The Scrutiny Programme Committee met on Tuesday 19 March 2024 to review several key council reports. The committee noted the Welsh Language Standards Annual Report 2022-23 and the Annual Complaints & Compliments Report 2022-23, as well as receiving progress reports on scrutiny panels and the overall scrutiny work programme.

Welsh Language Standards Annual Report 2022-23

The committee noted the Welsh Language Standards Annual Report for 2022-23, which detailed the council's compliance with the Welsh Language (Wales) Measure 2011. Councillor Robert Smith, Cabinet Member for Education & Learning, and Councillor Elliot King, Cabinet Member for Culture, Human Rights & Equalities, presented the report. The report highlighted an increase in employees with Welsh language skills and those participating in Welsh language training.

During the discussion, Councillor Mike White raised a question about bilingual signage in parks, specifically at Montana Park, noting that signage within the park itself was not bilingual, unlike in other parks. Councillor King undertook to investigate this with the parks department.

A discussion also took place regarding the cost of translation services. Councillor King provided figures indicating that the in-house Welsh Translation Unit's cost per word was higher than commercial translators, but noted ongoing efforts to improve efficiency through automation and translation software. The committee also queried the use of Zoom licences for simultaneous interpretation when Microsoft Teams, which has similar functionality, is the council's standard platform. A written response will be provided on this matter.

Concerns were raised about the council's response to some Welsh language complaints, particularly one where no action taken was recorded. The Cabinet Members assured the committee they would investigate these specific instances. The Deputy Chief Legal Officer, Debbie Smith, confirmed a formal joint service arrangement with Neath Port Talbot Council for translation services, with costs recharged based on usage.

Further questions were raised about the availability of the annual report in libraries and the arrangements for translation services at Welsh-medium school governor meetings. The Cabinet Members agreed to provide further information on these points.

Annual Complaints & Compliments Report 2022-23

Councillor Andrea Lewis, Cabinet Member for Service Transformation, presented the Annual Complaints & Compliments Report for 2022-23. She highlighted that the number of complaints received represents a small fraction of the hundreds of thousands of public interactions annually. The report noted an increase in Stage 1 and Stage 2 complaints compared to the previous year, which was attributed to a return to pre-COVID levels of public interaction.

Councillor Mike White inquired about the number of complaints that were not upheld, suggesting this could be due to issues beyond the council's control. Councillor Lewis used Corporate Building Services as an example, stating that out of 70,000 repairs carried out, only 380 complaints were received, equating to a very small percentage. She also highlighted the importance of including compliments in the report, noting that Corporate Building Services had received 36 compliments.

Sarah Lackenby, Head of Digital and Customer Services, added that complaints in areas like refuse collection breakdowns or flooding were often due to unforeseen circumstances. She also explained the process for parking ticket disputes, noting that if a ticket was issued in error, it would be expunged through the correct process.

The committee discussed the reporting timescales for the annual report, with Ms. Lackenby assuring that efforts would be made to produce future reports more promptly. Councillor Francesca O'Brien asked about how complaints and compliments are logged, and Ms. Lackenby clarified that the report focuses on feedback from the public. Councillor Peter May requested a breakdown of the sources of complaints and compliments in future reports, which Ms. Lackenby agreed to provide.

Scrutiny Performance Panel Progress Report: Education

Councillor Peter Black, Chair of the Scrutiny Programme Committee, presented the progress report from the Education Scrutiny Performance Panel, noting that Councillor Lyndon Jones, the convener, was unable to attend due to a governing meeting at Bishopston Comprehensive School. The committee noted the report and discussed concerns raised by Councillor Jones regarding the Partneriaeth Regional Partnership, specifically delays in funding from the Welsh Government for joint committees. Councillor Robert Smith, Cabinet Member for Education & Learning, acknowledged awareness of changes envisaged for the middle tier of education following a review.

Membership of Scrutiny Panels and Working Groups

There were no changes to report regarding the membership of scrutiny panels and working groups.

Scrutiny Work Programme

The committee reviewed the Scrutiny Work Programme, noting that the next meeting on 16 April would include a Crime and Disorder Scrutiny session with the Safer Swansea Community Safety Partnership.

Scrutiny Letters and Upcoming Meetings

The committee noted the Scrutiny Letters and the dates of upcoming panel and working group meetings. All other items on the agenda were noted without significant discussion or decision.