Issue - meetings

To agree an updated Service Level Agreement with Citizens Advice Tendring for 2022/23.

RESOLVED that -

a)  Tendring District Council enters into a Service Level Agreement with Citizens Advice Tendring for a further year from 1^st April 2022 on the terms and conditions, as set out in the updated agreement shown in Appendix C to item A.3 of the Report of the Partnerships Portfolio Holder; and

b)  the Assistant Director (Partnerships) be authorised to sign that Agreement on the Council’s behalf.

Cabinet gave consideration to a report of the Partnerships Portfolio Holder (A.3) which sought its agreement for an updated Service Level Agreement (SLA) with Citizens Advice Tendring (CAT) for 2022/23.

Members were aware that Tendring District Council (TDC) had provided grant funding to CAT backed by an annually agreed SLA, for a number of years. That arrangement supported the provision of free, confidential and impartial advice to residents across a wide range of issues.  Since 2013/14, the core grant awarded each year had been £144,000, payable in two instalments of £72,000.

It was reported that the SLA had been thoroughly reviewed in 2017/18 following substantial changes in the governance, management and service delivery of CAT. The revised SLA for 2017/18 had been agreed by Cabinet at its meeting held on 17 March 2017. All subsequent SLA’s had remained largely the same as the 2017/18 SLA with minor changes only, and all had been agreed by the relevant Portfolio Holder.

Cabinet was informed that Schedule 2 (2.8) of the SLA provided for reductions in CAT core services beyond their control. On 31 March 2020, CAT had reported that they had been operating a reduced service since 16 March 2020 due to the Covid-19 outbreak and subsequent lockdown. This had involved a temporary cessation of all face-to-face advice. CAT staff had been deployed to remote home working, providing advice via email, telephone and in writing. The CAT‘s office closure and suspension of services at their outreach sites had remained in force until recently.  A number of key paid employees and volunteer staff had been lost during the pandemic but numbers were  now nearly back to pre-Covid levels, however, some were still undertaking the intensive training that they needed before they were able to give advice. A new, streamlined, training programme had been introduced so that new officers could be fast-tracked. A hybrid service would be in operation where there was a choice for residents - they could either ‘drop-in’ to surgeries and/or also get advice over the telephone or by email. Eventually, a community team would also be created this year (CAT were seeking funding) as the Families Advisor had proven very successful and there was a real need for that service.

In addition, and in order to ensure efficiencies and improve on last year’s performance there had been a review of the telephone service. One solution was to implement a ‘triage team’ which would free up advisers and supervisors who could better use their skills elsewhere. The pandemic had seen CAT move their support from mostly in person drop-in during 2019/20, to mostly via email during 2020/21, and for 2021/22 had delivered most support via the telephone. The local telephone number for CAT had been publicised more widely rather than the Essex-wide contact number. The CAT team also now included a Warm Homes Adviser. This was a 2 year funded post to assist clients with income generation, accessing energy grants, switching suppliers and insulation advice which would end in  ...  view the full minutes text for item 11