The Organisation and Communities Scrutiny Panel were scheduled to meet to discuss member's casework performance, customer service performance, and to commission future reports. The meeting was scheduled to be held in Committee Rooms 4 & 5, Town Hall, Wellington Street, Woolwich and was open to the press and public. Councillor Joshua Ayodele, Chair of Organisation and Communities Scrutiny Panel, was scheduled to chair the meeting.

Customer Services Performance

The panel was scheduled to discuss the customer services performance report. The report included performance figures across the last 2 years for:

• Telephony Performance
• Email Handling Performance
• Fix My Street
• The Woolwich Service Centre
• The Eltham Service Centre
• Mobility services
• Digital Health and Care Technology (DHACT) Monitoring and Response service
• Royal Greenwich Interpretation Service

The report stated that demand continues to be a challenge, and that work is underway to bring in digital channels for customers to self-serve. It also noted that the Customer Service restructure completed in December 2023 has now been fully embedded.

The report stated that overall contact volumes rose by 9%, largely due to the introduction of Responsive Repairs calls into the daytime operation. It also stated that there has been some decline in performance metrics compared with the previous year, which is largely linked to the Contact Centre operating with a higher-than-normal vacancy level to support the Medium-Term Financial Strategy (MTFS).¹

The panel was also scheduled to note that the opening hours of the Corporate Contact Centre have been extended to 8:00 a.m. – 6:00 p.m.

Members Casework Performance and Review Monitoring

The panel was scheduled to consider an update on the performance of the Member's casework management process. The report stated that engaging with people in the community and understanding their concerns is a vital responsibility of a Council Member, and that casework plays a crucial role in helping Members support, advocate for, and address the issues faced by individuals.

The report also stated that casework management is dependent upon effective ways of managing information between Members, Members support officers, and Directorate Officers as information owners, and that the Royal Borough of Greenwich uses a CRM² called Dynamics.

The report included the following statistics:

The report stated that casework requests have increased in 2025 and are predicted to be about 14% higher than in 2024. It also stated that Communities and Environment and Housing continue to have the highest percentage of casework (46% and 34% respectively in 2025).

The report also included a benchmarking exercise that was carried out in March 2024, which compared the performance, processes and practices of Royal Borough of Greenwich with other authorities.

Commissioning of Future Reports

The panel was asked to note the work items that are scheduled to be presented to the meeting of the Organisation and Communities Scrutiny Panel taking place on 22 January 2026, which include:

• Legal Services Performance
• Human Resources Performance

The panel was asked to consider the scope of forthcoming reports and specify any detailed requirements.

Other Matters

The agenda also included:

• Apologies for Absence
• Urgent Business
• Declarations of Interest
• Minutes from the meeting held on 25th of September 2025.