Performance Indicators Report 2024-25 Outturn

Number of rough sleepers in the district on a given date

Status: Data Only

Current Target: N/A (aim to maximise)

There were fewer than 10 rough sleepers on a given night in March 2025.

Number of households in bed & breakfast and nightly stay accommodation

Status: Data Only

Current Target: N/A

Data shows actual number of households as at the end of each month.

Number of households on the Housing Register

Status: Data Only

Current Target: N/A

There were 653 households on the Housing Register as at the end of March 2025. Over the course of 2024/25 we have received 709 applications which is an increase of 11% on the previous year.  Over the year the number of households on the housing register has fluctuated between 653 and 701 households with people coming off the list due to either being rehoused or not renewing their applications.

Data shows actual number of households as at the end of each month.

Number of households in emergency accommodation

Status: Data Only

Current Target: N/A

There were 47 households in emergency accommodation as at the end of March 2025. Over the course of the year the number of households in emergency housing has fluctuated between 38 and 51 households.  This remains a considerably lower amount than many of the other local authorities in Surrey.  We currently have 35 units of emergency accommodation which we either own or lease.  We are in the process of converting three office units owned by the Council into additional emergency accommodation which will be ready for occupation in July 2025 and will reduce our use of procured emergency accommodation.

Data shows actual number of households as at the end of each month.

Number of affordable homes completed

Status: Green

Current Target: 47

Q1 2023/24: 0

Q2 2023/24: 0

Q3 2023/24: 0

Q4 2023/24: 7

Q1 2024/25: 1

Q2 2024/25: 1

Q3 2024/25: 39

Q4 2024/25: 75

The target is 47 affordable homes completed by the end of 2024/25.  Over the course of 2024/5, 75 units have been completed and of these, 39 have been occupied.  The 39 units consist of three Local Authority Housing Fund properties and 36 units under the Clarion scheme at Kingston House Gardens which provided affordable and social rented units as well as shared ownership properties.

A further 36 units of affordable housing have been built at Randalls Way in Leatherhead.  These are Build To Rent flats of 1,2 and 3 bedrooms.  These units are yet to be let due to ongoing discussions with the landlord.

In addition to the three Local Authority Housing Fund properties, the Clarion scheme at Kingston House Gardens has also now completed.  This provided 36 units of affordable and social rented units as well as share ownership properties.  We are currently providing nominations for the 36 units which have been built at Randalls Way in Leatherhead.  These are Build To Rent flats of 1,2 and 3 bedrooms.  Rents on this development have been capped at Local Housing Allowance rents and residents will also benefit from the use of the onsite gym and concierge service.

Data shows cumulative year to date total as at the end of each quarter.

Number of people who have received aids or adaptations to their homes via the disabled facility grant scheme

Status: Data Only

Current Target: N/A

Q1 2024/25: 8

Q2 2024/25: 26

Q3 2024/25: 28

Q4 2024/25: 44

During 2024/25, 44 adaptations have been completed and 49 grants have been approved.  This is the first year that data has been collected on the number of people who are now living in a property that has been adapted for their needs.  We will use this data to provide a comparison with the number of people living in adapted properties in future years.

Data shows cumulative year to date total as at the end of the quarter.

Percentage of approved disabled facility grant applications where the adaptation has been completed

Status: Green

Current Target: 90.0%

Q1 2024/25: 100.0%

Q2 2024/25: 100.0%

Q3 2024/25: 100.0%

Q4 2024/25: 96.8%

96.8% (32 out of 33) of disabled facility grant adaptations were completed during 2024/25, exceeding the target of 90%. One adaptation was cancelled due to the applicant moving out of area.

Data shows cumulative year to date total as at the end of the quarter.

Time taken to instruct the repair/replacement of playground equipment

Status: Green

Current Target: 10 working days

Q1 2024/25: Unknown

Q2 2024/25: 2 working days

Q3 2024/25: 2 working days

Q4 2024/25: 2 working days

2 working days were taken to instruct the repair/replacement of playground equipment, exceeding the target of 10 working days.

Data shows the cumulative year to date average as at the end of the quarter.

