Agenda item

Members gave consideration to the Progress and Delivery report for quarter two 2022/2023, which covered the period of 1 July to 30 September 2022.

Before considering the details of the performance, Members’ attention was drawn to page 7 of the report, with quarter two seeing the introduction of a Performance Improvement Plan.  The Performance Improvement Plan intended to provide further context and the extra level of assurance Members’ had been seeking, when measures within services were reporting as underperforming.  The Improvement Plan detailed those measures where performance had remained below target for two consecutive quarters or more, reasoning as to why the measure was reporting below target, the impact this was having, the actions in place to improve performance and when improvement was expected to be seen as a result of the actions being taken.

Officers outlined how the Plan had been developed, and how it would be managed and monitored, noting Improvement Plans would include clear linkages to the objectives of both teams and individuals.  

Turning to the performance data Members were advised over 78% of all measures were either exceeding or within agreed tolerance of their targets, up compared with quarter one at 68.4%. Similarly, measures exceeding target for two consecutive quarters or more, had increased from 76% in quarter one to 83% in quarter two.

The measures that had performed above or below target for two consecutive periods, in each portfolio area, were then highlighted to the Committee, as follows: -

Corporate Health

Two measures were reporting below target during the quarter and had been included in the Performance Improvement Plan, earlier referred to, namely, the average time taken to pay invoices and overall customer satisfaction.   Members noted the reasoning for this and the actions to be taken. Overall performance in the portfolio continued to remain positive and Members indicated they had no questions in respect of this area.

Change Management, ICT and Regulatory Services

10 measures were performing above their targets for two consecutive periods with only 2 measures reporting below target for quarter two.  Continued high performance was reported in all areas, but those areas brought to the Committee’s attention within the portfolio were: -

In-year council tax collection. Having recently received outturn figures for 21/22, the average national collection rate was 95.8% for Council Tax with the Council Tax team having achieved 98% and therefore performing in the top quartile across the country.

Completed Food Safety inspections. The percentage of completed inspections continued to remain on track for the year, evidencing the recovery from the pandemic.

Housing Enforcement Cases - The percentage of cases closed within 6 months was reporting as below target.  A number of long-standing cases which had been affecting the performance figures, had been closed over the Summer and such performance was projected to return to expected levels during quarter three.

Land Charges. Following a successful T24 review, searches were consistently being turned around within the agreed timeframes. The Market share for the service was reporting below target, with this being monitored but the focus remained on maintaining the high standards.

Members indicated they had no questions in respect of the Portfolio.

Finance and Property

Rental portfolio voids were reporting above target with voids, at 3.3%.

No measures were reporting below target within the Portfolio and Members indicated they had no questions in respect of this area.

Homes and Communities – Homes Health and Wellbeing TM

Noting the 22/23 measures review, approved by Members in February 2022 three measures with targets were set within the Portfolio.  This year’s performance would be used to baseline and inform the targets set for the 23/24 cycle.

The reasoning for new measures having been set were summarised to the Committee noting how individual cases could impact overall performance in the case of households in bed and breakfast accommodation.

One performance measure continued to report above target, this being long term empty properties as a % of all housing stock and the measure reporting below target which has been included in the Performance Improvement Plan related to the average number of calendar days from receipt of a completed DFG application to completion of work. 

In respect of DFGs Members noted performance was already on an upward trajectory. April’s figures had reported 302 days whereas September was 170, averaging 171 for the quarter. The improvements in the process resulted from the T24 review undertaken at the end of 2021.

In responding to Members’ comments about possible improvements to the application process, and indicating how daunting these could be for customers, whilst accepting they were often set by Central Government, Officers outlined how the T24 review, referred to, had identified this too.  As a result, additional capacity had been added to the front end of the application process. Now when a referral was received, Council Officers would phone the customer and complete the form on their behalf, posting it out for the customer to sign and return.   This had been one of the main contributors to reducing the times and Members welcomed the approach.  

Operational and Commercial Services

Five measures had performed in excess of the agreed targets for at least two consecutive quarters within the Portfolio.

Three measures were reporting below target and all featured within the Performance Improvement Plan.  Those areas brought to the Committee’s attention within the Portfolio were: -

Average stalls on a Tuesday and Saturday – These measures were covered by the three-year action plan approved by the Prosperous Communities Committee in January 2022 consisting of a three-phased approach to regenerating the Markets was approved – Transition, Development and Delivery.  The Council was currently in the transition phase, with actions underway.

Recycling rates – the Summer had been exceptionally dry and as a result there was reduced garden waste sent for recycling, in addition the introduction of the purple lidded bin and the initial bin rejections had had a short-term reduction on the recycling rate. This was expected to improve through the targeted communication plans in place, to assist customers, as well as Officers on the ground.

Leisure centre, as with Home Choices, there had been a shift in measure as it had been felt that the 2021/22 performance measures set had not provided meaningful data – new targets around membership and membership activity had now been included for 2022/23. This year’s performance would be used as a baseline and to inform the targets set for the 2023/24 cycle.

In response to Members’ questions around the number of stalls, it was stressed this was an average over the period, accepting that the number of stalls could vary from week to week.

Planning and Regeneration

Development Management performance remained high with 3 measures maintaining performance above target. There were no measures under target in the Portfolio and Members indicated they had no specific questions on this area.

A period of general questioning ensued and Members commended the usage figures of the Market Rasen Leisure Centre.  Enquiries were made as to whether data could be provided specifically in relation to the 3G facilities, their occupancy and usage across the week.  Officers undertook to ascertain the information and supply it to Members.

In relation to the Trinity Arts Centre, again the performance was commended but Members noted that most of the attendance was due to cinema screenings.  Members sought indication as to what future proofing if any was being done, given the new ventures to open soon in the same local area, or work to ensure the offer at the Centre was different, in order to complement not compete with new offerings.  Members were advised that a new Trinity Arts Centre Business Plan was being developed to reflect those matters referenced by Members and would be submitted to the relevant Committee in due course.

Referring to the reduced recycling rates, dual-hatted Members advised they were aware that this was a County wide reduction.  A break down of the rates for each District was requested, again with Officers undertaking to provide this outside of the meeting.

Finally referring to fly-tipping, Members indicated it would useful to understand the nature of the fly tips, acknowledging that rubble and such items, often tipped rurally, were considerably more difficult and costlier to remove, as opposed to maybe sofas, and the like, in the urban areas.  The total cost of the service over the last few years was also requested. Again, Officers indicated they would ascertain the information, and circulate to Members.  Going forward greater narrative around the nature of the “tips” would be included in the report where possible.

With no further questions, it was RESOLVED that: -

(a)    the Progress and Delivery Quarter Two (July – September) 2022/23 report be approved; and

(b)    the Progress and Delivery Performance Improvement Plan for Quarter Two (July-September) 2022/23 be approved.