Licensing team marks a year of major improvements and modernisation

In March 2025, the service relied heavily on outdated systems, manual files and high call volumes.

One year on, the picture is very different.

The team has successfully introduced the new Diamond licensing system, replacing paper files, spreadsheets and legacy software. Customers now benefit from:

•    Online appointment booking
•    Automated reminders
•    Electronic document uploads
•    Streamlined application stages

Phone calls have reduced from around 80 a day to 30, freeing up officer time to focus on customer enquiries and compliance work.

Thanks to the improved system and redesigned processes, there are now no outstanding applicants waiting for new licences. Updated guidance and clearer communication with the trade have strengthened relationships and helped ensure higher standards.

The team has also modernised its policy framework, completing updates to the Hackney Carriage and Private Hire Licensing Policy, the Pavement Permission Policy, and progressing the Street Trading Policy, which is due for consultation shortly.

The Licensing team is now fully compliant with all audit recommendations and is meeting recognised best practice standards. New reporting tools and performance dashboards provide clearer oversight of licensing activity and decision making.

Licensing hearings have been streamlined, with 19 hearings held in the last year. Officers have improved the quality of evidence presented, helping Members make fair, consistent decisions in line with policy.

Over the past year the team has delivered:

•    147 new drivers licensed
•    1,118 vehicle licences issued
•    496 operator licences processed
•    Improved Safety Advisory Group processes
•    Joint compliance operations with partner agencies

Cllr Russ Savage, Cabinet member for People & Community said: “This has been a very significant year for the Licensing team. The move to a modern digital system, stronger policies and improved compliance work has transformed the service, benefiting residents, businesses and the trade. We are grateful to officers for their hard work and professionalism.”

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