Performance Indicators Report April – September 2024

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 September 2024.

Number of households in bed & breakfast and nightly stay accommodation

Status: Data Only

Current Target: N/A (aim to maximise)

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.

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

The target is 47 affordable homes completed by the end of 2024/25. In 2024/25 we are expecting completion of affordable housing units at both Kingston House Gardens and Randalls Way. Kingston House Gardens will provide 36 units of accommodation; we are expecting this to be advertised in November 2024 with occupation before Christmas. Randalls Way is a Build to Rent scheme which will provide 36 flats at affordable private rent levels This is also expected to be advertised and ready to let before Christmas 2024.

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

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%

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

Time taken to repair/replace playground equipment

Status: Green

Current Target: 10 working days

Q1 2024/25: Unknown

Q2 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%

The recycling rates for Mole Valley are relatively stable and fluctuate slightly (down and up) per quarter. Although not hitting our own target, nationally we benchmark very well against other local authorities. There is a communications plan in place 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 also successfully rolled out food recycling to flats in Mole Valley and this is having a positive impact on our performance.

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: Amber

Current Target: 375.0kg (aim to maximise)

Q1 2024/25: 368.7kg

Q2 2024/25: 377.0kg

MVDC are working with our partner Joint Waste Solutions to improve performance against the target.

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%

Data shows the percentage for each quarter.

Percentage of streets with acceptable levels of detritus

Status: Amber

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%

Joint Waste Solutions are working proactively with Amey to improve the level of street cleaning across the District.

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%

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%

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%

The overall number of major application appeals in  Mole Valley is low. Included in the data for this period are two major applications that 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: Green

Current Target: 57.25% (aim to maximise)

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

Percentage of business rates collected

Status: Green

Current Target: 55.88% (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: Red

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%

A significant late payment by one public sector tenant has since been received.

Data shows percentage of rent collected for each quarter.

Customer satisfaction with Leatherhead Leisure Centre

Status: Amber

Current Target: 80% (aim to maximise)

Q1 2024/25: 74%

Q2 2024/25: 73%

Officers are working with GLL around their methods of gathering interest in giving feedback to improve their services; staff actively manage feedback that they receive.  Leatherhead Leisure Centre is undergoing significant improvement works to address the condition of the building following the end of the contract with the previous operator. GLL will continue to make significant improvements to the facility.  Membership numbers have increased dramatically since GLL have taken over the operation; they will continue to re-engage members who had left under the last operator.

Data shows the percentage of customers 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: Red

Current Target: 80% (aim to maximise)

Q1 2024/25: 68%

Q2 2024/25: 68%

Officers are working with GLL around their methods of gathering interest in giving feedback to improve their services; staff actively manage feedback that they receive. There has been a change of operator at Dorking Sports Centre, the Council having joined the contracts for the Council’s two leisure centres.  Since the new operators GLL have taken over both sites, there was a clear need to make swift improvements at Leatherhead following the departure of the previous management company, whilst Dorking Sports Centre had been handed over in good order.  Investment plans are in place for next year and it is expected that performance feedback will improve as those works gets underway.

Data shows the percentage of customers 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: Unknown

Current Target: 85% (aim to maximise)

Dorking Halls is currently closed for essential works on the plaster ceiling in the Grand Hall; before the closure the customer satisfaction level for Dorking Halls was at 90% (green).  Customer satisfaction surveys will continue to be sent following any planned events organised by Dorking Halls in other venues.

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 September has shown some improvement since July. Ongoing performance issues with our waste contractor has resulted in increased call volumes when compared to last year. In addition, as part of our ‘making best use of resources’ plans, more calls are now being directed into Customer Services Unit (CSU), which is increasing the volume and breadth of calls on which CSU is able to advise our residents, and given the complexity of some enquiries, the call duration time can be high. However, as CSU is able to resolve a high number of calls and emails at first point of contact, 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 other departments.

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.