Corporate Resources SC

Minutes CORPORATE RESOURCES & INFRASTRUCTURE SELECT COMMITTEE 29 July 2026 Meeting held at Committee Room 5 - Civic Centre, High Street, Uxbridge, UB8 1UW Committee Members Present: Councillor Jonathan Bianco (Chair), Councillor Terence Murray (Vice-Chair), Councillor Riley Russell, Councillor Ranjeet Rathore, Councillor Tony Gill, Councillor Raju Sansarpuri, Councillor Matthew Elder Officers Present: Gavin Polkinghorn – Team Leader Planning Policy Elizabeth Bundred Woodward – Principal Planning Officer Ryan Dell – Democratic Services Officer 12. APOLOGIES FOR ABSENCE (Agenda Item 1) Apologies had been received from Councillor Gursharan Mand, with Councillor Tony Gill substituting. Apologies had also been received from Councillor Archan Raval, with Councillor Riley Russell substituting. The Chair welcomed the new Members to their first meeting. 13. DECLARATIONS OF INTEREST IN MATTERS COMING BEFORE THIS MEETING (Agenda Item 2) None. 14. MINUTES OF THE PREVIOUS MEETING (Agenda Item 3) RESOLVED: That the minutes of the meeting held on 17 June 2026 be agreed. 15. TO CONFIRM THAT THE ITEMS OF BUSINESS MARKED AS PART I WILL BE CONSIDERED IN PUBLIC AND THAT THE ITEMS MARKED AS PART II WILL BE CONSIDERED IN PRIVATE (Agenda Item 4) It was confirmed that all matters would be considered in Part I. 16. LOCAL PLAN UPDATE (Agenda Item 5) Officers introduced an update on the launch of the Local Plan Scoping Consultation (launched on 09 July) , and confirmed that the scoping consultation was strategic and the first round of three consultations on the draft Local Plan. Every local planning authority was required to maintain a n up to date Local Plan, which forms the basis of the plan -led planning system and against which planning applications would be assessed. The Local Plan also provide s the framework for addressing key challenges relating to housing delivery, economic growth, environmental protection and infrastructure across the Borough. The scoping consultation sought views on what the new Local Plan should co ntain and how stakeholders would like the Council to engage them throughout the entirety of the plan-making process , in line with the regulations . The scoping consultation was currently underway and was due to close on 21 August 2026. Feedback received would inform the next stage of the process, which would involve a formal public consultation on a draft of the Local Plan. This next stage of consultation is called Local Plan Content and Evidence, and was due to run from November 2026 until 14 January 2027. Officers noted that the Local Plan timetable had been published on the Council's website and outlined the subsequent stages of consultation and submission to the Secretary of State in 2027. All stages of consultation will be provided through Comm onplace, an online engagement platform. The scoping consultation site provided information on a range of planning topics including housing, the economy, infrastructure, open space and the environment. The platform enabled users to submit comments, view representati ons submitted by others and express support or opposition to comments through voting. Additional representations could also be submitted directly to the Council. The consultation document also set out key issues that needed to be considered such a s the National Planning Policy Framework and the London Plan. Members asked about the usual spread of respondents t o consultations and how to engage those less likely to respond. Officers acknowledged that planning consultations often generated high levels of enga gement from professional stakeholders and landowners with specific development interests. To encourage wider participation, the consultation had been designed to be accessible and straightforward, using a digital - first approach intended to make engagement easier for residents. Members asked about residents who may be digitally excluded or less likely to participate through online consultation platforms. Officers advised that alternative arrangements were available, including paper correspondence for those registered on consultation mailing lists without email addresses. Hard copies of consultation materials had also been made available at libraries across the Borough, allowing residents to provide responses manually. Officers further explained that wider engagement activity was likely to take place during future consultation stages, informed by feedback from stakeholders regarding their preferred methods of engagement. In response to questions regarding engagement with residents' associations, officers confirmed that residents' associations, together with the Borough's Business Improvement Districts (Uxbridge BID and Hayes BID), had been included on consultation mailing lists. Members sought clarification on how representations made during the consultatio n process would influence the development of the Local Plan, particularly where proposals from landowners or interested parties differed from the Council's strategic objectives. Officers explained that all representations would be considered as part of the process, as required by planning regulations. The development plan was the primary piece of policy that planning applications were assessed against, and the National Planning Policy Framework, as well as relevant legislation, set the overall framework for how planning policies should be framed. It was also important to note that the London Plan was the strategic plan for Greater London and Hillingdon’s Local Plan must be in gene ral conformity with it. The National Planning Policy Framework and the London P lan provide the overarching policy context, and the Local Plan is required to be consistent with these higher -level planning frameworks. Nevertheless, the Local Plan remained the responsibility of the Council and decisions regarding its content ultimately rested with the Council. Officers advised that proposals submitted through consultation would be assessed against evidence supporting the Council's overall strategy. The Local P lan would subsequently be subject to independent Examination in Public, during which a Planning Inspector would consider whether the plan was sound and evidence-based. Members asked about the relationship between growth proposals, infrastructure provision and potential disruption for residents. Officers explained that infrastructur e planning formed part of the evidence documents for the Local Plan and included assessments of future infrastructure requirements together with delivery responsibilities and timescales. Major development sites would be supported by assessments, such as transport assessments, to determine whether development could be accommodated without unacceptable impacts. Officers further clarified that the Local Plan was a strategic document concerned with long -term development across a 15 -year period and therefore did not address detailed construction management matters such as road closures, lane restrictions or temporary traffic management arrangements, which would instead be considered through subsequent planning and delivery processes. In terms of resident consultation, there would be three formal rounds of consultation for the draft Local Plan. There would also be statutory consultations on individual planning applications. Members acknowledged that the Local Plan was at an early stage of development , and noted that the Committee may wish to consider specific aspects of the draft Local Plan in greater detail once the consultation on the draft document commenced later in the year. RESOLVED: That the Corporate Resources & Infrastructure Select Committee noted the contents of the report and appendices 17. WEST LONDON WASTE PLAN (Agenda Item 6) Officers introduced an update on the West London Waste Plan and the forthcoming Regulation 19 consultation. Officers advised that it was a statutory requirem ent for local planning authorities to maintain an up -to-date Waste Plan. The current West London Waste Plan (WLWP) formed part of the adopted Development Plan for Hillingdon and sat a longside the Local Plan. Members were informed that the existing waste p lan, adopted in 2015, was now substantially out of date. To produce a replacement plan, Hillingdon had joined with five neighbouring West London boroughs and the Old Oak and Park Royal Development Corporation to develop a single Waste Plan covering West London. The second stage of consultation, known as the Regulation 19 consultation, was scheduled to commence next week (04 August 2026) . This consultation would seek views on the propo sed submission version of the Waste Plan. Officers explained that the draft plan had been amended following consideration of representations received during the previous consultation stage. These amendments included the introduction of a new policy (policy seven) relating to wastewater treatment infrastructure following representations from Thames Water ; additional references concerning Heathrow Airport and potential future waste capacity requirements ; and changes made in response to comments from the Greater London Authority. Members were advised that the consultation would cl ose at the end of August 2026. Representations received during this period would be reviewed and any necessary minor modifications made before the proposed submission version of the Plan was considered by Cabinet in October 2026. Subject to approval, the P lan and supporting evidence base would then be submitted to the Secretary of State in December 2026. Officers emphasised that the December submission deadline was a fixed requirement set by central government. Failure to meet the deadline would result in t he plan-making process having to restart. Members sought clarification regarding references within the report to safeguarded waste sites. Officers explained that the London Plan definition of safeguarded waste sites effectively covered all waste sites, an d so all of the waste sites in Hillingdon were covered by London Plan policy. However, the West London Waste Plan adopted a more targeted approach, safeguarding only those sites which either had planning permission for waste uses ; had become lawful through continued use ; and were supported by an environmental permit. The effect of this designation was to safeguard the land for waste management purposes in the long term. While individual operators or specific waste-related activities on a site could change over time, the site itself would remain protected for waste use unless a future decision was taken by the Council to release it from that designation. RESOLVED: That the Corporate Res ources & Infrastructure Select Committee noted the contents of the report and appendices 18. GROWTH AGENDA (Agenda Item 7) Officers advised that the Growth Agenda came under the remit of this Select Committee. The Growth Plan had been approved by Cabinet last week and an update on this was due to be presented to the next Select Committee meeting in September. Members noted that the Growth Plan was at this stage a high level and aspirational document and would be a 10 -year programme. Of ficers were due to attend the next meeting in relation to the Growth Plan, and the Committee would also invite the Leader of the Council to attend. RESOLVED: That the Committee noted the Growth Plan 19 POLICY REVIEW DISCUSSION & GUIDANCE (Agenda Item 8) Officers advised that this item invited Members to start co nsidering ideas for potential review topics. The report outlined how reviews work, some previous examples and also included a scorecard to rate potential topics. The report also o utlined the process for review s, which would be to pick a topic; produce a scoping report to outline the objectives and the proposed approach of the review; hold witness sessions with relevant stakeholders; draft findings a nd recommendations; and then finalise a report to submit to Cabinet. Members were invited to share any ideas for topics within the remit of the Committee. It was noted that the Cabinet Member for Planning, Housing & Property would be invited to attend the next meeting on the planning ref orms item, which may also help in suggesting review ideas. Members asked a nd officers advised that the 1 -5 rating in the score card would ideally be an agreed consensus between Members. Alternatively, officers could suggest scores on any suggested topics and report back to the Committee. RESOLVED: That the Committee: 1. Noted the guidance on undertaking policy reviews in Appendix 1; 2. Sought to make use of the scorecard attached in Appendix 1 (Annex A) to assess any policy review topic ideas; 3. Developed a sin gle or shortlist of potential topic ideas over the coming months or year fo r officers to scope further and report back to the Committee; and 4. Delegated to the Democratic Services Officer, in conjunction with the Chair (and in consultation with the Opposition Lead) any further agreement on review topic selection as required 20. FORWARD PLAN (Agenda Item 9) Officers noted that the Forward Plan outlined upcoming Cabinet a nd Cabinet Member decisions, and advised that an updated Forward Plan had been shared subsequently to agenda publication. RESOLVED: That the Committee considered the Cabinet Forward Plan 21. WORK PROGRAMME (Agenda Item 10) Members considered the Work Programme and noted that it could be further populated in due course. It was noted that with officer and Cabinet Member attendance scheduled fo r the next meeting, an update on the Local Plan would be added. RESOLVED: That the Committee considered the Multi-Year Work Programme The meeting, which commenced at 7.00 pm, closed at 7.40 pm These are the minutes of the above meeting. For more information on any of the resolutions please contact Ryan Dell on democratic@hillingdon.gov.uk. Circulation of these minutes is to Councillors, officers, the Press and Members of the Public.

