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Appendix 1 |
2023 / 2024 |
Annual Performance Indicators |
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SCC reported stat |
Service |
Committee |
Indicator |
Target |
Time period to achieve target |
Q1 |
Q2 |
Q3 |
Q4 |
Yr end total / average |
Comments |
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1 |
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Accountancy |
CPRC |
% of undisputed invoices paid within 30 days |
90% |
Monthly |
95.65% |
97.15% |
99.12% |
99.39% |
97.82% |
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2 |
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Accountancy |
CPRC |
% of undisputed invoices paid within 10 days |
60% |
Monthly |
50.85% |
57.72% |
65.02% |
63.42% |
59.25% |
Target exceeded except Q1 |
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3 |
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Accountancy |
CPRC |
Average number of days taken for an invoice to be paid |
14 days |
Monthly |
10.93 days |
9.80 days |
6.48 days |
8.09 days |
8.8 |
Invoices paid well within 14 day timeline |
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4 |
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Building Control |
CPRC |
% of full plans applications dealt with within 8 weeks |
100% |
Annually |
100% |
100% |
100% |
100% |
100% |
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5 |
Y |
Customer Services |
CPRC |
Council Tax collection rates |
98.50% |
Financial year |
35.88% |
57.87% |
86.00% |
97.50% |
97.50% |
Note annual figure is built up cumulatively across quarters. Cost of living increase impacted collection so 1% below target |
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6 |
Y |
Customer Services |
CPRC |
National Non Domestic collection rates (NDDR) |
98.80% |
Financial year |
33.74% |
60.15% |
87.70% |
99.07% |
99.07% |
As above High achievement despite cost of living crisis. |
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7 |
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Customer Services |
CPRC |
Sundry Debt Collection Rates |
90.00% |
Financial year |
55.00% |
84.54% |
78.24% |
90.09% |
90.09% |
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8 |
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Customer Services |
CPRC |
Reduce % of calls lost to 5% |
5% by March 2024 |
Financial year |
3.6 |
2.8 |
2.10% |
3.00% |
2.87% |
Well below target figure demonstrating effectiveness of team |
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9 |
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Customer Services |
CPRC |
To reply to complaints within 7 working days |
7 working days |
Monthly |
100% |
100.00% |
100% |
90% |
97.50% |
Dip in Q4 due to staff sickness otherwise all complaints Q1 to 3 responded to within 7 day timelines |
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Customer Services |
CPRC |
Increase relative to previous year in take-up of Direct Debit (DDs) for both Council tax and business rates |
1% on previous years figures |
12 months |
6% |
22% |
251% increase compared to Q3 2022 |
154% increase compared to Q42023 |
97.25% |
Significant take up on direct debit in last two quarters of 23/24 compared to 22/23due to greater promotion of DDs |
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11 |
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Customer Services |
CPRC |
Increase in electronic payments (e-billing) |
3% on previous years figures |
12 months |
-1.5% compared to Q1 2022 |
3.53% compared to Q2 2022 |
2.65% compared to Q2 2022 |
5% compared to Q4 2022 |
With improved customer portal looking to increase further e-billing |
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12 |
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Elections |
CPRC |
Annual calculation of the % of households registered compared to total number of households where people are eligible to vote |
97% |
Annually |
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94.0% |
Available 1 December each year in this case Dec 23 and slightly down on target. |
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13 |
Y |
Environmental Health |
Community and Wellbeing |
Ratio of food businesses with food hygiene rating scores of 3-5 compared to those scoring 0-2 demonstrated as % 3-5 against 0-2 |
92% |
Annually |
96% |
97% |
97% |
97% |
97% |
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14 |
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Environmental Health |
Community and Wellbeing |
% of food businesses with food hygiene rating scores of 0-1 (this is a decreasing target) |
4% |
Annually |
2.00% |
1.50% |
1.50% |
1.50% |
1.62% |
% of businesses with a food hygiene score of 0-1 is reducing. |
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15 |
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Environmental Health |
Community and Wellbeing |
Customer satisfaction surveys of officers’ interventions – satisfied vs. dissatisfied (areas: food, H&S, housing, general service requests including nuisance, licensing activities [animal welfare, HMO licensing, PPC, gambling, premises, taxi]) |
90% satisfaction rate |
Annually |
94% |
95% |
94% |
Not available |
94% |
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16 |
Y |
Housing Benefits |
Community and Wellbeing |
Processing of Housing Benefit/Council Tax Benefit claims |
30 Days |
Annually |
16.42 days |
