Performance Dashboard – April – December 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 3 (October/ November/ December) 707 incidents were attended; 91% were resolved without escalation to the ambulance service with an average response time of 26 minutes. This now means that since April 2025 the Community Wellbeing Responders (CWR) have attended over 2,100 incidents with an average response time of 26 minutes and 91% attended without escalation.The CWR Team attended the SECAmb Banstead Hub in December to work alongside the clinical team to share knowledge of the service to create better awareness of how responders could work along side the ambulance service to prevent the long lie deterioration.Talks continue with Surrey Heartlands and Surrey County Council to understand the opportunities for long term development of the service.The contract for Non Emergency Patient Transport has been extended to the end of 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 the first three quarters of the year 2025/26 (the latest data available) 32 adaptations were completed and 36 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: MVDC Officers are working closely with SCC and key local stakeholders. SCC have confirmed that the RAAC issues alongside maintenance liabilities and the fact that there is no operational requirement means it is not economically viable to retain the building. There is also an acknowledged risk associated with leaving the building vacant, including a heightened likelihood of deterioration and anti‑social behaviour.Officers are in the process of negotiating the surrender of the lease conditional on demolition. The loss of a community facility is however acknowledged. Both SCC and MVDC are committed to working with key local stakeholders to explore the potential for a new, fit for purpose facility. Neither SCC or MVDC are able to fund this directly but are supportive of working with the community to explore possible funding opportunities (this could include CIL, grant funding, Your Fund Surrey, etc).
  • 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.  Actions being progressed from the action plan include capping rents within S106 agreements at Local Housing Allowance levels and including late stage review mechanisms on all sites where policy compliant bricks and mortar provision is not possible.  The Council has launched our Empty Homes Policy, and also continues to prioritise downsizing social housing households on our allocations policy in order to encourage people to move, enabling us to recycle social housing stock to those with an appropriate bedroom requirement.
  • 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 CILIn November 2025, the Cabinet agreed funding for various park and recreation ground enhancements across Mole Valley totalling £3.9m. It also agreed funding for improvements at Dorking West Station totalling £0.4m.In December 2025, the SCIL Working Group recommended funding, totalling £0.4m, for an artificial football pitch at Therfield School, Leatherhead. It also recommended £0.025m of funding for natural flood management for the Pippbrook upstream of Dorking.Neighbourhood CIL

    In November 2025, the Cabinet agreed £75k for the refurbishment of Ashtead Cricket Club, £32k for a net zero energy project at St Mary’s Church Hall, Fetcham and £100k for an Arts and Well-Being Hub at Oakfield Junior School, Fetcham.

    Section 106

    Commuted sums were used for the provision of 3 Local Authority Housing Fund (LAHF) properties which have increased our emergency accommodation stock.  Further funds are proposed to be used on a development in Ockley and Sondes Farm Place to help bring the rents down on the 3 and 4 bedroom properties to social rent levels.  In addition to this we are looking to use commuted sums on Round 4 of the LAHF programme to help with the purchase of a further 2 emergency housing units.

  • 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 December 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 December 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 632 households on the Housing Register as at the end of December 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 December 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 and the remaining two are being handed over in January 2026.

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

  • Status: Data Only
  • Commentary: 91% of incidents were resolved by the Wellbeing and Community Responder Service without escalation to the Ambulance Service, as at the end of December 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: 32 people have received aids or adaptations to their homes via the disabled facility grant scheme as at end Q3 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 Q3 2025/26 is 68.8% of adaptations completed within timeframes, below the target of 90%. The adaptations in Q3 were completed within the timeframes; the result reflects the performance from the previous two quarters.

Time taken to instruct the repair/replacement of playground equipment

  • Status: Amber
  • Commentary: Performance at the end of Q3 2025/26 is 11 working days for officers to instruct the repair/ replacement of playground equipment, against a target of 10 working days. Two cases were queried by the Parks team as the kit needed replacement timbers but had only recently had different timbers on the same kit repaired.  This meant that it took longer to instruct the repair of the equipment.Data shows items of equipment booked for repair in Q1, Q2 and Q3 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:Two new ephemeral (seasonal) ponds at Woodfield South (SNCI) were created in October 2025 and followed the approximate location of two water bodies recorded on the OS map of 1870. The vegetation suggests that this area lies wetter than the rest of the site. We will monitor how these ponds develop but this should aid wetland species recovery in the area.MVDC is currently carrying out annual tree planting for the 2025/26 winter season. This will involve 38 standard trees planted across a number of our formal recreation grounds. These sites include:
    • Meadowbank Recreation Ground
    • Lower Road Recreation Ground
    • Merebank Recreation Ground
    • Ashtead Village Pond Amenity Area

     

    Further planting of hedges and shrubs are also planned along a number of other sites to increase biodiversity.

