FQ1 2025-26 MAKI Performance Report
Argyll and Bute Council · 3 September 2025
Back to Mid Argyll, Kintyre & the Islands Area Committee — 3 September 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 FQ1 Mid Argyll, Kintyre and Islay 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 COI (part) - Percentage of waste recycled, composted and recovered John Blake Area 23 - 24 COI - Number of tonnes of waste sent to landfill John Blake A&B only 25 COI - LEAMS (Local Environment Audit and Management System) Tom Murphy Area 26 - 27 COI - Teacher sickness absence Jennifer Crocket (B&C and MAKI) Wendy Brownlie (H&L and OLI) Area 28 COI - LGE staff (including non-Teacher) sickness absence Carolyn Cairns Area 29 COI - Increase the percentage of all self-service automated contacts Robert Miller A&B only 30 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 FQ1 Commentary 2025/26 FQ1 A&B 95.3% 119.0% 23.7% Green - Actual exceeds Target 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. Period Actual FQ4 Commentary 2024/25 FQ1 94.0% 2024/25 FQ2 72.9% 2024/25 FQ3 79.7% 2024/25 FQ4 119.8% 2025/26 FQ1 119.0% 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 FQ1 exceeds the target however performance has decreased since the last reporting period. Actual trend line The Scottish Welfare Fund has continued to provide vital support to vulnerable households across our community during 2024/25. Despite significant budgetary pressures, we maintained a strong focus on delivering high-quality, needs-based assistance through both Crisis Grants and Community Care Grants. A total of 1,134 households were supported, enabling individuals to remain safely in their communities and avoid crisis situations. Managing the fund within a constrained budget was a key challenge. While additional Council funding was required early in the year due to a projected overspend, prudent financial management and effective prioritisation reduced the actual draw on Council resources to £90,000. A one-off additional allocation from the Scottish Government in January 2025, although unused during the year, highlighted the inadequacy of the initial funding and has been carried forward to support demand in 2025/26. Overall, the service has performed strongly under pressure, maintaining a high standard of delivery and responsiveness. 3
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Period Area Target Actual Variance Status FQ1 Commentary 2025/26 FQ1 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 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. Period Actual FQ4 Commentary 2024/25 FQ1 100% 2024/25 FQ2 100% 2024/25 FQ3 100% 2024/25 FQ4 100% 2025/26 FQ1 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 FQ4 2024/25, 11 survey forms were distributed to clients. 10 were returned. Of these 10 returns, 7 responded to the question relating to being better able to deal with their financial problems. Of these 7 respondents, 7 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 FQ1 meets the target with no change in performance since the last reporting period. 4
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Period Area Target Actual Variance Status FQ1 Commentary 2025/26 FQ1 MAKI No Target 171 N/A N/A Numbers higher than previous FQ1, there is now a warden based in MAKI and impacted by the enforcement of the pavement parking prohibitions. Period Actual FQ4 Commentary 2024/25 FQ1 89 2024/25 FQ2 78 2024/25 FQ3 25 2024/25 FQ4 49 2025/26 FQ1 171 2025/26 FQ1 A&B No Target 2,536 N/A N/A Numbers tracking higher than previous FQ1. Impacted by both the period of good weather and the introduction of the pavement parking prohibitions. Period Actual FQ4 Commentary 2024/25 FQ1 1,763 2024/25 FQ2 2,302 2024/25 FQ3 968 2024/25 FQ4 1,253 2025/26 FQ1 2,536 This indicator for FQ1 shows the number of parking penalty notices has increased since the last reporting period. Actual trend line Recruitment and training of two new Amenity Wardens has resulted in them beginning enforcement through the quarter in MAKI and H&L, tempered by loss of Warden in H&L area. Transport (Scotland) Act prohibitions (pavement parking, dropped kerb and double parking) enforcement began on March 3rd. This indicator for FQ1 shows the number of parking penalty notices has increased since the last reporting period. Actual trend line Recruitment of locally based Amenity Warden and training began mid-way through quarter. Transport (Scotland) Act prohibitions (pavement parking, dropped kerb and double parking) enforcement began on March 3rd. 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. 5
