FQ2 2025 26 BC Performance Report
Argyll and Bute Council · 2 December 2025
Back to Bute and Cowal Area Committee — 2 December 2025 and its agenda
Text extracted from the council's PDF. Layout and reading order may differ from the original.
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# Indicator Responsible Person Reported Page COI - Maximise distribution of Scottish Welfare Fund Fergus Walker A&B only 3 COI - Percentage of clients satisfied that they are better able to deal with their financial problems following our support and intervention Lee Roberts A&B only 4 Number of parking penalty notices issued Hugh O'Neill Area 5 Car parking income to date (cumulative) Hugh O'Neill Area 6 - 7 Number of dog fouling complaints Tom Murphy Area 8 COI - Increase the percentage of our care experienced young people that have the recommended additional tracking and monitoring plans in place Louise Chisholm A&B only 9 COI - Provide quality meals within cost margins to all pupils Christine Boyle A&B only 10 Maximise the percentage of 16-19 year olds participating in education, training or employment Jennifer Crocket Area 11 2025/26 FQ2 Bute and Cowal Performance Report The information presented is a summary of the agreed measures. Unless stated otherwise, performance is presented at both Area and Council-wide levels. The measure shows the performance against target for the current previous three reporting periods with an explanation of performance trend. Where appropriate a trend line has been added to illustrate movement in 'Actual' over the reporting period. Corporate Outcome: People live active, healthier and happier lives Corporate Outcome: People live in safer and stronger communities Corporate Outcome: Children and young people have the best possible start Corporate Outcome: Education, skills and training maximises opportunities for all
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# Indicator Responsible Person Reported Page Number of affordable social sector new builds completed per annum Kelly Ferns Area 12 Percentage of pre-planning application enquiries processed within 20 working days Peter Bain Area 13 - 14 Average number of weeks to determine householder planning applications Peter Bain Area 15 - 16 Number of empty properties Jonathan Welch Area 17 COI - Number of new homeless applicants who required temporary accommodation this period Morven Macintyre A&B only 18 COI - Maintain the percentage of local suppliers that benefit from the award of contracts via the procurement portal Anne MacColl-Smith A&B only 19 COI - Increase the number of community benefits that are delivered through contracts we award locally Anne MacColl-Smith A&B only 20 Percentage of street lighting faults repaired within 10 days Tom Murphy Area 21 Number of waste collection complaints Tom Murphy Area 22 - 23 COI (part) - Percentage of waste recycled, composted and recovered Andy Summers Area 24 - 25 COI - Number of tonnes of waste sent to landfill Andy Summers A&B only 26 COI - LEAMS (Local Environment Audit and Management System) Tom Murphy Area 27 - 28 COI - Teacher sickness absence Jennifer Crocket (B&C and MAKI) Wendy Brownlie (H&L and OLI) Area 29 COI - LGE staff (including non-Teacher) sickness absence Carolyn Cairns Area 30 COI - Increase the percentage of all self-service automated contacts Robert Miller A&B only 31 Corporate Outcome: We have an infrastructure that supports sustainable growth Corporate Outcome: Making it happen Corporate Outcome: Our economy is diverse and thriving
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Period Area Target Actual Variance Status FQ2 Commentary 2025/26 FQ2 A&B 95.3% 123.0% 27.7% Green - Actual exceeds Target In FQ2 2025/26, we received a total of 1013 applications to the Scottish Welfare Fund, comprising 676 Crisis Grant applications and 337 Community Care Grant applications. We made 593 awards to the value of £281,810. 420 Crisis Grant awards and 173 Community Care Grant awards, which is a 9% increase compared to the same period last year. Our expenditure of £281,810 at the end of FQ2 is £52,668 above the profiled budget. We are continuing to support applications from medium and high priorty cases but monitoring this closely. Period Actual FQ1 Commentary 2024/25 FQ2 72.9% 2024/25 FQ3 79.7% 2024/25 FQ4 119.8% 2025/26 FQ1 119.0% 2025/26 FQ2 123.0% Corporate Outcome - People live active, healthier and happier lives COI - Maximise distribution of Scottish Welfare Fund Responsible Person: Fergus Walker This indicator is a Corporate Outcome Indicator that is reported quarterly. The performance presented is Council-wide only. This indicator for FQ2 exceeds the target and performance has increased since the last reporting period. Actual trend line In FQ1 2025/26, we received a total of 510 applications to the Scottish Welfare Fund, comprising 347 Crisis Grant applications and 163 Community Care Grant applications. We made 312 awards in total to the value of £135,819. 227 Crisis Grant awards and 85 Community Care Grant awards reflecting a 13% increase compared to the same period last year. Our allocated budget from the Scottish Government for 2025/26 is £458,284. Our expenditure of £135,819 at the end of FQ1 is £21,249 above the profiled budget for the quarter. This higher spend indicates the growing pressure on the fund and highlights the ongoing importance of the Scottish Welfare Fund in providing vital support to individuals and families facing financial hardship. The Council currently provides support for both medium and high priority cases under SWF and DHP. This is subject to ongoing review, and should circumstances require a recommendation will be made to restrict support to high-priority cases only. 3
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Period Area Target Actual Variance Status FQ2 Commentary 2025/26 FQ2 A&B 100% 100% 0% Green - Actual meets Target This is a voluntary survey with no obligation for clients to respond either in full or in part. It is also common for incomplete returns to be received. In FQ2 2025/26, 14 survey forms were distributed to clients. 5 were returned. Of these 5 returns, 5 responded to the question relating to being better able to deal with their financial problems. Of these 5 respondents, 5 responded positively, whilst 0 responded negatively. Accordingly, 100% of clients that responded were positive about their experience i.e. no negative comments or responses were reported. Period Actual FQ1 Commentary 2024/25 FQ2 100% 2024/25 FQ3 100% 2024/25 FQ4 100% 2025/26 FQ1 100% 2025/26 FQ2 100% Actual trend line This is a voluntary survey with no obligation for clients to respond either in full or in part. It is also common for incomplete returns to be received. In FQ1 2025/26, 7 survey forms were distributed to clients. 7 were returned. Of these 7 returns, 6 responded to the question relating to being better able to deal with their financial problems. Of these 6 respondents, 5 responded positively, whilst 0 responded negatively. Accordingly, 100% of clients that responded were positive about their experience i.e. no negative comments or responses were reported. Corporate Outcome - People live active, healthier and happier lives COI - Percentage of clients satisfied that they are better able to deal with their financial problems following our support and intervention Responsible Person: Lee Roberts This indicator is a Corporate Outcome Indicator that is reported quarterly. The performance presented is Council-wide only. This indicator for FQ2 meets the target with no change in performance since the last reporting period. 4