Percentage of waste sent for recycling, reuse and composting

Status: Amber

Current Target: 57.0% (aim to maximise)

Q1 2023/24: 55.8%

Q2 2023/24: 56.5%

Q3 2023/24: 56.6%

Q4 2023/24: 56.5%

Q1 2024/25: 55.8%

Q2 2024/25: 56.0%

Q3 2024/25: 56.1%

Q4 2024/25: 55.4%

The recycling rates for Mole Valley are relatively stable and fluctuate slightly (down and up) per quarter. Although not hitting our own target (55.4% at the end of Q4 2024/25 against a target of 57%), nationally we benchmark very well against other local authorities.

We continue to engage with residents on the importance of reducing residual waste and increasing recycling, including reduction of contamination in household recycling (which affects our overall score). We have successfully rolled out food recycling to flats in Mole Valley and this is having a positive impact on our performance. We are trialling food recycling to housing units in Leatherhead, Dorking and North Holmwood.

New bins are being installed in public spaces which will allow the separation of recycling and non-recycling waste. A Mole Valley wide communication plan, #beproud, is planned and will focus on taking pride in the environment.

Data shows rolling 12 month average as at the end of each quarter.

n.b. The data published is the latest available data at the time of publication.  The figures are provisional and are updated as further data from waste streams is confirmed.  Final figures are submitted to Defra, a year or more in arrears.

Household waste and recycling per person

Status: Green

Current Target: 375.0kg (aim to maximise)

Q1 2024/25: 368.7kg

Q2 2024/25: 377.0kg

Q3 2024/25: 374.5kg

Q4 2024/25: 370.8kg

370.8kg of household waste and recycling were produced per person, which is lower than the target of 375kg.

Data shows rolling 12-month total as at the end of each quarter.

Number of missed bins per 100,000 collections

Status: Green

Current Target: 80 (aim to minimise)

There were 67 missed bins per 100,000 collections, which is lower than the target of 80 missed bins.

Data shows the total (per 100,000 collections) for each month (May 2024 is the latest available data).

Percentage of streets with acceptable levels of litter

Status: Green

Current Target: 96% (aim to maximise)

Q1 2023/24: 98%

Q2 2023/24: 99%

Q3 2023/24: 98%

Q4 2023/24: 97%

Q1 2024/25: 99%

Q2 2024/25: 99%

Q3 2024/25: 99%

Q4 2024/25: 99%

99% of streets were assessed as having acceptable levels of litter, exceeding the target of 96%.

Data shows the percentage for each quarter.

Percentage of streets with acceptable levels of detritus

Status: N/A

Current Target: 92% (aim to maximise)

Q1 2023/24: 95%

Q2 2023/24: Unknown

Q3 2023/24: 86%

Q4 2023/24: 88%

Q1 2024/25: 87%

Q2 2024/25: 87%

Q3 2024/25: 77%

Q4 2024/25: N/A

Q4 2024/25 data under review. Amey has deployed a dedicated Rapid Response Streets Team who have been targeting traffic islands and pathways across the district.

Data shows the percentage for each quarter.

Reduction in the Council’s Carbon Footprint

Status: Data Only

Current Target: N/A (aim to minimise)

2018/19: 4162 tonnes

2019/20: 4065 tonnes

2020/21: 3271 tonnes

2021/22: 3289 tonnes

2022/23: 3630 tonnes

2023/24: 1606 tonnes

The Council’s carbon footprint result for 2023/24 has been measured as 1,606 tonnes CO2.

MVDC has previously measured its emissions across Scopes 1, 2, and 3. This year the carbon footprint has been re-baselined using a more comprehensive and detailed assessment of the Council’s emissions. This new methodology has been applied to the data for 2023/24 and also 2022/23, in order to allow a year on year comparison to be undertaken.

As set out in the Climate Change Action Plan and Carbon Footprint update report to Cabinet in June 2025, as of 2024/25 MDVC will now be reporting against this performance indicator on Scope 1 and 2 emissions only as they are within MVDC’s control to influence.  As the methodology to measure emissions has changed, it is not possible to measure performance against the original target, therefore the result for 2023/24 has been reported as ‘Data Only’.

MVDC will report to Cabinet on emissions on scopes 1, 2 and 3 emissions as part of the annual Climate Change report to Cabinet.

Data shows annual result.