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Period Area Target Actual Variance Status FQ1 Commentary 2025/26 FQ1 MAKI £25,325 £25,842 £517 Green - Actual exceeds Target Despite target being rasied compared to previous FQ1, target has been met. Period Target Actual FQ4 Commentary 2024/25 FQ1 £14,562 £17,072 2024/25 FQ2 £56,242 £49,027 2024/25 FQ3 £71,792 £72,739 2024/25 FQ4 £71,942 £71,637 2025/26 FQ1 £25,325 £25,842 £3,447 £7,703 £9,840 £4,851 £0 £25,841 Income Collected During FQ1 Fisher Row, Inveraray The Avenue, Inveraray Front Street and Toilets, Inveraray Lorne Street, Lochgilphead MAKI Total This indicator for FQ1 shows the cumulative amount of income has exceeded the cumulative target. Actual trend line There is no trend as this data is cumulative as of FQ1 each financial year. Under-recovery, no obvious reason for this although the seasonality of the Inveraray Car Parks may have had an impact. 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. 6
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Period Area Target Actual Variance Status FQ1 Commentary 2025/26 FQ1 A&B £309,143 £309,660 £517 Green - Actual exceeds Target Despite target being rasied compared to previous FQ1, target has been met (over 100% achieved). Period Target Actual FQ4 Commentary 2024/25 FQ1 £220,210 £247,216 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 This indicator for FQ1 shows the cumulative amount of income has exceeded the cumulative target. Actual trend line There is no trend as this data is cumulative as of FQ1 each financial year. Income has exceeded forecast. This may be due to focussed enforcement within the areas by the wardens, including the two new wardens, in combination of the new machines allowing multiple payment modes. Car parking income to date (cumulative) Corporate Outcome - People live in safer and stronger communities This indicator is reported quarterly. The performance presented is at area level and Council-wide. Responsible Person: Hugh O'Neill 7
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Period Area Target Actual Variance Status FQ1 Commentary 2025/26 FQ1 MAKI No Target 20 N/A N/A There has been a drop in the number of dog fouling complaints this month for the MAKI area, with 20 complaints received, with Islay receiving 4, Kintyre 11 and Mid Argyll 5. Period Actual FQ4 Commentary 2024/25 FQ1 27 2024/25 FQ2 12 2024/25 FQ3 26 2024/25 FQ4 31 2025/26 FQ1 20 2025/26 FQ1 A&B No Target 44 N/A N/A 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. Period Actual FQ4 Commentary 2024/25 FQ1 57 2024/25 FQ2 33 2024/25 FQ3 65 2024/25 FQ4 75 2025/26 FQ1 44 This indicator for FQ1 shows the number of dog fouling complaints has decreased since the last reporting period. Actual trend line Unfortunately the number of dog fouling complaints has risen this quarter with 75 received in total. It is hoped that over the next quarter this number will fall. The Warden service will, when time allows. continue to monitor. This indicator for FQ1 shows the number of dog fouling complaints has decreased since the last reporting period. Actual trend line A total of 31 dog fouling complaints were received over the months of January, February and March for the MAKI area. Kintyre received 11, Mid Argyll received 15 and Islay received 5. 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. 8
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Period Area Target Actual Variance Status FQ1 Commentary 2025/26 FQ1 A&B 100% 100% 0% Green - Actual meets Target 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. Period Actual FQ4 Commentary 2024/25 FQ1 100% 2024/25 FQ2 100% 2024/25 FQ3 100% 2024/25 FQ4 100% 2025/26 FQ1 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. We work alongside schools and partner agencies to ensure care experienced status is accurate, ensuring our CECYP have additional supports in place via the Virtual School and wider agencies as appropriate. Our bespoke care experience application which will further enhance our monitoring for our CECYP is currently in the final stage before testing phase begins. We continue to work with partner agencies and other local authorities to support 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 FQ1 meets the target with no change in performance since the last reporting period. 9
