The Performance Monitoring Panel met on Wednesday 2 September 2026 to review the council's performance in the first quarter of the 2026/27 financial year, discuss the performance of the Housing Landlord Service, and receive updates on the South Holland Centre and Anglian Water protocols. The panel noted the council's performance report, which highlighted a decline in overall performance since the previous quarter but confirmed that 87% of Key Performance Indicators (KPIs) remained on target. They also discussed the Housing Landlord Service's 2025/26 performance, including tenant satisfaction, and supported a suggestion to consider expanding the anti-social behaviour service approach across the wider district, beyond Housing Revenue Account properties, agreeing that a message to this effect should be referred to Cabinet.

Q1 Performance Report 2026/27

The panel reviewed the council's performance for the period 1 April to 30 June 2026. While overall performance had declined since Quarter 4, 87% of Key Performance Indicators (KPIs) were still on target. Areas of concern included recycling and composting performance, which stood at 35.19% against a target of 45%, and first-time waste collections, which fell to 94.99% against a target of 99.8%. Improvements in recycling were anticipated with the new waste collection model and dedicated recycling bins. Homelessness prevention performance had improved to 52.7%, though the 60% target remained ambitious. A new KPI for Health and Safety audits/inspections was introduced, with only one outstanding action which had since been completed. Corporate complaints responded to within timescales had significantly fallen to 40% against a target of 95%, attributed to increased volumes and more complex AI-generated complaints.

Members expressed concern about the significant reduction in performance for corporate complaints, with the Group Manager for Information Governance and Data Protection Officer explaining that a growing number of complaints were being submitted using artificial intelligence (AI) tools, requiring more officer time. It was noted that 50% of complaints were AI-generated. The panel also discussed the recycling performance, with the Service Director – Neighbourhoods explaining that the indicator was based on tonnage data and affected by contamination levels and residual waste. The new service, including dedicated recycling bins and enhanced resident communications, was expected to improve performance. Concerns were also raised about the rollout of new waste collection arrangements, particularly for properties on private roads. Regarding the council's housing stock, the Service Director – Housing reported ongoing legal proceedings concerning a property where access for electrical installation condition reports had been difficult.

Performance of the Housing Landlord Service 2025/26

The panel received an update on the 2025/26 Tenant Satisfaction Measure (TSM) results and the wider performance of the Housing Landlord Service. Overall tenant satisfaction remained positive at 73%, with most satisfaction measures either improving or remaining consistent. Strong performance was noted in repairs, building safety compliance, rent collection, lettings, adaptations, and planned maintenance, comparing favourably against sector benchmarks. Targeted improvement work had been developed in response to tenant feedback on complaints and anti-social behaviour. Significant progress had also been made in areas previously highlighted by the Regulator of Social Housing, including increased stock condition survey coverage and strengthened tenant scrutiny.

Members queried a reported reduction in satisfaction regarding the cleanliness and maintenance of communal areas. The Service Director – Housing clarified that respondents commenting on this issue did not live in flat schemes with communal areas but based their answers on open green spaces and grass cutting. A small number of sites had been unintentionally removed from Parks and Grounds schedules and have since been reinstated. Concerns were raised about the reduction in satisfaction with the council's approach to handling anti-social behaviour. The Service Director – Housing explained that previous satisfaction levels had been unusually high and the current result was considered more representative and aligned with sector benchmarks. A new Housing Anti-social Behaviour Policy had been adopted by Cabinet, introducing measures such as case closure satisfaction surveys and enhanced communications. The panel supported a suggestion to consider expanding the anti-social behaviour service approach across the wider district, beyond Housing Revenue Account (HRA) properties, and agreed that a message to this effect should be referred to Cabinet. The panel also queried performance on responsive repairs completed within 28 days, with the Service Director – Housing noting that improvements were being progressed, including consultation with tenants on revised repair categories and addressing contractor performance issues. A summary of the seven disrepair claims recorded would be provided to members outside the meeting.

South Holland Centre Performance Update

An update was provided on the financial and operational performance of the South Holland Centre. There was continued growth in audience numbers and advance ticket sales, particularly for the annual pantomime. Members welcomed the positive progress and income generation. Discussions included the recent procurement of concession services, with confirmation that feedback would be provided to the unsuccessful incumbent provider. The financial monitoring of advance ticket sales and bookings was clarified, with income for future years accounted for appropriately. Members queried budget variances, including an overachievement of income and an overspend for computer hardware, which were explained by increased ticket sales and usage. The forthcoming re-tendering of the pantomime contract was discussed, with an emphasis on maintaining quality and achieving best value.

The panel explored how the South Holland Centre was benefiting from wider town centre regeneration activity and efforts to embed the Centre within the wider town centre offer. Work was ongoing with partners to strengthen links between town centre initiatives and the Centre. Discussions also covered opportunities to maximise the use of space within the Centre, with ongoing discussions with organisations regarding the potential occupation of underutilised areas. The challenges associated with the maintenance of the ageing building and specialist equipment were noted, with the Portfolio Holder confirming financial support from the Council and the potential mitigation of some burden through future occupation of underutilised areas. The Service Director – Culture and Regeneration advised that dedicated resource had been established to support the identification and pursuit of external funding opportunities. The panel agreed that a further update report be presented to the Committee six months hence.

Briefing Note on Anglian Water Protocols

A briefing note on the implications of water infrastructure issues on planning decisions was presented. Members expressed a desire for greater clarity from Anglian Water regarding the capacity of wastewater treatment infrastructure across the district, which made it more difficult to assess where future development could be accommodated. The Planning Development Manager explained that sites allocated within the current Local Plan should be capable of being accommodated, as Anglian Water had been involved in its preparation. However, greater uncertainty existed for speculative development proposals outside of allocations, requiring case-by-case consideration. The Portfolio Holder for Assets and Strategic Planning emphasised the Council's commitment to obtaining more information from Anglian Water and acknowledged that historic under-investment in wastewater infrastructure should not unnecessarily constrain sustainable growth. Members sought assurance regarding communication and engagement between Planning officers and Anglian Water, particularly for development proposals outside Local Plan allocations. The Planning Development Manager advised that constructive engagement generally took place on an application-by-application basis, with major development proposals generating detailed discussions that had sometimes led to the withdrawal of initial objections. Ongoing strategic discussions between senior officers and Anglian Water were intended to strengthen future working relationships.

Overview and Scrutiny Annual Report 2025/26

The panel noted the Overview and Scrutiny Annual Report 2025/26, which summarised the work undertaken by the Council's Overview and Scrutiny function during the year. The report was recommended to Full Council for noting.

Performance Monitoring Panel Work Programme

The Work Programme of the Performance Monitoring Panel was noted, with items scheduled for future meetings highlighted. Members were reminded of a joint meeting with the Policy Development Panel to consider Cultural Services Delivery Arrangements and were advised that questions could be submitted in advance of the annual Crime and Disorder Report in November.