Items
| No. |
Item |
23. |
Apologies and Substitutes
Additional documents:
Minutes:
Apologies had been received from Mr Mayall and
Dr Sturley.
|
24. |
Declarations of Interest
Additional documents:
Minutes:
- Mr Shonk declared that his daughter
worked for the NHS.
|
25. |
Minutes of the meeting held on 16 September 2025 PDF 116 KB
Additional documents:
Minutes:
RESOLVED that the minutes of the meeting held
on 16 September 2025 were a correct record.
|
26. |
Verbal Update by Cabinet Members
Additional documents:
Minutes:
- Mrs Fordham, Cabinet Member for
Education and Skills, gave a verbal update on the following:
- When visiting the Turner School
Trust in Folkestone, Mrs Fordham observed their inclusive
environment for all students.
- Alongside KCC officers, Mrs Fordham
attended East Kent College on the Isle of Sheppey to support
parents with the admissions process.
- Mrs Fordham explored the new
Snowfields Academy satellite SEND school on the Isle of Sheppey,
noting it was an excellent facility.
- Mrs Fordham spent time at Leigh
Academy Milestone in New Ash Green to review the facilities and
meet students.
- Mrs Fordham attended in the New Head
Teachers Event, which welcomed new head teachers in Kent and
introduced the updated Ofsted framework.
- Mrs Fordham visited the Pyramid
Project on the Isle of Sheppey, an organisation which supported
young people Not in Education, Employment or Training (NEET) and
alternative provision for Special Educational Need and Disability
(SEND) pupils.
- Mrs Fordham visited the Vibe
Community Youth Club in Sheerness, which helps keep children in
school and offers out-of-school activities.
- Mrs Fordham visited several primary
schools, including Wentworth Primary in Dartford, Longfield Primary
and Shipbourne Primary in Tonbridge.
- Mrs Fordham visited the provision at
the Oaks Specialist College, The Point (16+ provision) and Parkwood
Hall Co-operative Academy.
- Mrs Palmer, Cabinet Member for
Integrated Children’s Services, gave a verbal update on the
following:
- On 20th September, Mrs
Palmer visited the Kent Youth Voice event, she was impressed by the
young people’s motivation and creativity.
- Mrs Palmer attended the under 16's
award ceremony at Kingsville activity centre with the Chairman of
Kent County Council. Mrs Palmer shared that it was an emotional
experience to hear about the positive impact of foster carers and
their role in supporting young people.
- Mrs Palmer visited St Peters house
in Broadstairs to meet with social workers, she discussed the
challenges around the shortage and retention of social
workers.
- Mrs Palmer attended the film launch
for ‘Run’ this was a collaborative project with 90
other councils, aimed at recruiting foster families.
- Mrs Palmer attended the Big Mental
Health Conversation at Detling Showground which was hosted by Kent
Youth Voice, the event showcased support services available to
children and young carers.
- Mrs Palmer praised a family hub she
had visited in Swanscombe, noting the excellent youth
provision.
- KCC had its Ofsted inspection in
October, the draft response had not been received at the time of
the committee meeting. Mrs Palmer expressed her gratitude to all
staff for their hard work and commitment in preparing for and
participating in the Ofsted inspection.
- Mrs Palmer attended the Foster
Kinship Care and Supported Homes Host Awards in Maidstone. It was
an emotional ceremony recognising exceptional foster families and
the support provided to young people. Mrs Palmer thanked all of the
teams that worked within foster caring.
- In response to comments and
questions it was said:
- KCC had its Ofsted inspection in
October and was awaiting the report.
RESOLVED that the verbal updates were
noted.
|
27. |
Performance Monitoring PDF 2 MB
Additional documents:
Minutes:
- Ms Atkinson, Assistant Director
Management Information and Intelligence, introduced the report,
providing the Committee with an overview of the performance data of
the individual indicators.
- In response to comments and
questions it was said:
- Ms Atkinson explained that, in
managing referrals, Early Help Units had assessed some cases for
early help, while others received information, advice or guidance.
In certain situations, support within family hubs was considered
more appropriate. As the service began planning for the Families
First Partnership Programme, they reviewed how referrals were
managed and which elements of the family help system families
accessed.
- It was explained that requests for
SEND statutory assessments followed seasonal patterns, with peaks
and troughs throughout the year. December and March typically saw
the highest demand.
