Performance Dashboard – 2024/25 Outturn

 

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

2024/25 Fairer Annual Plan Objectives

“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 out of school activities”

  • Progress Overview: The Mole Valley Summer Holiday Activity Programme saw 1300 session attendances in total, across 17 different activities, including multi-sport camps, street art workshops, skateboarding, golf, pottery painting, swimming and much more.
  • Status: Green

“Continue to expand our Mole Valley Life services by working with Health and Social Care partners, so that older and vulnerable people can live well and independently in their own homes for longer”

  • Progress Overview: Community Wellbeing Responders attended just over 2,000 incidents with 91% not requiring further intervention and avoiding costs of approximate £600k to the system. We are continuing our talks with Urgent Community Response Teams with a view to further developing this area of work and potential partnership working. In terms of the Community Transport service, we completed 1,500 Non- Emergency Patient Transport journeys. During the year, Mole Valley launched an innovative connected care service using data and analytics to empower residents to remain living independently at home. The service is leading the way with digital technologies which utilise movement, temperature and light to identify subtle changes in behaviour which will enable support to be organised before the resident has an emergency need. We continue to talk with Surrey County Council around future partnerships working with Adult Social Care.
  • Status: Green

“Implement the revised approach to the provision of Disabled Facilities Grants to maximise support to vulnerable residents”

  • Progress Overview: Disabled Facilities Grants go towards the cost of providing adaptations and/or facilities to meet necessary basic housing needs for someone with a disability. During 2024/25 we approved 49 grants, with 16 being approved in the final 3 months of the year. Over the course of the year, 44 adaptations have been completed, with 16 being completed in the final 3 months of the year.
  • Status: Green

“Continue to build community capacity and support community infrastructure through the continuation of a grant scheme”

  • Progress Overview: At its meeting on 18th June 2024 Cabinet agreed to award funding to 11 projects as part of the 3rd round of UKSPF Community Capacity Building and Infrastructure Support grant scheme. The projects supported helped to build capacity to deliver social action projects and/or improve community provision, in turn helping to build pride in place and/or increase life chances. All grant awards have now been made and recipient organisations have 12 months in which to complete their projects.
  • Status: Green

“Undertake refurbishment works at Dorking Halls”

  • Progress Overview: Phase 1 of the refurbishment works, which included the replacement of the fibrous plaster ceiling in the Grand Hall, installation of a ventilation system in the Masonic Hall, as well as the creation of a draught lobby and refurbishment of the disabled WCs and refurbishment and expansion of the ladies WCs, was completed on time and within budget. The venue reopened to the public on 9th December 2024.
  • Status: Green

“Implement a revised approach to CCTV across the District”

  • Progress Overview: In October 2024, Cabinet approved the ongoing provision of Public Realm CCTV in Mole Valley following the withdrawal of Surrey Police from the long-standing partnership in which they provided live monitoring of the cameras. We have progressed work on this, with the evaluation of tender submissions completed and the decision taken to award the contract for the provision of public realm CCTV to Chroma Vison Ltd. This became effective on 03 April 2025.
  • Status: Green

“Make best use of developer contributions (from Community Infrastructure Levy and Section 106 agreements) to fund Council Priorities, including affordable housing* and infrastructure for communities”

*the Community Infrastructure Levy cannot be used for affordable housing

  • Progress Overview: The Council continues to consider bids for Neighbourhood CIL and manage spending on community level projects that support growth. The Strategic Community Infrastructure Working Group has met and will be reporting to Cabinet in the next municipal year with a range of strategic infrastructure projects to be delivered. Commuted sum payments were used in 2024/25 to help fund the 36 units housing development at Kingston House Gardens owned by Clarion housing. Monies have also been used to help fund LAHF (Local Authority Housing Fund) units, and this will continue with the refurbishment and conversion of three further office units into temporary accommodation before July 2025.
  • Status: Green

2024/25 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 March 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 13 households that we had placed in nightly stay or bed and breakfast accommodation at the end of March 2025.  This is the same number as March 2023; the average number of households over the year has been 13.  Further information regarding the team’s approach to emergency accommodation can be found in the Homelessness and Rough Sleeping Strategy.  Families are only placed in bed and breakfast accommodation when there is no other option and over the last year this has only been as an out of hours placement until the next working day.  We have managed over the year to negotiate the costs of self-contained nightly stay accommodation with our providers and have managed to secure more properties located in the district. 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 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. 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 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. Please see the Performance Indicators Report on the Performance page for further information on this PI.