Corporate Resources & Infrastructure Select Committee – 23 September 2026 Page 1 Part I – Public ANNUAL COMPLAINT & SERVICE MONITORING REPORT FOR 1 APRIL 2025 TO 31 MARCH 2026 Committee name Corporate Resources & Infrastructure Select Committee Officer reporting Ian Anderson - Business Manager, Complaints and Enquiries Papers with report Appendix A, B, C and D Ward All HEADLINES To provide information to the Committee on key complaints and related service monitoring data. RECOMMENDATIONS: 1. That the Committee note the contents of t he report and provide any comments to officers as appropriate. 2. A copy of this report be shared with the other Select Committees SUPPORTING INFORMATION This report provides information and analysis of complaints an d Members' Enquiries received between 1 April 2025 and 31 March 20 26 and satisfies the requirement to publish annual information. The report includes:  Appendix A: Background to the complaints process  Appendix B: Complaints, Compliments, and Members’ Enquiries trends for 20 25/26 including service improvements and learnings from complaints  Appendix C: Complaint and Compliment report for Housing Services for 2025/26  Appendix D: Complaint and Compliment report for Adult Social Care for 2025/26 Implications on related Council policies A key role of Select Committees is to monitor the performance of Council services within their remit. Select Committees may also recommendations on service changes and improvements to the Cabinet who are responsible for the Council’s policy and direction. How this report benefits Hillingdon residents This report seeks to provide assurance that complaints and Members' Enquiries are being processed in accordance with the Council’s published policies and in line with the Complaint Handling Codes issued by the Local Government and Social Care Ombudsman and Housing Ombudsman Service. Financial Implications There are no direct financial implications associated with this report. Corporate Resources & Infrastructure Select Committee – 23 September 2026 Page 2 Part I – Public Legal Implications Legal Services confirm that there are no specific legal implications arising from this report. BACKGROUND PAPERS NIL. Corporate Resources & Infrastructure Select Committee – 23 September 2026 Page 3 Part I – Public APPENDIX A BACKGROUND TO THE COMPLAINT PROCESS 1. The Council’s Vision The Council’s vision is about ‘putting our residents first’. Feedback in the form of complaints and compliments is seen as a very important source of information from residents about the quality of services and care provided by the Council. In cases where something has gone wrong, we are committed to putting it right and ensuring that it does not happen again. 2. What is a Complaint? In general terms a complaint can be considered as: “an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the council, its own staff, or those acting on its behalf, affecting an individual or group of individuals” 3. What is a Service Requests? A Service Request is defined as a request from a resident/people to the Council requiring us to take action to put something right. Whilst Service Requests are not complaints, they may contain expressions of dissatisfaction, and the Local Government and Social Care Ombudsman advise that we should have the opportunity to deal with a Service Request before a complaint is made. 4. Accessibility and Awareness Complaints can be made quickly and easily 24 hours a day, seven days a week via our website at www.hillingdon.gov.uk/complaints or by post or telephone. If an adjustment is needed, people are asked to call the Complaint and Enquiries Team. 5. What can people complain about to the Council? People can complain about any services that the Council provides or contracts out. 6. Exclusions  while complaints about Council policy can be submitted, it should be noted that Council policy cannot be overturned through the complaint process as this can only be done through the statutory decision-making procedure;  the complaint procedure does not cover matters already claimed in court such as a disrepair claim; and/or  issues relating to employment or application for employment with the Council cannot be addressed through the complaint procedure. 7. Complaint handling Staff Corporate Resources & Infrastructure Select Committee – 23 September 2026 Page 4 Part I – Public All staff within the team are experienced and fully trained to deal with complaints, including any requests for reasonable adjustments that are received from vulnerable residents. The staff have also been provided with additional training by a member of staff from the Local Government and Social Care Ombudsman. All staff dealing with complaints within the Council have within their job description a complaint handling objective. 8. Putting things right The purpose of redress is to remedy the injustice or hardship suffered and where possible to return a complainant to the position they would have been before the situation went wrong. Types of redress include:  Apologising;  Acknowledging where things have gone wrong;  Providing an explanation, assistance or reasons;  Taking action if there has been delay;  Reconsidering or changing a decision;  Amending a record or adding a correction or addendum;  Providing a financial remedy;  Changing policies, procedures or practices. 9. Mediation Sometimes, resolving a complaint through the usual process may be unsuitable or unfeasible, especially if the relationship between the service provider and user is strained or emotions are heightened. In these cases, the Business Manager of Complaints and Enquiries will evaluate if mediation could be a viable alternative. Should both parties consent, an independent mediator can facilitate a meeting where they attempt to negotiate a resolution through discussion. 10. Complaint Handling Codes The Local Government and Social Care Ombudsman (LGSCO) and the Housing Ombudsman Service (HOS) introduced their Complaint Handling Codes in February 2024, which this Council has fully implemented. Our procedure:  allows managers to address issues of unsatisfactory service and seek improvements in service delivery;  ensures that customers are treated fairly and consistently;  ensures that a proper and adequate investigation takes place before any action is taken;  requests for reasonable adjustments will be considered in line with the Equality Act 2010 and appropriate training is provided for staff; and  safeguards the integrity and good reputation of the Council Corporate Resources & Infrastructure Select Committee – 23 September 2026 Page 5 Part I – Public 11. Unreasonable or Unreasonably Persistent complaints If we consider that a complainant is unreasonable or unreasonably persistent, we will refer the matter to a senior manager, who will consider whether restrictions should be placed on their contact with the Council. 12. Complaints about a Councillor Complaints about the conduct of a councillor have a separate complaint process that people are required to follow and these complaints are dealt with by the Head of Democratic Services and Deputy Monitoring Officer, Lloyd White. More information on this process can be found on the following web pages: www.hillingdon.gov.uk/complaint-councillor Corporate Resources & Infrastructure Select Committee – 23 September 2026 Page 6 Part I – Public APPENDIX B COMPLAINTS, COMPLIMENTS AND MEMBERS’ ENQUIRIES FOR 2025/26 1. Total number of complaints/compliments recorded for 1 April 2025 to 31 March 2026 Directorate Service Request s Stage 1 complaint s Stage 2 Complain ts Stage 3 complaint s Ombudsma n Investigatio ns Complimen ts Finance Directorate 98 306 76 N/A 10 1 Adult Social Care 94 69 N/A N/A 5 12 Digital and Intelligence 120 41 4 N/A 0 4 Children and Young People Services 130 135 27 0 2 56 Education Services 48 22 4 N/A 0 0 Central Services 0 5 2 N/A 0 0 Place Directorate 4,711 1,757 483 0 62 56 Total for 2025/26 5,201 2,335 596 0 79 129 Total for 2024/25 3,208 1,416 337 0 77 110  The Council strives to resolve complaints in a reasonable manner and to the satisfaction of the residents. The figures above indicate that this is achieved, as the number of complaints decreases at each stage of the escalation process. For example, only 43% of Service Requests (5,201) progressed to a Stage 1 complaint (2,335) and only 26% of Stage 1 complaints advanced to Stage 2 (596).  2025/26 has seen a significant rise in the number of Service requests and complaints recorded when comparing with 2024/25. Service Requests have risen by 1,993 to 5,201, Stage 1 complaints by 919 to 2,335 and Stage 2 complaints by 259 to 596.  The number of compliments received of 129 for 2025/26 is slightly higher than the figure for 2024/25 of 110.  Place accounts for 91% of all Service Requests, 75% of all Stage 1 complaints, 81% of all Stage 2 complaints and 78% of all Ombudsman complaints investigated. Corporate Resources & Infrastructure Select Committee – 23 September 2026 Page 7 Part I – Public 2. Total number of complaints/compliments recorded for 1 April 2021 to 31 March 2026 Year Service Requests Stage 1 complaints Stage 2 Complaints Stage 3 complaints Ombudsman Investigations Compliments 2021/22 4,473 802 102 0 75 349 2022/23 5,176 816 121 0 46 245 2023/24 3,729 681 180 0 65 216 2024/25 3,208 1,416 337 0 77 110 2025/26 5,201 2,335 596 0 79 129  The significant rise in formal Stage 1 and 2 complaints was expected as the Council has fully implemented the Complaint Handling Codes introduced by the Housing Ombudsman Service and Local Government and Social Care Ombudsman in February 2024. Prior to 2024/25, the Council had the ability to deal with some dissatisfaction by way of an “informal” complaint and this resulted in fewer Stage 1 and 2 complaints. 3. Members Enquiries (MEs) Number of MEs recorded Period Place Directorate Adult Services Children Services Finance Directorate Central Services Digital and Intelligence Total 2021/22 9,432 112 58 167 - - 9,769 2022/23 7,417 150 56 182 - - 7,805 2023/24 4,467 67 85 98 1,517 2 6,236 2024/25 2,346 46 32 75 827 3 3,329 2025/26 5,020 99 166 149 - 5 5,439  The handling of Members Enquiries (ME) was reviewed, and a key part of that change was to re-define what an ME is i.e. 'a clear question has been asked that now requires investigation by Council Officers, or the supply of information from a Council department’. At the same time, we introduced the term “service request” which we have defined as ‘a request for a one-off action to be taken, that requires action by an Officer and not investigative activities or supply of information’.  The effect of the above change was that the volume of MEs initially fell and part of that was caused by the introduction of a new system to submit MEs, which took Members and staff time to get used to. However, when comparing the ME figure for 2024/25 of 3,329 with the 2025/26 figure of 5,439, this shows that 63% (2,110) more MEs were submitted in 2025/26. 4. Service Requests recorded Period 1 April 2023 to 31 March 2024 1 April 2024 to 31 March 2025 1 April 2025 to 31 March 2026 Number 5,555 7,102 7,692 Corporate Resources & Infrastructure Select Committee – 23 September 2026 Page 8 Part I – Public  The number of Service Requests submitted by Members rose from 5,555 for 2023/24 to 7,102 for 2024/25 and 7,692 for 2025/26  The total number of Service Requests (7,692) and Members Enquiries (5,439) submitted by Members for 2025/26 is 13,131, which is more than any previous years.. 5. Service areas that have the highest number of MEs submitted Service Area 2021/22 2022/23 2023/24 2024/25 2025/26 Waste 3,934 2,003 749 401 273 Housing 976 1,021 1,375 733 1,749 Anti-Social Behaviour 1,258 761 589 410 281 Green Spaces 1,043 705 400 210 155 Planning 1,255 361 325 204 535 Highways - 744 709 329 347  Housing (1,749), Anti-social behaviour (281), Waste (273), Highways (347), Green Spaces (155) and Planning (535) accounted for 61% of all MEs submitted by Members for 2025/26. Housing enquiries (1,749) alone accounted for 32% of all MEs submitted by Members. 6. Service areas that have the highest number of S ervice Requests submitted Service Area 2024/25 2025/26 Fly tipping 2,589 3,572 Items on the Highway or footpath need removing 1,871 1,546 Litter pick requests 363 465 Graffiti 302 340 Potholes 283 221  Fly tipping (3,572) and Items on the Highway or footpath need removing (previously Street Cleansing) ( 1,546) accounted for 6 7% (5,118) of all Service Requests submitted by Members. 7. Service Improvements Continuous improvement is seen as a cornerstone of how we operate at Hillingdon Council and learning from complaints is a central part of this. The receipt of any complaint provides Hillingdon with valuable feedback and opportunities to learn from what has happened and make adjustments to avoid future problems and improve the service we provide our residents. To this end, we paid for a bespoke training course delivered by the Local Government and Social Care Ombudsman on investigating complaints and the processes to follow, along with mechanisms they use to identify issues and make recommendations for change/service improvement. Officers found this course extremely helpful. Listed below are the main service improvements we made: Corporate Resources & Infrastructure Select Committee – 23 September 2026 Page 9 Part I – Public Housing Need  In one complaint we failed to consider or make reasonable adjustments when a complainant asked for homelessness support. The Council acknowledged our error agreed to review our current homelessness application procedure to identify ways we will actively consider an applicant's need for reasonable adjustments as part of this procedure.  A complainant complained that the Council delayed in providing her with interim accommodation when she presented to us as homeless. The Council accepted that there had been a delay and that the complainant had spent a month in unsuitable accommodation. All housing staff were reminded of their responsibilities regarding the need to provide interim accommodation and the low threshold the Homelessness Code of Guidance sets, explicitly directing councils to make interim accommodation available while it undertakes investigations.  One complainant complained about our handling of her homelessness application, housing register application and reports of property disrepair, which had caused her avoidable distress. As a result of this complaint, all staff were reminded of the statutory decision-making procedures and the need to inform applicants of their right to review.  One complainant complained about the delay in opening a new homeless application when she presented to the Council as homeless. As a result of this complaint all housing staff were reminded of our duty to carry out an assessment once we have reason to believe that a person may be homeless or threatened with homelessness within the next 56 days.  One complainant complained about our handling of her homelessness after she received an eviction notice and that we delayed moving her to interim accommodation. As a result of this complaint, the Council reminded all officers of the importance of notifying homelessness applicants of the correct homelessness duty and reviewed our procedures around how it deals with homelessness applicants who have been issued with a Section 21 eviction notice. Housing Maintenance and Repairs  Seasonal demands for services impacted particularly by the rise in disrepair, damp and mould reports and the rendering and metal-framed window replacement needs. To address these issues the service introduced in-house Damp and Mould (DMC) inspectors, improving responsiveness to enquiries, accountability, and speed of resolution for residents. Joint working with Planned Maintenance has also strengthened, with a targeted programme underway to replace metal-framed windows, addressing root causes of damp and delivering longer-term improvements to tenants’ homes. Corporate Resources & Infrastructure Select Committee – 23 September 2026 Page 10 Part I – Public Tenancy Management  Tenants have complained that they have not easily been able to contact their tenancy Management Officer and that enquiries are not responded to in a timely manner. As a result, 10 new officers are being recruited, and for those that have already started intensive training has been delivered to assist staff in managing challenging conversations with tenants. In addition, there is a drive to provide a consistent approach across all services. Anti-Social Behaviour  This service has had to deal with complex, high-risk neighbour disputes, often involving safeguarding concerns, domestic abuse, mental health vulnerabilities, and multi-agency engagement. As a result, Officers are now required to provide clearer written and verbal explanations at first contact about:  - consent requirements,  - evidential thresholds,  - limits of enforcement powers, and  - the distinction between ASB, criminal matters, and housing management issues.  Children and Young People Services  One complainant complained that the Council did not progress her complaint about the adoption service to Stage 2 of the children’s statutory complaints procedure. As a result of this complaint, all complaint staff were reminded that adoptions come under the children's statutory complaints procedure and that we must commence a Stage 2 investigation on request.  One complainant complained that the Council had failed to review and issue his son’s Education, Health and Care Plans on time and that we failed to plan for the support his son would need. As a result of this complaint, the SEND team carried out a lessons learned review, including producing an action plan for ensuring faults like this do not occur in future. All SEND staff were given details of this complaint and the importance of adhering to the statutory timeframes for reviewing and finalising EHC Plans, as well as the importance of transition and post-16 planning being completed by the legal deadlines set out in the SEND Code of Practice. Adult Social Care  Once complainant complained that the Council failed to contact him when carers from a provider failed to gain access to his mother’s property to deliver care services on the three subsequent days. His mother was found by paramedics in a distressing state which required hospital admission. The Council’s Quality Assurance Team addressed this directly with the care provider, reminded them of the procedures that must be followed in such occasions and to monitor the situation to prevent similar situations. Corporate Resources & Infrastructure Select Committee – 23 September 2026 Page 11 Part I – Public  One complainant complained that the Council failed to respond and effectively deal with the safeguarding concerns she had reported to us. As a result of this complaint all staff were reminded of the importance of keeping relevant parties updated with the outcome of any safeguarding referrals. Anti-Social Behaviour  One complainant complained about the Council’s failure to take prompt and effective enforcement action to prevent the anti-social activities of a neighbouring business. As a result of this complaint, additional training was provided for officers, and all relevant enforcement staff were reminded of their responsibilities to involve other Council departments and update complaints when required. 