It was resolved that all items be webcast.

Apologies were received from Councillor English.

There were no Substitute Members.

There were no Visiting Members.

There were no disclosures.

It was agreed that all items should be taken in public as proposed.

It was resolved that the minutes of the meeting held on 4 October 2011 be agreed as a correct record of the meeting and duly signed by the Chairman.

Interview with Ellie Kershaw, Policy and Performance Manager

The Committee welcomed Ellie Kershaw, Policy and Performance Manager to the meeting. Miss Kershaw introduced the Quarter 2 Complaints Monitoring Report. 

The Officer began by highlighting the success achieved by Housing in dealing with their complaints since the previous quarter. This had been achieved by redeploying an Officer whose role was dedicated to dealing with complaints.  It was explained that Housing complaints were often complex but if the timescale to respond to a customer was exceeded the customer was kept informed throughout.

The Committee were informed that Waste and Recycling complaints, on further investigation, had not been issues with the service.  There had been a problem with missed food waste collections due to contamination but these had been resolved.  The Waste Manager had met with the contractors and procedures had now been put in place to combat future problems.

Members were informed that complaints satisfaction surveys showed that over 50% of customers were happy with the outcome of their complaint.  Ms Kershaw explained that in the area of complaints handling 33% was considered ‘good’. 

Members considered point 1.3.1, ‘In order to ensure that complaints are being dealt with effectively and within corporate timescales it is important that a monitoring mechanism is in place’. The Officer explained that this had been investigated to a level where she was satisfied that complaints had been understood.

Members sought a progress update on new IT system for managing complaints and were informed that it was ready to be launched. It would be used for front line service in the contact centre later in the month but the back office system would take a little longer.

The Officer referenced Green Sacks and a recent problem with stock levels.  Members were informed that there had not been procedures in place at the Gateway to ensure that stock levels were monitored but these were now in place, the lesson had been learnt and the complaints dealt with.

The Chairman referenced a comment made at the Committee’s previous meeting which had focused on the review ‘The Council as a Business?’ The business community had been asked what the council could do to improve its services and their response had been that they would like to see the planning system speed up.  It was observed that this concern was not reflected in the complaints report.  The Officer explained that for residents complaints were often more to do with developments in their local area.

It was resolved that the report be noted.

Interview with Steve McGinnes, Head of Revenues and Benefits

The Committee welcomed Steve McGinnes, Head of Revenues and Benefits to the meeting.

The Officer had been invited to attend the meeting to respond to recommendations made in response to the Quarter 1 Performance Report and the Quarter 1 Complaints Monitoring Report (Appendix A). Members had sought further clarification on the Fraud target detailed in the Performance Monitoring Report and a broader understanding of any issues surrounding Revenues and Benefits correspondence.

Mr McGinnes began by discussing Fraud.  He explained that there had been changes to the Visiting and Fraud Function with a dedicated Fraud team established and a reduced Visiting team. It was felt that the responsibilities of the Visiting Team could be achieved more efficiently with customers being contacted by post.  It was clarified that the Visiting Officer’s responsibilities had been to check if residents were receiving the correct Benefits and to assist with changes to circumstances.  One Visiting Officer had been retained to assist the Fraud Team.

Members sought clarification on the number of households receiving Benefits.  It was explained that 10,000 households in the borough were in receipt of Benefits and generally fraudulent activity was low but it was labour intensive process for Officers. Members were informed that a low level fraud offence would be dealt with by a financial penalty.  Fraud cases were risk profiled to decide whether they should be taken forward with the impact on the public purse as the main factor considered as a great time was needed to build a case for prosecution. Members considered whether it would be cost effective in terms of the achievable results to employ more fraud officers.  Members were informed that there was no financial benefit to the council as benefits were funded centrally. With reference to the performance target, it was explained that changes in staffing and the structure of the team had occurred at the beginning of the year and the change to the target reflected the change in function.