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Period Area Target Actual Variance Status FQ1 Commentary 2025/26 FQ1 A&B +/-5.00% 3% 2% Green - Actual exceeds Target 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% Period Actual FQ4 Commentary 2024/25 FQ1 0.48% 2024/25 FQ2 -1.37% 2024/25 FQ3 0.14% 2024/25 FQ4 -2.25% 2025/26 FQ1 3.17% 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 FQ1 within the +/5.00% variance and performance has increased since the last reporting period. Actual trend line We will continue to monitor schools that are not achieving the +/- 5% target. B&C 3.93%, H&L -4.48%, MAKI -7.51%, OLI 1.09% Corporate Outcome - Children and young people have the best possible start 10
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Period Area Target Actual Variance Status FQ1 Commentary 2025/26 FQ1 MAKI 94.00% 95.39% 1.39% Green - Actual exceeds Target As of 2nd July 2025 the participation figure (16–19-year-olds in employment, training or education) in Mid-Argyll, Kintyre and Islay was 994 young people, which equates to 95.39%. This is 1.39% above the target and 1.09% 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 95.39% for FQ1 of 2025/26 is an increase of 0.79% on the participation figure for FQ4 of 2024/25, and represents an decrease of 1.25% on the FQ1 figure from 2024/25. Period Actual FQ4 Commentary 2024/25 FQ1 96.64% 2024/25 FQ2 96.63% 2024/25 FQ3 95.20% 2024/25 FQ4 94.60% 2025/26 FQ1 95.39% 2025/26 FQ1 A&B 94.00% 94.71% 0.71% Green - Actual exceeds Target 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. Period Actual FQ4 Commentary 2024/25 FQ1 94.99% 2024/25 FQ2 95.80% 2024/25 FQ3 94.19% 2024/25 FQ4 93.50% 2025/26 FQ1 94.71% Actual trend line As of 11th April 2025 the participation figure (16–19-year-olds in employment, training or education) across the whole of Argyll and Bute was 3408 young people, which equates to 93.50%. This is 0.5% below the target and 0.8% 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 93.50% for FQ4 of 2024/25 is a decrease of 0.69% on the participation figure for FQ3 of 2024/25. This indicator for FQ1 exceeds the target and performance has increased since the last reporting period. Actual trend line As of 11th April 2025 the participation figure (16–19-year-olds in employment, training or education) in Mid-Argyll, Kintyre and Islay was 830 young people, which equates to 94.60%. This is 0.6% above the target and 0.3% 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 94.60% for FQ4 of 2024/25 is a decrease of 0.6% on the participation figure for FQ3 of 2024/25. This indicator for FQ1 exceeds the target and performance has increased since the last reporting period. 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. 11
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Period Area Target Actual Variance Status FQ1 Commentary 2025/26 FQ1 MAKI 0 0 0 Green - Actual meets Target No completions FQ1. Period Actual FQ4 Commentary 2024/25 FQ1 0 2024/25 FQ2 20 2024/25 FQ3 6 2024/25 FQ4 0 2025/26 FQ1 0 2025/26 FQ1 A&B 0 0 0 Green - Actual meets Target No completions in FQ1. There are some projects on site to complete later in year. Period Actual FQ4 Commentary 2024/25 FQ1 12 2024/25 FQ2 26 2024/25 FQ3 6 2024/25 FQ4 9 2025/26 FQ1 0 This indicator for FQ1 meets the target however performance has decreased since the last reporting period. Actual trend line There was no Strategic Housing Investment Plan (SHIP) completions in FQ4, however West Highland Housing Association (WHHA) concluded on new supply open market purchase in Kilmelford which increases supply of affordable housing. There has been delays to West Highland Housing Association developments at Port Charlotte (phase 1) and Imerval (Phase 5) on Islay due to issues with bringing hot tar to the Island to complete roads, bad weather, ferry disruption and issues with Scottish Southern Energy Networks. This indicator for FQ1 meets the target with no change in performance since the last reporting period. Actual trend line There were no completions in MAKI in FQ4. 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. Corporate Outcome - Our economy is diverse and thriving 12
