The Overview and Scrutiny Committee meeting on 14 April 2026 reviewed the council's corporate performance for the third quarter of the 2025-26 financial year, noting both successes and areas requiring attention. The committee also examined the quarterly report on complaints and members' enquiries, highlighting significant increases in complaint volumes alongside improvements in handling times and data quality. Finally, the committee received the annual report summarising the work of the council's various scrutiny committees throughout the municipal year.

Corporate Performance Q3 2025-26

The committee reviewed the Q3 corporate performance report¹, which detailed the council's progress against its Islington Together Delivery Plan 2024-26. Overall, the delivery plan work programmes were largely on track, with 84% of metrics performing well. Notable successes were reported across several missions, including improved support for care-experienced young people, nearly 6,000 residents assisted into paid work, and the achievement of 1,000 apprenticeship starts ahead of schedule.

However, some areas require continued attention. The Greener Islington mission reported that the target of 40% borough coverage by Liveable Neighbourhoods² would not be met, with no further schemes planned for Q4. Recycling rates also remained below the 36% target, although performance had improved over the past year. Challenges in school attendance were noted under the Child Friendly Islington mission, though provisional data for the next academic year showed positive signs. The Becoming an Age-Friendly Borough programme, previously rated amber due to resource gaps, was progressing following the appointment of a programme manager.

Councillor Ernestas Jegorovas-Armstrong raised a question regarding the funding secured for the 1.5 hectares of additional greening target, and whether the associated annual revenue cost of £700,000 had been secured. Officers confirmed that no additional budget pressure was anticipated, with resources being moved internally.

Discussions also focused on performance metrics related to contact centres, specifically R1 (calls answered) and R3 (resident satisfaction). While improvements were noted in R1, resident satisfaction remained below target. Melanie Rose, Director for IT and Digital Service and Customer and Complaints, explained that increased call volumes were partly due to failure demand stemming from issues in other services, such as housing repairs and council tax. Solutions being explored included optimising shift patterns, workforce alignment with peak periods, and addressing the root causes of calls through automation and process optimisation. Councillor Ruth Hayes highlighted that similar issues regarding residents being sent from pillar to post had been identified two years prior.

Regarding Liveable Neighbourhoods³, Councillor Benali Hamdache asked if the target would have been met had specific schemes been delivered. Officers stated they were not certain of the exact impact but confirmed plans were in place for borough-wide coverage, acknowledging that the rollout was taking longer than expected. The role of libraries and IT suites in supporting digital access for residents was also discussed, with officers confirming the availability of public PCs in libraries and access hubs, though one councillor noted that the library computers were sometimes difficult to use.

Councillor Hannah McHugh raised concerns about recycling capacity on estates and enquired if the remaining £1.36 million budget was ring-fenced for expanding recycling bins. Officers indicated this would need to be clarified with housing colleagues. The potential to use learnings from community budgeting for the community spaces review was also raised.

Quarterly Complaints and Members Enquiries Performance Report Q3 2025-26

The committee received a detailed report on complaints and members' enquiries for Q3 2025-26⁴. Melanie Rose, Director of IT and Digital Service and Customer and Complaints, presented the findings, noting a significant rise in complaint volumes, particularly within the Homes and Neighbourhoods Directorate. Despite this increase, marked improvements were observed in complaints handling performance, with higher acknowledgement rates and reduced average response times compared to the previous year. Fewer complaints were upheld at Stage 1 and Stage 2, suggesting better early investigations.

However, delays remained the primary driver of complaints, highlighting ongoing capacity issues. The report noted that while compliance rates were high, this was partly due to a significant use of extensions, particularly at Stage 1. The root causes of complaints were dominated by service delays (41% of Stage 1 complaints), followed by communication issues (15%) and a rise in failure to do something (8%).

The Housing Ombudsman⁵ issued 54 determinations with a high maladministration rate of 74%, predominantly concerning housing repairs. The Local Government and Social Care Ombudsman⁶ issued 26 determinations, with the majority being Will not investigate.

Member and MP enquiries also increased, with a lower proportion of member enquiries being completed within the target 10 working days compared to MP enquiries. This highlighted inconsistent processes and supported the need for a planned centralised triage model. The report outlined plans for a single point of access for all member and MP enquiries to ensure consistent support, logging, tracking, and reporting.

Councillor Ruth Hayes praised the report's detail and analysis, noting the significant work being done to improve the complaints and members' enquiries processes. Councillor Ernestas Jegorovas-Armstrong raised concerns about the quality of answers to councillors' inquiries, suggesting they should come from heads of teams rather than officers to ensure better understanding of difficulties. Melanie Rose explained that the new centralised system aimed to ensure consistency and resilience, moving away from reliance on individual officers' knowledge. Councillor Benali Hamdache questioned how the new centralised system would handle complex cases with multiple issues, and assurances were given that the system was designed to join the dots and manage end-to-end resolution. Janet, a caseworker, was praised for her exceptional work, with concerns raised about succession planning.

Councillor Nick Wayne, Chair of the committee, noted the impressive detail and clarity of the report and opened the floor for discussion on the future of members' inquiries. He emphasised the importance of having a system ready for new and returning councillors to ensure positive outcomes for residents. Councillor Hayes expressed concerns about levelling down and ensuring the centralised process didn't replicate the frustrations residents had already experienced. Councillor Hayes also raised the issue of verbal conversations and urgent cases, questioning how these would be managed. Melanie Rose explained that the new system would not detract from the councillor-constituent relationship and would leverage a corporate knowledge base. Councillor Nick Wayne acknowledged concerns about the loss of direct relationships with officers but stressed the importance of ensuring work was assigned efficiently through a central triage function. Councillor Hayes reflected that a single point of contact with trained caseworkers would be beneficial, particularly in avoiding residents emailing multiple councillors. Councillor Nick Wayne agreed, highlighting the importance of knowing if a problem had been resolved and the opportunity for officers to celebrate success.

