Practices: Tonbridge and Malling was rated as being “excellent” by the Audit Commission. Not only this, but in its comprehensive performance assessment it received the highest district council mark in the country. This accolade has had a positive effect on staff morale.

Emphasis is placed on valuing staff and a good example of staff retention is set by the chief executive, David Hughes, who has been working at the council for 26 years. Career progression is taken seriously: seven of the eight senior managers were internal appointments. Twice a year, staff who have made outstanding individual contributions are rewarded with cash prizes.

The council describes itself as a mature organisation (“and I don’t mean our average age” says its spokesperson) which recognises the benefits of continuity of purpose and vision.

Reorganisations are kept to a minimum, as the management team believes that the best services can only be delivered if the organisation is not in a continued state of upheaval. There is a good relationship between staff and managers, and also between councillors and staff.

In a recent public satisfaction survey there was an open question about complaints/issues with the council. The chief executive instructed that everyone who had commented (several hundred in all) should get a personal reply. This sent a clear message to staff that the council is driven by a common purpose which all staff, including those at the top, are prepared to act upon.

The council’s robust approach to health and safety has won recognition from the Royal Society for the Prevention of Accidents.

Managers take responsibility for staff development through the appraisal process and general performance management. As the council recognises that staff also develop through external activities, paid time off is provided for activities with voluntary organisations.

Pay and benefits: Flexible working options including home working, compressed hours, flexi time and staggered hours are offered. The council aims to meet requests for changes to hours quickly and favourably. All employees are entitled to free private healthcare, subsidised sports facilities, an employee assistance programme and medical screening.

There are 337 staff, with an average age of 45 and average length of service nearing 10 years.

Tonbridge and Malling is not afraid to opt out of national negotiations over pay, preferring to make fair pay settlements “when they are due”. This year an above-inflation pay award of 3 per cent took effect from April. The council reports that it has an excellent relationship with its trade union.

www.tmbc.gov.uk

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