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Period Area Target Actual Variance Status FQ2 Commentary 2025/26 FQ2 B&C No Target 310 N/A N/A A substantial increase in Penalty Charge Notices compared to the same quarter of the previous financial year. This is a reflection of the increased warden staff (increased from 6 to 8 in March 2025). The increase has allowed a greater focus by the B&C warden within B&C. Another impact may be the introduction and enforcement of the pavement parking prohibtions under Part VI of the Transport (Scotland) Act 2019. Period Actual FQ1 Commentary 2024/25 FQ2 195 2024/25 FQ3 245 2024/25 FQ4 313 2025/26 FQ1 278 2025/26 FQ2 310 2025/26 FQ2 A&B No Target 2,090 N/A N/A There is an approximate 10% variance in Penatly Charge Notcies compared to the same quarter of the previous financial year. The most likley cause of the reduction is the bedding in of the Luss Traffic Management Order and the associated reduction of breaches, as visitor and local drivers become more familiar with the restrictions. Period Actual FQ1 Commentary 2024/25 FQ2 2,302 2024/25 FQ3 968 2024/25 FQ4 1,253 2025/26 FQ1 2,536 2025/26 FQ2 2,090 This indicator for FQ2 shows the number of parking penalty notices has decreased since the last reporting period. Actual trend line Numbers tracking higher than previous FQ1. Impacted by both the period of good weather and the introduction of the pavement parking prohibitions. Corporate Outcome - People live in safer and stronger communities Number of parking penalty notices issued Responsible Person: Hugh O'Neill This indicator is reported quarterly. The performance presented is at area level and Council-wide. This indicator for FQ2 shows the number of parking penalty notices has increased since the last reporting period. Actual trend line Similar to previous FQ1 2024/25. However, the rise is in line with the expected impact of the pavement parking prohibitions enforcement. 5
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Period Area Target Actual Variance Status FQ2 Commentary 2025/26 FQ2 B&C £39,336 £30,721 -£8,615 Red - Actual below Target Significant variance compared to FQ2 of 2024/25 and to the Actual Target. No reason has been identifed for this, but it may be due to a lag in either cash banking or collection of cashless payments from the suspence accounts to the B&C income ledger. Period Target Actual FQ1 Commentary 2024/25 FQ2 £36,887 £35,543 2024/25 FQ3 £55,259 £47,925 2024/25 FQ4 £70,174 £67,957 2025/26 FQ1 £15,480 £15,459 2025/26 FQ2 £39,336 £30,721 £3,907 £0 £519 £1,483 £2,812 £2,444 £4,096 £0 £15,261 Dunoon Pier Moir Street,Dunoon Argyll Street, Dunoon Jane Villa, Dunoon B&C Total Actual trend line There is no trend as this data is cumulative as of FQ1 each financial year. Almost met target (only £21 less than forecast) but significantly higher than FQ1 2024/25. Income Collected During FQ2 Guildford Square, Rothesay Church Street, Dunoon Swimming Pool, Dunoon Corporate Outcome - People live in safer and stronger communities Car parking income to date (cumulative) Responsible Person: Hugh O'Neill This indicator is reported quarterly. The performance presented is at area level and Council-wide. This indicator for FQ2 shows the cumulative amount of income is lower than the cumulative target. 6
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Period Area Target Actual Variance Status FQ2 Commentary 2025/26 FQ2 A&B £681,962 £675,793 -£6,169 Red - Actual below Target Less than 1% variance in income. Supports the current target having been set correctly. Period Target Actual FQ1 Commentary 2024/25 FQ2 £594,132 £639,207 2024/25 FQ3 £832,042 £887,707 2024/25 FQ4 £963,049 £1,011,360 2025/26 FQ1 £309,143 £309,660 2025/26 FQ2 £681,962 £675,793 Corporate Outcome - People live in safer and stronger communities Car parking income to date (cumulative) Responsible Person: Hugh O'Neill This indicator is reported quarterly. The performance presented is at area level and Council-wide. This indicator for FQ2 shows the cumulative amount of income is lower than the cumulative target. Actual trend line There is no trend as this data is cumulative as of FQ1 each financial year. Despite target being rasied compared to previous FQ1, target has been met (over 100% achieved). 7
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Period Area Target Actual Variance Status FQ2 Commentary 2025/26 FQ2 B&C No Target 13 N/A N/A There were 13 dog fouling complaints received from the Bute and Cowal area this quarter, broken down Cowal received 8 and Bute 5. There were no fines issued for the area. Period Actual FQ1 Commentary 2024/25 FQ2 12 2024/25 FQ3 22 2024/25 FQ4 19 2025/26 FQ1 8 2025/26 FQ2 13 2025/26 FQ2 A&B No Target 36 N/A N/A The total number of dog fouling complaints received this quarter was 36. There were no dog fouling fines issued over July, August and September, it is difficult to issue fines as the Wardens have to act on information given or witness it. As always when time allows the Warden service will continue to monitor and patrol. Period Actual FQ1 Commentary 2024/25 FQ2 33 2024/25 FQ3 65 2024/25 FQ4 75 2025/26 FQ1 44 2025/26 FQ2 36 This indicator for... Actual trend line The number of dog fouling complaints have dropped significantly this quarter compared to last. The Warden service will continue to monitor and patrol when time allows. Actual trend line 8 dog fouling complaints were received this quarter in the Bute and Cowal, with Cowal receiving 6 and Bute 2. Corporate Outcome - People live in safer and stronger communities Number of dog fouling complaints Responsible Person: Tom Murphy This indicator is reported quarterly. The performance presented is at area level and Council-wide. This indicator for FQ2 shows the number of dog fouling complaints has increased since the last reporting period. 8
