Performance Dashboard – April – June 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: Quarter 1 Stats – 685 Incidents attended – 94% resolved without escalation with a response time of 28 minutes.NHS Commissioned Guildford and Waverley Service has been extended for 12 months to the 31st May 2026.Talks are ongoing for extension of East Surrey Service which is currently due to cease on the 31st August 2025, this will also include measuring Adult Social Care benefits to demonstrate further value in the service.Currently reviewing processes with the NHS Urgent Community Response teams to ensure that an efficient workflow is in place for recording dataConversations currently taking place to offer the Community Wellbeing Service a monthly clinical overview session.EMED – Non Emergency Patient Transport has been extended to 31st December 2025.
  • 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: 15 adaptations were completed and 9 grants were approved during the first quarter of 2025/26 (April to June).
  • 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: The booking system went live on the 12th June, with 2000 sessions across 19 different activities available to choose from. Some of the most popular activities include Multi-Sports camps, Animal Show & Tell, Pottery, Swimming and Skateboarding and Scootering. The activities have been very well received and currently just shy of 1800 session bookings have been made.  We are also offering Inclusive Gymnastics and Inclusive Movement (Yoga & Dance) sessions aimed at children with additional needs and/or disabilities.
  • 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: Discussions with Surrey CC are ongoing with a view to reaching agreement on surrender of the lease conditional on demolition.    The Bridge Youth Centre itself will need to be demolished for safety reasons.
  • Status: Amber
  • Commentary: This is amber because SCC’s internal board have not yet committed to the demolition or re-provision of the service.

“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: The Affordable Housing Strategy was agreed at Cabinet in July.  The action plan will continue to be taken forward.
  • Status: Green

“Spend money (from Community Infrastructure Levy and Section 106 agreements) to fund Council Priorities, including affordable housing and the infrastructure communities need. We will develop a forward plan for the allocation of strategic CIL to ensure growth is coupled to infrastructure funding.*

*the Community Infrastructure Levy cannot be used for affordable housing“

  • Progress Overview:Strategic CIL A report went to Cabinet on 22 July that approved the Strategic CIL Priority Spending Statement. Following this, infrastructure providers will be able to bid for Strategic CIL. A further meeting to review the Strategic CIL Priority Spending Statement is due in December. Further meetings with infrastructure providers have been arranged.  Additional Working Group meetings may be required to ensure infrastructure funding is delivered at pace.Neighbourhood CILThe recommendations from the latest NCIL North and NCIL South Working Group were reported to Cabinet on 22 July. A new round of NCIL bidding will close on 1 October.Section 106

    Commuted sums are being used for the three remaining LAHF properties which are providing emergency accommodation units.  These will be finished by the end of September and any unspent monies returned to the commuted sums pot as no longer earmarked.  Other monies are earmarked for Ockley development although there is no timeframe for the completion of these units at this stage.  Options in relation to the Foundry are being discussed if MVDC and Homes England can each provide a portion of the costs.

  • Status: Green

2025/26 Fairer Performance Indicators

Number of rough sleepers in the district on a given date

  • Status: Data Only
  • Commentary: There were fewer than 10 rough sleepers on a given night in June 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 June 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 663 households on the Housing Register as at the end of June 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 46 households in emergency accommodation as at the end of June 2025. 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 come into being in 2026.  In addition, there are 3 LAHF properties being converted into temporary accommodation which will complete by September 2025.

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

  • Status: Data Only
  • Commentary: 93% of incidents were resolved by the Wellbeing and Community Responder Service without escalation to the Ambulance Service, as at the end of June 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: 15 people have received aids or adaptations to their homes via the disabled facility grant scheme as at end Q1 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 Q1 2025/26 is 53% of adaptations completed within timeframes, below the target of 90%.  This equates to 15 adaptations completed with 7 outside the timeframe.  For the majority of the cases the timeframes were exceeded by a matter of days.  There were three cases where the delay was much longer than expected due to exceptional circumstances which included the discovery of asbestos, contractor availability and unsuitable weather.  In one of these cases the specification for the works was changed by a third party during the build which significantly impacted the completion time.

