Our performance
As part of our on-going committment to improve the service we provide, we measure our performance against a range of targets set by the government and by the Council.
The targets we have to meet are shown in the Finance Service Plan.
We measure performance each quarter and at the end of the year, for the whole year.
Quarter 1 covers the period April to June
Quarter 2 covers the period July to September
Quarter 3 covers the period October to December
Quarter 4 covers the period December to March
Our latest quarterly performance against some of these targets is shown below. More detailed information and our progress against our targets in previous years is given in the Council's Performance Update (PDF 306kb) .
Average number of days to process new claims (Target 24 days)
Quarter 1: 28.61 days
Quarter 2: 21.64 days
Quarter 3:
Quarter 4:
Average time taken to process changes in circumstances (Target 11 days)
Quarter 1: 22.30 days
Quarter 2: 7.17 days
Quarter 3:
Quarter 4:
Percentage of phone calls answered within 10 seconds (Target 99%)
Quarter 1: 99%
Quarter 2:
Quarter 3:
Quarter 4:
Benefit gains (Target £600,000)
This is the amount of benefit we have helped people claim that they otherwise would not have claimed. It is an annualised figure which means we have taken the weekly amount gained and mulitplied that by 52 weeks. The amounts shown are cumulative which means the total will increase throughout the year.
Quarter 1: £179,485
Quarter 2: £539,901
Quarter 3:
Quarter 4:
