Performance Dashboard – April 2025 – March 2026

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 4 2025/26 (January/ February/ March) 704 incidents were attended; 93% were resolved without escalation to the ambulance service with an average response time of 28 minutes. This now means that since April 2025 the Community Wellbeing Responders (CWR) have attended over 2,806 incidents with an average response time of 26 minutes.  Of the 2,806 call‑outs attended by Responders in the last 12 months, 2,568 (91%) would otherwise have been directed to SECAMB in the absence of this service. Over time, the Responder Service has established a strong collaborative relationship with the ambulance service covering East Surrey, with both organisations recognising that “slipping over and being unable to get up” is not a medical emergency in itself. The primary clinical risk arises from the long lie that can follow, during which individuals may experience hypothermia, rhabdomyolysis, pressure injuries, dehydration, and a significant deterioration in overall health and mobility.SECAmb Perfect Week ParticipationParticipation in the SECAmb Perfect Week and the subsequent clinical forum reinforced a shared understanding of the Responder Team’s capabilities. It led to an increase in referrals and highlighted several systemic issues related to the escalation of injurious falls, which negatively affect the timeliness of response. Addressing these issues has since become the focus of a paramedic MSc dissertation, offering the combined benefits of academic rigour and frontline operational insight.
• 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: In order to encourage take-up of more Disabled Facilities Grants we have communicated the higher grant aid limit to Adult Social Care. As this is a demand led service, 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.During 2025/26 98 adaptations were completed.  This compares to 44 in total for 2024/25.
• 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 worked with local stakeholders and the MP’s office, attended a number of meetings including a needs assessment workshop.
  Officers are working with SCC to identify funding sources available to support stakeholders to ascertain what this future building will be used for, what it needs to look like/ include and possible operating models.
  In terms of surrender of the lease and demolition, this is progressing and SCC have procured a contractor to undertake the works. MVDC will be undertaking the required relocation of the CCTV and BT broadband equipment in May 2026.
  This work will continue into 2026/27.
• 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 2026 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 and Neighbourhood Community Infrastructure Levy (CIL)In respect of Strategic CIL, following consideration by the Working Group, the Cabinet approved grants to a value of £7.83m in 2025/26 including playground refurbishment, medical practice fit out and rail station improvements.

  In respect of Neighbourhood CIL, following due consideration by the relevant Working Groups, the Cabinet approved grants to a value of £902,000 including the refurbishment/extension of sports facilities in Ashtead, improvements to the Community hub in Leatherhead, an arts and wellbeing hub in Fetcham, bowling club improvements in Bookham, and several improvement to sports facilities in Dorking.

  A full list of grants made during 2025/26 can be made available on request.

  Section 106

  Commuted sums monies have been used throughout the year to allow 3 units of temporary accommodation to be provided under the Local Authority Housing Fund (LAHF) where 40% of funding was from grants and 60% from commuted sums.  Monies were also used to facilitate acquiring properties on the Headley site with Stonewater again to help with LAHF commitments under Round 2.  Further commitments have been made towards Round 4 LAHF which will be spent in 2026/7.

• 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 March 2026. 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: Over the course of the year there have been on average 14 households in emergency accommodation with approximately 50% of these being single people and couples with no children.  We have not had any families in bed and breakfast for more than a couple of days and none over the 6 week timescale.  Where possible single people are accommodated in self contained accommodation although 3 of the 14 (approx) each week may share a kitchen and bathroom. Please see the Performance Indicators Report on the Performance page for further information on this PI.

Number of households on the Housing Register

• Status: Data only
• Commentary: There were 670 households on the Housing Register as at the end of March 2026. This has been the average throughout the year and should be viewed alongside the number of allocations that have happened throughout the year (225) and the number of new applications that have been received during the year (689).  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 51 households in emergency accommodation as at the end of March 2026. Across the year the average number of households in emergency accommodation has been 49 at any given time.  This has fluctuated between 47 and 57 over the year.  We remain one of the Councils with a lower number of households in emergency accommodation and over the year have increased our stock of accommodation to 39 units. 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: Red
• Commentary: The current economic climate and funding regimes for developers and registered providers are affecting the viability of developing new affordable housing on sites.  Where on site provision is proved not to be viable, the Council continues to require financial payments from developers in lieu of those units.  During 2025/26 just 3 units have been completed, which is below the target of 61 affordable homes.  These three units are all office to residential conversions within MVDC owned stock and used for emergency housing. Looking forward, there are 8 units at Headley which will be completed in June 2026; other sites, whilst agreed, are in the early pipeline stage and will complete in 2028 – Regents House and Sondes Farm Place.

