Performance Indicators Report April – October 2025

Number of rough sleepers in the district on a given date

Status: Data Only

Current Target: N/A

There were fewer than 10 rough sleepers on a given night in October 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

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

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.

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

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

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

Current Target: N/A (aim to maximise)

Data shows the percentage for each month.

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

Status: Green

Current Target: 60 minutes (aim to minimise)

Data shows the average time for each month.

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 (aim to maximise)

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: Red

Current Target: 90.0% (aim to maximise)

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.

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 (aim to minimise)

Q1 2025/26: 8 working days

Q2 2025/26: 7 working days

Data shows items of equipment reported for repair in Q1 and Q2 2025/26.

Percentage of waste sent for recycling, reuse and composting

Status: Amber

Current Target: 57.0% (aim to maximise)

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.

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.

Household waste and recycling per person

Status: Green

Current Target: 375.0kg (aim to maximise)

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

Number of missed bins per 100,000 collections

Status: Red

Current Target: 80 (aim to minimise)

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.

Data shows the total (per 100,000 collections) for each month.

Percentage of streets with acceptable levels of litter

Status: Green

Current Target: 96% (aim to maximise)

Data shows the percentage for each quarter.

Percentage of streets with acceptable levels of detritus

Status: Green

Current Target: 92% (aim to maximise)

Data shows the percentage for each quarter.

Reduction in the Council’s Carbon Footprint

Current Target: 1338 tonnes (aim to minimise)

2022/23: 1856 tonnes

2023/24: 1606 tonnes

The result for 2024/25 will be provided at the end of Q4 2025/26.

Data shows annual result.

Percentage of major planning application decisions overturned at appeal

Status: Red

Current Target: 10.0% (aim to minimise)

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

Current Target: 5 years (aim to maximise)

2024/25 – 5.1 years

Data shows the latest annual result (published July 2025).

Percentage of council tax collected

Status: Green

Current Target: 65.00% (aim to maximise)

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

Percentage of business rates collected

Status: Green

Current Target: 65.00% (aim to maximise)

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

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

Status: Amber

Current Target: 90.00% (aim to maximise)

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.

Data shows percentage of rent collected for each month.

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

Status: Green

Current Target: 90.00% (aim to maximise)

Data shows percentage of rent collected for each quarter.

Customer satisfaction with Leatherhead Leisure Centre

Status: Green

Current Target: 80% (aim to maximise)

Data shows the percentage of customers in Q2 2024/25 who responded to the survey rating their visit to Leatherhead Leisure Centre as satisfactory.

Customer satisfaction with Dorking Sports Centre

Status: Amber

Current Target: 80% (aim to maximise)

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.

Data shows the percentage of customers in Q2 2024/25 who responded to the survey rating their visit to Dorking Sports Centre as satisfactory.

Customer satisfaction level for Dorking Halls

Status: Green

Current Target: 85% (aim to maximise)

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: Red

Current Target: 80% (aim to maximise)

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.

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)

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

Number of e-forms used to access Council services

Status: Data Only

Current Target: N/A (aim to maximise)

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: Data Only

Current Target: N/A (aim to maximise)

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