- When asked about the percentage of
pupils at Key Stage 2 achieving age-related expectations, Ms
Atkinson clarified that the data was drawn from SATs results,
specifically those students meeting the ‘expected’
standard across reading, writing and maths.
- Ms Atkinson outlined Kent’s
approach to managing school suspensions and permanent exclusions.
She described how Exclusion Intervention Officers ensured all
possible interventions were exhausted before any exclusion
occurred, in line with DfE guidance. These officers were linked to
the wider inclusive education strategy, delivering leadership
programmes, core training and support for governing bodies and
academic trustees. She also highlighted that, although exclusions
had risen nationally since the COVID-19 pandemic, Kent’s
rates remained comparatively low.
- Mr Chapman, Interim Deputy Director
for Education: Access and Inclusion, reported on a successful
six-week pilot run in August with the North Kent Assessment Team.
The pilot handled 96% of cases and reduced task completion time by
52% through the use of existing technology and collaboration across
six departments. He suggested that the next step was to extend the
six-week process to the remaining assessment teams and eventually
implement the full 20-week process, ensuring a consistent approach
across Kent. The overall aim was to strengthen communication,
increase data availability and improve system efficiency.
- A Member requested that the next
area of focus be one where performance was poorest.
RESOLVED that the Committee noted the
report.
|
28. |
25/00086 Parkwood Hall Expansion PDF 132 KB
Additional documents:
Minutes:
- Mrs Fordham introduced the decision,
explaining that she had visited the site, which was a large
building situated on extensive grounds with numerous outbuildings
including a small church and a former morgue, this provided
substantial space for development. The proposal focused on
exploring the feasibility and planning options for an
expansion.
- Mr Watts, Area Education Officer,
outlined the proposal for KCC to support expanding Parkwood Hall
School from 120 to 192 places, alongside extending the age range to
admit pupils from reception through post-16. Mr Watts explained
that although the school previously fell under the Royal Borough of
Kensington and Chelsea, that authority no longer placed pupils
there. It was highlighted that Kent remained the primary
commissioner and the school aligned closely with KCC’s
strategic aims. Mr Watts confirmed that the legal and financial
arrangements would ensure appropriate use of capital funds and
secure KCC first refusal on any new places created through this
investment.
- In response to comments and
questions it was said:
- Mr Watts reported continued high
demand for SEND places in North Kent, particularly in Dartford,
Sevenoaks and Gravesham, despite expansions in mainstream and
specialist resource provision. Progress on the new special school
in Swanley had been very slow, although approved in July 2023, the
academy trust was not appointed until May 2024 and lengthy
negotiations had taken place to avoid additional liabilities for
KCC. While terms were now agreed, the project was paused with other
free school schemes pending ministerial decisions expected in
spring 2026. KCC continued to lobby the Department of Education
(DfE) and had cleared the former Birchwood Primary School site to
ensure readiness.
- Mr Watts explained that
special schools could be commissioned by other authorities, which
was common in North Kent near the London boundary. Annual
commissioning meetings set available places, Kent would have the
opportunity to act quickly to take those places. It was explained
that a legal agreement linked to Kent’s capital investment
would ensure that funding was used solely to develop additional
places and would protect Kent’s access to those places. Mr
Watts confirmed that the school had been cooperative and
commissioning arrangements were already strong.
- Mr Adams, Interim Deputy Director
for Education: Sufficiency, Effectiveness and Skills, highlighted
that Kent routinely commissioned SEND provision from organisations
it did not control. Mr Watts explained that high needs or capital
investment in independent providers, including FE colleges, could
still result in places being taken by other authorities. Academies
could also offer places to any authority through the EHCP process,
creating uncertainty for councils funding provision.
- Mrs Fordham reported that the
Minister for Education had recently met the MP for Dartford to
discuss SEND proposals. She had not been invited and could not
confirm whether Parkwood Hall was discussed. Mr Watts added that
KCC officers had not been given prior notice of the meeting.
RESOLVED that the Committee considered and
endorsed the proposed decision.
|
29. |
25/00087 Broomhill Bank North Expansion PDF 134 KB
Additional documents:
Minutes:
- Mrs Fordham introduced the decision,
explaining that its purpose was to increase the designated number
from 318 to 490 places and the creation of two lodges for social
enterprise and skills for employment on the Tunbridge Wells site to
increase the 16 plus provision.