8. Learning from complaints Learning captured Action taken Complaints about disrepair issues including damp and mould and the timeliness of responses and resolution. The introduction of in-house Damp and Mould (DMC) inspectors. Joint working with Planned Maintenance has also strengthened, with a targeted programme underway to replace metal-framed windows, addressing root causes of damp and delivering longer-term improvements to tenants’ homes. An escalation process is being introduced where for example, if a plumber attends three times without resolving the issue, the case will be escalated to a Team Leader for immediate review Tenants complained that they cannot easily contact their Tenancy Management Officer (TMO) and that enquiries are not responded to in a timely manner. The service has undergone a re-structure and the recruitment of 10 Officers all of whom, once joined, will be given intensive training The need to contact tenants at an earlier stage when rent liabilities become due. Training has been delivered to assist staff in managing challenging conversations with tenants around arrears and debt generally. A recurring theme was residents’ expectation that the Council could take enforcement action without consent or sufficient evidence. They expressed dissatisfaction that immediate action was not taken. Even where action is constrained, regular, structured communication must be provided to reassure residents that their concerns are being taken seriously and managed appropriately. Corporate Resources & Infrastructure Select Committee – 23 September 2026 Page 12 Part I – Public Contractor Conduct: A contractor attended a property to remove scaffolding without an appointment and accessed the garden without permission. We have reinforced protocols around resident communication and access permissions with contractors. A property acquired in September 2023 was delayed in letting because of time taken to complete repairs and poor internal decision making. We are reviewing our voids and buy-back processes to ensure timely and appropriate action. A recharge was incorrectly applied to a downsizing payment, resulting in additional costs for the resident. We have reviewed our recharge approval process to avoid future errors and the checks we make before charges are applied. Ensure Continuity in Mutual Exchange Processes – Cases are not always allocated to another officer promptly so as deadlines are not missed All Team Leaders now adopt a collaborative approach in allocating mutual exchanges across the team and all Tenancy Management Officers must collaborate across different services so that mutual exchanges can progress smoothly. Tenants have experienced issues in getting through on the duty line due to the volume of callers. A voicemail service has been introduced to help to support the service, with return calls being made where calls have been missed, in order that the Tenant does not experience delays in service response Residents have complained of adaptations offered as it was not what they wanted. Officers are to ensure that communications make clear that we only implement what our Occupational Therapist recommends, and that what is recommended is normally linked to a medical / disability reason. Residents will also be reminded that we look at all options in the best interest of the adult / child within regulations and budgets. Tenants have complained about the timeliness of planned maintenance works and of the lack of communication they have received. We have initiated a review of our window renewal programme to identify opportunities to accelerate replacement works. As a result, a new framework for window replacements will be introduced shortly. Once in place, this framework will enable us to include more properties in the replacement programme, and this will help reduce the number of residents living with metal glazed windows. Corporate Resources & Infrastructure Select Committee – 23 September 2026 Page 13 Part I – Public APPENDIX C COMPLAINT AND COMPLIMENT REPORT FOR HOUSING SERVICES FOR 2025/26 SUMMARY OF ANALYSIS I have set out below the data and outcomes of service requests, complaints and compliments for Housing Services in the period of 2021/22 to 2025/26. THE COMPLAINT PROCEDURE Housing complaints are managed in line with the Council's Corporate complaints procedure. This procedure operates as follows:  Service Requests  Stage 1 – response from a manager or Team Leader or specialist complaint officer.  Stage 2 – response from the Head of Service or a Director or Corporate Director  Local Government and Social Care Ombudsman or Housing Ombudsman Service DETAILED COMPLAINT REPORT A detailed report of all complaints and compliments for Housing Services is set out below. a. SERVICE REQUESTS A Service Request is defined as a request from a resident/people to the Council requiring us to take action to put something right. Table 1 - Service Requests Year Total 2021/22 1,039 2022/23 1,389 2023/24 1,122 2024/25 1,009 2025/26 2,293  There was a 127% increase in the number of Service Requests recorded when comparing the 2024/25 figure of 1,009 with the 2025/26 figure of 2,293. This was expected as the new online complaint portal make it easier for residents to submit complaints/Service Requests. b. STAGE 1 COMPLAINTS A manager or Team Leader or specialist complaint officer will aim to respond within 10 working days. Corporate Resources & Infrastructure Select Committee – 23 September 2026 Page 14 Part I – Public Table 2 - Total number of Stage 1 complaints Period Total 2021/22 227 2022/23 259 2023/24 240 2024/25 743 2025/26 972  As expected, the number of Stage 1 complaints has continued to rise as the Council has implemented the Complaint Handling Codes introduced by the Local Government and Social Care Ombudsman and the Housing Ombudsman Service in February 2024.  The number of Housing Stage 1 complaints has risen by 31% (229) when comparing the 2024/25 figure of 743 with the 2025/26 figure of 972.  Of the 972 Stage 1 complaints, Homeless Prevention accounted for 449 (46%), Maintenance and Repairs accounted for 237 (24%) and Tenancy Management accounted for 89 (9%) of all Housing Stage 1 complaints. c. STAGE 2 COMPLAINTS The Head of Service or Director or Corporate Director will aim to respond to Stage 2 complaints within 20 working days. Table 3 - Total number of Stage 2 complaints Period Total 2021/22 42 2022/23 55 2023/24 93 2024/25 192 2025/26 310  The number of Stage 2 complaints increased by 118 (61%) when comparing the 2024/25 figure of 192 with the 2025/26 figure of 310. This was expected as the Council applies the changes in the Complaint Handling Codes introduced by the Ombudsman in February 2024.  Of the 310 Stage 2 complaints, Homeless Prevention accounted for 166 (54%), Maintenance and Repairs accounted for 57 (18%) and Tenancy Management accounted for 26 (8%) of all Housing Stage 2 complaints. Corporate Resources & Infrastructure Select Committee – 23 September 2026 Page 15 Part I – Public d. INVESTIGATIONS BY THE LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMAN OR HOUSING OMBUDSMAN SERVICE Where it appears that a Council’s own investigations have not resolved the complaint, the complainant is entitled to refer their complaint to the relevant Ombudsman at any stage of the complaint process. Table 4 - Total number of Ombudsman investigations Period Total number 2021/22 19 2022/23 15 2023/24 20 2024/25 31 2025/26 40  40 investigations were concluded by the Ombudsman during this period. A brief note of all 40 complaint investigations completed by the Ombudsmen for 2025/26 and the outcomes is set out below: Complaint details Outcome of complaint 5770-4101-0464-0465 Ms G complained about the delays in reimbursing her with £122. Upheld The Council apologised and paid the sum due to Ms G. 7878-4957-6324-6450 Miss X complains about the way the Council considered information she provided when she presented to it as homeless. Miss X says the Council delayed in providing her with interim accommodation, which meant she had to sleep rough and has had a serious impact on her mental health Upheld The Ombudsman found that the Council was at fault for delay, meaning Miss X spent around a month in unsuitable accommodation. The Council agreed to apologise to Miss X, make a payment to reflect the injustice, and act to prevent recurrence. 202329442 The complaint is about the landlord’s handling of charges to the resident for repairs to her property, after her tenancy ended Upheld The Ombudsman found service failure in the landlord’s handling of charges to the resident for repairs to her property, after her tenancy ended. 202415784 The complaint is about the Council’s response to the resident’s reports of cigarette smoke coming into her property from the property next door. Upheld The Ombudsman found maladministration in the Council’s response to the resident’s reports of cigarette smoke coming into her property from the property next door. 202415289 Mr X complained about the Council’s handling of his concerns about fire safety and the condition of a neighbouring property. Upheld The Ombudsman found maladministration in the Council’s handling of Mr X’s concerns about a neighbouring property, including concerns regarding fire safety, a pest infestation and odours. Corporate Resources & Infrastructure Select Committee – 23 September 2026 Page 16 Part I – Public 202329872 Mr Y complained about the condition of the property on letting which he said had leaks. Upheld The Ombudsman found maladministration in the Council’s response about the condition of the property and his requests for a permanent move. There was no maladministration by the Council in its response to Mr Y’s concerns about its lettings process. 7454-1778-4192-7683 Mr X complained the Council failed to support him in finding and securing private rented accommodation after he became homeless and failed to communicate with him effectively. Mr X said, the lack of support meant he missed opportunities to secure accommodation and has remained homeless for longer than necessary. Upheld The Ombudsman found that the Council failed to keep his Personal Housing Plan (PHP) under review and failed to communicate effectively with him causing Mr X avoidable frustration. The Council agreed to apologise to Mr X and review his PHP. 9199-3897-9623-2402 Mrs X complained about how the Council handled her homelessness situation, her housing register application and the disrepair of her property. She said this left her and her child living in poor living conditions which affected her son’s health and caused them distress Upheld The Ombudsman found fault with the Council for how it handled Mrs X’s homelessness application, housing register application and reports of property disrepair. This caused Mrs X and her son avoidable distress and meant they remained in unsuitable accommodation that affected her son’s health. The Council agreed to take action to remedy Mrs X’s avoidable injustice. 202417736 Mrs T complained about poor grounds maintenance, overflowing gutters, and the damage she said they were causing to her home. Upheld The Ombudsman found that there was maladministration in our handling of Mrs T’s reports and complaints about poor grounds maintenance, overflowing gutters, and the damage she said they were causing to her home. 0163-9130-8504-6199 Ms X complains there were failings in the way the Council dealt with her homelessness application and offered her unsuitable interim accommodation. Upheld The Ombudsman found that there were failings in the way the Council dealt with her homelessness application and offered her unsuitable interim accommodation causing distress and impact onto her family’s health. The Council has agreed a suitable remedy for the injustice caused so we have completed our investigation 2680-7098-9849-9957 Ms X complained that the Council failed to make reasonable adjustments to its homelessness procedures and that this significantly affected Ms X’s wellbeing, exacerbating the impact of her health Upheld The Ombudsman found that the Council failed to consider or make reasonable adjustments when she asked it for homelessness support. In addition, the Ombudsman found that the Council at fault for its communication and for how it managed Ms X’s homelessness approach. The Council agreed to Corporate Resources & Infrastructure Select Committee – 23 September 2026 Page 17 Part I – Public conditions and causing avoidable distress. apologise to Ms X and pay a financial remedy in recognition of her avoidable distress, frustration and uncertainty. 202322717 Mr Y complained about the Council’s handling of his reports of a loss of heating and hot water. Upheld The Ombudsman found that whilst the Council recognise some level of failing, it did not demonstrate that it properly considered Mt Y’s communication needs when arranging appointments 3232-1160-5597-0470 Miss X complained the Council failed to take steps to move her to alternative accommodation to prevent her becoming homeless after her landlord issued her with a Section 21 eviction notice in June 2024. Miss X said her eviction date was set for March 2025 and the lack of help from the Council caused her distress and uncertainty Upheld The Ombudsman found that the Council failed to take steps to alleviate her risk of homelessness and delayed moving her into interim accommodation. This meant Miss X remained in a property at risk of eviction and homelessness for longer than necessary. The Council agreed to apologise and make a payment to Miss X to recognise the distress and uncertainty this caused. 6359-7874-2554-6592 Mr X complained the Council failed to review his housing allocation banding after he submitted medical evidence. Mr X’s family of seven are living in a two- bedroom property which is causing significant difficulties. Partially upheld The Ombudsman upheld the complaint and the Council agreed to carry out an assessment of the medical evidence, but it did not result in the family moving to a higher priority band as they already had higher priority due to overcrowding. The difficult living conditions experienced by the family are not as a result of any fault by the Council 3135-7329-0519-6887 Miss X complained about the Council’s actions regarding a business she runs in a Council-owned property. She says the Council has failed to provide her with a lease since August 2022, issue accurate utility bills, carry out annual rent reviews or respond to her communications or complete agreed actions. Partially Upheld The Ombudsman did not investigate all aspects of her complaint, as it would be reasonable for her to pursue some matters through the courts. However, the Ombudsman found the Council at fault for poor communication, failure to act as promised, and poor complaint handling. This caused Miss X avoidable uncertainty, distress, and time and trouble. The Council agreed to apologise, make a payment to Miss X, and take steps to improve its services. 202314796 The complaint is about the Council’s response to the resident’s queries about the support charge. Not Upheld There was no maladministration by the Council in its response to the resident’s queries about the support charge 202415357 The complaint is about the Council’s handling of the resident’s reports that she had no TV signal Not Upheld The Ombudsman found no maladministration in the Council’s handling of the resident’s reports that she had no TV signal. 2364-4101-0329-3665 Not Upheld Corporate Resources & Infrastructure Select Committee – 23 September 2026 Page 18 Part I – Public The complainant, Miss X, complains the Council has failed to follow its housing allocation policy as it has refused to make a direct offer of housing to her despite a social worker recommending she should be urgently rehoused. Miss X says because of the Council’s fault she has lived with the risk of domestic abuse for longer than necessary which has affected her mental health. The Ombudsman found no evidence of fault. 2255-2725-5186-3069 Miss X complained about the Council’s provision of temporary accommodation since 2022 which she says has been unsuitable for her needs. She also said that her housing application banding priority was changed several times without a proper explanation which led to her being confused about bidding on vacancies Did not investigate The Ombudsman did not investigate this complaint as it was reasonable for Miss X to ask for a review of suitability of her accommodation and because there was insufficient evidence of any significant injustice in her housing application assessment which would warrant an investigation. 7921-3595-3257-2379 Mr X complained the Council failed to follow statutory processes when it unlawfully removed his vehicle without notice and misused a court summons for council tax. Did not investigate The Ombudsman did not investigate this complaint as there was not enough evidence of fault to justify their involvement. 1462-8945-7660-4522 Mr X says the Council changed its housing allocations policy criteria in March 2025 and this has affected him as an applicant living outside the borough area. He says the Council should ensure his application is given its previous status Did not investigate The Ombudsman did not investigate this complaint as there was insufficient evidence of fault which would warrant an investigation. 8849-2516-6268-8102 Miss X is Mrs Y’s daughter. Miss X is disabled with complex needs. Mrs Y complains the Council has refused a property adaptation of a ground-floor extension to meet Miss X’s needs Did not investigate The Ombudsman did not investigate Miss X’s complaint, brought by Mrs Y, because there was not enough evidence of Council fault in its decision- making process to warrant us investigating and because they could not achieve the outcome sought from the complainant 6079-9726-9658-7598 Miss X complains the trees owned by the Council are blocking sunlight and this is causing mildew and bird mess on the path to the house. Miss X says the trees are causing damage to the roof tiles and gutters. Miss X says the trees Did not investigate The Ombudsman did not investigate this complaint because there was insufficient evidence of fault. Corporate Resources & Infrastructure Select Committee – 23 September 2026 Page 19 Part I – Public are very overgrown and need to be pruned. 9835-2596-2428-8128 Mr X complained about the Council’s assessment of his housing application priority. He believes that he should be placed in a higher banding than the current one because he is overcrowded. He says he should be eligible to bid on 3-bedroom vacancies because of his family need Did not investigate The Ombudsman did not investigate this complaint as there was insufficient evidence of fault which would warrant an investigation. 5522-8848-5628-7040 Mr B, who is a secure Council tenant, complains the Council has refused to pay him a home loss payment after he was required to move out of his property to alternative Council accommodation. Mr B says he is entitled to this payment and the Council’s handling of both his request and subsequent complaint has caused him significant distress. Did not investigate The Ombudsman did not investigate this complaint because they cannot investigate complaints about the management of social housing by a council in its role as a social landlord. 