19.75 days |
18.28 days |
17.98 days |
18.10 days |
This is effective and efficient response within the 30 days |
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17 |
Y |
Housing Benefits |
Community and Wellbeing |
Time taken to assess change in circumstances for Housing Benefit claims |
10 days |
Annually |
2.19 days |
2.27days |
3.13 days |
1.64 days |
2.30 days |
This is one of the best results in Surrey |
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18 |
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Housing Options |
Community and Wellbeing |
Number of households prevented from being homeless |
Annually |
57 |
69 |
61 |
58 |
245 |
Due to the hard work of team this is a good figure Definitive targets for KPIs 18,19 and 20 are not possible as cannot predict numbers likely to have to be dealt with. |
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19 |
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Housing Options |
Community and Wellbeing |
Numbers of homelessness acceptances (i.e. number households where a full rehousing duty has been accepted by the council) Shows volume of new households requiring rehousing due to homelessness. |
Annually |
17 |
12 |
14 |
38 |
81 |
This is due to the effectiveness of homeless prevention outlined in point 18 |
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20 |
Y |
Housing Options |
Community and Wellbeing |
No. of households living in temporary accommodation |
No target as depends on need and requests |
Quarterly |
138 |
170 |
151 |
173 |
158 |
Number of all households in temporary accommodation at the end of the quarter. These are households in accommodation arranged by local authorities pending enquiries or after being accepted as homeless under the 1996 Act and as amended by the HRA 2018. |
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21 |
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Housing Options |
Community and Wellbeing |
Number of duty accepted cases in temporary accommodation |
100 |
Annually |
67 |
67 |
56 |
90 |
This is directly related to quantity of permanent accommodation available and need |
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23 |
Y |
Human Resources |
CPRC |
Staff sickness absence – all sickness |
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Annually |
10.76 days |
11 |
9.32 days |
14.3 days |
11.34 |
Figures reported but no target as cannot predict but figures are monitored and staff sickness managed via absence procedures |
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24 |
Y |
Human Resources |
CPRC |
Staff sickness absence – short term |
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Annually |
2.99 days |
2.9 |
2.48 days |
3.03 days |
2.85 |
As above |
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25 |
Y |
Human Resources |
CPRC |
Staff turnover |
10% |
Annually |
14.7% |
13.41% |
10.92% |
10.03% |
12.3% |
Measures in place on recruitment and retention to minimise turnover |
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26 |
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ICT |
CPRC |
Helpdesk calls closed within 24 hours |
60% closed within 24 hours |
Quarterly |
65.63% |
55.52% |
68.77% |
82.99% |
68.22% |
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27 |
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Independent Living |
Community and Wellbeing |
Increase number of meals delivered |
2% increase |
Annually |
-2.10% |
+9.02% |
-1% |
-3% |
Total of 3218 more meals delivered in 23/24 than 22/23 - + 7.49% overall |
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28 |
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Independent Living |
Community and Wellbeing |
Percentage of customers with home alarms systems installed to receive an annual follow up call/visit |
96% |
Annually |
98% |
97% |
98% |
97% |
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Achieved target |
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29 |
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Independent Living |
Community and Wellbeing |
Increase numbers participating in activities at the Centre |
2% increase |
Annually |
-20% |
23.90% |
7.20% |
-11.02% |
+0.02 |
Total of 2270 more activities in 23/24 than 22/23 - + 6.72% overall |
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30 |
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Independent Living |
Community and Wellbeing |
Approve grant applications within 4 months of fully submitted applications |
100% |
Annually |
100% within 4 months |
100% within 4 months |
100% within 4 months |
100% within 4 months |
100% |
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31 |
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Land Charges |
CPRC |
Turnaround time for all searches – within three days or better |
100% |
Monthly |
100% |
100% |
100% |
100% |
100% |
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32 |
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Leisure |
Community and Wellbeing |
Build up to the target of pre COVID-19 annual Leisure Centre attendance figures |
Sunbury 341,595 |
Annually |
87,340 |
87,053 |
77,420 |
86,183 (Sunbury) |
337,996 |
the Sunbury LC total attendance figure for the year is 99.0% of the target figure and up 10% on 2022/23 total attendance. (cumulative figure in total column) |
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33 |
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Leisure |
