Equality Objectives Annual Report 2021

The focus of this objective is to ensure that Council services, information, consultation and engagement opportunities remain accessible to all residents, particularly those with protected characteristics.

Areas of Activity

A) Better understanding of the nature of our customer contact

Work on a formal customer contact mapping exercise was paused in March 2020 in response to the pandemic, as referenced in the 2020 Equality Objectives report. However, with the demands of the pandemic response now significantly alleviated, work on this project has resumed. When completed, this will provide the organisation with a fuller picture of residents’ preferred ways of engaging with the Council, including regarding their requirements for accessing necessary information. This knowledge will then enable the Customer Contact Team and the organisation as a whole to more effectively match our contact offer to resident needs and demands, and ensure that Council information and services are as accessible as possible to all those who need them.

A more general residents survey was conducted in March 2021, and included elements on resident communication preferences and behaviours. The findings from this survey were considered with those of the September 2020 survey to provide an interim assessment of resident needs and to inform the balance of our customer contact channels. These include providing a variety of options, incorporating both digital and physical media, to meet the range of requirements. In conjunction with experience gained from work during the pandemic to monitor and respond to the needs of residents, particularly those in vulnerable categories, this has provided a solid groundwork for the ongoing review and our future approach.

B) Making sure services and information are accessible for those with protected characteristics

Communications

The council uses a wide variety of communication methods to make information and news available to as many as possible within the borough. This includes both electronic and digital media (see website accessibility below) along with more traditional forms, such as printed borough news and placement in local media. The most recent brough magazine also included a focus on health and happiness, and included a range of ideas, options and resources for readers to support their health and mental wellbeing, helping to make this information available to non-digitally enabled residents. Customer contact is also supported through phone lines operated locally by Council staff, and print media is available in a range of languages and accessible formats upon request - GOV.UK.

The lessons of the pandemic emphasised the need to ensure information is available to those who do not use digital channels, although these are increasing in popularity. This is supported by the maintaining a network of local knowledge and connections, and working with local organisations, community development workers and champions to disseminate information and awareness. Physical sites, such as community centres, also help provide news and information for visitors. As part of the continued response to the pandemic in 2021, the Council also contacted potentially vulnerable individuals directly, through phone calls or socially-distanced in-person visits where required.

Consultation and engagement

As set out in last year’s report, equality and diversity considerations are explicitly incorporated into the design of Council consultation and engagement projects. This includes considering the needs of participants and utilising the most appropriate methods to enable them to both access and respond to the process. As an example of this, paper copies of the consultation on the Council’s annual budget were provided, and were supported by freepost availability for responses, to ensure that those responding by mail were not disadvantaged. This approach also extends to internal consultation exercises, such as through the provision of a British Sign Language interpreter to support internal feedback processes.

In line with data privacy regulation, and with participants’ consent, data such as gender, age, ethnicity, and long term health and disability is collected to monitor how well we have reached different demographics within our consultations and other engagement. This enables us to boost participation in under-represented groups where possible and, where appropriate, we can analyse responses according to these groups to provide insight into the different perceptions and experiences of sections of our community.

Website accessibility

All online material published by the Council must be compliant with national accessibility regulations. This means that all users should be able to access online services, and all new content created should be fully accessible. 

Following the introduction of UK legislation in website accessibility regulations in September 2018, Reigate and Banstead Borough Council (RBBC) public website was audited by the Cabinet Office in February 2022. RBBC were advised to update its accessibility statement. Therefore, the new accessibility officer (in post from March 2022) has developed a new accessibility statement currently being re-audited by the Cabinet Office. 

Additionally, significant progress in the application of GDS (government digital service) compliance has been made with new accessibility training being provided to document publisher and other officer. All new documents (PDF and Word) uploaded to the public website, have been accessible in accordance with GDS compliance. Furthermore, accessibility software is regularly used to audit sections of the website, with timeframe targets being applied to fix any older documents. The new accessibility statement for the website is published at: www.reigate-banstead.gov.uk/accessibility-statement - GOV.UK. 

Future Focus

As we have emerged from the pandemic, work has resumed on improving our understanding of resident needs and preferences in accessing information on Council services. This work will continue in 2022, helping us to make sure that our services are accessible to all, and the information we provide matches the needs of local people. Whilst digital media is increasing in popularity, we will also ensure that news and information remains accessible to those without digital access.

The Council’s website and online services will continue to be updated to reflect accessibility objectives, and understanding of these needs will be expanded across the organisation. These considerations will also continued to be reflected and maintained in the wider work of the organisation, including both specific consultations and engagement and the day to day work of services. We will seek to continue to build on the lessons of the pandemic, and use our strengthened connections to local communities and organisations to enhance this approach.