- Mr Watts added that the main
expansion work was planned for the north site in Hextable with
minor works at the West site in Tunbridge Wells. The proposal aimed
to provide value for money in both revenue and capital and to help
meet the growing demand for special needs places in North
Kent.
RESOLVED that the Committee considered and
endorsed the proposed decision.
|
30. |
Kent Safeguarding Children Multi-Agency Partnership Annual Report PDF 107 KB
Additional documents:
Minutes:
|
31. |
25/00065 Independent and Non-Maintained Special School (INMSS) Procurement PDF 187 KB
Additional documents:
Minutes:
- Mrs Fordham introduced the decision
explaining that the purpose was to develop and introduce a new
framework, to allow for strategic alignment across the sector.
- Ms Holden, Assistant Director for CYPE Commissioning,
explained that the existing framework had been the first step in
developing a strategic relationship with the sector. The
recommendation presented was to propose a new contract to further
develop this relationship. The proposal outlined a 4 year contract
with an option for a further four year extensions, designed to
remain flexible for local government reorganisation. Additionally,
ongoing activity within the SEN transformation was expected to
reduce future reliance on the sector.
- In response to comments and
questions it was said:
- Children and young people were
placed in independent sector schools for various reasons, often at
parental request, sometimes following tribunals. Some moved from
mainstream schools at parents’ insistence, while others were
placed independently due to a lack of suitable local provision. Due
to the significant cost, a rigorous decision making process was
applied. There had been a notable rise in parental requests for
independent placements for children with Autism Spectrum Disorder (ASD),
who previously would have attended mainstream settings. In
response, the Local Authority reviewed its Sufficiency Plan and
worked to expand Specialist Resource Provision (SRP). Data showed a
spike in independent placements at Year 7, linked to low parental
confidence in mainstream support. Plans were made to increase SRP
places in secondary schools to reduce both the need for and the
number of parental requests for independent placements.
- Officers reported that the
commissioning and SEND sufficiency plans projected a reduction in
independent placements from 1,172 in 2025 to just over 900 by the
end of the forecast, based on increased mainstream and SRP
capacity. SRP panel data showed 1,370 cases considered and around
450 identified as requiring SRP places, against only 1,500 existing
SRP places. Demand continued to be higher than supply, pushing
children into independent settings. Expanding SRP capacity was
essential to reverse this trend and strengthen confidence in
meeting needs within mainstream provision.
- Mr Adams emphasised that independent
special schools continued to be appropriate for some young people
due to specific needs or proximity and therefore the sector
remained important. However, current high usage reflected
insufficient local capacity. Increasing local provision would
provide effective support closer to home, enabling children to
thrive and improving parental confidence.
- It was explained that the Dynamic
Purchasing System (DPS) mirrored the new approach, with two
quality-based lots. Kent placed pupils in more than 110 independent
schools of varied size and quality and commissioning needed to
reflect that diversity. The aim was to establish block contracts
with higher-quality schools to secure standards and value, while
also including lower-rated schools to maintain relationships,
support improvement and engage where pupils were already placed.
This approach aligned with current placement patterns and supported
better partnership working.
- When asked about the proportion of
placements expected in Lot 1, Ms Sheppard advised that the team
could provide the breakdown separately, as distribution would
...
view the full minutes text for item 31.
|
32. |
25/00056 KCC Community Learning and Skills (CLS) Adult Education Funding Reform - Apprenticeship Programme PDF 143 KB
Additional documents:
Minutes:
- Mrs Fordham introduced the decision,
explaining that the apprenticeship programme within Community
Learning and Skills (CLS)was making a loss, KCC were unable to
further use any general fund to maintain the programme, as there
was no guarantee that its financial position would change in the
future.
- Mr Wallace-Wells, Deputy Head of
Service, explained that the service was making a significant
financial loss due to low numbers of engagement. Two restructures
had been undertaken within the past five years, seeking to create
conditions for this provision to break even financially. These were
unsuccessful and the service was making monthly losses, which
averaged at £15,000 a month. The proposal was close the
programme, whilst supporting the pre-existing learners to finish
their apprenticeships.
- In response to comments and
questions it was said:
- When asked if officers had looked at
models of good practice globally, Mr Wallace-Wells explained that
the organisation’s apprenticeship provision had previously
been much larger, with over 150 learners compared to the current
36. At that time, the provision fell below Ofsted’s minimum
delivery standards, prompting required changes. An external
consultant with national experience was appointed and improvements
were incorporated into the 2021 restructure. A further restructure
took place in 2023 due to ongoing financial misalignment. Despite
these actions, engagement levels remained too low to justify the
ongoing costs. Mr Wallace-Wells said that other providers in Kent
offered the same opportunities and had access to the same funding
as KCC.