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Period Area Target Actual Variance Status FQ2 Commentary 2025/26 FQ2 A&B 100% 100% 0% Green - Actual meets Target Each care experienced child and young person (CECYP) enrolled in an authority school continues to have tracking and monitoring in place via our education management system, known as Seemis. Data collected includes attendance, exclusions, progress and attainment and wellbeing information. The Virtual School adds an additional layer of scrutiny to this process through a series of attainment meets and partnership working, helping to ensure our CECYP have the supports required. Our bespoke care experience application is now live and supports the care Experience Education Team access real time information. We continue to work with partner agencies and other local authorities to support our CECYP hosted out with Argyll and Bute. Period Actual FQ1 Commentary 2024/25 FQ2 100% 2024/25 FQ3 100% 2024/25 FQ4 100% 2025/26 FQ1 100% 2025/26 FQ2 100% Actual trend line Each care experienced child and young person (CECYP) enrolled in an authority school has tracking and monitoring in place via our education management system, known as Seemis. Data collected includes attendance, exclusions, progress and attainment and wellbeing information. The Virtual School adds an additional layer of scrutiny to this process through a series of attainment meets and partnership working, helping to ensure our CECYP have the supports required. Our bespoke care experience application testing phase will begin in the new academic year. We continue to work with partner agencies and other local authorities to support our CECYP hosted out with Argyll and Bute. Corporate Outcome - Children and young people have the best possible start COI - Increase the percentage of our care experienced young people that have the recommended additional tracking and monitoring plans in place Responsible Person: Louise Lawson This indicator is a Corporate Outcome Indicator that is reported quarterly. The performance presented is Council-wide only. This indicator for FQ2 meets the target with no change in performance since the last reporting period. 9
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Period Area Target Actual Variance Status FQ2 Commentary 2025/26 FQ2 A&B +/-5.00% -4% -2% Green - Actual exceeds Target We will continue to monitor schools not achieving the +/- 5% target B&C 0.81%, H&L -4.63%, MAKI -8.05%, OLI -3.35% Period Actual FQ1 Commentary 2024/25 FQ2 -1.37% 2024/25 FQ3 0.14% 2024/25 FQ4 -2.25% 2025/26 FQ1 3.17% 2025/26 FQ2 -3.50% COI - Provide quality meals within cost margins to all pupils Responsible Person: Christine Boyle This indicator is a Corporate Outcome Indicator that is reported quarterly. The performance presented is Council-wide only. This indicator for FQ2 within the +/-5.00% variance however performance has decreased since the last reporting period. Actual trend line We will continue to monitor schools not achieving the +/-5% target. B&C 5.18%, H&L 3.04%, MAKI -1.67, OLI 7.57% Corporate Outcome - Children and young people have the best possible start 10
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Period Area Target Actual Variance Status FQ2 Commentary 2025/26 FQ2 B&C 94.00% 92.30% -1.70% Red - Actual below Target As of 7th October 2025 the participation figure (16–19-year-olds in employment, training or education) in Bute and Cowal was 692 young people, which equates to 92.3%. This is 1.7% below the target and 2.2% below the annual Argyll and Bute participation figure of 94.5% which was released by Skills Development Scotland at the end of August 2025. The participation figure of 92.3% for FQ2 of 2025/26 is a decrease of 0.95% on the participation figure for FQ1 of 2025/26, and represents a decrease of 2.86% on the equivalent FQ2 figure from 2024/25. Period Actual FQ1 Commentary 2024/25 FQ2 95.16% 2024/25 FQ3 92.95% 2024/25 FQ4 93.80% 2025/26 FQ1 93.25% 2025/26 FQ2 92.30% 2025/26 FQ2 A&B 94.00% 93.70% -0.30% Red - Actual below Target As of 7th October 2025 the participation figure (16–19-year-olds in employment, training or education) across the whole of Argyll and Bute was 3126 young people, which equates to 93.70%. This is 0.3% below the target and 0.8% below the annual Argyll and Bute participation figure of 94.5% which was released by Skills Development Scotland at the end of August 2025. The participation figure of 93.70% for FQ2 of 2025/26 is a decrease of 1.01% on the participation figure for FQ1 of 2025/26, and represents a decrease of 2.1% on the equivalent FQ1 figure from 2024/25. Period Actual FQ1 Commentary 2024/25 FQ2 95.80% 2024/25 FQ3 94.19% 2024/25 FQ4 93.50% 2025/26 FQ1 94.71% 2025/26 FQ2 93.70% Actual trend line As of 2nd July 2025 the participation figure (16–19-year-olds in employment, training or education) across the whole of Argyll and Bute was 4175 young people, which equates to 94.71%. This is 0.71% above the target and 0.41% above the annual Argyll and Bute participation figure of 94.3% which was released by Skills Development Scotland at the end of August 2024. The participation figure of 94.71% for FQ1 of 2025/26 is an increase of 1.21% on the participation figure for FQ4 of 2024/25, and represents an decrease of 0.28% on the equivalent FQ1 figure from 2024/25. This indicator for FQ2 is lower than the target and performance has decreased since the last reporting period. Actual trend line As of 2nd July 2025 the participation figure (16–19-year-olds in employment, training or education) in Bute and Cowal was 912 young people, which equates to 93.25%. This is 0.75% below the target and 1.05% below the annual Argyll and Bute participation figure of 94.3% which was released by Skills Development Scotland at the end of August 2024. The participation figure of 93.25% for FQ1 of 2025/26 is a decrease of 0.55% on the participation figure for FQ4 of 2024/25, and represents an decrease of 0.31% on the equivalent FQ1 figure from 2024/25. Corporate Outcome - Our economy is diverse and thriving Maximise the percentage of 16-19 year olds participating in education, training or employment Responsible Person: Jennifer Crocket This indicator is reported quarterly. The performance presented is at area level and Council-wide. This indicator for FQ2 is lower than the target and performance has decreased since the last reporting period. 11
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Period Area Target Actual Variance Status FQ2 Commentary 2025/26 FQ2 B&C 0 0 0 Green - Actual meets Target No completions in FQ2 Period Actual FQ1 Commentary 2024/25 FQ2 0 2024/25 FQ3 0 2024/25 FQ4 8 2025/26 FQ1 0 2025/26 FQ2 0 2025/26 FQ2 A&B 0 0 0 Green - Actual meets Target No completions in FQ2 Period Actual FQ1 Commentary 2024/25 FQ2 26 2024/25 FQ3 6 2024/25 FQ4 9 2025/26 FQ1 0 2025/26 FQ2 0 This indicator for FQ2 meets the target with no change in performance since the last reporting period. Actual trend line No completions in FQ1. There are some projects on site to complete later in year. Number of affordable social sector new builds completed per annum Responsible Person: Kelly Ferns This indicator is reported quarterly. The performance presented is at area level and Council-wide. This indicator for FQ2 meets the target with no change in performance since the last reporting period. Actual trend line No completions FQ1. Corporate Outcome - Our economy is diverse and thriving 12
