Performance Indicators Report April 2025 – March 2026

Number of rough sleepers in the district on a given date

Status: Data Only

Current Target: N/A

There were fewer than 10 rough sleepers on a given night in March 2026.

Number of households in bed & breakfast and nightly stay accommodation

Status: Data Only

Current Target: N/A

There were 13 households that we had placed in nightly stay or bed and breakfast accommodation at the end of March 2026.  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.

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

Number of households on the Housing Register

Status: Data Only

Current Target: N/A

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).

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

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.

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

Average number of affordable homes completed per year (over a five year rolling period)

Status: Red

2025/26: 3

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.

Data shows annual result.

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

Status: Data Only

Current Target: N/A (aim to maximise)

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.

Data shows the percentage for each month.

Average response time for the Wellbeing and Community Responder Service arrival on scene

Status: Green

Current Target: 60 minutes (aim to minimise)

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.

Data shows the average time for each month.

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 (aim to maximise)

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.

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: Red

Current Target: 90.0% (aim to maximise)

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.

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 (aim to minimise)

Q1 2025/26: 8 working days

Q2 2025/26: 7 working days

Q3 2025/26: 11 working days

Q4 2025/26: 6 working days

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.

Data shows items of equipment booked for repair in 2025/26.

Percentage of waste sent for recycling, reuse and composting

Status: Amber

Current Target: 57.0% (aim to maximise)

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.

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.

Household waste and recycling per person

Status: Green

Current Target: 375.0kg (aim to maximise)

362.8kg of household waste and recycling were produced per person, which is better than the target of 375kg.

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

Number of missed bins per 100,000 collections

Status: Green

Current Target: 80 (aim to minimise)

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.

Data shows the total (per 100,000 collections) for each month.

Percentage of streets with acceptable levels of litter

Status: Green

Current Target: 96% (aim to maximise)

98% of streets were assessed as having acceptable levels of litter, exceeding the target of 96%.

The data for Q4 is under review.

Data shows the percentage for each quarter.

Percentage of streets with acceptable levels of detritus

Status: Red

Current Target: 92% (aim to maximise)

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.

Data shows the percentage for each quarter.

Reduction in the Council’s Carbon Footprint

Current Target: 1338 tonnes (aim to minimise)

2022/23: 1856 tonnes

2023/24: 1606 tonnes

2024/25: 1585 tonnes

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.

Data shows annual result for Scope 1 and Scope 2 emissions.

Percentage of major planning application decisions overturned at appeal

Status: Green

Current Target: 10.0% (aim to minimise)

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

Current Target: 5 years (aim to maximise)

2024/25 – 5.1 years

The current Housing Land Supply has been calculated as 5.1 years, exceeding the target of 5.0 years.

Data shows the latest annual result (published July 2025).

Percentage of council tax collected

Status: Amber

Current Target: 99.00% (aim to maximise)

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.

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

Percentage of business rates collected

Status: Red

Current Target: 98.50% (aim to maximise)

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.

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

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

Status: Green

Current Target: 90.00% (aim to maximise)

92% of commercial rent due on a monthly basis was collected, exceeding the target of 90%.

Data shows percentage of rent collected for each month.

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

Status: Green

Current Target: 90.00% (aim to maximise)

92% of commercial rent due on a quarterly basis was collected, exceeding the target of 90%.

Data shows percentage of rent collected for each quarter.

Customer satisfaction with Leatherhead Leisure Centre

Status: Green

Current Target: 80% (aim to maximise)

82% of customers are satisfied with Leatherhead Leisure Centre, exceeding the target of 80%.

Data shows the percentage of customers in Q4 2025/26 who responded to the survey rating their visit to Leatherhead Leisure Centre as satisfactory.

Customer satisfaction with Dorking Sports Centre

Status: Green

Current Target: 80% (aim to maximise)

83% of customers are satisfied with Dorking Sports Centre, exceeding the target of 80%.

Data shows the percentage of customers in Q4 2025/26 who responded to the survey rating their visit to Dorking Sports Centre as satisfactory.

Customer satisfaction level for Dorking Halls events

Status: Green

Current Target: 85% (aim to maximise)

93% of customers rated their visit to Dorking Halls as either 4 stars (good) or 5 stars (excellent), exceeding the target of 85%.

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: Amber

Current Target: 80% (aim to maximise)

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.

Data shows the average result for each month.

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

Status: Green

Current Target: 60% (aim to maximise)

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

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

Number of e-forms used to access Council services

Status: Green

Current Target: 40,088 (aim to maximise)

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).

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: Green

Current Target: 14,542 (aim to maximise)

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).

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