Issue - meetings

The report before Members set out the quarter two corporate performance data as selected by the Sub-Committee.

The report identified the indicators that were rated as Red (not so well) and also detailed the corrective action that were required in order to indicate the action the Council was taking to address under performance.

The Assistant Director of Policy, Performance and Community reported on five performance indicators.  It was noted that three had been assigned an on track / off track status.  All three were currently rated Red (off track).

The Sub-Committee noted that the following three indicators were off target however, three of the five indicators were showing an improving direction of travel against quarter one.

·      Stage 1 complaints closed in 15 days (cumulative); 84% against a target of 95%.

·      Stage 2 complaints closed within 20 days (cumulative); 94.4% against a target of 95%.

·      Housing repairs completed within target (cumulative); 92% against a target of 96%.

The Sub-Committee noted that improvements were required within Housing Repairs, as performance was below target for repairs completed within the target timescale, with 12,140 repairs in time against a total of 13,195 repairs (92%), but an improvement was noted compared to the same period last year (89.68%).

A service improvement plan had been put in place with the responsive repairs maintenance contractor. The action plan was being monitored and scrutinised at regular review meetings in addition to the normal contractual and partnership meetings.

The number of stage one complaints closed within timescale within Housing was below target, 140 out of 153 (92%) for ‘Housing – other’ and 71 out of 114 (62%) for ‘Housing – repairs’ were closed within 15 days against a target of 95%.

It was noted that the issues that contributed to the below-target performance included: 

·      Staffing shortages earlier in the year.  Following successful recruitment, the Complaints Team was now fully staffed and performance was improving, with results for September showing that 100% were closed within target.

·      The complaints process in Housing Services was under review.  ICT issues and a potential office move had temporarily delayed the co-location of contractor complaints staff with the council complaints officers, which would improve response times and the quality of complaint responses.

The Sub-Committee was informed that improvements were required within Planning and Building Control and Public Protection, as the 95% target was not achieved as a result of one out of six stage 2 responses being off target while within Public Protection, one out of two stage 2 responses had been off target.

The Sub-Committee noted the performance update.