Wrthi'n llwytho
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AGREED that they had considered the report and recommend that Cabinet: (i) note the consultation and the changes made to the draft UAV/Drones Policy; and (ii) approve the amended UAV/Drones Policy.
AGREED that they had considered the report and recommend that Cabinet to approve the proposed Communications Strategy.
AGREED that the contents and the level of engagement and participation activity undertaken by the Council during 2025–26 be noted and referred to Cabinet.
AGREED to note the content of the Forward Work Programme subject to noting:- (i) that an additional meeting would be arranged in the autumn due to the number of items that was required to be considered; and (ii) concerns that there was no update in relation to County Farms, following several emails being sent to the Officer responsible for this, it was noted that this was delaying the work of the Task and Finish group on this issue
Councillor Hugh Hughes apologised for his inability to attend the meeting.
The Chair expressed thanks to the previous Chair, Councillor Elaine Evans, for her dedicated leadership over the past two years.
None.
Y penderfyniad fel y'i cofnodwyd
AGREED that they had considered the report and recommend that Cabinet: (i) note the consultation and the changes made to the draft UAV/Drones Policy; and (ii) approve the amended UAV/Drones Policy.
Consideration was given to the Unmanned Aerial Vehicles UAV/Drones Policy. Prior to the meeting, Committee Members had been invited to attend a drone demonstration, which was welcomed and was beneficial in informing their consideration of the report. It was reported that the draft UAV / Drones Policy was presented to the Corporate Resources Overview and Scrutiny Committee on 11 November 2025. Following consideration, Members agreed that the proposed policy be referred to Cabinet for consideration and agreement to undertake a public consultation. The draft policy was subsequently presented to Cabinet on 2 December 2025, where it was agreed that the policy be subject to a full public consultation. It was further requested that, following the consultation, the policy be referred back to the Corporate Resources Overview and Scrutiny Committee prior to being presented to Cabinet for final approval. The public consultation was undertaken between 2 December 2025 and 14 January 2026. The consultation was widely publicised and made available online via the Council’s website, with paper copies also available at Council offices and libraries. A total of 243 responses were received, comprising 239 online submissions and 4 written responses. The responses were analysed and grouped into broad categories. A table detailing the grouped responses, together with associated comments and proposed amendments to the policy. The policy was subsequently updated to reflect the feedback received, with the amendments incorporated and identified. The following was also noted by the Committee: - • the Council’s policy complements the Civil Aviation Authority (CAA) requirements. The authority like other drone operators would be subject to scrutiny by the CAA, who also carry out random spot checks on operators to ensure they were complying with national guidance. •it was confirmed that Aerial monitoring would also reduce the need for staff to enter potentially hazardous or inaccessible premises or land, improving safety and efficiency; and •it was confirmed that a Risk Assessment would be undertaken for each use of Drone. Following discussion, Committee Members AGREED that they had considered the report and recommend that Cabinet: (i) note the consultation and the changes made to the draft UAV/Drones Policy; and (ii) approve the amended UAV/Drones Policy.
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AGREED that they had considered the report and recommend that Cabinet to approve the proposed Communications Strategy.
Consideration was given to the Communication Strategy 2026-2031.It was reported that the strategy sets out the Council’s approach to communication over the five-year period, taking into account significant changes in the communications landscape since the previous strategy in 2019, including increased use of digital platforms and social media, alongside the need to continue engaging with residents who preferred traditional methods of communication. Members were informed that the strategy was informed by data and insights, including audience behaviour and engagement across digital platforms, and recognised the importance of providing accessible, bilingual communications in both Welsh and English. It was reported that the aim of the strategy was to support the Council’s vision and Corporate Wellbeing Objectives by ensuring communications would inform, inspire and reassure residents, as well as promote Ceredigion as a place to live, work and visit. It was further reported that the strategy identified four key areas of focus: • prioritising digital communication whilst maintaining inclusive access for all residents; • ensuring communications were insight-led and evidence-based; • providing a responsive and professional press and media service; and • embedding bilingualism, accessibility and transparency at the core of all communication activities. Members were informed that the strategy emphasised a multi-channel approach, the importance of clear and consistent messaging, and the responsibility of all Council services to contribute to effective communication. It was also reported that the arrangements for monitoring and evaluation, including the use of analytics, feedback mechanisms and ongoing review to ensure continuous improvement. The items noted by the Committee were as follows:- (i) It was confirmed that all press releases were available on the Council Website from December 2025 - current (ii) Following a question regarding ‘Papurau Bro’, it was confirmed that they were included in all press release distribution lists. It was also noted that they occasionally publish press releases when they were considered relevant or of particular interest to their local audience; and (iii) It was suggested that a process be established to evaluate the authority’s social media posts when related to a specific service, helping the team identify opportunities for continuous improvement. Following discussion, Committee Members AGREED that they had considered the report and recommend that Cabinet to approve the proposed Communications Strategy.
