corporate performance report quarter 2: 2016-2017...there is 1 objective reported as amber in status...

Charnwood Borough Council

Corporate Performance Report

Quarter 2: 2016-2017

3

Performance Overview

Quarterly reporting of performance is a key element of monitoring progress towards delivering the

Council’s Corporate Objectives and Initiatives as set out in the Corporate Plan (2016-2020) and

Annual Business Plan (2016-2017). This report presents detailed performance results for the second

quarter of 2016-2017, in respect of the Corporate Plan Objectives and Key Performance Indicators. It

provides explanations and commentary in respect of poor performance or non-achievement of

targets and details of remedial actions being taken where appropriate.

Performance Objectives

At quarter two there are 37 activities in the Annual Business Plan (2016-2017) which address the

objectives outlined in the Corporate Plan. There is 1 objective reported as amber in status this

quarter and 35 are assessed as green. In addition, 1 objective has not yet started.

4

Performance Dashboard

Quarter 2: 2016-2017

Business Plan Objectives

Key Performance Indicators

Business Plan Indicators

0 1

35

0 0 1 0

10

20

30

40

3

0

8

1 0

2

4

6

8

10

2

1

8

5

5

Within this theme there are thirteen activities this quarter. Eleven of

these are assessed as green, one activity is amber and one is

rated as not yet started.

The amber activity relates to action SLE2- PR: Secure the delivery

of affordable homes (council & private) through negotiation

when considering appropriate residential planning

applications. The majority of the remaining affordable completions

are taking place in the final quarter. Around 150 affordable dwellings

are currently under construction and the end of year target is

expected to be met.

The not yet started activity relates to action SLE3- To commission

the near term project identified in the Carbon Management

Plan. This is scheduled to be reported on in Quarter 4 as an annual

action.

0

10

20

0 1

11

0 0 1


6

Ref Business Plan Actions Status Progress Linked

indicator

SLE1

Prepare a Business

Engagement strategy for

Charnwood in consultation

with local business and the

LLEP.

G

A series of actions have been identified for the preparation of a Business Engagement

Strategy; they include the preparation of a business questionnaire eliciting contact details

from the Borough’s top 200 employers together with information as to how those businesses

prefer to engage with the Council. The responses will be used to inform a review of the

Business pages on the Council’s web site and to formulate an effective communications

strategy targeted to stakeholder preferences. The information will assist also in the

formulation of an Inward Investment Prospectus scheduled for publication in mid-February

2017.

SLE1

Ensure industrial units are fit

for purpose, and are

advertised as soon as they

become vacant, to increase

the number of new

businesses into Charnwood.

G

All units remain fit for purpose, appropriate inspections are undertaken for hard wire tests

and units are maintained to a good standard. Available units are advertised on the CBC web

site which is regularly updated. Mail shots are also sent out to our mailing list of previous

companies who have shown a previous interest.

BP1 G

BP2 G

SLE2

Secure the delivery of new

homes and supporting

infrastructure through the

careful management of local

plan growth sites and a

positive approach residential

development where this

accords with the local plan.

G Above target for the quarter and on track to reach end of year target with over 800 dwellings

currently under construction.

KI1 G

KI2 R

7


indicator

SLE2

Secure the delivery of

affordable homes (council

and private) through

negotiation when considering

appropriate residential

planning applications.

A

The majority of the remaining affordable completions are taking place in the final quarter. So for this quarter and the next completions are expected to be low. Around 150 affordable dwellings are currently under construction and the end of year target is expected to be met.

KI2 R

SLE2

Upgrade communal lighting in

resident schemes to low

energy LED lighting.

G Schemes being commissioned and completion due by end of Quarter 4.

SLE2

Bring empty homes back into

use through housing advice/

assistance and partnership

grants.

G

The majority of the remaining affordable completions are taking place in the final quarter. So

for this quarter and the next completions are expected to be low. Around 150 affordable

dwellings are currently under construction and the end of year target is expected to be met.

SLE3

To commission the near term

projects identified in the

Carbon Management Plan.

NS Objective not scheduled to start this quarter.