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Period Area Target Actual Variance Status FQ2 Commentary 2025/26 FQ2 B&C 75.0% 40.0% -35.0% Red - Actual below Target Performance across the Development Management Service is still being recovered and impacted upon by the management of a significant backlog of casework. Overall output and performance across the service is improving as staff resource issues have been resolved. However, timeliness measures continue to be adversely impacted through the prioritisation of older statutory 'legacy' casework for determination. The target for the handling of pre-application enquiries has been set to 30 days although this change has not yet been reflected in the format of corporate reporting. During FQ2, 25 pre-applications were responded to within Bute and Cowal. 10 responses (40%) were issued within 20 days; 12 responses (48%) were issued within the revised target of 30 days. It is acknowledged that performance is still significantly below target on this measure but is expected to continue to improve as casework pressure on available staff resource from 'legacy' items decreases over time. Period Actual FQ1 Commentary 2024/25 FQ2 23.5% 2024/25 FQ3 22.7% 2024/25 FQ4 31.0% 2025/26 FQ1 45.9% 2025/26 FQ2 40.0% Actual trend line Performance across the Development Management Service is still being recovered and impacted upon by the management of a significant backlog of casework. Overall output and performance across the service is improving as staff resource issues have been resolved. However, timeliness measures continue to be adversely impacted through the prioritisation of older statutory 'legacy' casework for determination. The target for the handling of pre-application enquiries has been set to 30 days although this change has not yet been reflected in the format of corporate reporting. During FQ1 37 pre-applications were responded to within Bute and Cowal. 17 responses (46%) were issued within 20 days; 18 responses (49%) were issued within the revised target of 30 days. It is acknowledged that performance is still significantly below target on this measure but is expected to continue to improve as casework pressure on available staff resource from 'legacy' items decreases over time. Corporate Outcome - Our economy is diverse and thriving This indicator is reported quarterly. The performance presented is at area level and Council-wide. This indicator for FQ2 is lower than the target and performance has decreased since the last reporting period. Percentage of pre-planning application enquiries processed within 20 working days Responsible Person: Peter Bain 13
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Period Area Target Actual Variance Status FQ2 Commentary 2025/26 FQ2 A&B 75.0% 59.0% -16.0% Red - Actual below Target Performance across the Development Management Service is still being recovered and impacted upon by the management of a significant backlog of casework. Overall output and performance across the service is improving as staff resource issues have been resolved. However, timeliness measures continue to be adversely impacted through the prioritisation of older statutory 'legacy' casework for determination. The target for the handling of pre-application enquiries has been set to 30 days although this change has not yet been reflected in the format of corporate reporting. During FQ2, 100 pre-applications were responded to across Argyll and Bute. 59 responses (59%) were issued within 20 days; 65 responses (65%) were issued within the revised target of 30 days. Period Actual FQ1 Commentary 2024/25 FQ2 49.2% 2024/25 FQ3 48.3% 2024/25 FQ4 58.5% 2025/26 FQ1 63.5% 2025/26 FQ2 59.0% Corporate Outcome - Our economy is diverse and thriving Percentage of pre-planning application enquiries processed within 20 working days Responsible Person: Peter Bain This indicator is reported quarterly. The performance presented is at area level and Council-wide. Actual trend line Performance across the Development Management Service is still being recovered and impacted upon by the management of a significant backlog of casework. Overall output and performance across the service is improving as staff resource issues have been resolved. However, timeliness measures continue to be adversely impacted through the prioritisation of older statutory 'legacy' casework for determination. The target for the handling of pre-application enquiries has been set to 30 days although this change has not yet been reflected in the format of corporate reporting. During FQ1 137 pre-applications were responded to across Argyll and Bute. 87 responses (63.5%) were issued within 20 days; 93 responses (67.9%) were issued within the revised target of 30 days. This indicator for FQ2 is lower than the target and performance has decreased since the last reporting period. 14
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Period Area Target Actual Variance Status FQ2 Commentary 2025/26 FQ2 B&C 8.0 9.8 1.8 Red - Actual exceeds Target Performance across the Development Management Service has been impacted by a significant backlog of casework. Whilst issues relating to staff resource availability have been resolved and output has significantly improved it is highlighted that KPI's measuring average time taken remain adversely affected by the resolution of increasing volumes of 'legacy' casework. The Council's target for 'householder' applications has been revised to 10 weeks although this is not yet reflected in the format of corporate reports. By FQ2 only a handful of 'householder' 'legacy' items remained, this has resulted in a general improvement across this particular performance measure. During FQ2, 12 'householder' applications were determined in Bute and Cowal, none of which were 'legacy' items. Period Actual FQ1 Commentary 2024/25 FQ2 43.4 2024/25 FQ3 16.3 2024/25 FQ4 8.3 2025/26 FQ1 9.1 2025/26 FQ2 9.8 Corporate Outcome - Our economy is diverse and thriving Average number of weeks to determine householder planning applications Responsible Person: Peter Bain This indicator is reported quarterly. The performance presented is at area level and Council-wide. This indicator for FQ2 exceeds the target and performance has decreased since the last reporting period. Actual trend line Performance across the Development Management Service has been impacted by a significant backlog of casework. Whilst issues relating to staff resource availability have been resolved and output has significantly improved it is highlighted that KPI's measuring average time taken remain adversely affected by the resolution of increasing volumes of 'legacy' casework. The Council's target for 'householder' applications has been revised to 10 weeks although this is not yet reflected in the format of corporate reports. During FQ1 only a handful of 'householder' 'legacy' items remained, this has resulted in a general improvement across this particular performance measure. During FQ1, 11 'householder' applications were determined in Bute and Cowal, none of which were 'legacy' items. 15