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

• Status: Data Only
• Commentary: 94% of incidents were resolved by the Wellbeing and Community Responder Service without escalation to the Ambulance Service, during March 2026.Of the 2,806 callouts attended by Responders during 2025/26, 2,568 (91%) would otherwise have been directed to SECAMB in the absence of this service.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
• Commentary: The average response time for the Wellbeing and Community Responder Service arrival on scene was 31 minutes for March 2026 and 28 minutes for 2025/26 overall, exceeding the target of 60 minutes.

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

• Status: Data Only
• Commentary: 98 people have received aids or adaptations to their homes via the disabled facility grant scheme as at end Q4 2025/26.  In addition, 48 were approved. 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 Q4 2025/26 is 64.4% of adaptations completed within timeframes, below the target of 90%.  Two of the four cases that did not meet targets in Q4 were complex cases with time delays caused by contractor availability, the remaining two cases were only just over target.

Time taken to instruct the repair/replacement of playground equipment

• Status: Green
• Commentary: An average of 6 working days were taken to instruct the repair/replacement of playground equipment at the end of Q4 2025/26, 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”

2025/26 Greener Annual Plan Objectives

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

• Progress Overview: The Biodiversity Strategy and Action Plan was approved in Oct 2025, and the following projects have been completed during 2025/26:
  • Two new ephemeral (seasonal) ponds at Woodfield South, Ashtead (SNCI) following 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.
  • Flower beds across the district have been planted with nature friendly plants
  • Over 40 trees and approximately 500 mixed native hedging plants have been planted. These sites include:
    • Meadowbank Recreation Ground
    • Lower Road Recreation Ground
    • Merebank Recreation Ground
    • Ashtead Village Pond Amenity Area
  • Conservation grazing has commenced at Pixham.
  • Bird boxes have been installed in a number of locations
  • 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 have 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.
• Status: Green

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

• Progress Overview: The additional funding for the works was secured in October 2025 and planning permission for the roof mounted plant was granted in January 2026.  The works are contracted to Galliford Try and works are planned to commence in April 2026.
• Status: Green

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

• Progress Overview: As previously reported, 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: As previously reported, 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: Unfortunately no funding was secured during 2025/26.

“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: In February 2024, Council approved a provisional capital budget of £306,181 for works required to repair and improve the section of the North Leatherhead Access Road owned by MVDC. MVDC officers are working with Thames Water and SCC to agree a contribution that shall be recovered by MVDC but which is not yet confirmed.  In November 2025 Cabinet approved the drawdown of £60,000 of the allocated capital budget of to complete the design, submit a planning application and enter into legal agreements with key parties (Thames Water and SCC).

  Further to the cabinet approval in November 2025, the detailed design work has been undertaken, and a number of surveys have been undertaken including infiltration testing to establish the road drainage strategy.  This work has provided more cost certainty on the project and a paper will be brought forward to June 2026 Cabinet.

• Status: Amber
• Commentary: The work to fully cost the design and and to submit the planning application will continue into 2026/27.

“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. If the reinstatement of the MRF is not viable, one option is for Grundon to continue to operate the site as a waste transfer station with recyclate processing undertaken off-site.  This will require approval from Cabinet.  The procurement of an updated options appraisal (to reflect the implications of LGR and the granting of planning consent for a new MRF at Trumps Farm) is underway with 27 April 2026 as the tender submission deadline.
• Status: Amber
• Commentary: LGR which will bring together waste collection and waste disposal functions into one organisation, coupled with the grant of planning consent for Trumps Farm, meant that many of the assumptions underpinning the 2024 options appraisal were no longer valid. The October 2025 fire has rendered the facility inoperable due to fire damage to the machinery.  An updated options appraisal taking account of these factors is required to ensure that the new Shadow Authority for East Surrey has an up to date basis for the future use of this site.

“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: The workshop floorslab was replaced and achieved practical completion on 1 December 2025.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 informed a major capital bid for inclusion in the MVDC capital programme for 2026/27 which was approved at Full Council at its February 2026 meeting.
• 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: During 2025/26, the procurement of a new joint waste collection and street cleaning contract commenced on 1 August 2025.  The timetable outlined for the procurement has been achieved.  Following Initial Tender submissions in November 2025, the three highest scoring bidders progressed to participate in the second stage of dialogue, which concluded in March 2026.  The call for final bids was anticipated to be issued on 15 April 2026.  A major capital bid in relation to the requirement to replace the vehicle fleet was approved at Full Council for inclusion in the 2026/27 MVDC major capital programme. 
• 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 (55.7% at the end of Q4 2025/26), 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 are 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: 362.8kg of household waste and recycling were produced per person, which is better than the target of 375kg.

Number of missed bins per 100,000 collections

• Status: Green
• Commentary: There were 52 missed bins per 100,000 collections, which is better than the target of 80 missed bins.The data for October 2025 – March 2026 is under review.

Percentage of streets with acceptable levels of litter

• Status: Green
• Commentary: 98% of streets were assessed as having acceptable levels of litter, exceeding the target of 96%.The data for Q4 is under review.

