Performance Indicators Report April – June 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 June 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.

Number of affordable homes completed

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

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: Green

Current Target: 90.0% (aim to maximise)

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: 7 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)

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.

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)

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)

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: Amber

Current Target: 92% (aim to maximise)

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.

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)

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).   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.

2024/25 column shows the assessment period April 2022 – March 2024 (now completed).

2025/26 column shows the current assessment period April 2023 – March 2025 (appeals decided until December 2025).

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: Green

Current Target: 30.00% (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: 30.00% (aim to maximise)

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 Q1 2024/25 who responded to the survey rating their visit to Leatherhead Leisure Centre as satisfactory.

Customer satisfaction with Dorking Sports Centre

Status: Amber

Current Target: 80% (aim to maximise)

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.

Data shows the percentage of customers in Q1 2024/25 who responded to the survey rating their visit to Dorking Sports Centre as satisfactory.

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)

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.

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.