Decision details

Customer Connect Five Years on, the outcomes, benefits and future

Decision Maker: Council

Decision status: For Determination

Is Key decision?: No

Is subject to call in?: No


Councillor Jonathan Brook, Leader and Promoting South Lakeland and Innovation Portfolio Holder, introduced the detailed report to enable Members to recognise the achievements of the Customer Connect Programme since inception in 2016 and to note the outcomes and benefits the Programme had delivered as set out in Appendix 1 to the report.  The report further outlined the work still to be completed and how that was going to be delivered over the next 18 months.


Due to the Pandemic, the Programme had been delayed by 12 months, affecting the transition of Phase 2.  This was due to staff time required to deal with the initial emergency situation and then the ongoing resilience needed to support communities and businesses.  As a result, there was some activity that still needed to be delivered, details of which were provided, as well as on how this would be delivered over the next 18 month period.


How the Programme would be managed going forward was in recognition of the Local Government Review (LGR) outcome.  At the Customer Connect Member Steering Group, it had been recognised that there was still an importance to continue the work of the programme and to not lose sight of the final outcomes and benefits to be achieved.  Therefore, the recommendation to manage the Customer Connect Programme within a Portfolio Management approach alongside the LGR Programme, other council projects and business as usual work had been agreed.


Councillor Brook closed, drawing attention to the fact that National Regulator Inspectors had been so impressed by South Lakeland’s Customer Connect Programme, it was being used as an example of best practice for other authorities to follow.  He hoped that the Programme would be absorbed into the new Westmorland and Furness Council.


In response to a query relating to Storm Arwen, Councillor Brook explained that the Council had back-up generators in case of loss of power, however, informed Members that loss of power to individual households was outside of the Council’s remit and that any concerns in this regard would have to be considered by OFGEM.


Councillor Brook having moved that the report be noted, was seconded by Councillor Dyan Jones, Climate Action and Biodiversity Portfolio Holder.


RESOLVED – That the outcomes and benefits of the Programme as set out in Appendix 1 to the report be noted.

Report author: Claire Gould

Publication date: 11/02/2022

Date of decision: 14/12/2021

Decided at meeting: 14/12/2021 - Council

Accompanying Documents: