Jeff Fish, Co-opted Member was in attendance at the meeting held on the 9^th December 2020; and

Ø  County Borough Councillor E Stephens corrected Councillor Webster’s verbal account which should read ‘Column Street’ not ‘Callum Street’

Matters Arising: Minute 6 (011220)

Residential Care

County Borough Councillor P Jarman raised concern regarding an FOI request which had been submitted to the Council asking for background papers relating to the matrix regarding the 11 Care Homes which highlighted the strengths and weaknesses of each of the homes to determine the order in which they were presented. The matrix had formed part of the report which had been considered by Cabinet. Councillor Jarman suggested that the matrix had been put together orally by 5 Officers with no formal record of how the matrix had been constructed. The Member asked whether a report could be presented to the next meeting with an explanation.

Following consideration of the matter it was RESOLVED that an explanation as to how the matrix was formed would be included in the next report regarding Residential Care to the Overview & Scrutiny Committee.

To consider the forward plans of the Cabinet and Overview & Scrutiny Committee for the 2020/2021 Municipal Year

The Service Director Democratic Services and Communications presented his report which outlined the draft forward work programme for the Overview & Scrutiny Committee for the remainder of the 2021 Municipal Year and providing opportunity for scrutiny to identify further items for pre scrutiny from the Cabinet work programme.

The Service Director advised that a focussed approach would continue with regards to the forward work programme as had been the case over the past few months with Overview & Scrutiny addressing a number of strategic matters. Members were reminded that the forward work programme priorities are subject to change should other specific business need to be considered by the Committee on this date. He also advised that the Scrutiny/Cabinet engagement sessions would be arranged over the next few weeks with the Overview & Scrutiny session held with the Deputy Leader, County Borough Councillor M Webber and the Chair and Vice Chair before the end of the month.

Members were informed that a position statement would be presented to the Scrutiny Working Group before the end of the municipal year, which had been established to consider how future rail and transport infrastructure and services could develop and build on the early stages of implementation of the South Wales Metro in Rhondda Cynon Taf. Committee was reminded that this Notice of Motion had been referred to the Overview & Scrutiny Committee and work had commenced on the matter prior to the Pandemic but had subsequently been on hold.

The Service Director advised that an update would also be reported to Committee in respect of the ten recommendations submitted to Cabinet by the Scrutiny Working Group established to consider the development of Infrastructure to support Low Carbon Vehicle Ownership in Rhondda Cynon Taf following the Notice of Motion considered by Council.

In conclusion, the Services Director advised that as directed by the committee the 21 Century Schools and Colleges Programme – Mutual Investment Model would in the future be considered by this scrutiny committee rather than the Children & Young People Scrutiny Committee once the matter has been identified on the Cabinet work programme.

A Member asked when the Overview & Scrutiny Committee or Full Council can expect an update on the Cardiff Capital Region - City Deal and whether the Committee could consider undertaking pre scrutiny on the following items on the Cabinet forward work programme:-

1.    The Processing of Mixed Kerbside Recycling

The Service Director Democratic Services & Communications confirmed that the scrutiny arrangements for the Cardiff Capital Region - City Deal are now with RCT and are being taking forward robustly and confirmed that a report to this scrutiny committee would be forthcoming and a further address by the Chief Executive of the Cardiff Capital Region - City Deal would be provided to Council before the end of this municipal year.

With regards to the other matters highlighted, it was agreed to include the Council’s response to the  ...  view the full minutes text for item 20.

To receive an overview of the Council’s Corporate Feedback Scheme with a view to identifying themes, trends and improvementsfor future review.

The Service Director, Democratic Services & Communications presented his joint report with the Group Director Community & Children’s Services with the purpose of providing the Overview & Scrutiny Committee with the inaugural Annual Report relating to the operation and effectiveness of the Council’s Corporate Customer Feedback Scheme (‘CFS’) between April 1^st 2019 and March 31^st 2020 prior to consideration by Cabinet.

The Customer Feedback, Engagement and Complaints Manager advised that the report before Members considers the Customer Feedback Scheme which differs from that which relates to Adult/Children’s Services which is has a different reporting mechanism.

The Customer Feedback, Engagement and Complaints Manager provided an overview of the operation of the Customer Feedback Scheme (CFS), how the quality of the reporting and the level of information available has improved which has developed the effectiveness of the service delivery within the individual service areas.

A total of 1155 feedback items were logged for 2019/20 which the Customer Feedback, Engagement and Complaints Manager advised is likely to be an underestimate of the actual amount of feedback received with compliments in particular being under reported. It was reported that a new reporting system is due to be implemented which will ensure that the feedback is better captured.

Members were informed that the categories are determined by the Ombudsman and have been categorised as ‘Upheld’ or ‘Not Upheld’ but there is an intention to elaborate on these categories to enable service areas to log upheld/not upheld as well as categorising the nature of the complaint and outcome. It was advised that 70% of Stage 1 complaints were dealt with within 10 working days with 59% of Stage 2 complaints dealt with within the designated 20 working days which is a positive result and evidence that frontline staff are responding and resolving complaints.

The Customer Feedback, Engagement and Complaints Manager reported that 39 complaints were referred to the Public Services Ombudsman, 14 complaints referred to the PSOW related to Social Care. 

Members were referred to the section which set out the examples of complaints and service improvements which demonstrates good progress made over the past 12 months by detailing how the service intends to make improvements. Examples of comments and compliments were also included within the report.

In conclusion the Customer Feedback, Engagement and Complaints Manager reported on the future developments and priorities for the service in 2020/21 such as improved complaints training, improved reporting, public facing information and improved customer feedback.

The Customer Feedback, Engagement and Complaints Manager responded to the following questions:-

Ø  What constitutes a complaint?

Ø  Does the Council capture the issues raised by residents through social media?

Ø  Does the data include issues raised by Elected Members?

Ø  Is there any performance data relating to the responses back to the complainant.

The Customer Feedback, Engagement and Complaints Manager clarified that a complaint needs to have been previously logged and reported on the system for follow up. It was confirmed that social media platforms are commonly used as vehicles for complaints however the  ...  view the full minutes text for item 21.

To reflect on the meeting and actions to be taken forward.

The Chair extended his thanks to Members for attending the meeting and advised the next virtual Overview & Scrutiny Committee would be held on the 23^rd February 2021.