The Communities and Place Overview and Scrutiny Committee of Northumberland County Council met on Monday 26 October 2026 to discuss the North East Transport Plan and the Corporate Feedback Annual Complaints Report 2025/26. The committee also considered its work programme for the 2026/27 council year.

North East Transport Plan

The committee received an update on the North East Transport Plan, which sets out the region's transport priorities until 2040. The plan aims to create a greener, safer, and more integrated transport network. Key areas of discussion included ongoing investment in bus services, with an update on the Bus Service Improvement Plan and the Bus Franchise Scheme Assessment. Members also heard about developments in rail reform and the North East Rail Vision, with a focus on increasing capacity on the Northumberland Line and potential extensions. A significant priority highlighted was the development of an action plan to improve the safety of women and girls on the transport network.

Councillor Richard Wearmouth, Deputy Leader, welcomed the positive working relationship with the North East Mayoral Strategic Authority (NEMSA) and raised several points specific to Northumberland. These included the importance of improvements at A19 junctions, continued advocacy for the dualling of the A1, and calls for further safety and junction improvements along the A69. He noted the success of the Northumberland Line, exceeding passenger forecasts, but expressed concern over reduced LNER stopping services at Morpeth and Berwick. Support was given to simpler ticketing arrangements and increased parking at rail stations. Councillor Wearmouth also reiterated the council's ambition to extend the Northumberland Line to Newbiggin-by-the-Sea.

Officers clarified that a £100 million discrepancy in the Bus Franchise Scheme Assessment was due to human error and had been corrected. They also confirmed that park and ride facilities remain a priority and that bus and rail integration is ongoing. Investment in measures to reduce transport emissions, including electric vehicle charging, was also discussed. An evaluation of the Northumberland Line, including a one-year post-opening review, is scheduled for summer 2027. Concerns were raised about the Bellingham to Kielder bus service and the inability of cyclists to transport bikes on certain services, with officers noting that bus franchising could offer future opportunities to specify vehicle requirements. The committee resolved to note the contents of the report and the presentation.

Corporate Feedback Annual Complaints Report 2025/26

Councillor Nicholas Oliver, Cabinet Member for Finance and Value for Money, introduced the Annual Corporate Feedback Report, which covers a broader range of customer contact than formal complaints alone, including inquiries, service requests, and compliments. During the reporting period, over 8,000 inquiries were received, with approximately 1,700 formal complaints. The report highlighted that the council takes feedback seriously and uses it for service improvement.

The Corporate Complaints Manager noted that while response times for Stage 2 complaints remain an area of focus, performance is in line with regional and national benchmarks. The report indicated that complaints are becoming more complex, and the Corporate Feedback Team has strengthened its triage arrangements and is working closely with investigating officers. Plans are in place to introduce a dedicated SharePoint resource for guidance and training materials. The committee was informed that the Corporate Feedback Team actively identifies complaint trends and supports services in addressing emerging issues.

In response to questions, officers confirmed that the Members' Enquiry System had been reviewed and recommendations were being implemented. They also explained that while FixMyStreet is a common route for service requests, the Corporate Feedback Team also receives direct requests. Complaints received by telephone are also referred to the Corporate Feedback Team. The report noted that the Members' Enquiry process provides improved oversight and data collection, and there is strong resistance to returning to previous arrangements that led to individual officers being contacted by multiple members. The Corporate Feedback Team produces reports for Heads of Service to highlight learning points from complaints, with action plans largely driven by individual service areas. Responsibility for training operational staff lies with individual services, though the Corporate Feedback Team can assist by identifying themes. Complaints are viewed as a valuable source of customer feedback, even if not upheld. The impact of the new Ombudsman Complaint Code is expected to be reflected in future performance data. The development of a comprehensive SharePoint resource is anticipated to be fully implemented by March 2027. Support is available for staff involved in complaints, with line managers retaining responsibility for individual employees. The Corporate Feedback Team reviews complaints from the complainant's perspective and challenges draft responses. Information Governance manages Freedom of Information requests, while the Corporate Feedback Team assists with Subject Access Requests for Children's Services.

The committee resolved to note the Corporate Feedback Annual Complaints Report 2025/26, the assurance provided by complaint performance and Ombudsman outcomes, and the improvement priorities for 2026/27, including Stage 2 timelines and scoping, data quality, action tracking, and the implementation of the LGSCO Complaint Handling Code.

Communities and Place Overview and Scrutiny Committee Work Programme

The committee considered its work programme for the 2026/27 council year. A report regarding Community Partnerships was added to the agenda for the meeting scheduled for 30 November 2026, with updates on this topic intended to form an ongoing reporting cycle. A suggestion was made to include a future item on the implementation of recommendations arising from the BEST review of Highway Services. The committee resolved to note the work programme.

Additionally, the committee resolved that the minutes of the meeting held on 28 September 2026 be confirmed as a true record and signed by the Chair. The committee also resolved to note the schedule of decisions made by Cabinet and the Forward Plan of key items.