Performance Dashboard – April – October 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: During Quarter 2 (July/ August/ September) 702 incidents were attended; 90% were resolved without escalation with a response time of 25 minutes.Talks are ongoing with SECAmb to provide referral pathways to the Responders to avoid the need for a CAT 3 Ambulance activation. There is a plan to collocate in the Contact Centre so that support can be directly given and opportunities for closer working is aligned.

    The service continues to develop pathways with Urgent Community Response teams when identifying residents who may require additional and clinical oversight once a safe lift has been completed.

    EMED – Non Emergency Patient Transport has been extended to 31st March 2026.

  • 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 quarter one and quarter two of the year 2025/26 (the latest data available) 27 adaptations were completed and 23 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: As previously reported, 1,500 young people aged 16 and under 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: Officers have been working with SCC officers to agree the surrender of the lease on The Bridge building, conditional on demolition. Good progress has been made and SCC are currently pulling together documentation including the specification in order to secure a contractor. In addition, it has been agreed that SCC will install additional hoarding to increase the safety of the site.
  • Status: Green

“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: As previously reported, 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:Strategic CIL

    Two bids were recommended for funding and one was recommended for deferral at the SCIL Working Group in October. These recommendations will be considered by the Cabinet on 25 November. A further three bids are due to be considered at the SCIL Working Group in December along with revisions to the Priority Spending Statement.

    Neighbourhood CIL

    The NCIL North Working Group considered four bids at its meeting on 3 November and the group’s recommendations are due to be considered at the Cabinet on 25 November. Three bids are recommended for funding and one for deferral. There were no bids for the NCIL South Working Group to consider in this round.

    Section 106

    Commuted sums are being used for the three remaining Local Authority Housing Fund (LAHF) properties which are providing emergency accommodation units.  All properties have been completed on time. 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 October 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 20 households that we had placed in nightly stay or bed and breakfast accommodation at the end of October 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 645 households on the Housing Register as at the end of October 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 57 households in emergency accommodation as at the end of October 2025.  Whilst our numbers are at a high we do have 10 households who have been nominated for properties and are awaiting move in dates.  This will create movement and reduce numbers overall. 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 complete in 2028 -Regents House and Sondes Farm Place. One of the three Council-owned properties being converted from offices into temporary accommodation has now been completed and is occupied with the remaining two 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 October 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: 27 people have received aids or adaptations to their homes via the disabled facility grant scheme as at end Q2 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 Q2 2025/26 is 66.7% of adaptations completed within timeframes, below the target of 90%.  During Q2, seven out of the nine adaptations were completed within the time frames.  For the two that were not, one was 12 days over due to unforeseen issues that caused the delay such as an inspection chamber cover preventing installation of a ramp which resulted in new plans being required.  The other was 8 days over due to two different contractors being required for the different elements of the adaptation, which resulted in delays due to booking start dates to align.

Time taken to instruct the repair/replacement of playground equipment

  • Status: Green
  • Commentary: Data shows items of equipment reported for repair in Q1 and Q2 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 Cabinet approved the Biodiversity Strategy and associated Action Plan at its meeting in October.As at the end of October, the Parks & Open Spaces team had instructed one of the first projects, the creation of a seasonal pond in Ashtead that takes advantage of a naturally wet site and reinstates to some extent a historical wetland feature shown on the 1870 edition of the OS map. A seasonal pond is a unique ecosystem which provides critical habitats for specialise flora and fauna including certain amphibians and plants.  The fluctuating water levels protect newt larvae from fish predators and support amphibian and insect life.

    The Strategic Community Infrastructure Levy (SCIL) working group met to consider the Parks & Open Spaces team’s bid which included a number of projects to enhance biodiversity in our Parks & Open Spaces.  The working group’s recommendations will be considered by Cabinet at its meeting in November and if approved, this will provide additional investment to support implementation of the Action Plan over the period up to and including March 2028.

