Agenda item

(A report by James Gilbert, Assistant Director-Corporate)

The Group Manager – Insights and Transformation presented  the Quarter 4 2024/2025 Performance Report which covered the period up to the end of March 2025. It was noted that the report had previously been considered by the Environment and Performance Committee to support its work programme, but was now being brought to the Overview & Scrutiny Committee following the merger of scrutiny functions. The purpose of presenting the report was to highlight areas of performance that might warrant further scrutiny or be considered for inclusion in the Committee’s future work programme.

Members were advised to consider whether any specific indicators required more detailed examination. The officer drew attention to the performance summary on page 134, which included a pie chart showing that the majority of performance indicators were on target (green). Only one measure was reported as off target (red), which related to customer contact.

The Committee was invited to review the report and identify any areas of concern or interest for future scrutiny.

Reference was made to page 135 of the agenda, which contained responses to questions raised at a previous meeting. The first related to swimming participation figures. It was noted that numbers had declined in Quarter 2 and continued to do so in Quarter 4. The Leisure Services Officer had attributed this to seasonal variation and changes in reporting methodology, particularly regarding school and ongoing bookings. Additionally, the appendix outlined several service outages at the leisure centre, which had further impacted figures. Members were informed that a further decline was expected in Quarter 1 due to ongoing building works. This area was suggested as a potential item for the work programme or for future feedback from the relevant officer.

The second question concerned the local authority error rate for housing benefit claims. Officers explained that the Department for Work and Pensions reimbursed the Council for housing benefit payments, covering 100% of costs where payments were accurate. It was acknowledged that some level of error was anticipated and accounted for within the system.

Members were informed that a new approach to performance reporting was under consultation, with a shift in terminology from “trend measures” to “contextual metrics.” This term was welcomed by officers, as it more accurately reflected indicators that provided background context rather than direct performance outcomes. It was noted that such metrics were useful for understanding service trends over time, though they did not necessarily indicate positive or negative performance in isolation.

The Committee discussed the implications of underperformance in customer contact, which was the only indicator reported as red. Members considered the challenges faced by the customer contact team, including increased call volumes and complexity of enquiries. The Committee agreed that further scrutiny of call handling performance would be appropriate and resolved to add this issue to the work programme.

Further discussion took place regarding the redevelopment of the Geoff Moulder Leisure Centre and Rosegarth Square. Concerns were raised about the lack of communication with members and residents regarding the closure of the leisure pool and the availability of alternative facilities. It was confirmed that while the leisure pool was closed for redevelopment, the training pool remained open, and members could access facilities at the Princess Royal Arena. However, it was acknowledged that communication had been insufficient, with some members only learning of the closure upon arrival at the centre.

Officers confirmed that Parkwood Leisure, the Council’s contractor, had issued press releases and used member contact channels, but accepted that communication could be improved. The Assistant Director – Regulatory agreed to raise the issue of communication at the next redevelopment meeting. A further point was raised regarding whether residents had been informed of their ability to use alternative facilities during the closure. Officers committed to investigating this and ensuring that information was shared more effectively going forward.

It was agreed that a further Members’ Update Meeting should be scheduled to provide an opportunity for members to receive updates and discuss progress on both the Rosegarth Square development and the redevelopment of the Geoff Moulder Leisure Centre.

The Chairman thanked officers for the comprehensive report and confirmed that the Committee had noted the concerns regarding customer contact performance. The Committee looked forward to receiving the next quarterly update in due course.

Resolved:

That the report be noted.

[The Group Manager – Insights and Transformation Manager left the meeting following consideration of the above item at 7.51pm.]