The Strategy and Resources Policy Development Committee met on Tuesday 17 March 2026 to discuss updates on the Customer Experience Programme, the Anti-Poverty Strategy, and Social Value initiatives. The committee noted the council's work plan for the Strategy and Resources Policy Development Committee.

Customer Experience Programme

The committee received an update on the Customer Experience Programme, a cornerstone of the Modernising Redbridge agenda. This three-year strategy aims to create a resident-centred, digitally enabled, and financially sustainable organisation. The programme focuses on creating a single front door for accessing services, modernising digital channels, expanding community engagement hubs, and introducing data-driven early intervention. Cabinet Member for Resident Experience and Modernisation, Councillor Judith Garfield, highlighted that the strategy, approved by Cabinet the previous week, aims to reduce failure demand (repeat contact due to unresolved issues) and improve accessibility and inclusion across all service channels. Emran Suggal, Director of Digital, Customers and Safety, detailed how the committee's previous workshops had informed the strategy, particularly concerning councillor casework, digital experience, and partnership working. He noted significant improvements, such as a 38% reduction in telephone contact for the housing service and an 8% increase in customer satisfaction, following website redevelopment and the integration of housing contact teams into a corporate customer service environment. The committee also heard about the early intervention pilot led by Dawn Cove, Director of Revenue, Benefits and Transactional Centre, which uses a team-based approach to identify and support households at risk of eviction or other crises, aiming to prevent costly interventions later.

Anti-Poverty Strategy

An update was provided on the council's Anti-Poverty Strategy, which aims to eradicate child poverty and ensure no area in Redbridge is classified as deprived by 2040. Dawn Cove, Director of Revenue, Benefits and Transactional Centre, reported on the distribution of £3.46 million through the Household Support Fund, providing direct assistance to low-income households. The council has also expanded access to advice services, including face-to-face debt advice offered by Citizens Advice, and has sponsored the Redbridge Food Partnership. Initiatives included distributing hampers to vulnerable households and partnering with charities to supply warm clothing. The Benefits Team has secured nearly £1 million in unclaimed benefit entitlements. A significant development has been the establishment of the Tackling Poverty Advisory Board, bringing together public, private, and voluntary sector representatives. Looking ahead, the council has secured £4.6 million over three years for the Crisis and Resilience Fund, replacing the Household Support Fund. Councillor Venetia Solanke, Cabinet Member for Transformation, praised the team's work, noting that the council supported 1,604 households with £1.4 million invested in food, utilities, and essential items in the past year. Questions from councillors focused on the impact of debt advice, the evaluation of school workshops on financial education, and the referral process for support services.

Social Value

The committee received an update on the council's Social Value initiatives, which aim to secure wider social, economic, and environmental benefits through procurement. Elizabeth Hannam, Economic Development Manager, reported that since September 2023, £5,596,759 has been committed and £361,222 delivered from contracts valued at £8,833,528. The council has implemented a new corporate approach with 16 agreed Redbridge Themes and Output Measures (TOMS) and uses the Social Value Portal to monitor social value in contracts exceeding UK thresholds. Key achievements highlighted included supporting local SMEs through a business directory called It's Local Redbridge, delivering a ready-to-supply programme funded by the UK Shared Prosperity Fund, and running Meet the Buyer events. Councillor Coombe, Cabinet Member for Transformation, mentioned the upcoming annual procurement plan and Project STRIVE, which will further embed social value into commissioning activities. The report detailed numerous examples of social value delivery by contractors, such as Mulalley, including local employment, apprenticeships, donations to charities, and support for care leavers and victims of domestic abuse. The committee noted the ongoing work to validate delivered benefits and address challenges with contract roll-overs.

Strategy and Resources Work Plan

The committee noted the council's work plan for the Strategy and Resources Policy Development Committee. The next meeting was scheduled for 22 April 2026.