Agenda not available for this meeting.

• 

  01

  Apologies for Absence

  

  To receive apologies for absence from Members to determine the quorum of the meeting in accordance with Rule 7 of Part 4 of the Constitution.
• 

  02

  Appointment of Substitutes

  

  To appoint substitute Members in accordance with Rule 26 of Part 4 of the Constitution and the Substitution Procedure Rules.

  • 5:11 Cllr Bill Boulter
  • 5:16 Cllr Samia Haq
  • 5:19 Cllr Bill Boulter
  • 5:25 Cllr Bill Boulter
• 

  03

  Declarations of Interest

  

  Members are reminded that any declaration of interest should be made having regard to the Members’ Code of Conduct. In particular, Members must make clear the nature of the interest and whether it is 'pecuniary' or ‘non-pecuniary'.
• 

  04

  Minutes of the Previous Meeting

  

  To read, confirm and approve the minutes of the previous meeting in accordance with Rule 19 of Part 4 of the Constitution.

  Minutes of Previous Meeting

  • 5:33 Cllr Carl Martin
  • 5:58 Cllr Bill Boulter
• 

  05

  Action List Arising from the Previous Meeting

  

  To read, confirm and note the Action List arising from the previous meeting.
• 

  06

  Petitions and Deputations

  

  To receive any Petitions and, or, Deputations in accordance with Rule(s) 11 and 12 of Part 4 of the Constitution and the Petitions Procedure Rules respectively.

  • 6:27 Cllr Bill Boulter
• 

  07

  Corporate Performance Update (Q4 2023/24)

  

  Report of the Head of Customer Service & Transformation

  Corporate Performance Update (Q4 2023/24)