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Period Area Target Actual Variance Status FQ2 Commentary 2025/26 FQ2 A&B 8.0 7.9 -0.1 Green - Actual below Target Performance across the Development Management Service has been impacted by a significant backlog of casework. Whilst issues relating to staff resource availability have been resolved and output has significantly improved it is highlighted that KPI's measuring average time taken remain adversely affected by the resolution of increasing volumes of 'legacy' casework. The Council's target for 'householder' applications has been revised to 10 weeks although this is not yet reflected in the format of corporate reports. By FQ2 only a handful of 'householder' 'legacy' items remained, this has resulted in a general improvement across this particular performance measure. During FQ2 66 'householder' applications were determined across Argyll and Bute including 3 'legacy' items and is reflected in the significant improvement in performance reported for this period. Excluding 'legacy' items, the remaining 59 applications were determined within an average time of 8.1 weeks. Period Actual FQ1 Commentary 2024/25 FQ2 26.1 2024/25 FQ3 15.9 2024/25 FQ4 14.2 2025/26 FQ1 10.4 2025/26 FQ2 7.9 Corporate Outcome - Our economy is diverse and thriving Average number of weeks to determine householder planning applications Responsible Person: Peter Bain This indicator for FQ2 is lower than the target however performance has increased since the last reporting period. Actual trend line Performance across the Development Management Service has been impacted by a significant backlog of casework. Whilst issues relating to staff resource availability have been resolved and output has significantly improved it is highlighted that KPI's measuring average time taken remain adversely affected by the resolution of increasing volumes of 'legacy' casework. The Council's target for 'householder' applications has been revised to 10 weeks although this is not yet reflected in the format of corporate reports. During FQ1 only a handful of 'householder' 'legacy' items remained, this has resulted in a general improvement across this particular performance measure. During FQ1 62 'householder' applications were determined across Argyll and Bute including 3 'legacy' items and is reflected in the significant improvement in performance reported for this period. Excluding 'legacy' items, the remaining 59 applications were determined within an average time of 8.1 weeks. This indicator is reported quarterly. The performance presented is at area level and Council-wide. 16
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Period Area Baseline Actual Variance Status FQ2 Commentary 2025/26 FQ2 B&C 79 70 -9 Green - Actual below Baseline The empty rate is currently 4.38% in Bute & Cowal. In the past quarter, we have seen a decline in the number of properties claiming empty property relief. These declines are evidenced in both Rothesay and Dunoon town centres. To date, the empty business property officer has assisted 3 grant-aided projects that are fully claimed with 3 businesses now trading from the properties. We have 2 properties with grant offers issued, and another 2 with live projects in progress. There are a further 5 projects at application stage, with 5-6 adiditonal enquiries. There is positive momentum in the B&C area, however the rate of 4.8% is the highest in A&B, so more focused work is required. Period Actual FQ1 Commentary 2024/25 FQ2 - 2024/25 FQ3 - 2024/25 FQ4 - 2025/26 FQ1 77 2025/26 FQ2 70 2025/26 FQ2 A&B 277 267 -10 Green - Actual below Baseline The empty rate is currently 3.27%, which is down from 3.38% in the previous quarter. We have seen a decline in the number of properties claiming empty property relief, and the empty business property grant scheme, plus the extended property relief have both proven useful in supporting owners or incoming tenants. The support is warmly welcomed by the private sector, as the trading environment is challenging, so the financial support to help de-risk business start-up, expansion and alternative usage is proving a positive intervention. Period Actual FQ1 Commentary 2024/25 FQ2 - 2024/25 FQ3 - 2024/25 FQ4 - 2025/26 FQ1 276 2025/26 FQ2 267 Corporate Outcome - Our economy is diverse and thriving Number of empty properties Responsible Person: Jonathan Welch This indicator is reported quarterly. The performance presented is at area level and Council-wide. This indicator for FQ2 shows the cumulative number of empty properties is lower than the baseline. Actual trend line B&C's 'empty' vacancy rate is 4.8%. Since the Empty Business Property Grant Scheme was approved in June 2025, 5 x Empty Business Property Grants have been approved, totalling £92,068.10. These include 4 projects in Dunoon and 1 in Rothesay. There remains a healthy pipeline of enquiries/projects for properties in Dunoon town centre. In Rothesay, we have 2 further grant applications forthcoming, though demand levels are lower. Work is ongoing to explore methods to monitor 'demand' in our town centres as that data is vital to regeneration and socio-economic development. This indicator for FQ2 shows the cumulative number of empty properties is lower than the baseline. Actual trend line A&Bs 'empty' vacancy rate is currently 3.37%. Although the measure against baseline is positive, this % does represent a slightly higher figure (0.5%) versus historic analysis. The suite of empty business property policy changes implemented by the council are positive and the market is responding to the new extended property relief and the business grant scheme. The role of town centres is multi-faceted so they are impacted by many externalities. These can be an acute in rural economies already facing challenges with depopulation, declining workforce, accessibility and macro-economic factors. Ongoing work is required to diagnose the issues currently affecting each of our town centres, and provide a framework of approaches/interventions to support their revival. 17
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Period Area Target Actual Variance Status FQ2 Commentary 2025/26 FQ2 A&B No Target 31 N/A N/A During FQ2, the housing service took 125 homeless applications and provided temporary accommodation for 31 new homeless households. B&C: Out of 38 Homeless Applications, 13 new households went in to temporary accommodation (10 x Serviced Accommodation, 1 x Bed & Breakfast, 2 x Registered Social Landlord). H&L: Out of 31 Applications, 6 new households went in to temporary accommodation (3 x Serviced Accommodation, 1 x Bed & Breakfast, 1 x Private Sector Lease, 1 x Registered Social Landlord). MAKI: Out of 36 Homeless Applications, 8 new households went in to temporary accommodation (5 x Private Sector Lease, 3 x Serviced Accommodation). OLI: Out of 19 Homeless Applications, 4 new households went in to temporary accommodation (4 x Supported Accommodation). There was also one Homeless Application taken from someone outside of Argyll and Bute Council area. Period Actual FQ1 Commentary 2024/25 FQ2 40 2024/25 FQ3 27 2024/25 FQ4 30 2025/26 FQ1 27 2025/26 FQ2 31 Actual trend line During FQ1, the housing service took 110 homeless applications and provided temporary accommodation for 27 new homeless households. B&C: Out of 26 Homeless Applications, 8 new households went in to temporary accommodation (4 x Serviced Accommodation, 1 x Bed & Breakfast, 2 x Registered Social Landlord, 1 Private Sector Lease). H&L: Out of 36 Applications, 8 new households went in to temporary accommodation (3 x Serviced Accommodation, 4 x Bed & Breakfast, 1 x Private Sector Lease). MAKI: Out of 31 Homeless Applications, 5 new households went in to temporary accommodation (3 x Private Sector Lease, 1 x Serviced Accommodation 1 x Supported Accommodation). OLI: Out of 17 Homeless Applications, 6 new households went in to temporary accommodation (5 x Supported Accommodation, 1 x Serviced Accommodation). Please note: • The Registered Social Landlord and Private Rented Sector properties are leased by the Council and sub-let to homeless households as temporary accommodation. • Serviced Accommodation is available in Cowal and Helensburgh and is for single people providing an en-suite bedroom and shared kitchen facilities. • Supported accommodation is provided in Lorn by Blue Triangle Housing Association. • Emergency accommodation may on occasion be provided out with the location of the original presentation due to the pressure on the availability of temporary accommodation Corporate Outcome - Our economy is diverse and thriving COI - Number of new homeless applicants who required temporary accommodation this period Responsible Person: Morven Macintyre This indicator is a Corporate Outcome Indicator that is reported quarterly. The performance presented is Council-wide only. This indicator for FQ2 shows the number of applicants has increased since the last reporting period. 18
