The Communities and Place Overview and Scrutiny Committee (OSC) of Northumberland County Council met on Monday 27 July 2026 to discuss proposed changes to library and customer services, and to review the performance of the 'Fix My Street' public realm reporting system. The committee also considered its work programme for the upcoming year.

Service Redesign - Libraries and Customer Services

The committee was scheduled to receive a presentation on the draft operating model for the Library and Information Service. This report aimed to provide context for the proposed changes, which were designed to integrate library and customer services to create a universal front door for residents. The proposed model was intended to enhance access to services, particularly for those who are not digitally proficient, and to achieve efficiencies outlined in the Council's Medium Term Financial Plan (MTFP) for 2025-2029. The report highlighted that over 5,800 residents had responded to the public consultation, and staff consultation had also taken place. The proposed implementation date for the new service model was January 2027.

Key aspects of the proposed model included:

• Hyper-local front door: Support services would be delivered at a local level across all sites, aiming to assist residents who are not digitally proficient and to facilitate Make Every Contact Count conversations.
• Opening Hours: Proposed opening hours for various library hubs and primary/secondary sites were detailed, with adjustments made based on resident and staff feedback. For example, Berwick Library's Saturday opening hours were extended to five hours, and Lynemouth's staffed hours were increased from nine to twelve.
• Outreach Services: The mobile library service was proposed to move to a four-weekly schedule, with standardised halt times. The Home Library Service was to be strengthened with more volunteers and wider promotion.
• Community Led Libraries (CLLs): The report outlined plans to improve communication, training, and support for existing CLLs in Haydon Bridge and Heddon, and to explore CLL models for Bedlington Station, Kielder, Guide Post, Seaton Sluice, South Beach, and Seaton Valley.
• Automated Library Bookcases: These were proposed for locations such as Kielder, Guide Post, and Seaton Sluice to increase access outside of staffed hours.
• Staffing and Budget: The report indicated that no compulsory redundancies were planned, with staff being slotted into similar or equivalent roles. A new Band 4 Co-ordinator role was created, blending Customer Services Advisor and Library and Information Assistant responsibilities. Revised staffing structures were projected to deliver approximately £200,000 in savings.

The committee was asked to provide feedback on the proposed model to inform a Cabinet report scheduled for 8 September 2026.

Update on Fix My Street Public Realm Reporting Arrangements

The committee was scheduled to receive an update on the performance of the 'Fix My Street Pro' public realm reporting system, which was launched in May 2023. The system was introduced to streamline the reporting of public realm issues such as fly-tipping, graffiti, highway defects, and abandoned vehicles, and to provide timely feedback to residents.

The report detailed:

• Reasons for Introduction: To meet resident expectations for a modern, map-based reporting tool, reinforce the council's reputation for excellent service, and integrate with existing customer case management and back-office systems.
• Levels of Usage: Since its launch, the system had received a total of 145,090 reports, with 77.7% submitted by the public. Report volumes had increased by approximately 22% year-on-year, reaching 54,888 in 2025/26, indicating growing public engagement and demand on services.
• Main Areas of Reporting Activity: The most frequently reported categories over the past three years were consistently road potholes and surface condition, fly-tipping, parks maintenance, footway/footpath issues, street lighting, trees, vegetation, and litter.
• Performance: An overall completion rate of 89.7% of reports was noted, with over 83% of reports completed in 2025/26 despite increased demand.
• System Improvements: Updates since launch included automatic image uploads, a category search bar, improved templates for all categories, and enhanced information for users regarding reporting criteria and confidentiality.
• Challenges and Areas for Improvement: The report identified ongoing work to update reporting for fly-tipping and abandoned vehicles, and changes to street lighting categories for greater efficiency. Future improvements were planned for waste services integration and the new CRM system.

The committee was asked to note and consider the presentation and provide feedback.

Communities and Place Overview and Scrutiny Committee Work Programme and Monitoring Report

The committee was scheduled to consider its work programme for the 2026/27 council year. The report outlined the committee's terms of reference, which cover areas such as public safety, culture, leisure and tourism, roads and highways, environment, rural and farming, and housing and planning. It also listed issues identified for timetabling and consideration, including the Local Plan Scoping presentation, Destination Management Plan, and Public Toilet Improvement Plan. The report also included a monitoring report detailing decisions made and outcomes from previous meetings, including discussions on Civil Contingencies and the robustness of the Library Service Redesign consultation.

The committee was asked to consider its work programme for the 2026/27 council year.