Percentage of trees due an inspection in Zone 1 areas that are inspected within the tree inspection policy timeframes

Status: Green

Current Target: 100% (aim to maximise)

Q1 2023/24: N/A

Q2 2023/24: 100%

Q3 2023/24: 100%

Q4 2023/24: 98%

Q1 2024/25: 100%

Q2 2024/25: 100%

Q3 2024/25: 100%

Q4 2024/25: 100%

100% of trees in Zone 1 areas have been inspected within the agreed timeframes, achieving the target of 100%.

Data shows percentage of trees inspected within agreed timeframes as at the end of the quarter.

Percentage of trees due an inspection in Zone 2 areas that are inspected within the tree inspection policy timeframes

Status: Green

Current Target: 100% (aim to maximise)

Q1 2023/24: N/A

Q2 2023/24: 100%

Q3 2023/24: 100%

Q4 2023/24: 100%

Q1 2024/25: 100%

Q2 2024/25: 100%

Q3 2024/25: 100%

Q4 2024/25: 100%

100% of trees in Zone 2 areas have been inspected within the agreed timeframes, achieving the target of 100%.

Data shows percentage of trees inspected within agreed timeframes as at the end of the quarter.

The extent to which Transform Leatherhead is considered to be making progress towards the Masterplan vision (1 being not at all and 5 very well)

Status: Amber

Current Target: 4 (aim to maximise)

2021/22: 3

2022/23: 3

2023/24: Unknown

2024/25: 2.75

70 complete responses (which could be submitted online or hard copy) were received to the survey between 12 Feb-10 March.

 The mean score for the extent to which respondents felt that TL was making progress towards delivery of the vision has dropped slightly from a mean of 2.88/5 in 2023 to a mean of 2.7/5 in 2025 against the target of 4 (Good).

 However, 25% of respondents scored progress as Good or Very Good, with a further 28% of respondents scoring progress as Adequate.  The challenge for 2025/2026 is to achieve a higher proportion of Good and Very Good scores.

Data shows annual survey result – snapshot taken Q4 2024/25.

Percentage of major planning application decisions overturned at appeal

Status: Red

Current Target: 10.0% (aim to minimise)

Q1 2023/24: 2.7%

Q2 2023/24: 8.1%

Q3 2023/24: 8.1%

Q4 2023/24: 6.0%

Q1 2024/25: 8.0%

Q2 2024/25: 10.6%

Q3 2024/25: 14.3%

Q4 2024/25: 10.2%

Performance at the end of Q4 2024/25 is 10.2% which is over the target of ‘Less than 10%’. The 10% threshold is the level at which the government considers the quality of decisions could be poor and may intervene.  However, the overall number of major application appeals in  Mole Valley is low and therefore the calculation can be impacted by the outcome of very few appeal decisions. In this dataset are two major applications on allocated development sites were refused and then allowed at appeal as the then emerging Local Plan transitioned from having limited weight (when the decision was taken) to having significant weight (when the appeal was considered).   The Council are now moving forward with the newly-adopted Local Plan and the policy position is now clear. Should the government consider intervening it would usually give a Local Planning Authority an opportunity to explain any circumstances that may have led to the result.  It is considered that the explanation set out here are reasonable reasons for an exception.

2024/25 bar shows the assessment period April 2022 – March 2024 (now completed).

2025/26 bar shows the current assessment period April 2023 – March 2025 (appeals decided until December 2025).

Housing Land Supply

Status: N/A

Current Target: 4 years

The 2024-25 Housing Land Supply will monitor housing completions from 1 April 2024 to 31 March 2025. As such, the 2024-25 result will not be known until July 2025 as time is needed to visit and confirm housing completions on or after 31 March 2025.  As a result, performance against this PI will be reported at that point.    

Percentage of council tax collected

Status: Amber

Current Target: 98.50% (aim to maximise)

Performance as at the end of March 2025 is 98.30% against a target of 98.50%, which is the same as the collection rate achieved at the end of 2023/24 and an above average collection rate compared to the other districts and boroughs.  This performance has been maintained against a backdrop of the cost of living crisis.  During 2025/26 the Revenues team will be looking to introduce new technologies into the service which will, it is expected, streamline and improve collection rates further.

Data shows cumulative year to date total as at the end of each month.

Percentage of business rates collected

Status: Green

Current Target: 98.50% (aim to maximise)

98.98% of business rates were collected, exceeding the target of 98.50%.

Data shows cumulative year to date total as at the end of each month.