  Appendix 1 - Operational Update Q4 2023-24

  Appendix 2 - Customer Service Statistical Analysis Q4 2023-24

  Appendix 3 - Bi-Annual Complaints Report Oct 23-March 24

  Appendix 4 - Forward Planning Events Calendar

  Appendix 5 - Customer Experience Strategy Action Plan Update

  • 6:33 Trish Hatton
  • 10:10 Cllr Bill Boulter
  • 10:37 Chris Eyre
  • 11:43 Chris Eyre
  • 11:51 Cllr Colin Gore
  • 11:54 Cllr Colin Gore
  • 12:35 Cllr Bill Boulter
  • 12:36 Cllr Bill Boulter
  • 12:37 Chris Eyre
  • 12:41 Chris Eyre
  • 13:20 Cllr Colin Gore
  • 13:39 Cllr Bill Boulter
  • 13:41 Cllr Bill Boulter
  • 13:41 Samuel Ball
  • 13:59 Samuel Ball
  • 14:23 Cllr Samia Haq
  • 14:53 Chris Eyre
  • 15:57 Cllr Samia Haq
  • 16:20 Chris Eyre
  • 19:22 Cllr Samia Haq
  • 19:53 Cllr Bill Boulter
  • 20:08 Cllr Kevin Loydall
  • 20:28 Chris Eyre
  • 20:29 Cllr Kevin Loydall
  • 21:33 Samuel Ball
  • 21:34 Samuel Ball
  • 22:40 Cllr Kevin Loydall
  • 22:41 Samuel Ball
  • 22:41 Chris Eyre
  • 22:42 Chris Eyre
  • 23:57 Cllr Naveed Alam
  • 24:26 Cllr Bill Boulter
  • 24:26 Teresa Neal
  • 24:33 Teresa Neal
  • 25:34 Cllr Bill Boulter
  • 25:34 Cllr Naveed Alam
  • 25:35 Cllr Naveed Alam
  • 25:36 Cllr Naveed Alam
  • 25:45 Teresa Neal
  • 25:46 Teresa Neal
  • 25:52 Cllr Naveed Alam
  • 25:57 Teresa Neal
  • 26:09 Cllr Naveed Alam
  • 26:10 Cllr Naveed Alam
  • 26:35 Cllr Bill Boulter
  • 26:37 Cllr Lee Bentley
  • 26:38 Cllr Lee Bentley
  • 26:39 Cllr Bill Boulter
  • 26:40 Cllr Lee Bentley
  • 27:09 Chris Eyre
  • 27:47 Cllr Lee Bentley
  • 28:26 Cllr Bill Boulter
  • 28:31 Cllr Jeffrey Kaufman
  • 28:31 Cllr Jeffrey Kaufman
  • 30:04 Cllr Bill Boulter
  • 30:06 Teresa Neal
  • 30:08 Teresa Neal
  • 31:31 Teresa Neal
  • 31:58 Cllr Jeffrey Kaufman
  • 32:11 Teresa Neal
  • 32:19 Cllr Bill Boulter
  • 32:20 Cllr Bill Boulter
  • 32:27 Adrian Thorpe
  • 32:36 Cllr Bill Boulter
  • 32:47 Adrian Thorpe
  • 32:53 Cllr Bill Boulter
  • 33:09 Teresa Neal
  • 34:17 Cllr Bill Boulter
  • 34:19 Cllr Jeffrey Kaufman
  • 34:27 Cllr Jeffrey Kaufman
  • 34:56 Teresa Neal
  • 34:57 Teresa Neal
  • 36:35 Cllr Bill Boulter
  • 36:36 Cllr Samia Haq
  • 36:36 Cllr Samia Haq
  • 36:38 Cllr Samia Haq
  • 36:50 Cllr Bill Boulter
  • 36:56 Cllr Kevin Loydall
  • 37:10 Cllr Kevin Loydall
  • 37:11 Teresa Neal
  • 37:16 Teresa Neal
  • 38:05 Cllr Bill Boulter
  • 38:07 Cllr Naveed Alam
  • 38:10 Cllr Naveed Alam
  • 38:34 Cllr Naveed Alam
  • 39:02 Chris Eyre
  • 39:04 Cllr Bill Boulter
  • 39:05 Chris Eyre
  • 40:57 Cllr Naveed Alam
  • 40:58 Cllr Naveed Alam
  • 41:26 Chris Eyre
  • 41:27 Chris Eyre
  • 41:47 Cllr Naveed Alam
  • 41:48 Cllr Naveed Alam
  • 42:00 Cllr Bill Boulter
  • 42:02 Chris Eyre
  • 42:05 Chris Eyre
  • 42:18 Chris Eyre
  • 42:33 Cllr Bill Boulter
  • 43:21 Chris Eyre
  • 43:22 Chris Eyre
  • 43:41 Cllr Naveed Alam
  • 43:43 Chris Eyre
  • 43:43 Cllr Bill Boulter
  • 43:45 Cllr Bill Boulter
  • 43:46 Cllr Colin Gore
  • 43:47 Cllr Colin Gore
  • 44:22 Chris Eyre
  • 44:22 Cllr Bill Boulter
  • 44:23 Cllr Bill Boulter
  • 44:32 Chris Eyre
  • 44:33 Chris Eyre
  • 45:22 Cllr Bill Boulter
  • 45:25 Cllr Colin Gore
  • 45:34 Chris Eyre
  • 45:50 Cllr Colin Gore
  • 45:55 Chris Eyre
  • 46:00 Chris Eyre
  • 46:02 Cllr Colin Gore
  • 46:04 Cllr Bill Boulter
  • 46:06 Cllr Colin Gore
  • 46:24 Chris Eyre
  • 46:26 Chris Eyre
  • 47:31 Cllr Bill Boulter
  • 47:32 Cllr Bill Boulter
  • 47:33 Cllr Carl Martin
  • 47:33 Cllr Carl Martin
  • 48:22 Cllr Samia Haq
  • 49:09 Chris Eyre
  • 49:11 Chris Eyre