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Period Area Target Actual Variance Status FQ2 Commentary 2025/26 FQ2 A&B 20.0% 0.0% Not Known, due to staff resource and sickness absense data has not been collected. Period Actual FQ1 Commentary 2024/25 FQ2 10.5% 2024/25 FQ3 23.6% 2024/25 FQ4 15.2% 2025/26 FQ1 0.0% 2025/26 FQ2 COI - Maintain the percentage of local suppliers that benefit from the award of contracts via the procurement portal Responsible Person: Anne MacColl-Smith This indicator is a Corporate Outcome Indicator that is reported quarterly. The performance presented is Council-wide only. This indicator for... Actual trend line FQ1 data expected from Spikes Cavell (Scottish Government data base) in mid September. Corporate Outcome - Our economy is diverse and thriving 19
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Period Area Target Actual Variance Status FQ2 Commentary 2025/26 FQ2 A&B No Target 14 N/A N/A 14 achieved community benefits reported to Procurement Commercial & Contract Management Team for FQ2 Period Actual FQ1 Commentary 2024/25 FQ2 31 2024/25 FQ3 - 2024/25 FQ4 44 2025/26 FQ1 0 2025/26 FQ2 14 Actual trend line The number of achieved community benefits during FQ1 was 37. Corporate Outcome - Our economy is diverse and thriving COI - Increase the number of community benefits that are delivered through contracts we award locally Responsible Person: Anne MacColl-Smith This indicator is a Corporate Outcome Indicator that is reported in FQ2 and FQ4. The performance presented is Council-wide only. This indicator for FQ2 shows the number of community benefits has decreased since the last reporting period. 20
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Period Area Target Actual Variance Status FQ2 Commentary 2025/26 FQ2 B&C 75% 90% 15% Green - Actual exceeds Target This quarter saw fewer faults reported, coinciding with the summer season and an overall improvement in performance. Period Actual FQ1 Commentary 2024/25 FQ2 100% 2024/25 FQ3 87% 2024/25 FQ4 91% 2025/26 FQ1 99% 2025/26 FQ2 90% 2025/26 FQ2 A&B 75% 95% 20% Green - Actual exceeds Target A relatively quiet quarter, with 40 faults reported and only 2 exceeding the required repair timescales. Period Actual FQ1 Commentary 2024/25 FQ2 97% 2024/25 FQ3 92% 2024/25 FQ4 92% 2025/26 FQ1 90% 2025/26 FQ2 95% This indicator for FQ2 exceeds the target and performance has increased since the last reporting period. Actual trend line Performace has improved, however we are still requiring some contractor assistance especially in the Helensburgh area, some requiring Scottish Powers attendance along with the support of civil contractors. We hope to have these works carried out prior to the clocks changing. Corporate Outcome - We have an infrastructure that supports sustainable growth Percentage of street lighting faults repaired within 10 days Responsible Person: Tom Murphy This indicator is reported quarterly. The performance presented is at area level and Council-wide. This indicator for FQ2 exceeds the target however performance has decreased since the last reporting period. Actual trend line Performance has been good as it is the lighter months and works can be inspected and fixed in a timely manner. Works can also be planned around contractual works which also helps with the timescales of attendance. 21
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Period Area Target Actual Variance Status FQ2 Commentary 2025/26 FQ2 Bute No Target 0 N/A N/A There were no waste collection complaints received for the Isle of Bute in FQ2. Period Actual FQ1 Commentary 2024/25 FQ2 0 2024/25 FQ3 0 2024/25 FQ4 1 2025/26 FQ1 0 2025/26 FQ2 0 2025/26 FQ2 Cowal No Target 5 N/A N/A There were 5 waste collection complaints received for the Cowal area in FQ2. Period Actual FQ1 Commentary 2024/25 FQ2 2 2024/25 FQ3 1 2024/25 FQ4 2 2025/26 FQ1 2 2025/26 FQ2 5 Actual trend line Cowal received 2 waste collection complaints this quarter. Actual trend line There were no waste collection complaints received this quarter for the Isle of Bute. This indicator for FQ2 shows the number of waste collection complaints has increased since the last reporting period. Corporate Outcome - We have an infrastructure that supports sustainable growth Number of waste collection complaints Responsible Person: Tom Murphy This indicator is reported quarterly. The performance presented is at area level and Council-wide. This indicator for FQ2 shows the number of waste collection complaints has remained the same since the last reporting period. 22
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Period Area Target Actual Variance Status FQ2 Commentary 2025/26 FQ2 A&B No Target 36 N/A N/A A total of 36 waste collection complaints were received for the Argyll and Bute area in FQ2. The Helensburgh and Lomond area remains the highest with 14 complaints, however as reported last quarter the Helensburgh and Lomond area service 12,437 properties and broken down over the quarter this equates to residual 49,748, reclycling 74,622, food waste 149,244 and glass 37,311 giving a total of 310,925 bins collected. Therefore overall this is a very good level of service. Period Actual FQ1 Commentary 2024/25 FQ2 26 2024/25 FQ3 36 2024/25 FQ4 31 2025/26 FQ1 34 2025/26 FQ2 36 Number of waste collection complaints Responsible Person: Tom Murphy This indicator is reported quarterly. The performance presented is at area level and Council-wide. This indicator for FQ2 shows the number of waste collection complaints has increased since the last reporting period. Actual trend line A total of 34 waste collection complaints were received this quarter for the whole of Argyll and Bute. The Isles of Mull and Bute received no waste collection complaints this quarter which shows the waste teams on the islands are delivering a high level of service. In the Helensburgh and Lomond area there are 12,437 properties from which refuse is collected, quarterly this equates to residual 49,748, recycling 74,622, food waste 149,244 and glass 37,311 giving a total of 310,925 bins collected per quarter. The number of complaints made as a percentage of the bins collected equates to 0.0067%. Corporate Outcome - We have an infrastructure that supports sustainable growth 23
