The Finance and Corporate Services Overview and Scrutiny Committee met to discuss the customer experience six-month update, the People Strategy update, and receive a Cabinet Member update. Key decisions included the agreement to establish a task and finish group to review the Procurement Act 2023 and the noting of progress on the Customer Experience Strategy and the People Strategy.

Customer Experience Six-Month Update

The committee received an update on the Customer Experience Strategy, noting significant improvements in customer satisfaction scores across all measured areas. The strategy, launched in April 2024, has seen 20 of its 36 initial actions delivered, with the remaining 16 integrated into business-as-usual operations. The Customer Experience Survey 2025, which received 544 responses, indicated a marked positive shift compared to the previous year. The Bexley Contact Centre also improved its standing in national benchmarking, moving to sixth place for call answering performance, despite operating with fewer full-time equivalent staff than many peer authorities.

Discussions also covered the Complaints and Freedom of Information Team's transition to the Customer Service and Business Support department, leading to streamlined operations and the integration of Member enquiries. A digitally automated system for logging complaints and FOIs has been implemented, and the council's complaints webpage has been enhanced. Formal complaints have seen a consistent decline over the past three years, with a 27% reduction in Stage 1 complaints from 2022/23 to 2023/24. The committee was informed about the ongoing Customer Transformation Programme, which aims to build on the existing strategy by implementing a customer relationship management system, improving expectation management, and utilising customer insight to deliver a target operating model. This model includes a tiered approach to customer contact, from proactive communications and digital self-service to a central contact centre for more complex queries.

People Strategy Update

The committee received an update on the implementation of the Council's People Strategy 2024–2028, which focuses on attracting, developing, and retaining a high-quality, diverse workforce. The strategy is guided by six priorities, with progress highlighted in areas such as recruitment, staff recognition, mental health and wellbeing, creating a fair and inclusive environment, developing leaders, and improving communication.

Key achievements include the implementation of a new Recruitment and HR Hub, the reintroduction of Stars Awards and Long Service Awards, and the delivery of Mental Health First Aid training to 41 staff. The council has also achieved White Ribbon Accreditation and updated its Workforce Race Equality Scheme action plan for social workers. A Disability Toolkit has been developed, and the council is applying for Level 3 Disability Confident Leaders Accreditation. The Bexley Leadership Academy is set to launch in January 2026, with approximately 300 managers expected to participate over three years. The latest staff survey, Your Voice Our Future, achieved a 60% participation rate, a significant improvement from 2023. The committee noted that the feedback from this survey will inform the review of the council's approach to equalities, diversity, and inclusion.

Cabinet Member Update

Councillor David Leaf, Cabinet Member for Resources, provided an update on several key areas. He noted that the 2025/26 Household Support Fund is being deployed and that a new Crisis and Resilience Fund will replace it from 2026/27, though details are still awaited. The council is actively engaged in the Fair Funding Review consultation, acknowledging the complexity of the modelling involved. Councillor Leaf also mentioned that work is underway on the council's budget and Medium-Term Financial Strategy (MTFS), with an updated MTFS to be presented in the autumn. He also referenced the centenary of Margaret Thatcher's birth, reflecting on her impact and connection to Bexley.

Councillor Stefano Borella, Leader of the Labour Group, responded by highlighting that current inflation and interest rates are lower than during Liz Truss's premiership and expressed his intention to continue attending scrutiny meetings. Councillor Leaf confirmed his open-door policy for discussions.

Work Programme

The committee agreed to re-establish the sub-group examining local authority funding and resourcing challenges, which had been paused due to data transfer issues. A significant decision was made to establish a task and finish group to review the Procurement Act 2023 and how the council will integrate this new legislation into its operational processes. This group will comprise three Conservative members and one Labour member. The committee also reviewed the Forward Plan of key decisions and the Bexley Status Report for Quarter 1 (April–June 2025), identifying no immediate need for further scrutiny beyond the existing work programme.