The Communities Overview and Scrutiny Committee met to appoint a chair and vice-chair, endorse principles of effective scrutiny, discuss economic development, review the year-end integrated performance report, and consider customer feedback. Councillor Chris Mills was appointed chair and Councillor Stephen Shaw was appointed vice-chair of the committee. The committee endorsed the principles of effective overview and scrutiny set out in the appendix to the [Principles of Effective Overview and Scrutiny Covering Report June 2025 1].

Economic Development Update

Isabel Woods, Head of Economy and Skills, presented an update on economic development in Warwickshire. She noted that the unemployment rate in Warwickshire has increased to 2.8%, but remains below regional and national averages. Coventry and Warwickshire are fifth in the UK for attracting new jobs through foreign direct investment¹, with nearly 3,000 new jobs created. The University of Warwick was ranked as a top university in the West Midlands.

Woods highlighted several initiatives:

• The UK Shared Prosperity Fund (UKSPF) will allow the council to extend the Business Growth Warwickshire business support programmes and Warwickshire Skills Hub programmes.
• The Royal England Prosperity Fund will cover business support and communities in North Warwickshire and Stratford District.
• The Warwickshire Careers Hub delivered a series of careers fairs.
• The Warwickshire Supported Employment Service (WSES) supports residents with disabilities and autism to explore work opportunities.
• The Coventry & Warwickshire Workwell programme has worked with 227 people, most of whom have a mental health condition.
• Warwickshire County Council officers attended the UK Real Estate Infrastructure and Investment Forum (UKREiiF) in Leeds to promote investment in Warwickshire.
• The Interactive Futures event showcased the video games industry in Leamington.
• The 'Warwickshire Women in Engineering 2025' initiative aims to attract more women into engineering, design and manufacturing.
• Mallory Court was awarded The Best Large Hotel in England at the National Visit England Awards.

Councillor Stephen Pimm asked about the average length of unemployment. Woods said that it was difficult to calculate due to people moving in and out of work, but she would look into providing more information.

Councillor Stuart Green asked what the council was doing to support engineering as a career choice for young people. Woods responded that the council has a careers hub that engages with secondary schools, provides placements, industry days and careers fairs.

Councillor Lorraine Grocott asked about analysis into why people are coming in and out of employment. Woods said that the council works to retain people in employment and understands what is driving people to leave jobs. Dave Ayton-Hill added that health reasons and people over 55 leaving the labour market are the biggest areas of growth in unemployment and economic inactivity.

Councillor Jonathan Chilvers referred to a new risk in the year-end integrated performance report regarding the council being unable to meet the Department for Education's (DFE) criteria for adult skills fund devolution. Woods responded that this was a requirement of the readiness criteria for devolution, and the council had submitted its criteria at the end of May.

Councillor Luke Cooper commented that the county is punching well above its weight and that the whole county needs to be considered, from tourism in the south to industry in the north.

Year End Integrated Performance Report 2024/25

Steve Smith, Director for Infrastructure Planning and Environment, presented the Year End Integrated Performance Report 2024/25. He explained that the report summarises the council's performance against strategic priorities and areas of focus, and includes progress against the Council Delivery Plan, key business measures, financial performance, and risk management.

Councillor Jonathan Chilvers noted that the report stated that area transport strategies were due for adoption in 2024-25, but were still in progress. Smith confirmed that they were still being drafted and would be shared with district and borough colleagues in early autumn, with adoption aimed for towards the end of the year.

A councillor asked what officers do with the information in the report. Mark Ryder responded that the team meets monthly to go through the financial and outcome measures, and the directors take that into their teams. Smith added that he is working on a project to improve performance on responding to planning applications, and uses the performance data to improve the project.

Councillor Luke Cooper commented that the report gives focus to areas, but it is important to remember that just because something isn't on target doesn't mean it's a bad thing, as targets can be set higher.

Councillor Dean Richards asked about the percent reduction in killed and seriously injured (KSI) on Warwickshire roads, and whether the fact that the council is not on track with that target means that KSI is static or going up, or whether the council has set itself a tough target. Dave Ayton-Hill responded that the council has set itself an aspirational target of a 50% reduction by 2030, and that the figures have reduced, but not as quickly as desired.

Communities Directorate Customer Feedback Annual Report

Ruth Rowlings, Service Manager of Customer Relations, and Corrine Harding presented the Communities Directorate Customer Feedback Annual Report. Rowlings noted that complaints have decreased by 43%, compliments have increased by 43%, and comments have increased by 89%. She attributed the reduction in complaints to a new system where the council decides at the point of contact whether something is a complaint or a comment, and training in line with the new Ombudsman Code. The top categories of complaints were council service standards, communication, and commissioned service provision. 66% of complaints are completed within timescale, and the top remedy is an explanation.

Councillor Jonathan Chilvers asked if the main reason that the number of complaints has gone down is because they have been reclassified as comments. Rowlings responded that the biggest impact has been the system and being able to reclassify, and training for the team.

Councillor Stuart Green asked about trends that have come out of upheld complaints. Rowlings responded that the top level detail is service standards, and that the services may have a better understanding of their trends.

Councillor Lorraine Grocott asked how the council ensures that people without easy access to the council's website are able to complain. Rowlings responded that the council takes letters, postal letters, phone calls, and emails, and tries to be as accessible as possible.

A councillor asked if the council is managing people's expectations on timescale so that it stops the second phone call coming through. Rowlings responded that the council makes every customer aware that there should be a first stage one response within 10 working days.

A councillor asked if lessons are only learnt when a complaint is upheld. Rowlings responded that the council tries to encourage lessons to be learnt even when a complaint is not upheld, and that training is being rolled out to show services how to add those lessons learnt.

Communities OSC Work Programme

The committee noted the contents of the work programme and were invited to suggest items for inclusion.