Agenda item

The Chairman invited Councillor J Moriarty to address the Committee under Standing Order 34. 

Councillor Moriarty stated that the Resources and Performance Panel had considered this issue however the Regeneration, Environment and Community Panel had not looked at the community aspect.  He added that an initial presentation had been given to the R&P Panel to note.  The presentation established that there was no idea of what savings would be made. 

Councillor Moriarty made reference to the comments from Councillor Devereux at the R & P meeting held on 27 October regarding consultation arrangements and the response being that if customers were asked about the proposed changes the majority would answer that they preferred to see the service remain as it was currently.  He added that as he read the report, the proposed changes would come into effect in 2016 therefore there was not going to be any consultation.

Councillor Moriarty also referred to the Equality Impact Assessment (EIA) which had accompanied the Cabinet Report.  Within the EIA it stated that consultation had taken place with members of Extended Management Team, Corporate Equalities Group and the Resources and Performance Panel.  Each group considered the change a positive one overall.  However, he considered that the Council was not consulting on the important element which was the impact on the community.

He asked whether the implementation of the decision could be deferred until the amount of savings was known.

In responding to the points raised by Councillor Moriarty, the Leader stated that channel shift would provide a better and more effective service to the customer.

Councillor Moriarty stated that his point related to the fact that there was no way of measuring the changes.  In addition, there had not been any consultation carried out but the report alluded to the fact that the changes would come into force in April 2016.  He added that his concern was that the Council had not taken the opportunity to talk to people about the changes.

The Chairman stated that he had voted against this item at the Resources & Performance Panel meeting.  His concerns related to the reduced opening hours of the Downham Market and Hunstanton satellite offices.  He considered that there would be a gap for certain vulnerable people not being able to go and speak to someone.  He understood that a telephone would be provided at the Downham Market Office but not at Hunstanton.

He agreed with the report that this needed to be the way forward but still had concerns that this could affect some vulnerable people.

The Leader acknowledged the concerns raised by the Chairman, but from past statistics it could be demonstrated where the past use was.  He added that by the use of technology this would help to make sure that people had access to services at all times.   He explained that he knew how important these things were but facilities would be in place to improve services for everyone. 

Councillor Mrs Mellish stated that it was a difficult decision but the Council had to make savings and efficiencies.  She referred to the Police Station in Downham Market, which she lived opposite, where she saw people going in and out of the car park all day long.  The opening hours had now been reduced to 10am – 3pm on the grounds of a reduction in footfall, however she could not see that there had not been any reduction in footfall.

The Leader explained that the report was not saying that there had been a reduction in footfall but the staff knew for example the numbers of people who visited the Downham Market Office.

The Chairman added that he considered that if an emergency telephone was provided at Hunstanton then people would still be able to contact officers.

The Leader responded that people could still contact the Council but the Council’s services would be refined and customers would be able to get answers/support more effectively.  The Council needed to be as accessible as possible and improve efficiency.

In response to a query regarding the additional recommendation put forward by the Resources & Performance Panel, the Assistant Director explained that public consultation would not take place, instead a comprehensive Communications Plan would be produced to communicate to the members of the public the changes being implemented.  In addition, consideration had been given to placing notices in the local press however the changes would mostly be communicated by signage and word of mouth from advisors.  Partner organisations would also be informed of the changes.  She explained that there would still be a presence at the Hunstanton and Downham Market offices which would suit a number of people.  In addition, most people had mobile phones and signs would be erected to tell people what numbers they needed to ring for assistance.  The Assistant Director explained that she had carried out an analysis of enquiries and she was confident that the new arrangements would satisfy not only the day to day enquiries but also any emergencies.  She added that most homeless people came to the King’s Court offices for assistance.

The Assistant Director advised that the Council would be talking with service partners.  The new arrangements would be communicated with members of the public and it would be important to manage expectations and be seen as a way to maintain services at all the offices.

In response to a comment from the Chairman regarding the telephone in Downham Market, the Assistant Director explained that the office was based in the Priory Centre which also housed the library therefore an emergency telephone could be based there.  However, the offices at Hunstanton could not be open without staff being there, which was why an emergency telephone could not be housed there.  She reemphasised the fact that most people did have mobile phones.

In response to a comment from Councillor Mrs Collingham, the Leader acknowledged that not everyone was online, however, there were facilities at King’s Court for people to use with a member of staff available to help them if required.  He added that technology gave an advantage and people could have a faster 24 hour service.

Councillor Moriarty referred to the additional recommendation made by the Resources & Performance Panel and asked whether consultation was going to take place or not.

The Assistant Director explained that it was difficult to consult once a decision had been made but with these types of services people did not like change.  If an alternative was presented then people’s fears were allayed.  She added that the proposals were trying to preserve the service.

The Chief Executive explained that it was important to be straight with people.  He added that Cabinet had made a decision and people would be aware of that.  He considered that the proposals put forward were a good alternative. He acknowledged that maybe the wording was wrong with the additional recommendation but considered that the Council was doing the right thing.  He added that the Council would be supporting people with the changes and already staff  were helping customers using an Ipad and showing them how to access services, which appeared to be working well.  He considered that it was better not to consult customers over the proposal with people saying no and then going ahead with the proposals anyway, which would not instil confidence in the Council.