Performance indicator reports

These are the indicators we currently use to measure our performance.

Communications

• Percentage of payments made online by the customer
• Number of online payments made independently by the customer
• Number of Tweets and Facebook updates
• Number of news releases, statements and letters issued, including news stories on partnership themes
• Number of graphic design commissions carried out
• Number of electronic forms filled in on our website
• Number of customers who have a My Account

Directorate

• Percentage of complaints handled within timescales

Operational Services

• Number of Environmental Crime Fixed Penalty Notices issued for:
  • littering
  • failure to clear fouling
  • allowing dogs to be off leads within a Public Spaces Protection Order area
  • failing to carry means of removing dog fouling 
  • dogs being in areas they are not allowed to be in, for example, play areas, multi-use games areas, tennis courts, bowling greens
• Satisfaction of services provided to Town and Parish Councils
• Percentage of users who rated our overall sports facilities as at least good
• Percentage of high priority Countryside Access faults resolved within 6 months of being reported to us
• Target for any sports fixtures being cancelled to be less than 3%
• Average time to remove fly-tip (excluding non-working days) 
• Reported number of missed collections not dealt with within 24 hours (excluding non-working days)
• Section 215 Notices - legal notices that require land or buildings to be cleaned up or repaired:
  • the number of examples of proactive work being done
  • the number of formal actions taken
• Section 46 Notices - legal notices for people who don't manage their waste correctly
  • number of examples of proactive work being done
  • number of formal actions taken
• Section 79 notices - dangerous buildings
  • notices issued within the legal timeframe
• Percentage of the total tonnage of household waste which has been recycled (as a rolling year percentage)
• Percentage of the total tonnage of household waste which has been sent for composting or treatment by anaerobic digestion (as a rolling year percentage)
• Residual household waste per household
• Percentage of household waste sent for re-use, recycling and composting (as a roling year percentage)
• Improved street and environmental cleanliness:
  • litter
  • detritus
  • graffiti
  • dog fouling
• Percentage of litterbins attended to within 24 hours of a complaint of overflowing

Financial Services

• Average rate of investment return on surplus funds managed internally
• Percentage of undisputed invoices paid within 30 days
• Percentage of Performance Indicators that were activated in our Performance Mangement System before the agreed deadlines
• Percentage of audits started each quarter
• Percentage of recommendations implemented or partially implemented

Housing, Health and Engineering Services

• Total number of Freedom of Information requests received
• Percentage of Freedom of Information requests answered within 20 days
• Number of programmed Private Water Supply risk assessments completed
• Percentage of programmed Private Water Supply samples taken
• Income from external Engineering Services
• Percentage of Environmental Health and Private Sector Housing service requests responded to on time
• Percentage of new food premises inspected within 28 days of opening
• Food premises inspected in accordance with the food law enforcement service plan
• Percentage of inspections carried out at Pendle Businesses where they meet the Environmental Permitting Regulations
• Percentage of planning application consultations responded to by Environmental Health within 21 days
• Percentage of Disabled Facilities Grant enquiries approved within 4 months of the initial visit
• Number of Disabled Facilities Grant enquiries approved within 4 months of the initial visit
• Number of initial visits where the Disabled Facilities Grant is approved within 4 months of that visit
• Percentage of approved Disabled Facilities Grants completed on site within 4 months
• Number of cases where homelessness has been prevented or relieved
• Number of nights provided in Bed and Breakfast to homeless applicants
• Number of private sector dwellings (empty properties) that are returned into occupation
• Number of private sector dwellings where Category 1 and Category 2 hazards are removed through our intervention (Category 1 is where there is a serious and immediate risk to someone's health and safety. Category 2 is less serious or urgent)
• Number of long term empty properties brought back into occupation through compulsory purchases

Legal Services

• Number of GDPR Subject Access Requests received
• Standard land charge searches completed in less than 5 days

Liberata - Corporate Health

• Total Revenues and Benefits call volumes
• Volume of Face-to-face visits for Revenues and Benefits
• Volume of emails to the Revenues and Benefits service
• Percentage of sickness absence due to a work related injury or work related ill-health (in number of days absence)

Localities and Policy

• Reduction in carbon dioxide (CO2) emissions from our building stock
• Reduction in carbon dioxide (CO2) emissions from our transport fleet
• Community Protection Notices (CPN):
  • Percentage of cases resolved before the statutory warning stage
  • Percentage of cases resolved before the notice stage
  • Percentage of cases resolved
  • First points of contact

Planning, Economic Development and Regulatory Services

• Number of licences issued per full time employee per year
• Percentage of new and renewed drivers' licences issued within 2 working days (for new drivers, this means within 2 working days of them having passed the knowledge test)
• Percentage of new and renewed operators' licences issued within 8 working days
• Percentage of all appeals determined in accordance with officer recommendation
• Percentage of major planning applications determined within 13 weeks
• Total number of major planning applications
• Number of major planning applications determined in 13 weeks
• Percentage of minor planning applications determined in 8 weeks
• Number of minor planning applications determined in 8 weeks
• Percentage of other planning applications determined within 8 weeks
• Total number of other planning applications
• Number of other planning applications determined within 8 weeks