Time taken to instruct the repair/replacement of playground equipment

  • Status: Green

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: A Biodiversity Strategy for MVDC Parks and Open Spaces, together with an associated Action Plan will be considered at [September/October] Cabinet for adoption for the period [2025-2028].
  • Status: Green

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

  • Progress Overview: Officers are preparing a paper for September Cabinet to provide an update and seek approval for stage 2 works with a view to entering into the construction contract in October/November.
  • Status: Green

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

  • Progress Overview: Officers are monitoring grant funding opportunities and will be preparing applications for those that are most suitable/offer the best chance of success.   Alignment with currently available grants has not been identified.
  • Status: Green

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

  • Progress Overview: Central Government has confirmed that there will not be any further rounds of  SALIX decarbonisation funding. This is disappointing but officers are monitoring grant funding opportunities and will prepare and submit applications where appropriate.
  • Status: Amber
  • Commentary: This is amber because there will be no further rounds of the main source of public sector decarbonisation funding.

“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: Officers are working with SCC highways team to finalise the design, costs and programme for the road upgrade works.
  • Status: Green

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

  • Progress Overview: The contract extension has been agreed with Grundons for the period commencing 1 April 2025 up to and including 31 March 2028 with an optional 1 year extension to 31 March 2029.  The next phase of work is to progress an options appraisal for the MRF in light of Local Government Reorgansiation and the proposed new MRF at Trumps Farm. to The contract extension has been agreed with Grundons for the period commencing 1 April 2025 up to and including 31 March 2028 with an optional 1 year extension to 31 March 2029.  The next phase of work is to progress an options appraisal for the MRF in light of Local Government Reorganisation (LGR) and the proposed new MRF at Trumps Farm.
  • Status: Green

“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: Following approval of the budget at June Cabinet, works to replace the vehicle workshop floor are in the pre-delivery phase.  Draft programme targets start on site at the end of July, with an 8 week duration.
  • 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 various documents to be included in the tender documents are well advanced and the project is on track to advertise the contract opportunity no later than 1 August 2025.
  • 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 and fluctuate slightly (down and up) per quarter. Although not hitting our own target (55% at the end of Q1 2025/26 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 have been installed in public spaces which allow the separation of recycling and non-recycling waste.

Household waste and recycling per person

  • Status: Green

Number of missed bins per 100,000 collections

  • Status: Green

Percentage of streets with acceptable levels of litter

  • Status: Green

Percentage of streets with acceptable levels of detritus

  • Status: Amber
  • Commentary: Performance at the end of Q1 2025/26 is 89% of streets with acceptable levels of detritus, below the target of 92%. Whilst the trend is one of improvement, we continue to work with JWS and  Amey to improve KPI performance.

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 ImplementationLocal Plan implementation is monitored through the Authority Monitoring Report (AMR). The first AMR for the new Local Plan will cover the period April 2024 to March 2025 and will be published in February 2026.  The first five year housing supply figure since the adoption of the new Local Plan has been calculated. Housing delivery is on target with a supply of 5.1 years, which includes a 20% uplift due to past underperformance. A significant amount of housing has now been granted planning permission on sites allocated within the Local Plan.Evidence base requirements are being kept under review in the context of the Spatial Development Strategy and Local Government Reorganisation.Three Supplementary Planning Documents (SPDs) were adopted by the Cabinet on 22 July. A further four SPDs, which are Design Codes, are due to be adopted in October following the close of a consultation on 8 July.
  • 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: Surrey Heads of Planning and the Surrey Place Leaders (officer group) are progressing a paper for Chief Executives to secure joint working for the preparatory work on a Spatial Development Strategy. Currently there is no indication of substantive risks to the delivery of a programme of preparatory work.
  • Status: Green

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

  • Progress Overview: Annual Business Plan has been approved by Cabinet along with the Planning Strategy Business Plan.  Formal pre planning submission consultation and engagement process is completed and the Joint Venture (JV) is working towards an application submission in September/October.
  • Status: Green

“Progress the implementation of the Riverside scheme“

  • Progress Overview: A bid to Strategic CIL has been submitted to enable the delivery of a destination playground as part of the wider Riverside concept.  If approved at Cabinet in July 2025, this will enable the procurement of the scheme to be planned (subject to a further Cabinet approval of the contract and procurement strategy) and then once procured, confirmation of the allocation from Strategic CIL.
  • Status: Green

“Complete essential repairs to Pippbrook House”

  • Progress Overview: Works to Pippbrook House Roof are nearing completion (due to complete in August). A roof tile signing ceremony was held in July, with members of the local community invited to sign slate tiles that will be installed on the roof.
  • Status: Green

“Pilot the use of Pippbrook House as a hub for culture and wellbeing”

