Performance Dashboard – April – August 2025

 

FAIRER: “Supporting individuals and communities to lead safe, healthy and
fulfilling lives”

2025/26 Fairer Annual Plan Objectives

“Provide a swifter response when attending our clients who have fallen to avoid them waiting extended periods for an ambulance. We will also provide non-emergency patient transport so that our residents can get to and from hospital more easily”

  • Progress Overview: From April 1st 2025 the Community Wellbeing Responder Service has attended 1,152 incidents, resolving 92% (1,063) without the need for escalation in an average response time of 27 minutes.Talks continue with Urgent Community Responder teams to develop new pathways and closer working.East Surrey Responder service was extended from September 1st to February 28th 2026.Mole Valley continue to work with Non Emergency Patient Transport. Since April 1st they have transported 645 patients to and from essential appointments.
  • Status: Green

“Deliver more Disabled Facilities Grants now that we have have increased the maximum grant aid limit to £30,000 These grants go towards funding the cost of adaptations and/or facilities in people’s homes”

  • Progress Overview: During the first quarter of the year 2025/26 (the latest data available) 15 adaptations were completed and 9 grants were approved.This compares to 45 in total for 2024/25.  This is a demand led service and whilst the higher grant aid limit opens the funds up to more individuals, the works can only be commissioned following an Occupational Therapy assessment and referral for the works.  This higher threshold has been communicated to Adult Social Care.
  • Status: Green

“Enable young people to access and take part in a range of activities that they might not ordinarily be able to afford by continuing to run a programme of school summer holiday activities, and pilot the introduction of a bursary scheme to widen access to sports club membership in Mole Valley”

  • Progress Overview: 1,500 young people aged 16 and under have enjoyed a packed Mole Valley summer holiday activities programme  – with 130 free sessions over 16 activities, including multi-sports camps, Pickleball and swimming.Out of 157 responses from parents and carers collected through a post-session satisfaction survey, 91% said they and their child were “very satisfied” with the experience, with 8% reporting being “satisfied.” Many highlighted the opportunity to try something new locally and free of charge as key reasons for booking.The following testimonials were provided by parents and carers following their experience of the programme in 2025:
    • “What an amazing resource for the community. It helped us financially to fill the summer with lots of fun.”
    • “Please continue to run this programme. It helps a lot financially and getting the kids out of the house to keep active and make new friends.”
    • “Thanks for putting this on, kids loved it and as a parent it is much appreciated to help with keeping the kids busy with things to do during the holidays and covering childcare for working parents.”
    • “The gymnastics staff very experienced and familiar with supporting children with profound physical disability.”
  • Status: Green

“Work with Surrey County Council and others to seek to re-provide the space for users of the Bridge Youth Centre in Leatherhead, which has had to close for safety reasons due to the discovery of reinforced autoclaved aerated concrete (RAAC)”

  • Progress Overview: MVDC is the freehold land owner of the recreation ground on which the Bridge stands; the area of land on which the Bridge and its adjoining basketball court is situated is leased on a long lease to SCC currently.  The Bridge and basketball court have been closed due to the presence and condition of RAAC in the building.  Discussions are ongoing between SCC and MVDCs officers exploring the way forward and to ensure H&S concerns around the building are appropriately managed (the RAAC/ the condition of building as it is empty/ antisocial behavior). There have also been discussions with Leatherhead Community Hub (LCH) as they have expressed an interest in management of the basketball court with a view to enabling it to be re-opened and used.
  • Status: Amber
  • Commentary: This is rated as Amber as a solution has yet to be agreed.

