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Difficult Decisions 2016/17 |
Wrexham County Borough Council |
16 Sep 2015 |
27 Oct 2015 |
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Why are we doing this?
We are consulting on the Council's plans to reshape services and meet the financial challenge, by gathering public views on budget proposals for 2016/17 and beyond.
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What we found out
More than 1,700 people took part in the consultation and gave their views about the proposals we made, as well as making some suggestions of their own.
We'd like to thank everyone who took part for their time.
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What difference has it made?
The results from the consultation were presented to Elected Members in order to shape the decisions they made about Wrexham County Borough Council's budget for 2016/17.
The 'You Said, We Did' report details what decisions have been made about each of the proposals presented for consultation.
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Arts and Creative Industries Space |
Wrexham County Borough Council |
28 Sep 2015 |
10 Oct 2015 |
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Why are we doing this?
Oriel Wrecsam is the premier venue for Contemporary Arts in North East Wales and the home of Creative Wrexham. Some years ago, it was identified that Oriel Wrecsam had outgrown its established home and that new premises were needed in order to ensure that the emerging arts scene in the town centre could be supported. In 2014, following extensive work and research and an options appraisal,the elected Members of Wrexham Council agreed that the preferred location for the new Arts and Creative Industries Space would be the current People's Market. Following this decision, Oriel Wrecsam relocated to temporary accommodation on Chester Street at no 11. The gallery also took over the lease to 12 Chester Street for workspace. In 2015, the Arts Council of Wales agreed to fund both an architectural practice to provide detailed design for the People's Market for the Arts and Creative Industries Space. At the same time, and to work in partnership with the architectural practice, business planning for Oriel Wrecsam was commissioned in order to ensure that the new space can be sustainable.
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What we found out See results document below |
What difference has it made?
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Wrexham Partners Equality Objectives 2016-2020 |
Wrexham County Borough Council |
01 Sep 2015 |
09 Oct 2015 |
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Why are we doing this?
Equality is about creating a fairer society where diversity is valued and respected, where people do not face discrimination and prejudice and where everyone can pariticpate, flourish and have the opportunity to fulfill their potential. Under the Equality Act 2010 Wrexham County Borough Council and its partners, AVOW, North Wales Fire & Rescue, Coleg Cambria, Glyndwr University and North Wales Police have a Public Sector Equality Duty to: Eliminate discrimination, harassment, victimnisation and any other sonduct that it prohibited under the Act; Advance equality of opportunity between persons who share a protected characteristic and those who do not; and Foster good relations between persons who share a relevant protected characteristic and those who do not.
The purpose of this consultation exercise is part of meeting the requirement under those duties to review and refresh our Equality Objectives within the Strategic Equality Plans 2016-2020; and to engage with protected characteristics groups in doing so. Rather than each organisation conducting an individual consultation, in doing it together we aim to eliminate consultation fatigue and get a more overall Wrexham picture. |
What we found out
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What difference has it made?
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Customer Care Standards |
Wrexham County Borough Council |
09 Sep 2015 |
04 Oct 2015 |
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Why are we doing this? As part of the Council's work to make our processes and policies as
effective as possible, we are looking for resident's views and opinions to
inform on our Customer Care Standards.
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What we found out
Traditionally
standards have been about speed, either to answer the telephone or ensure that
customers are not waiting excessively for drop-in visits to have their query
resolved.
Results from
the survey have indicated that customers believe that the service we deliver
should not prioritise speed over quality of service. Our proposed standards
reflect messages such as:-
“As long as the initial letter
response states the timescale for a full response I would have no issues in
waiting 30 days. At least I would know the response would be correct and not
rushed.”
“Customer care is not just about speed
but also about quality. I would expect all responses to be courteous whether in
person or written communication and by a member of staff that has a knowledge
and understanding of the issues and the authority to take any action that may
be required. This may require the issue to be passed on to a more senior member
of staff but I would expect to be informed if this was going to result in any delay
to a resolution.”
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What difference has it made?
The new
standards reflect a growing desire to better reflect the Council’s vision to be
“an organisation that provides consistent, high quality customer services which
adds value to the customer and to the Council”.
The revised
standards have a focus on outcomes and performance as opposed to solely speed
in isolation and recognise changing customer behaviours with a greater emphasis
on digital access.
The revised
standards are proposed as realistic and considered achievable in the current
environment of budget savings. The proposed standards are seen as improving on current
good practice and increased desirability to achieve a ‘right first time’ culture
to promote a high regard and trust in the Council.
These
standards will be available for customers to view early in the new year. |
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Vexatious and/or Unreasonably Persistent Complainants Policy |
Wrexham County Borough Council |
04 Sep 2015 |
04 Oct 2015 |
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Why are we doing this?
We are updating our 'Vexatious and/or Unreasonably Persistent Complainants Policy' and would like to hear your opinions on this.
The term 'vexatious' means that someone is causing frustration or annoyance. In this case, it is to the Council by not accepting the outcome of their complaint investigation or following the correct procedures. Whilst this is only a small minority of the people we deal with, it is important to have a policy in place to deal with them so that they do not start to affect our ability to provide a service to other people.