8329-2618-4478-3022 Mr X complained about the Council taking action under an abatement notice for rodent infestation in his rented property without him having received the notice. He says he lost any right of appeal or the opportunity to do the work to the property himself and incurred a fixed penalty as a result. Did not investigate The Ombudsman did not investigate this complaint because there was insufficient evidence of fault which would warrant an investigation. 7469-1218-0573-8514 Miss X complained that the Council awarded the wrong priority band to her when it moved her housing application to its new housing allocations scheme, failed to place her in the correct band after it discovered the error and entered the wrong address for her on its computer system. Did not investigate The Ombudsman did not investigate this complaint because there was insufficient evidence of fault and injustice to justify an investigation. 1865-0312-6310-7236 Mrs X complains the Council terminated her allotment tenancy and that the Council cut down a tree on the allotment site. Did not investigate The Ombudsman did not investigate Mrs X complaint as there was insufficient evidence of fault to justify an investigation. 1814-6025-2228-7580 Miss X complained about the Council’s assessment of her housing application. She says following an unsuccessful review in July 2025 she believes the Did not investigate The Ombudsman did not investigate this complaint because there was insufficient evidence of fault which would warrant an investigation. Corporate Resources & Infrastructure Select Committee – 23 September 2026 Page 20 Part I – Public Council had not properly assessed all of her children’s medical needs. She says that she should be awarded propriety for an additional bedroom because her children need to sleep separately 0330-8152-8055-9996 Miss X complained about the Council’s provision of temporary accommodation since 2022 which she says has been unsuitable for her needs. She also says her housing application banding priority was changed several times without a proper explanation which led to her being confused about bidding on vacancies. Did not investigate The Ombudsman did not investigate this complaint as it was reasonable for Miss X to ask for a review of suitability of her accommodation and there is insufficient evidence of any significant injustice in her housing application assessment which would warrant an investigation. 5034-4609-4752-3252 Ms X complained that she was forced to leave her temporary accommodation due to a serious gang related incident, but the Council wrongly said she had voluntarily left and that her current temporary accommodation is unsuitable. Did not investigate The Ombudsman did not investigate Ms X’s complaint about the Council’s decision to end its homelessness duty in 2020 because the complaint is late and there are no good reasons to consider it now. The Ombudsman also did not investigate her complaint about the suitability of her temporary accommodation because the Council has already carried out a suitability review. Ms X had the right to appeal to the court if she disagreed with the outcome and it was reasonable for her to do so. 9589-2038-2534-7096 Ms X complained about the Council’s refusal to agree a management transfer, based on her household being severely overcrowded and their medical needs. Ms X said this meant the family remain in unsuitable housing, which has a negative impact on the emotional and physical health Did not investigate The Ombudsman did not investigate this complaint because there is insufficient evidence of fault to justify their involvement. The Ombudsman could not also investigate the Council’s actions as manager of social housing. 7898-9985-5517-2384 Ms X complained that the Council wrongly considered her priority date on the housing register to be March 2025 when Ms X considered it to be June 2024 and wrongly removed her children from her housing application so she could not bid on properties for six weeks. Did not investigate The Ombudsman did not investigate this complaint because there was insufficient evidence of injustice to justify an investigation into the complaint 6301-6942-7698-9975 Ms X says the Council delayed progress in 2022 and 2023 on her being able to move into a property it had offered her, did not let her bid for other social housing during that period and did not Did not investigate The Ombudsman did not investigate this complaint as the complaint was late without good enough reason for them to investigate it now. Corporate Resources & Infrastructure Select Committee – 23 September 2026 Page 21 Part I – Public offer alternative long-term or temporary accommodation when the landlord withdrew the property so she could not move in. She says this caused missed opportunities to bid for and move into other social housing, so she and her family have had to live with relatives. 0476-6246-4304-6536 Mr X complained, on behalf of Mr Y, that the Council caused Mr Y suffering that should be remedied by paying him financial compensation. Mr X says the Council breached multiples statutory duties such as delaying on confirming the main housing duty when the relief homelessness duty ended and also delaying in carrying out the review of the suitability of the accommodation. Mr X says Mr Y had to take judicial review action against the Council for suitable accommodation to be provided in July 2024. Mr X would like the Council to compensate Mr Y for his suffering in unsuitable accommodation from January 2023 – January 2024 as a person with several health conditions. Did not investigate The Ombudsman did not investigate this complaint requesting a financial remedy for issues arising from the Council accommodating the complainant in unsuitable accommodation from January 2023 to July 2024. This is because the complaint is caught by the time bar on the Ombudsman’s remit and there are no good reasons to exercise discretion to investigate. The Ombudsman also noted that some of the complaint issues had already been raised in court, and, where not, would have been reasonable for the complainant to raise in court. 7982-3851-6970-7131 Miss X complained she has had poor service from the Council when applying for social housing. She complained about significant delay in the Councils response and the time taken to process her application. Miss X said she could have missed an opportunity to bid for housing and that this had caused additional stress at a time when her and her child are living in severely overcrowded housing. Did not investigate The Ombudsman did not investigate Miss X’s complaint because the Council has apologised about its communication and any injustice to Miss X is not significant enough to warrant investigation. 5272-1385-5078-6399 Miss X complained about the Council’s failure to rehouse her from her existing council home. She said she needed an additional bedroom for one child who has autistic and her other child cannot access the upstairs in her home, including the bathroom due to his medical needs. Did not investigate The Ombudsman did not investigate this complaint because there is insufficient evidence of fault which would warrant an investigation 9900-9788-0591-2975 Mr X complains about the Council’s handling of his homeless case. He says Did not investigate Corporate Resources & Infrastructure Select Committee – 23 September 2026 Page 22 Part I – Public the Council did not assess his case properly as it ignored his medical evidence that showed he was in priority need. The Ombudsman did not investigate Mr X’s complaint because it was reasonable for him to have appealed to the county court. 1263-2092-3604-9460 Mrs X complained that the temporary accommodation the Council provided did not meet her family’s medical needs and was too far from their support network and her child’s school. Did not investigate The Ombudsman did not investigate Ms X’s complaint because it was reasonable for her to request a review of its suitability and to provide relevant medical evidence to support that request. 7315-4283-3970-5056 Mr X complained about the Council’s failure to disclose the background of a tenant recommended to him in 2021. He says the tenant subsequently stopped paying rent and restricted access of the landlord to view their own property. He says she owes in excess of £7,000 in rent arrears Did not investigate The Ombudsman did not exercise discretion to investigate this complaint as the complaint was received outside the normal 12-month period for investigating complaints. There was no evidence to suggest that Mr X could not have complained to the Ombudsman sooner. e. COMPLIMENTS Table 5 – Number of compliments recorded Period Total number 2021/22 167 2022/23 81 2023/24 93 2024/25 32 2025/26 40 Here’s what some people said about Housing Services: “I just wanted to let you know that the plumber came yesterday and everything in the toilet was fixed. I also wanted to thank you for your prompt response and for taking the time to listen to and understand my personal circumstances and concerns. Your support made a significant difference, and I truly appreciate it.” “Thank you for your assistance with my emergency repair at my home address this morning plumber has stopped the leak great job.” “Excellent Electrician engineer. And thank you to him for reassuring me on some electrical matters!” “…. your timely response, guidance and the explanation of details made the application process less stressful. This house has incredibly changed our lives and given us peace even though it’s small. I am incredibly grateful to you; May God bless you.” “I am writing to express my immense gratitude for the support provided during my application process. I am absolutely over the moon and overwhelmed to have been offered my permanent Corporate Resources & Infrastructure Select Committee – 23 September 2026 Page 23 Part I – Public two-bedroom council home. This milestone means so much to me and my family. I would like to extend special thanks to …………., whose dedication and teamwork were truly remarkable. I am also deeply grateful for your own assistance and the support from the entire team at Hillingdon Council. I truly appreciate all the effort that went into making this possible, and I will never forget it and for your kindness.” “I would like to express my deepest gratitude to the leadership and the entire housing department at Hillingdon Council for providing my family with a safe and suitable home. Your support during this challenging time will undoubtedly make a significant and positive difference in our lives. I would especially like to extend my heartfelt thanks to my caseworker, xxxx, whose dedication, compassion, and professionalism have been truly exceptional. Her guidance and support throughout this process have been a great source of comfort and hope for us. If I have made any mistakes along the way, please know that they were unintentional, and I sincerely apologize from the bottom of my heart. Furthermore, I want to assure you that I will continue to put forth my utmost efforts in serving the people of this land with commitment and dedication.” “Thank you once again for your kindness and for helping us find stability and peace. Since fleeing my home it’s definitely been a very hard journey and for a long time there hasn’t been many people I’ve come across in the council that have been willing to help me and many of them I feel have not listened to me or heard me, but you are one of the few people that have taken the time to listen to me and have made me feel like my voice has been heard, when someone is nice to me I appreciate it more because I’ve not had that for a very long time in my life. Honestly you have no idea what you’ve done for me today and how much it means to me that you’ve helped in the way that you have. I couldn’t appreciate it more honestly. Thank you for your reply and thank you hearing me and helping me..." Corporate Resources & Infrastructure Select Committee – 23 September 2026 Page 24 Part I – Public APPENDIX D COMPLAINT AND COMPLIMENT REPORT FOR ADULT SOCIAL CARE FOR 2025/26 SUMMARY OF ANALYSIS A comprehensive analysis is provided covering the period from 2021/22 to 2025/26. The report provides information on service requests, Stage 1 complaints, Local Government and Social Care Ombudsman investigations, and compliments with key findings or comments. The report also incorporates some feedback from people who expressed their satisfaction with Adult Social Care Services. THE COMPLAINT PROCEDURE The procedure for dealing with Adult Social Ca re complaints is regulated by the ‘The Local Authority Social Services and National Health Service Complaints (England) Regulations 2009’. This procedure is far less prescriptive and allows for early escalation to the Local Government and Social Care Ombudsman should the complainant be dissatisfied with the response from the Local Authority. The intention of this procedure is to achieve resolution at the first attempt, to remove bureaucracy and is designed to empower complainants in shaping the approach t o resolving the complaint from the outset.  Service Request  Stage 1 – response from the appropriate Manager, or a Senior Manager from the area complained about.  Local Government and Social Care Ombudsman. DETAILED COMPLAINT REPORT A detailed explanation of all complaints and compliments for Adult Social Care is set out below. a. SERVICE REQUESTS A Service Request is defined as a request from a resident/people to the Council requiring us to take action to put something right. Table 6 – Service Requests Year Total 2021/22 80 2022/23 72 2023/24 72 2024/25 46 2025/26 94  The number of Service Requests recorded rose by 104% (48) when comparing the 2024/25 figure of 46 with the 2025/26 of 94. Corporate Resources & Infrastructure Select Committee – 23 September 2026 Page 25 Part I – Public b. STAGE 1 COMPLAINT - LOCAL RESOLUTION At Stage 1 of the complaint process the appropriate manager or a senior manager will carry out an investigation and aim to respond within 20 working days. Table 7 - Total number of Stage 1 complaints recorded Period Total number 2021/22 50 2022/23 37 2023/24 31 2024/25 32 2025/26 69  The number of Stage 1 complaints rose by 115% (37) when comparing the 2024/25 figure of 32 with the 2025/26 figure of 69. c. LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMAN INVESTIGATIONS (LGSCO) Where it appears that a Council’s own investigation has not resolved the complaint, the complainant is entitled to refer their complaint to the L GSCO and at any stage of the complaint process. Table 8 - Total number of LGO investigations Period Total Number 2021/22 7 2022/23 6 2023/24 8 2024/25 8 2025/26 5  The number of investigations completed by the Ombudsman was fewer than past years when comparing the 2025/26 figure of 5 with previous years. A brief note of all 5 complaint investigations completed by the Ombudsmen for 202 5/26 and the outcome is set out below: Complaint details Outcome of complaint 8864-3048-7863-4173 Mr X complained that the care provider failed to contact him, as agreed, when carers failed to gain access to his mother’s property to deliver care services on three subsequent days. Upheld The Council accepted that care provider failed to contact Mr X when they could not gain access to his mother’s property. The Council apologised, paid a sum in compensation and its Quality Assurance Team addressed this issue with the care provider to prevent similar situations happening again. Corporate Resources & Infrastructure Select Committee – 23 September 2026 Page 26 Part I – Public 0319-8675-5403-7524 Miss X complained that the Council failed to respond and effectively deal with the safeguarding concerns reported to it. Upheld The Council accepted that we did not update Miss X about the referral she made in late December 2024. We apologised for this. 5120-4687-2974-4972 Ms X complained about the support she received from the Council’s adult social care service. She believes the Council’s actions caused her skin to become sore and that the social worker did not keep in contact with her. Did not investigate The Ombudsman did not investigate this complaint as there was not enough evidence of fault to justify their involvement. 7140-1577-3828-2456 Ms T complained on behalf of her relative about faults in the Council’s application of the Deprivation of Liberty Safeguards process and the distress that this caused her relative. Did not investigate The Ombudsman did not investigate this complaint as the case was before the Court to consider. 2407-7721-5250-1540 Mr F complained about health and social services. Complaint placed on hold pending the outcome of the investigation by the North West London ICB (the ICB) and Central and North West London NHS Foundation Trust (the Trust). d. COMPLIMENTS Table 9 - Number of compliments recorded Period Total number 2021/22 33 2022/23 23 2023/24 21 2024/25 11 2025/26 12 Here’s what some people said about Adult Social Care Services “I’m sending this email with regards to the support which xxxx is giving to myself in dealing with my daughter …. and my mother who is end of life. Xxxx has been providing invaluable support to myself in how to navigate xxxx through this difficult situation, as always xxxx has provided clear strategies and provided the necessary information into visual stories that have explained things to xxxx in a clear way, I’m extremely thankful for all the help xxxx is giving to us and this has in turn turned what I thought was an impossible situation for xxxx to deal with into something we can both deal with, the weight has been lifted from my shoulders, knowing that the support is there and I’m not dealing with xxxx emotions, questions and feelings alone, xxxx has been amazing as always and I’m so thankful that she is providing us support, xxxx does amazing things her insight into young adults with learning disabilities is amazing and you should be very proud of her and everything she has accomplished for us.” “I had a stroke in January. From then, I installed a Telecare system of Hillingdon. The application and installation were quick and easy. The council workers were very nice and Corporate Resources & Infrastructure Select Committee – 23 September 2026 Page 27 Part I – Public helpful. On 2 June Monday night, I had a terrible fall in the garden and broke my upper arm. I pressed the Telecare button. While I was waiting for the ambulance, a lady and a gentleman from the Telecare Hillingdon office came to my house. They calmed me down when i was totally in the shock by my horrible conditions. They waited for the paramedic with me. I was and am so grateful to both of them. The warm hands and soft and affirmative voices really save me. They will be in my mind forever. Thank you very much.” “Dear xxxx hooray, the DPA/equity release is finally sorted! No wonder everybody hates solicitors! Thank you so very much for all your help which I’m sure went on until the very final day of this drawn-out process, all the way through from the beginning of this nightmare in 2019. I think you know by now how much your endless help and kindness meant to me; I will indeed never forget it. Thanks also to xxxx and all in the team who have assisted so kindly. I send all good wishes for the future!”