- Mrs Fordham explained that due to
the economic climate and the lack of an apprenticeship strategy,
there was no additional funding available. Even if KCC had the
trainers to compete with the private providers there were barriers
to small employers being able to access or engage due to increasing
costs. It was highlighted that the current delivery model was not
effective, but officers intended to explore new approaches to
building apprenticeship pathways and supporting employers in the
future.
- A Member highlighted that the
decision to close the apprenticeship programme was unfortunate but
necessary as the scheme was flawed.
- When asked if any lessons had been
learnt from this, Ms McInnes explained that there were lessons
learnt, KCC was committed to providing the high quality
provisions.
- When asked if the service had looked
to refocus and reduce the scale of the programme, Mr Wallace-Wells
explained that qualifications for careers such as teaching
assistants had previously been delivered internally but were
currently commissioned externally by KCC through approved
providers, identified via procurement.
- In accordance with paragraph 16.31
of the Constitution, Ms Nolan wished for it to be recorded in the
minutes that she voted against endorsing the proposed decision
25/00056 KCC Community Learning and Skills (CLS) Adult Education
Funding Reform - Apprenticeship Programme.
RESOLVED that the Committee considered and
endorsed the proposed decision.
|
33. |
25/00099 Kent Commissioning Plan PDF 133 KB
Additional documents:
Minutes:
- Mrs Fordham introduced the decision, explaining
that it was a rolling plan that would be reviewed
annually.
- Mr Abrahams, Area Education
Officer, provided an overview of the report, explaining that
the plan aimed to forecast school place demand across the county
and outline commissioning for both mainstream and SEND provision.
Mr Abrahams said that the birth rate had fallen from over 18,000 in
2012 to 15,000 in 2024, affecting future demand. Overall, Kent was
expected to have sufficient primary places, though some rural areas
with housing growth may need additional provision. However, several
areas continued to face pressure for secondary places due to larger
cohorts and migration, indicating additional secondary capacity
would likely be required.
- In response to
comments and questions it was said:
- Mr Abrahams explained that
Cranbrook and High Weald posed challenges as KCC, was responsible
for securing school places but was not the sole decision-maker.
The closure of a local academy by the DfE had increased travel
distances for families, which illustrated the difficulty of holding
responsibilities without full authority. The Cabinet Member was
arranging a meeting with local stakeholders to discuss how the
council could facilitate support while advocating for the
community.
- Mr Adams explained
that forecasts relied on policy assumptions from the safety valve
negotiations. Kent remained an outlier, with 6.2% of pupils holding
EHCPs versus 5.6% nationally. Additionally, 36% of these pupils in
mainstream schools, compared to 44% nationally and 39% in special
schools, compared to 30% nationally. Pressure on special schools
drove more pupils into the independent sector, which came at a
significant cost. Mr Adams emphasised the need for clear policy
direction and planning to secure appropriate placements
efficiently, noting that unmitigated forecasts based on historic
trends could be misleading.
- Ms McInnes
highlighted the long-standing ambition to bring Kent in line with
the national EHCP average. Kent’s rate rose from below
average in 2016 to among the highest nationally by 2022, reflecting
decision making and other factors rather than a sudden increase in
needs. Safety valve financial targets were not fully met because
priority was given to children and families, including costly
non-statutory services, which increased financial
pressure.
- Ms McInnes added that
regular safety valve reports were submitted to the DfE and
published on the council’s website. In addition it was
explained that, health services did not contribute to the work that
was covered within the KCC Commissioning Plan.
- Mr Adams explained
that full costs only included housing with planning consent,
following government criteria. The inclusion of housing allocations
had previously reduced forecast accuracy, so the service no longer
did this. Officers worked with boroughs to align local plans with
long-term needs and the plan was updated annually to reflect
realistic short to medium term provision needs, generally covering
ten years.
- Localised issues were
not included in the Commissioning Plan but were addressed through
officers’ regular work.
