To make sure Fylde continues to be one of the most desirable places to live we will:

o Keep council tax as low as possible whilst delivering first class services

o Adopt a ‘Customer First Attitude’

o Actively seek feedback to improve service delivery

o Apply technology to deliver services in the most efficient way possible

o Continuously review every service to meet changing customer expectation

o Champion and enhance the reputation of the council

o Keep customers informed through open and transparent communication

Efficiency

PM03: Number of complaints received (Corporate)
Monitoring
30 Sep 21
189
 
Monitoring
PM06: Percentage of customers satisfied with the service received from Fylde Council
Needs Improvement
31 Mar 19
83.50
 
Needs Improvement
PM07: Number of complaints not responded to within five working days
Monitoring
30 Sep 21
39.00
 
Monitoring
PM108: Percentage of total of Disabled Facility Grant committed
Meeting Target
30 Sep 21
50.00
 
Meeting Target
PM111: % of customers who agree that the adaptation has increased their independence
Meeting Target
30 Sep 21
100.00
 
Meeting Target
PM112: % of customer rating the DFG service as either good or excellent
Meeting Target
30 Sep 21
100.00
 
Meeting Target
PM113: Number of households to whom a relief duty is owed
Very Good
30 Jun 21
29.00
 
Very Good
PM114: Number of households with relief duty is owed who have been assisted to source accommodation
Achieved
31 Mar 21
50.00
 
Achieved
PM115: Number of households to whom a prevention duty is owed
Very Good
30 Jun 21
31.00
 
Very Good
PM116: Number of households with prevention duty owed been assisted to remain in their own home
Poor
30 Jun 21
0.00
 
Poor
PM117: Number of households with prevention duty assisted to source alternative accommodation
Needs Improvement
30 Jun 21
9.00
 
Needs Improvement
PM23: Number of swims at St Annes pool
Poor
30 Nov 20
9,619
 
Poor
PM28: Number of households living in temporary accommodation at the end of the quarter
Poor
30 Sep 21
39.00
 
Poor
PM29a: Total number of housing advice cases
Poor
30 Sep 21
344
 
Poor
PM40: Number of affordable homes delivered (Gross)
Poor
31 Mar 21
89.00
 
Poor
PM47: The number of unique hits on the Council's website www.fylde.gov.uk
Monitoring
31 Aug 21
176,678.00
 
Monitoring
PM89: Overall satisfaction with Fylde as a place to live
Meeting Target
31 Dec 18
95
 
Meeting Target
PM02: Average number of days sickness per FTE (Corporate)
Poor
30 Sep 21
7.06
 
Poor
PM05: Percentage of sickness absence as a result of long-term sickness
Poor
30 Jun 21
49.09
 
Poor
PM102: Current Operator Compliance Risk Score (traffic light)
Poor
30 Sep 21
3.0
 
Poor
PM140: Total number of online transactions made using digital services
Monitoring
30 Sep 21
9,607
 
Monitoring
PM141: Number of online transactions made independently by the customer
Monitoring
30 Sep 21
7,317
 
Monitoring
PM142: Number of online payments made independently by the customer
Meeting Target
31 Aug 20
2,607
 
Meeting Target
PM146: Percentage of Internal Audit Planned time used
Meeting Target
31 Mar 20
56.67
 
Meeting Target
PM147: Percentage of Internal Audit Plan completed
Poor
31 Mar 20
40.00
 
Poor
PM148: Percentage Internal Audit satisfaction rating (assignment level)
Meeting Target
31 Mar 20
97.67
 
Meeting Target
PM149: Percentage of agreed Internal Audit actions implemented by management
Poor
30 Sep 19
78.00
 
Poor
PM160: Number of Twitter tweets updates
Achieved
30 Jun 21
251.00
 
Achieved
PM161: Number of Facebook updates
Achieved
30 Jun 21
303.00
 
Achieved
PM162: Number of news releases, statements and letters issued
Achieved
30 Jun 21
48.00
 
Achieved
PM163: Total number of Facebook followers
Very Good
30 Jun 21
8,912.00
 
Very Good
PM164: Total number of Facebook engagement
Achieved
30 Jun 21
108,300.00
 
Achieved
PM165: Total number of Facebook reach
Achieved
30 Jun 21
1,222,500.00
 
Achieved
PM166: Total number of Twitter followers
Meeting Target
30 Jun 21
11,654.00
 
Meeting Target
PM167: Total number of Twitter impressions
Achieved
30 Jun 21
373,500.00
 
Achieved
PM168: Total number of Twitter mentions
Poor
30 Jun 21
619.00
 
Poor
PM169: Percentage of Fylde Council email newsletters viewed
Poor
30 Jun 21
48.00
 
