Performance Indicators Report April – November 2023

This page shows progress for the set of performance indicators (PIs) for 2023/24.  These PIs are used to measure performance and are reported on regularly to the Cabinet as part of the Business and Budget monitoring reports.

Number of telecare service users

Status: Data Only

Current Target: N/A (aim to maximise)

Q1 2022/23: 1265

Q2 2022/23: 1245

Q3 2022/23: 1220

Q4 2022/23: 1179

Q1 2023/24: 1186

Q2 2023/24: 1162

Data shows actual number of Mole Valley Life Telecare Users as at the end of each quarter. This does not include other Mole Valley Life clients such Reigate and Banstead and Tandridge users, and corporate connections.

Number of community transport journeys

Status: Data Only

Current Target: N/A (aim to maximise)

Month / NumberMonth / Number
April 2022/23: 393April 2023/24: 552
May 2022/23: 436May 2023/24: 622
June 2022/23: 451June 2023/24: 566
July 2022/23: 394July 2023/24: 560
August 2022/23: 517August 2023/24: 563
September 2022/23: 439September 2023/24: 599
October 2022/23: 570October 2023/24: 583
November 2022/23: 570November 2023/24: 735
December 2022/23: 450December 2023/24:
January 2022/23: 534January 2023/24:
February 2022/23: 550February 2023/24:
March 2022/23: 628March 2023/24:

There were 735 community transport journeys during the month of November 2023, an increase of 152 on the previous month. This is due to some additional one-off Group Hires for schools in November.

Data shows total number of journeys for each month. This does not include contract work such as Home to School or hire.

Number of households in bed & breakfast accommodation

Status: Data Only

Current Target: N/A

Month / NumberMonth / Number
April 2022/23: 17April 2023/24: 23
May 2022/23: 17May 2023/24: 23
June 2022/23: 20June 2023/24: 13
July 2022/23: 14July 2023/24: 16
August 2022/23: 17August 2023/24: 15
September 2022/23: 15September 2023/24: 19
October 2022/23: 14October 2023/24: 22
November 2022/23: 15November 2023/24: 21
December 2022/23: 18December 2023/24:
January 2022/23: 23January 2023/24:
February 2022/23: 21February 2023/24:
March 2022/23: 24March 2023/24:

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

Month / Number
April 2023/24: 661
May 2023/24: 683
June 2023/24: 646
July 2023/24: 635
August 2023/24: 622
September 2023/24: 628
October 2023/24: 640
November 2023/24: 634
December 2023/24:
January 2023/24:
February 2023/24:
March 2023/24:

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

Percentage of streets with acceptable levels of litter

Status: Green

Current Target: 96% (aim to maximise)

Q1 2022/23: 100%

Q2 2022/23: 100%

Q3 2022/23: 100%

Q4 2022/23: 99%

Q1 2023/24: 98%

Performance as at Q1 2023/24 (the latest available data).

Data shows the percentage for each quarter.

Percentage of streets with acceptable levels of detritus

Status: Unknown

Current Target: 92% (aim to maximise)

Q1 2022/2023: 97%

Q2 2022/2023: 95%

Q3 2022/2023: 95%

Q4 2022/2023: 95%

Q1 2023/24: 95%

Data currently under review.

Data shows the percentage for each quarter.

Percentage trees in Zone 1 areas inspected within agreed timeframes

Status: Green

Current Target: 100% (aim to maximise)

Q1 2023/24: N/A

Q2 2023/24: 100%

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

Percentage of trees in Zone 2 areas inspected within agreed timeframes

Status: Green

Current Target: 100% (aim to maximise)

Q1 2023/24: N/A

Q2 2023/24: 100%

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

Number of affordable homes completed

Status: Red

Current Target: 50 (aim to maximise)

Q1 2022/23: 0

Q2 2022/23: 17

Q3 2022/23: 17

Q4 2022/23: 25

Q1 2023/24: 0

Q2 2023/24: 0

The target is for 50 affordable homes to be completed by the end of the year.

Funds are being collected from developers from sites where it has not been possible to provide affordable homes as part of that development, to subsidise the provision of affordable housing elsewhere in the district. During 2023/24 the initial payment to Clarion for the conversion of 16 of the properties on the Kingston House Gardens development from affordable to social rent has been paid, as agreed at Cabinet in Nov 2020. Under the Local Authority Housing Fund (LAHF) round 1, properties are being sought which will also involve the payment of commuted sums for a 4 bed bridging property. Under LAHF round 2, further commuted sums will be spent to buy a further 3 bedroom property for temporary accommodation to be owned by MVDC and a 3 bedroom house for Afghan resettlement purposes to be owned by Mount Green housing. The adoption of a local plan will assist with future affordable housing delivery in the district.