- Ms Gleave explained
that officers worked with all KCC special schools on funding,
visited schools regularly and that councillors could also arrange
visits. ...
view the full minutes text for item 33.
|
34. |
25/00085 Specialist Resourced Provisions PDF 164 KB
Additional documents:
Minutes:
- Mr Adams introduced the decision paper,
summarising the outcomes of the Specialist Resource Provision (SRP)
review. The review assessed delivery models and identified areas
where policy needed reinforcement. It highlighted the importance of
incorporating SRPs into new schools and explained that the existing
model did not fully meet demand, prompting consideration of
alternative approaches. The priority was to increase capacity and
improve local access, particularly by expanding secondary provision
by September 2026. A budget of £20 million was allocated and
Area Education Directors (AEDs) worked with schools to identify
needs and ensure a cost-effective approach.
- In response to
comments and questions it was said:
- Ms White, Area Education
Officer, explained that secondary schools were required to meet
criteria on careers guidance, aligned with the Government’s
Skills Paper which had recommended strengthened Gatsby Benchmarks.
Collaboration between SEN staff and careers leads had been a key
element of central policy to support young people transitioning
from education to work and to engage local businesses for
apprenticeships and work experience.
- Mr Adams explained
that the proposal would help the high needs budget by reducing
reliance on costly independent placements. SRP placements ranged
from approximately £14,000–£17,000 per place,
compared with an average of £55,000 in the independent
sector.
- Mr Adams explained
that the £20 million capital grant for SRP expansions was
managed through internal mechanisms such as the four AEDs. Each
proposal included cost estimates and underwent review by the
Education Asset Board, comprising property, finance, and education
representatives. Indicative funding allocations were made to ensure
high-quality provision was delivered cost-effectively.
- Mr Adams added that
the SRP sector served young people with EHCPs. Permanently excluded
pupils were supported through an internal education programme
before reintegration into mainstream schools. The SEND Sufficiency
Plan addressed alternative provision, with particular pressure in
health-related needs for young people unable to access mainstream
schools due to mental health or school anxiety. Increasing capacity
while fostering supportive school environments was emphasised as
essential.
RESOLVED that the Committee
considered and endorsed the proposed decision.
|
35. |
25/00097 External Tuition PDF 140 KB
Additional documents:
Minutes:
- Mrs Fordham introduced the decision,
explaining that the provision was for young people who were
educated at home.
- Ms Holden explained that while the
service had the necessary governance in place to extend the
contract, there was no governance covering the significant level of
expenditure incurred since the contract began, which exceeded
initial projections.
- The contract began in September
2023, with costs rising due to providers significantly increasing
prices at tender. The service implemented transformation
initiatives to help officers balance quality and cost. The original
£15 million allocation was intended to cover the initial
three-year term but will be fully spent by its end, requiring
additional funding for the proposed extension. The decision to
extend was based on the view that re-procuring now would likely
attract the same providers at similar rates, while the service
needed them focused on transformation rather than preparing new
bids.
- There was a potential minor
technical issue identified, regarding whether the amount originally
advertised for the contract could affect the extension. The service
was reviewing this, but considers the risk to be low, as no
providers were excluded from tendering for the remaining term or
the extension.
RESOLVED that the Committee considered and
endorsed the proposed decision.
|
36. |
25/00092 School and Early Years Funding Arrangements for 2026-27 PDF 111 KB
Additional documents:
Minutes:
- Mrs Fordham introduced the
decision.
- Ms Stone, Finance Business Partner,
explained that the paper set out the background of the KCC’s
responsibility for the budget for Primary and Secondary schools as
well as Early Years and the setting of the Early Years rates for
the free entitlement for 2026/27. Ms Stone highlighted that the
school budget and the funding for early years payments came from a
specific central government grant. The service was waiting for the
funding announcements from the DfE. Once received, the final budget
was to be presented to the Cabinet Member following any necessary
consultations.
- In response to comments and
questions it was said:
- When asked about the decision from
Schools Funding Forum on the 25/00071 Funding of Services to
Schools 2026-27 decision. It was explained that, regarding the
2025/26 transfer, the Forum’s decision was almost unanimous
in supporting the proposal. The schools’ consultation also
indicated strong overall support for the transfer. Both pieces of
evidence informed the final decision and the recommendation
submitted to the Secretary of State, who reviewed this information
before granting approval.
