Performance Indicators Report April 2023 – March 2024

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

Q3 2023/24: 1153

Q4 2023/24: 1150

There were 1,150 Mole Valley Life telecare service users as at end Q4 2023/24. There has been a steady improvement in the referrals from system partners and we continue to develop pathways for easy access into the service. Overall, Mole Valley Technology Enabled Care customers across all our partners now stand at 5,111, which is an increase of 15%.

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)

There were 634 community transport journeys during the month of March 2024 and a total of 5,996 for the year. New service developments with Non-Emergency Patient Transport and Demand Responsive Transport help build a holistic transport service for Mole Valley Residents.

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

We have seen a marked increase in the number of households approaching the Council as homeless during 2023/24.  Over the year we have placed 157 households in bed and breakfast and nightly stay accommodation, compared to 91 in 2022/23 (a 72% increase).  At the end of March 2023 the number of households that we had placed in nightly stay or bed and breakfast accommodation was 24, whereas in March 2024 it was 13. The average number of households over the year has  again been 18, split relatively equally between those with and those without children. There has however been a steady flow of households leaving emergency accommodation and households approaching the Council for assistance, with a weekly turnover of approximately two new households per week and two households per week being moved into alternative accommodation. We have continued to accommodate single people regardless of priority need, in the majority of cases under our power to do so rather than under any duty.   This has helped us to keep rough sleeping in the district to low levels.

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

At the end of March 2023 we had 668 households on the housing register, whilst at March 2024 the figure stands at 674.  During this time however there has been an increase in the number of housing register applications received from people wishing to join the housing register.  In 2022/23 we received 605 applications whilst in 2023/24 this figure had increased by 3% to 624 applications.  Some applicants will have come off the register due to not renewing their applications, whilst others will have been rehoused through the housing register into social housing.  This figure was 163 households in 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%

Q2 2023/24: 99%

Q3 2023/24: 98%

Q4 2023/24: 97%

97% of streets were assessed as having acceptable levels of litter, exceeding the target of 96%.

Data shows the percentage for each quarter.

Percentage of streets with acceptable levels of detritus

Status: Amber

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%

Q2 2023/24: Unknown

Q3 2023/24: 86%

Q4 2023/24: 88%

88% of streets were assessed as having acceptable levels of detritus, against a target of 92%. 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.

n.b. At Q2 2023/24, the data was under review. It was therefore reported as “N/A” for Q2 2023/24.

Percentage trees in Zone 1 areas inspected within agreed timeframes

Status: Amber

Current Target: 100% (aim to maximise)

Q1 2023/24: N/A

Q2 2023/24: 100%

Q3 2023/24: 100%

Q4 2023/24: 98%

98% of trees in Zone 1 areas were inspected within agreed timeframes, against a target of 100%.  A Tree Officer was recruited during the final quarter of 2023/24 to carry out inspections and it is anticipated that during 2024/25 targets will be more consistently met.

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%

Q3 2023/24: 100%

Q4 2023/24: 100%

100% of trees in Zone 2 areas have been inspected within the agreed timeframes.

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

n.b. At Q1 2023/24, Zone 2 inspections were still in progress, so we were unable to suitably report against this metric. It was therefore been reported as “N/A” for Q1 2023/24.

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

Q3 2023/24: 0

Q4 2023/24: 7

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

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 November 2020.  The final units on the Tanners Lane development completed in 2023/24 bringing the end of year total to 7 affordable homes completed in 2023/24.  Funds are being collected from developers for sites where it has not been viable to provide affordable homes as part of that development and this goes to subsidise the provision of affordable housing elsewhere in the District.  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 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: Unknown (aim to maximise)

Current target: 100%

Q1 2023/24: 0%

Q2 2023/24: 0%

Q3 2023/24: 0%

Q4 2023/24: Unknown

Local Development Scheme milestones were being met until December 2022. There was then a year long hiatus while the Government considered the National Planning Policy Framework. Consultation on the Main Modifications has now been completed and will be forwarded to the Inspector, together with any Council commentary, week commencing 13th May. Whilst progress is now being made it is it is not possible to report against the original Local Development Scheme milestones.

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%

Q3 2023/24: 56.6%

Q4 2023/24:

Performance as at Q3 2023/24 (the latest available data).  The percentage of waste sent for recycling, reuse and composting has continued to increase during 2023/24.

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

Q3 2023/24: 362kg

Q4 2023/24:

Performance at Q3 2023/24 (the latest available data) was 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: Green

Current Target: 80 (aim to minimise)

Performance as at December 2023 (the latest available data). The number of missed bins has been decreasing in the months up to December and at December sits at 50 per 100,000 collections.

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: Red

Current Target: 3155 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 2022/23 is above the nominal target level for the year of 3,155 tCO2e.  MVDC achieved emissions reductions in both 2019/20 and 2020/21. The significant reduction seen in 2020/21 was predominantly due to the closure of leisure and sports facilities during Covid–related lockdowns. In 2022/23, emissions increased overall by 16% compared to the previous year, to 3,630 tCO2e. Nearly all of this increase was attributable to the Council’s procured goods and services, in particular from the waste collection service, grounds maintenance and from contracted out accommodation services, i.e. bed & breakfast accommodation and nightly stays.   

Data shows annual result (latest result provided May 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

2023/24: Unknown

Due to workload pressures between the Transform Leatherhead Forum on 29 February 2024 and the commencement of the pre-election period on 18 March 2024 this work was not concluded during 2023/24.

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

Status: Green

Current Target: 330 (aim to maximise)

Q1 2023/24: 90

Q2 2023/24: 174

Q3 2023/24: 247

Q4 2023/24: 357

There were 357 new Mole Valley Employment and Skills Hub clients (on benefits) during 2023/24, exceeding the target of 330.

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)

96% of customers rated their visit to Dorking Halls as either 4 stars (good) or 5 stars (excellent), exceeding the target of 85%.

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)

85% of calls were answered within 60 seconds by the Customer Service Unit, exceeding the target of 80%.

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)

64% of enquiries were resolved at first point of contact by the Customer Services Unit, exceeding the target of 60%.

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)

24,020 e-forms were used to access Council services between April 2023 and March 2024. The number of forms used to access Council services for 2023/24 was 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 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: Red

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%

Q3 2023/24: 58.00%

Q4 2023:24: 73.00%

Performance at Q4 2023/24 is below target, at 73% against a target of 90%.  Further payments are due by the end of April 24 from four tenants, which will sum over £240,000.

Data shows percentage of rent collected for each quarter.

Percentage of council tax collected

Status: Amber

Current Target: 98.50% (aim to maximise)

Performance as at the end of March is 98.30%, just below the target of 98.50%.  We have found increased numbers making contact to request arrangements or pay over 12 months instead of 10 to reduce the households monthly outgoings due to the continued high costs of living nationally.  The Council encourages people to get in contact if they are struggling to pay their Council Tax so that they can be supported.

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

Percentage of business rates collected

Status: Red

Current Target: 98.50% (aim to maximise)

Performance as at the end of March is 95.54% against a target of 98.5%.  Due to the high costs of living some businesses are struggling to pay their business rates, we signpost potential business rate relief schemes and offer payment plans where businesses contact us for support.  The revaluation in April 2023 has also seen a large rise in rateable values for businesses, although transitional relief (which is automatically applied to accounts) has partially reduced the impact.

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