The Overview & Scrutiny Committee met on Monday 3 December 2012, discussing the council's Gypsy and Traveller sites agreement, an update on the customer services contract, and a cabinet member interview concerning finance and resources. Key decisions included referring the Gypsy and Traveller sites agreement back for reconsideration and requesting a report on future consultation methods, application requirements, animal keeping, and fire safety.

Gypsy and Traveller Sites Agreement Referred Back for Reconsideration

The committee formally referred the decision on a new written agreement for council Gypsy and Traveller sites back to the Deputy Leader and Cabinet Member for Housing Management for reconsideration. Councillor Ian Wingfield, Deputy Leader and Cabinet Member for Housing, explained that while the council had consulted with residents at Brierdale Close, Burnhill Close, Springtide Close, and Ilderton Road, and separately with the Southwark Travellers' Action Group (STAG), there had been no formal written responses from the travellers.

Members expressed concern that consultation based solely on a formal legal document was insufficient and that other engagement methods had not been adequately explored. Councillor Wingfield agreed that diverse consultation methods should be used in the future and welcomed STAG's input. While travellers were amenable to greater security of tenure, specific details within the agreement required further consideration.

The Chair raised concerns about paragraph 10 of the Express Terms of Agreement, concerning temporary absence from a pitch, questioning why it was not aligned with Department for Communities & Local Government (DCLG) guidelines. Councillor Wingfield confirmed these terms would be amended. The committee also suggested reviewing the requirement for written applications for various aspects of the agreement, including the keeping of animals (paragraph 6) and fire safety provisions (paragraph 5). Councillor Wingfield indicated these points would be re-examined in consultation with STAG and travellers. The committee also noted the ongoing issue of pitch space and inquired about the council's application for government funding for improvements and expansion of sites, with the Strategic Director for Housing & Community Services to report back on this.

The committee resolved to refer the decision back for reconsideration and requested a report addressing:

• Methods of future consultation.
• Emphasis on written applications for various matters.
• Consent for keeping animals, considering an appropriate number and assistance with microchipping.
• Requirements and funding for fire safety.
• Whether the council applied for and was successful in obtaining government funding for pitch improvements or expansion.

Customer Services Contract Exit Update

Richard Selley, Head of Customer Experience, presented an update on the customer services contract exit. Concerns were raised about the new My Southwark customer service point at Market Place, Bermondsey being smaller than the previous Bermondsey One Stop Shop (OSS), particularly lacking adequate space for confidential meetings. Mr. Selley explained that the new facility focuses on self- and assisted-self-service, with interview slots available, and that discussions were ongoing with the Citizens Advice Bureau (CAB) regarding shared accommodation.

The committee also inquired about staff morale following the transfer of undertakings, protection of employment (TUPE)¹ and confirmed that staff were being TUPE'd on council terms and conditions, ensuring equal pay protection. Issues regarding the transfer of IT systems were discussed, with a move from SAP CRM to Microsoft Dynamics CRM planned. Improvements to the council website were also highlighted, enabling customers to access rent and service charge accounts, raise repairs, and book appointments online. Performance monitoring, including call listening and customer feedback, was detailed, with costs being closely monitored. Enhancements to document checking processes were also noted, aiming to reduce customer inconvenience.

Cabinet Member Interview: Councillor Richard Livingstone, Finance and Resources

Councillor Richard Livingstone, Cabinet Member for Finance & Resources, provided an overview of his portfolio. He discussed the ongoing improvement in council tax collection and the significant issues surrounding universal credit delivery, including TUPE implications. A major budget pressure for 2013/14 was the delayed announcement of the government's financial settlement, which would compress the timescale for setting council tax and undertaking consultation.

Councillor Livingstone confirmed the council had secured accreditation for the London Living Wage (LLW)², with plans to implement it for council staff and contractors. Challenges remain in applying the LLW to existing contracts, such as PFI arrangements with VEOLIA and the homecare contract. He also updated the committee on the potential acquisition of the freehold for 160 Tooley Street, London SE1 2QH, stating the council had made an offer that was likely to be accepted, which could generate significant annual savings and provide a valuable asset.

Discussions also covered the council's responsibility for the Social Fund, with plans to engage the voluntary sector. The committee raised concerns about universal credit, including direct rent payments, potential for domestic abuse, and the vulnerability of certain groups. Councillor Livingstone acknowledged a knowledge gap in some areas but confirmed good knowledge within revenues and benefits, finance, and corporate strategy teams.

The committee requested a briefing note on the impact of direct payments, universal credit, and changes to the Social Fund. Further discussions included the council's financial reserves, the impact of government cuts, and budget priorities for 2013/14, with an emphasis on consulting vulnerable groups. Councillor Livingstone also clarified that there were no current plans to bring services back in-house, but that the council was monitoring its work with Mears and had seen improvements from bringing the work of Vangent and Liberata in-house.

Resident Involvement and Resident Association Recognition and Grants

Brian O'Neill, Resident Involvement Manager, introduced the report. The committee highlighted the need for an urgent completion of a web version of the grant application form and requested that a letter detailing named officers responsible for supporting Tenant Resident Associations (TRAs)³ be circulated to all council members as soon as possible. The committee asked for an update on actions taken in response to recommendations from a review of resident involvement and resident association grants.