Corporate Resources & Infrastructure Select Committee – 23 September 2026 Part I – Public HILLINGDON GROWTH PLAN DELIVERY UPDATE Committee name Corporate Resources & Infrastructure Select Committee Officer reporting Julia Johnson, Director of Planning and Sustainable Growth Papers with report None Ward All HEADLINES This report provides an update on delivery of the Hillingdon Growth Plan, adopted by Cabinet in July 2026. It summarises the governance arrangements, priority workstreams and key projects now underway to turn the Plan’s long-term vision into practical outcomes for residents, businesses and town centres across the borough. RECOMMENDATION That the Committee: 1. Note and comment on the delivery strategy outlined in the report SUPPORTING INFORMATION The report is intended to give Members a clear view of how the Growth Plan is moving from strategy into delivery, where governance is being put in place, and how individual projects are being coordinated across development, regeneration, skills and inward investment. 1. Background Delivery of the Hillingdon Growth Plan is being led by the Strategic Planning and Regeneration service through a series of workstreams aligned to the Plan’s priorities. Nearly every public-facing Council department will contribute directly or indirectly to the Growth Plan’s vision and objectives, so effective cooperation and collaboration across services will be essential to successful delivery. 2. The Growth Plan The Growth Plan sets out the Council’s 10-year vision for shaping inclusive and sustainable growth across the borough. It moves from an evidence -based assessment of Hillingdon’s economic strengths and challenges, through the sectors and places with the greatest growth potential, to a clear vision for 2036 and a delivery framework organised around the three strategic pillars of Innovate, Connect and Thrive. Delivery will be coordinated across Council services and external partners through a new Hillingdon Growth Board, ensuring that investment, infrastructure, skills, housing and regeneration activity are aligned and translated into benefits for residents and businesses. This borough -wide approach is given a more specific spatial focus through four priority growth areas: Corporate Resources & Infrastructure Select Committee – 23 September 2026 Part I – Public - Uxbridge and Brunel quarter – West Tech London. By leveraging its university presence, young demographic and commercial base including multinational headquarters, Uxbridge will grow as a centre of knowledge led enterprise and innovation , with the Vision for the town centre fully realised to help attract investment. - Hayes, Stockley Park and the Old Vinyl Factory – creative cluster and innovation . Leveraging excellent connectivity, heritage assets like the Old Vinyl Factory, Stockley Park and an existing cluster of creative and screen businesses, Hayes will be supported to host new investment and grow existing enterprises focused in these industries. - Heathrow Economic Activity Zone – the enormous economic benefits of Heathrow airport will be better captured locally through a Heathrow Economic Activity Zone, where a variety of interventions and levers will attract further investment and business clustering, ensuring that benefits circulate within the local supply chain alongside delivery of the Hayes Framework to improve quality of life for residents long-term. - Towns and green spaces north of the A40 – the Council will build on the existing natural assets and access to nature around the towns north of the A40 to enhance their position as life -style led suburban centres with thrivi ng highstreets, green corridors and leisure activities. 3. Delivery strategy 3.1 Governance The Growth Board, chaired by the Leader of the Council, will provide the overarching governance for the Growth Plan and is expected to be established later this year. Officer delivery groups, chaired by the Director of Planning and Sustainable Growth, are managing the day-to-day delivery of programmes that either sit directly within the Growth Plan or make a significant contribution to its objectives. At the more local level, the Hayes Town Partnership Board already exists but has not met for some time; it is being restarted with officer support and is expected to meet again in autumn 2026. An Uxbridge Town Centre Steering Group, including the BID, Brunel University, major landowners and other key stakeholders, is also expected to hold its first meeting in autumn 2026. 3.2 Resourcing The delivery of the Growth Plan is being le d by the council's Regeneration and Economic Development manager. The 2026/27 Budget made provision for two Area Regeneration officers – one of Uxbridge and one for Hayes – which are being funded on an ongoing basis from the council's Neighbourhood CIL receipts. These officers are both managing the programme of activity in their areas and overseeing project delivery. 3.3 Communications A dedicated growth communications plan is being developed, and area -specific local growth steering groups are being established for Hayes and Uxbridge so that local stakeholders can inform project design and delivery. 3.4 Workstreams Delivery is being ta ken forward through five connected workstreams: Development, Regeneration, Skills, Inward investment and Housing. Together these workstreams align planning policy, infrastructure, town centre renewal, employment support and investor engagement so that the Growth Plan moves from strategic ambition into funded, deliverable projects. Corporate Resources & Infrastructure Select Committee – 23 September 2026 Part I – Public 3.4.1 Development Development work is focused on aligning the Local Plan Review, Infrastructure Delivery Plan and emerging Spatial Vision and Growth Areas Framework with the Growth Plan. This will help ensure that town centre policy, infrastructure priorities and major planning applications support equitable growth, including opportunities such as the proposed extension of Hayes’ designated town centre to include the Old Vinyl Factory. 3.4.2 Regeneration Regeneration delivery is focused on Uxbridge and Hayes. In Uxbridge, externally funded projects are progressing following Cabinet adoption of the Uxbridge Vision, including Civic Centre forecourt improvements, wayfinding and signage, St Andrew’s Roundabout feasibility work, public realm opportunities around Station Square and Windsor, and joint project development with the Uxbridge BID. In Hayes, the Regeneration Framework is being developed with £50,000 of GLA funding and is due for Cabinet consideration in November 2026. It will provide a long -term vision and costed project bank for coordinating growth, public realm improvements, investment and access to local amenities. Hayes Town Centre has also benefited from £450,000 of Good Growth Fund investment for public realm enhancements, vacant space activation and evidence -based studies, informed by engagement with 335 local residents. At Hayes & Harlington Station, agreements with surrounding landowners are supporting design and delivery proposals to improve lighting, safety, wayfinding, seating, public realm quality and links between the station, Hayes High Street and the Old Vinyl Factory. At the Old Vinyl Factory, studies and recent activation events have demonstrated both the area’s potential and local demand for more activity, with festival attendance increasing from 1,200 to more than 1,600 people and over 90% of surveyed attendees wanting similar events in future. Officers are working with landowners and consultants to attract occupiers, activate vacant commercial space and explore community use of a vacant unit on a peppercorn lease. Hayes town centre canal -side redesign proposals are being developed by Muf architectur e and are funded through UKSPF. The aim is to create a more attractive, safe and accessible canal - side destination by Western View in Hayes. Engagement with residents, stakeholders and young people is informing the designs, with a costed proposal due in Oc tober 2026 to support bids for grant funding and investment to deliver this transformational project. A Markets Strategy and test markets in Uxbridge and Hayes have also been commissioned through UKSPF to strengthen the evidence base for improved town cen tre market provision, support local entrepreneurs and inform future implementation. 3.4.3 Skills The skills workstream is focused on ensuring residents can access the employment opportunities created through growth. UK Shared Prosperity Fund support del ivered between 2024 and 2026 has enrolled over 500 local SMEs on business support courses and over 500 residents on skills and employability programmes, with 87 residents securing lasting employment. Corporate Resources & Infrastructure Select Committee – 23 September 2026 Part I – Public Officers are developing a Hillingdon Skills Plan to ide ntify local skills gaps and guide future Council-led interventions, drawing on provider and employer evidence and the West London Local Skills Employment Plan while maintaining a Hillingdon-specific focus. Delivery will be supported through Section 106 sk ills and employment contributions, which were brought in-house in April 2026, with a dedicated S106 Skills and Employment Officer due to start in October 2026. Officers are also bidding for other available skills funding, including the Jobs Guarantee Scheme, a grant of more than £650,000 to create funded jobs for young people who are not in education, employment or training, with the bid outcome expected in September 2026. 3.4.4 Inward investment Heathrow Economic Activity Zone The inward investment workstream is focused on turning Hillingdon’s growth opportunities into clear propositions for partners and investors. Through a tri -borough partnership with Hounslow and Slough, consultants Arup are developing a roadmap for a Heathrow Economic Activity Zone, including high-impact interventions, local capture of economic benefits and governance options, with recommendations expected in autumn 2026. WestTech London Officers are also working with Brunel University on a business case for a WestTech London facility in Uxbridge to support startups, SMEs and graduates, provide incubation space and help retain growing businesses in the borough. Hayes Creative Enterprise Zone In Hayes, officers are working with Hillingdon Chamber of Commerce and West London Business to support the creative and screen industries cluster, with a view to strengthening the case for future Creative Enterprise Zone designation. Connection greens spaces north of the A40 Work to connect green spaces north of the A40 will be de veloped further as part of the Growth Plan’s focus on thriving town centres, green corridors and improved access to nature. The first stages of this will be inform by the Spatial Vision which is due to commissioned over the next six weeks. Promotional activities and events Promotional activity will support this investment pipeline. Members and officers are attending the London Real Estate Forum in September 2026, planning a further Hillingdon investment conference in spring 2027, and preparing for UKREiiF 2027, where the Council expects to present more specific and deliverable investment opportunities aligned with the Growth Plan. 3.4.5 Housing Delivery Officers are working with external agencies including the GLA and Homes England as well as potential investors and developers to identifies mechanisms through which housing delivery can be unlocked on sites across the borough. There is currently a specific focus on the remaining sites on St Andrews Park including Grays Road for which the council has submi tted a planning application as part of delivering the wider Uxbridge Vision. Corporate Resources & Infrastructure Select Committee – 23 September 2026 Part I – Public 3.5 Risks Key delivery risks include the need to coordinate activity across multiple Council services, maintain momentum with external partners, secure sufficient resources for priority projects and convert strategies into funded delivery programmes. These risks will be managed through the Growth Board, officer delivery groups, local steering groups and continued alignment with funding opportunities, planning policy and infrastructure delivery. RESIDENT BENEFIT The vision statement of the Hillingdon Growth Plan is that: ‘By 2036, people will choose us for our unique combination of attributes: our rich, diverse cultural offer, one of London’s greenest boroughs, excellent connectivity that works for all residents, and high streets with real character. Our economy will thrive on innovation and heritage, where growth and renewal is anchored by our history. Our residents will stay to build careers with real progression and raise families in communities they’re proud to call home.’ As outlined in this report, a significant programme of work is underway, combining quick wins with longer-term strategic projects. The programme is expected to benefit residents and businesses by improving access to skills and employment opportunities, enhancing town centres and green spaces, supporting housing availability and affordability, and attracting investment in public amenities and infrastructure. BACKGROUND PAPERS Hillingdon Growth Plan: https://pre.hillingdon.gov.uk/hillingdon-growth-plan

Corporate Resources & Infrastructure Select Committee – 23 September 2026 Part I – Public NATIONAL PLANNING REFORMS Committee name Corporate Resources & Infrastructure Select Committee Officer reporting Julia Johnson, Director of Planning and Sustainable Growth Papers with report None Ward All HEADLINES This report provides a summary of the national planning reforms, comprising the newly adopted National Planning Policy Framework , the new plan -making regulations, and describes the potential impacts for residents of LB Hillingdon. RECOMMENDATION That the Select Committee notes the contents of the report. SUPPORTING INFORMATION National Planning Policy Framework Update On 17 August 2026, the Ministry of Housing, Communities and Local Government published the revised National Planning Policy Framework (NPPF) . This followed a consultation on a draft version in December 2025. LB Hillingdon provided a comprehensive response to the 2025 consultation setting out many of the concerns identified below. Officers have noted that following publication of the final revised NPPF, the government did not make substantive changes to the draft. The new NPPF is the biggest change since its introduction in 2012. The new NPPF provides a more rules -based approach through publishing national plan -making and decision -making policies which take precedence over Local Plan policies. These policies apply now. This will have significant impacts over development in Hillingdon, as summarised in this report. Nationally set policies The new NPPF shifts large areas of policy making from Local Planning Authorities to the national level. The NPPF now contains objectives, policies for plan -making, and policies for decision - making.  For plan -making the NPPF requires that plan -makers do not duplicate, substantively restate or modify the content of the national decision-making policies (PM6(b)).  For decision-making the NPPF states that development plan policies which are materially inconsistent with national decision -making policies should be given very limited weight, except when adopted under the new NPPF (Annex A(2)). Corporate Resources & Infrastructure Select Committee – 23 September 2026 Part I – Public The presumption in favour of sustainable development The NPPF includes a new presumption in favour of sustainable development with significant new effects. The presumption applies on all development proposal sites. A different policy applies whether you are within settlements (Policy S4) or outside of settlements (Policy S5). Within settlements (S4) there is a very high bar for refusing permission. It states that development proposals should be approved unless the benefits of doing so would be substantially outweighed by any adverse effects (S4(1)). The approach outside settlements is more restrictive. Development should be approved only when it falls within a limited list of circumstances set out in Policy S5. These circumstances include categories from the previous framework, such as agriculture, forestry, outd oor sport and recreation, and previously developed land. The new NPPF adds support for:  development near railway stations and  development meeting unmet needs where it is well related to an existing settlement. Development near railway stations A significant addition in the new NPPF is specific and strong support for development near railway stations. The NPPF supports development near railway stations where it is within reasonable walking distance (800m), is well related to the settlement, and i s a scale that can be accommodated by infrastructure (Policy S5(h)). Policy GB7 sets out that development near railway stations is supported even if it is on Green Belt land. All railway stations in Hillingdon meet the NPPF thresholds to be considered unde r Policy S5. West Ruislip and Northwood stations have golf courses within 800m which therefore gain in principle national support for development. Development on Grey Belt The new NPPF provides significant support for development in the Green Belt where it is on ‘Grey Belt’ land. Grey Belt land is defined as Green Belt land that does not strongly contribute to any of purposes (a), (b), or (d):  Purpose (a): to check the unrestricted sprawl of large built-up areas  Purpose (b): to prevent neighbouring towns merging into one another  Purpose (d): to preserve the setting and special character of historic towns. The Greater London Authority has published a Green Belt Assessment for London which identifies significant parcels of land that is potentially Grey Belt across Hillingdon. This forms part of the evidence base for the new London Plan. LB Hillingdon is preparing its own Green Belt Assessment to check and challenge these fi ndings which will be published alongside our Draft Local Plan. NPPF Policy GB7 sets out development which is appropriate on Green Belt land. This includes categories carried over from the previous framework including agriculture and forestry. A significant new addition is support for development on Grey Belt land (Policy GB7(h)). Development on Grey Belt is supported where it does not fundamentally undermine the purposes of the remaining green belt, where there is unmet need for the type of development pro posed, where the development is a sustainable location, and where housing is proposed, it meets the Corporate Resources & Infrastructure Select Committee – 23 September 2026 Part I – Public ‘Golden Rules’ (Policy GB8). This potentially creates new national support for development across parts of Hillingdon’s Green Belt. Policy weight The NPPF sets what weight decision-makers should apply across several policy areas. It states that substantial weight should be given to:  Providing homes that meet identified needs (Policy HO7),  The economic benefits of proposals for commercial development which a llow businesses to invest, expand and/or adapt: (Policy E2),  Supporting the overall vitality and viability of the town centre (Policy TC2),  The benefits of renewable and low-carbon energy development (Policy W3),  Passing the “Golden Rules” (Policy GB8),  The benefits of new public service infrastructure or community facilities (Policy HC4) and  Good design (Policy DP3). The Council is preparing a Local Plan to set the vision and strategy for development over the next 15 years. This will be the key mechanis m to control the impacts of national planning reform in Hillingdon. Key Concerns for Hillingdon Residents 1. Increase pressure on Green Belt land The revised NPPF introduces stronger national support for development on some Green Belt land classified as Grey Belt, as well as land near railway stations. This may increase development pressure on parts of Hillingdon currently valued for their openness and contribution to the borough's suburban character 2. Reduced local control over planning decisions The reforms place greater weight on nationally set planning policies and reduce the scope for local planning authorities to apply locally specific policies. Residents may perceive that local influence over planning decisions is reduced as a result 3. More housing and higher density around stations The NPPF provides strong support for development within walking distance of railway and Underground stations. This is likely to increase development interest in areas around Hillingdon's transport hubs and may result in pro posals for higher -density development than has historically been the case 4. Infrastructure may struggle to keep pace with growth Additional development may increase demand for schools, healthcare facilities, transport networks, open spaces and other community infrastructure. Ensuring that infrastructure investment keeps pace with growth will be an important consideration for the Council. 5. Character of suburban areas The emphasis on housing delivery and efficient use of land may lead to proposals for more Corporate Resources & Infrastructure Select Committee – 23 September 2026 Part I – Public intensive forms of development in some locations. Residents may have concerns regarding the impact of this on the character, appearance and amenity of established communities. 6. Greater difficultly resisting speculative development The revised NPPF introduces a stronger presumption in favour of sustainable development and requires substantial weight to be given to a number of nationally defined objectives, including housing delivery. This may reduce the Council's ability to resist so me development proposals that would previously have been refused, particularly where applicants can demonstrate compliance with national policy National Scheme of Delegation The Town and Country Planning (Discharge of Local Planning Authority Functions) (England) Regulations 2026 introduces a National Scheme of Delegation which all relevant local planning authorities in England must follow from 31 October 2026. The Regulations divide planning applications into three broad categories: • Schedule 1 applications, which must be determined by Officers, unless they are own -interest applications. This includes all including householder, minor commercial and minor residential applications. This will be the most significant change for residents and Members as there was previously an opportunity to refer these types of applications to Planning Committee via a petition or ward member call-in. • Schedule 2 applications, which are presumed to be delegated to Officers but may be referred to Planning Committee where the statutory Gateway Test is met and the Nominated Member and Nominated Officer agree; and • own-interest applications, which may be referred to Planning Committee where the Nominated Member and Nominated Officer agree, without the Gateway Test applying. The statutory Gateway Test is met where an application raises one or more issues of economic, social or environmental significance to the local area, or one or more significant planning matter having regard to the development plan and other material considerations. The application of this test must be assessed by a Nominated Officer and a Nominated Councillor. If the required agreement on the Gateway Test is not reached, the legislation states that the application must be determined by an Officer. The detailed practical arrangements for operating are being presented at September Full Council as amendments are required to the Council's Constitution. Local Plan System Changes The Town and Country Planning (Local Planning) (England) Regulations 2026 came i nto force on 25 March 2026, replacing the 2012 plan -making regulations. The regulations set out a new plan-making process. This process includes a period of early engagement followed by two rounds of public consultation Corporate Resources & Infrastructure Select Committee – 23 September 2026 Part I – Public and three Gateway Assessments. The second and third gateway assessments are led by the Planning Inspectorate where key issues are considered early and to determine whether the plan can proceed to examination. Under the new system, Local Plans should be prepared within 30 months. Plan examination is expected to occur within 30 months, ideally lasting no more than six months. Hillingdon is preparing its Local Plan under this new plan-making system. We have published our Notice of Intention to commence Local Plan preparation and our Local Plan timetable . We undertook the Local Plan Scoping Consultation from 9 July 2026 to 21 August 2026. The Scoping Consultation was undertaken using the online citizen engagement platform Commonplace. We are reviewing responses to the Local Plan Scoping Consultation and developing the Draft Local Plan content and evidence for consultation later in 2026. PERFORMANCE DATA N/A. RESIDENT BENEFIT The new NPPF has specifically been revised to focus on the delivery o f additional housing for which there is an identified need. FINANCIAL IMPLICATIONS The preparation of new Local Plan has ongoing cost implications for the council which are being made from existing budgets. The council has also received a grant from central government to fund work on its Green Belt review and its Local Plan review. LEGAL IMPLICATIONS The new NPPF is a material consideration in the determination of planning applications and will need to be addressed as part of the planning balance in planning decisions. BACKGROUND PAPERS NIL. APPENDICES NIL.

