Issue - meetings

To present to the Executive a summary of the operational performance position for quarter three of the financial year 2018/19.

Decision

That the report be noted and that the relevant Portfolio Holders be requested to ensure that management has a focus on those highlighted areas showing deteriorating performance.

None.

Key headlines from performance results in terms of those areas performing well included:

·         the number of users logged into the self-service system MyInfo this quarter had increased from 6,409 last year to 7,651 this year;

·         the in-year collection rate for business rates had surpassed its upper target of 84.22% at a figure of 86.23%;

·         the total number of users of the Council’s health and recreation facilities had increased by 55,176 users since Q3 last year;

·         the satisfaction of Public Protection and Anti-Social Behaviour complainants relating to how the complaint was handled had seen a large increase of 12.4% increasing from 80.3% last quarter to 92.7 % in quarter three;

·         the percentage of premises that were full or broadly compliant with food health and safety inspections had improved on its target of 97% with a figure of 97.6%;

·         the percentage of non-major and major planning applications determined within the government targets were above their targets at 94.51% and 97.96% respectively;

·         the rent collected as a proportion of rent owed had surpassed its target of 96.50% at 99.83%;

·         the current level of tenant arrears was better than the target of 3.50% with a figure of 2.47%, but was still a little higher than at the same time last year at 2.22%;

·         the percentage of reactive repairs completed within target time was above the target of 97.50% with a figure of 98.51%;

·         the number of face to face enquiries at City Hall had decreased again in quarter three to 4,893, compared to 10,388 in quarter three last year.

Areas where performance could be improved included:

·         the average time taken to answer a call in customer services had increased by 73 seconds compared to quarter three last year, at 122 seconds, below the lower target of 50 seconds;

·         the level of outstanding customer changes in the Revenues Team had increased to 401 in quarter three this year, from 80 in quarter three last year;

·         the percentage of waste recycled or composted had decreased from 38.20% in the last year to 34.70% in this year, below its lower target of 35%;

·         the average re-let time calendar days for all dwellings, including major works, was slightly below its lower target of 28 with a figure of 28.35;

·         the percentage of rent lost through dwellings being vacant had deteriorated 0.14% to 0.84% this quarter;

·         the average days taken to process new housing benefit claims had decreased slightly since quarter two but was still below its lower target of 26 at 27 days;

·         the average days taken to process housing benefit claim changes of circumstances was outside its lower target of six with a figure of 8.03;

·         the  ...  view the full minutes text for item 113