Performance Indicators Report April 2024 – January 2025

Number of rough sleepers in the district on a given date

Status: Data Only

Current Target: N/A (aim to maximise)

There were fewer than 10 rough sleepers on a given night in January 2025.

Number of households in bed & breakfast and nightly stay accommodation

Status: Data Only

Current Target: N/A (aim to maximise)

There were fewer than 10 households that we had placed in nightly stay or bed and breakfast accommodation at the end of January 2025.

Number of households on the Housing Register

Status: Data Only

Current Target: N/A

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

Number of households in emergency accommodation

Status: Data Only

Current Target: N/A

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

Number of affordable homes completed

Status: Data Only

Current Target: N/A

Q1 2023/24: 0

Q2 2023/24: 0

Q3 2023/24: 0

Q4 2023/24: 7

Q1 2024/25: 1

Q2 2024/25: 1

Q3 2024/25: 39

The target is 47 affordable homes completed by the end of 2024/25. To date, 39 units have been completed.

In addition to the three Local Authority Housing Fund properties, the Clarion scheme at Kingston House Gardens has also now completed.  This provided 36 units of affordable and social rented units as well as share ownership properties.  We are currently providing nominations for the 36 units which have been built at Randalls Way in Leatherhead.  These are Build To Rent flats of 1,2 and 3 bedrooms.  Rents on this development have been capped at Local Housing Allowance rents and residents will also benefit from the use of the onsite gym and concierge service.

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

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

Status: Data Only

Current Target: N/A

Q1 2024/25: 8

Q2 2024/25: 26

Q3 2024/25: 28

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

Percentage of approved disabled facility grant applications where the adaptation has been completed

Status: Green

Current Target: 90.0%

Q1 2024/25: 100.0%

Q2 2024/25: 100.0%

Q3 2024/25: 100.0%

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

Time taken to instruct the repair/replacement of playground equipment

Status: Green

Current Target: 10 working days

Q1 2024/25: Unknown

Q2 2024/25: 2 working days

Q3 2024/25: 2 working days

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

Percentage of waste sent for recycling, reuse and composting

Status: Amber

Current Target: 57.0% (aim to maximise)

Q1 2023/24: 55.8%

Q2 2023/24: 56.5%

Q3 2023/24: 56.6%

Q4 2023/24: 56.5%

Q1 2024/25: 55.8%

Q2 2024/25: 56.0%

Q3 2024/25: 56.1%

The recycling rates for Mole Valley are relatively stable and fluctuate slightly (down and up) per quarter. Although not hitting our own target (56.1% at the end of Q3 2024/25 against a target of 57%), nationally we benchmark very well against other local authorities.

We continue to engage with residents on the importance of reducing residual waste and increasing recycling, including reduction of contamination in household recycling (which affects our overall score). We have successfully rolled out food recycling to flats in Mole Valley and this is having a positive impact on our performance. We are trialling food recycling to housing units in Leatherhead, Dorking and North Holmwood.

New bins are being installed in public spaces which will allow the separation of recycling and non-recycling waste. A Mole Valley wide communication plan, #beproud, is planned and will focus on taking pride in the environment.

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

n.b. The data published is the latest available data at the time of publication.  The figures are provisional and are updated as further data from waste streams is confirmed.  Final figures are submitted to Defra, a year or more in arrears.

Household waste and recycling per person

Status: Green

Current Target: 375.0kg (aim to maximise)

Q1 2024/25: 368.7kg

Q2 2024/25: 377.0kg

Q3 2024/25: 374.5kg

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

Number of missed bins per 100,000 collections

Status: Red

Current Target: 80 (aim to minimise)

MVDC are working closely with Joint Waste Solutions for Amey to produce a recovery plan to make significant improvements to the service.

Data shows the total (per 100,000 collections) for each month (May 2024 is the latest available data).

Percentage of streets with acceptable levels of litter

Status: Green

Current Target: 96% (aim to maximise)

Q1 2023/24: 98%

Q2 2023/24: 99%

Q3 2023/24: 98%

Q4 2023/24: 97%

Q1 2024/25: 99%

Q2 2024/25: 99%

Q3 2024/25: 99%

Data shows the percentage for each quarter.

Percentage of streets with acceptable levels of detritus

Status: Red

Current Target: 92% (aim to maximise)

Q1 2023/24: 95%

Q2 2023/24: Unknown

Q3 2023/24: 86%

Q4 2023/24: 88%

Q1 2024/25: 87%

Q2 2024/25: 87%

Q3 2024/25: 77%

Joint Waste Solutions are working proactively with Amey to improve the level of street cleaning across the District.  Amey started using new mechanical sweeping vehicles at the beginning of March 2025 and it is hoped that this will improve performance going forward.

Data shows the percentage for each quarter.