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AGREED that the contents and the level of engagement and participation activity undertaken by the Council during 2025–26 be noted and referred to Cabinet.
Consideration was given to final report on the Ceredigion Engagement and Participation Policy 2022-26, “Talking, Listening and Working Together,” which had Originally been approved by Cabinet on 4 October 2022. It was reported that this represented the final report on the policy and that all actions contained within the associated action plan had either been completed or incorporated into ongoing activities. It was reported that a revised Engagement and Participation Policy had been developed and subsequently approved by Cabinet in March 2026 following a period of public engagement and consultation. Attention was drawn to the appended Engagement and Participation Policy Annual Report 2025–26, which detailed the activity undertaken throughout the year. It was AGREED that the contents and the level of engagement and participation activity undertaken by the Council during 2025–26 be noted and referred to Cabinet.
Consideration was given to the Update and Customer Services on My Account report which outlined the current position of the Council’s Customer Service function. It was reported that overall contact volumes had increased from 103,000 in 2024 to 110,000 in 2025, reflecting both the expansion of services delivered by the team and increasing pressures on residents. Despite this growth in demand, performance across telephone services had improved, with more calls being answered, fewer abandoned calls, reduced waiting times and a decrease in the number of calls being transferred, indicating improved resolution at the first point of contact. Members were informed of the continued development of My Account as the Council’s principal digital customer access channel, with both user numbers and functionality continuing to increase. Members were advised that customer feedback remained generally positive, with an average satisfaction score of 7.56 out of 10 and a median score of 10. However, some recurring concerns were highlighted, including issues relating to communication, case closure notifications and the integration between customer-facing systems and back-office services. It was reported that planned improvements, including further integration with Highways and Environmental Services systems, were intended to address these concerns, enhance the customer journey and support continued service improvement. Members raised concerns regarding access to services, particularly the number of residents not using the Council’s website and instead relying on email and telephone contact. Concerns were raised regarding waiting times, with examples given of calls taking between 40 minutes to one hour to be answered. In response, the Corporate Lead Officer - Customer Contact & ICT reported that capacity remained a significant issue, with staffing levels below the full complement due to sickness and vacancies. Although the team establishment was 21 posts, the number of staff available on a day-to-day basis was typically around 14–15. It was noted that the service also managed a high volume of calls alongside emails and other enquiries. Members acknowledged that this highlighted the case for additional capacity within the Service and that the Committee could support this due to the importance of Customer Services as a key public-facing function, which had an impact on the Council’s reputation and service standards. Whilst concerns were raised about waiting times and some residents abandoning calls, Members also acknowledged that staff were consistently helpful and polite, and expressed appreciation for their work. Discussion also highlighted the importance of clear communication and feedback to residents, particularly in relation to case closure and ensuring that relevant service departments provided timely updates to Customer Services. Officers advised that improvements were being made through new systems, including developments within Highways services, enabling better tracking and communication of issues such as potholes. It was noted that new technology would allow improved recording and real-time updates from operational staff. It was also raised the importance of promoting the use of the Welsh language in customer interactions, noting that current usage levels did not fully reflect the linguistic profile of the County. It was agreed that a further update be provided in October, in advance of budget considerations, and that this be aligned with the development of the Customer Services Strategy. The Committee noted the contents of the report.
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AGREED to note the content of the Forward Work Programme subject to noting:- (i) that an additional meeting would be arranged in the autumn due to the number of items that was required to be considered; and (ii) concerns that there was no update in relation to County Farms, following several emails being sent to the Officer responsible for this, it was noted that this was delaying the work of the Task and Finish group on this issue
It was AGREED to note the content of the Forward Work Programme subject to noting:- (i) that an additional meeting would be arranged in the autumn due to the number of items that was required to be considered; and (ii) concerns that there was no update in relation to County Farms, following several emails being sent to the Officer responsible for this, it was noted that this was delaying the work of the Task and Finish group on this issue
It was RESOLVED to confirm as a true record the Minutes of the meetings held on 10 March 2026 and 19 March 2026.
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