Venue: Council Chamber, Third Floor, Southwater One, Telford, TF3 4JG
Contact: Jayne Clarke / Paige Starkey 01952 383205 / 380110
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Declarations of Interest Additional documents: Minutes: None. |
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Minutes of the Previous Meeting Additional documents: Minutes: RESOLVED that the minutes of the previous meeting held on 17 July 2025 be confirmed as a correct record and signed by the Chair.
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Leader's Announcements To receive a verbal update from the Leader of the Council. Additional documents: Minutes: (i) Redefined Bus Service
Councillor Overton encouraged people to hop onto one of the Council’s new red buses and, at a cost of £2 was pleased to confirm this was one of the cheapest fares in the Country compared to other bus services provided elsewhere.
(ii) Councillor Lee Carter
Councillor Overton announced that the Leader of the Council, Councillor Lee Carter had been unable to attend this meeting of the Cabinet due to meetings being held in Telford, with two secretaries of state, where an announcement was expected in respect of government investment within the borough.
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Customer Strategy - 2025-2030 To receive the Customer Strategy for 2025 – 2030. Additional documents: Minutes: Councillor Z Hannington, the Cabinet Member: Finance, Governance and Customer Services presented for approval by Cabinet, the new Customer Strategy 2025 to 2030, which built on the success of the 2021 to 2025 strategy, which culminated in Telford and Wrekin Council becoming the first local authority in the UK to receive the Institute of Customer Services’ ServiceMark accreditation in April 2025, that recognised excellence in customer service.
It was reported that the new strategy set out a bold and inclusive vision for the next five years, which reaffirmed the Council’s commitment to putting residents at the heart of everything it did and getting the basics right while embracing the transformative potential of emerging technologies such as artificial intelligence (AI) in meeting the diverse needs of all of the borough’s residents.
The strategy also outlined how the Council would continue to deliver excellent, accessible, and responsive customer services across digital, telephony, and face-to-face channels to ensure that all residents were able to access Council Services. The Strategy also expanded the Council’s customer focus to include local businesses, tourists, and users of commercial services, which recognised their vital role in the Borough’s vibrancy and resilience.
Councillor Hannington said that the Administration took great pride in this achievement, which reflected a shared dedication to innovation, continuous improvement and genuine care for the borough’s community. She added that the progress made was testament to the hard work and forward-thinking spirit of everyone involved, which set a strong foundation for the future.
Councillor Hannington set out some of the accomplishments from the previous strategy, which included:
Councillor Hannington said that the new Strategy was focussed on enhancing access to Council services for all residents and actively responding to customer feedback. She said that this commitment to continual improvement and adaptability was vital in this ever-changing world.
Councillor Hannington said the Strategy emphasised making services accessible to everyone and delivering these across multi-channels, listening closely to customer feedback, supporting workforce development and building strong partnerships. She said that these priorities helped guarantee that services were not only excellent but also inclusive and adaptable to the needs of all residents. She said that, above all, the strategy was anchored in ensuring communications and service delivery through a variety of channels and residents were being offered a variety of ways to connect from traditional phone lines and face-to-face ... view the full minutes text for item CAB-20 |
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Results of the Residents Survey 2024/25 To receive the results of the Residents Survey 2024/25. Additional documents: Minutes: Councillor P Davis, Cabinet Member for Communities and Civic Pride, provided Cabinet with an update on the results of the Residents Survey that was carried out, in-house, between 15 November 2024 and 31 January 2025, which shared the feedback from services in response to the findings, set out the Council’s next steps and put forward recommendations for conducting future Residents Surveys.
It was reported that this Residents Survey had been conducted to gather residents’ views on the borough as a place to live and made this an opportunity to refresh the Council’s data and help shape future policy and service provision. It was noted that this also reflected the Council’s cooperative values and commitment to shaping services through continuous engagement with residents.
Councillor Davis said that this survey had been one of over 100 surveys, which had been undertaken over the past two years. He said that, as a co-operative Council, it did not listen every few years but had ongoing dialogue with its residents. He added that the previous survey, carried out in 2020, had included the printing and posting to every household in the borough, which had attracted response levels of less than 7% and that feedback did not appear as representative of Telford’s communities as it might have been. Councillor Davis said that, as a result, and to refine the Council’s approach to ensure the views of the broad and diverse range of residents, a random sample of 300 households per ward across the borough (9,600 addresses in total) had been invited to take part. He said that 1,384 responses (14.4%) had been received, which had been in line with LGA expectations. He added that, alongside this, a dedicated Young Persons Survey, which attracted 103 responses, had provided a valuable insight into the views of 11- to 18-year-olds across the borough.
Councillor Davis said that the covering report set out a summary of the main findings, which focussed on keeping residents informed, satisfaction with the Council services and the area as a place to live. He said it should be noted that the latest local survey had provided overwhelmingly positive feedback on services in every area where comparable LGA benchmarking was available, in every case outperforming the averages.
Councillor Davis said that when thinking about Council services, two-thirds of respondents (66%) said they were satisfied with the way the Council ran its business, which compared very favourably with the LGA figure of 56%. Councillor Davis said satisfaction levels were particularly high in respect of recycling and waste (c.88%) (well above the LGA average), and whilst satisfaction levels with highways was only 46%, this was still much stronger than the LGA benchmark of 30%. On communications, he said that 77% of residents felt well informed of the services and benefits the Council provided (nationally, this figure was 47%). He said that this information told the Council that its efforts to keep people updated whether through print, online or community channels were being recognised.
Councillor Davis said that when ... view the full minutes text for item CAB-21 |