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Period Area Target Actual Variance Status FQ1 Commentary 2025/26 FQ1 MAKI 75.0% 50.0% -25.0% 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 FQ1 40 pre-applications were responded to within Mid Argyll, Kintyre and the Islands. 20 responses (50%) were issued within 20 days; 22 responses (55%) 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 improve as casework pressure on available staff resource from 'legacy' items decreases over time. Period Actual FQ4 Commentary 2024/25 FQ1 19.5% 2024/25 FQ2 35.9% 2024/25 FQ3 48.7% 2024/25 FQ4 55.2% 2025/26 FQ1 50.0% 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 FQ4 29 pre-applications were responded to within Mid Argyll, Kintyre and the Islands. 16 responses (55.2%) were issued within 20 days; 16 responses (55.2%) 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 improve as casework pressure on available staff resource from 'legacy' items decreases over time. This indicator for FQ1 is lower than the target and performance has decreased since the last reporting period. 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. 13
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Period Area Target Actual Variance Status FQ1 Commentary 2025/26 FQ1 A&B 75.0% 63.5% -11.5% 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 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. Period Actual FQ4 Commentary 2024/25 FQ1 49.5% 2024/25 FQ2 49.2% 2024/25 FQ3 48.3% 2024/25 FQ4 58.5% 2025/26 FQ1 63.5% 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 FQ4 118 pre-applications were responded to across Argyll and Bute. 69 responses (58.5%) were issued within 20 days; 75 responses (64.1%) were issued within the revised target of 30 days. This indicator for FQ1 is lower than the target however performance has increased since the last reporting period. 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. 14
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Period Area Target Actual Variance Status FQ1 Commentary 2025/26 FQ1 MAKI 8.0 17.4 9.4 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. During FQ1 only a handful of 'householder' 'legacy' items remained, this has resulted in a general improvement across this particular performance measure. During FQ1 12 'householder' applications were determined in Mid Argyll, Kintyre and the Islands including 2 'legacy' items and is reflected in the significant improvement in performance reported for this period. Excluding 'legacy' items, the remaining 10 applications were determined in an average time of 9.0 weeks. Period Actual FQ4 Commentary 2024/25 FQ1 22.8 2024/25 FQ2 21.6 2024/25 FQ3 27.0 2024/25 FQ4 27.3 2025/26 FQ1 17.4 This indicator for FQ1 exceeds 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 FQ4 only a handful of 'householder' 'legacy' items remained, this has resulted in a general improvement across this particular performance measure. During FQ4 13 'householder' applications were determined in Mid Argyll, Kintyre and the Islands including 3 'legacy' items and is reflected in the significant improvement in performance reported for this period. Excluding 'legacy' items, the remaining 10 applications were determined in an average time of 15.5 weeks. 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. 15
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Period Area Target Actual Variance Status FQ1 Commentary 2025/26 FQ1 A&B 8.0 10.4 2.4 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. 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. Period Actual FQ4 Commentary 2024/25 FQ1 16.1 2024/25 FQ2 26.1 2024/25 FQ3 15.9 2024/25 FQ4 14.2 2025/26 FQ1 10.4 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 FQ1 exceeds 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 FQ4 only a handful of 'householder' 'legacy' items remained, this has resulted in a general improvement across this particular performance measure. During FQ4 68 'householder' applications were determined across Argyll and Bute including 8 'legacy' items and is reflected in the significant improvement in performance reported for this period. Excluding 'legacy' items, the remaining 60 applications were determined within an average time of 9.9 weeks. 16