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Period Area Target Actual Variance Status FQ2 Commentary 2025/26 FQ2 A&B 45.0% 63.2% 18.2% Green - Actual exceeds Target 63.2% combined recycling, composting and recovery (39.6% recycling and composting plus 23.6% recovery). Recovery figure for FQ2 is down slightly from previous quarters due to commencement by Biffa (formerly Renewi) of the conversion of mechanical biological treatment (MBT) plants to Waste Transfer Stations (WTS) at the 3 main sites. Once complete, this will provide the capability for the residual general waste to be transferred from 1st January to the central belt for refuse derived fuel (RDF/energy from waste (EfW) to ensure landfill ban compliance. Period Actual FQ1 Commentary 2024/25 FQ2 70.5% 2024/25 FQ3 65.4% 2024/25 FQ4 63.2% 2025/26 FQ1 66.6% 2025/26 FQ2 63.2% 2025/26 FQ2 Renewi No Target 48.9% N/A N/A 48.9% combined recycling,composting and recovery (35.9% recycling and composting plus 13% recovery). Recovery figure for FQ2 is down slightly from previous quarters due to commencement by Biffa (formerly Renewi) of the conversion of mechanical biological treatment (MBT) plants to Waste Transfer Stations (WTS) at 3 sites in order to ensure residual general waste can be transferred to the central belt for from 1st January 2026 to ensure compliance with the municipal waste landfill ban. Period Actual FQ1 Commentary 2024/25 FQ2 61.3% 2024/25 FQ3 52.4% 2024/25 FQ4 46.8% 2025/26 FQ1 51.5% 2025/26 FQ2 48.9% Actual trend line 51.5% recycling,composting and recovery (34.6% recycling and composting plus 16.9% recovery). Recycling and composting are slighter higher than previous quarter mainly due to the increased levels of green garden waste sent for composting . Actual trend line 66.6% recycling,composting and recovery (39.3% recycling and composting plus 27.3% recovery). Recovery percentage is high mainly due to Helensburgh and Lomond residual waste going for refuse derived fuel (RDF)/energy from waste (EFW). Recycling and composting are slighter higher than previous quarter mainly due to increased levels of green garden waste sent for composting. This indicator for FQ2 shows the percentage of waste recycled has decreased since the last reporting period. Corporate Outcome - We have an infrastructure that supports sustainable growth COI - Percentage of waste recycled, composted and recovered Responsible Person: Andy Summers This indicator is reported quarterly. The performance presented is by Council-wide service provision. This indicator for FQ2 exceeds the target however performance has decreased since the last reporting period. 24
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Period Area Target Actual Variance Status FQ2 Commentary 2025/26 FQ2 Islands No Target 40.1% N/A N/A 40.1% combined recycling,composting and recovery (27.1% recycling and composting plus 13% recovery). Recycling figure for FQ2 is down slightly from previous quarters due to some delays in receiving tonnage information before the Q2 input cut-off date from a couple of contractors handling some of the recycling materials. The late tonnage information will be entered in the next quarter. Period Actual FQ1 Commentary 2024/25 FQ2 51.8% 2024/25 FQ3 44.2% 2024/25 FQ4 49.2% 2025/26 FQ1 52.5% 2025/26 FQ2 40.1% 2025/26 FQ2 H&L No Target 100.0% N/A N/A 100% combined recycling,composting and recovery (51.3% recycling and composting plus 48.7% recovery). Residual general waste from Helensburgh and Lomond area is already compliant with the municipal waste landfill ban as it currently goes for refuse derived fuel (RDF)/energy from waste (EfW). Recycling and composting during the quarter exceeded 50% mainly due to high levels of green garden waste being sent for onward composting from the Blackhill Recycling Centre (Helensburgh). Period Actual FQ1 Commentary 2024/25 FQ2 100.0% 2024/25 FQ3 100.0% 2024/25 FQ4 100.0% 2025/26 FQ1 100.0% 2025/26 FQ2 100.0% Actual trend line 100% recycling,composting and recovery (46.9% recycling and composting plus 53.1% recovery). Recovery percentage is high mainly due to Helensburgh and Lomond residual waste going for refuse derived fuel (RDF)/energy from waste (EFW). Recycling and composting slighter higher than previous quarter mainly due to increased levels of green garden waste sent for composting. Actual trend line 52.5% recycling,composting and recovery (42.5% recycling and composting plus 10.0% recovery). Recycling and composting are slighter higher than previous quarter mainly due to the increased levels of green garden waste sent for composting . This indicator for FQ2 shows the percentage of waste recycled has remained the same since the last reporting period. This indicator for FQ2 shows the percentage of waste recycled has decreased since the last reporting period. Corporate Outcome - We have an infrastructure that supports sustainable growth COI - Percentage of waste recycled, composted and recovered Responsible Person: Andy Summers This indicator is reported quarterly. The performance presented is by Council-wide service provision. 25
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Period Area Target Actual Variance Status FQ2 Commentary 2025/26 FQ2 A&B 5,550 3,625 -1,925 Green - Actual below Target Within target mainly due to the residual waste from Helensburgh and Lomond already being landfill ban compliant. PPP area landfill is up from the previous few quarters due to commencement by Biffa (formerly Renewi) of the conversion of mechanical biological treatment (MBT) plants to Waste Transfer Stations (WTS) at the 3 main sites. Once works are complete, this will provide the capability for the residual general waste to be transferred from 1st January to the central belt for refuse derived fuel (RDF/energy from waste (EfW) to ensure landfill ban compliance. Period Target Actual FQ1 Commentary 2024/25 FQ2 5,550 3,225 2024/25 FQ3 5,100 2,846 2024/25 FQ4 5,000 3,103 2025/26 FQ1 5,850 3,267 2025/26 FQ2 5,550 3,625 Corporate Outcome - We have an infrastructure that supports sustainable growth COI - Number of tonnes of waste sent to landfill Responsible Person: Andy Summers This indicator is a Corporate Outcome Indicator that is reported quarterly. The performance presented is Council-wide only. This indicator for FQ2 is lower than the target (lowest is best). Actual trend line Well within landfill target mainly due to Helensburgh and Lomond residual general waste going for refuse derived fuel (RDF)/energy from waste (EFW). 26
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Period Area Target Actual Variance Status FQ2 Commentary 2025/26 FQ2 Bute 73 78 5 Green - Actual exceeds Target The overall street cleanliness figure for the Isle of Bute in FQ2 is 78. Period Actual FQ1 Commentary 2024/25 FQ2 80 2024/25 FQ3 78 2024/25 FQ4 77 2025/26 FQ1 81 2025/26 FQ2 78 2025/26 FQ2 Cowal 73 79 6 Green - Actual exceeds Target The overall street cleanliness figure for the Cowal in FQ2 is 79. Period Actual FQ1 Commentary 2024/25 FQ2 78 2024/25 FQ3 77 2024/25 FQ4 80 2025/26 FQ1 80 2025/26 FQ2 79 Actual trend line Cowal has show a street cleanliness figure of 80 for this quarter, which exceeds the actual target. Actual trend line The Isle of Bute has shown a street cleanliness figure of 81 for this quarter, which exceeds the actual target. This indicator for FQ2 exceeds the target however performance has decreased since the last reporting period. Corporate Outcome - We have an infrastructure that supports sustainable growth COI - LEAMS (Local Environment Audit and Management System) Responsible Person: Tom Murphy This indicator is reported quarterly. The performance presented is at area level and Council-wide. This indicator for FQ2 exceeds the target however performance has decreased since the last reporting period. 27