Reduction in the Council’s Carbon Footprint

Status: N/A

Current Target: 3000 tonnes (aim to minimise)

2018/19: 4162 tonnes

2019/20: 4065 tonnes

2020/21: 3271 tonnes

2021/22: 3289 tonnes

2022/23: 3630 tonnes

The result for 2023/24 will be provided at the end of Q4 2024/25.

Data shows annual result.

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

Status: Green

Current Target: 100% (aim to maximise)

Q1 2023/24: N/A

Q2 2023/24: 100%

Q3 2023/24: 100%

Q4 2023/24: 98%

Q1 2024/25: 100%

Q2 2024/25: 100%

Q3 2024/25: 100%

Data shows percentage of trees inspected within agreed timeframes as at the end of the quarter.

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

Status: Green

Current Target: 100% (aim to maximise)

Q1 2023/24: N/A

Q2 2023/24: 100%

Q3 2023/24: 100%

Q4 2023/24: 100%

Q1 2024/25: 100%

Q2 2024/25: 100%

Q3 2024/25: 100%

Data shows percentage of trees inspected within agreed timeframes as at the end of the quarter.

The extent to which Transform Leatherhead is considered to be making progress towards the Masterplan vision (1 being not at all and 5 very well)

Status: Unknown

Current Target: 4 (aim to maximise)

2021/22: 3

2022/23: 3

2023/24: Unknown

2024/25: Unknown

The survey for 2024/25 will take place in Q4 2024/25.

Percentage of major planning application decisions overturned at appeal

Status: Red

Current Target: 10.0% (aim to minimise)

Q1 2023/24: 2.7%

Q2 2023/24: 8.1%

Q3 2023/24: 8.1%

Q4 2023/24: 6.0%

Q1 2024/25: 8.0%

Q2 2024/25: 10.6%

Q3 2024/25: 14.3%

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).

Housing Land Supply

Status: Unknown

Current Target: 4 years

The 2024-25 Housing Land Supply will monitor housing completions from 1 April 2024 to 31 March 2025. As such, the 2024-25 result will not be known until July 2025 as time is needed to visit and confirm housing completions on or after 31 March 2025.  As a result, performance against this PI will be reported at that point.   

Percentage of council tax collected

Status: Amber

Current Target: 94.05% (aim to maximise)

MVDC normally sees a slight reduction in collection rates near to the Christmas holiday period as people prioritise other areas of expenditure.  In addition the November magistrate court hearing to approve the summonses did not go ahead as planned. The summonses were presented to the Magistrates court in December for approval instead.

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

Percentage of business rates collected

Status: Green

Current Target: 89.86% (aim to maximise)

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

Percentage of commercial rent collected within 21 days after the quarter day

Status: Green

Current Target: 90.00% (aim to maximise)

Q1 2023/24: 95.00%

Q2 2023/24: 97.00%

Q3 2023/24: 58.00%

Q4 2023:24: 73.00%

Q1 2024/25: 77.00%

Q2 2024/25: 80.67%

Q3 2024/25: 92.38%

Data shows percentage of rent collected for each quarter.

Customer satisfaction with Leatherhead Leisure Centre

Status: Green

Current Target: 80% (aim to maximise)

Q1 2024/25: 74%

Q2 2024/25: 73%

Q3 2024/25: 83%

Data shows the percentage of customers in Q3 2024/25 who responded to the survey rating their visit to Leatherhead Leisure Centre as 7 out of 10 or above.

Customer satisfaction with Dorking Sports Centre

Status: Amber

Current Target: 80% (aim to maximise)

Q1 2024/25: 68%

Q2 2024/25: 68%

Q3 2024/25: 72%

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 was largely due to the focus on making swift improvements at Leatherhead Leisure Centre following the departure of the previous management company. The extensive refurbishment works at DSC are now being finalised and it is anticipated that works will commence in the summer, which should have a positive impact on the level of customer satisfaction.

Data shows the percentage of customers in Q3 2024/25 who responded to the survey rating their visit to Dorking Sports Centre as 7 out of 10 or above.

Customer satisfaction level for Dorking Halls

Status: Green

Current Target: 85% (aim to maximise)

Data shows the percentage of customers rating their visit to Dorking Halls as either 4 stars (good) or 5 stars (excellent), as at the end of each month.

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

Status: Red

Current Target: 80% (aim to maximise)

Ongoing performance issues with our waste contractor have continued to impact call volumes which, alongside increased call duration due to the complex nature of some calls, has meant that the target is difficult to achieve. Despite this, CSU continues to resolve a high number of calls and emails at first point of contact, which means we are offering better customer service as our residents are able to get more of the information and answers they need from us more quickly than if they had to be passed to another department.

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

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

Status: Green

Current Target: 60% (aim to maximise)

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

Number of e-forms used to access Council services

Status: Data Only

Current Target: N/A (aim to maximise)

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

Number of customers signed up to ‘My Account’ (self-service portal)

Status: Data Only

Current Target: N/A (aim to maximise)

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