The Information Briefings meeting of Bromley Council was scheduled to cover an update on the Tackling Loneliness Strategy Action Plan, a review of the Annual Compliments and Complaints Report for 2025/26, and the minutes from a previous Health Scrutiny Sub-Committee meeting.

Tackling Loneliness Strategy Action Plan Update

The meeting was scheduled to receive an update on the progress of the Tackling Loneliness Strategy Action Plan 2022-2026. This strategy, approved in November 2021, aims to mitigate loneliness by bringing together statutory, private, and voluntary partners across Bromley. The action plan is structured around three key priorities: Organisation and services, Community infrastructure that empowers social connections, and Building a culture that encourages strong social relationships.

Progress highlighted in the report included:

• Organisation and services: The delivery of a Tackling Loneliness Workshop, with 873 participants attending over 77 sessions. The Innovation Fund's 2025/2026 round 1 projects were reported to be progressing well. Work was ongoing to create a co-produced voluntary sector strategy to foster closer working relationships with civil society groups. Specific actions included updating the Simply Connect Bromley database, producing an annual Adult Care Services Directory, and updating the Befriending webpage. Support was also being provided to Ukrainian families, carers, people with learning disabilities, armed forces veterans, and seldom-heard communities.
• Community infrastructure: Efforts to unlock underutilised community space included a review of community facilities and work with Extra Care Housing landlords and care homes to utilise their facilities. The promotion of communal spaces, gardens, and walks was ongoing, with several Friends of Parks groups actively transforming local open spaces. Clarion Futures was supporting various initiatives, including the Neya app to connect residents, a befriending service called Lend an Ear, and a mental health and wellbeing programme called Me in Mind. Digital inclusion was being addressed through training and support for residents to use digital tools, with initiatives like the Livesmart Schemes and digital skills drop-in sessions.
• Building a culture: A communications campaign was planned for Loneliness Awareness Week and National Befriending Week. The Tackling Loneliness Workshop continued to be delivered to professionals. Befriending services provided by Bromley Well and Age UK reported significant engagement. The Council was also promoting leisure, cultural, and sporting activities through partners like Mytime Active, which offered various programmes for young people, older people, and those with disabilities. The ArtsTrain programme continued to support young people in creative development, and a Creative Health Programme was being developed.

The report recommended that members note the progress made in delivering the Tackling Loneliness Strategy Action Plan.

Annual Compliments and Complaints Report 2025/26

The meeting was scheduled to review the Annual Compliments and Complaints Report for 2025/26, which details the statistics on complaints received by the Council. This report is a statutory requirement for adult and children's social care complaints, but Bromley Council extends its reporting to cover the entire organisation. The report also included an overview of the Local Government & Social Care Ombudsman's (LGSCO) Annual Review letter and accompanying data sheets for the year ending 31 March 2026.

Key findings from the report were expected to include:

• Overall Complaints: Excluding Environment & Public Protection (E&PP) data, the Council received 795 complaints, a 31% increase on the previous year. 49% of these complaints were fully or partially upheld, a 4% increase. 61% of complaints were responded to on time, which remained the same as the previous year. The report noted that the increasing complexity of complaints, partly due to artificial intelligence, and static resources were impacting timeliness. Complaints about a perceived lack of action outnumbered those challenging the quality of service for the fourth consecutive year.
• Financial Consequences: The total financial consequences of upheld complaints amounted to £50,968.17, a 57% increase on the previous year.
• Local Government & Social Care Ombudsman: Referrals to the Ombudsman rose by 25% to 216. Of the 54 investigations, 49 were upheld against the Council (91%), placing Bromley joint 23rd out of 32 London boroughs. The sole area of concern cited for Bromley was its timeliness in providing responses to the Ombudsman's enquiries.
• Compliments: The Council received 242 compliments across all divisions, an 11% increase on the previous year.

The report recommended that members note the findings of the Annual Complaints Report and the LGSCO's review letter.

Minutes from the Health Scrutiny Sub-Committee Meeting

The meeting was also scheduled to review the minutes from the Health Scrutiny Sub-Committee meeting held on 9 July 2026. The report pack indicated that this item would only be debated if a member of the committee requested a discussion. The minutes covered several key areas:

• Update from King's College Hospital NHS Foundation Trust: This included a general update on the Trust's performance, highlighting improvements in emergency care, the Call Before You Convey scheme, progress on 18-week referral-to-treatment times, the opening of a new Endoscopy and Diagnostic Centre, and an upgrade to the Neonatal Unit. Responses were provided to members' questions regarding quality impact assessments, the MyChart patient record system, maternity services, emergency department performance, integration with the NHS App, patient communication methods, patient flow, the NHS Rainbow Badge initiative, and financial position.
• Update on the proposed reconfiguration of Haematology Services at Princess Royal University Hospital (PRUH): Representatives from King's College Hospital NHS Foundation Trust provided an update on proposed changes affecting haematology cancer patients. The proposal involved expanding inpatient haematology capacity at Denmark Hill and establishing a haematology day unit at the PRUH. Concerns were raised by Councillor Tim Allitt regarding the impact on patients and the consultation process. Responses addressed concerns about travel for immunocompromised patients, centralisation of specialist services, transport arrangements, the number of affected patients, patient engagement, clinical governance, and the development of clinical pathways.
• Update from the London Ambulance Service (LAS): An update was provided on the LAS's strategic priorities, including patient care and the Single Point of Access initiative. Responses to questions covered patient handovers at the PRUH, the use of patient survey feedback, and ambulance response arrangements for specific wards.
• GP Access: An update was provided on GP access improvements, highlighting achievements in digital inclusion, patient engagement through a communications campaign, and telephone access rates. Challenges in balancing improved access with continuity of care were discussed, with a focus on risk stratification and integrated neighbourhood care.
• SEL ICS/ICB Update: An overview of key work, improvements, and developments undertaken by the NHS South East London Integrated Commissioning Board (SEL ICB) and partners within the One Bromley collaborative was presented. This included work to reduce health inequalities, support for veterans and carers, and preparation for winter pressures.
• Healthwatch Bromley - Patient Experience Report: The Quarter 3 and Quarter 4 Patient Experience Report for Healthwatch Bromley was presented, focusing on digital inclusion and exclusion.
• South East London Joint Health Overview & Scrutiny Committee: Members were advised that a meeting had not yet taken place, so no update could be provided.
• Work Programme and Matters Outstanding: Progress against outstanding actions and the forward work programme were reviewed.

The minutes of the Health Scrutiny Sub-Committee meeting held on 9 July 2026 were to be agreed, along with the minutes of an informal Health Scrutiny Briefing held on 5 March 2026.