The Strategy and Resources Policy Development Committee met on Tuesday 10 February 2026. The committee received updates on ongoing programmes and noted the minutes from the previous meeting.

Strategy and Resources Work Plan

The committee reviewed the Strategy and Resources Work Plan for the remainder of the municipal year, which outlines topics for future discussions. The committee's line of inquiry for the year was concluded, and a summary report of recommendations is to be drafted and circulated. The next meeting, scheduled for 10 February 2026, will involve reviewing this draft report before its submission to Strategy and Resources.

Update from Overview and Scrutiny Committee

The committee received a verbal update from the Overview and Scrutiny Committee. It was noted that the previous Overview and Scrutiny Committee meeting on 10 November 2025 had focused on the council's challenging financial position, with further clarity anticipated following the budget presentation in February. The next Overview and Scrutiny Committee meeting was scheduled for 24 February 2026.

Updates on Progress on Customer Experience Programme

An update was provided on the progress of the Customer Experience Programme. This included a discussion on the Redbridge Improved Website Launch, which occurred in September 2025 after 18 months of development. The new website features a refreshed content approach and AI-powered search. A three-month performance review indicated an increase in site usage, with 1.4 million visits compared to 1.2 million year-on-year. Customer satisfaction ratings, using GovMatrix, rose from 27% to 34% compared to the previous year. Notable improvements were seen in online self-service, with a 54% reduction in calls related to housing due to improved content and usability. Accessibility enhancements, such as the Beside Me tool, which offers customisable experiences and translation into over 100 languages, also saw high engagement. The Love Clean Streets app, which has enabled residents to report over 11,000 local issues since 2023, received positive feedback for its responsiveness and the ability to track issue resolution. Plans are in place to further automate high-demand areas like council tax, schools, and housing, and to continuously improve web content, particularly during peak times. Feedback and recommendations from the committee have been integrated into ongoing website and service strategies.

Members raised questions regarding how Redbridge's customer satisfaction benchmarks compared to other boroughs and commercial best practices. Targets were discussed, including aiming for over 60% customer satisfaction and at least a 50% reduction in phone calls to the contact centre in five key areas. A correlation between app reports by ward and casework/complaint data was noted, with plans for further analysis. Further dashboard development was also mentioned. Clarification was provided that the reduction in calls was largely due to fewer transactional inquiries, allowing resources to be redirected to more complex cases.

Technical feedback from members highlighted issues with tracking previously reported items in the Love Clean Streets app, which were being addressed. Anecdotal feedback praised the improved website and its positive impact on residents' ability to access council services independently. The importance of retaining phone access for those with complex needs was emphasised, alongside plans for new technology to enhance responsiveness and data integration. Service data and system improvements will be monitored on a month-on-month and year-on-year basis, especially during peak service times.

The following action points were agreed:

• To analyse the correlation between app-based reports by ward and casework/complaints to identify trends and target improvements.
• To continue developing a dashboard to integrate satisfaction, complaints, call data, and web analytics for ongoing performance monitoring.
• To address and resolve technical issues with the Love Clean Streets app regarding report tracking and notifications.
• To set and communicate specific targets for customer satisfaction and call reductions in the updated Resident Experience strategy.
• To ensure continued collaboration between the website, call centre, and other departments to anticipate and manage service pressure points.

Minutes of Previous Meeting

The committee agreed the minutes of the previous meeting held on 2 December 2021.

Date of Next Meeting

The date of the next meeting was scheduled for 17 March 2026.