The Overview and Scrutiny Committee of Haringey Council met on Monday 11 March 2024 to review the Annual Feedback and Resolutions Report 2022-2023 and to question Councillor Gordon, Cabinet Member for Council House Building, Placemaking and Local Economy. The committee also received an update on the council's work programme.

Annual Feedback and Resolutions Report 2022-2023

The committee received an update on how Haringey Council is learning from resident feedback to improve its services. Elaine Prado, Head of Feedback and Resolutions Strategy Comms and Collaboration, presented the report, highlighting that feedback and complaints are used to design changes to service delivery. Currently, information on how services learn from feedback is gathered manually, but a new case management system is being developed to systematise this process and provide more detailed management information.

The report indicated that while the number of complaints has increased, particularly in Housing Services & Building Safety and Environment & Neighbourhoods Direct Services, this can also be attributed to a more accessible complaints process. The committee noted that a significant proportion of complaints relate to policy decisions, such as the implementation of Low Traffic Neighbourhoods (LTNs). Officers emphasised the importance of focusing on the reasons for complaints rather than just the volume, and ensuring that measures are in place to meet resident needs.

A new standard definition for complaints will be implemented across all local authorities in England from 1 April 2024. The committee heard that there is a strong emphasis on reducing the number of escalated or upheld complaints, with the aim of resolving matters quickly. An example was given of how resident feedback regarding pavement parking led to an extension of Traffic Warden operating hours in specific hotspot areas.

Improvements to housing repair follow-on calls have been made by initiating a secondary phone line within Property Services to streamline the process and reduce delays. In Children's Services, a resolution meeting with SENDIASS professionals has been introduced to improve communication and address parental concerns regarding Education, Health and Care Plans (EHCPs).

The committee noted that the council's work programme includes plans to improve the feedback system, including enhancing webpages, managing overdue cases, and implementing a new case management system.

Cabinet Member Questions - Councillor Gordon, Cabinet Member for Council House Building, Placemaking and Local Economy

Councillor Gordon provided an overview of Haringey's diverse business base and economy, noting the impact of the cost of living crisis on local businesses. He highlighted that unemployment in the borough remains at 6.8%, with a concentration in Tottenham and a high number of jobs paying below the London Living Wage.

The council's economic strategy, Opportunity Haringey, launched on 22 February, focuses on job creation, investment, good work and skills, high streets, industrial estates, and workspaces. Services such as Haringey Works and Haringey Learns aim to drive employment and upskill residents. The committee was informed that Haringey Works has helped 599 out of 1440 residents find work in the past year, with many securing employment within the council.

The council also has a market strategy to support new businesses and is looking to develop an overarching strategy for its markets. The vacancy rate in Haringey is relatively low at 7.64%, compared to the London average of 9.2%. The council is working to develop networks for high streets to foster collaboration among businesses.

Regarding funding for Haringey Works, officers explained that Europe funding was replaced by the UK Prosperity Fund, with no drawdowns from the General Fund Budget. The council has also received an apprenticeship levy, which has supported 29 residents. Schools have a statutory duty to provide careers and apprenticeship advice, and the council organised a national apprenticeship week to promote these schemes.

Work Programme Update

The committee reviewed its work programme, as set out on pages 85-90 of the agenda pack, and noted the report.

The meeting was filmed and recorded by the Council for live or subsequent broadcast. Members of the public attending the meeting were informed that they consented to being filmed and to the possible use of those images and sound recordings by entering the meeting room.