Residents could find it easier to contact Barking and Dagenham Council about issues such as council tax and housing repairs under a major transformation programme designed to improve services while delivering millions of pounds in savings.
The council has unveiled plans for a three-year reform programme aimed at making services more efficient as it faces the challenge of finding £43.8 million in savings by 2030.
Council leader Dominic Twomey said the programme would deliver “lasting change that strengthens our services and improves the lives of our residents”.
One of the key priorities is improving how residents interact with the council, beginning with council tax services. Council documents state that there is “consistent evidence” that residents face difficulties when dealing with the authority, with more than half of complaints currently being upheld or partly upheld.
The council also receives high volumes of enquiries relating to housing repairs, planning matters and dissatisfaction with council tax services.
Under the plans, the authority wants to reduce waiting times, improve phone and email systems and make it easier for residents to pay council tax through direct debit. The council also hopes to reduce the number of repeat enquiries, noting that each phone call currently costs the authority around £4.80.
The transformation programme extends beyond customer services and includes significant changes to adult and children’s social care. The council wants more adults requiring support to remain living independently in their own homes rather than entering residential care.
Documents accompanying the proposals state that increasing demand for care and the rising cost of residential placements are becoming financially unsustainable.
The authority also plans to reduce reliance on expensive out-of-area placements for children by creating more local children’s home spaces and foster placements.
Additional support would also be provided to families to help prevent breakdowns that could lead to children entering care.
The council says the reforms are intended to shift services away from reacting to problems and towards preventing them from escalating in the first place.
Internal changes are also planned, including reforms to how the council procures services from external suppliers.
The authority currently spends around £300 million each year through third-party contracts, many of which are arranged by departments across the organisation.
Under the proposals, procurement would become more centralised in an effort to improve oversight and deliver savings.
The transformation programme is due to be considered by the council’s cabinet at a meeting on July 14.
