3 - Elected Member requests 2025 Mid-Year Report
North Ayrshire Council · 12 March 2026
Back to Audit and Scrutiny Committee — 12 March 2026 and its agenda
Text extracted from the council's PDF. Layout and reading order may differ from the original.
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PUBLIC INFORMATION PUBLIC INFORMATION NORTH AYRSHIRE COUNCIL 12 March 2026 Audit and Scrutiny Committee Title: Elected Member requests 2025 Mid-Year Report Purpose: To inform the Audit and Scrutiny Committee of the Council's performance relating to Elected Member requests handled in the first six months of Financial Year 2025/26. Recommendation: That the Committee notes the report and the information provided. 1. Executive Summary 1.1 This report details Elected Member requests information covering the period 1 April 2025 to 30 September 2025 (referred to in the report as H1 2025). 2. Background 2.1 This section contains information and commentary on Elected Member requests handled by the Council during H1 2025. 2.2 Volume of Elected Member requests actioned Volume of requests actioned during period 1,600 2.2.1 Councillor requests can be handled by Services under two stages: Stage One – non-complex requests with a timescale to action of 5 working days Stage Two – complex requests with a timescale to action of 20 working days
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PUBLIC INFORMATION PUBLIC INFORMATION 2.2.2 The table below details all Councillor requests actioned during the period: H1 2025 Stage One requests actioned 1,068 Stage One requests actioned on time 877 % Stage One requests actioned on time 82% Stage Two requests actioned 1 Stage Two requests actioned on time 1 % Stage Two requests actioned on time 100% Total % of requests actioned on time 82% 2.2.3 Year on Year comparison 2.2.4 The table below shows a comparison of the % of Councillor requests actioned on time over the last three years: Councillor Requests H1 2023 H1 2024 H1 2025 Stage One requests actioned 1,232 1,228 1,068 Stage One requests actioned on time 1.030 1,084 877 % Stage One requests actioned on time 84% 88% 82% Stage Two requests actioned 0 0 1 Stage Two requests actioned on time n/a n/a 1 % Stage Two requests actioned on time n/a n/a 100% Total % of requests actioned on time 84% 88% 82% 2.3 Volume of requests per Directorate 2.3.1 Councillor Stage One requests (5 working day timescale to action) Directorate Department No. of requests actioned No. actioned on time % actioned on time Average no. of days to resolve Stage Ones Target (days) Corporate Services Customer Services 13 8 62% 10 5 Legal Services 7 6 86% 3 5 Communities & Housing Community Facilities 3 3 100% 4 5 Community Learning & Dev. 4 2 50% 9 5 Sports & Activity 4 2 50% 10 5 Building Services 32 30 94% 3 5 Housing 223 200 90% 4 5 Planning 11 10 91% 2 5 Protective Services 14 12 86% 3 5
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PUBLIC INFORMATION PUBLIC INFORMATION Education Education 28 27 96% 2 5 Facilities Management 9 7 78% 4 5 Place Roads 231 202 87% 3 5 Streetscene 192 153 80% 4 5 Waste 136 121 88% 3 5 Regeneration 6 3 50% 9 5 PMI 63 51 81% 4 5 Health & Social Care Partnership Finance/Transformation 2 2 100% 5 5 Health & Community Care 75 30 40% 8 5 Mental Health 12 6 50% 8 5 Other 3 2 67% 4 5 1,068 877 82% 4 5 2.3.2 Councillor Stage Two requests (20 working day timescale to action) Directorate Department No. of requests actioned No. actioned on time % actioned on time Average no. of days to resolve Stage Ones Target (days) Communities & Housing Community Facilities 1 1 100% 15 20 1 1 100% 15 20 2.3.3 MP/MSP requests 2.3.4 These requests have a set timescale of 10 working days to action and the table below details the requests actioned over the last three years: H1 2025 Requests actioned 531 Requests actioned on time 419 % of requests actioned on time 79% 2.3.5 Elected Member requests that did not meet timescale was due to multiple factors, including: • employee availability for approving responses prior to issue and/or assisting with investigating requests • reduced resources • further information required to respond to requests • In July, the Council replaced EMPro (formerly called Lagan) with a new system called the CRM and back-office users experienced some issues with the new system as it was being embedded. 2.3.6 Whilst 82% of Stage One Councillor requests were closed on time, some not closed on time required detailed investigation so could have been handled at Stage Two, thereby reducing the number that breached timescale.
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PUBLIC INFORMATION PUBLIC INFORMATION 2.4 Recording Councillor requests 2.4.1 The table below shows how Councillor requests were logged throughout the period: Volume % Volume of Councillor requests recorded 1,069 Volume logged by Councillors 525 49% Volume logged by Member Services 246 23% Volume logged via other channels 298 28% 2.4.2 In relation to the 525 requests logged by Councillors, 15 used their NAC online Member accounts to log their requests themselves. 2.5 Follow up actions for Councillor requests 2.5.1 At a previous Audit and Scrutiny Committee, Members noted that some Councillor requests that required follow up actions were being closed with no further updates being provided, causing difficulties for Councillors when relaying closure information to their constituents. Further questions were therefore added to the Elected Member closure form to allow services to record outstanding/follow up actions and when they will be completed by. The number of Councillor requests that had follow up actions recorded in H1 2025 was 29, of which 19 had been marked as complete at the time of writing this report. 3. Proposals 3.1 It is proposed the Committee approves the report and recognises the Council’s performance in handling Elected Member requests in relation to Section 2 above. 4. Implications/Socio-economic Duty Financial 4.1 None. Human Resources 4.2 None. Legal 4.3 None. Equality/Socio-economic 4.4 None. Climate Change and Carbon 4.5 None.
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PUBLIC INFORMATION PUBLIC INFORMATION Key Priorities 4.6 None. Community Wealth Building 4.7 None. Islands Communities Impact Assessment (ICIA) 4.8 None. United Nations Rights of the Child (UNCRC) 4.9 None. Consumer Duty 4.10 None. 5. Consultation 5.1 None. Aileen Craig Head of Service for Democratic Services For further information please contact Aileen Craig, Head of Democratic Services, on (01294) 324125. Background Papers None