  • 50:20 Cllr Bill Boulter
  • 50:23 Cllr Bill Boulter
  • 50:43 Cllr Samia Haq
  • 50:44 Cllr Samia Haq
  • 50:55 Cllr Bill Boulter
  • 51:04 Chris Eyre
  • 51:07 Chris Eyre
  • 51:31 Cllr Bill Boulter
  • 51:32 Cllr Carl Martin
  • 52:17 Chris Eyre
  • 52:19 Chris Eyre
  • 52:20 Cllr Bill Boulter
  • 52:22 Cllr Bill Boulter
  • 52:37 Samuel Ball
  • 52:40 Samuel Ball
  • 52:45 Cllr Carl Martin
  • 52:47 Cllr Carl Martin
  • 53:21 Samuel Ball
  • 53:35 Cllr Bill Boulter
  • 53:45 Cllr Bill Boulter
  • 54:03 Chris Eyre
  • 54:06 Cllr Bill Boulter
  • 54:30 Samuel Ball
  • 55:09 Cllr Colin Gore
  • 55:30 Cllr Bill Boulter
  • 55:32 Cllr Bill Boulter
  • 56:10 Teresa Neal
  • 58:48 Cllr Samia Haq
  • 59:08 Cllr Bill Boulter
  • 59:10 Teresa Neal
  • 59:12 Teresa Neal
  • 1:00:12 Cllr Bill Boulter
  • 1:00:22 Trish Hatton
  • 1:00:23 Trish Hatton
  • 1:00:35 Cllr Carl Martin
  • 1:00:48 Trish Hatton
  • 1:00:53 Trish Hatton
  • 1:01:34 Cllr Bill Boulter
  • 1:01:58 Trish Hatton
  • 1:02:03 Cllr Bill Boulter
  • 1:02:42 Samuel Ball
  • 1:02:42 Cllr Bill Boulter
  • 1:03:33 Samuel Ball
  • 1:04:00 Cllr Bill Boulter
  • 1:04:04 Samuel Ball
  • 1:04:07 Cllr Bill Boulter
  • 1:04:24 Samuel Ball
  • 1:05:08 Cllr Bill Boulter
  • 1:05:23 Cllr Bill Boulter
  • 1:05:55 Samuel Ball
  • 1:05:58 Cllr Bill Boulter
  • 1:05:59 Samuel Ball
  • 1:05:59 Cllr Kevin Loydall
  • 1:06:01 Cllr Kevin Loydall
  • 1:06:51 Cllr Kevin Loydall
  • 1:07:09 Cllr Bill Boulter
  • 1:07:11 Teresa Neal
  • 1:07:11 Teresa Neal
  • 1:08:20 Cllr Bill Boulter
  • 1:08:25 Cllr Jeffrey Kaufman
  • 1:08:34 Cllr Jeffrey Kaufman
  • 1:08:36 Cllr Samia Haq
  • 1:09:13 Cllr Bill Boulter
  • 1:10:27 Cllr Jeffrey Kaufman
  • 1:10:44 Cllr Bill Boulter
  • 1:10:48 Samuel Ball
  • 1:11:09 Cllr Bill Boulter
  • 1:11:11 Cllr Jeffrey Kaufman
  • 1:11:28 Cllr Bill Boulter
  • 1:11:33 Cllr Bill Boulter
  • 1:13:15 Cllr Samia Haq
  • 1:13:38 Cllr Bill Boulter
  • 1:13:46 Cllr Lee Bentley
  • 1:15:14 Cllr Bill Boulter
  • 1:15:46 Cllr Bill Boulter
  • 1:16:01 Cllr Lee Bentley
  • 1:16:07 Cllr Bill Boulter
  • 1:16:56 Cllr Jeffrey Kaufman
  • 1:18:09 Teresa Neal
  • 1:18:11 Teresa Neal
  • 1:18:52 Teresa Neal
  • 1:18:57 Cllr Carl Martin
  • 1:19:39 Cllr Bill Boulter
  • 1:20:51 Teresa Neal
  • 1:20:53 Teresa Neal
  • 1:21:34 Cllr Bill Boulter
  • 1:21:43 Trish Hatton
  • 1:21:45 Cllr Bill Boulter
  • 1:21:49 Cllr Kevin Loydall
  • 1:21:56 Cllr Kevin Loydall
  • 1:22:18 Cllr Bill Boulter
  • 1:22:38 Cllr Bill Boulter
  • 1:22:42 Trish Hatton
  • 1:23:01 Cllr Bill Boulter
  • 1:23:19 Trish Hatton
  • 1:23:22 Cllr Carl Martin
  • 1:23:22 Cllr Carl Martin
  • 1:23:23 Cllr Carl Martin
  • 1:23:56 Trish Hatton
  • 1:23:59 Trish Hatton
  • 1:24:48 Cllr Carl Martin
  • 1:25:02 Trish Hatton
  • 1:25:22 Trish Hatton
  • 1:25:53 Cllr Carl Martin
  • 1:26:06 Trish Hatton
  • 1:26:09 Trish Hatton
  • 1:26:43 Cllr Bill Boulter
  • 1:26:44 Cllr Colin Gore
  • 1:26:46 Cllr Colin Gore
  • 1:27:02 Trish Hatton
  • 1:27:39 Trish Hatton
  • 1:28:18 Cllr Colin Gore
  • 1:28:19 Cllr Bill Boulter
  • 1:28:20 Cllr Colin Gore
  • 1:28:42 Cllr Jeffrey Kaufman
  • 1:30:40 Cllr Samia Haq
  • 1:31:40 Trish Hatton
  • 1:32:15 Cllr Samia Haq
  • 1:32:22 Trish Hatton
  • 1:32:28 Trish Hatton
  • 1:34:55 Cllr Bill Boulter
  • 1:34:56 Cllr Jeffrey Kaufman
  • 1:34:58 Cllr Jeffrey Kaufman
  • 1:35:34 Cllr Bill Boulter
  • 1:35:37 Cllr Bill Boulter
  • 1:35:59 Trish Hatton
  • 1:36:04 Trish Hatton
  • 1:37:52 Cllr Carl Martin
  • 1:38:28 Cllr Bill Boulter
  • 1:39:05 Trish Hatton
• 