  • Status: Green

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

  • Progress Overview: A planning application for the Phase 2 works has been submitted. UKPN have undertaken works to upgrade the the electrical infrastructure to enable and de-risk the project in terms of programme. Execution of the construction contract with the construction partner is imminent. The Dorking Halls team are preparing for decant.
  • Status: Green

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

  • Progress Overview: Grant funding has been secured to deliver Solar Panels on the roof of Dorking Halls but no further grant funding has been obtained. Earlier this year the national government confirmed that there would be no further funding rounds of the Public Sector Decarbonisation (Salix) grant scheme. Officers will continue to explore and where appropriate apply for grant schemes if and when they become available.
  • Status: Green

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

  • Progress Overview: Earlier this year the national government confirmed that there would be no further funding rounds of the Public Sector Decarbonisation (Salix) grant scheme. Officers will continue to explore and where appropriate apply for grant schemes if and when they become available.
  • 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: As previously reported, 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 trail 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 submitted.  Governance and Project Management protocols have also been agreed.
  • Status: Green

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

  • Progress Overview: The legal agreements have still not been completed by Grundons as of end of October, although the facility continues to be operated by them under a licence incorporated the agreed terms of the extension.  The licence was in place at the time of the fire on 16 October which rendered the facility unusable due to fire-related damage from smoke and heat.  The facility is insured by Grundons and the insurers are assessing the options for the MRF.  Officers are in regular dialogue with Grundons and attended the site in November.  Depending on the scale and cost of the works to bring the MRF back into operation, this may influence the shape and scope of the updated strategic options appraisal.
  • Status: Amber
  • Commentary: The pre-procurement and procurement will not commence until Q4 2025-2026 and this means that completion of this objective is anticipated to extend into 2026-2027.  This provides an opportunity for the options appraisal to be considered by the Shadow Authority in light of the wider waste infrastructure available to the new East Surrey Council.

“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 to replace the Dorking Depot workshop floor slab commenced in September 2025 and as of end of October were on track to complete on time, with the workshop scheduled to be handed back to Amey on 3 December, subject to there being no snags or defects affecting completion and certification.  A major capital bid has been prepared for inclusion in the Council budget reports for consideration by Scrutiny Committee, Cabinet and then for a decision by Full Council in February 2026.
  • 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: The procurement commenced when the contract notice was published on 1 August 2025.  The first stage – assessing the suitability of eight interested organisations in the contract opportunity – resulted in seven organisations being invited to submit an initial tender.  Six have proceeded to participate in the initial dialogue stage and the deadline for submission of initial tenders is 21 November.  The plan is to conclude evaluation of these in December, with three bidders shortlisted to proceed to the final stage of dialogue commencing in January 2026.
  • 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 but the numbers do fluctuate slightly (down and up) between quarters.  Our target remains high and despite not quite reaching it (54.1% at the end of Q2 2025/26 against a target of 57% – the latest available data), MVDC continues to benchmark very well against other local authorities nationally. Joint Waste Solutions continue to provide information to residents to encourage more recycling and our seeking to engage with Clarion to ensure that contamination of recycling within our housing portfolio continues to fall further.

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: Green

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 planning policies of the Local Plan are implemented daily. Most of the significant site allocations in the Local Plan have planning permission. Three Supplementary Planning Documents have been adopted and a further four are set to be adopted in November. Evidence base work is being undertaken to quantify the District’s retail offer and identify any potential residential development sites within the built-up areas.
  • 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: Presentation to District and Borough Leaders (and Chief Executives) on the headline purposes of the Spatial Development Strategy undertaken. Leaders suggested County and District and Borough officers work collectively on project plan, cross boundary communication and engagement approach and external checks and challenges resource.
  • Status: Green

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

  • Progress Overview: The planning application was submitted on 6th November.  The second Annual Business Plan is being prepared in line with the agreed programme as set out in the legal agreements and will come forward to Cabinet for approval.
  • Status: Green

“Progress the implementation of the Riverside scheme“

  • Progress Overview: A bid for grant funding to include the creation of a new destination playground from the Strategic Community Infrastructure Levy was agreed at July Cabinet for inclusion on the Priority Programme.  An application for the funding to be allocated was submitted in September and considered at a meeting of the SCIL working group in October.  The application is scheduled for determination at November Cabinet.  If approved, November Cabinet will also be asked to approve the procurement and contract strategy for the contractor to take forward the proposal in consultation with the community.The Cabinet approved the Biodiversity Strategy and associated Action Plan at October Cabinet and this will enable a number of planned interventions to move into the planning phase, although delivery may take place in 26/27.  This links to the wider Riverside concept scheme, and includes enhanced planting at Mansion Gardens.  We are also exploring opportunities for further volunteering days and assistance from Kier as part of the Leret Partnership joint venture social value offer.
  • 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 repair the roof at Pippbrook House are due to be completed at the end of November. Much of the scaffolding has already been taken down.  Dorking Halls have promoted Pippbrook House as a venue and it has already hosted a number of events.  Many bookings are in place over the coming months.
  • 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: Options identified but requiring more significant investment are not currently being taken forward in light of LGR.  Discussions are underway with GLL and also with Dorking Lawn Tennis Club  to develop the padel courts.  Planning permission shall be required.
  • Status: Amber
  • Commentary: With the implications of the planning process, it is possible that this will not be progressed this financial year.