  • Progress Overview: The roof repair works are due to finish completely by the end of September. This is different to when the pilot project was first conceived and the budget set, which assumed the pilot would begin in April when Dorking Halls was due to close for refurbishment work. This would mean the team were free to concentrate on Pippbrook House.Now the pilot will begin in October, six months later than planned and also when Dorking Halls will now be very much open and busy. This will have an impact on income, so the cost of the service is currently forecast to be £23k more than budget.Work has begun on promoting the facilities to local groups and individuals, with a brochure being sent out and an Open House event taking place in June, when representatives of local organisations were invited to view the facilities. We have since had quite a few enquiries and started to take some bookings. This process is ongoing.A programme of professional events is also in the process of being planned and events in the diary so far include workshops, a series of lectures, children’s shows, drama, storytelling and stand-up comedy.The kitchen has been updated to meet food hygiene standards as a food preparation area.
  • 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: The Dorking Halls team are working to bring Pippbrook House back into use and any further use of the campus will be coordinated to ensure any uses/activities are compatible. Early discussions have been had with various interested parties and officers are exploring the feasibility of several options.
  • Status: Green

“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: A planning application has been summited and is on the agenda for August Development Management Committee. Value engineering and design review is currently underway in order to improve the projects viability. Viability is marginal.  Procurement strategy is being developed. Officers are targeting taking a paper to the September Cabinet requesting approval for capital drawdown and procurement strategy.
  • 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 Dorking and Bookham Masterplans were approved by the Cabinet on 16 April. Infrastructure provider meetings, aligned with strategic CIL spending, are aware of the high level needs identified in the masterplans. There are currently no active bids for external funding.
  • Status: Green

2025/26 Opportunity Performance Indicators

Percentage of major planning application decisions overturned at appeal

  • Status: Red
  • Commentary: Performance at the end of Q1 2025/26 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: 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: 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.
  • Status: Green

“Consider all options for the future delivery of the grounds maintenance contract from the end of the extended contract period”

  • Progress Overview: 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: The Leader, Deputy Leader and a number of senior staff continue to have ongoing dialogue with SCC, other districts and boroughs, partner organisations and MHCLG regarding local government reorganisation across Surrey. In the first quarter of the year the emphasis has been on MVDC identifying and jointly submitting a preferred option (2 unitary proposal) and responding to the statutory consultation which MHCLG launched on 17 June 2025. In addition, work has begun to compile data which will help the new shadow authority (once established) to prepare for go-live and beyond.
  • Status: Green

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

  • Progress Overview: It is likely that a draft Structural Changes Order (SCO) will be laid before parliament in January 2026 and made in March 2026. Discussions regarding the content of a draft SCO are expected to take place during Q2. In the meantime, work has begun to gather data which will assist any joint committee and shadow authority set up by the SCO to prepare for go-live and beyond.
  • 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: Preparation underway for an initial planning Workshop for the Dorking and Villages Neighbourhood Area Committee Pilot at the end of July.
  • 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: On 15th July 2025, Council agreed the Terms of Reference, formally marking the start of the Community Governance Review.The first stage public consultation will commence on Friday 25th July and run until 17th October.
  • 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: The new Council Tax and Benefits bolt on (govTech) is scheduled to be commissioned on our My Accounts portal, following the Revenue and Benefits software upgrade in August. This will enable the public to self serve – viewing their Council Tax account. They will also be able to submit forms (such as the Single Person Discount) where typically 80% will be automated with no staff attention required.We also have a long list of forms being continuously created or amended by our Digital Solution team.
  • 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 74%. CSU continues to look for opportunities to expand their knowledge and learning is shared across the team. With the implementation of a new Revenues and Benefits system later in the year, there may be further opportunities to improve the first point of contact experience for our residents.
  • Status: Green

 

2025/26 Progressing Together Performance Indicators

Percentage of council tax collected

  • Status: Green

Percentage of business rates collected

  • Status: Green

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

  • Status: 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: Amber
  • Commentary: Performance for Q1 is under target at 73% 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 were investigating enhanced options to extend the gym and increase the level of capital investment. The capital expenditure has now been confirmed and it is anticipated that works will be completed later in 2025.  The repair to the sports hall flooring has also been programmed to commence.  Both should have a positive impact on the level of customer satisfaction.

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 June 2025 is 68% of calls answered within 60 seconds, against a target of 80%. This is mainly due to the high number of people renewing their garden waste service during June, which meant that 54% of calls were answered within 60 seconds during that month. Despite this, the average wait time was 2 minutes 26 seconds.

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: 14,463 e-forms were used to access Council services between April and June 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: 16,656 customers were signed up to ‘My Account’ as at the end of June 2025. Please see the Performance Indicators Report on the Performance page for further information on this PI.
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