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Period Area Baseline Actual Variance Status FQ1 Commentary 2025/26 FQ1 MAKI 104 105 1 Red - Actual exceeds Baseline MAKI's 'empty' vacancy rate is 4.11%. Since the Empty Business Property Grant Scheme was approved in June 2025, 4 x Empty Business Property Grants have been approved. 2 projects in Campbeltown, 1 in Lochgilphead and 1 in Ardrishaig, for an accumulative value of £60,711.09. We have numerous live enquiries for properties in Lochgilphead, with others in Tarbert, Campbeltown and Bowmore. Please note: MAKI figures are skewed somewhat by a single property which has 20 entries in the valuation roll. Work is ongoing to explore methods to monitor 'demand' in our town centres as that data is vital to regeneration and socio-economic development. Period Actual FQ4 Commentary 2024/25 FQ1 - 2024/25 FQ2 - 2024/25 FQ3 - 2024/25 FQ4 - 2025/26 FQ1 105 2025/26 FQ1 A&B 277 276 -1 Green - Actual below Baseline 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. Period Actual FQ4 Commentary 2024/25 FQ1 - 2024/25 FQ2 - 2024/25 FQ3 - 2024/25 FQ4 - 2025/26 FQ1 276 This indicator for FQ1 shows the cumulative number of empty properties is lower than the baseline. Actual trend line - 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 FQ1 shows the cumulative number of empty properties has exceeded the baseline. Actual trend line - 17
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Period Area Target Actual Variance Status FQ1 Commentary 2025/26 FQ1 A&B No Target 27 N/A N/A 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). Period Actual FQ4 Commentary 2024/25 FQ1 26 2024/25 FQ2 40 2024/25 FQ3 27 2024/25 FQ4 30 2025/26 FQ1 27 Actual trend line During FQ4, the housing service took 108 homeless applications and provided temporary accommodation for 30 new homeless households. B&C: Out of 28 Homeless Applications, 10 new households went in to temporary accommodation (4 x Serviced Accommodation, 4 x Bed & Breakfast, 2 Private Sector Lease). H&L: Out of 30 Applications, 8 new households went in to temporary accommodation (1 x Serviced Accommodation, 7 x Bed & Breakfast). MAKI: Out of 31 Homeless Applications, 4 new households went in to temporary accommodation (4 x Private Sector Lease). OLI: Out of 19 Homeless Applications, 8 new households went in to temporary accommodation (3 x Supported Accommodation, 1 x Private Sector Lease, 1 x Registered Social Landlord, 3 x Bed & Breakfast). 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 FQ1 shows the number of applicants has decreased since the last reporting period. 18
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Period Area Target Actual Variance Status FQ1 Commentary 2025/26 FQ1 A&B 20.0% 0.0% FQ1 data expected from Spikes Cavell (Scottish Government data base) in mid September. Period Actual FQ4 Commentary 2024/25 FQ1 36.0% 2024/25 FQ2 10.5% 2024/25 FQ3 23.6% 2024/25 FQ4 15.2% 2025/26 FQ1 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 FQ4 - 15.2%. There were 66 tender/quick quote contract awards during FQ4. 10 were awarded to local suppliers, with a total estimated value of £78k. From the 66 awards, only 15 received local bids. The nature of the types of contracts awarded can impact on submission of local bidders. The % of tenders won by a local supplier, where a local supplier placed a bid during FQ4 was 66.7%. Corporate Outcome - Our economy is diverse and thriving 19
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Period Area Target Actual Variance Status FQ1 Commentary 2025/26 FQ1 A&B No Target 0 N/A N/A The number of achieved community benefits during FQ1 was 37. Period Actual FQ4 Commentary 2024/25 FQ1 - 2024/25 FQ2 31 2024/25 FQ3 - 2024/25 FQ4 44 2025/26 FQ1 Actual trend line The number of achieved community benefits during FQ3 and FQ4 is 44. Showing an increase from the previous year. 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... 20
