Issue - meetings

To provide an update on performance as at the end of March 2026 and risk as at the end of December 2025 (report of the Service Director – Legal and Governance and the Service Director – Corporate Services enclosed.)

Consideration was given to the report of the Service Director – Legal and Governance and Service Director – Corporate Services which provided an update on performance as at the end of March 2026 and risk as at the end of December 2025.

The Portfolio Holder for Finance introduced the Quarter 4 Performance and Quarter 3 Risk Report, advising that the report had been considered in detail by both the Performance Monitoring Panel and the Governance and Audit Committee.

Issues raised through those meetings had been addressed by officers. Members were invited to raise any questions, with any detailed queries requiring officer input to be recorded and responded to in writing following the meeting if necessary.

Concern was raised regarding the performance indicator relating to the percentage of corporate complaints responded to within the Council’s target timescales. It was noted that the 95% target had not been achieved during the previous two years and that performance had declined further in Quarter 4. Clarification was sought as to whether the measure referred to an acknowledgement of a complaint or the provision of a substantive response.

In response, it was advised that the indicator related to providing a full response within the timescales set out in the Council’s complaints policy. It was explained that delays could arise due to staffing availability and because complaints often involved multiple service areas, making them more complex to investigate and respond to. While the target remained to respond within the prescribed timescales, it was acknowledged that achieving 100% compliance was rare.

Concern was expressed that the target had consistently not been met over a prolonged period and suggested that the target and underlying processes should be reviewed. During discussion, it was noted that the increasing use of artificial intelligence by complainants had resulted in significantly longer and more detailed submissions, which consequently required more officer time to investigate and answer. The concerns raised were acknowledged, and it was agreed that the matter should be reviewed further.

In relation to the Risk Register Members asked whether sufficient contingency arrangements were in place to maintain core services, such as waste collection and housing repairs, during periods of extreme weather, given the increasing frequency of such events.

It was confirmed that contingency plans were in place and recent examples were highlighted where operational adjustments had been made during periods of exceptionally hot weather, including altered working arrangements for frontline staff. It was further advised that weather-related operational challenges were regularly managed throughout the year. While such matters were recognised as current operational issues, it was considered that they did not represent a long-term strategic risk requiring inclusion on the Strategic Risk Register.

It was also noted that the Council already had 24 strategic risks identified and that the focus of the register should remain on significant strategic issues affecting the authority.

DECISION:

That the Cabinet considers and notes the quarterly performance for Quarter 4 (as at the end of March 2026) and risk monitoring information for Quarter 3 of 2025/26  ...  view the full minutes text for item 13