Corporate Resources & Infrastructure Select Committee – 23 September 2026 Part I – Public POLICY REVIEW DISCUSSION & GUIDANCE Committee name Corporate Resources & Infrastructure Select Committee Officer reporting Ryan Dell, Democratic Services Papers with report Appendix 1 – Guidance on undertaking policy reviews Ward All HEADLINES The Committee does not necessarily need to agree to undertake a review at this meeting, but should it wish to discuss ideas regarding suitable policy review topics, this report provides the basis for that. It includes guidance on the Committee’s remit, an overview of how reviews can be undertaken, potential new and previous review topics and a scorecard to use to assess. RECOMMENDATIONS That the Committee: 1. Notes the guidance on undertaking policy reviews in Appendix 1; 2. Seeks to make use of the scorecard attached in Appendix 1 (Annex A) to assess any policy review topic ideas; 3. Considers a single or shortlist of potential topic ideas over the coming months or year for officers to scope further and report back to the Committee; and 4. Delegates to the Democratic Services Officer, in conjunction with the Chair (and in consultation with the Opposition Lead) any further agreement on review topic selection as required. SUPPORTING INFORMATION Remit Cabinet Portfolios Officer Directorates Service Areas Leader of the Council Chief Executive’s Office Communications & Resident Engagement Residents Services Strategic Property Growth Strategy Inward Investment Business Engagement Heathrow Airport High Speed 2 (HS2) Corporate Resources & Infrastructure Select Committee – 23 September 2026 Part I – Public Corporate Services, Digital & Transformation Chief Executive’s Office Democratic Services Human Resource, incl. health and safety Legal Services Corporate Services Business Intelligence Digital Services Complaints – “Member Responsible for Complaints” under Ombudsman Codes Planning, Housing & Property Residents Services Directorate Planning Services (incl. planning policy, building control services, specialist planning & conservation areas) Regeneration (incl. town centres, master planning) Local Plan Building Control & Safety Housing Strategy HRA Delivery Plan Housing Management (incl. tenancy) Homelessness Prevention Rough Sleeper Prevention Private Rented Sector Housing / HMOs licensing and enforcement Property, incl. Estates & Acquisitions Commercial Leases & Disposals Capital Programme / Major Construction Facilities Management / Security Planned Works and Repairs & Engineering of Housing/Corporate Estate Selecting a topic and undertaking a review Appendix 1 attached provides detailed guidance on selecting topics and undertaking any policy review. A Policy Review Topic Scorecard is provided to assist with this. Further guidance can be sought from Democratic Services. Previous policy reviews It is advised not to review an area that has either been recently reviewed by a committee or is subject to internal review or planned service transformation to avoid duplication and additional resourcing. List below shows only those policy reviews relevant to this committee’s revised remit over the last 4 years. All reviews and their recommendations were approved by Cabinet and relevant committees have monitored their implementation at subsequent meetings. 2025 – Maximising council spaces: a review of business and private hire opportunities (scoping report only) – review paused and interim findings submitted to Cabinet Members. 2025 – Homeless Prevention and the customer journey Corporate Resources & Infrastructure Select Committee – 23 September 2026 Part I – Public 2022 – Our engagement with tenants and leaseholders Implications on related Council policies A statutory role of the Select Committees is to undertake reviews and make recommendations to the Cabinet who are responsible for the Council’s policy and direction. Reviews selected should be consistent with the Council’s policy and budgetary framework. How this report benefits Hillingdon residents None at this stage, pending any findings and recommendations devised in the final report. FINANCIAL IMPLICATIONS None at this stage. LEGAL IMPLICATIONS None at this stage. BACKGROUND PAPERS NIL. APPENDIX Appendix 1 – Guidance on undertaking policy reviews. Corporate Resources & Infrastructure Select Committee – 23 September 2026 Part I – Public Appendix 1 - Guidance on undertaking policy reviews Over the years, Hillingdon’s Select Committees have undertaken successful in-depth reviews of Council services and policies. This has resulted in a number of positive changes locally, with some also affecting policy at a national level. Such Committees engage Councillors in a wide range of Council activity and build a greater understanding about service provision to residents. Policy reviews generally seek to: 1. Address a [significant] matter affecting the Borough 2. Seek to improve the delivery and/ or efficiency of local services 3. Consider changes to policies or procedures to improve outcomes to residents/users REVIEW PHASES The typical phases of a review are as follows and set out further below: 1 Selection of topic 2 Scoping the review/ setting out objectives 3 Witness & evidence stage (this is the main activity) 4 Findings and Draft recommendations (possible early report draft) 5 Final report approved by Committee 6 Referred to Cabinet for consideration 7 Monitoring the implementation of recommendations once approved / amended by Cabinet at meetings, i.e. in six months 1. Selection of topic Choosing the right topic is key. There are often many ideas, so focus on what will add the most value. Topics should be clear and specific (e.g. not a broad area like “waste services”, but a defined issue within it). Assessing and testing topics Before agreeing a topic, Members should:  Check whether the issue is already being reviewed or planned by Cabinet or officers  Avoid duplicating other work  Consider whether it is suitable and achievable for scrutiny To help decide:  Use the Scorecard (Annex A) to assess impact and value  Consider adding the topic as an information report first to explore it further before committing to a full review Corporate Resources & Infrastructure Select Committee – 23 September 2026 Part I – Public Scope and timing  Narrow issues may be suitable for a single meeting review  Broader or more complex issues may require a full review over several months Where ideas come from Topics can be suggested by:  Committee or Cabinet Members  Partners or organisations  Residents  Relevant Council officers  Ombudsman findings Capacity It is recommended the Committee undertakes one review at a time to ensure focus and quality 2. Scoping report Once a topic is agreed, officers prepare a scoping report to help plan the review. This sets out:  The aims and objectives of the review  A proposed structure and timetable (e.g. themed witness sessions)  Suggested witnesses and evidence sources  Initial lines of enquiry to guide questioning The scoping report is a working document owned by the Committee. It can be updated as the review progresses if the focus or priorities change. 3. Witness and evidence stage This stage gathers the evidence needed to support the Committee’s findings and recommendations. A strong review is based on a wide range of perspectives, including residents, partners, experts and officers. Members’ local knowledge is also an important part of the evidence base and witness sessions. The Committee can use a mix of methods, both in and outside meetings, such as:  Requesting data, reports and intelligence  Inviting Cabinet Members, officers, and external witnesses  Hearing directly from residents and service users  Surveys, social media and promoting the review to gather views  Workshops, networking events or informal sessions  Site visits (within the Borough or to other authorities)  Commissioning specialist advice or reports where needed The aim is to build a balanced, evidence-led understanding of the issues. Preparing for this stage Members can strengthen the review by:  Preparing questions for witnesses in advance Corporate Resources & Infrastructure Select Committee – 23 September 2026 Part I – Public  Reading background information on organisations or topics  Undertaking their own research  Using networks with councillors in other areas  Gathering views from residents through ward work and surgeries Good preparation and a broad evidence base will ensure the Committee is well placed to develop clear, credible findings and recommendations. 4. Findings and draft recommendations After gathering evidence, the Committee meets to agree its key findings – what needs to improve or change. From this, Members develop draft recommendations. These should:  Address the original aims of the review  Be clear, practical and achievable (SMART)  Deliver lasting improvement (not short-term fixes)  Consider cost and affordability  Be based on evidence and resident/service user insight At this stage, early engagement with the rel evant Cabinet Member is important. Draft recommendations are shared with them and also officers, to seek their views and ensure they are realistic and deliverable. Democratic Services will support the Committee throughout, helping shape findings, draft rec ommendations, and coordinate any further evidence or witnesses. If recommendations are difficult to develop, consider any conclusions arising from your review instead. 5. Final report Democratic Services works with the Chair to prepare the final report, bringing together:  Evidence gathered  The Committee’s findings  Final recommendations The Committee then formally agrees the report. 6. Referral to Cabinet The approved report is then scheduled for Cabinet. Cabinet must consider the report. If recommendations are agreed, they become formal decisions for officers to implement. 7. Monitoring recommendations A follow -up review (typically after 6 –12 months) checks progress against the agreed recommendations. This is included in the Committee’s work programme to ensure outcomes are delivered. Corporate Resources & Infrastructure Select Committee – 23 September 2026 Part I – Public Annex A - Policy Review Topic Scorecard Use this simple scorecard to compare possible review topics. Score each criterion from 1 (low) to 5 (high), then total the score. Topic Resident impact Within remit Council influence New issue Achievable Support Improves services Efficiency / savings Wider impact Total How to score  Resident impact: Will this make a noticeable difference to residents?  Within remit: Is it clearly within the Committee’s responsibilities?  Council influence: Can the Council influence or change this issue?  New issue: Has this not been reviewed recently internally or by Members?  Achievable: Can this be completed within your timeframe?  Support: Is there likely to be wide support from Members, officers or partners doing this?  Improves services: Will it address performance issues or complaints?  Efficiency / savings: Could it improve value for money or reduce costs?  Wider impact: Could it have learning beyond Hillingdon (e.g. London or national)?