SLE3

Investigate options available

to reduce the amount of

contamination in dry recycling

collections.

G

The composition analysis completed on 29th September shows a contamination figure of

12.94%. The main contaminant being textiles at 5.29% of the overall. Options for bin

stickers are being investigated to discourage people from putting the 3 most common

contaminants in the bin. These being textiles, food and nappies.

BP5 R

SLE3

Secure arrangements for the

delivery of Environmental

Services post April 2017.

G

The Extension Agreement (up to June 2020) between Charnwood Borough Council and

Serco Ltd has been approved by both parties. Following Cabinet’s decision (February

2016), the Strategic Director of Neighbourhoods and Community Wellbeing will complete

the agreement.

8


indicator

SLE3

Deliver the following 'Don't

Muck Around 2016-17

Campaign' actions:

A) Hold the 'Don't Muck

Around' Awards ceremony

B) Develop and implement

the Dog Control Public

Spaces Protection Orders

C) Undertake targeted

litter/dog fouling hot spot

patrols across the borough.

D) Undertake the 'Top Dog' -

Responsible Dog Ownership

Initiative

E) Deliver a student waste

awareness campaign

G

a) DMA Awards completed in Q1.

b) The proposed Charnwood Dog Control & the Bradgate Park Public Spaces Protection

Order have been reported to Policy Scrutiny on 27th September prior to going to Cabinet in

October.

c) 26 complaints of dog fouling investigated and 57 accumulations of litter complaints

responded to and action taken. Don't Muck Around publicity campaign launched with the

'DMA rap', which had 18,000 and covered by East Midlands today.

d) Council's Stray Dog Collection Service awarded the Gold Footprint Award from the

RSPCA. All stray dogs collected within Charnwood have been checked for microchips.

e) Student Waste project completed in Q1.

SLE4

Deliver a range of initiatives

aimed at actively promoting

the Markets and Fairs,

including:

1. Implement a 'Shoppers

Charter'

2. Complete the action plan

within the Market town project

3. Support local communities

to hold a specialist market

4. Deliver specialist markets

G

Shoppers Charter is still not complete due to continuing consultation with Trading Standards

and further bench marking other markets. Production of final version scheduled for March

2017.

9


indicator

SLE4

Review and revitalise the

Loughborough Town Centre

Masterplan and prepare an

action plan for investment to

2028.

G A consultants brief for the Loughborough Town Centre Masterplan has been prepared and a

tender exercise commenced. A contract is expected to be awarded in October 2016.

SLE4

Complete the following car

park repairs and

improvements

A) Re-surface and re-line

Browns Lane Leisure Centre

Car Park.

B) Provide new payment

machines at Browns Lane,

Southfields Road and

Southfields Extension Car

Parks.

C) Replace existing lights

within Beehive Lane Car Park

with LED lighting.

G

a) Cabinet approved the final Capital programme on 7th July 2016. A draft Project Initiation

Document has been developed, which identifies a project board and project team to deliver

the capital works scheme.

b) Cabinet approved the final Capital programme on 7th July 2016 and also an amendment

to the scheme for the replacement of Payment Machines in Beehive Car Park, which are

additional works proposed. Officers have looked at options for Machines, including

provisional costs.

c) Currently there remains about 60% LED lighting units within Beehive. Awaiting Property

Services to progress LED lighting replacement as part of the general capital scheme. Some

issues with Emergency lighting have also been addressed.

10

There are fourteen activities to deliver within this theme and they

are all assessed as green. Therefore, performance is very good

in this area.

0

5

10

15

0 0

14

0 0 0


11

Objective Business Plan Actions Status Progress Linked

indicator

ERM1

Ensure that 92% of food

businesses across the

Borough achieve Level 3 or

above on the National Food

Hygiene rating scheme

G

a) Cabinet approved the final Capital programme on 7th July 2016. A draft Project Initiation

Document has been developed, which identifies a project board and project team to deliver

the capital works scheme.

b) Cabinet approved the final Capital programme on 7th July 2016 and also an amendment

to the scheme for the replacement of Payment Machines in Beehive Car Park, which are

additional works proposed. Officers have looked at options for Machines, including

provisional costs.

c) Currently there remains about 60% LED lighting units within Beehive. Awaiting Property

Services to progress LED lighting replacement as part of the general capital scheme. Some

issues with Emergency lighting have also been addressed.

