The Corporate Overview and Scrutiny Committee met on Tuesday 8 September 2026 to discuss customer feedback and complaints, progress on digital innovation, and the council's work programmes. Key discussions included the customer feedback and complaints report, progress on digital innovation and a digital-first approach, and the work programmes for the council's overview and scrutiny committees.

Customer Feedback and Complaints Annual Report 2025-26

The committee received an overview of the customer feedback and complaints reports for Corporate Services, Children and Families Services, and Health and Care Services for the 2025-26 period. Emily Dorbar, Head of Customer Excellence, presented the findings, highlighting that communication and timeliness remain significant themes in complaints. While complaint volumes have increased across service areas, particularly a 131% rise in Children and Families over four years, the council is demonstrating a growing maturity in how it uses complaint information, with improved oversight and reporting.

Key concerns raised by councillors included the impact of the new Local Government and Social Care Ombudsman Complaint Handling Code, which has reduced the response time for corporate complaints from 20 to 10 working days. Emily Dorbar explained that a new case management system has been implemented to help manage this, and that while the reduction in timescales affects corporate complaints, statutory processes remain unchanged.

Councillor Kim Stell-Lakin noted that sometimes a timely response is not sufficient if it's not what the parent or guardian wants to hear, highlighting the emotional aspect of complaints, particularly in children's services. Councillor Andrew Clissett raised concerns about the increasing complexity of complaints due to the use of AI, and how this impacts response times. The committee was assured that the council is adapting its triage process to manage AI-generated complaints.

Councillor Ian Cooper questioned the breakdown of the 24% of complaints not related to staff conduct, service quality, or service failure, and was informed these could include unexpected closures, charging issues, or challenges to online communications. Councillor Philip White (Leader of the Opposition) raised the importance of a risk-based approach to complaints and was informed about a new learning module within the case management system to track and report on learnings and changes. Councillor Bob Egginton requested a breakdown of complaints related to waste and sustainability, which was agreed to be provided.

The committee considered the content of the customer feedback and complaints report and agreed to add more detail in next year's report regarding the types and breakdown of complaints, including specific information for waste and sustainability.

Progress on Digital Innovation and Future Direction

Councillor Sean Bagguley, Cabinet Member for Finance and Resources, introduced the report on digital innovation, highlighting that Staffordshire is already undertaking significant digital work and is ahead of the curve in many areas compared to other local authorities. He noted that while other councils have achieved significant savings through digital innovation, this often requires multi-million-pound investment over several years.

Examples of successful digital initiatives included a pilot for translation and interpretation services using AI, the Magic Notes system which uses AI to reduce the time spent on manual note-taking in health and care and children and families directorates, and the automation of personal budget letters through Robotic Process Automation (RPA).

A Senior Leadership Conference was held on 22 July 2026 to engage leaders in thinking about the art of the possible with digital innovation. Key themes emerging from the conference included the need for improved digital skills, creating a digital-first culture, exploring AI and agents, realising benefits and efficiencies, and raising the digital profile. Challenges identified included a need for more visible leadership, competing council priorities (including Local Government Reorganisation - LGR), gaps in digital literacy, and variable risk appetite for trying new technologies.

Councillor Craig Humphreyson raised concerns about the digital first approach potentially becoming digital only, leaving some residents, particularly older and vulnerable people, struggling to access services. He questioned the safeguards in place to ensure residents can still speak to a person. Councillor Alex Farrell (Deputy Leader of the Opposition and Shadow Portfolio Holder for Local Government Reorganisation and Devolution) echoed these concerns, citing difficulties residents had contacting the council during recent flooding. Both councillors also raised concerns about the use of AI in generating emails and questions, and the potential for data leaks if confidential information is shared with AI platforms.

Michelle McGinty, Assistant Director for Strategy and Transformation, assured the committee that the council's approach is digital first, not digital only, and that digital inclusion is a key pillar of the strategy. She detailed the governance processes and AI framework in place to manage risks and ensure data security. Councillor Philip White added that a human check is always necessary for AI-generated content.

Councillor White also inquired about potential legal or regulatory barriers to using AI in statutory services, and it was noted that this is an area that requires further investigation, particularly concerning freedom of information requests. Councillor Ian Cooper highlighted the revolutionary impact of AI and the need for the council to embrace it, suggesting the formation of a special committee or task force to assess the impact of LGR and investment decisions in light of recent government announcements. Councillor Bagguley agreed that the pause in LGR would allow the transformation team to focus more on digital innovation.

The committee acknowledged the progress made through the digital innovation programme and supported the direction of travel towards a digital-first approach. A recommendation was added for future reports to consider any regulatory or legal barriers to the adoption of AI within councils.

Overview and Scrutiny Work Programmes Update

The committee received an update on the scrutiny activity across the council's four overview and scrutiny committees. Councillor Thomas Baker, Chair of the Corporate Overview and Scrutiny Committee, outlined planned items for his committee, including the Medium Term Financial Strategy (MTFS) working group and an update on the ERP system. Councillor Antonia Orlandi-Fantini provided an update for the Economy, Infrastructure and Communities Committee, highlighting planned scrutiny of infrastructure, highways, economic strategy, adult learning, sustainability, and digital connectivity. Councillor Orlandi-Fantini also mentioned a site visit to Balfour Beatty Vinci and a working group on declining town centres and regeneration.

Councillor Orlandi-Fantini also provided an update for the Health and Care Committee, noting a postponed visit to the West Midlands Ambulance Service and a meeting pushed back to November/December due to information delays from the ICB. Planned scrutiny items include the winter plan, maternity services, freestanding midwifery birthing units, NHS elective care, and NHS cancer services.

Councillor Ian Cooper raised concerns about the need for more defined information on the financial implications and democratic impact of the pause in Local Government Reorganisation (LGR), and how the council can interface with external bodies like Trading Standards and HMRC to improve community quality of life. Councillor Bob Egginton enquired about a review of public rights of way in planning.

The committee noted the work programme update report and agreed the work programmes for the council's overview and scrutiny committees. Councillor White proposed an additional recommendation for the next report to consider any regulatory or legal barriers to the adoption of AI within councils.