Percentage of streets with acceptable levels of detritus

• Status: Red
• Commentary: Performance at the end of Q4 2025/26 is 79% of streets with acceptable levels of detritus, below the target of 92%.There has been inconsistent deployment of sweeping resource over the last two quarters which has led to a higher failure rate. Amey have committed to addressing street cleaning issues through their annual improvement plan.The data for Q4 is under review.

Reduction in the Council’s Carbon Footprint

• Status: Red
• Commentary: The result for 2024/25 shows a positive decrease compared to the result for 2023/24 (1,606 tCO₂e).  The Council’s carbon footprint result for 2024/25 has been measured as 1,585 tCO₂e, which did not meet the target of 1,338 tCO₂e.  MVDC continues to seek to reduce its emissions year on year.A recent update on the council’s carbon footprint for 2024/25 was included in a Climate Change and action plan report to June Cabinet.  The report provided an overview of MVDC’s Carbon Footprint across our operations. The emission calculations outlined in the report are compliant with the Greenhouse Gas (GHG) Protocol Corporate Standard, the globally recognised framework for corporate carbon accounting.

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 Local Plan is being implemented on a daily basis by Development Management. Infrastructure delivery is being implemented by Planning Policy through CIL and external funding streams. Work on a future Local Plan is being scoped with other Planning Policy departments in East Surrey. All other required supporting planning documents have been or are being produced according to Government and Council milestones.
• 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: With SCC leading, briefings have been provided for Chief Executives and Leaders. SCC are arranging a cross county officer meeting to begin taking the work forward, although no date has yet been set. Officer representation has been agreed.
• 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 for the redevelopment of Bull Hill and the Swan Centre has been submitted and is under consideration by the Local Planning Authority.The Annual Business Plan for 2026/27 was approved by Cabinet (in March 2026).
• Status: Green

“Progress the implementation of the Riverside scheme“

• Progress Overview:

  Upgrading of Riverside

  The specifications for works to Mansion Gardens have been confirmed and accurate quotes are being obtained with a view to awarding works in Q1 2026/27. Some of the work is seasonal (e.g. planting) so will start at the end of Q2 2026/27. The quotes are below what was originally planned as some pathworks specifications have been scaled back.  This is because some new paths will not now be constructed, to maintain the heritage of the site.

  Destination playground 

  The procurement of a contractor to design and deliver the SCIL funded playground refurbishment programme, which includes the destination playground for Leatherhead, concluded with the preferred bidder being approved at March 2026 Cabinet.  An initial meeting with the preferred bidder is programmed for April 2026 in order to develop the initial programme and approach to the engagement, consultation and design brief.

  Claire House and James House 

  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: Works to repair the roof and make the building watertight were completed in November 2025. Because this work finished over six months later than originally planned, this delayed the start of the pilot. New carpets have been fitted on the ground floor and items of furniture appropriate to the building are gradually being purchased.

  Since being opened in November, the ground floor rooms have been open for use by the community and hired for a wide range of events. As well as regular weekly events including yoga, our youth theatre company and the Repair Cafe, rooms have been hired for meetings, receptions, rehearsals, training, performances, workshops and acting classes. In addition to this the Dorking Halls team have presented a range of public events including workshops, talks, drama, films, stand-up comedy and children’s shows.

  The number of bookings and new enquiries continues to grow steadily.

• 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: As previously reported, 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: By the end of March 2026 planning permission for the padel courts had yet to be sought. This work will carry on into 2026/27.

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

• Progress Overview: Planning approval has been granted and procurement of the construction partner is underway in 2026/27.
• 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 seek to implement specific projects within the masterplans with CIL financing and/or external funding.
• Status: Green

2025/26 Opportunity Performance Indicators

Percentage of major planning application decisions overturned at appeal

• Status: Green
• Commentary: 4.4% of major planning applications have been overturned at appeal for the current assessment period April 2024 – March 2026 (appeals decided until December 2026), better than the target of 10%.

Housing Land Supply

• Status: Green
• Commentary: The current Housing Land Supply has been calculated as 5.1 years, exceeding the target of 5.0 years.