Corporate Resources & Infrastructure Select Committee – 23 September 2026 Part I – Public CABINET FORWARD PLAN Committee name Corporate Resources & Infrastructure Select Committee Officer reporting Ryan Dell, Democratic Services Papers with report Appendix A – Latest Forward Plan Ward As shown on the Forward Plan HEADLINES To monitor the Cabinet’s latest Forward Plan which sets out key decisions and other decisions to be taken by the Cabinet collectively and Cabinet Members individually over the coming year. The report sets out the actions available to the Committee. RECOMMENDATION That the Committee considers the Cabinet Forward Plan. SUPPORTING INFORMATION The Cabinet Forward Plan is published monthly, usually around the first or second week of each month. It is a rolling document giving the required public notice of future key decisions to be taken. Should a later edition of t he Forward Plan be published after this agenda has been circulated, Democratic Services will update the Committee on any new items or changes at the meeting. As part of its Terms of Reference, each Committee should consider the Forward Plan and , if it deems necessary, comment as appropriate to the decision-maker on the items listed which relate to services within its remit. For reference, the Forward Plan helpfully details which committee’s remit covers the relevant future decision item listed. The Committee’s monitoring role of the Forward Plan can be undertaken in a variety of ways , including both pre -decision and post -decision scrutiny of the items listed . The provision of advance information on future items listed (potentially also draft reports) to the Committee in advance will often depend upon a variety of factors including timing or feasibility, and ultimately any such request would rest with the relevant Cabinet Member to decide. However, the 2019 Protocol on Overview & Scrutiny and Cabinet Relations (part of the Hillingdon Constitution) does provide guidance to Cabinet Members to:  Actively support the provision of relevant Council information and other requests from the Committee as part of their work programme;  Where feasible, provide opportunities for committees to provide their input on forthcoming executive reports as set out in the Forward Plan to enable wider pre -decision scrutiny (in addition to those statutorily required to come before committees , i.e. policy fr amework documents – see para. below). Corporate Resources & Infrastructure Select Committee – 23 September 2026 Part I – Public Therefore, in general, the Committee may consider the following actions on specific items listed on the Forward Plan: Committee action When How 1 To provide specific comments to be included in a future Cabinet or Cabinet Member report on matters within its remit. As part of its pre-decision scrutiny role, this would be where the Committee wishes to provide its influence and views on a particular matter within the formal report to the Cabinet or Cabinet Member before the decision is made. This would usually be where the Committee has previously considered a draft report or the topic in detail, or where it considers it has sufficient information already to provide relevant comments to the decision-maker. These would go within the standard section in every Cabinet or Cabinet Member report called “Committee comments”. The Cabinet or Cabinet Member would then consider these as part of any decision they make. 2 To request further information on future reports listed under its remit. As part of its pre-decision scrutiny role, this would be where the Committee wishes to discover more about a matter within its remit that is listed on the Forward Plan. Whilst such advance information can be requested from officers, the Committee should note that information may or may not be available in advance due to various factors, including timescales or the status of the drafting of the report itself and the formulation of final recommendation(s). Ultimately, the provision of any information in advance would be a matter for the Cabinet Member to decide. This would be considered at a subsequent Committee meeting. Alternatively, information could be circulated outside the meeting if reporting timescales require this. Upon the provision of any information, the Committee may then decide to provide specific comments (as per 1 above). 3 To request the Cabinet Member considers providing a draft of the report, if feasible, for the Committee to consider prior to it being considered formally for decision. As part of its pre-decision scrutiny role, this would be where the Committee wishes to provide an early steer or help shape a future report to Cabinet, e.g., on a policy matter. Whilst not the default position, Committees do occasionally receive draft versions of Cabinet reports prior to their formal consideration. The provision of such draft reports in advance may depend upon different factors, e.g., the timings required for that decision. Ultimately any request to see a draft report early would need the approval of the relevant Cabinet Member. Democratic Services would contact the relevant Cabinet Member and Officer upon any such request. If agreed, the draft report would be considered at a subsequent Committee meeting to provide views and feedback to officers before they finalise it for the Cabinet or Cabinet Member. An opportunity to provide specific comments (as per 1 above) is also possible. 4 To identify a forthcoming report that may merit a post- decision review at a later Committee meeting As part of its post-decision scrutiny and broader reviewing role, this would be where the Select Committee may wish to monitor the implementation of a certain Cabinet or Cabinet Member decision listed/taken at a later stage, i.e., to review its effectiveness after a period of 6 months. The Committee should note that this is different to the use of the post-decision scrutiny ‘call-in’ power which seeks to ask the Cabinet or Cabinet Member to formally re-consider a decision up to 5 working days after the decision notice has been issued. This is undertaken via the new Scrutiny Call-in App members of the relevant Committee. The Committee would add the matter to its multi- year work programme after a suitable time has elapsed upon the decision expected to be made by the Cabinet or Cabinet Member. Relevant service areas may be best to advise on the most appropriate time to review the matter once the decision is made. BACKGROUND PAPERS  Protocol on Overview & Scrutiny and Cabinet relations adopted by Council 12 September 2019  Scrutiny Call-in App

Status Consultation / Scrutiny Ref Business Item Further information Ward(s) NEW ITEM CABINET meeting Cabinet Member Shareholder Committee Full COUNCIL Cabinet Member(s) Responsible Relevant Committee Report Author Corporate Director Responsible Public or Private (with reason) Consultation related to any decision & planned scrutiny committee engagement 165 Hayes Framework Cabinet will consider the adoption of a spatial Framework document for improvements and investment to Hayes Town Centre. It will set out and map proposed projects to improve the public realm, access to green spaces and the canal, public amenities and enhancements to local assets. It will set out a high-level action plan for delivery, including recommendations for funding sources such as development contributions. Hayes Town NEW ITEM 17 September Cllr Steve Tuckwell Corporate Resources & Infrastructure Sam Robbins Dan Kennedy Public 41 HRA Business Plan The Housing Revenue Account (HRA) business plan will set out a long-term financial strategy for managing council housing stock, maintain homes, fund improvements, and support new housing opportunities and development. N/A 17 September Cllr Nick Denys Corporate Resources & Infrastructure Sam Strong Dan Kennedy Public SI Corporate Disposals Programme 2026/27 As part of the Corporate Disposal programme, Cabinet will consider recommendations on property and land disposals for the financial year and make the necessary decisions on sites to be declared surplus and provide delegated authority to enable the implementation of any decisions made. TBC 17 September Cllr Nick Denys Corporate Resources & Infrastructure TBC / Richard Mortimer Dan Kennedy Private (3) SI Minor Property Transactions This monthly standing report to Cabinet covers operational property matters requiring approval. These may include: granting discounted leases to voluntary organisations; approving easements, wayleaves, or utility leases supporting capital projects; authorising academy school property issues; and agreeing leases for temporary housing or other service-related property needs. TBC 17 September Cllr Nick Denys Corporate Resources & Infrastructure TBC Dan Kennedy Private (3) SI Reports from Select Committees Reports, findings and recommendations for consideration by the Cabinet, when referred from the appropriate Committee. All 17 September TBC TBC Democratic Services Public SI Public Preview of matters to be considered in private A report to Cabinet to provide maximum transparency to residents on the private matters to be considered later in Part 2 of the Cabinet meeting and agenda. TBC 17 September TBC TBC Democratic Services Public SI Hillingdon First Ltd. reporting The Shareholder Committee, comprising relevant Cabinet Members, will receive the Annual Accounts and Annual Business Plan for the Council's property and trading company. N/A 17 September Shareholder Committee Members Corporate Resources & Infrastructure TBC Sandra Taylor Private (3) Decision-Maker Cabinet / Committee Leads & Officers SEPTEMBER 2026 1 Status Consultation / Scrutiny Ref Business Item Further information Ward(s) NEW ITEM CABINET meeting Cabinet Member Shareholder Committee Full COUNCIL Cabinet Member(s) Responsible Relevant Committee Report Author Corporate Director Responsible Public or Private (with reason) Consultation related to any decision & planned scrutiny committee engagement Decision-Maker Cabinet / Committee Leads & Officers 170 Residential Development of Gray's Road Site, Uxbridge Cabinet will consider a major development project, as set out in its Housing Capital Programme, for the delivery of affordable housing on the Gray’s Road site, Uxbridge and progress demolition of existing vacant properties on site along with delegated authority for future decisions on this project for responsive delivery. N/A NEW ITEM 22 October Cllr Nick Denys Corporate Resources & Infrastructure Neena Singh / Michael Naughton Dan Kennedy Public Consultation with clients 164 Purchase and implementation of Asset Management IT System Cabinet will consider purchase and implementation of an asset management IT system in order to efficiently manage the Council land and built assets and aid strategic decision- making. N/A NEW ITEM 22 October Cllr Nick Denys Corporate Resources & Infrastructure Brian Cotter Dan Kennedy Private (3) 167 Software Support and Maintenance for the Council’s HR System Cabinet will be asked to approve awarding a contract for the provision of the continued annual hosting, support & maintenance of the HR corporate system and cloud solution N/A NEW ITEM 22 October Cllr Richard Mills Corporate Resources & Infrastructure Helen Vincent / Peta Newlin Matthew Wallbrigde Private (3) 139 Fire Risk Assessments Following a Procurement exercise, approval is sought to appoint a contractor to conduct Fire Risk Assessments in Housing and Corporate Properties. All 22 October Cllr Nick Denys Corporate Resources & Infrastructure Alana Martin / Paul Soward Dan Kennedy Private (3) 136 Corporate Peer Review The Local Government Association (LGA) conducts Corporate Peer Challenges to provide councils with constructive peer feedback on their performance and improvement strategies. Reports and action plans are published following these reviews, detailing findings and recommendations, which will be presented to Cabinet for consideration. All 22 October Cllr Steve Tuckwell All LGA Tony Zaman / All Public OCTOBER 2026 2 Status Consultation / Scrutiny Ref Business Item Further information Ward(s) NEW ITEM CABINET meeting Cabinet Member Shareholder Committee Full COUNCIL Cabinet Member(s) Responsible Relevant Committee Report Author Corporate Director Responsible Public or Private (with reason) Consultation related to any decision & planned scrutiny committee engagement Decision-Maker Cabinet / Committee Leads & Officers 121 Old Vinyl Factory Conservation Area Appraisal Following consultation, Cabinet will consider the outcome and whether to adopt the Old Vinyl Factory Conservation Area Appraisal as a formal planning document, so that it may be used to guide development proposals, inform decision making, and support the protection of the proposed Conservation Area. Hayes Town 22 October Cllr Nick Denys Corporate Resources & Infrastructure Antonia Whatmore Dan Kennedy Public Public consultation 45a Housing Strategy (Policy Framework) The Housing Strategy is a key policy framework document and provides the borough's strategic direction and priorities for housing services. Cabinet will approve commencement of formal consultation process. This is policy framework document under the Council's Constitution so it will be subject to statutory public consultation including by the relevant select committee, before further Cabinet, and ultimately full Council, consideration. All 22 October 13 May 2027 Cllr Nick Denys Corporate Resources & Infrastructure Debbie Weller Dan Kennedy Public Statutory consultation and select committee 156 West London Waste Plan (policy framework) Following consultation, Cabinet will consider recommending to full Council the West London Waste Plan. This Plan forms part of the Council's development plan documents, therefore it is policy framework. N/A 22 October 26 November Cllr Nick Denys Corporate Resources & Infrastructure Gavin Polkinghorn / Elizabeth Bundred Woodward Dan Kennedy Public Statutory consultation and select committee 157 Local Plan - Draft for consultation (policy framework) To seek Cabinet agreement to undertake a public consultation on the Local Plan at Draft Plan stage in line with Regulation 18 of the Town and Country Planning (Local Planning) (England) Regulations. This is policy framework document under the Council's Constitution so it will be subject to statutory public consultation including by the relevant select committee, before further Cabinet, and ultimately full Council, consideration. All 22 October Date TBC Cllr Nick Denys Corporate Resources & Infrastructure Gavin Polkinghorn Dan Kennedy Public Statutory consultation and select committee 3 Status Consultation / Scrutiny Ref Business Item Further information Ward(s) NEW ITEM CABINET meeting Cabinet Member Shareholder Committee Full COUNCIL Cabinet Member(s) Responsible Relevant Committee Report Author Corporate Director Responsible Public or Private (with reason) Consultation related to any decision & planned scrutiny committee engagement Decision-Maker Cabinet / Committee Leads & Officers Corporate Disposals Programme 2026/27 As part of the Corporate Disposal programme, Cabinet will consider recommendations on property and land disposals for the financial year and make the necessary decisions on sites to be declared surplus and provide delegated authority to enable the implementation of any decisions made. Various 22 October Cllr Nick Denys Corporate Resources & Infrastructure TBC / Richard Mortimer Dan Kennedy Private (3) SI Minor Property Transactions This monthly standing report to Cabinet covers operational property matters requiring approval. These may include: granting discounted leases to voluntary organisations; approving easements, wayleaves, or utility leases supporting capital projects; authorising academy school property issues; and agreeing leases for temporary housing or other service-related property needs. All 22 October Cllr Nick Denys Corporate Resources & Infrastructure TBC Dan Kennedy Private (3) SI Reports from Select Committees Reports, findings and recommendations for consideration by the Cabinet, when referred from the appropriate Committee. All 22 October TBC TBC Democratic Services Public SI Public Preview of matters to be considered in private A report to Cabinet to provide maximum transparency to residents on the private matters to be considered later in Part 2 of the Cabinet meeting and agenda. TBC 22 October TBC TBC Democratic Services Public 122 The Bull's Bridge Conservation Area Appraisal Following consultation, Cabinet will consider the outcome and consider whether to adopt The Bull's Bridge Conservation Area Appraisal as a formal planning document, so that it may be used to guide development proposals, inform decision making, and support the protection of the proposed Conservation Area. Pinkwell 19 November Cllr Nick Denys Corporate Resources & Infrastructure Antonia Whatmore Dan Kennedy Public Public consultation 24 Temporary Accommodation Action Plan Monitoring Cabinet will receive a quarterly update, or at a frequency as determined by the Cabinet Member, on progress on the delivery of the Temporary Accommodation Strategy and Action Plan presented to Cabinet in February 2025. This will be aligned with the Homelessness Prevention and Rough Sleeping Strategy and the Medium-Term Financial Strategy, which is to include details of actions taken to bring empty homes across the Borough back into occupation. All 19 November Cllr Nick Denys Corporate Resources & Infrastructure Debbie Weller Dan Kennedy Public NOVEMBER 2026 4 Status Consultation / Scrutiny Ref Business Item Further information Ward(s) NEW ITEM CABINET meeting Cabinet Member Shareholder Committee Full COUNCIL Cabinet Member(s) Responsible Relevant Committee Report Author Corporate Director Responsible Public or Private (with reason) Consultation related to any decision & planned scrutiny committee engagement Decision-Maker Cabinet / Committee Leads & Officers SI Corporate Disposals Programme 2026/27 As part of the Corporate Disposal programme, Cabinet will consider recommendations on property and land