We are also updating our 'Corporate & Statutory Complaints Policy', which we would like your feedback on as this states the complaints procedures that we follow.
The policies will be supported by leaflets and web information, which will provide an overview and summary of the complaints procedures.
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What we found out
Whilst the numbers of responses were fairly low, we appreciated people taking the time to provide their feedback, most of which was positive.
Each response was considered and, where appropriate, used to amend elements of the policy. The consultation information was included with the report which was presented to the Executive Board. On 10 November 2015, the board approved the policy and the final version of the document has been uploaded to the Council website.
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What difference has it made? The Council now has a fully update, fit for purpose policy which has been subject to a consultation with the relevant stakeholders.
The new policy can be found at www.wrexham.gov.uk/complaints |
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Corporate & Statutory Complaints Policy |
Wrexham County Borough Council |
03 Sep 2015 |
04 Oct 2015 |
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Why are we doing this?
We are updating our complaints policy following changes to the way we manage complaints in the Council. As part of this work, we would like to hear your opinions.
We are also updating our 'Vexatious and/or Unreasonably Persistent Complainants Policy', which we would like your feedback on as it is about how the Council deals with particular complainants.
Most complaints about Council services are dealt with under a nationally agreed Corporate Complaints Procedure. This is endorsed by the Public Services Ombudsman for Wales. Social Services complaints are subject to a separate, statutory procedure.
The policies will be supported by leaflets and web information, which will provide an overview and summary of the complaints procedures. |
What we found out
Whilst the numbers of responses were fairly low, we appreciated people taking the time to provide their feedback, most of which was positive.
Each response was considered and, where appropriate, used to amend elements of the policy. The consultation information was included with the report which was presented to the Executive Board. On 10 November 2015, the board approved the policy and the final version of the document has been uploaded to the Council website. |
What difference has it made?
The Council now has a fully update, fit for purpose policy which has been subject to a consultation with the relevant stakeholders.
The new policy can be found at www.wrexham.gov.uk/complaints
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Tree and Woodland Strategy Draft- Consultation |
Wrexham County Borough Council |
09 Jul 2015 |
30 Sep 2015 |
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Why are we doing this?
To engage with the public on the proposed new strategy for Wrexham County Borough's Trees and Woodlands. |
What we found out
The results of the consultation demonstrated that trees are an important part of the landscape and the environment for the people of Wrexham County Borough.
81% agreed with the Strategy’s overall aim “That we have a sustainably managed and protected and diverse tree population with sufficient canopy cover to benefit and meet the needs of all who live, work in, and visit Wrexham County Borough”.
81% thought that the Strategy’s objectives will ensure the Strategy’s aim is achieved.
94% thought that we are right to take a modern approach to tree management where the whole tree population is managed as essential infrastructure and where we focus on overall canopy cover, population structure and diversity.
53% thought that the Council should only prune trees when they are touching property or causing an obstruction.
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What difference has it made?
The new Tree & Woodland Strategy adopted in February 2016, includes an action plan to –
Increase in tree canopy cover in urban areas to 20% by 2026, using a diverse range of tree species.
- Target areas of lowest tree cover for increase in tree planting.
- Review and improve tree protection process (TPO’s).
- Integrate tree strategy goals into new Local Development Plan.
- Encourage greater community engagement in the care of trees and improve understanding of value of trees.
Policies have also been put in place to ensure that the Council manages its own trees and woodlands in accordance with best practice.
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Leisure Services Annual Customer Satisfaction Survey |
Wrexham County Borough Council |
18 May 2015 |
05 Jun 2015 |
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Why are we doing this?
To collect feedback from customers from four different leisure facilities; Gwyn Evans, Waterworld, Chirk and Queensway. |
What we found out
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What difference has it made?
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Local Service Board Tackling Poverty Strategy consultation |
Wrexham County Borough Council |
09 Mar 2015 |
29 May 2015 |
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Why are we doing this?
This is an opportunity for the people of Wrexham to have their say regarding the LSB's new Tackling Poverty Strategy. |
What we found out
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What difference has it made?
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What's Important to You |
Wrexham County Borough Council |
23 Jan 2015 |
20 Feb 2015 |
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Why are we doing this? Wrexham County Borough Council is working hard to ensure efficient and
effective services by making significant budget savings, whilst prioritising the most vulnerable. To do this we are
having a conversation with local people so that we can understand whether the services we are offering are best meeting your needs.
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What we found out The purpose of this consultation was to
understand whether the services offered by Wrexham County Borough Council are
meeting the needs of the public, in order to assist the Council in determining
which services to promote over the forthcoming year. It asked people how important they considered
various services to be, and also how satisfied they were with current provision
in that service area. As well as a
survey, there was also a consultation event held with invited members of the
public and representatives of Town and Community Councils.
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What difference has it made? The results of the consultation were used to
feed into a Members workshop in early March 2015, where Members were
considering performance targets for different service areas in the forthcoming
year. Heads of Departments have also
used the results to help them consider which services may need more focus on
for the forthcoming year.
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