Number of affordable homes completed

  • Status: Green
  • Commentary: 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.

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

  • Status: Data Only
  • Commentary: 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. 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: Green
  • Commentary: 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.

Time taken to repair/replace playground equipment

  • Status: Green
  • Commentary: 2 working days were taken to instruct the repair/replacement of playground equipment, exceeding the target of 10 working days.

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

2024/25 Greener Annual Plan Objectives

“Deliver biodiversity net gain requirements in Mole Valley and deliver action plans to enhance the ecology in our open space as well as keeping residents and businesses advised on how they can continue to contribute to biodiversity. “

  • Progress Overview: BNG delivery in Mole Valley through the Development Management (DM) service has been achieved. The implementation of BNG has been delivered with a Senior Ecology Officer solely working on BNG, their attendance at Surrey Ecology groups, regular meetings with the Development Manager and Surrey County Council’s ecology officers. Training is being delivered across the DM
    team. Purchase of Mycelia software has been instrumental to enabling successful delivery of this area of work. Planning decisions which are subject of BNG legal agreements are now being issued as the Council have now agreed their BNG Monitoring Fee schedule so the backlog is being dealt with. As these decisions incorporate legal agreements which can make processing decisions more lengthy, extensions of time are
    sought with the applicant. In terms of work to enhance the ecology in our open spaces, actions taken include new shrub planting types, changes to mowing frequency, pond clearance, shrub tree clearance and meadow management. Our Sustainable Mole Valley website has an area dedicated to biodiversity and there is a specific badge that applies to biodiversity. The website provides information for residents on how they can support biodiversity in Mole Valley.
  • Status: Green

“Continue to support the development of new community groups and volunteer workforces to support the Council’s priorities, including helping to facilitate the creation of community gardens “

  • Progress Overview: Using UKSPF money, we have focussed on encouraging people who live or work in Mole Valley to volunteer. A number of initiatives were set up with volunteers doing everything from pond clearance and litter picks, to constructing and installing bee hotels. In addition, 7 local organisations received funding to enable new community gardens to be built or existing ones to be improved.
  • Status: Green

“Implement the actions in the Climate Change Strategy and update the Climate Change Action Plan to work towards becoming carbon neutral by 2030.  This will include the delivery of the solar energy production at Leatherhead Leisure Centre and review of other opportunities for solar provision through the strategic asset management working group“

  • Progress Overview: Full Carbon Literacy training has been delivered to additional members of staff. A bespoke e-learning training course has been developed and will be rolled out to all staff, members and beyond. This course builds on the principles of Carbon Literacy, its focus is broader—aiming to embed lasting behaviour change across the organisation and strengthen our overall approach to sustainability. MVDC has conducted a staff travel survey, the data will feed into the development of a comprehensive staff sustainable travel plan. For the first time, the survey results will be integrated into our carbon footprinting model, allowing us to assess and improve the baseline CO2 emissions related to commuting. MVDC has undertaken a comprehensive review and update of the carbon footprint model. The new model provides an accurate representation MVDC’s carbon footprint, including the emissions from our larger contracts and the businesses we work with to deliver services. The model now allows for the proper assessment of the environmental impact of third-party suppliers and service providers, enabling us to make more informed decisions in line with our sustainability goals. The updated model allows us to track and evaluate the
    carbon impact of our supply chain and service delivery, creating a clearer picture of how to influence and reduce emissions beyond our immediate operations. Roof mounted solar at LLC is being explored with Community Energy South but there are challenges with viability relating to the complex membrane covering of the roof. Solar Carports are being progressed at LLC carpark and the works contract is currently being procured with anticipated completion of the project in the autumn.
  • Status: Green

“Provide advice to businesses, residents and community/voluntary organisations to promote decarbonisation, including the provision of grants to village and community halls to reduce cost of living through decarbonisation “

