Performance Report

Quarter 4

2014-2015

Management Dashboard

Below is a brief summary of this quarter’s performance – both for Corporate Plan Objectives and for Corporate Indicators.

There are 37 objectives which remain open at the close of Quarter 4. Of these 21 will feature within the 2015/16 Business Plan. The

remaining 16 will feature in specific team plans to ensure completion of the objectives within 2015/16.

Our place to….. feel safe and secure

We will provide services that develop communities and neighbourhoods so that everyone feels safe, valued and secure.

Within this theme there are fourteen activities. During this quarter, two of these are assessed as green and therefore meeting targets,

whilst two activities are amber. This first of which, developing two neighbourhood watch schemes in hot spot areas, is assessed

as amber as only one of the two projected schemes was implemented. A wealth of alternative work was undertaken throughout the

quarter and now there is Neighbourhood Watch Co-ordinator in post this work can continue as part of the 2015/16 Business Plan.

Introducing a framework for the delivery of the housing ASB service through the Institute of Housing ASB Charter for

Housing is the second action assessed as amber, as this project is currently on hold. ASB policy development will continue into

2015/16 and the relevant Team Plan includes a review of all procedures to take account of the legislation recently introduced.

Ten activities within this theme have been completed and therefore closed this quarter – these are;

Referral via the ASB & Crime JAGs, of at least twelve young offenders to local mentoring services- At the end of

February 2015, 38 young people were engaged in year-long mentoring projects (double the target) and the reduction in re-

offending rates for February 2015 were 100%.

Corporate Plan Objectives Report At Quarter 4 there are 63 activities which address the objectives outlined in the Corporate Plan. There are 0 objectives

reported as red in status this quarter, 12 are amber and 25 are assessed as green. In addition 26 more objectives have

been completed and closed; this makes a total over the year so far of 53.

Outlined in the report below is a more detailed update of activity in Q4:

Development and delivery of two diversionary initiatives in partnership with organisations that work with ex-

offenders- The target of delivering two diversionary initiatives is complete. Funding is now provided to diversionary initiatives,

which takes referrals from the ASB Jag for young people in hotspot areas, including Birstall and Thurmaston.

Increased use of Council’s website and alternative media channels- A social media protocol has been written which will

enable the team to begin trailing its own social media pages. All pages are reviewed at least quarterly and are updated with

relevant events when necessary.

Development and promotion of an improvement plan to tackle student related ASB- Within quarter four, 125 student

ASB related complaints were logged which saw a reduction from 278 in the same period last year. This is a 55% reduction.

Development and delivery of three drug and alcohol workshops in partnership with the University- A range of drug and

alcohol workshops/ initiatives have taken place throughout the year, exceeding the target of three.

Two Test Purchase Operations (alcohol) carried out in hot spot locations where evidence indicates an issue with

underage supply- Two test operations were undertaken throughout 2014/15.

Develop a programme of events for the town hall gallery and café spaces- The Town Hall has had its most successful

year to date qualified by record attendances and meeting ambitious income targets set in the Town Hall business plan.

Review the findings of the Town Hall Café pilot and establish a way forward- Of the four options available for catering

opportunities, an approach has been agreed to continue with an external provider for hospitality at events and extend the

range of existing bar service to cover additional events.

Undertake targeted enforcement checks of scrap metal collectors and sites- Completed and on-going checks are

planned for 2015-16.

Introduce a newsletter for all private hire and Hackney carriage owners and operators twice a year- two newsletters

completed for 2014-15.

Our place to….. grow and prosper

We will ensure that Charnwood continues to be a prosperous and thriving Borough which embraces innovation and

enterprise, whilst providing a wide range of employment opportunities across the Borough.

This theme contains fifteen actions. For quarter four, six of these are assessed as green and four are amber. Of the activities which

are amber, one objective relates to housing and reviewing opportunities for affordable homes on our sites. This is amber as

outline plans have been commissioned for the preferred site but they are still to be finalised and will be received in quarter one of

2015/16. Investing in council homes by continuing a programme of decent homes works is also amber as issues are currently

being addressed in terms of target times and costs, including negotiations with the contractor over increased preliminaries taking

place. However, any additional costs will still be within budget.