KI3 G

ERM1

Maintain, and aim to increase

if possible, the current

numbers of Flood Wardens

and Emergency Centre

Volunteers by proactive visits

to parishes and other relevant

community and voluntary

groups.

G No change in the current number of volunteers.

ERM1

Fit new and upgrade existing

door entry systems to

communal areas to flats.

G Schemes identified and work being commissioned. Completion due March 2017

12


indicator

ERM1

Deliver safeguarding training

to keep children, young

people and vulnerable adults

safe, to include:

A) Silver safeguarding e-

learning training to target

staff.

B) Silver safeguarding face-

to-face session delivered.

C) Gold safeguarding 'top up'

session delivered.

D) Safeguarding training

session for elected members.

G

a) Silver Safeguarding e-learning module currently under development in conjunction with

the Learning and Development Team, with a scheduled roll out in Q3

b) One Silver face to face session has been delivered in Q2 (plus a session for the Casual

Sport and Active Recreation Summer Staff), with another booked in Q3

c) The Gold safeguarding top up session will be delivered in Q3 or Q4, following the Silver

face to face sessions.

d) An integrated safeguarding and Prevent session for members is scheduled to take place

on 23 November 2016

ERM1

Deliver a range of initiatives

including:

A) Burglary dwelling

awareness initiatives

B) Social media campaigns

aimed at reducing vehicle

crime:

C) Develop and implement an

Integrated Neighbourhood

Management Community

Safety Plan

G

A) The Stay Safe Campaign has started which is aimed at reducing crime and anti-social

behaviour and especially Burglary Dwelling. The team have delivered initiatives in

Thurmaston, focused upon reducing Asian jewellery burglaries during Diwali. Moreover, with

the students having returned at the end of September the crime prevention campaign

started as part of Operation Lexical. This included door knocking the properties that have

been targeted previously and utilising the ADVAN to target student areas. To date 3 out of

the 6 burglary reduction initiatives have been delivered.

B) Two social media campaigns have taken place around vehicle crime warning residents

not to leave their valuables on display, under the banner of ‘Lock it or Lose it’.

C) The two Integrated Neighbourhood Management Community Safety Plans have been

approved at the Strategic Group meeting in August 2016 and have since been implemented.

Regular updates are being received by the Strategic Group Completed

KI12 R

13


indicator

ERM2

Utilise Rangers Service to

deliver volunteering projects

in Open Spaces.

G The number of volunteering hrs at the end of September was 4,606. This is on schedule to

achieve 6,000 hrs during the year. BP6 G

ERM2

Provide funding and support

to develop capacity and

enable community groups to

take ownership of local

issues:

A) Provide organisational

health checks

B) Continuing to support the

three existing Community

Hubs

C) Develop and establishing a

Community Hub in Thorpe

Acre.

G

A) A total of 5 health checks have been commenced or completed in Qtr 2 with the following

organisations; Shelthorpe Dynamos, ARECA, Shepshed Toy Library, Loughborough Council

of Faiths, Palma Park Residents Association. This takes the total to 13.

B) Project Planning Workshop was delivered to 11 local groups. Participants were given a

toolkit to take away and use for future projects they hope to deliver. The toolkit has already

been used to by some of the organisations for new projects or to review existing ones.

Feedback has been very positive. To date 3 of the 4 networking and training events have

been delivered.

C) Work to develop a Community Hub on the Thorpe Acre Scout site continues. With

funding in place we are waiting for the District Valuers 'Exemption Report’ and the draft

Heads of Terms agreement. A meeting between all parties to agree the details of a draft

sublease is planned for the 10th October 2016.

ERM2

Ensure the private sector

Disabled Facilities Grant

budget is fully committed.

