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The committee reviewed savings made in the 2025/26 budget and the provisional settlement for 2026/27. It also heard about the Council Front Door Project, which aims to make it easier to contact the Council by phone, online and in person. Members were satisfied with the in-year savings position and agreed changes to several dates in the work programme.
Apologies for absence were submitted on behalf of Councillors Tina Mannering and Jeremy Newton.
Correction to Minutes Apologies in respect of Councillor Stella Matthews be noted. AGREED – That the Minutes of the Meeting held on 11 December 2025 be received as a correct record, subject to the above amendment.
Decision as recorded
AGREED – That the work programme be agreed as attached at Appendix 1 to the report COGC/01/26 subject to the aforementioned changes.
The Chief Officer Governance and Customer submitted a report COGC/01/26 which allowed Members to consider work programme of the Customers, Performance, Resources & Governance Scrutiny Committee attached at Appendix 1. The Scrutiny Facilitator referred to the proposed changes, listed below, which were subsequently agreed: • Hybrid Working Policy – Union representatives to be invited to attend the meeting in March 2026 • Change Programme – deferred from January to April 2026 to enable more detail of the projects to be included. • Planning Governance Update – deferred from February to March 2026 AGREED – That the work programme be agreed as attached at Appendix 1 to the report COGC/01/26 subject to the aforementioned changes.
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Decision as recorded
AGREED: • To thank the Lead Member and Officers for the report. • That the Committee were satisfied with the in-year budget savings position for 2025/26 and noted the main implications of the Provisional Local Government Settlement 2026/27. • That the Chief Officer Environment & Technical be invited to attend when the Committee considers the next budget saving monitoring report.
The Lead Member for Finance and Asset Management submitted a report COFI/03/26 which informed Members of the Council’s progress against savings agreed at Quarter 2 2025/26 and to update on the Provisional Local Government Settlement 2026/27. The Lead Member introduced his report and responded to questions accordingly, with input from the Chief Officer Finance and ICT and the newly appointed Chief Officer Social Care who was welcomed to his first meeting of this Committee. During the debate, a number of issues were raised, including: · In noting that the figures in the report were based on forecasts as at end of September Members sought clarification on whether those budget savings rated amber are likely to be on track by year end. · Officers provided an update with regards to the projected £4.6m budget spending pressures for the end of 2025/26. · In discussion the provisional Local Government settlement, Officers provided an explanation around the difference between the settlement figure and the Council’s Standard Spending Assessment for 2026/27 (the estimated budget shortfall). · Discussion around how the Council’s medium term financial plan would take account of the UK Autumn budget consequential’s for Welsh Government funding. · A request for future performance and budget reporting to be more closely linked in order to provide assurances that performance was not being compromised by cost savings. · It was recognised that a significant part of the projected budget pressures were related to Social Care. The Chief Officer Social Care advised that the demand profile facing social care was real and that efficiency plans for the year i.e. domiciliary care had not been achieved due to over demand. A more intensive look into the demand profile was required. Whilst an increase in domiciliary care was to be expected, it was noted that a reduction in residential care could also be expected. Non for profit in house provision was also required to create efficiencies. He advised that there needed for greater focus on re-enablement services and shared provision, across North Wales. It was also noted that in aiming to reduce LAC numbers the focus needed to remain on prevention and early intervention with a multi agency approach including the Local Authority, third sector provision and health and education services. · In response to concerns around the additional demands on staff the Lead Member confirmed that the responsibility for ensuring cost savings did not impact negatively on staff with ultimate responsibility remaining with the Chief Executive as the Head of Paid Services. He advised that regular discussions with regards to this issue took place at Senior Leadership Team meetings. AGREED: • To thank the Lead Member and Officers for the report. • That the Committee were satisfied with the in-year budget savings position for 2025/26 and noted the main implications of the Provisional Local Government Settlement 2026/27. • That the Chief Officer Environment & Technical be invited to attend when the Committee considers the next budget saving monitoring report.
Part of an issue followed across 2 meetings
Decision as recorded
AGREED:- • To thank the Lead Member and Officers for the report and the positive progress being made. • That future progress reports are scheduled at the end of each project phase and give the opportunity for Committee to inform the next phase of development. • That future reports correlate feedback from the Customer Access Survey with project areas to compare take up of online services and customer satisfaction rates.
The Lead Member Housing & Climate Change and the Lead Member for Corporate Services submitted a joint report which provided Members with an overview of the scope of the project, progress to date and sought their input on future phases of the project. The Lead Members introduced their report and responded to Members questions accordingly thereafter, with input from the Head of Service Digital & Customer and Interim Head of Service PIPS & Transformation. During the debate, a number of issues were highlighted, including: · Whilst the increasing use of AI was recognised, Officers confirmed that it was important to ensure that those customers who did not wish to use on line services would still be able to access face to face support. · It was noted that software was continually being developed and work was taking place to identify such software which supported the Councils bilingual standards. · High abonnement call rates were related to the old telephone platform and the customer service contact centre, which was supported with improved technology had a lower abandonment rate. · The importance of ensuring that relevant staff had the knowledge to signpost customers to the right areas. · A more holistic approach to queries, particularly in respect of housing, was being developed, with the repairs contact centre already established. · The need to consider ways to increase engagement with the customer access survey. · Concern was raised in relation to the security of the Guildhall reception area and the need to ensure all non-employee visitors to the building were identified and signed in. AGREED:- • To thank the Lead Member and Officers for the report and the positive progress being made. • That future progress reports are scheduled at the end of each project phase and give the opportunity for Committee to inform the next phase of development. • That future reports correlate feedback from the Customer Access Survey with project areas to compare take up of online services and customer satisfaction rates.