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

Housing Delivery Test

Status: Red

Current Target: 96% (aim to maximise)

2019/20: 89%

2020/21: 81%

2021/22: 70%

2022/23: 58%

Mole Valley’s recently released Housing Delivery Test result was 58% for the year 2022. This means the Council must continue to operate the “Presumption in Favour of Sustainable Development”. This means that housing policies in the Local Plan must be set aside in its planning decisions and the Council must follow the housing policies in the NPPF. The Council was already required to operate the “Presumption in Favour of Sustainable Development” because:

• The previous Housing Delivery Test was only 70% and so in the “Presumption” band
• The Local Plan was more than five years old
• The Council is unable to demonstrate a Five-Year Housing Land Supply.

Data shows the percentage of dwellings completed annually compared to the annual local housing need as assessed using the standard methodology set out in national planning policy.

Local Development Scheme – milestones met

Status: Red

Current target: 100%

Q1 2023/24: 0%

Q2 2023/24: 0%

Local Development Scheme milestones were being met until December 2022. After that date, due to anticipated changes to the National Planning Policy Framework (NPPF) the Planning Inspector allowed the Council to pause the Examination of the Plan. As at the end of November, the Government had not issued the updated NPPF.

NB A new NPPF was published on 20 December and the Council is currently considering its options for progressing the Local Plan.

Data shows progress as at the end of each quarter.

Percentage of waste sent for recycling, reuse and composting

Status: Green

Current Target: 56.0% (aim to maximise)

Q1 2022/23: 53.3%

Q2 2022/23: 54.0%

Q3 2022/23: 54.3%

Q4 2022/23: 54.3%

Q1 2023/24: 55.8%

Q2 2023/24: 56.5%

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.

Residual waste per household

Status: Amber

Current Target: 360kg (aim to minimise)

Q1 2022/2023: 338kg

Q2 2022/2023: 331kg

Q3 2022/2023: 376kg

Q4 2022/2023: 374kg

Q1 2023/24: 368kg

Q2 2023/24: 362kg

Performance is improving and is now close to the target level (362kg against a target of 360kg).  Performance is expected to continue to improve as we work with residents to expand services such as the roll out of food waste to communal properties in Mole Valley and the dry mixed recycling improvement project.

Data shows rolling 12 month average as at the end of each quarter. This excludes street sweepings.

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.

Number of missed bins per 100,000 collections

Status: Red

Current Target: 80 (aim to minimise)

Month / NumberMonth / Number
April 2022/23: 73April 2023/24: 47
May 2022/23: 69May 2023/24: 63
June 2022/23: 82June 2023/24: 73
July 2022/23: 79July 2023/24: 75
August 2022/23: 82August 2023/24: 74
September 2022/23: 63September 2023/24: 89
October 2022/23: 65October 2023/24:
November 2022/23: 64November 2023/24:
December 2022/23: 56December 2023/24:
January 2022/23: 77January 2023/24:
February 2022/23: 52February 2023/24:
March 2022/23: 51March 2023/24:

Performance as at September 2023 (the latest available data). Performance for the month of September was slightly higher than the target level (89 missed bins per 100,000 collections against a target of 80) due to incomplete rounds for garden waste; however this is the first month that the target has been missed since August 2022.

Data shows the total (per 100,000 collections) for each month (June 2023 is the latest result).

Reduction in the Council’s Carbon Footprint

Status: Green

Current Target: 3550 tonnes (aim to minimise)

2018/19: 4162 tonnes

2019/20: 4065 tonnes

2020/21: 3271 tonnes

2021/22: 3289 tonnes

Data shows annual result (latest result provided January 2023). The next update is due to be provided in early 2024.

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

The next survey is due to take place in 2024.

Number of new Mole Valley Employment and Skills Hub clients on benefits

Status: Amber

Current Target: 190 (aim to maximise)

Q1 2023/24: 90

Q2 2023/24: 174

Registrations are slightly behind the target for Q2 2023/24 for new clients on benefits (174 against a target of 190). However, registrations are over halfway towards the annual target of 330 new registrations. The Mole Valley Employment and Skills Hub is often the first place that job seekers approach and clients may not yet be claiming benefits. If they are not
successful in their job search in the first month, they may then apply for benefits, by which time they cannot be included as a new client on benefits.