G The Disabled Facilities Grant budget is fully committed. 100% of high customer satisfaction

with Disabled Facilities Grant process.

ERM2 Continue to improve the

Council's housing stock. G

Annual KPI. Target for end of 2015/16 was zero non decency in general needs housing and

this has been achieved and maintained. Sheltered housing has 2.5% non-decency and a

corporate project is underway to consider options and remedies.

14


indicator

ERM3

Work proactively with Fusion

and the Recreational Service

Team to increase uptake by

Supporting Leicestershire

Families (SLF) to the

supported activity programme

within Leisure Centres.

G

The latest reconciliation for activities by SLF families covered the period to the end of Q2;

there were 577 attendances in the period across a wide range of activities for both children

and adults supported by the SLF programme. The figures provided by Fusion were

reviewed and found to accurately reflect the participation. over. Overall year to date 1256

activities have ben undertaken.

ERM3

Deliver and co-ordinate a

programme of sport and

physical activity initiatives

A) Delivery of early

intervention sessions

targeting 0-4s.

B) Delivery of child and family

health intervention courses

aimed at tackling childhood

obesity.

C) Delivery of a targeted

programme for 14- 25 year

olds living in priority

neighbourhoods (Community

Sports Activation Fund).

G

A) Total number of weekly Mini Movers sessions (0 - 4 years) delivered to date – 4 against

target of 3. Sessions currently delivered at the following venues; Baptist Church Hall, L’boro,

St Botolphs Church Hall, Shepshed, Soar Valley Leisure Centre, Mountsorrel and Elizabeth

Park, Thurmaston. 1292 attendances in Q2. Total number of attendances year to date -

2558

B) FLiC - Two courses of FLiC (Family Lifestyle Club) have run year to date at Elizabeth

Park Thurmaston and Roseberry St Peters Community Centre, Loughborough with 16

participants and 120 attendances over the 8 week programme. Total scheme attendances

for the year to date - 120 . LEAP (Lifestyle Eating and Activity Programme for Adults) -

Three LEAP courses have taken place in Q2, in Loughborough and Thurmaston. Total

attendances in Q2 - 290 Total scheme attendances for the year – 515. Total FliC and LEAP

attendances year to date - 635

C) Total number of participants year to date – 466 against target of 300 (338 within 14 - 25

age group). Males - 295 Females -171 Total Number of Attendances -2406 BME % Q1 &Q2

- 16.1 % Disability Q1 & Q2- 9.8% Priority Neighbourhood % Q1 & Q2 -79%

15


indicator

ERM4

Deliver the Town Hall

business plan by encouraging

a diverse audience along with

increased numbers attending

shows and events within the

theatre venue.

G

10,751 people attended shows in the period, 7,466 watching professional shows and 3,285

attending amateur performances. The venue continues to move forward positively which

bodes well to support the aim of meeting the subsidy reduction aspirations for the venue.

Satisfaction remains positive with the retention of CSE accreditation and support to the

process at the forefront of operations.

ERM5

Undertake regular satisfaction

surveys with members of the

public to ensure improvement

in those services that use

Gov Metric and Contact

Centre.

G The Customer Services Strategy is to be taken to Cabinet for final approval in October

2016.

BP12 G

BP13 G

BP14 G

ERM5

Ensure improvement in the

Corporate Complaints

Process and overall service

delivery.

G The updated complaints process is working well; this quarter only 15% of complaints have

escalated past stage 0. BP11 G

16

Within this theme there are ten activities this quarter. They are all

assessed as green and therefore meeting targets.

02468

10

0 0

10

0 0 0


17


indicator

DES1

Ensure council wide fees

and charges are set at an

appropriate level in line with

Council priorities.

G Fees and charges are being reviewed as part of the medium term financial strategy. These will

form part of the 2017/18 budget setting process.

DES1

Deliver Police & Crime

Commissioner, EU

Referendum, and any by-

elections in accordance with

Electoral Commission

requirements.

G The By Election in Shepshed West Ward on 29/09/16 was delivered successfully.

DES1

Undertake regular

satisfaction surveys with

members of the public.