    The parks team has also undertaken riparian bankside planting at Ashtead Park around an historic ornamental pond with mixed native species. These works have been combined with wood pasture/ parkland restoration work in the adjacent area. The site is a grade II registered Park with a number of veteran oak trees and species rich grassland. These works are part of our ongoing restoration of this ecologically, and historically significant landscape.

    We will be undertaking a programme of hedge planting at Meadowbank Recreation ground in February planting up 77 meters of mixed native hedging which is also advertised as a staff volunteering opportunity.  Additionally, a further 30m of loose hedge planting is planned at the entrance to Ashtead Recreation Ground with further low planting along the roadside boundary at Cotmandene.

    As mentioned above, MVDC has also been undertaking landscape restoration works at Ashtead Park removing secondary woodland to restore the important and rare habitat type of Wood Pasture/ Parkland on this site.  We have also undertaken some woodland ‘halo’ release work at Ashtead Gap. This site is part of the historic Ashtead Common and the site contains a number of veteran trees. This vital work will help give the existing oak trees space to grow without excess competition from younger more vigorous trees which would in time degrade this rare habitat type.

    Further biodiversity improvements are also planned through the Park’s Strategic CIL (SCIL) programme and work on developing the specifications for the purposes of procuring is underway.

  • Status: Green

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

  • Progress Overview: Capital funding was approved by Full Council in October. Planning approval for the roof mounted plan was granted in January 2026. The construction contract has been executed with an April start on site.  The necessary planning and execution of the decant of the Dorking Halls team to Pippbrook is underway.
  • 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.Drawdown of budget to progress design, planning and legals approved in October 25.
  • Status: Amber
  • Commentary: Amber rating is to reflect current timescales as the project will run into the next financial year.

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

  • Progress Overview: Following the fire in October 2025, Grundons continue to await the final determination of their insurance claim.  This will determine the interim options for the MRF.  The preparatory work to procure an updated options appraisal is underway, with the specification currently being drafted.
  • Status: Amber
  • Commentary: Completion of this objective is anticipated to extend into 2026-2027. This provides an opportunity for the options appraisal for the Shadow Authority to consider its recommendations in light of the wider waste infrastructure strategy for East Surrey.

“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 achieved practical completion on 1 December and has been reoccupied by Amey.A number of works have been identified to ensure the depot can be let to the new contractor with the requisite EPC certificate from June 2027.  This has informed a major capital bid for inclusion in the MVDC capital programme for 26/27 for consideration by Scrutiny, Cabinet and approval 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 deadline to submit the Initial Tender was 21 November, and five submissions were received by the deadline.  These were evaluated between  24 Nov-12 Dec and moderation was completed w/c 15 December.  The outcome letters are planned to be issued to bidders the week commencing 19 January.  The three highest scoring bidders will be invited to continue in the procurement and engage in the second stage of dialogue.  The second stage is planned to take place 26 January – 27 March, with final bids being invited 15 April 2026.

    A major capital bid in relation to the requirement to replace the vehicle fleet has been put forward for inclusion in the 26/27 MVDC major capital programme and will be progressed through the various governance processes.  

  • 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 of 57% remains high and despite not quite reaching it (54.1% at the end of Q2 2025/26 – we are awaiting data for December 2025 to enable us to report Q3 performance), 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
  • Commentary: Performance as at Q2 2025/26 (we are awaiting data for December 2025 to enable us to report Q3 performance).

Number of missed bins per 100,000 collections

  • Status: Red
  • Commentary: Performance at the end of September 2025 (the latest available data) is 86 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: Red
  • Commentary: In the Q3 Litter And Detritus Survey (undertaken in December 2025) Amey has not achieved the target of 92% for acceptable levels of detritus (achieving 85%) as a result of the build up of leaves and other detritus in this period. Although additional resource is expected to be deployed in the autumn months this has not maintained the level of cleaning within target.  JWS has requested a debrief meeting with Amey to review the leafing programme for 2025 and understand how it can be adapted for better outcomes in 2026.

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: Local Plan site allocations are obtaining planning permission. The Local Plan policies are operated every day by Development Management. Seven Supplementary Planning Documents have been adopted over the course of 2025-26 to assist with the implementation of the Local Plan. The Council is monitoring development activity and trends as part of the evidence base.
  • 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: Presentations outlining the purpose and program for delivery of a Spatial Development Strategy has been delivered to Chief Executives and Leaders across Surrey. Budget allocation is being progressed through the 2026/27 budget setting process. First Surrey wide officer meeting arranged for January 2026.
  • 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 has been submitted and validated. The Annual Business Plan is being prepared for approval by Cabinet early next year (March 2026).
  • Status: Green

“Progress the implementation of the Riverside scheme“

  • Progress Overview: Works to develop a destination playground will be part of a wider programme of park enhancements that were agreed as part of the CIL programme. Tenders are due back on 26 January. These will then go through a process of evaluation and the award of the contract is planned to be reported to Scrutiny and Cabinet in March 2026.Once we award the contract we will meet with the contractor to discuss the destination playground and the steps forward for installation. One of the first steps will be the local community consultation for their views on what apparatus the playground should contain.