“Adopt a new Affordable Housing Strategy for Mole Valley District Council which will include an action to investigate the development of its own affordable housing in the context of Local Government Reorganisation where at least one other Council is a registered provider”

  • Progress Overview: The Affordable Housing Strategy was adopted at July Cabinet.
  • Status: Green

“Spend money (from Community Infrastructure Levy and Section 106 agreements) to fund Council Priorities, including affordable housing and the infrastructure communities need. We will develop a forward plan for the allocation of strategic CIL to ensure growth is coupled to infrastructure funding.*

*the Community Infrastructure Levy cannot be used for affordable housing“

  • Progress Overview:Neighbourhood CIL is being spent through regular bidding rounds, steering group meetings and Cabinet approvals. The first bidding round for Strategic CIL closed on 22 September and will progress through Strategic CIL working group assessment before Cabinet consideration. Section 106 processes are under review to improve speed and effectiveness.Commuted sums are being used for the three remaining LAHF properties which are providing emergency accommodation units.  One property is due for completion by the end of September and the other two are due for completion by the end of November.  Any unspent monies will be returned to the commuted sums pot as no longer earmarked.  Other monies are earmarked for Ockley development although there is no timeframe for the completion of these units at this stage.  Options in relation to the Foundry are being discussed if MVDC and Homes England can each provide a third of the costs.
  • Status: Green

2025/26 Fairer Performance Indicators

Number of rough sleepers in the district on a given date

  • Status: Data Only
  • Commentary: There were fewer than 10 rough sleepers on a given night in August 2025. Please see the Performance Indicators Report on the Performance page for further information on this PI.

Number of households in bed & breakfast and nightly stay accommodation

  • Status: Data Only
  • Commentary: There were 14 households that we had placed in nightly stay or bed and breakfast accommodation at the end of August 2025.  Please see the Performance Indicators Report on the Performance page for further information on this PI.

Number of households on the Housing Register

  • Status: Data only
  • Commentary: There were 670 households on the Housing Register as at the end of August 2025.  Please see the Performance Indicators Report on the Performance page for further information on this PI.

Number of households in emergency accommodation

  • Status: Data Only
  • Commentary: There were 47 households in emergency accommodation as at the end of June 2025. Please see the Performance Indicators Report on the Performance page for further information on this PI.

Average number of affordable homes completed per year (over a five year rolling period)

  • Status: TBC
  • Commentary: The result will be available at the end of 2025/26.  To date, there are 8 units at Headley which may be completed in 2025/26; other sites, whilst agreed, are in the early pipeline stage and will come into being in 2026.  In addition, there are 3 LAHF properties being converted into temporary accommodation – one property is due for completion by the end of September and the other two are due for completion by the end of November 2025.

Percentage of incidents resolved by the Wellbeing and Community Responder Service without escalation to the Ambulance Service

  • Status: Data Only
  • Commentary: 88% of incidents were resolved by the Wellbeing and Community Responder Service without escalation to the Ambulance Service, as at the end of August 2025.  Please see the Performance Indicators Report on the Performance page for further information on this PI.

Average response time for the Wellbeing and Community Responder Service arrival on scene

  • Status: Green

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

  • Status: Data Only
  • Commentary: 15 people have received aids or adaptations to their homes via the disabled facility grant scheme as at end Q1 2025/26. Please see the Performance Indicators Report on the Performance page for further information on this PI.

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

  • Status: Red
  • Commentary: Performance at the end of Q1 2025/26 is 53% of adaptations completed within timeframes, below the target of 90%.  This equates to 15 adaptations completed with 7 outside the timeframe.  For the majority of the cases the timeframes were exceeded by a matter of days.  There were three cases where the delay was much longer than expected due to exceptional circumstances which included the discovery of asbestos, contractor availability and unsuitable weather.  In one of these cases the specification for the works was changed by a third party during the build which significantly impacted the completion time.

Time taken to instruct the repair/replacement of playground equipment

  • Status: Green
  • Commentary: Data shows items of equipment reported for repair in Q1 2025/26.

GREENER: “Striving to become carbon neutral and maximising opportunities to ensure Mole Valley remains a highly attractive area”

2025/26 Greener Annual Plan Objectives

“To ensure that Mole Valley residents and visitors can continue to enjoy the rich and diverse countryside in the district, we will seek to increase biodiversity by;  promoting areas within the District for recovery as part of the Local Nature Recovery Strategy for Surrey,  identifying potential areas for biodiversity enhancement within our parks and countryside estate; and engaging  with the communities to guide them on the action they can take to support this work”

  • Progress Overview: The Biodiversity Strategy and Action Plan has been drafted for consideration by Scrutiny Committee and approval by Cabinet at their meetings in October.
  • Status: Green

