The Operations Review Committee was scheduled to discuss the council's financial monitoring, progress against the leisure services contract, and the handling of complaints. The committee was also expected to review the forward planning programme and committee work programme to identify possible issues for scrutiny.

Complaint Handling Review

The Operations Review Committee was scheduled to receive an update on the council's complaint handling, and to review the annual review letter from the Local Government and Social Care Ombudsman (LGSCO).

The report pack included data on complaints received between 1 April 2024 and 31 March 2025. During this period, Hertsmere Borough Council operated a three-stage complaints process. At stage one, council staff would try to deal with the complaint informally within 10 working days. If the complainant remained dissatisfied, they could submit a formal stage two complaint, with a 15-day target response time. Beyond that, stage three complaints would be referred to a council director, who decides whether to investigate. The target time for a response was up to 30 days.

The report stated that the number of complaints at all levels had increased compared to previous years, but that evidence from the LGSCO suggested this increase was nationwide.

The report also noted that Street Scene Services continued to receive the highest number of complaints out of all service areas, with waste services accounting for 285 of the 565 complaints received in 2024/25. The most common reason for complaint was failure to provide a service.

The report stated that of the 471 stage one complaints resolved in 2024/25, the overwhelming majority (413, or 88%) were remedied with an explanation, suggesting that the majority of cases arise from a misunderstanding or miscommunication rather than a genuine failure of service.

The report pack also included a summary of cases involving Hertsmere Borough Council considered by the LGSCO from 1 April 2024 to 31 March 2025. During this period, the LGSCO initially accepted 11 cases but closed 9 after initial enquiries. Of the two that were investigated, neither was upheld.

Financial Monitoring

The Operations Review Committee was scheduled to consider the quarterly financial monitoring report for quarter one of 2025/26. The report included summaries of revenue expenditure, capital expenditure and treasury management as at 30 June 2025.

The report noted a quarter one favourable revenue variance of £529,000, with a projected year-end favourable variance of £1,084,000. However, it also noted a reduction of income (£125,000) for this quarter from Elstree Film Studios due to works continuing on stages previously out of use due to asbestos¹, though works were expected to be completed soon and a rent review would be undertaken. The report stated that as at 30 June 2025, the revised capital budget for 2025/26 was £21,339,000. Quarter 1 expenditure against the capital programme was £1,279,000 with a total forecast spend of £8,664,000, resulting in a budget variance of £12,674,000.

As at 30 June 2025, the investment income budget had a Q1 favourable variance of £462,000, projected to rise to £1,591,000 by year-end.

As at 30 June 2025, the total overdue debts (i.e. debts that are older than 60 days) amounted to £14,076,000 with the potential impact to the council of £4,493,000.

Leisure Services Contract

The Operations Review Committee was scheduled to receive a progress update on the leisure services contract with InspireAll.

Forward Planning Programme and Committee Work Programme

The Operations Review Committee was scheduled to consider the forward planning programme and committee work programme. The committee was asked to identify possible issues for scrutiny, and to consider the requirements for officer and/or portfolio holder attendance.

The report pack included a forward planning programme covering September to December 2025, and a committee work programme for 2025-26. A new forward planning programme, covering October 2025 to January 2026, was scheduled to be published shortly after the agenda and before this meeting.