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Period Area Target Actual Variance Status FQ2 Commentary 2025/26 FQ2 A&B 73 86 13 Green - Actual exceeds Target For FQ2 a street cleanliness score of 86 has been achieved excelling the target of 73. This reflects well on the teams in the areas who continue to provide a good level of service and again shows very little litter visible on the streets and/or open spaced checked. Period Actual FQ1 Commentary 2024/25 FQ2 85 2024/25 FQ3 84 2024/25 FQ4 83 2025/26 FQ1 84 2025/26 FQ2 86 Actual trend line A street cleanliness score of 84 has been achieved for the whole of Argyll and Bute this quarter, which shows the street cleanliness remains high on both the mainland and Islands. These figures show very little litter visible on the streets and or open spaces checked. This high score reflects well on the teams who are providing a good service, by ensuring they work efficiently and effectively to keep the areas clean. This indicator for FQ2 exceeds the target and performance has increased since the last reporting period. Corporate Outcome - We have an infrastructure that supports sustainable growth COI - LEAMS (Local Environment Audit and Management System) Responsible Person: Tom Murphy This indicator is reported quarterly. The performance presented is at area level and Council-wide. 28
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Period Area Target Actual Variance Status FQ2 Commentary 2025/26 FQ2 B&C No Target 2.41 N/A N/A Working days lost due to sickness have slightly decreased again this quarter, likely influenced by the school holidays. However, levels remain higher than the same quarter last year, so continued monitoring and focus on managing absence will be important to sustain improvement. Period Actual FQ1 Commentary 2024/25 FQ2 2.09 2024/25 FQ3 3.76 2024/25 FQ4 4.07 2025/26 FQ1 2.70 2025/26 FQ1 2.41 2025/26 FQ2 A&B No Target 1.75 N/A N/A Overall absence has decreased this quarter, which may be partly attributed to the scheduled school holidays during this period. We continue to monitor absence closely and implement targeted interventions aimed at further improvement. Period Actual FQ1 Commentary 2024/25 FQ2 1.77 2024/25 FQ3 2.89 2024/25 FQ4 3.23 2025/26 FQ1 2.13 2025/26 FQ2 1.75 This indicator for FQ2 shows the number of sickness absence days has decreased since the last reporting period. Actual trend line Slight increase from last quarter and from the same quarter, last year. The HR&OD team continue to monitor absence, with targeted work aiming to improve this. They are also preparing to review the Supporting Attendance at Work procedures in the next 12 months. Corporate Outcome - Making it happen COI - Teacher sickness absence Responsible Person: Jennifer Crocket (B&C and MAKI) / Wendy Brownlie (H&L and OLI) This indicator is reported quarterly. The performance presented is at area level and Council-wide. This indicator for FQ2 shows the number of sickness absence days has decreased since the last reporting period. Actual trend line Significant reduction in working days lost this quarter from previous, as well as a slight reduction from the data in the same quarter last year. 29
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Period Area Target Actual Variance Status FQ2 Commentary 2025/26 FQ2 B&C No Target 4.12 N/A N/A Working days lost due to sickness have reduced this quarter, showing a positive improvement following higher levels towards the end of last year. However, levels are slightly higher than the same quarter last year, which reflects typical patterns for this time of year. It is encouraging to see this reduction and we will continue to monitor and work with managers to maintain the downward trend. Period Actual FQ1 Commentary 2024/25 FQ2 3.87 2024/25 FQ3 4.65 2024/25 FQ4 5.68 2025/26 FQ1 4.17 2025/26 FQ2 4.12 2025/26 FQ2 A&B No Target 4.06 N/A N/A Overall, sickness absence performance this quarter has been mixed, with some areas showing positive reductions in working days lost, while others have seen a slight increase or remained in line with the same period last year. This suggests that while some progress is being made, absence patterns continue to vary across services. Targeted support, focused management engagement and ongoing monitoring will remain key to sustaining improvement and addressing areas of higher absence. Period Actual FQ1 Commentary 2024/25 FQ2 3.43 2024/25 FQ3 4.40 2024/25 FQ4 4.66 2025/26 FQ1 3.82 2025/26 FQ2 4.06 Actual trend line Slight reduction overall. However, there is still an increase from the same quarter last year. The HR&OD team continue to monitor absence, with targeted work aiming to improve this. They are also preparing to review the Supporting Attendance at Work procedures in the next 12 months. This indicator for FQ2 shows the number of sickness absence days has increased since the last reporting period. Actual trend line Reduction in working days lost this quarter. The figure has followed the levels from the same quarter, last year. COI - LGE staff (including non-Teacher) sickness absence Responsible Person: Carolyn Cairns This indicator is reported quarterly. The performance presented is at area level and Council-wide. This indicator for FQ2 shows the number of sickness absence days has decreased since the last reporting period. Corporate Outcome - Making it happen 30
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Period Area Target Actual Variance Status FQ2 Commentary 2025/26 FQ2 A&B 70.0% 78.4% 8.4% Green - Actual exceeds Target In FQ2 2025/26 there were 37,268 customer transactions dealt with by Customer Service Agents (21.6%) and 135,337 were automated/self-service transactions (78.4%) so the 70.0% target was substantially bettered. This was an improvement on than the same quarter of 2024/25, where 72.7% of transactions were handled through automation/self-service. Period Actual FQ1 Commentary 2024/25 FQ2 72.7% 2024/25 FQ3 82.7% 2024/25 FQ4 74.8% 2025/26 FQ1 76.1% 2025/26 FQ2 78.4% Corporate Outcome - Making it happen COI - Increase the percentage of all self-service automated contacts Responsible Person: Robert Miller This indicator is a Corporate Outcome Indicator that is reported quarterly. The performance presented is Council-wide only. This indicator for FQ2 exceeds the target and performance has increased since the last reporting period. Actual trend line In FQ1 2025/26 there were 40,513 customer transactions dealt with by Customer Service Agents (23.9%) and 129,292 were automated/self-service transactions (76.1%) so the 70.0% target was substantially bettered. This was also better than the same quarter of 2024/25, where 71.7% of transactions were handled through automation/self-service. 31