Concerns were raised regarding the change to contacting customers by letter and how this would combat the discrepancies in information supplied that could impact on the public purse.  It was explained that this was achieved by matching data with the Department for Works and Pensions (DWP) and Inland Revenue; information such as interest on savings which would change a benefit claim were reported to the fraud team as matter of course. Members queried whether the data was ‘clean data’.  It was explained that matching data meant that changes to information and any other changes were picked up routinely.

The Committee were informed of the changes ahead. In future the fraud function would change and a central team for all agencies would be established. By 2013 fraud would not be a council function. With regards to staff, Benefit fraud would transfer to the DWP.  A consultation was ongoing at present and possible option would be that staff would be operationally based at Maidstone Borough Council (MBC) but would work for the DWP.

Mr McGinnes moved on  ...  view the full minutes text for item 80.

Interview with Paul Riley, Head of Finance and Customer Services

The Chairman introduced Paul Riley, Head of Finance and Customer Service. 

Mr Riley took the Committee through the most likely forecast for the Council’s Medium Term Financial Strategy (appendix B).  The Cabinet had made their decision on the Budget Strategy on 14 September 2011. The forecast showed the Committee the Council’s current position and the next 5 years.

The first calculation ‘Available Finance’ showed the revenue support grant received from government, the loss incurred and the collection fund adjustment for Council Tax.  Members were informed that the revenue support grant would be confirmed in January 2012 and that a 2.5% rise in council tax was included in the projection each year.  The Officer explained that a correlation was made with the Consumer Price Index (CPI), and reflected rises in fuel and other utilities with the cost totalling £410,000 for 2012/13.  Under the various headings, Inflation Increase, Contractual Commitments, National Initiatives, Local Priorities and Minor Initiatives, Various Priorities and Council Assets, incomes and losses were accounted for.  Single Voter Registration scheduled for 2014 /15 was incorporated into the outgoing costs for 2014/15.

The Officer made reference to the £1.1 million deficit forecast as a result of the changes to Council Tax Benefit and collections.  The Officer explained that from a financial perspective this shortfall would be shared with the other precepts for whom Maidstone collect on behalf of including the Police, Fire and Parishes.  The government suggestion for 12 monthly payments for Council Tax, rather than 10 was highlighted to the Committee as this would prevent reinvestment.  Although the Officer explained that payments could be changed to the 1^st of the month.

Another Financial consideration highlighted was in relation to Welfare Reform, discussed under the previous item on the agenda, and the ‘transitional costs’ faced as Universal Credit was introduced. The loss of grant combined with the retention of staff as the scheme was phased in until 2017 would have a negative impact on the council’s financial affairs.

The Officer informed Members that there were still £700,000 to £800,000 of savings still to find for 2012/13.  He explained that Senior Officers would be aligning their decision making process with the council’s priorities and the strategic plan rather than taking a ‘salami slice’ approach.  Mr Riley highlighted areas where future changes to Council Tax and Benefits could affect services currently provided such as the Gateway and the Contact Centre.

The retention of Business Rates was explained to the Committee.  It was explained that there would be a focus on incentivised business growth but that disproportionate success in this area would be levied which could impact negatively on Maidstone with only 10% being retained by MBC and the rest to go to Kent County Council (KCC). Concern was raised that Maidstone’s structure had not been considered.  The effect of this would mean that more Money would leave Maidstone for other areas in Kent. He explained that he hoped the consultation process taking place would reveal that there were still two tier authorities  ...  view the full minutes text for item 81.

Members considered their future work programme and the forward plan.  Members resolved that the Parish Services Scheme should be the focus of the meeting on 29 November.

With regards to the changes to the Local Strategic Partnership and Locality Boards, it was felt that a written update would be sufficient. 

The Committee were informed that a visit to Braintree District Council had been proposed for December 2011 to gain an understanding of another authority’s financial outlook and Medium Term Financial Strategy.

It was resolved:

a)  That the Parish Scheme should be the focus of the next meeting; and

b)  A Written Update should be provided by the Local Strategic Partnership lead officer to inform the Committee on the recent changes to the Local Strategic Partnership and Locality Boards.

6.30p.m. to 8.48 p.m.