“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 is in place and officers are preparing tender documentation to secure a construction partner.  Key stakeholder consultation will continue throughout.
  • 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 masterplans for Dorking and Bookham have been approved. Officers are working with the Dorking BID representatives on delivering selected projects within the Dorking masterplan.
  • Status: Green

2025/26 Opportunity Performance Indicators

Percentage of major planning application decisions overturned at appeal

  • Status: Red
  • Commentary: Performance at the end of Q2 2025/26 has been calculated by MVDC to be 12.2% 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.

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: As previously reported, 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: Earlier this year MVDC agreed to jointly submit a proposal for 2 unitary councils across Surrey once all 12 existing councils are disbanded. Subsequently, MVDC submitted a joint response with SCC and Elmbridge BC to the MHCLG consultation and to a number of questions posed regarding the potential content of a draft Structural Changes Order. Now that MHCLG has confirmed the way forward, MVDC is focused on ensuring that the Mole Valley community continues to be represented in future discussions regarding the implementation of the agreed proposal.
  • Status: Green

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

  • Progress Overview: A paper regarding setting up a joint committee to take this work forward is being considered by Cabinet on 25 November 2025 and Council on 2 December.In addition, officers are meeting regularly to consider the next steps in implementation.
  • 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: Dorking and Villages NAC pilot has held 2 formal Neighbourhood Area Committees which were well attended and received by partners.  An agreement to prioritise focusing on issues like poverty, isolation and deprivation and how that impacts communities was agreed and actions were taken away.  There is one more meeting of this pilot set for early December and then there will be an evaluation phase to make recommendations to SCC regarding the potential future of this method of community engagement.
  • 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 consultation closed on 17th October and Officers are working on analysing the results. These will be discussed with the Devolution Working Group in advance of an all Member seminar. The draft recommendations will be presented to Council in February 2026 and if agreed will then go out to further public consultation.
  • 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: Online Council Tax forms which are automated and integrated with back office applications are due to launch early December. These will enable residents to engage with the Council Tax Service online, at any time of the day that suits the customer.The Communications Team will promote more widely in January once soft launch has proved successful.
  • Status: Amber
  • Commentary: Delays as a result of the need to prioritise other upgrades to the system have pushed the go live date back for the release of the council tax online forms.

“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 71%. 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: Green

Percentage of business rates collected

  • Status: Green

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

  • Status: Amber
  • Commentary: Performance for October 2025 was under target at 88% against a target of 90%. This is mainly due to one tenant who is billed quarterly but pays monthly. This is being updated so that future invoicing reflects the payment plan that has been agreed with the tenant.

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 Q2 is under target at 76% 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 have been investigating enhanced options to extend the gym and increase the level of capital investment. The increased capital expenditure was approved and works commenced in October; unfortunately due to the layout of the centre the works have caused further disruption, with the gym area being reduced in size and members having to use the swim changing rooms. During December (which is historically the quietest time of the year) the whole gym will be closed and members have the option to use alternative facilities in Leatherhead and Reigate and Banstead, but we expect customer satisfaction levels to stay amber until the newly refurbished gym opens in January 2026.   Another contributing factor has been the delayed repair to the sports hall flooring due to an insurance claim, however this has now been fully replaced which will also have a positive impact on the level of customer satisfaction going forward.

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 October 2025 is 72% of calls answered within 60 seconds, against a target of 80%. This is mainly due to garden waste renewals and service delivery shortfalls from our waste contractor. In addition we are also seeing elongated call duration of over 4 minutes on average and CSU is short-staffed until December. Despite these challenges the average wait time is currently under 2 minutes.

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: 31,900 e-forms were used to access Council services between April and October 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: 19,420 customers were signed up to ‘My Account’ as at the end of October 2025. Please see the Performance Indicators Report on the Performance page for further information on this PI.
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