“Implement the plan to progress decarbonisation works to Dorking Halls“

  • Progress Overview: A paper has been submitted to Cabinet setting out the business case and additional capital funding request as capital costs that will go to full Council in October. The paper will also provide an update and seek approval for stage 2 works with a view to entering into the construction contract in October/November.
  • Status: Green

“Seek external funding to enable decarbonisation works to be carried out within the Dorking Civic and Cultural Area“

  • Progress Overview: As reported previously, there has been confirmation that there will be no further rounds of the PSDS (Public Sector Decarbonisation Scheme)/ Salix grant funding. Officers continue to monitor funding opportunities and will explore any relevant funding streams that become available.
  • Status: Amber
  • Commentary: No funding secured as yet.

“Explore grant funding to increase our use of solar power and other renewable energy sources“

  • Progress Overview: As previously reported there will be no further rounds of PSDS (Public Sector Decarbonisation Scheme)/ Salix grant funding. Officers continue to monitor grant funding opportunities and will explore relevant schemes if and when they become available. This will include working with our Housing Team to explore opportunities to grant fund energy improvements to our housing stock.
  • Status: Amber
  • Commentary: No funding secured as yet.

“Work with partners to upgrade the access road to the Community Recycling Centre and waste transfer station in Leatherhead, giving customers a better experience when visiting the site”

  • Progress Overview: Officers are working with SCC highways team to finalise the design, costs and programme for the road upgrade works.  Initial design works have been completed and trial pits have been undertaken to complete verification of design.  Ecological and topological surveys have also been completed. Once design is completed the planning application can be prepared and submitted.  Governance and PM protocols have also been agreed.
  • Status: Green

“Implement the agreed strategic direction for the Materials Recovery Facility”

  • Progress Overview: The legal agreements are yet to be executed as of the end of August but Grundon are operating in accordance with the new terms under a licence in the interim period.  Following a meeting with the relevant officers at JWS and SCC, a new feasibility study for the MRF site needs to be procured and its recommendations considered, as the previous study predated the proposal to establish unitary authorities and the decision by SCC to progress a new MRF at Trumps Farm to process all of the DMR generated in Surrey.  Rather than restrict the assessment to that of a MRF only, other forms of waste infrastructure may be appropriate in light of the Simpler Recycling Strategy and respond to an unmet need or market opportunity in Surrey.
  • Status: Green

“Identify the essential regulatory and health and safety works to the existing depot to ensure that it remains operational beyond the expiry of the current contract”

  • Progress Overview: Works on the workshop floor are due to commence at the end of September 2025 and are anticipate to take place over an eight-nine week programme.  Further works have been identified to ensure that the depot can be leased in accordance with the Minimum Energy Efficiency Standards (MEES), which currently require a minimum rating of E, but by 2027 were anticipated to require a minimum rating of C.  These are currently being assessed for inclusion in the MVDC capital programme 26/27.
  • Status: Green

“Reprocure a joint contract with Elmbridge Borough Council, Surrey Heath Borough Council and Woking Borough Council based on the current baseline service specification for waste collection services”

  • Progress Overview: On 1 August 2025, the four contract authorities published the tender documents.  The first stage required interested bidders to complete the Project Specific Questionnaire (PSQ) to verify their eligibility to proceed to the next stage of the procurement process.  Seven interested organisations submitted a PSQ response. As of the end of August, those responses were in the process of evaluation (Pass/Fail) to determine which bidders would proceed to the next stage, Invitation to Submit Initial Tender (ISIT).  The ISIT is due to be issued on 10 September 2025, with site visits in early October, first stage dialogue in mid October and Initial Tender submission date on 21 November 2025.
  • Status: Green

 

2025/26 Greener Performance Indicators

Percentage of waste sent for recycling, reuse and composting

  • Status: Amber
  • Commentary: The recycling rates for Mole Valley are relatively stable and fluctuate slightly (down and up) per quarter. Although not hitting our own target (55% at the end of Q1 2025/26 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 have been installed in public spaces which allow the separation of recycling and non-recycling waste.

