The Services Scrutiny Committee met to discuss the council's complaints procedure, missed bin collections, and the Equality Plan and Duty Review. The committee acknowledged the report and findings of the Local Government & Social Care Ombudsman, and also noted reports on the Equality Plan and Duty Review 2024/25, and Council Plan Targets Performance Update. An update on the Local Plan was also received.

Local Government & Social Care Ombudsman Annual Review

The committee acknowledged the report and findings of the Local Government & Social Care Ombudsman (LG&SCO). The report reviewed the Annual Review letter from the LG&SCO, which contained information on the number of complaints and enquiries referred to the Ombudsman and the outcomes of those complaints.

The report noted that the council received nine complaints and enquiries in total, with the following outcomes:

• Four complaints closed after initial enquiries
• Two complaints referred back for local resolution
• One complaint resulted in advice being given
• One complaint was not investigated
• One complaint was ongoing

The report highlighted that the council's performance compared favourably to previous years. It also detailed measures to ensure a customer friendly and robust Compliments, Comments and Complaints process . These include face-to-face training for individual departments, quality assurance documentation, and training delivered by the LG&SCO.

The LG&SCO's annual review letter ¹ stated that the statistics offer valuable insight about the council's approach to complaints. It also mentioned the Complaint Handling Code, which the Ombudsman will be applying to casework from April 2026.

Missed Wheelie Bin Collections

The committee received an overview of how missed wheelie bin collections are recorded and processed. Darren Mitchell, Streetscene & Waste Services Manager, presented a briefing note on the topic.

North East Derbyshire District Council is responsible for organising weekly waste collections from 49,520 households. The council operates an alternating bin collection programme, with domestic waste (black bins) collected one week and recyclable waste (green and burgundy bins) collected the following week. According to the Missed Collection Brieifng Note, the service empties an average of 74,280 bins per week, totalling 3,614,960 bins per year.

The council uses a vehicle tracking system to record missed bins. Collection crews report bins not collected due to reasons such as contamination, bins not being presented, or excessive side waste². This data is used to prevent customers from submitting missed bin reports via self-service if an infringement has already been recorded.

The briefing note included statistics on missed collections. For the period April to July 2025, there were 941 missed black bin collections, 523 missed green bin collections, and 893 missed burgundy bin collections. The annual number of missed collections for 2024/25 represented 0.08% of total collections.

The council is considering investing in cab technology to provide live data on the progress of refuse collection routes. This system would allow teams to sign off work in real time, report issues, and upload photographs of service issues. Live data would feed directly into Customer Services, enabling efficient communication with residents. A business case is being formulated to assess the cost implications and potential savings of implementing a fully digitised system.

The report noted that with the introduction of Simpler Recycling³ and the requirement for weekly food waste collections, the number of waste collections will increase, raising the risk of further missed collection reports.

Equality Plan and Duty Review 2024/25

The committee received the Equality Plan and Duty Review 2024/25. The report provided examples of how the council is meeting its obligations under the three core strands of the Equality Act 2010: eliminating discrimination, advancing equality of opportunity, and fostering good relations.

Key highlights from the report include:

• Regular equalities and diversity training for all council employees.
• Support for victims of hate crime through an online self-service reporting portal.
• Reasonable adjustments available for communication formats.
• Accessibility improvements, such as Changing Places facilities at Clay Cross Active [https://www.google.com/maps/search/Clay+Cross+Active+North+East+Derbyshire+District+Council/], and a highly rated website for accessibility.
• A British Sign Language (BSL) engagement event held in May 2025.
• Promotion of diversity days, including International Women's Day and Pride.

The report also detailed progress against the council's Equality Plan 2023-2027 objectives:

• Improving Customer and Resident Insight: The Residents' Survey was successfully delivered with 3,269 responses, showing improved representation across age, ethnicity, and disability.
• Leadership and Organisational Commitment: Bespoke equality training sessions were delivered to managers and councillors, and a new Equalities Impact Assessment (EIA) form was embedded in council reports.
• Diverse and Engaged Workforce: Workforce data collection is actively sought from job applicants and new starters, and HR policy reviews now include equalities considerations.
• British Sign Language (BSL) Charter Commitments: A BSL engagement event took place in May 2025, and the council is exploring how best to seek insights from the deaf community for the Residents Survey in November 2025.

Council Plan Targets Performance Update

The committee received a report on the Council Plan Targets Performance Update for the period April to June 2025. The report detailed progress on the strategies underpinning the council plan objective A great place to access good public services .

Notable achievements included improving data tools like MyMaps GIS, refining communications to boost engagement, and identifying internal efficiencies through an ICT major systems review. Public consultations informed service improvements, while governance and cyber security were strengthened through early publishing of annual accounts and changes to the council's constitution. Workforce development progressed via the Leadership Academy and leisure training.

According to the Q1 Council Plan Progress Report, all targeted metrics were within or above target except for internal reviews for complaints, which fell short at 75% (target 85%). Three reviews took longer than standard due to their complexity.

Local Plan Update

The committee received an update on the Local Plan. The Local Plan sets out the council’s planning policies and proposals for the development and use of land in the district.