Greenwich casework requests are predicted to rise by 14% this year, a notable increase compared to 2024, according to the Members Casework Performance and Review Monitoring report. The report states that casework requests have increased in 2025 and are predicted to be about 14% higher than in 2024.
The majority of cases relate to Communities and Environment, and Housing. The increase was considered at the Organisation and Communities Scrutiny Panel meeting on Thursday, 20 November 2025.
According to the report, casework requests are gathered by councillors at surgeries, or through telephone calls and correspondence from residents. These cases are then logged, tracked, and managed by Members Support officers using Microsoft Dynamics.
The report also highlighted that Communities and Environment and Housing continue to have the highest percentage of casework, accounting for 46% and 34% of all 'child' records respectively in 2025. However, open casework numbers have been reduced by 70% in the last quarter due to significant housekeeping.
The Members Casework Performance and Review Monitoring report provided an overview of how casework is logged, tracked, and resolved, including system functionality, response times, and support provided to Members. The panel was asked to consider the update on the performance of the Member's casework management process and make recommendations to the Executive, if necessary.
The Service Level is set out in the Member Services Protocol (4.1) dated September 2020 which provides that casework responses will be provided within 10 working days. However, this target is not consistently met. Across all directorates in 2025, only 47.97% of cases were closed on time. The report notes that A number of factors can affect timeliness including inaccurate logging the casework, delays or inaccurate or unclear information.
The report included benchmarking data from March 2024, which showed that the Royal Borough of Greenwich offers more comprehensive casework support to its Members compared to many London boroughs. This is measured by the fact that the average number of Democratic Services support officers across the authorities was 7 as against a headcount of 9 at Royal Borough of Greenwich. The report also notes that Just under half of the authorities surveyed provided no officer assistance to Members with casework.
