Issue - meetings

To receive a recommendation by the Audit Committee that the PDG considers the internal auditors recommendation that a Customer Engagement Champion is introduced by the Council.

The minute of the last Audit Committee explains:

“The audit in relation to ‘Community Engagement’ had identified that there were further opportunities to increase customer engagement through a ‘Champion’ and that there should be greater use of ‘plain English’ in all consultation exercises. The Committee expressed concerns that often those that ‘shouted loudest’ were listened to most whilst their opinions may not be truly reflective of the wider population. The Committee felt that all consultation exercises should be truly reflective of the whole district where possible rather than just reflecting what a small minority thought. It was explained that engaging with those that did not want to come forward with a view was a difficult exercise and significant time and effort would be needed to consider how this could be achieved. However, it was felt that, wherever possible every effort should be made to engage across the wider community as Members had a duty to represent a broad section of the community and not get distracted by a minority view. Whilst it was recognised that instigating a ‘Champion’ to increase customer engagement would take a great deal of resource, the Audit Committee AGREED that officers should be encouraged to implement this in relevant service areas. The Audit Committee also felt that its wishes should be conveyed to the relevant Policy Development Group and that they should be asked to consider this in relation to their own remit with the aim of ensuring that future consultations be focused on risk / service improvement opportunity and be geographically representative.”

The Group received a RECOMMENDATION from the Audit Committee that the PDG considered the internal auditor’s recommendation that a Customer Engagement Champion was introduced by the Council.

The Chairman of the Audit Committee addressed the Group and explained that the overall remit of the Committee was risk which was not always about money but included health and safety and the Council’s reputation. He explained that internal audit had highlighted that the engagement process could be improved and that the Engagement Champions did not have to be officers but could be Members.

Members felt that the idea was good and a discussion took place about who would be best served to act as a Customer Engagement Champion. Members felt that the Leader, the Cabinet Member for Community Wellbeing and the Chairman of the Audit Committee would be best placed to make that decision.

The Group therefore endorsed the recommendation and AGREED that the Leader should consult with the Chairman of the Audit Committee and the Cabinet Member for Community Well-Being to agree a way forward.

To receive a report from the Deputy Head of the Devon Audit Partnership monitoring the progress and performance of Internal Audit.

The Committee had before it, and NOTED, a report * from the Head of the Audit Partnership reviewing the progress and performance of Internal Audit.

It was highlighted that overall, based on the work performed during the 2019/20 financial year so far it was the opinion of the Head of Internal Audit that the adequacy and effectiveness of the authority’s internal control framework continued to be one of “Substantial Assurance”. It was confirmed that the work programme for the year had started, albeit slowly due to annual leave but that a great deal of work was scheduled for the remainder of the year.

A brief summary was provided in relation to the reviews that had been undertaken since the last meeting with reference to:

·         Private Sector Housing – whilst the overall audit opinion was one of a ‘Good Standard’ further system development was required to improve efficiency and strengthen the assurance of the control framework with regard to the use of the ‘Better Care Fund’ and ‘Houses in Multiple Occupation’.

·         In relation to the ‘Housing Health and Safety’ and ‘Service Transition’ audits some improvements had been identified and necessary action plans agreed.

Discussion took place regarding:

·         The audit in relation to ‘Community Engagement’ had identified that there were further opportunities to increase customer engagement through a ‘Champion’ and that there should be greater use of ‘plain English’ in all consultation exercises. The Committee expressed concerns that often those that ‘shouted loudest’ were listened to most whilst their opinions may not be truly reflective of the wider population. The Committee felt that all consultation exercises should be truly reflective of the whole district where possible rather than just reflecting what a small minority thought. It was explained that engaging with those that did not want to come forward with a view was a difficult exercise and significant time and effort would be needed to consider how this could be achieved. However, it was felt that, wherever possible, every effort should be made to engage across the wider community as Members had a duty to represent a broad section of the community and not get distracted by a minority view. Whilst it was recognised that instigating a ‘Champion’ to increase customer engagement would take a great deal of resource, the Audit Committee AGREED that officers should be encouraged to implement this in relevant service areas. The Audit Committee also felt that its wishes should be conveyed to the relevant Policy Development Group and that they should be asked to consider this in relation to their own remit with the aim of ensuring that future consultations be focused on risk / service improvement opportunity and be geographically representative.

·         Officers working in the areas of ‘Housing Lettings’ and ‘Asset Management’ were congratulated for their ‘High Standard’ audit opinions.

·         The number of recommendations made in some areas whilst still receiving the same overall audit opinion seemed disproportionate in some audits. The Audit Manager accepted this view and said he would reflect upon it.

·         The  ...  view the full minutes text for item 30