  08

  Customer Experience Strategy - Year 1 Review

  

  Presentation of the Head of Customer Service & Transformation

  Customer Experience Strategy Action Plan Review (June 2024)

  • 1:54:10 Cllr Bill Boulter
  • 1:54:10 Cllr Bill Boulter
  • 1:54:13 Cllr Colin Gore
  • 1:54:27 Cllr Colin Gore
  • 1:54:33 Trish Hatton
  • 1:54:37 Trish Hatton
  • 1:55:38 Cllr Bill Boulter
  • 1:55:39 Trish Hatton
  • 1:55:39 Cllr Colin Gore
  • 1:55:40 Cllr Colin Gore
  • 1:55:40 Cllr Bill Boulter
  • 1:55:41 Cllr Colin Gore
  • 1:55:59 Cllr Bill Boulter
  • 1:56:01 Cllr Bill Boulter
  • 1:56:04 Cllr Naveed Alam
  • 1:56:05 Cllr Naveed Alam
  • 1:56:43 Trish Hatton
  • 1:58:17 Cllr Naveed Alam
  • 1:58:18 Cllr Bill Boulter
  • 1:58:19 Cllr Bill Boulter
  • 1:58:23 Cllr Samia Haq
  • 1:58:23 Cllr Samia Haq
  • 1:58:33 Cllr Samia Haq
  • 1:59:05 Cllr Bill Boulter

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• 

  Cllr Rosemarie Adams

• 

  Cllr Naveed Alam

• 

  Cllr Santokh Athwal

• 

  Samuel Ball

• 

  Cllr Lee Bentley

• 

  Cllr Bill Boulter

• 

  Cllr Frank Broadley

• 

  Cllr Liz Darling

• 

  Chris Eyre

• 

  Cllr Kamal Ghattoraya

• 

  David Gill

• 

  Cllr Colin Gore

• 

  Cllr Samia Haq

• 

  Trish Hatton

• 

  Cllr Gary Hunt

• 

  Cllr Jeffrey Kaufman

• 

  Cllr Kevin Loydall

• 

  Cllr Carl Martin

• 

  Teresa Neal

• 

  Adrian Thorpe

• 

  Sebastian Wheeliker

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