    The McCarthy Stone application for redevelopment of the site formerly occupied by the Claire House & James House offices includes a range of public realm and landscaping improvements along the Riverside frontage.  Implementation of the proposals for the Riverside element associated with the redevelopment of Claire House & James House proposals are contingent on planning being secured and that is a matter for the LPA and the applicant, McCarthy Stone.The application MO/2024/1870 is currently awaiting determination by MVDC as the Local Planning Authority.

  • Status: Green

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

  • Progress Overview: Following completion of the roof works in November 2025 and the removal of the scaffolding,  Pippbrook House continues to be promoted as a venue for hire and as a venue for directly promoted events.

    In addition to some regular weekly events there are one-off bookings by a range of organisations. The venue is already being hired for a range of events including meetings, workshops, rehearsals, training courses and networking events and we are in discussions about adult acting classes and creative writing courses.

  • 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 has been approved and additional capital budget approved. Procurement documents currently being prepared.
  • 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 were approved by the Cabinet during the 2025-26 year. Work is ongoing to attract additional funding for specific projects to accompany CIL financing.
  • 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 (the latest available data) 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.n.b. The government used a dataset of appeals running from January 2023 to December 2024, inclusive of appeal decisions up to September 2025, to determine the latest annual outcome, published in December 2025.  This showed MVDC’s performance as 10.4%, which is above the threshold.  This relates to an earlier timeframe to the figure for Q2 2025/26 above. Officers are working to ensure alignment of MVDC and government published figures.

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: Members and Officers continue to represent the MVDC community in all ongoing discussions regarding  local government reorganisation across Surrey. Since the last update this has included discussions with MHCLG regarding the timetable for “mop up” legislation to cover a range of things such as civic and ceremonial matters.  There will be further talks regarding this in the last quarter of the year.
  • Status: Green

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

  • Progress Overview: Since the last update the focus has been on preparing for the first meeting of the East Surrey Joint Committee to be held on 15 January 2026. In December 2025 Council considered and agreed a proposal to set  this up on a voluntary basis in advance of the Structural Changes order coming into effect later this year. Draft Terms of Reference were also considered.The Implementation Team is also being  set up on a voluntary basis with each Chief Executive expected to play a role in leading a theme and sponsoring a number of workstreams which will support the transition process.
  • 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 3 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.  This was the final of the 3 initial meetings planned and there will be an evaluation report taken to Surrey County Council Cabinet in late January for consideration of the effectiveness across the 4 pilot areas and whether to continue to develop the model in order to pass it over to the new Shadow Authorities.
  • 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: In July 2025, Council agreed to carry out a CGR of Mole Valley. The stage one consultation was undertaken for a period of 12 weeks between July and October 2025. The results of this helped inform the development of draft recommendations to be considered by Council.An extraordinary Council meeting was called in early January 2026 where the decision was taken to expedite the CGR timetable and the draft recommendations agreed.

    The draft recommendations will go out to a full public consultation running until 20 February 2026. A report with the final recommendations will be bought to an extraordinary Council meeting for consideration in early March.

  • 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: Two new Council Tax and Benefits bolt on (govTech) forms are now live. Further forms are being tested by the Revenues team and are scheduled to follow shortly.40 submissions were made over the Christmas break and processed automatically.
  • Status: Green

“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: Amber
  • Commentary: Performance at the end of December 2025 is 84.90% against a target of 85.00%.  MVDC normally sees a reduction in collection rates around Christmas as people tend to prioritise paying other things than their Council tax over the holiday period.

Percentage of business rates collected

  • Status: Red
  • Commentary: Performance at the end of December 2025 is 82.78% against a target of 85.00%.  MVDC normally sees a reduction in collection rates around Christmas.  We have also been carrying out a number of reviews on Small Business Rate Relief & Discretionary Rate Reliefs which if ended will increase charges. The reviews are now complete.

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

  • Status: Green

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: Green

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 December 2025 is 75% of calls answered within 60 seconds, against a target of 80%. While the PI is still red, call volumes reduced in November and December when compared to the previous year and in December the team answered 85% of calls within 60 seconds.  The average wait time remains 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: 37,766 e-forms were used to access Council services between April and December 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: 20,057 customers were signed up to ‘My Account’ as at the end of December 2025. Please see the Performance Indicators Report on the Performance page for further information on this PI.
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