Household waste and recycling per person

  • Status: Green

Number of missed bins per 100,000 collections

  • Status: Red
  • Commentary: Performance at the end of August 2025 is 102 missed bins per 100,000 collections, against a target of 80.  Through Joint Waste Solutions we continue to work with Amey to identify and address the causes of missed collections.

Percentage of streets with acceptable levels of litter

  • Status: Green

Percentage of streets with acceptable levels of detritus

  • Status: Amber
  • Commentary: Performance at the end of Q1 2025/26 is 89% of streets with acceptable levels of detritus, below the target of 92%. Whilst the trend is one of improvement, we continue to work with JWS and  Amey to improve KPI performance.

Reduction in the Council’s Carbon Footprint

  • Status: N/A
  • Commentary: The result for 2024/25 will be provided at the end of Q4 2025/26.

 

 

OPPORTUNITY: “Enabling a prosperous local economy with thriving towns
and villages”

2025/26 Opportunity Annual Plan Objectives

“Implement the Local Plan, begin work on updating the evidence base and work on additional supporting planning documents”

  • Progress Overview: The Affordable Housing SPD, the Design Guidance for House Extensions SPD and the Planning Obligations SPD were all adopted in July. The Design Codes SPD was consulted on during the spring/summer and is expected to be reported to Cabinet in November. This will complete the adoption of planning documents set out in the Local Development Scheme. Evidence base updates are being considered in the light of LGR.
  • Status: Green

“Work with key stakeholders across Surrey on the preparatory work for a Spatial Development Strategy to deliver growth, housing, economic and transport needs“

  • Progress Overview: Responsibility for delivering a Spatial Development Strategy lies with the County Council. Joint drafting of a paper, undertaken by Surrey heads of planning and passed to County officers, has been passed to the County Council and it is their intention to present this to Chief Executives on the 6th November. It is anticipated that unitary configuration will be known and further work can progress.
  • Status: Green

“Implement the Annual 2025/26 Business Plan for the Joint Venture Limited Liability Partnership which outlines the key milestones”

  • Progress Overview: The Annual Business Plan has been approved by Cabinet along with the Planning Strategy Business Plan.  Formal pre planning submission consultation and engagement process is completed and the Joint Venture (JV) is working towards an application submission before the end of the calendar year.
  • Status: Green

“Progress the implementation of the Riverside scheme“

  • Progress Overview: The realisation of the improvements to the Riverside in front of Claire House & James House is dependent on the developer and their timeline for that scheme.  A Strategic Community Infrastructure Levy (SCIL) funding application for a package of improvements including a destination playground as part of the wider Riverside concept was approved for inclusion on the SCIL Priority Programme in July (Gateway 1), and a subsequent programme funding application is to be submitted in September 2025.  This will be considered by the SCIL Working Group in October with a decision expected by Cabinet at its meeting in November 2025 (Gateway 2).  If a Gateway 2 approval is secured, the necessary approvals to procure one or more contractors in accordance with an approved procurement and contractor strategy will be the key next step.  Improvements to Mansion Gardens and the Riverside are also incorporated in the Parks & Open Spaces Biodiversity Strategy and Action Plan which is targeted for approval at October’s meeting of Cabinet.
  • Status: Green

“Complete essential repairs to Pippbrook House and pilot the use of Pippbrook House as a hub for culture and wellbeing”

  • Progress Overview: Works to Pippbrook House Roof are nearing completion and lathe and plaster work has been completed.  A roof tile signing ceremony was held in July, with members of the local community invited to sign slate tiles that will be installed on the roof.The pilot has begun and work is well underway to promote the facilities to local groups and individuals, with a brochure being sent out, an Open House event held June, and tours of the building as part of Heritage Open Days. Many representatives of local organisations have viewed the facilities and some bookings have been confirmed. This process is at an early stage and ongoing.A programme of professional events is also in the process of being planned and events in the diary so far include workshops, a series of lectures, children’s shows, drama, storytelling and stand-up comedy.The kitchen has been updated to meet food hygiene standards as a food preparation area.
  • Status: Green

“Explore options to bring underutilised areas on the Pippbrook campus back into temporary use to provide further community and sport facilities for residents and income for the Council”

