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Response by Head of Service: Dear Cllr Davies In response to your questions in relation to Delta Wellbeing’s provision of Council Out of Hours calls service, we are aware that extended waiting times and in some cases a lack of response have caused frustration and difficulties for customers and tenants. These issues have been escalated to Delta Wellbeing, who have confirmed that service delivery was affected by staffing pressures, including sickness, resulting in reduced service levels at certain times and for which an apology has been issued. Work is ongoing with Delta Wellbeing at both operational and senior management levels to address underlying issues, clarify expectations for sustained service delivery, strengthen performance monitoring, and ensure regular and effective engagement. A briefing paper for all Councillors in relation to recent issues and the Council’s response to these is being developed. Concerns relating to specific incidents should be directed to Helen Dolman, Senior Manager for Customer Services and Information Governance, via helen.dolman@powys.gov.uk with relevant call details provided to support accurate review and investigation. In response to your specific questions, these incidents have helped us identify areas where the current Service Agreement could be strengthened, particularly around defining service expectations and performance indicators. As part of our planned actions, we will be enhancing our approach to performance monitoring In November Delta answered 362 Out of hours calls, with an abandonment rate of 35% and an average call answering time of 4:19 minutes. Through Christmas and New Year, they answered 98 calls, with an abandonment rate of 21%, and an average call answering time of 4:02 minutes. Delta currently delivers multiple services, including Out of Hours, Careline, Lone Worker Services, and Carers Card Services, and will be heavily involved in the Digital Switchover preparations for Careline Customers. The costs specifically for the Out of Hours service are around £9,000 per annum. Delta is commissioned by other Local Authorities such as Ceredigion, Wrexham, Swansea, Port Talbot, Caerphilly, Merthyr Tydfil, Pembrokeshire, and Flintshire. Additionally, they deliver services to Welsh Government and Housing Associations too. Thank you for bringing your concerns to my attention and the concern this has caused you. Kind Regards
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