Other amber objectives include the delivery of the Bleach Yard Project which has been delayed by three months. However, the

Loughborough BID has now instructed the commissioned company to begin the work and all funding is in place to deliver the

scheme. Additionally, refurbishing the walkway at the side of the Town Hall into Market Square is also assessed as amber, as

this project will now be completed in quarter 1 of 2015/16. The commencement of this project was delayed to allow the capital

funding to act as match funding for a grant application to support the Ladybird Centenary.

Five activities within this theme have been completed and therefore closed this quarter – these are;

In partnership finalise the signage for Town Centre Car Parks- All on street park directional signs have been installed by

LCC Highways Service and close to car park entrances identifying total number of spaces.

Improve road traffic signs and signage to and on car parks- The installation of the car park signs on the High Street has

now been completed.

Improve street scene through enhancing shop fronts across Loughborough- The Devonshire Square project was

successfully completed and attracted over six pages of positive press coverage.

Develop ‘Fab Friday’ focussing on the Night Time economy- The project is now fully completed.

Introduce new specialised markets and Sunday events- The project exceeded expectations and high attendance figures

has helped to secure at least six French/ specialist markets for 2015/16 and led to the involvement of the market in a

University MA course module.

Our place to….. protect for future generations

We will protect our natural resources to provide a Borough which is clean and tidy and has a variety of green, open spaces

for the benefit of all our residents.

Within this theme there are eleven activities. During quarter four, six of these are assessed as green and four activities are assessed

as amber. Those that have amber status are:

Development of the Outwoods Cottage as a Visitor Centre- Feasibility work is continuing and a report will be considered

by Cabinet in due course following receipt of the recommendations of the Outwards Management Committee.

Promoting recycling and waste minimisation within the community including an active promotion of garden waste-

This has been amber throughout the year as the target is not being met. However, Charnwood Borough Council continues to

work with Serco and various events continue to take place.

Introduce Charnwood Museum Shop to help make the museum become more sustainable- Conversion of the office to a

retail shop has made significant progress, however timescales are slightly delayed and so the new shop will be open in

quarter one of 2015/16.

Launch Carillon Centenary fundraising project- The development of the more detailed planning brief has been delayed

until quarter one of 2015/16 The timescales for completing the refurbishment of the Carillon Tower is 2023, therefore not a

critical delay.

One activity has been completed and therefore closed this quarter which is the Deliver Waste Duty of Care Campaign. A range of

activity has been completed in meeting this objective.

Our place to….. celebrate and enjoy

We will create opportunities for communities to live healthy, active and fulfilling lives.

There are nine actions within this theme and three of them are classed as green this quarter and none are assessed as red. One

activity is classed as amber; this relates to reviewing the warden housing related support service and Lifeline assistive

technology service. The County Council have undertaken a review of their adult prevention services and are implementing this

from October 2015; therefore there will be no funding for warden services from this time. The Council’s draft budget contains funding

for this service up to the end of 2015/16 and includes provision for a service review of options for the warden service going forward.

Five activities have been completed and therefore closed this quarter – these are:

Ensuring the private sector disabled facilities grant budget of £609,400 for 2014/15 is fully committed by year end-

100% of the grant budget was committed in 2014/15.

Plan Ladybird exhibition and associated events with Charnwood Museum being the focal points of the events- The

Ladybird audible story chair is now in operation and is a popular exhibit with both children and adults. A range of other

interactive exhibits have also been installed and successfully signed off by Penguin books under contract.

Submit a Heritage Lottery Fund bid to support WW1 events- A range of activity around war and issues relating to peace,

has taken place throughout the year, including a major concert to mark the restoration work at All Saints.

Test and evaluate ‘try-a-trade’ sessions at markets to encourage young people into entrepreneurship- The

rejuvenating of the market project (a module in a Loughborough University Master Course) has been successfully launched

and delivered by the University supported by the BID and CBC market service.

