The Committee considered a report on the proposed Corporate Key Performance Indicator (CKPI) set for 2022/23.  The Committee also noted the latest Quarter 3 (Q3) report for the 2021/22 CKPIs showing performance against targets which provided them with data to assist their consideration of this item.

In 2020/21, the Customer,Digital andCollection Services CKPI CDCS2 target on the percentage of lost Customer Service calls per quarter was 12% and the full year achievement was 8.5%. This result was mainly due to a stable fully resourced Customer Services team over the year.  Asaresult,the decision had been made toreduce thetarget to7% for2021/22. Thishad provedto bea challengingtarget duringthis yeardue tostaff sickness and problems with staff       retentionand turnover. Some Community Services staff had moved to other positions within Runnymede.The team was still carryingvacancies and staffwho had  recently joined were still in training. At the end of Q3 in 2021/22 the actual performance across  the year to date had been 10.9% against the target of 7%.  Officers proposed therefore that the target for CDCS2 for 2022/23 be changed to 10% per quarter on the basis that this should be achievable.  The Committee was advised that 10% per quarter presented good performance when compared to industry standards and to other neighbouring local authorities.  Some Members of the Committee did not think that the Council should be guided by levels of performance in this area of work by other organisations and other local authorities.  They questioned whether by setting a target of 10% the Council would be sending a good message to its customers and suggested that the Council’s senior officers should be discussing ways of improving performance on lost customer service calls.

The Committee agreed that the proposal to change the target for CDCS2 to 10% per quarter would be referred to the Service and Digital Transformation Member Working Party (MWP) for consideration.  If that MWP agreed that the target for CDCS2 should be changed, officers would prepare an Urgent Action under Standing Order 42 to be signed by the Chairman and Vice-Chairman of the Committee in order to obtain approval of the target recommended by the MWP.

The Committee was pleased to note that the number of street cleansing reports (CKPI ES4) had reduced and it was suggested that it would be appropriate to reduce this target for 2022/23 from 150 a quarter to a lower figure of either 100 or 125 a quarter.  It was agreed that officers would liaise with the Corporate Head of Environmental Services on whether the 2022/23 quarterly target for ES4 should be reduced to 100 or 125 and prepare an Urgent Action under Standing Order 42 to be signed by the Chairman and Vice-Chairman of the Committee in order to obtain approval of the reduced target as recommended by the Corporate Head of Environmental Services.

The Regulator of Social Housing (RSH) was introducing national Tenant Satisfaction Measures (TSMs) from April 2023 which would require Social Housing landlords tosubmit data returns on these measures.  Therefore, the Committee agreed that three new CKPIs be introduced from 2022/23 to ensure thatdata wasavailable asa baselinefor the requiredTSM returnsin duecourse. Two of these three new CKPIs were H1: Percentageof Repairscompleted within target timescale and H6:Percentage ofhomes that donot meetthe DecentHomes Standard.  The third new CKPI (H10) related to anti-social behaviour. The Committee agreed that the description for this CKPI be changed to read “H10: Number of reported anti-social behaviour cases per 1,000 properties”.  The Committee considered that it was appropriate to change this description to reflect the fact that only a fraction of the anti-social behaviour that occurred was reported. 

As there was a requirement to align relevant corporate indicators for Housing with RSH Tenant Satisfaction Measures, it was agreed that two indicators, (H1 : Percentage of dwellings re-let to deadline per quarter and H6: Percentage of tenants with more than 7 weeks rent arrears at the end of each quarter), would be removed from the set of CKPIs for 2022/23.  However, it was noted that these measures would continue to be tracked by the Housing Team.

CKPI C2 on the Number of befriending referrals per quarter had been included in the data set for 2021/22 as a CKPI but as the service was not yet in place, no data was available.  The befriending service project was ongoing withcurrently anestimated enddate ofJuly 2022.Therefore, the Committee agreed that this CorporateKPI would only be monitored in 2022/23 and that no targets would be set.   This CKPI would be removed from thedata setbut would beadded to the reportat the relevantQuarter oncethe servicewas commissionedand had data to provide.

The Committee approved all of the other 2022/23 CKPI descriptions and quarterly/annual targets as set out in Appendix ‘A’ to the agenda report.

                    Resolved that –

i)     the 2022/23 Corporate Key Performance Indicator descriptions, as set out in Appendix ‘A’ to the agenda report, be approved apart from the description for H10 to be changed to read as follows:-

H10: Number of reported anti-social behaviour cases per 1,000 properties;  

ii)    officers liaise with the Corporate Head of Environmental Services on whether the 2022/23 quarterly target for ES4: Number of street cleansing reports (overflowing litterbins, overflowing dog bins and general litter/detritis) should be reduced to 100 or 125 and prepare an Urgent Action under Standing Order 42 to be signed by the Chairman and Vice-Chairman of the Committee in order to obtain approval of the target as recommended by the Corporate Head of Environmental Services;

iii)     the proposed change set out in the report to the target for CDCS2 : Percentage of lost Customer Service calls per quarter be considered by the Service and Digital Transformation Member Working Party (MWP) and, if that MWP agrees that the target should be changed, officers  prepare an Urgent Action under Standing Order 42 to be signed by the Chairman and Vice-Chairman of the Committee in order to obtain approval of the target as recommended by the MWP; and 

iv)     the remainder of the proposed 2022/23 quarterly/annual targets, as set out in Appendix ‘A’ to the agenda report, be approved.