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

Customer satisfaction level for Dorking Halls

Status: Green

Current Target: 85% (aim to maximise)

Month / Number
April 2023/24: 93%
May 2023/24: 93%
June 2023/24: 94%
July 2023/24: 90%
August 2023/24: 89%
September 2023/24: 96%
October 2023/24: 94%
November 2023/24: 95%
December 2023/24:
January 2023/24:
February 2023/24:
March 2023/24:

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: Green

Current Target: 80% (aim to maximise)

Month / NumberMonth / Number
April 2022/23: 88%April 2023/24: 92%
May 2022/23: 80%May 2023/24: 90%
June 2022/23: 75%June 2023/24: 86%
July 2022/23: 76%July 2023/24: 85%
August 2022/23: 78%August 2023/24: 87%
September 2022/23: 78%September 2023/24: 86%
October 2022/23: 80%October 2023/24: 86%
November 2022/23: 80%November 2023/24: 86%
December 2022/23: 81%December 2023/24:
January 2022/23: 82%January 2023/24:
February 2022/23: 82%February 2023/24:
March 2022/23: 83%March 2023/24:

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)

Month / NumberMonth / Number
April 2022/23: 67%April 2023/24: 61%
May 2022/23: 67%May 2023/24: 65%
June 2022/23: 67%June 2023/24: 65%
July 2022/23: 67%July 2023/24: 65%
August 2022/23: 66%August 2023/24: 65%
September 2022/23: 66%September 2023/24: 65%
October 2022/23: 62%October 2023/24: 65%
November 2022/23: 65%November 2023/24: 65%
December 2022/23: 65%December 2023/24:
January 2022/23: 65%January 2023/24:
February 2022/23: 65%February 2023/24:
March 2022/23: 65%March 2023/24:

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)

Month / NumberMonth / Number
April 2022/23: 1992April 2023/24: 1,779
May 2022/23: 4452May 2023/24: 3,894
June 2022/23: 8685June 2023/24: 5,885
July 2022/23: 10,977July 2023/24: 7,871
August 2022/23: 13,120August 2023/24: 10,032
September 2022/23: 15,281September 2023/24: 12,139
October 2022/23: 17,317October 2023/24: 14,462
November 2022/23: 19,287November 2023/24: 15,846
December 2022/23: 21,146December 2023/24:
January 2022/23: 22,798January 2023/24:
February 2022/23: 24,938February 2023/24:
March 2022/23: 27,027March 2023/24:

The number of forms used to access Council services is currently lower than the previous year largely due to the energy rebate initiative for the cost of living crisis which significantly inflated figures in June 2022, but also due to on street parking enforcement moving to Surrey County Council from 1 April 2023 which has lowered the number of forms this year.

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 2022/23: 95.55%

Q2 2022/23: 89.00%

Q3 2022/23: 93.00%

Q4 2022/23: 88.00%

Q1 2023/24: 95.00%

Q2 2023/24: 97.00%

Data shows percentage of rent collected for each quarter.

Percentage of council tax collected

Status: Red

Current Target: 76.25% (aim to maximise)

Month / NumberMonth / Number
April 2022/23: 10.90%April 2023/24: 11.20%
May 2022/23: 20.20%May 2023/24: 20.10%
June 2022/23: 30.40%June 2023/24: 29.60%
July 2022/23: 38.90%July 2023/24: 38.70%
August 2022/23: 47.80%August 2023/24: 47.70%
September 2022/23: 56.80%September 2023/24: 56.80%
October 2022/23: 66.50%October 2023/24: 66.40%
November 2022/23: 75.80%November 2023/24: 75.40%
December 2022/23: 84.80%December 2023/24:
January 2022/23: 93.90%January 2023/24:
February 2022/23: 96.30%February 2023/24:
March 2022/23: 98.60%March 2023/24:

Performance at November 2023 is in line with collection rates for November 2022. Nationally, the combination of high costs of living, very high inflation levels and energy costs rising to unprecedented levels is having an impact on the amount of Council Tax collected, and the impact can be seen at a local level. More customers are now choosing to spread their payment
instalments over 12 months rather than the statutory 10 months. There has also been an increase in applications to the discretionary council tax hardship fund. The Council encourages people to get in contact if they are struggling to pay their Council Tax so that they can be supported. For 2023/24 the end of year target has been reduced to 98.5% which is consistent with collection performance over the last few years.

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

Percentage of business rates collected

Status: Green

Current Target: 75.45% (aim to maximise)

Month / NumberMonth / Number
April 2022/23: 8.29%April 2023/24: 11.46%
May 2022/23: 17.91%May 2023/24: 22.10%
June 2022/23: 30.07%June 2023/24: 32.63%
July 2022/23: 32.30%July 2023/24: 40.98%
August 2022/23: 45.66%August 2023/24: 50.70%
September 2022/23: 55.75%September 2023/24: 57.89%
October 2022/23: 67.25%October 2023/24: 67.01%
November 2022/23: 77.65%November 2023/24: 75.79
December 2022/23: 83.02%December 2023/24:
January 2022/23: 87.89%January 2023/24:
February 2022/23: 92.48%February 2023/24:
March 2022/23: 95.22%March 2023/24:

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