Performance Indicators Report April – December 2025

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 October 2025.

Number of households in bed & breakfast and nightly stay accommodation

Status: Data Only

Current Target: N/A

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

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.

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

The result will be available at the end of 2025/26.

To date, there are 8 units at Headley which may be completed in 2025/26; other sites, whilst agreed, are in the early pipeline stage and will complete in 2028 – Regents House and Sondes Farm Place.  One of the three Council-owned properties being converted from offices into temporary accommodation has now been completed and is occupied and the remaining two are being handed over in January 2026.

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

Status: Data Only

Current Target: N/A (aim to maximise)

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)

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)

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 Q3 2025/26 is 68.8% of adaptations completed within timeframes, below the target of 90%. The adaptations in Q3 were completed within the timeframes; the result reflects the performance from the previous two quarters.

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: Amber

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

Performance at the end of Q3 2025/26 is 11 working days for officers to instruct the repair/ replacement of playground equipment, against a target of 10 working days. Two cases were queried by the Parks team as the kit needed replacement timbers but had only recently had different timbers on the same kit repaired.  This meant that it took longer to instruct the repair of the equipment.

Data shows items of equipment reported for repair in Q1 and Q2 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 (54.1% at the end of Q2 2025/26 – we are awaiting data for December 2025 to enable us to report Q3 performance), MVDC continues to benchmark very well against other local authorities nationally. Joint Waste Solutions continue to provide information to residents to encourage more recycling and our seeking to engage with Clarion to ensure that contamination of recycling within our housing portfolio continues to fall further.

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)

Performance as at Q2 2025/26 (we are awaiting data for December 2025 to enable us to report Q3 performance)

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)

Performance at the end of September 2025 (the latest available data) is 86 missed bins per 100,000 collections, against a target of 80.  Through Joint Waste Solutions we continue to work with Amey to identify and address the causes of missed collections.

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)

Data shows the percentage for each quarter.

Percentage of streets with acceptable levels of detritus

Status: Red

Current Target: 92% (aim to maximise)

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

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

The result for 2024/25 will be provided at the end of Q4 2025/26.

Data shows annual result.

Percentage of major planning application decisions overturned at appeal

Status: Red

Current Target: 10.0% (aim to minimise)

Performance at the end of Q2 2025/26 (the latest available data) has been calculated by MVDC to be 12.2% which is over the target of ‘Less than 10%’.   The 10% threshold is the level at which the government considers the quality of decisions could be poor and may intervene.

The government use a dataset of appeals running from January 2023 to December 2024, inclusive of appeal decisions up to September 2025 (our reporting seeks to give an early indication of potential issues). The government publish their outcome annually in December.  The last government update put this Council’s performance at 10.4%, which is above the threshold.  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.

Housing Land Supply

Status: Green

Current Target: 5 years (aim to maximise)

2024/25 – 5.1 years

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

Percentage of council tax collected

Status: Amber

Current Target: 85.00% (aim to maximise)

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

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

Percentage of business rates collected

Status: Red

Current Target: 85.00% (aim to maximise)

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

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)

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)

Data shows percentage of rent collected for each quarter.

Customer satisfaction with Leatherhead Leisure Centre

Status: Green

Current Target: 80% (aim to maximise)

Data shows the percentage of customers in Q3 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)

Data shows the percentage of customers in Q3 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)

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)

Performance at the end of December 2025 is 75% of calls answered within 60 seconds, against a target of 80%. While the PI is still red, call volumes reduced in November and December when compared to the previous year and in December the team answered 85% of calls within 60 seconds.  The average wait time remains under 2 minutes.

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.