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, and the supplier has been consulted on whether they are likely to agree an extension request.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.  It was agreed that street cleaning would be retained within the core services for the joint waste collection and street cleaning contract. Flexibility has been 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 and future options for the service will need to be developed by the new unitary authority during 2027/2028, particularly if reprocurement is the preferred strategy, to allow sufficient time to plan, procure and mobilise a new contract.
• Status: Green

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

• Progress Overview: Mole Valley is represented at every level – by the Leader of MVDC as Chair of the East Surrey Joint Committee, by the Chief Executive on the Implementation Board, by SLT and other senior staff as leads and deputy leads of a  number of workstreams and by subject matter experts on all relevant workstreams.
• Status: Green

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

• Progress Overview: Mole Valley District Council is making a very significant contribution to the successful implementation of the Structural changes order. This includes at Member and officer level.
• 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: There were 5 meetings of the Dorking and Villages NAC in the pilot phase.   The meetings were well attended and priorities were set focusing on reducing isolation, poverty and deprivation in the area.  A focus was put on transport, the development of community hubs and information sharing.  A report was considered by Surrey County Council early in the new year which made recommendations around continuing this model of community engagement in the new Unitaries.  That will be a decision for the Shadow Authorities.  In the meantime, the work towards the identified priorities continues within sub groups of the NAC so that the momentum is not lost.
• 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 went out to a full public consultation running from 23rd January 2026 to 20 February 2026. The final recommendations were considered by Council on 9th March 2026. Council agreed that 3 new Parish Councils be established: Box Hill, Dorking and Westcott. It was also agreed that boundary changes be made to the Parishes of Brockham and Headley. The Reorganisation Orders were sealed at the meeting and will come into effect from 1st April 2027.
• 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:A summary of the processing types for our Govtech forms from 19 December 2025 – 12 April 2026 is as follows:
  • Automated:- Number of cases: 1,241- Percentage of total: 65.7%
  • Partially automated:- Number of cases: 72- Percentage of total: 3.8%
  • Business rules:- Number of cases: 309- Percentage of total: 16.3%
  • API issues:- Number of cases: 59- Percentage of total: 3.1%
  • Invalid transactions:- Number of cases: 209- Percentage of total: 11.1%
  • Grand Total:- Number of cases: 1,890- Percentage of total: 100%

   

  The list of Live forms are now:

  • Direct Debit
  • Single Person Discount
  • Change of Tenancy
  • Change of Address
  • Copy Bill Request
  • E-Billing Request

   

  We have a few more forms to go live, then the My Accounts setup to complete. All on track (given end of year billing interrupted the flow).

• 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: CSU deals with an ever increasing range of topics from garden waste and bin orders to council tax enquiries. Experienced advisors with a detailed working knowledge of a wide array of services provided by MVDC has enabled the resolution of a high proportion of enquiries received by phone and email, with over 70% of these being resolved at first point of contact for 2025/26.
• Status: Green

2025/26 Progressing Together Performance Indicators

Percentage of council tax collected

• Status: Amber
• Commentary: Performance at the end of March 2026 is 98.00% against a target of 99.00%.  This is a little below the collection rate achieved at the end of 2024/25 (98.30%).  This performance has been maintained through the ongoing high cost of living crisis.  During 2025/26 we have seen increased numbers of special arrangements being requested which lowers the monthly instalments and gives a longer period to make payment. We have also seen a rise in Individual Voluntary Arrangements being entered into which significantly reduces any income for those cases which are granted.

Percentage of business rates collected

• Status: Red
• Commentary: Performance at the end of March 2026 is 94.80% against a target of 98.50%.  Due to the high costs of living some businesses are struggling to pay their business rates. We signpost potential business rate relief schemes on our website and offer payment plans where businesses contact our team for support. We have seen a significant rise in businesses entering into bankruptcy and company voluntary arrangements.

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

• Status: Green
• Commentary: 92% of commercial rent due on a monthly basis was collected, exceeding the target of 90%.

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

• Status: Green
• Commentary: 92% of commercial rent due on a quarterly basis was collected, exceeding the target of 90%.

Customer satisfaction with Leatherhead Leisure Centre

• Status: Green
• Commentary: 82% of customers are satisfied with Leatherhead Leisure Centre, exceeding the target of 80%.

Customer satisfaction with Dorking Sports Centre

• Status: Green
• Commentary: 83% of customers are satisfied with Dorking Sports Centre, exceeding the target of 80%.

Customer satisfaction level for Dorking Halls events

• Status: Green
• Commentary: 93% 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 at the end of March 2026 is 78% of calls answered within 60 seconds, against a target of 80%. This shows a strong recovery from last summer when call volumes were heavily impacted by garden waste renewals. It is hoped that 2026/27 will see a reduction in such calls as the renewal process is now easier to manage online, while the team remain available to provide assistance to those that need it.

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

• Status: Green
• Commentary: 70% of enquiries were resolved at first point of contact by the Customer Services Unit, exceeding the target of 63%.

Number of e-forms used to access Council services

• Status: Green
• Commentary: 47,721 e-forms were used to access Council services during 2025/26, exceeding the target of ‘Higher than previous year’ (40,087 e-forms were used to access Council services during 2024/25). 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: 21,009 customers were signed up to ‘My Account’ as at the end of March 2026, exceeding the target ‘Higher than previous year’ (14,541 customers were signed up to ‘My Account’ as at the end of March 2024). Please see the Performance Indicators Report on the Performance page for further information on this PI.