Agenda item

The Council’s Annual Performance Report for 2024–25 was presented to the Committee and consolidated key indicators for monitoring delivery of the corporate strategy. It was reported that a robust governance framework had been established, with performance reviewed at all levels from service teams to full Council. The report also incorporated proposed Local Government Outcomes Framework measures under consultation, including 15 priority outcomes and 115 statutory indicators.

The Committee heard that the counter-fraud team had exceeded expectations by over £2 million. Offering services to other councils had been considered but deemed unsuitable. Instead, the remit had been broadened to include debt recovery and the Committee commended the team for its strong performance.

Housing repairs and maintenance were discussed. It was reported that over 3000 repairs had been completed across council dwellings during the previous year. The Committee heard that improvements had been introduced to enable tenants to log repairs and track operative visits using modern technology. Annual tenant surveys were said to show above average satisfaction rates compared to other social landlords, although some feedback indicated difficulties in speaking to staff directly. Tenant interest group meetings were being held to address this and encourage digital engagement, while recognising that digital solutions were not suitable for all residents. Procurement arrangements were also considered and it was explained that a mixed approach to engaging external contractors was preferred to ensure resilience and flexibility.

Highways maintenance was reviewed and investment in roads and pavements was highlighted. The Committee noted that road conditions compared favourably with other boroughs, supported by a strong capital programme. Pothole repairs had fallen significantly and winter resilience plans were highlighted to Members.

The Committee discussed EV charging infrastructure, noting figures relate to public chargers per 100000 people. A partnership with other boroughs aimed to share expertise, reduce risk and secure funding, while addressing local challenges such as housing density and exploring solutions like pavement cabling. It was confirmed that collaborative models were favoured over standalone approaches.

Concerns about call handling were raised. It was explained that call volumes were monitored daily, with spikes linked to service changes. A new website and AI tools were planned to improve access and provide 24/7 support. Digital inclusion initiatives were noted and the number of staff answering phones had reduced from 120 to fewer than 20, delivering savings while maintaining service quality. The Council was recognised as the first local authority to implement AI, with second-generation AI now in use.

The Committee noted that the housing service had achieved a C2 rating, above most authorities. Repairs were responsive and £108 million investment in planned maintenance was reducing callouts and improving energy efficiency.

In terms of cybersecurity, it was noted that the Council had been commended for strong leadership and governance following a Local Government Association Cyber 360 review. Continuous threat and phishing monitoring was in place, supported by Microsoft technology and cloud systems. Mandatory staff training and phishing simulations had been introduced to reduce risk. Planned investment in backup systems was highlighted, alongside the need for vigilance against evolving threats, including AI-driven attacks. While threats could not be fully eliminated, robust mitigation and rapid response measures were established.

Local procurement was reported as increasing and economic growth initiatives were outlined, including inward investment and town centre regeneration. Call abandonment rates were explored as it was noted that around one-third of calls were abandoned during peak periods. Measures such as chatbots and hyper-local alerts were planned to reduce this and improve transparency.

Members commended officers for the clarity and presentation of the report.

RESOLVED: That the Committee noted the Annual Performance Report for 2024/25 as attached in appendix 1.