The Corporate Scrutiny Committee of North West Leicestershire Council was scheduled to discuss the Council's performance against its delivery plan, review the Corporate Business Continuity Policy, and consider annual reports on corporate complaints and customer service performance. The committee was also due to receive updates on Cabinet's responses to previous scrutiny recommendations and discuss items for the future work programme.

Council Delivery Plan - Performance Report - Quarter 4 2025/26

The committee was scheduled to review the Council Delivery Plan's performance report for the fourth quarter of the 2025/26 financial year. This report, presented by Councillor Keith Merrie MBE, Finance and Corporate Portfolio Holder, details the Council's progress against its key priority areas: A well-run Council, Clean and Green, Housing and Communities, and Planning and Regeneration. The report outlines performance against 18 key performance indicators (KPIs) and includes a summary of the Zero Carbon Roadmap activity for the year. Key progress areas highlighted included strong planning application determination rates, advancements in the Local Plan and Good Design Guide, regeneration framework momentum, improving housing tenant satisfaction, high recycling rates, and progress on climate and biodiversity commitments. Areas requiring improvement included customer complaints performance and rebuilding assurance on statements of accounts.

Corporate Business Continuity Policy

Councillor Keith Merrie MBE, Finance and Corporate Portfolio Holder, was also scheduled to present the draft Corporate Business Continuity Policy for the committee's comments. This policy aims to establish a consistent, Council-wide framework for business continuity management, strengthening resilience, assurance, and continuous improvement. It defines roles and responsibilities, sets expectations for service-level Business Continuity Plans (BCPs), covers supply-chain resilience, and commits the Council to training, exercising, and testing of plans. The policy complements the Council's statutory duties under the Civil Contingencies Act 2004, focusing on maintaining and restoring critical services during disruptions.

Annual Corporate Complaints 2025/26

Councillor Andrew Woodman, Housing, Property and Customer Services Portfolio Holder, was scheduled to present the Council's annual report on corporate complaints for the period 1 April 2025 to 31 March 2026. The report details complaints across all directorates, including information on decisions issued by the Local Government and Social Care Ombudsman (LGSCO) and the Housing Ombudsman (HO). It highlights that while overall complaints have decreased, Housing Repairs and Waste Services received the highest number of complaints. The report also analyses complaint outcomes, themes, and performance against response time targets, noting improvements in stage 1 complaint response timeliness. Financial remedies paid and external body determinations from the LGSCO and HO were also to be discussed. The report includes learning points and proposed improvements for the forthcoming year, focusing on communication, follow-up, contractor oversight, staff training, and process reviews.

Customer Service Performance 2025/26

Councillor Andrew Woodman was also scheduled to present the annual report on Customer Service performance for 2025/26. This report summarises key metrics and trends, including call volumes, face-to-face interactions, and digital engagement. It notes that while call volumes remained stable, average call handling times increased due to more complex enquiries, contributing to a higher abandonment rate. The report highlights the growth in digital self-service options and the increasing number of registered 'My Accounts'. Customer satisfaction survey results and mystery shopping exercises indicated a strong standard of service delivery, with particular strengths in active listening and customer-focused soft skills. The report also addresses challenges such as increased abusive behaviour from customers and recruitment difficulties, alongside achievements like retaining customer service accreditation and introducing mandatory customer care training.

Annual Scrutiny Report 2025/26

Andy Barton, Strategic Director of Communities, was scheduled to present the annual scrutiny report for 2025/26. This report summarises the work undertaken by both the Corporate Scrutiny Committee and the Community Scrutiny Committee over the preceding 12 months. It details the number of reports considered, recommendations made to Cabinet, and the outcomes of those recommendations. The report also outlines the work of the Scrutiny Work Programming Group and provides information on public involvement in the scrutiny process. Key areas scrutinised by the Corporate Scrutiny Committee included the Council's budget setting, performance monitoring, local government reorganisation proposals, the Customer Experience Strategy, the Legacy Grant Fund, and the Zero Carbon update. The Community Scrutiny Committee's work included reviews of Disabled Facilities Grants, the Moira Furnace Visitor Experience Improvement Programme, Stenson Square Gardens, Leisure Centres, and Community Grants, as well as establishing a Task and Finish Group on Water Management in the Coalville Strategic Growth Area.

Items for Inclusion in the Future Work Programme

The committee was scheduled to consider any items to be included in its future work programme. This would involve reviewing the plan of forthcoming Cabinet decisions and the current work programme, with the aim of identifying potential topics for future scrutiny.