Percentage of commercial rent collected within 21 days after the quarter day

Status: Amber

Current Target: 90.00% (aim to maximise)

Q1 2023/24: 95.00%

Q2 2023/24: 97.00%

Q3 2023/24: 58.00%

Q4 2023:24: 73.00%

Q1 2024/25: 77.00%

Q2 2024/25: 80.67%

Q3 2024/25: 92.38%

Q4 2024/25: 89.00%

Performance for Q4 2024/25 was slightly under target at 89% against a target of 90%, due a small number of tenants across our properties persistently paying late.  The Council charges interest where tenants pay late. The data for Q4 2024/25 does not include information on rent collection from tenants at the Swan Centre due to a change in managing agents and a delay in information being received from the outgoing agent.

Data shows percentage of rent collected for each quarter.

Customer satisfaction with Leatherhead Leisure Centre

Status: Amber

Current Target: 80% (aim to maximise)

Q1 2024/25: 74%

Q2 2024/25: 73%

Q3 2024/25: 83%

Q4 2024/25: 79%

Performance for Q4 only is under target at 79% against a target of 80%.  The gym changing rooms and health suite were closed for 2 months for refurbishment; both reopened at the end of March.  In addition, GLL standardised their pricing structure in conjunction with the annual prince increase, which will have affected some legacy members. However, reassuringly, participation rates have increased significantly.

Data shows the percentage of customers in Q4 2024/25 who responded to the survey rating their visit to Leatherhead Leisure Centre as 7 out of 10 or above.

Customer satisfaction with Dorking Sports Centre

Status: Red

Current Target: 80% (aim to maximise)

Q1 2024/25: 68%

Q2 2024/25: 68%

Q3 2024/25: 72%

Q4 2024/25: 68%

Performance for Q4 only is under target at 68% against a target of 80%.  The capital expenditure to refurbish the gym, studio and reception area at Dorking Sports Centre (DSC), which was initially planned to be delivered in the first year of the contract, has been delayed.  This is because GLL are investigating enhanced options to extend the gym and increase the level of capital investment. It is anticipated that works will commence in the summer, which should have a positive impact on the level of customer satisfaction, as will the planned reopening of the cafe.

Data shows the percentage of customers in Q4 2024/25 who responded to the survey rating their visit to Dorking Sports Centre as 7 out of 10 or above.

Customer satisfaction level for Dorking Halls

Status: Green

Current Target: 85% (aim to maximise)

94% of customers rated their visit to Dorking Halls as either 4 stars (good) or 5 stars (excellent), exceeding the target of 85%.

Data shows the percentage of customers rating their visit to Dorking Halls as either 4 stars (good) or 5 stars (excellent), as at the end of each month.

Percentage of calls answered within 60 seconds by the Customer Services Unit

Status: Amber

Current Target: 80% (aim to maximise)

Performance to the end of March 2025 is 75% of calls answered within 60 seconds against a target of 80%. Ongoing performance issues with our waste contractor have continued to impact call volumes which, alongside increased call duration due to the complex nature of some calls, has meant that the target is difficult to achieve. Despite this, CSU continues to resolve a high number of calls and emails at first point of contact, which means we are offering better customer service as our residents are able to get more of the information and answers they need from us more quickly than if they had to be passed to another department.

Data shows cumulative year to date average as at the end of each month.

Percentage of enquiries resolved at first point of contact by the Customer Services Unit

Status: Green

Current Target: 60% (aim to maximise)

64% of enquiries were resolved at first point of contact by the Customer Services Unit, exceeding the target of 60%.

Data shows cumulative year to date average as at the end of each month.

Number of e-forms used to access Council services

Status: Green

Current Target: 24,020 (aim to maximise)

40,087 e-forms were used to access Council services during 2024/25, exceeding the target of ‘Higher than previous year’ (24,020 e-forms were used to access Council services during 2023/24).

Data shows cumulative year to date total as at the end of each month.

Number of customers signed up to ‘My Account’ (self-service portal)

Status: Green

Current Target: 2,899 (aim to maximise)

14,541 customers were signed up to ‘My Account’ as at the end of March 2025, exceeding the target ‘Higher than previous year’ (2,899 customers were signed up to ‘My Account’ as at the end of March 2023).

Data shows the total ‘live’ accounts as at the end of each month.