Maintain partnership to secure funding to support cultural opportunities in our key venues- The core programme for

the LFCIL is now in place for 2015 and includes activity (for a wide range of people) at the town hall, museum, Great Central

Railway and other major attractions

Our place to….. belong

We will support residents to influence, contribute and take part in their communities.

There are fourteen activities to deliver within this theme. For Quarter four: nine of these are assessed as green, one is assessed as

amber and none are assessed as red. The amber objective relates to upgrading the chip and pin system in the customer

service area as there was a sight day in implementation. The project will go live in quarter one of 2015/16 due to the delay.

Four activities are closed this quarter. These are:

Deliver six programmes aimed at reducing family risk factors- Six programmes, led by Supporting Leicestershire Families

and Family Steps, have been delivered up to the end of quarter four 2015/16.

Work with VAL to proactively support individuals from priority neighbourhoods and SLF families into volunteering

opportunities- VAL’s local volunteer recruiter is working closely with the Neighbourhoods Team and the Supporting

Leicestershire Families Team to help co-ordinate links between volunteer opportunities and those looking to volunteer locally.

Update children and young people web pages to implement the feedback from the 11-19 communications

consultation- The Youth Council used the feedback from FacetoFacebook to children and young people web pages.

Provide opportunity for children and young people to have a voice and be involved in service design- The Children

and Young People’s Participation Toolkit has been launched to encourage staff to include young people in engagement and

consultation.

Indicator Quarter 1 Quarter 2 Quarter 3 Quarter 4 Annual

Value Status Value Status Value Status Value Target Status Value Target Status

KI1

Net additional homes provided

High is good

150

homes

309 homes

457 homes

723 homes

700 homes

732

homes

700

homes

The annual target has been exceeded.

KI2

Number of affordable homes delivered (gross)

High is good

43 homes

58 homes

106 homes

155 homes

150 homes

155

homes

150

homes

The annual target has been exceeded.

KI3

Percentage of food establishments that achieve level 3 (broadly compliant) within the Charnwood Food Hygiene Rating System

High is good

94%

94%

94%

93.50% 91.00%

93.88%

90%

1377 out of a total of 1472 registered food businesses are level 3 and above at the end of Q4. This is reported to the Food Standards Agency as part of the annual enforcement monitoring return.

KI4

Percentage of household waste sent for reuse, recycling and composting

High is good

50.77%

50.53%

49.13%

48.32% 51.00%

48.32%

51%

The figure shown is an annual predicted figure as the actual figures have not been submitted yet.

KI5

Percentage non-decent council homes

Low is good

4%

4%

3.50%

2.42% 3.00%

2.42% 4%

General needs non-decency is 0.47%. Total stock non- decency including sheltered is 2.42%

Performance Indicators

Key Corporate Performance Indicators:

KI6

Percentage rent collected (including arrears brought forward)

High is good

91%

94.85%

96.66%

97.44% 97.25%

97.44%

96%

This indicator is reported on a cumulative, YTD basis at the end of each month. Year end performance is 97.44%. Target reached and exceeded by 0.19%. Collected in excess of 42K to reach the target.

KI7

Time taken to process Housing Benefit/Council Tax Benefit new claims and change events

Low is

good

14.35 days

11.9 days

13.32 days

13.20 days

17.00 days

13.19 days

15 days

The processing times for benefits claims continues to be under target despite an increase in the number of claims and chaanges in circumstances.

KI8

Percentage of Council Tax Collected

High is good

29.32%

57.38%

85.48%

97.93% 97.00%

97.93%

96%

The collection target for Council Tax remains high despite the requirmement for working age benefit recipients to pay a contribution of their Council Tax Liability (15%).

KI9

Percentage of non-domestic rates collected

High is good

30.24%

56.33%

84.19%

98.31% 98.70%

98.31%

98.7%

The collection of Business Rates has reduced slightly against target this year but has actually increased from 98.14% in 2013/14 do despite a difficult economic situation, colelction rates are headed in the right direction.