G

91.3% of people expressed satisfaction with household waste collection. 76.2% of people

expressed satisfaction with cleanliness standards. 83.8% of customers were satisfied with the

service - please note that we don't have specific information for this, the figure given is derived

from adding the two above figures together and dividing by two.

DES1

Establish a corporate

project in preparation for

undertaking a Borough-wide

community governance

review during 2017/18

G Preparation continuing for the Project. Initial project meeting scheduled for Quarter 3.

18


indicator

DES1

Develop opportunities to co-

locate two other partner

organisations into the

Council's existing Customer

Service area.

G 1 of 2 complete. Nothing to report for Quarter 2. On track for completion by Quarter 4.

DES2

Extend and enhance the

way customers can interact

with us to improve the

online experience for

customers.

G

This project is currently green. Work has taken place between Verint and the Lagan Team to

begin to develop the online forms package and training has been provided. Services to be

included in the first wave have been identified and an initial meeting has been held with the

Head of Environmental Services to scope the initial journeys to be reviewed. A workshop has

been arranged for early October with the service and Verint.

DES2

Implement Opti-time (or

equivalent) for surveyors so

that contact centre can

make appointments when

tenant's telephone rather

than putting in a LAGAN

queue.

G Will be completed by end of 2016/17. On trial at present.

DES3

Upgrade and implement

Avaya System for improved

telephony for further

consideration of webchat

and call recording.

G 4net has been selected as the preferred supplier. The next steps are to agree an

implementation plan (including go live date) and commit the required resources.

19


indicator

DES3

Deliver the Customer

Service Programme, in line

with the project milestones.

G

Overall the programme is currently green as most projects are on track. The Culture Project,

the Document and Records and Management Project and the Online Customer Service Project

are all currently Green, the initial project documentation has been completed for the Customer

Service Standards and Satisfaction Project but further work is required.

DES3 Improve standards for

homeless customers. G

The Gold Standard Peer Review was completed on the 26th, 27th and 28th September 2016,

with NWL and Tamworth Councils conducting the review. A presentation from NWL and

Tamworth will take place in November to provide the outcome of the Review. Following the

outcome of the Review the two Gold Standard Challenges that the Council will take forward will

be confirmed.

20

Performance Indicators

Performance Indicators

3

0

8

1 0

2

4

6

8

10

Key Corporate

Indicators

Business Plan

Indicators

The tables below provide the details of how services have performed against the Business Plan indicators and also the Key

Corporate indicators. Performance against the Key Indicators associated with the Corporate Plan at quarter two includes 8

indicators rated as green and 3 as red. 1 is an annual target to be reported in quarter 4. In terms of Business Plan indicators, at

quarter one 8 indicators are assessed as green, 2 are red, 1 amber and 5 are annual targets to be reported in quarter 4.

2 1

8

5

21

Business Plan Indicators

Indicator Quarter 1 Target Quarter 2 Commentary

BP1 - Percentage of industrial units that are fit for purpose

100% G 100% 100% G

BP2 - Percentage occupancy rate of industrial units

93.00% G 90.00% 93.00% G

BP3 – Number of empty homes brought back into use

25

homes 1

home R

The Empty Homes Officer Work Plan has been agreed and is being implemented. A mailshot to 1000 empty homes owners has been

undertaken which has improved the Council's knowledge on the homes in the Borough, with currently 500 (0.6%) empty properties 6 months + and the identification of 131 homes previously believed to be empty that are occupied, the subsequent updating of C Tax records - resulting in improved data for NHB purposes.

BP4 – Percentage of improvement achieved in litter/ dog fouling levels

Annual target. No target to report this quarter.

BP5 - Percentage of contamination for dry recycling, for nine months of the year

8.95% G 10.00% 12.94% R The level of contamination has increased during Q2. The main contaminants are: Textiles, Food and Nappies. A communications campaign is being delivered during Q3 in order to reverse this trend.

BP6 - Number of volunteering hours 1,205 hours A 3,000 hours

4,606 hours G The number of volunteering hrs at the end of September was 4,606. This is on schedule to achieve 6,000 hrs during the year.

