The Chair, Councillor P Williams, welcomed Area Forum members and 18 members of the public to the meeting in Oxton.

Minutes and Matters arising from the October Forum:

The Area Co-ordinator drew attention to Appendix 1 of matters arising from the October 2009 meeting relating to the topics:-

Euston Grove: Building Control Officers have contacted the owner’s agent regarding the wall and have been advised that details of the costs of repairs are awaited from the surveyor/contractor.  Advice on the anticipated start date on site to carry out the repairs to the wall will be advised as soon as the costs have been received.

Streetscene’s Call Monitoring Procedures: The Contact Centre Team Leader had advised that contact centre advisors initially take the customer’s details – name, address and phone number – and log the request for service on to the Customer Relationship Management system (CRM).  At the end of the call, a CRM reference number is given, and the customer is given an expectation as to what will happen next, including timescales.

If the customer calls about an existing enquiry, the advisor will interrogate CRM to see if there are any progress notes.  The advisor can also arrange call backs and can also log emails received from members of the public and third parties such as Neighbourhood Wardens, on to CRM.

The Chair explained that one of the areas of concern was that people get through to Streetscene and they are put on hold whilst the advisor contacts another Department.  

Mark Smith, Streetscene Manager: replied that a rigorous approach is taken to dealing with calls through the calls centre.  The operators should be dealing with the issue at source, and not refer to colleagues in other Council Departments.  Set scripts are issued to ensure a consistent approach is taken to dealing with standard queries.  When an unusual query is received, the operator would take the details and speak to the service manager in the back office. 

A member of the public pointed out that a reference is not always given at the end of the call, and it is necessary to ask for one.  In his experience, there is a delay, the call appears to be disconnected, before it is reconnected and the reference number is given.

Mark Smith replied that all enquiries should have a reference number.  He asked for practical examples where the correct procedures are not being followed and they will be investigated.

Councillor Doyle had contacted Streetscene earlier in the day on behalf of a colleague who had a problem with their bin.  He was given a reference number as a matter of course, and told the enquiry would be logged.

Appendix 1 included an update on spending on You Decide 09/10

The sum of £10,037 has been allocated for Youth Activities and young people are being identified to participate in the activities.

Andy Wild’s post as Community Sports Officer, was funded in 2008/09.  The report shows his success in the area and should be applauded.

The Area Co-ordinator apologised for the delay in issuing the Area Forum Streetscene Update – January 2010, copies of which  ...  view the full minutes text for item 2.

Partner Updates were incorporated into Section Two of the Area Co-ordinator’s Report.

Brian Griffiths drew attention to a ‘Face the Public’ meeting on 10 February at West Kirby Civic Centre, when senior officials from the Police, Local Authority and Primary Care Trust will be available to any questions that members of the public may have.

Ø  Wednesday 23 June 2010 venue to be confirmed

Wednesday, 23 June 2010 at a venue to be advised.

The Chair thanked everyone for their attendance and contribution and closed the meeting of the Area Forum at 8.35 pm.