  • Progress Overview: UKSPF grant funding has been fully committed to support businesses, community halls and residents. A range of businesses were offered support to develop decarbonisation plans and, through our partnership with Bioregional, MVDC hosted workshops to support businesses with developing Climate Action Plans and to provide foundational knowledge across carbon literacy and carbon
    footprinting. Sustainable Mole Valley is a website developed with funding from the UK Shared Prosperity Fund, providing an engaging platform where residents can explore MVDC sustainability initiatives, practical suggestions for how residents can reduce their carbon footprint together with highlighting and celebrating sustainability successes within the community and local businesses. The website also provides guidance and resources which include practical toolkits, templates, offers practical tips, step-by-step guidance towards decarbonisation, and and carbon literacy resources for businesses. MVDC has actively promoted a ‘circular economy’ by working with local
    communities and businesses. This helps establish an economic system based on the reuse and regeneration of materials or products, especially as a means of continuing production in a sustainable or environmentally friendly way. Examples include showcasing initiatives such as the Library of Things, which encourages borrowing rather than buying, promoting local B-Corp businesses that prioritise sustainability, and highlighting community-led efforts like the Community Orchard Project. In addition, MVDC provided UKSPF funding provided grants to 8 community organisations to retrofit their buildings to make them more energy efficient and sustainable.
  • Status: Green

“Continue to work towards adoption of the Local Plan as required and when adopted, commence work on Supplementary Planning Documents as set out in the Local Development Scheme”

  • Progress Overview: The Local Plan was adopted by the Council on 15 October 2024 and no legal challenges were received during the judicial review period. A new Local Development Scheme was adopted on 4 February 2025. The draft Affordable Housing SPD, the draft House Extensions SPD and the draft Planning Obligations SPD were all consulted on between 13 January and 28 February 2025. The responses to the consultation and the consequent revisions to the documents will be considered at the Planning Policy Working Group on 19 June with a view to adoption at Cabinet on 22 July 2025.
  • Status: Green

2024/25 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 (55.4% 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.

Household waste and recycling per person

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

Number of missed bins per 100,000 collections

  • Status: Green
  • Commentary: There were 67 missed bins per 100,000 collections, which is lower than the target of 80 missed bins.

Percentage of streets with acceptable levels of litter

  • Status: Green
  • Commentary: 99% of streets were assessed as having acceptable levels of litter, exceeding the target of 96%.

Percentage of streets with acceptable levels of detritus

  • Status: N/A
  • Commentary: Data under review.Amey has deployed a dedicated Rapid Response Streets Team who have been targeting traffic islands and pathways across the district.

Reduction in the Council’s Carbon Footprint

  • Status: Data Only
  • Commentary: 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.

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

  • Status: Green
  • Commentary: 100% of trees in Zone 1 areas have been inspected within the agreed timeframes, achieving the target of 100%.

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

  • Status: Green
  • Commentary: 100% of trees in Zone 2 areas have been inspected within the agreed timeframes, achieving the target of 100%.

 

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

2024/25 Opportunity Annual Plan Objectives

“Deliver a grant programme to enable organisations to support those setting up, or growing their business, and also provide funding for individual businesses to help start-up and growth”

  • Progress Overview: UKSPF money has been used to fund a Business Support Grant Scheme to support those setting up, or growing their business, and also to provide funding for individual businesses to help start-up and growth. The scheme set a target of awarding 25 grants. From the 140 valid application received 25 were awarded funding based on the criteria in the schemes policy. All 140 applicants were offered the opportunity to receive feedback on their submissions. Approximately 30 individuals took up this offer and were provided with detailed feedback on their applications. In addition, several applicants elected to meet with Mole Valley for Business (MVFB) advisers for further guidance and support.
  • Status: Green

“Achieve the 2024/25 milestones for Transform Leatherhead:• Progress phase 1 of the Riverside project.• Joint Venture – implement the 2024/25 Annual Business Plan to include consultation and preparation of hybrid planning application, including detailed design for Phase 1 of the scheme.“

  • Progress Overview: Riverside project – Demolition of Claire and James House has been completed and McCarthy Stone
    have submitted their planning application. Joint Venture – The first and second phase of full public consultation on the concepts for Bull
    Hill and the Swan Center are complete. Final design changes are underway and the team are preparing for a planning application submission in September 25. The Annual Business Plan 2024/25 has been approved by Cabinet.
  • Status: Green

“Achieve the 2024/25 milestones for Opportunity Dorking:• Undertake essential repairs to ensure that Pippbrook House is weather tight.• Continue to seek funding and explore management options for Pippbrook House. • Progress the regeneration of the Foundry/Church Street site through submission of a full planning application for mixed use redevelopment and tender for construction.”