BP7 - Number of people attending shows and events

10,751 people attended shows in Quarter 2. 7,466 watching professional shows and 3,285 attending amateur performances. The venue continues to move forward positively which bodes well to support the aim of meeting the

subsidy reduction aspirations for the venue. Total performances to-date is 27,030 people. On track to meet annual target of 45,500 people.

BP8 – Number of Emergency Centre Volunteers and FlooD Wardens


BP9 - Less than 0.5% complaints 0.04%

complaints G

<0.5% complaints

Annual target. Reported in Q1 only.

22


BP10 – Number of journeys customers can undertake online

40

journeys


BP11 - Percentage of complaints not proceeding past 'Stage 0' of the corporate complaints process

87.00% G 80.00% 85.00% G

BP12 - Percentage of customers satisfied with the face to face service

they receive 85.00% G 80.00% 89.00% G

F2F customer satisfaction continues to be in top percentile for GovMetric benchmarking group.

BP13 - Percentage of customers satisfied with the telephone service

they receive for those calls taken in the contact centre

80.00% G 80.00% 89.00% G

BP14 - Percentage of customers satisfied with the web service they receive for those services use Gov metric

48.00% A 50.00% 55.00% G

LS 10 - Leisure Centres - Total number of visits

281,310 Visits

G 375,900

Visits 265,447

Visits G

The target participation figure for Q2 was 263,000. Fusion achieved

265,447 visits in the quarter 2,447 above target. Customer satisfaction continued to be positive averaging 95.63% across the nine monitored areas, up 0.16% on Q1; Fusions target average is 95%.

NI 191 - Residual household waste per household

447 Kg/ household

A 431 Kg/

household

436 Kg/

household

A The data given is a predicted figure as we are still waiting for actual figures to come in.

23

Key Corporate Indicators


KI1 - Net additional homes provided 216

Homes G

410 Homes

411 Homes

G

KI2 - Number of affordable homes

delivered (gross) 53

Homes G

88 Homes

71 Homes

R

The majority of the remaining affordable completions are taking place in the final quarter. So for this quarter and the next completions are expected to be low.

Around 150 affordable dwellings are currently under construction and the end of year target is expected to be met.

KI3 - Percentage of food

establishments that achieve level 3 92.00% G 92.00% 92.00% G

1339 out of a total of 1463 registered food businesses are level 3 and above at the end of Qtr2. The final figure for the year is reported to the Food Standards Agency.

KI4 - Percentage of household waste sent for reuse, recycling and composting

50.46% G 50.00% 47.55% R The figure given is a predicted figure as we have not yet received all of the data.

KI5 – Percentage of non-decent council general needs homes


KI6 - % rent collected (including arrears brought forward)

92.33% G 94.65% 95.45% G

Profiled target is 95.23% This indicator is reported on a cumulative, YTD basis at the end of each month. Performance is currently 0.22% (£27k) above the profiled target. At the corresponding time in 2015/15, the YTD cumulative figure was 94.66%.

KI7 - Time taken to process Housing Benefit/Council Tax Benefit new claims and change events

13.80 Days

G 14

Days 9.41 Days

G Exceeding target.

KI8 - Percentage of Council Tax Collected

29.41% G 57.38% 57.38% G On target

KI9 - Percentage of non-domestic rates collected

30.41% G 56.53% 56.56% G On target

KI10 - The number of working days / shifts lost to the local authority due to sickness absence

2.22 Days

R 1.82 Days

1.85 Days

G

The level of sickness for Q2 is lower than that of Q1 and also lower than the same period in 15/16 For the period the most common cause of sickness is cold, influenza and viral infection. Stomach ailments also features as the second most common cause of sickness. Stress and depression was the third most common

reason for sickness in both August and September. The council is once again offering free flu jabs for staff in the lead up to the winter months.