  • Progress Overview: The Dorking Halls team are working to bring Pippbrook House back into use and any further use of the campus will be coordinated to ensure any uses/activities are compatible. Discussions have been had with various interested parties and officers are continuing to explore the feasibility of several options.
  • Status: Green

“Seek planning consent to redevelop the Foundry/Church Street site to provide homes and small scale commercial space, and create a new identity as the Museum Quarter”

  • Progress Overview: Planning approval has been given in August 2025. Officers from Property and the Housing Team are working to improve the project’s viability which includes exploring potential funding from Homes England. A paper has been submitted to Cabinet to go to full Council requesting approval for capital drawdown and the procurement strategy.
  • Status: Green

“To help places and communities perform to their best, we will put in place masterplans for Bookham and Dorking in partnership with local communities, and seek to deliver the masterplans’ projects by attracting grant funding”

  • Progress Overview: The Dorking Masterplan and the Bookham Masterplan were approved by the Cabinet in April. An amendment to the Dorking Masterplan will be considered by the Cabinet in October. Discussions are taking place regarding projects and funding.
  • Status: Green

2025/26 Opportunity Performance Indicators

Percentage of major planning application decisions overturned at appeal

  • Status: Red
  • Commentary: Performance at the end of Q1 2025/26 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.

Housing Land Supply

  • Status: Green

 

 

PROGRESSING TOGETHER: Working with our partners and the Mole Valley community, our mission is to transform our services to ensure that they are modern, valued, efficient, digital by choice and accessible to all

2025/26 Progressing Together Annual Plan Objectives

“Consider all options for the future delivery of the Disabled Facilities Grants and the handy person service from the end of the current contract period“

  • Progress Overview: The existing contract with Millbrook Healthcare runs until the end of March 2027. This contract has the option to extend beyond the initial term by up to a further three years in total.This contract is agreed by three Councils, Reigate and Banstead BC, Tandridge DC and Mole Valley DC and discussions are being had to consider views on future provision.
  • Status: Green

“Consider all options for the future delivery of the grounds maintenance contract from the end of the extended contract period”

  • Progress Overview: As previously reported, the proposal to consider aggregating street cleaning with grounds maintenance has been discounted at this stage, as for the purposes of the reprocurement of the waste contract, it was agreed that it should be included as part of the core services to be evaluated.  Flexibility is being built into the new contract for the waste and street cleaning service to enable the new unitary authority to consider alternative delivery models during the first term of the joint contract.  The Grounds Maintenance contract does not expire until 31 December 2028.
  • Status: Green

“Ensure that the Mole Valley community is represented in the ongoing discussions regarding local government reorganisation across Surrey”

  • Progress Overview: During August and the early part of September MVDC focused on responding to a  number of questions from MHCLG which could help to shape the draft Structural Changes Order. We await confirmation from the Secretary of State regarding which proposal (for two or three unitary councils) will be taken forward for implementation across Surrey.
  • Status: Green

“Contribute to the successful implementation of any structural change order issued by the Secretary of State”

  • Progress Overview: A Structural Changes Order (SCO) is unlikely to be in place prior to March 2026. However, a draft order is likely to be shared during October 2025, prior to being laid before Parliament in January 2026. MVDC responded to a number of questions from MHCLG in early September 2025. These responses could help shape the SCO.
  • Status: Green

“Pilot the implementation of a neighbourhood area committee to cover all, or part of, Mole Valley in order to help shape engagement with communities at a local level after the implementation of new unitary councils”

  • Progress Overview: A planning workshop for the Mole Valley Neighbourhood Area Committee was held in Capel at the end of July.  Partners from statutory agencies, community representatives and elected members met to discuss the pilot and how to take it forward through the rest of the year.The first Neighbourhood Area Committee will take place on 2nd October 2025.  This will be the first of 3 meetings until the end of the year which will support the evaluation of the pilot model of community engagement ahead of the development of Unitary Councils in Surrey.
  • Status: Green

“Carry out a district wide community governance review to consider governance arrangements for existing parished areas, as well as the creation of new town and parish councils in Mole Valley”