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Period Area Target Actual Variance Status FQ1 Commentary 2025/26 FQ1 MAKI 75% 93% 18% Green - Actual exceeds Target 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. Period Actual FQ4 Commentary 2024/25 FQ1 87% 2024/25 FQ2 94% 2024/25 FQ3 95% 2024/25 FQ4 92% 2025/26 FQ1 93% 2025/26 FQ1 A&B 75% 90% 15% Green - Actual exceeds Target 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. Period Actual FQ4 Commentary 2024/25 FQ1 93% 2024/25 FQ2 97% 2024/25 FQ3 92% 2024/25 FQ4 92% 2025/26 FQ1 90% This indicator for FQ1 exceeds the target however performance has decreased since the last reporting period. Actual trend line Performance has improved in 3 of the 4 geographical settings. A number of cable faults and works requiring contractor or power company assistance in Lomond is reflected in this quarter's figures. These works take time to program and deliver. All Areas appear to benefiting from the street lighting Capital Program Works which are improving reliability of lighting in areas that were previously experiencing a higher number of faults. This indicator for FQ1 exceeds the target and performance has increased since the last reporting period. Actual trend line Performance is good and exceeding the target. 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. 21
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Period Area Target Actual Variance Status FQ1 Commentary 2025/26 FQ1 MAKI No Target 7 N/A N/A Mid Argyll received 3 waste collection complaints this quarter and the Isle of Islay received 4, a total of 7 complaints. Period Actual FQ4 Commentary 2024/25 FQ1 4 2024/25 FQ2 4 2024/25 FQ3 0 2024/25 FQ4 1 2025/26 FQ1 7 2025/26 FQ1 A&B No Target 34 N/A N/A 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%. Period Actual FQ4 Commentary 2024/25 FQ1 38 2024/25 FQ2 26 2024/25 FQ3 36 2024/25 FQ4 31 2025/26 FQ1 34 This indicator for FQ1 shows the number of waste collection complaints has increased since the last reporting period. Actual trend line In total 31 waste collection complaints were received for the whole of Argyll and Bute. Again the majority of the complaints were received in Helensburgh, due to vehicle breakdowns and resources. The waste team continue to deliver a very high level of service across the whole area. Actual trend line 1 waste collection complaint was received this quarter and this was on the Isle of Islay. This indicator for FQ1 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. 22
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Period Area Target Actual Variance Status FQ1 Commentary 2025/26 FQ1 A&B 45.0% 66.6% 21.6% Green - Actual exceeds Target 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. Period Actual FQ4 Commentary 2024/25 FQ1 68.4% 2024/25 FQ2 70.5% 2024/25 FQ3 65.4% 2024/25 FQ4 63.2% 2025/26 FQ1 66.6% 2025/26 FQ1 Renewi No Target 51.5% N/A N/A 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 . Period Actual FQ4 Commentary 2024/25 FQ1 56.2% 2024/25 FQ2 61.3% 2024/25 FQ3 52.4% 2024/25 FQ4 46.8% 2025/26 FQ1 51.5% Actual trend line 46.8% recycling, composting and recovery (31.5% recycling/composting plus 15.3% recovery). Recycling/composting slightly lower as reduced garden waste tonnages sent for composting during winter months. 2024/25 financial year overall figures are 54.9% recycling, composting and recovery (38.5% recycling/composting plus 16.4% recovery). Actual trend line 63.2% recycling, composting and recovery (35.9% recycling/composting plus 27.3% recovery). Recovery percentage high mainly due to Helensburgh and Lomond residual waste going for refuse derived fuel/energy from waste. Recycling/composting slightly lower as reduced garden waste tonnages sent for composting during winter months. 2024/25 financial year overall figures are 67.2% recycling, composting and recovery (40.3% recycling/composting plus 26.9% recovery) which is an improvement on previous f/year which was 58.2% . This indicator for FQ1 shows the percentage of waste recycled has increased 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: John Blake This indicator is reported quarterly. The performance presented is by Council-wide service provision. This indicator for FQ1 exceeds the target and performance has increased since the last reporting period. 23