- When asked about the effect of the
approval from the Secretary of State to approve both the 1.2%
transfer from the primary & secondary schools budgets to the
High Needs block. To help to fund SEN Support services in
mainstream schools and the reduction of minimum per pupil funding
levels. Ms Stone explained that the Government set a statutory
level that all primary and secondary schools must be funded. By KCC
reducing that, it reduced the amount of money that would be going
directly in to schools. That money was then transferred into the
high needs funding block, which would then be used for services
which would go directly back into schools for special educational
needs. It was explained that the Council had to gain formal
agreement for that each year.
RESOLVED that the Committee considered and
endorsed the proposed decision.
|
37. |
25/00100 In-House Provision of Children's Residential Homes - Match Funding PDF 135 KB
Additional documents:
Minutes:
- Mrs Palmer introduced the
decision.
- Mr Kasaven, Director for
Children’s Countywide Services, explained that this was a
good news story, as KCC qualified for match funding from the DfE.
It was explained that there were grant conditions which meant the
service had to make changes to the properties in line with the
agreement, so the size of the portfolio had to increase. There was
a budget of £6 million for the project, which incorporated
some contingency planning. Kent was one of the few authorities to
be selected, the service acquired £2.6 million of match
funding from the DfE. Additionally, Mr Kasaven shared that the
service had acquired two properties, there was a third property
subject to offer.
- In response to comments and
questions it was said:
- When asked if the number of children
KCC was anticipating placing had increased. Mr Kasaven explained
that whilst the number of children had not increased, the
complexity of the project and the cost had increased by almost 30%.
This meant that the cost saving was even greater than previously
thought.
- When asked about the locations of
the properties, Mr Kasaven explained that the two acquired
properties with planning permission were located in Ashford and
Sittingbourne.
RESOLVED that the Committee considered and
endorsed the proposed decision.
|
38. |
25/00093 KCC Sufficiency Strategy PDF 120 KB
Additional documents:
Minutes:
- Mrs Palmer introduced the decision
explaining that it was a statutory requirement, which detailed how
the service planned to address challenge of finding safe and
suitable placements for children in care, on the edge of care and
care leavers. Mrs Palmer recognised the challenge in achieving this
in Kent, as other local authorities placed children within the
county. The decision was endorsed by the Corporate Parenting Panel
on 21st October 2025.
- Ms Holden gave an overview of the
content of the report, explaining that the current strategy in
place lasted until 2027. There was a need to revamp the strategy
following the high court judgement on Unaccompanied Asylum Seeking
Children (UASC) in 2023. There was a focus on prevention, work done
with the Families First Partnership and how the authorities
in-house homes were being utilised.
- Ms McInnes highlighted that the
current number of foster carers was insufficient and emphasised the
need for recruitment.
- Mrs Palmer shared that there was a
template for Members to put on the bottom of their email
signatures, which promotes the fostering service, which would be
circulated in due course.
RESOLVED that the Committee considered and
endorsed the proposed decision.
|
39. |
Complaints and Representations Report PDF 240 KB
Additional documents:
Minutes:
- Ms Blackburn-Clarke, Customer Experience and
Relationship Manager, introduced the report and provided the
Committee with an overview of its purpose.
- In response to
comments and questions it was said:
- A Member asked for
further clarity around the 123% increase in complaints received
about the direction of travel of the Children’s Act.
Additionally, the Member explained that they had sent in a Member
enquiry and it had taken two months to receive a response, asking
what is being done to improve the timescales.
i.
In response to the first question, Ms Blackburn-Clarke explained
that the number of complaints had risen significantly, largely due
to increased attention from the Local Government and Social Care
Ombudsman (LGSCO) on these types of cases. To ensure people receive
the appropriate service, the team has adopted a more cautious
approach. Where it was believed a complaint would be treated by the
LGSCO as a Children’s Act matter, it was processed through
that route. There has also been a noticeable increase in
individuals being eligible to pursue this option, contributing to
the overall rise in complaints. Additionally, the complaints team
was handling a greater number of complex cases, which was reflected
in the figures.
ii.
Mr Chapman apologised for the delay in response to the Member
enquiry, explaining that the service often received an considerable
number of complaints. There were multiple efforts undertaken to
improve timescales of communication, such as the pilot scheme which
automated answers to straightforward queries. Mr Chapman explained
that this was a work in progress and was part of an active work
plan to improve communication timescales.
RESOLVED that the Committee
noted the report.
|
40. |
Work Programme PDF 63 KB
Additional documents:
Minutes:
RESOLVED that the work programme was
noted.
|