KII0

The number of working days / shifts lost to the local authority due to sickness absence

Low is

good

1.74 days/ shifts

1.68 days/ shifts

2.4 days/ shifts

2.66 days/ shifts

2.20 days/ shifts

9.31 days/ shifts

7.5

days/ shifts

By far the main cause of sickness this quarter has been cold, influenza and viral infection which is not unusual for this time of year. In addition stomach ailments and ear, eye, nose and mouth issues problems have contributed to the figures. In march stress and depresion were also a factor.

KI11

Percentage rent loss from void properties

Low is

good 2.03%

1.96%

1.95%

1.97% 2.20%

1.97%

2.20%

Rent loss has decreased from 2.03% at Quarter 1 and reamined stable with a year end result of 1.97% against a target of 2.20%.

KI12

5% reduction in All Crime (year on year)

Low is

good

2184 crimes

4195 crimes

6537 crimes

8,732 crimes

8,759 crimes

8732

crimes

8759

crimes

A 5% reduction was set and this was achieved, meaning there were 461 less crimes. Even though there has been significant reductions in violent crime, shop theft, cycle theft and robbery the rises in vehicle crime has risen across Leicestershire. A robust action plan has been developed locally to tackle this.

Other indicators which address objectives:

Indicator Quarter 1 Quarter 2 Quarter 3 Quarter 4 Annual

Value

Status

Value

Status

Value

Status

Value

Target

Status

Value

Target

Status

LS10

Leisure Centres-Total number of

visits Value

High is

good

295,546 visits S

294,274 visits S

263,603 visits a

317,328

visits e

310,500

visits get

1,170,751

visits

1,060,000

visits

The target for the Quarter 4 was 310,500 Participation across the three Council leisure centres in Q4 was 317,328 The overall participation for 2014 -2015 was 1,170,751 which is 3.46% above the 2% improvement target Fusion is set contractually to achieve during the first 5 years of their contract with Charnwood. Customer satisfaction across the three centres continues to be high; averaging 97% compared to 95.6% for the same period of 2014 Memberships across the three centres have increased by 817 in the quarter, with a net increase of 579 memberships held in 2014-2015.

NI191

Residual household waste per household

Low is

good

417 Kg/

household

410 Kg/

household

430 Kg/

household

432 Kg/

household

411 Kg/

household

432 Kg/

household

411 Kg/

household

The figure given is an annual predicted figure as the actual figure is not yet available.

Complaints Stages Jan % Feb % Mar % Q4

total %

Stage 1 38 81% 32 80% 34 81% 104 81%

Stage 2 3 6% 8 20% 4 9.5% 15 11%

Stage 3 6 13% 0 0% 4 9.5% 10 8%

TOTAL 47 100% 40 100% 42 100% 129 100%

The table below outlines the volume and outcomes of complaints:

Jan % Feb % Mar % Q4 Total %

Upheld (U) 14 30% 9 23% 10 24% 33 26%

Partly Upheld (PU) 10 21% 6 15% 7 17% 23 18%

Not Upheld (N) 19 40% 16 40% 17 40% 52 40%

No Response 4 9% 9 23% 8 19% 21 16%

TOTAL 47 100% 40 100% 42 100% 129 100%

The table below outlines the reasons why complaints have been made:

Jan Feb Mar Q4 Total

Service Failure 18 15 16 49

Service Delivery 6 6 4 16

Procedures not in place / requires review 0 0 1 1

Procedure not followed 1 1 3 5

Disagrees with policy 8 6 4 18

Incorrect / insufficient information 3 6 4 13

Administrative Error 1 1 1 3

Staff attitude/behaviour 8 3 5 16

Miscellaneous 2 2 4 8

TOTAL 47 40 42 129

Relevant benchmarking information: The following benchmarking information* has been received, via LG Inform, based on our CIPFA (The Chartered Institute of Public Finance & Accountancy) nearest neighbours. This includes the following authorities:

Braintree Hinckley and Bosworth Litchfield Maidstone Gedling

* The results of the data are hidden for the purpose of this report as public access to the data is only granted one year after the end of the financial year for which data relates. (Therefore, public access to the data below will be granted on 30 September 2015).

Charnwood

Charnwood

Charnwood