  • Progress Overview: The first stage public consultation is underway and closes on 17th October. Given the 12 week consultation period, a further communications push will be undertaken in early September to encourage participation before the closing date.
  • Status: Green

“Continue to increase the online options for residents who prefer to engage with us online and at a time that suits them, by rolling out more electronic forms and guidance for people to report, apply and pay for services on the MVDC website”

  • Progress Overview: The new Council Tax and Benefits bolt on (govTech) is scheduled to be commissioned on our My Accounts portal, following the Revenue and Benefits software upgrade in August. This will enable the public to self serve – viewing their Council Tax account. They will also be able to submit forms (such as the Single Person Discount) where typically 80% will be automated with no staff attention required.We also have a long list of forms being continuously created or amended by our Digital Solution team. The forms have increased to 91 in 2024/25, up from 78 in 2023/24.
  • Status: Amber
  • Commentary: Work slightly delayed due to staffing and prior upgrades needing to take place first.

“Continue to increase the range of topics our customer contact centre can resolve at first point of contact so that queries are resolved quickly and easily”

  • Progress Overview: First point of contact resolution is currently at 72%. CSU continues to look for opportunities to expand their knowledge and learning is shared across the team.
  • Status: Green

 

2025/26 Progressing Together Performance Indicators

Percentage of council tax collected

  • Status: Red
  • Commentary: Performance at the end of August 2025 is 48.60% against a target of 50.00%.  Collection rates are higher than at the same point in 2024 and 2023; however the targets for 2025 have been stretched with the expectation that new automated processes would have been in place by the middle of the year.  This has unfortunately been delayed and together with some internal staffing resource issues has meant theses new targets have not been achieved by a small margin.

Percentage of business rates collected

  • Status: Red
  • Commentary: Performance at the end of August 2025 is 48.94% against a target of 50.00%.  Collection rates are in line with those at the same point in 2024 and 2023; however the targets for 2025 have been stretched with the expectation that new automated processes would have been in place by the middle of the year.  This has unfortunately been delayed and together with some internal staffing resource issues has meant theses new targets have not been achieved by a small margin.

Percentage of commercial rent due on a monthly basis collected within 21 days of due date

  • Status: Red
  • Commentary: Performance for August 2025 was under target at 83% against a target of 90%. Payments due in August are often late and the Property team are aware of this and take action accordingly.  In most cases these payments are made shortly after the reporting period date.  If the debt becomes ‘aged debt’ then there is a process for managing this.n.b. there was a discrepancy with the result reported for June 2025 in the Month 3 business and budget monitoring report.  This discrepancy was due to the figure only including MVDC properties, instead of both MVDC properties and properties under MVDC Managing Agents.  The result has now been corrected.

Percentage of commercial rent due on a quarterly basis collected within 21 days of due date

  • Status: Green

Customer satisfaction with Leatherhead Leisure Centre

  • Status: Green

Customer satisfaction with Dorking Sports Centre

  • Status: Amber
  • Commentary: Performance for Q1 is under target at 73% 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 were investigating enhanced options to extend the gym and increase the level of capital investment. The capital expenditure has now been confirmed and it is anticipated that works will be completed later in 2025.  The repair to the sports hall flooring has also been programmed to commence.  Both should have a positive impact on the level of customer satisfaction.

Customer satisfaction level for Dorking Halls events

  • Status: Green

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

  • Status: Red
  • Commentary: Performance at the end of August 2025 is 69% of calls answered within 60 seconds, against a target of 80%. This is mainly due to the high number of people renewing their garden waste service during June, which meant that 54% of calls were answered within 60 seconds during that month, as well as reduced staffing levels in August. Despite this, the average wait time was 2 minutes 6 seconds.

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

  • Status: Green

Number of e-forms used to access Council services

  • Status: Data Only
  • Commentary: 24,159 e-forms were used to access Council services between April and August 2025. Please see the Performance Indicators Report on the Performance page for further information on this PI.

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

  • Status: Data Only
  • Commentary: 18,333 customers were signed up to ‘My Account’ as at the end of August 2025. Please see the Performance Indicators Report on the Performance page for further information on this PI.
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