  • Progress Overview: Pippbrook House – We have progressed works to Pippbrook House to undertake essential repairs to ensure the building is weather tight. The roof works are underway and are due to be completed by July/August 2025. A planning application for change of use has been submitted and was approved in April 2025. The Dorking Halls team are progressing plans to bring the building back into use. Officers are exploring potential grant funding from the Architecture Fund and The Historic Buildings Foundation. The Foundry/ Church Street – We have continued to progress the regeneration of the Foundry/Church Street site. Full public consultation was undertaken in March 2025 and a planning application was submitted in May 2025.
  • Status: Green

“Undertake master planning of Dorking and Bookham centres to articulate a long term vision for the areas, establish priorities for investment /infrastructure and assist in attracting  external funding “

  • Progress Overview: The Bookham Masterplan and the Dorking Masterplan were approved by the Cabinet on 16 April 2025 articulating a long term vision for the areas. This will assist the Council in seeking external funding to deliver projects as appropriate.
  • Status: Green

“Undertake car park refurbishments on Grove Road, Ashtead”

  • Progress Overview: Works to the Grove Road Car Park in Ashtead were completed as planned.
  • Status: Green

“Fund employment and skills programmes across the District with a particular emphasis on North Leatherhead and North Holmwood, combining self-confidence and mentoring support for all ages with practical skills for employment, becoming self-employed or starting a business”

  • Progress Overview: The Mole Valley Employment and Skills Hub (MV Hub), located in the Swan Centre in Leatherhead, has continued to be a welcoming and supportive space for the community. MV Hub provides advice, guidance and coaching to local people who are unemployed, facing redundancy or struggling to sustain paid employment. The support provided has included digital skills, numeracy skills,
    English language lessons and confidence building. In addition, during the colder months, as part of Surrey’s Warm Welcome scheme, residents were able to enjoy a free hot drink and access a range of valuable services designed to enhance their wellbeing. Over the past 12 months, regular jobs fairs have been held at MV Hub in Leatherhead and in the in Dorking at Dorking Halls and the Christian Centre, with each event attracting 70-100 job seekers offering them a fantastic opportunity to connect with potential employers and explore new career
    prospects. In the region of 15 exhibiting employers attended each of the fairs, including Beaverbrook, Surrey Police, Wotton House, Bullimores and Bucher Municipal. In North Holmwood, MV Hub’s Friday drop-in advice clinic at Harvest Church on the Goodwyns Estate in Dorking continues to thrive, providing invaluable outreach support to residents. These sessions bring together a range of partners, including Work Coaches from the Jobcentre, Christians Against Poverty for debt advice, Energy Manage for help with utility bills and accessing energy
    and water discounts, Clarion Housing, and the National Careers Service, offering guidance on CV writing, career planning, and interview skills. Additionally, MV Hub advisers maintained a strong presence at the Leatherhead Community Hub, ensuring continued outreach support for residents in North Leatherhead. The MV Hub exceeded its UKSPF targets:
    419 people assisted (target 350)
    156 people secured jobs (target 130)
    744 referrals to additional services were made (target 500)
    In addition, the Hub surpassed its DWP targets for the youth hub initiative:
    150 young people were assisted (target 100)
    64 young people secured jobs (target 30)
    66 referrals to additional services were made (target 35)
  • Status: Green

2024/25 Opportunity Performance Indicators

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
  • Commentary: 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.

Percentage of major planning application decisions overturned at appeal

  • Status: Red
  • Commentary: 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.

Housing Land Supply

  • Status: N/A
  • Commentary: 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.      