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Period Area Target Actual Variance Status FQ1 Commentary 2025/26 FQ1 Islands No Target 52.5% N/A N/A 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 . Period Actual FQ4 Commentary 2024/25 FQ1 45.8% 2024/25 FQ2 51.8% 2024/25 FQ3 44.2% 2024/25 FQ4 49.2% 2025/26 FQ1 52.5% 2025/26 FQ1 H&L No Target 100.0% N/A N/A 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. Period Actual FQ4 Commentary 2024/25 FQ1 100.0% 2024/25 FQ2 100.0% 2024/25 FQ3 100.0% 2024/25 FQ4 100.0% 2025/26 FQ1 100.0% Actual trend line 100% recycling, composting and recovery (43.7% recycling/composting plus 56.3% recovery). Recovery percentage high mainly due to Helensburgh and Lomond residual waste going for refuse derived fuel/energy from waste. Recycling/composting slightly lower than in spring/summer as reduced garden waste tonnages sent for composting during winter months. 24/25 financial year overall figures are 100% recycling, composting and recovery (45.1% recycling/composting plus 54.9% recovery). Actual trend line 49.2% recycling, composting and recovery (38.7% recycling/composting plus 10.5% recovery). 2024/25 financial year overall figures are 48.1% recycling, composting and recovery (37.3% recycling/composting plus 10.8% recovery). This indicator for FQ1 shows the percentage of waste recycled has remained the same since the last reporting period. This indicator for FQ1 shows the percentage of waste recycled has increased 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: John Blake This indicator is reported quarterly. The performance presented is by Council-wide service provision. 24
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Period Area Target Actual Variance Status FQ1 Commentary 2025/26 FQ1 A&B 5,850 3,267 -2,583 Green - Actual below Target Well within landfill target mainly due to Helensburgh and Lomond residual general waste going for refuse derived fuel (RDF)/energy from waste (EFW). Period Target Actual FQ4 Commentary 2024/25 FQ1 5,850 3,200 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 Corporate Outcome - We have an infrastructure that supports sustainable growth COI - Number of tonnes of waste sent to landfill Responsible Person: John Blake This indicator is a Corporate Outcome Indicator that is reported quarterly. The performance presented is Council-wide only. This indicator for FQ1 is lower than the target (lowest is best). Actual trend line Well within landfill limit target mainly due to Helensburgh and Lomond residual waste going for refuse derived fuel/energy from waste. 25
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Period Area Target Actual Variance Status FQ1 Commentary 2025/26 FQ1 Mid Argyll 73 81 8 Green - Actual exceeds Target Mid Argyll have a street cleanliness figure of 81 this quarter, which exceeds the actual target. Period Actual FQ4 Commentary 2024/25 FQ1 81 2024/25 FQ2 84 2024/25 FQ3 82 2024/25 FQ4 77 2025/26 FQ1 81 2025/26 FQ1 Kintyre 73 80 7 Green - Actual exceeds Target The Kintyre area has a street cleanliness figure of 80 this quarter , which exceeds the actual target. Period Actual FQ4 Commentary 2024/25 FQ1 83 2024/25 FQ2 79 2024/25 FQ3 85 2024/25 FQ4 80 2025/26 FQ1 80 Actual trend line With a street cleanliness figure of 80, Kintyre's street cleanliness remains high. Actual trend line The teams in Mid Argyll have shown again this quarter the area is well maintained with a LEAMS figure of 77 overall. This indicator for FQ1 exceeds the target with no change in performance since the last reporting period. This indicator for FQ1 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. 26