24


KI11 - Percentage rent loss from void properties

2.26% A 2.20% 2.20% G

Performance for void rent loss has improved over Quarter 2. Void rent loss has decreased from 2.26% at end Quarter 1 to 2.20% at end Quarter 2. The rent loss breakdown at Quarter 2 for Sheltered accommodation equates to £79,231.84 and £69,448.63 for General Needs accommodation. Total rent loss at end Quarter 2 is £148,680.47. There has been a reduction in the number of voids at the end of the

quarter. Changes to the process for allocating properties have recently been made which reduces the void period on each property by 3-5 days.

KI12 - Significant reduction in all crime

2,465 crimes

R

4,725 crimes

5,098 crimes

R

The partnership has seen good reductions in a number of crime domains including Theft from a Vehicle and Robbery, however at the same time; we have experienced an increase in Domestic Burglary and Shoplifting. Crime patterns are routinely analysed at the Charnwood JAG and control strategies discussed to address spikes in crime

25

Complaints

Below is a breakdown of the volume of complaints and the reasons why complaints have been made in Quarter 2:

2016/17.

The table below outlines the volume of complaints:

Stages Jul % Aug % Sep % Q2 Total %

Stage 0 87 81% 100 85% 94 84% 281 84%

Stage 1 16 15% 12 10% 12 11% 40 12%

Stage 2 4 4% 5 5% 5 5% 14 4%

TOTAL 107 100% 117 100% 111 100% 335 100%

26

The table below outlines the volume and outcomes of complaints for Stages 1&2:

Jul % Aug % Sep % Q2 Total %

Upheld (U) 7 35% 2 12% 6 35% 15 28%

Partly Upheld (PU) 6 30% 4 23% 3 18% 13 24%

Not Upheld (N) 7 35% 11 65% 8 47% 26 48%

No Response (Out of time)

0 0% 0 0% 0 0% 0 0%

TOTAL 20 100% 17 100% 17 100% 54 100%

The table below outlines the reasons why complaints have been made for Stages 1&2:

Jul Aug Sep Q2 Total

Service Failure 10 5 9 24

Service Delivery 2 1 2 5

Procedures not in place / requires review 0 0 0 0

Procedure not followed 2 1 0 3

Disagrees with policy 2 6 2 10

Incorrect / insufficient information 4 1 2 7

Administrative Error 0 0 0 0

Staff attitude/behaviour 0 1 0 1

Miscellaneous 0 2 2 4

TOTAL 20 17 17 54

27

Sickness Absence

The tables below includes the reasons for both long term* and short term sickness absence taken in Quarter 2 of 2016/17, including the

number of staff and count of absence/ number of days taken per reason.

Number of staff per absence reason

Absence Reason No. of staff

Long Term Short Term Total

Back and spinal disorders 1 11 12

Chest/Respiratory 0 6 6

Cold, influenza, viral infections 0 43 43

Ear, Eye, Nose and Mouth 1 7 8

Genito-urinary conditions 0 1 1

Heart conditions 0 3 3

Miscellaneous/Other 0 12 12

Neurological 1 5 6

Operations and recovery 4 5 9

Other Muscular-Skeletal disorder 0 12 12

Stomach ailments 0 26 26

Stress/Depression 4 8 12

Grand Total 11 139 150

28

Count of absence/ number of days taken per absence reason

Absence Reason Count of absence/ no. of days taken

Long Term Short Term Total

Back and spinal disorders 25 36 61

Chest/Respiratory 0 23.5 23.5

Cold, influenza, viral infections 0 99 99

Ear, Eye, Nose and Mouth 20 28 48

Genito-urinary conditions 0 1 1

Heart conditions 0 4 4

Miscellaneous/Other 0 32 32

Neurological 62.5 6 68.5

Operations and recovery 152 30 182

Other Muscular-Skeletal disorder 0 37 37

Stomach ailments 0 42.5 42.5

Stress/Depression 131 64 195

Grand Total 390.5 403 793.5

* The Attendance Management Policy and Procedure Policy states long term absence as normally being defined as a continuous absence

of 4 weeks or more, which is medically certified and attributable to an underlying medical condition or specific reason.

29

corporate performance report quarter 2: 2016-2017...there is 1 objective reported as amber in status...

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