Issue - meetings

Purpose of Report

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

Decision

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

Alternative Options Considered and Rejected

None.

Reason for Decision

Key headlines from performance results in respect of those areas performing well were noted as follows:

·         the number of users logged into the self-service system MyInfo had increased from 9,865 at quarter four last year to 10,199 at quarter four this year;

·         the average time take to answer a call in customers services had decreased by 12 seconds compared to quarter four last year at 92 seconds;

·         the business rates collection rate had exceeded its upper target of 99.15% at 99.81%;

·         the average days taken to process housing benefit claim changes of circumstances had beaten its five day target at 4.12 days;

·         the percentage of invoices paid within 30 days had improved from 95.17% in 2018 to 97.79% this year;

·         the total number of users of health and recreation facilities increased by 29,740 users since quarter four last year to 247,921 this year;

·         the percentage of food health and safety controls that should have been completed and had been had improved from 82.1% in quarter three to 96.5% in quarter four;

·         Lincoln premises achieved an average food hygiene rating of 4.69 out of a possible 5;

·         the percentage of planning applications approved was above its target of 97%, outturning at 98%;

·         the number of empty homes brought back into use reached 47 in 2018/19;

·         the rent collected as a proportion of rent owed had surpassed its target of 96.50%, achieving outturn of 99.24%;

·         the final level of tenant arrears was better than the target of 3.50% with an outturn figure of 2.66%;

·         the percentage of reactive repairs completed within target time was above the target of 97.50% at 98.65%;

·         face to face enquiries at City Hall had decreased in quarter four to 4,731 compared to 9,826 in quarter four last year;

·         new benefit claims had decreased from 7,296 in quarter four last year to 5,252 in quarter four this year. Universal Credit had affected the housing benefit claims, but Council Tax support was also reduced.

Those areas where performance could be improved were noted as follows:

·         the in-year collection rate for Council Tax had decreased by 0.41% since quarter four last year, outturning at 96.76%, although just above the lower target;

·         the level of outstanding customer changes in the revenues team had increase to 437 in quarter four this year, from 121 in quarter four last year;

·         the percentage of waste that was recycled or composted had increased to 34.94% this year but was still below its lower target of 35%;

·         the time to determine a planning application had deteriorated from 59.4 days in quarter three to 68.81 days in quarter four;

·         the satisfaction of public protection and anti-social behaviour complainants  ...  view the full minutes text for item 3