disposals for the financial year and make the necessary decisions on sites to be declared surplus and provide delegated authority to enable the implementation of any decisions made. Various 19 November Cllr Nick Denys Corporate Resources & Infrastructure TBC / Richard Mortimer Dan Kennedy Private (3) SI Minor Property Transactions This monthly standing report to Cabinet covers operational property matters requiring approval. These may include: granting discounted leases to voluntary organisations; approving easements, wayleaves, or utility leases supporting capital projects; authorising academy school property issues; and agreeing leases for temporary housing or other service-related property needs. All 19 November Cllr Nick Denys Corporate Resources & Infrastructure TBC Dan Kennedy Private (3) SI Reports from Select Committees Reports, findings and recommendations for consideration by the Cabinet, when referred from the appropriate Committee. All 19 November TBC TBC Democratic Services Public SI Public Preview of matters to be considered in private A report to Cabinet to provide maximum transparency to residents on the private matters to be considered later in Part 2 of the Cabinet meeting and agenda. TBC 19 November TBC TBC Democratic Services Public 82e West London Waste Plan (Policy Framework) Council will consider approval West London Waste Plan prior to examination. N/A 26 November Cllr Nick Denys N/A Gavin Polkinghorn / Elizabeth Bundred Woodward Dan Kennedy Public Statutory consultation and select committees 122 The Eastcote, Morford Way Conservation Area Appraisal Following consultation, Cabinet will consider the outcome and whether to adopt the Eastcote, Morford Way Conservation Area Appraisal as a formal planning document, so that it may be used to guide development proposals, inform decision making, and support the protection of the proposed Conservation Area. Eastcote 17 December Cllr Nick Denys Corporate Resources & Infrastructure Antonia Whatmore Dan Kennedy Public Public consultation 166 Infrastructure Funding Statement Cabinet will receive an annual report setting out the Council's Infrastructure Funding Statement, a document it is required to publish which also monitors spending on section 106 (developer contribution) monies along with the Community Infrastructure levy over the past year. All 17 December Cllr Nick Denys Corporate Resources & Infrastructure Andrew Tebbutt Dan Kennedy Public Corporate Resources & Infrastructure Select Committee to be consulted DECEMBER 2026 5 Status Consultation / Scrutiny Ref Business Item Further information Ward(s) NEW ITEM CABINET meeting Cabinet Member Shareholder Committee Full COUNCIL Cabinet Member(s) Responsible Relevant Committee Report Author Corporate Director Responsible Public or Private (with reason) Consultation related to any decision & planned scrutiny committee engagement Decision-Maker Cabinet / Committee Leads & Officers SI Corporate Disposals Programme 2026/27 As part of the Corporate Disposal programme, Cabinet will consider recommendations on property and land disposals for the financial year and make the necessary decisions on sites to be declared surplus and provide delegated authority to enable the implementation of any decisions made. Various 17 December Cllr Nick Denys Corporate Resources & Infrastructure TBC / Richard Mortimer Dan Kennedy Private (3) SI Minor Property Transactions This monthly standing report to Cabinet covers operational property matters requiring approval. These may include: granting discounted leases to voluntary organisations; approving easements, wayleaves, or utility leases supporting capital projects; authorising academy school property issues; and agreeing leases for temporary housing or other service-related property needs. All 17 December Cllr Nick Denys Corporate Resources & Infrastructure TBC Dan Kennedy Private (3) SI Public Preview of matters to be considered in private A report to Cabinet to provide maximum transparency to residents on the private and confidential matters to be considered later in Part 2 of the Cabinet meeting and agenda. TBC 17 December TBC TBC Democratic Services Public SI Reports from Select Committees Reports, findings and recommendations for consideration by the Cabinet, when referred from the appropriate Committee. All 17 December TBC TBC Democratic Services Public 158 Hillingdon Digital Strategy 2027-2030 The aim of this report is to bring forward for approval the next version of the Council's Digital and Data Strategy for the next 3 years. Cabinet will also review progress on the previous Strategy. N/A NEW ITEM 14 January Cllr Richard Mills Corporate Resources & Infrastructure Darren Persaud Matthew Wallbridge Public Select Committee 24 Temporary Accommodation Action Plan Monitoring Cabinet will receive a quarterly update, or at a frequency as determined by the Cabinet Member, on progress on the delivery of the Temporary Accommodation Strategy and Action Plan presented to Cabinet in February 2025. This will be aligned with the Homelessness Prevention and Rough Sleeping Strategy and the Medium-Term Financial Strategy, which is to include details of actions taken to bring empty homes across the Borough back into occupation. All 14 January Cllr Nick Denys Corporate Resources & Infrastructure Debbie Weller Dan Kennedy Public SI Corporate Disposals Programme 2026/27 As part of the Corporate Disposal programme, Cabinet will consider recommendations on property and land disposals for the financial year and make the necessary decisions on sites to be declared surplus and provide delegated authority to enable the implementation of any decisions made. Various 14 January Cllr Nick Denys Corporate Resources & Infrastructure TBC / Richard Mortimer Dan Kennedy Private (3) JANUARY 2027 6 Status Consultation / Scrutiny Ref Business Item Further information Ward(s) NEW ITEM CABINET meeting Cabinet Member Shareholder Committee Full COUNCIL Cabinet Member(s) Responsible Relevant Committee Report Author Corporate Director Responsible Public or Private (with reason) Consultation related to any decision & planned scrutiny committee engagement Decision-Maker Cabinet / Committee Leads & Officers SI Minor Property Transactions This monthly standing report to Cabinet covers operational property matters requiring approval. These may include: granting discounted leases to voluntary organisations; approving easements, wayleaves, or utility leases supporting capital projects; authorising academy school property issues; and agreeing leases for temporary housing or other service-related property needs. All 14 January Cllr Nick Denys Corporate Resources & Infrastructure TBC Dan Kennedy Private (3) SI Public Preview of matters to be considered in private A report to Cabinet to provide maximum transparency to residents on the private and confidential matters to be considered later in Part 2 of the Cabinet meeting and agenda. TBC 14 January TBC TBC Democratic Services Public SI Reports from Select Committees Reports, findings and recommendations for consideration by the Cabinet, when referred from the appropriate Committee. All 14 January TBC TBC Democratic Services Public SI Programme of Meetings for the next Municipal Year Each year the full Council agrees the programme of meetings for the ensuing Municipal Year, setting out the dates and times of Council, Cabinet and Committee meetings. N/A 21 January 2027 N/A N/A Lloyd White Public SI Council Tax-Base and Business Rates Forecast 2027/28 This report sets out the proposed Council Taxbase and Business Rates Forecast for the forthcoming financial year and in accordance with the legislation for approval by the full Council. The Council is required to calculate both its Council Taxbase as at 30 November 2023 and the Business Rates forecast for the forthcoming year by the end of January. All 21 January 2027 Cllr Eddie Lavery N/A Andy Goodwin / Matt Davis Steve Muldoon Public SI Urgent Cabinet- level decisions & interim decision- making (including emergency decisions) The Leader of the Council has the necessary authority to make decisions that would otherwise be reserved to the Cabinet, in the absence of a Cabinet meeting or in urgent circumstances. Any such decisions will be published in the usual way and reported to a subsequent Cabinet meeting for ratification. The Leader may also take emergency decisions without notice, which may be ratified at Cabinet later. Various Cabinet Member Decision - date TBC Cllr Steve Tuckwell TBC TBC Public / Private TBC Schedule of Individual Cabinet Member Decisions that may be taken each month (standard items non key-decisions) 7 Status Consultation / Scrutiny Ref Business Item Further information Ward(s) NEW ITEM CABINET meeting Cabinet Member Shareholder Committee Full COUNCIL Cabinet Member(s) Responsible Relevant Committee Report Author Corporate Director Responsible Public or Private (with reason) Consultation related to any decision & planned scrutiny committee engagement Decision-Maker Cabinet / Committee Leads & Officers SI Business, shops and commercial rents, leases, surrenders and renewals To approve various rents, leases, surrenders and lease renewals for a variety of businesses, organisations, properties or via commercial transactions, as per thresholds for decision- making set out in the Rules on Land & Property - Chapter 19 of the Constitution. Various Cabinet Member Decision - date TBC Cllr Nick Denys Corporate Resources & Infrastructure TBC Private (3) SI To consider rent reviews To consider rent reviews of commercial and other premises. tbc Cabinet Member Decision - date TBC Cllr Nick Denys Corporate Resources & Infrastructure TBC Private (1,2,3) SI Release of Capital Funds The release of all capital monies for capital spend and projects requires formal Member approval over £100k (or may be referred to the Cabinet) TBC Cabinet Member Decision - date TBC Cllr Eddie Lavery TBC various Public but some Private (1,2,3) Corporate Finance SI Housing Buy-Back / The purchase of ex Council properties or new private properties for the Council's housing supply Cabinet Members may determine, as and when required, the purchase and aquisition of new properties as part of the Housing Buy-back Scheme or using HRA funds to increase the affordable housing stock within the Borough. TBC Cabinet Member Decision - date TBC Cllr Eddie Lavery Corporate Resources & Infrastructure Ben Sargent Private (1,2,3) SI Petitions about matters under the control of the Cabinet Each month, Cabinet Members will consider a number of petitions received by local residents and decide on future action. Some petitions may be referred to a Petition Hearing where the lead petitioner and ward councillors can have their say directly to the Cabinet Member. These hearings will be scheduled on the Council's meeting calendar. TBC Cabinet Member Decision - date TBC All TBC Democratic Services Public SI To approve debt / write offs To approve individual case of debt / write offs that are in excess of £5,000 but under £50,000. n/a Cabinet Member Decision - date TBC Cllr Eddie Lavery Corporate Resources & Infrastructure Tiffany Boreham / Phil Hedges Private (1,2,3) SI To approve compensation payments To approve compensation payments in relation to any complaint to the Council in excess of £1000. n/a Cabinet Member Decision - date TBC All TBC various Private (1,2,3) SI Procurement Decisions To accept quotations, tenders, contract extensions and contract variations valued between £100k and £750k in their Portfolio Area where funding is previously included in Council budgets. n/a Cabinet Member Decision - date TBC Cllr Eddie Lavery Corporate Resources & Infrastructure various Private (3) 8 Status Consultation / Scrutiny Ref Business Item Further information Ward(s) NEW ITEM CABINET meeting Cabinet Member Shareholder Committee Full COUNCIL Cabinet Member(s) Responsible Relevant Committee Report Author Corporate Director Responsible Public or Private (with reason) Consultation related to any decision & planned scrutiny committee engagement Decision-Maker Cabinet / Committee Leads & Officers SI All Delegated Decisions by Cabinet to Cabinet Members, including tender and property decisions Where previously delegated by Cabinet, to make any necessary decisions, accept tenders, bids and authorise property decisions / transactions in accordance with the Constitution. TBC Cabinet Member Decision - date TBC All TBC various Public / Private (1,2,3) SI Sale, and conversion, of loft space to leaseholders and also extension of Leasehold Interests of flats under the 1993 Act To consider any issues in relation to loft space and also consider an extension of the leasehold interests for several flats where the Council as freeholder has received an application under the Leasehold Reform Housing and Urban Development Act 1993. The report will recommend grant of the extensions in each case where the Notice is valid and in accordance with legislation. TBC Cabinet Member Decision - date TBC Cllr Nick Denys Corporate Resources & Infrastructure TBC Private (1,2,3) SI External funding bids To authorise the making of bids for external funding where there is no requirement for a financial commitment from the Council. n/a Cabinet Member Decision - date TBC All TBC various Public SI Response to key consultations that may impact upon the Borough A standard item to capture any emerging consultations from Government, the GLA or other public bodies and institutions that will impact upon the Borough. Where the deadline to respond cannot be met by the date of the Cabinet meeting, the Constitution allows the Cabinet Member to sign-off the response. TBC Cabinet Member Decision - date TBC All TBC various Public SI = Standard Item that may be considered each month/regularly The Cabinet's Forward Plan is an official document by the London Borough of Hillingdon, UK 9

Corporate Resources & Infrastructure Select Committee – 23 September 2026 Part I – Public WORK PROGRAMME Committee name Corporate Resources & Infrastructure Select Committee Officer reporting Ryan Dell, Democratic Services Papers with report Appendix A – Work Programme Ward All HEADLINES To enable the Committee to note future meeting dates and to forward plan its work for the current municipal year. RECOMMENDATION That the Committee considers the Multi -Year Work Programme attached and agrees any amendments. SUPPORTING INFORMATION The Committee's meetings will start at 7pm and the witnesses attending each of the meetings may include representatives from external organisations, some of whom travel from outside of the Borough. Forthcoming meeting dates are as follows: Meeting Date Room 24 November 2026 CR5 20 January 2027 CR5 17 February 2027 CR5 17 March 2027 CR5 15 April 2027 CR5 Implications on related Council policies The role of the Select Committees is to make recommendations on service changes and improvements to the Cabinet, who are responsible for the Council’s policy and direction. How this report benefits Hillingdon residents Select Committees directly engage residents in shaping policy and recommendations and the Committees seek to improve the way the Council provides services to residents.

WORK PROGRAMME 2026-2030 JUL AUG SEP OCT NOV DEC JAN FEB MAR APR MAY 29 23 24 20 17 17 15 Review: TBC Policy Review Discussion & Guidance X Topic selection/ scoping stage X X Witness/ evidence/ consultation stage X X Findings, conclusions and recommendations X Final review report agreement X Target Cabinet reporting Regular service & performance monitoring Growth Agenda X Growth Plan - Delivery X X INWARD INVESTMENT London Real Estate Forum (LREF) Verbal BUSINESS ENGAGEMENT Business engagement update HEATHROW AIRPORT Officer Report - Heathrow Business Rates HIGH SPEED 2 (HS2) HS2 Progress update National Planning reforms (impact on Green Belt/ building on Green belt/ impact of the changes on residents) X West London Waste Plan X REGENERATION (INCL. TOWN CENTRES, MASTER PLANNING) Hayes Estate Regeneration Progress X LOCAL PLAN Local Plan update (part of consultation on Scoping Consultation for the Local Plan) X Verbal BUILDING CONTROL & SAFETY Building Safety Strategy/ Fire Safety in Council premises - annual monitoring report X Housing Strategy (Policy Framework) update X Homelessness and Rough Sleeping Strategy update X Temporary Accommodation Action Plan update - decreasing the need of temporary X Fire Safety in Private Residential Properties X HMOs - Licensing Article 4 Implementation X STRATEGIC PROPERTY Asset Review update (asset management system) (2027, TBC) PROPERTY, INCL. ESTATES & ACQUISITIONS Property acquisition update COMMERCIAL LEASES & DISPOSALS Leases and Disposals update CAPITAL PROGRAMME/ MAJOR CONSTRUCTION Capital Programme/ Construction update FACILITIES MANAGEMENT/ SECURITY Facilities & Security update X PLANNED WORKS AND REPAIRS & ENGINEERING OF HOUSING/ CORPORATE ESTATE Planned works & repairs update X BUSINESS INTELLIGENCE Annual Complaints & Service update report (Member responsible for complaints) X Digital Strategy update X Cyber Security update X Officer Report - Overview of ICT Operations X COMMUNICATIONS & RESIDENT ENGAGEMENT Communications & engagement update HUMAN RESOURCES, INCL HEALTH & SAFETY Staff skills, learning and development X LEGAL SERVICES Update TBC DEMOCRATIC SERVICES Cabinet Forward Plan X X X X X X X One-off information items CHIEF EXECUTIVE'S OFFICE DEMOCRATIC SERVICES Introduction to Overview & Scrunity - ALL Service briefings Past review delivery RESIDENTS SERVICES HOMELESSNESS PREVENTION Homelessness Prevention and the Customer Journey (focus on managing expectations/ advice/ early intervention) X CHIEF EXECUTIVE'S OFFICE PRIVATE RENTED SECTOR HOUSING/ HMOs CORPORATE SERVICES DIGITAL SERVICES HOUSING STRATEGY HRA DELIVERY PLAN HOUSING MANAGEMENT (INCL. TENANCY) HOMELESSNESS PREVENTION TBC TBC RESIDENTS SERVICES GROWTH STRATEGY SERVICE AREADIRECTORATE PLANNING SERVICES (INCL. PLANNING POLICY, BUILDING CONTROL, PLANNING ENFORCEMENT, SPECIALIST PLANNING & CONSERVATION AREAS) 2026/2027 CORPORATE RESOURCES & INFRASTRUCTURE