Community and Wellbeing |
Build up to the target of pre COVID-19 attendances at leisure activities (including activities, events, meetings, workshops and consultation sessions). |
Spelthorne 530,019 |
Annually |
124,589 |
125,806 |
114,271 |
132,875 (Spelthorne) |
497,541 |
The Spelthorne Leisure Centre attendance figures for the year total is 94.0 % of pre- pandemic levels). A reduction in numbers in 23/24 is due to the ongoing building work for the new leisure centre and associated parking disruptions throughout the year. Cumulative figure in total column |
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34 |
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Leisure |
Community and Wellbeing |
Build up to run at least 6 leisure activities in our areas of greater deprivation and work in liaison with community groups in these communities to promote these, e.g. Explorer, Walking for Health and Christmas events |
6 Leisure activities |
Annually |
Explorer, 2 x Cycling for health, 6 x Walking for Health |
2x Xplorer, 1x cycling for health, 1x walking for health, 5x dance classed, 4x resource centre outreach |
1x Xplorer, 1x cycling for health, 6x walking for health, 11 x dance classes Stanwell, 1 x Stanwell School Theatre visit, 4x Sunbury Common Lantern Festival workshops + Event, 7 x Ashford Youth Club Kick start your Creativity session |
1x
Xplorer, |
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It should also be noted that some of the activities delivered in target communities has been funded by the Shared Prosperity funding secured in 2023. This relates to the dance classes in Stanwell, and Ashford Youth Club Kick start your creativity sessions. |
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35 |
Y |
Planning |
Environment and Sustainability |
Speed of determining planning applications (majors) |
60% in 13 weeks |
Annually |
100% |
100% |
100% |
100% |
100% |
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36 |
Y |
Planning |
Environment and Sustainability |
Speed of determining planning applications (minors) |
65% in 8 weeks |
Annually |
100% |
98% |
100% |
100% |
100% |
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37 |
Y |
Planning |
Environment and Sustainability |
Speed of determining planning applications (others) |
80% in 8 weeks |
Annually |
100% |
99% |
96% |
99% |
99% |
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38 |
Y |
Planning |
Environment and Sustainability |
Appeals dismissed against the Council's refusal of planning permission |
60% |
Annually |
75% |
81.0% |
75% |
69% |
75% |
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39 |
Y |
Planning |
Environment and Sustainability |
Percentage of planning enforcement investigations commenced within time frames |
90% |
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94% |
95% |
96% |
96% |
95% |
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40 |
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Neighbourhood Services |
Environment and Sustainability |
Average length of time to remove fly tips |
90% within 48 hours |
Quarterly |
95% |
96% |
95% |
93% |
95% |
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41 |
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Neighbourhood Services |
Environment and Sustainability |
% missed refuse bins reported by 2pm and collected by the end of the next working day |
95% |
Quarterly |
93% |
97% |
96% |
95% |
95% |
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42 |
Y |
Neighbourhood Services |
Environment and Sustainability |
Recycling rate (received a Quarter behind, from the Surrey CX meeting report) |
48% |
Annually |
45.80% |
46.50% |
42.40% |
42.70% |
44.5% |
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43 |
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Commissioning and Transformation |
Environment and Sustainability |
Reduction in CO2 across SBC estate and activities |
1189 tonnes CO2 equivalent |
Annual |
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1266t |
Due to increased natural gas and fleet fuel usage across the Council seen an increase from the baseline |
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44 |
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Economic Development |
Economic Development |
We will ensure that at least 4 businesses will be provided free business coaching advice a week until January 2024 |
48 sessions per quarter |
Quarterly |
25 |
20 |
18 |
55 |
29.5 |
Staff changes impacted targets in ED |
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45 |
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Economic Development |
Economic Development |
We will deliver at least 6 business events over the next 12 months |
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Quarterly |
4 |
6 |
4 |
9 |
5.75 |
EC Dev - 6, 2 start up events, 1 business hub |
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46 |
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Economic Development |
Economic Development |
During 2023 we will arrange an entrepreneur’s event for people interested in setting up a business but do not know where to start |
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Quarterly |
1 |
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1 |
0 |
1 |
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Green Target achieved
Amber Target marginally missed
Red target no achieved.