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Period Area Target Actual Variance Status FQ1 Commentary 2025/26 FQ1 Islay 73 81 8 Green - Actual exceeds Target The Isle of Islay has a street cleanliness score of 81 this quarter, which exceeds the actual target. Period Actual FQ4 Commentary 2024/25 FQ1 82 2024/25 FQ2 88 2024/25 FQ3 79 2024/25 FQ4 81 2025/26 FQ1 81 2025/26 FQ1 A&B 73 84 11 Green - Actual exceeds Target 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. Period Actual FQ4 Commentary 2024/25 FQ1 84 2024/25 FQ2 85 2024/25 FQ3 84 2024/25 FQ4 83 2025/26 FQ1 84 This indicator is reported quarterly. The performance presented is at area level and Council-wide. Actual trend line January, February and March figures show that again this quarter the street cleanliness across the whole of Argyll and Bute remains high. These figures show very little or no litter visible in the streets and or open spaces checked. This high score reflects well on the teams on the islands and mainland who are providing a good service by ensuring they work efficiently and effectively to keep the areas clean. This indicator for FQ1 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 Actual trend line The Isle of Islay's street cleanliness score remains high this quarter, showing 81 meaning there may only be small amounts of litter visible but not detracting from the look of the area. This indicator for FQ1 exceeds the target with no change in performance since the last reporting period. 27
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Period Area Target Actual Variance Status FQ1 Commentary 2025/26 FQ1 MAKI No Target 3.02 N/A N/A Slight increase from last quarter and significant increase based on the data recorded in the same quarter last year. Period Actual FQ4 Commentary 2024/25 FQ1 1.84 2024/25 FQ2 1.46 2024/25 FQ3 1.92 2024/25 FQ4 2.91 2025/26 FQ1 3.02 2025/26 FQ1 A&B No Target 2.49 N/A N/A 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. Period Actual FQ4 Commentary 2024/25 FQ1 2.14 2024/25 FQ2 1.77 2024/25 FQ3 2.89 2024/25 FQ4 3.23 2025/26 FQ1 2.49 This indicator for FQ1 shows the number of sickness absence days has decreased since the last reporting period. Actual trend line Work days lost has increased by 0.41 of a day on the same quarter last year and has increased by 0.34 of a day from the previous quarter. This indicator for FQ1 shows the number of sickness absence days has increased since the last reporting period. Actual trend line Work days lost has increased by 0.66 of a day on the same quarter last year and has increased by 0.99 of a day from the previous quarter. 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. 28
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Period Area Target Actual Variance Status FQ1 Commentary 2025/26 FQ1 MAKI No Target 3.89 N/A N/A Reduction in working days lost this quarter. The figure has followed smilar levels from the same quarter, last year. Period Actual FQ4 Commentary 2024/25 FQ1 3.57 2024/25 FQ2 3.34 2024/25 FQ3 4.25 2024/25 FQ4 4.28 2025/26 FQ1 3.89 2025/26 FQ1 A&B No Target 4.08 N/A N/A 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. Period Actual FQ4 Commentary 2024/25 FQ1 3.85 2024/25 FQ2 3.43 2024/25 FQ3 4.40 2024/25 FQ4 4.66 2025/26 FQ1 4.08 This indicator for FQ1 shows the number of sickness absence days has decreased since the last reporting period. Actual trend line Work days lost has increased by 0.55 of a day on the same quarter last year and has increased by 0.03 of a day from the previous quarter. This indicator for FQ1 shows the number of sickness absence days has decreased since the last reporting period. Corporate Outcome - Making it happen 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. Actual trend line Work days lost has increased by 0.54 of a day on the same quarter last year and has increased by 0.26 of a day from the previous quarter. 29
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Period Area Target Actual Variance Status FQ1 Commentary 2025/26 FQ1 A&B 70.0% 76.1% 6.1% Green - Actual exceeds Target 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. Period Actual FQ4 Commentary 2024/25 FQ1 71.6% 2024/25 FQ2 72.7% 2024/25 FQ3 82.7% 2024/25 FQ4 74.8% 2025/26 FQ1 76.1% 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 FQ1 exceeds the target and performance has increased since the last reporting period. Actual trend line In FQ4 there were 39,517 customer transactions dealt with by Customer Service Agents (25.2%) and 117,568 were automated or self-service transactions (74.8%) so the 70.0% target was substantially bettered. 30