Agenda item

Interviews with: Sam Bailey, Research and Performance Officer; Rob Jarman, Head of Planning and Development; Ryan O’Connell, Mid Kent Planning Support Manager; Jason Taylor, Parks and Leisure Services Manager; and Councillor Moss, Cabinet Member for Corporate Services

The Committee considered the report of the Head of Policy and Communications regarding the Council’s performance in dealing with complaints during October-December 2013 (Quarter 3).

The Research and Performance Officer, the Head of Planning and Development, the Mid Kent Planning Support Manager, the Parks and Leisure Services Manager and the Cabinet Member for Corporate Services were in attendance to introduce the report and respond to comments raised by the Committee.

The Research and Performance Officer introduced the report asking the Committee to note the performance, particularly in relation to the compliments received by teams and individual officers within the Council and:-

  i.  The high number of complaints received by Development Management this quarter

  ii.  The high number of complaints that were responded to out of time for Development Management this quarter

  iii.  The high number of complaints received by Parks and Leisure this quarter

  iv.  The high number of stage 2 complaints received this quarter

  v.  Improvements made as a result of complaints this quarter

In response to questions raised by Members of the Committee, the Head of Planning and Development explained that the number of submitted applications is increasing and a high proportion of those submitted are major applications.  Also, there are currently vacancies for a Principal Planning Officer and a Development Manager, both of which were advertised in December.  There were no suitable candidates for the Development Manager role (following 2 interviews) and although they did offer the position of Principal Planning Officer it was unfortunately not accepted due to the extra travel.  In the meantime, two consultants have been brought in.  It was noted that the number of Freedom of Information (“FOI”) requests has increased dramatically.

The Head of Planning and Development informed the Committee that, as a Department, they need to re-prioritise the importance of complaints and general customer care.

The MKIP Planning Support Manager explained that they are in the process of setting up the Planning Support Shared Service which is due to be in place from 1 June 2014.  Planning Support will take the first calls across all 3 Authorities.  There is a programme of work leading up to 1 June 2014 and thereafter an improvement exercise.  There is a programme of extensive training with the Contact Centre and setting customer care as a priority.  A number of areas will be looked at and improvements made where required and as much of the process standardised where possible. 

The Committee felt very strongly that they wanted to do all they can to help the Department and that it was important to attract the right calibre of candidate and get the vacant positions filled as a matter of urgency.  They felt that in order to do this the Council should offer a market supplement (as has been done in the past) to ensure the package is attractive to the best candidates.  They felt this would be of great benefit to the whole Department as they will have the experience and expertise required.  It was therefore felt appropriate to send a recommendation to the Chief Executive to this effect.

A Member of the Committee mentioned that another Council in Kent charges for FOI requests and the Committee felt it was prudent for this option to be investigated at Maidstone.

The Parks and Leisure Services Manager addressed the Committee explaining the detail behind the complaints received with regard to the Social Festival held in Mote Park in September 2013.

In response to questions, the Parks and Leisure Services Manager confirmed:-

·  that a de-brief with the organisers was held after the meeting;

·  when measuring sound, it does not take into account the base level and therefore a restriction to the base level will be put in place for future events and that sound curtains around the event would help stop the noise travelling;

RESOLVED: 

a)  That the performance in relation to complaints be noted, in particular:-

  i.  The high number of complaints received by Development Management this quarter

  ii.  The high number of complaints that were responded to out of time for Development Management this quarter

  iii.  The high number of complaints received by Parks and Leisure this quarter

  iv.  The high number of stage 2 complaints received this quarter

  v.  Improvements made as a result of complaints this quarter

b)  That the compliments received by teams and individual officers within the Council be noted.

c)  That the Chief Executive be recommended to advertise for the positions of Development Manager and Principal Planning Officer offering a market supplement as a matter of urgency.

d)  That the Committee fully supports the various work programmes being undertaken for the MKIP Planning Support Shared Service and that the Customer Improvement Programme be prioritised and be considered by this Committee at the earliest opportunity.

e)  That the Head of Policy and Communications give consideration to charging a fee for FOI requests.

f)  That the Parks and Leisure Services Manager be congratulated on the outstanding “The Social” event held in September 2013 and the Committee are pleased that action will be taken to control the base noise level for future events.