The Corporate Overview and Scrutiny Committee met to discuss customer feedback and complaints, progress on digital innovation, and the council's work programme. Key decisions included noting the customer feedback and complaints report and supporting the direction of travel towards a digital-first approach.

Customer Feedback and Complaints Annual Report 2025-26

The committee received an overview of the Customer Feedback and Complaints Annual Report for 2025-26, which detailed complaints, compliments, and feedback received across Corporate Services, Children and Families Services, and Health and Care Services. Councillor Sean Bagguley, Cabinet Member for Finance and Resources, introduced the report, highlighting that while complaint volumes had increased, particularly in Children and Families Services, there was a growing maturity in how the council used this information for organisational learning and service improvements.

Emily Dorbar, Head of Customer Excellence, presented the key findings, noting that communication and timeliness remained dominant themes. She explained that complaint volumes had increased across all service areas, with Children and Families seeing a 131% rise over four years. Despite these challenges, the council had implemented enhanced complaint databases and reporting arrangements, and a stable and low escalation rate was observed.

During the discussion, councillors raised concerns about the impact of Artificial Intelligence (AI) on complaint complexity and the reduced response times mandated by the Local Government and Social Care Ombudsman Complaint Handling Code. Emily Dorbar explained that the new case management system and templating were helping to manage these pressures, and that the council was working to improve staff training on handling complaints and understanding customer expectations. Councillor Kim Lakin noted that sometimes timely responses were not enough if they did not meet the parent or guardian's desired outcome, and Councillor Rogerson highlighted the potential for AI to complicate complaints by breaking them down into smaller, more numerous issues. Councillor Cooper inquired about the breakdown of the 24% of complaints not related to staff conduct, service quality, or service failure, which Emily Dorbar clarified could include issues like unexpected closures or nuanced charging complaints. Councillor White raised the importance of identifying and addressing risks stemming from process failures rather than just undesirable outcomes, and a learning module was being implemented to track changes and improvements made as a result of complaints. Councillor Egginton requested a breakdown of complaints related to waste and sustainability, which was agreed to be provided.

The committee agreed to two recommendations: to consider the contents of the report and provide comments or observations, and to add more detail in next year's report regarding the types and breakdown of complaints, including specific information for waste and sustainability.

Progress on Digital Innovation and Future Direction

The committee received an update on the progress of the council's Digital Innovation Programme, with Councillor Sean Bagguley, Cabinet Member for Finance and Resources, introducing the report. The report detailed the council's ambition for digital innovation, aiming to deliver services more efficiently and effectively. A review in early 2026 had led to a strategy of targeted acceleration, balancing innovation with organisational capacity.

The presentation highlighted the successful implementation of Robotic Process Automation (RPA) to reduce repetitive manual tasks, and the piloting of AI-powered solutions such as Magic Notes for documentation and document translation services. A Senior Leadership Conference had been held to discuss the future direction, with input from Microsoft on AI governance and practical demonstrations of technology.

Councillor Craig Humphreyson expressed support for technology that improves services but raised concerns about the digital first approach potentially becoming digital only, leaving some residents behind. He questioned the safeguards in place to ensure people could still speak to a person if needed. The report author, Sarah Wyllie, Senior Change Manager, assured the committee that the approach would not be digital only and that digital inclusion was a key pillar of the strategy. Councillor Alex Farrell shared concerns about residents struggling to contact the council during emergencies and the potential for AI to be misused by individuals seeking to expedite their issues. Safeguards regarding data security and ensuring residents were not left behind were discussed, with assurances that governance processes and an AI framework were in place. Councillor Philip White inquired about legal or regulatory barriers to using AI in statutory services, and it was acknowledged that this was an area that required further investigation. Councillor Ian Cooper emphasised the revolutionary nature of AI and the need for the council to embrace it, suggesting a dedicated committee or think tank to assess the impact of Local Government Reorganisation (LGR) and investment decisions. Councillor Michelle McGinty, Assistant Director for Strategy and Transformation, confirmed that the pause in LGR would allow the transformation team to refocus on digital innovation and efficiencies.

The committee agreed to two recommendations: to acknowledge the progress made through the Digital Innovation Programme and support the direction of travel towards a digital-first approach, and to consider any regulatory or legal barriers to AI adoption in future reports.

Overview and Scrutiny Work Programmes Update

The committee received an update on the scrutiny activity across the council's four overview and scrutiny committees. Councillor Thomas Baker, Chair of the Corporate Overview and Scrutiny Committee, outlined his committee's work programme, which included the Medium Term Financial Strategy (MTFS) working group, the ERP system implementation, and an update on Local Government Reorganisation (LGR). Councillor Andrew Clissett provided an update for the Economy, Infrastructure and Communities committee, highlighting work on infrastructure, highways, economic strategy, adult learning, and sustainability. Councillor Antonia Orlandi-Fantini detailed the Health and Care committee's work programme, including visits to the West Midlands Ambulance Service, and reviews of winter plans, maternity services, and NHS elective and cancer services.

Councillor Ian Cooper raised questions about the financial implications and democratic impact of the paused LGR, requesting more defined details. He also inquired about the council's interface with external bodies like Trading Standards and HMRC in relation to safeguarding. Councillor Bob Egginton asked about a review of public rights of way, which was to be investigated. Councillor Cooper also suggested the need for an urgent meeting to address the implications of the LGR U-turn.

The committee agreed to note the scrutiny update report and agree the work programmes for the council's overview and scrutiny committees.

The meeting concluded with the confirmation that there were no confidential items.