 

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

2024/25 Progressing Together Annual Plan Objectives

“Continue to work jointly with Elmbridge for the delivery of a joint depot for Mole Valley and Elmbridge in close proximity to the existing facilities at Randalls Road“

  • Progress Overview: A phase 1 outline site design has been carried out by Eunomia. This shows, as anticipated, that land outside of MVDC ownership will be required. The baseline design has been costed and Eunomia has issued their final report on feasibility. A valuation of the additional land required was procured and valuations of the MVDC and EBC depots were procured on an existing use value (i.e excluding
    any hope value from redevelopment). A joint ownership and cost sharing principle was agreed to be put forward for discussion with the relevant lead Cabinet Members and then for wider socialisation. However, the publication of the Government’s proposals for devolution and local government reorganisation, coupled with uncertainty over the unitary groupings, meant that this work has not been progressed further.
  • Status: Red
  • Commentary: The proposals cannot be sensibly progressed whilst there is a lack of clarity over the future relationship between MVDC and EBC, and there may be other opportunities that present themselves as a result of the proposed move to a unitary model with other assets presenting viable alternative option(s). In the interim, it will be necessary to ensure that the existing depots are capable of being statutorily compliant, including the relevant energy performance certificate requirements, as both depots are anticipated to be required by the contractor taking on the re-procured waste service with effect from June 2027.

“Deliver the Evolve 2026 transformation programme to transform our services to ensure that they are modern, valued, efficient, digital by choice and accessible by all and assist in delivering the savings required by the MTFP”

  • Progress Overview: Evolve 2026 has achieved £1.27m of savings in 2024/25 against a target of £1.91m – 66% of target. Four projects – Procurement, Effective Use of Assets, Property Efficiencies and Strategic Review – did not fully achieve the forecasted savings in 2024/25,
    however, some of the shortfall was mitigated by the ‘overperformance’ in our Fees & Charges. Activity is continuing on all four of those projects and progress has been made on all of these to deliver future savings/income. Evolve 2026 dashboard highlighted progress on savings vs target and milestone delivery allowing us to demonstrate robust governance and control of progress in real time. Project owners engagement on our ‘proactive’ approach to programme management – weekly nudges/121s etc – continues to improve and some are now using the MS Project board to regularly update their projects with oversight from the Transformation team. The project board allows project managers to flag at an early stage any projects that become ‘At Risk’ therefore allowing timely interventions through our Governance and Control strategy. Two internal audits (SIAP) of Evolve 2026 Transformation programme undertaken to review:
    • Governance, structure and implementation
    • Project Delivery vs objectives/plans
    Both audits resulted in a substantial rating with no suggested amendments required on our processes. Evolve 2026 colleague engagement plan is now embedded to engage both internal and external stakeholders. The plan includes timely project progress updates as well providing opportunity for colleagues to share and be part of generating and delivering Continuous Improvement initiatives. Due to recent communication re devolution/LGR, some activities are paused until we have clarity on future approach therefore allowing any engagement to align. Full alignment with our Council Strategy continues with identified 2025/26 transformation projects added to service areas’ Business Plans. These have been signed off and are captured on our 2025/26 MS Projects board to continue the effective tracking, monitoring and reporting. ‘Delivery Planning’ workshops have been held with each project manager to support the design and implementation of delivery plans providing clarity on specific milestones, delivery dates and owners.
  • Status: Amber
  • Commentary: Savings have been significantly impacted due to a shortfall in two key themes: Pippbrook & MOVA. Pippbrook: The shortfall is the result of inability to find & secure tenant/rental income in 2024/25. Marketing activity continued leading to a tenant being secured from July 2025. MOVA: The shortfall is due to the timing of the sale of Game, however savings generated are more than forecasted – £1.038m against a £907k target. The extra £130k will be carried over to 2025/26.

 

2024/25 Progressing Together Performance Indicators

Percentage of council tax collected

  • Status: Amber
  • Commentary: 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.

Percentage of business rates collected

  • Status: Green
  • Commentary: 98.98% of business rates were collected, exceeding the target of 98.50%.

Percentage of commercial rent collected within 21 days of invoice

  • Status: Amber
  • Commentary: 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.

Customer satisfaction with Leatherhead Leisure Centre

  • Status: Amber
  • Commentary: 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.

Customer satisfaction with Dorking Sports Centre

  • Status: Red
  • Commentary: 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.

Customer satisfaction level for Dorking Halls

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

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

  • Status: Amber
  • Commentary: 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.

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

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

Number of e-forms used to access Council services

  • Status: Green
  • Commentary: 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). 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: Green
  • Commentary: 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). Please see the Performance Indicators Report on the Performance page for further information on this PI.
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