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 Objective | Cabinet 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 Road | Councillor 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 Indicator | Target 2024/25 |
| 20. Percentage of council tax collected | 98.5% |
| 21. Percentage of business rates collected | 98.5% |
| 22. Percentage of commercial rent collected within 21 days of invoice | 90% |
| 23. Customer satisfaction with Leatherhead Leisure Centre | TBC |
| 24. Customer satisfaction with Dorking Sports Centre | TBC |
| 25. Customer satisfaction level for Dorking Halls | 85% |
| 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 Unit | 60% |
| 28. Number of e-forms used to access Council services | Higher than previous year |
| 29. Number of customers signed up to ‘My Account’ (self-service portal) | Higher than previous year |