The LGA conference is vast, covering a wide array of pressing issues, and while media outlets will provide detailed summaries, we’re honing in on one critical theme raised in both the opening and closing discussions: local government is under immense stress, and behaviours are worsening.
Cllr Louise Gittins, in her opening plenary, shared troubling statistics:
73% of councillors have experienced threats or abuse in the past year.
23% of these cases were serious enough to involve the police.
Closing the conference, Minister Angela Rayner reiterated these behavioural concerns and announced key changes:
Updates to the standards framework for councillor conduct.
Eliminating the requirement for councillors to publish their home addresses.
On top of this, 94% of councils report difficulties with staff recruitment and retention.
These are symptoms of a stressed system – probably more stressed than has ever been.
But what’s driving this? The answer is familiar: a growing gap between demand and capacity, systems stretched thin, and councillors and frontline staff bearing the weight of public frustration. These are symptoms of deeper issues, and addressing only the surface won’t lead to lasting change. We need to listen closely, understand needs, and adapt resources dynamically. Local government isn’t a fixed model - it’s a living system that requires continuous adjustment.
At GovMetric, we’re here to help with just that - listening, learning, and refining, to make real progress. However, the path forward isn’t only about fixing systems; it’s about respect as well.
In partnership with Staffordshire County Council, CX Score and others, we explored these challenges during National Customer Service Week and shared insights on fostering respectful interactions and resilient service teams, especially when demand outpaces resources.
And while challenges abound, there were plenty of inspiring moments too, especially in the Innovation Zone. Two sessions that stood out:
Streets of Change: West Northamptonshire exploring real-life stories of homelessness and recovery, with VR insights led by Richard Beards and partners.
LG Inform: A wealth of council data presented by Juliet Whitworth and Alex Rigge that we should all leverage more.
A special thanks to everyone who stopped by - until next time, let’s keep working together to create meaningful change.
If you would like to discover some of our Customer Stories, highlighting real-world customer experience transformations within the public sector, click below.
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