Benali Hamdache asked for a deeper dive into housing repair complaints, specifically regarding estates and potential triggers for complaints. Melanie Rose stated that while they didn't yet have that level of detail, contact centre data indicated 35% of housing repair callers were repeat callers, suggesting a need for proactive engagement. She also noted that housing would naturally be a significant driver of complaints due to the volume of service provided. The lack of granular data on the ethnic makeup of residents making complaints was also noted as an area for future investigation, particularly in light of concerns about racism and cultural barriers.

Supporting Youth and Residents to Financial Resilience Scrutiny Report

Councillor Nick Wayne introduced the scrutiny report on supporting youth and residents to financial resilience⁷, thanking Councillor Williamson for her dedication and contributions. He noted that the report was effectively ready for publication, with only minor wording changes and stylistic tweaks to be made. Councillor Ruth Hayes suggested broadening the scope of potential academic and organisational partners for commissioned research on the financial benefits to residents and the local economy. The committee agreed to a process of finalising the drafting within seven days, with approval delegated to Councillor Wayne and Theo McLean.

Scrutiny in Islington Annual Report

Councillor Nick Wayne presented the Scrutiny in Islington Annual Report⁸, inviting scrutiny chairs to highlight any work they were particularly proud of. Councillor Gulcin Ozdemir, Chair of the Children and Young People Scrutiny Committee, spoke about their work on persistent absence and attendance, believing their recommendations would make a real difference. She also highlighted the active play scrutiny, noting the extensive evidence gathering and the importance of recommendations supporting adventure playgrounds and space for girls. Councillor Ernestas Jegorovas-Armstrong was thanked for his input to the Children's Scrutiny Committee. Councillor Ruth Hayes paid tribute to the members of her committee, including Trisha Clark and Councillor Russell, and expressed hope that their recommendations would steer future work. She also acknowledged the significant engagement from residents who participated and provided evidence. Councillor Nick Wayne concluded by thanking everyone for their contributions, emphasising that scrutiny's purpose was to drive improvement in the council, not to score points. He noted the positive culture within the committee and hoped it would continue.

Forward Plan of Key Decisions

The committee noted the Forward Plan of Key Decisions⁹, which outlines upcoming key decisions to be considered by the Executive and officers. These decisions are likely to be financially significant or have significant effects on residents and businesses across two or more wards. Items scheduled for decision in April and May 2026 included procurement strategies for insurance claims handling, homeless outreach services, electric vehicle charging points, language services, and various housing repair and support services. Later decisions in June and July included procurement strategies for supported housing, bike hangars, breastfeeding peer support, and domestic gas boiler installations, as well as reports on the Building Safety Policy, Budget Monitoring, Corporate Performance, and the Corporate Plan.

Scrutiny Review Tracker

The committee reviewed the Scrutiny Review Tracker¹⁰, which provides an overview of ongoing and completed scrutiny reviews. Reviews in progress included those on Attendance and Persistent Secondary School Absence, Cleaner Greener Inclusive Streets, Adult Social Care Accommodation, Community Centres in Islington, and Supporting Islington's Communities through Progressive Procurement. The tracker also listed completed reviews from previous years, such as The Children's Workforce, Active Travel, and the Cost of Living Crisis.

Verbal Update from the Committee Chairs

Councillor Gulcin Ozdemir, Chair of the Children and Young People Scrutiny Committee, highlighted their principal review on Play Spaces and Services in Islington, aiming to encourage active play and integrate it into early intervention services. She mentioned evidence gathering from internal and external sources, including visits to adventure playgrounds and parks. Councillor Ruth Hayes, Chair of the Environment, Climate and Transport Scrutiny Committee, focused on their review of Household recycling rates and waste reduction, aiming to understand barriers and develop recommendations for improvement. She also noted the committee's annual special public meeting on the Net Zero Carbon Target, which had a strong community focus. Councillor Joseph Croft, Chair of the Health, Wellbeing & Adult Social Care Scrutiny Committee, presented their principal review on Improving Healthy Life Expectancy in Islington, examining interventions and opportunities to address inequalities. Councillor Hannah McHugh, Chair of the Homes and Communities Scrutiny Committee, detailed their principal review on Homelessness in Islington, bringing a local focus to the national crisis and seeking more ambition, investment, and coordination. Councillor Nick Wayne, Chair of the Overview and Scrutiny Committee, summarised their principal review on Supporting Islington's Residents to Financial Resilience, aiming to improve support for those facing long-term poverty and inequality.

Work Plan and Action Sheet

The committee reviewed the work plan and action sheet¹¹, noting upcoming items for future meetings. These included the finalisation of the Scrutiny Report on Resident Financial Resilience, the Annual Report of the Council's Scrutiny Committees, and the Corporate Performance Q3 report. Future agenda items also included budget monitoring, workforce reports, and presentations from the Leader of the Council and Executive Members. The committee also noted that discussions on Phase 2 of the review into scrutiny procedures and ways of working would continue into the next municipal year.