Progressing Together

Working with our partners and the Mole Valley community, our mission is to transform our services to ensure that they are modern, valued, efficient, digital by choice and accessible by all

We will

  • Review our ways of working to make us more efficient, effective, and to improve customer satisfaction
  • Increase the online options available for our residents and businesses, so they have better choice in how, and when, to access our services
  • Make sure our customer interactions are managed in a way that provides best value for money and faster, more efficient outcomes for our residents and businesses
  • Train and develop our staff so we can continue to improve how we deliver our services, now and in the future
 

Related projects

We are working together with Elmbridge Borough Council to deliver a joint depot for Mole Valley and Elmbridge near the existing facilities at Randalls Road to make waste collections and processing more efficient. 

Did you know that we have over 80 user friendly  forms on our upgraded website for reporting issues, applying for services, and paying your bills? 

You can also register for our online newsletters, waste collections, and planning updates. Don’t forget to follow us on social media too!  

And if you need help navigating the online world, our friendly Customer Services Team is just a call away. 

 

Objectives and Performance

2024/25 Annual Plan ObjectiveCabinet Portfolio
19. Continue to work jointly with Elmbridge for the delivery of a joint depot for Mole Valley and Elmbridge in close proximity to the existing facilities at Randalls RoadCouncillor Rosemary Hobbs
20. Deliver the Evolve 2026 transformation programme to transform our services to ensure that they are modern, valued, efficient, digital by choice and accessible by all and assist in delivering the savings required.Councillor Bridget Kendrick
 2024/25 Cabinet Performance IndicatorTarget 2024/25
20. Percentage of council tax collected 98.5%
21. Percentage of business rates collected98.5%
22. Percentage of commercial rent collected within 21 days of invoice90%
23. Customer satisfaction with Leatherhead Leisure CentreTBC
24. Customer satisfaction with Dorking Sports CentreTBC
25. Customer satisfaction level for Dorking Halls85%
26. Percentage of calls answered within 60 seconds by the Customer Services Unit 80%
27. Percentage of enquiries resolved at first point of contact by the Customer Services Unit60%
28. Number of e-forms used to access Council servicesHigher than previous year
29. Number of customers signed up to ‘My Account’ (self-service portal) Higher than previous year