Agenda item

Performance Overview Report - Quarter 4 2016/17

To provide an update on Council performance for the period 1 January 2017 to 31 March 2017 (report of the Executive Member for Strategy, Governance and Transformation is enclosed).


Consideration was given to the report of the Executive Director Strategy and Governance which provided an update on Council performance for the period 1 January 2017 to 31 March 2017. Areas where performance had improved were brought to members’ attention, as were areas of concern where performance was below expected levels or was considered to be worsening.


The Executive Manager for People and Public Protection informed members that performance had decreased since Quarter 3, 11 indicators green (46%) 1 amber and 10 red indicators (42%).


Areas of success highlighted within the report included:


·         An improvement in customer complaint handling (closed 54 complaints, 8 upheld for Stage 1, 3 Stage 2 complaints but none upheld).

·         100% of the 50 Commercial Property Occupancies were let which was pleasing.

·         96% of planning applications determined within the agreed time (194 out of 202).

·         Revenues and Benefits team turnaround after a poor start to the year - the LA error rate had finished at 0.42%, below the target of 0.48%, hopefully avoiding a fine, although clarification wasn’t yet available.


Areas of concern highlighted within the report included the following:


·         Housing Void Figures – still remained high on a key to key basis of 32 days, over the 28 day target, but a marked improvement on 45 days. This would improve following the Place Review and implementation of agreed recommendations from the Voids Task Group.

·         Average wait time in seconds was 107, which was due to revenues and benefits calls with Council Tax bills going out in March. Better training of staff taking calls would help.  There was a high turnover in staff – which was common in call centre businesses. Floor walkers had been introduced to move towards a digital cashless provision and there had been 1300 less visits to the cash office since this had been introduced. A service review had taken place within Compass Point addressing a lot of these issues.

·         Environmental Services – 99.95% of bins had been collected, although there was a higher missed waste collection rate compared to Q4 in the previous year. Out of 1,018,500 collections, only 521 were classified as missed bin collections.

·         Sickness – there was a reduction of people off work due to long term sickness, down from 14 to 8, which was an improvement and was being managed. However this figure was driven by long term sickness due to serious illness, but support was being provided.


The Panel considered the following points:


·         How was a complaint defined within the data? The Corporate Improvement Team dealt with complaints, and if it was more than a general service issue, e.g. missed waste collection, it moved onto a Stage 1 complaint. All complaints were recorded.

·         The red areas in re-let sections were too high – this would hopefully be turned around with the Place Service review.

·         Definition of homeless – Members requested that this definition be determined.

·         New affordable homes – information data was only on provision, not performance .




That the report of the Executive Director Strategy and Governance be noted.

Supporting documents: