URL: https://rother.moderngov.co.uk/ieDecisionDetails.aspx?ID=2006

Decision Maker: Overview and Scrutiny Committee

Outcome: Recommendations Approved

Is Key Decision?: No

Is Callable In?: No

Purpose: To monitor delivery of the Council’s Key Performance Indicators and make any necessary recommendations to Cabinet.

Content: Consideration was given to the report of the Head of Corporate, Strategic and Neighbourhood Services on the Performance Report of the Third Quarter (Q3) 2025/26.  Members were given the opportunity to scrutinise progress towards corporate operations and service delivery and make any necessary recommendations to Cabinet for future service delivery.   A summary of the Council’s performance against the selected Key Performance Indicators (KPIs), broken down into nine service areas, was included at Appendix A to the report.  Benchmarking data had been included where it was available. Performance across the board was excellent, with only five areas performing slightly below target for this quarter and several areas exceeding targets.   The exceptions (those either not meeting or exceeding targets) were detailed in the report and highlighted to Members as follows:   ·       Corporate Core: 100% of Freedom of Information (FOI) requests answered in 20 days – Q3 performance was 100%: Resources had been increased and performance had improved significantly, remaining strong. ·       Customer Services: Channel shift – online versus traditional – target 65% online – Q3 performance was 55% online: Online performance remained below target, with customers preferring traditional contact methods for more complex enquires.  Further promotion of the benefits of online channels would be undertaken, but this was a difficult target to influence as it was directly influenced by customer choice. ·       Housing: Number of households either prevented or relieved from homelessness – Q3 performance was 59: 23% increase compared with Q2 (48%) and Q1 (15%).  The expansion of staff resources had strengthened joint working within the Housing Team, which had contributed towards these outcomes. Members praised officers for their work in this area, which had resulted in significant savings for the Council. ·       Housing: Average cost of placing a household in temporary accommodation – target £1,200 – Q3 performance £1,559: Several factors had contributed, including a rise in complex homelessness cases requiring specialist accommodation, and increased demand for temporary accommodation due to multiple activations of the severe weather protocol. ·       Revenues and Benefits: Percentage of council tax owed for the year that has been collected and percentage of business rates owed for the year that have been collected: Performance was below target in both areas.  Work was underway to improve collection rates and determine whether the business rates shortfalls related to specific accounts. Staff turnover in the department had also affected performance. Members were concerned that the number of non-payers of Council Tax may have increased due to affordability. Officers would circulate Council Tax Reduction Scheme registration numbers after the meeting.   Members paid tribute to Biffa for the excellent performance with the Missed Bins KPI and for the speed at which fly tips were cleared. Also, to the Environmental Health department for the improvement in food inspection rates, now that staffing issues had been addressed.   Members congratulated officers on the overall performance of the Council.   RESOLVED: That the report be noted.

Date of Decision: March 16, 2026