Poor
PM49: Percentage of phone calls to 01253 658658 answered
Meeting Target
31 Jul 21
93.75
 
Meeting Target
PM64: % satisfaction with IT service overall
Meeting Target
30 Sep 21
100.0
 
Meeting Target
PM66a: Average days for processing New Claims for Housing Benefit
Very Good
30 Sep 21
8.93
 
Very Good
PM66b: Average days processing new claims for Council Tax Reduction
Needs Improvement
30 Sep 21
12.27
 
Needs Improvement
PM67a: Average days processing changes in circumstances for Housing Benefit
Meeting Target
30 Sep 21
6.63
 
Meeting Target
PM67b: Average days processing changes in circumstances for Council Tax Reduction
Very Good
30 Sep 21
4.31
 
Very Good
PM68: Proportion of Council Tax collected
Monitoring
30 Sep 21
55.46
 
Monitoring
PM69: Percentage of Business Rates, which should have been recevied, received
Monitoring
30 Sep 21
45.48
 
Monitoring
PM78: Percentage satisfaction with customer services
Very Good
31 Dec 18
87.00
 
Very Good
PM86: Percentage of FOIs responded to within the statutory deadline of 20 days
Needs Improvement
31 Jul 20
97.61
 
Needs Improvement
PM90: Satisfaction of residents agree they receive the value for money from Fylde Council
Meeting Target
31 Dec 18
78
 
Meeting Target
PM91: Satisfaction of residents overall agree taking everything into account rate Fylde Council
Meeting Target
31 Dec 18
78
 
Meeting Target
PM95: Percentage of ICT Service delivery available during core times
Meeting Target
30 Sep 21
100.00
 
Meeting Target
PM96: Percentage of customers satisfied with MOT experience
Monitoring
30 Sep 21
100.00
 
Monitoring
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0%
Planned
High
Channel business rates funding opportunities to economic development
Channel business rates funding opportunities to economic development (Outcome: Approved policy statement)
01-Apr-20
to
31-Mar-24
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0%
Planned
High
A passing loop on the South Fylde railway line
A passing loop on the South Fylde railway line - (Outcome: complete GRIP 3 Strategic Outline Business Case)
01-Apr-20
to
31-Mar-24
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0%
Planned
High
Apply the Commercial Strategy to council assets and future investment to secure best value
Apply the Commercial Strategy to council assets and future investment to secure best value (Outcome: Annual asset management plan reported to committee)
01-Apr-20
to
31-Mar-24
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0%
Planned
High
Consult with stakeholders to secure the future use of Lytham Institute
Consult with stakeholders to secure the future use of Lytham Institute in accordance with the purpose of the Trust (Outcome: Consultation completed and reported)
01-Apr-20
to
31-Mar-24
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0%
Planned
Normal
Deliver a regeneration programme for St Anneís coastal strip including sea defences
Deliver a regeneration programme for St Anneís coastal strip including sea defences (Outcome: the report from the initial work outlining the requirements and costing for the sea defence work including business displacement cost and any added public realm)
01-Apr-20
to
31-Mar-24
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0%
Planned
High
Develop an Economic Recovery Plan post Covid-19
Develop an Economic Recovery Plan post Covid-19 (Outcome: recovery plan approved and reported on)
01-Apr-20
to
31-Mar-24
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0%
Planned
Low
Develop innovative ways of using signage, including advertising, digital screens to communicate
Develop innovative ways of using signage, including advertising, digital screens to communicate with customers (Outcome: new coastal signage in place, digital screens in use and borough entrance / welcome schemes in place)
01-Apr-20
to
31-Mar-24
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0%
Planned
Low
Develop the cemetery & crematorium project to address parking, green energy efficiency LT expansion
Develop the cemetery & crematorium project to address parking, green energy efficiency long-term expansion (Outcome: a project plan is in place with time frames for delivery of the development of the facility and surrounding location)
01-Apr-20
to
31-Mar-24
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0%
Planned
Normal
Develop the Enterprise Zone through the Fylde Coast partnership attracting employment and industry
Develop the Enterprise Zone through the Fylde Coast partnership attracting employment and new industry (Outcome: Annual report against the EZ performance in terms of tenants and jobs)
01-Apr-20
to
31-Mar-24
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0%
Planned
Normal
Educate and enforce to prevent littering, fly tipping, illegal signage, dog fouling etc.
Educate and enforce to prevent littering, fly tipping, illegal signage, dog fouling and anti-social activity (Outcome: measures in place to advise and educate on litter management and enforce as / when required)
01-Apr-20
to
31-Mar-24
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0%
Planned
Normal
Enable customers to provide feedback on service at the point of delivery and improve the service
Enable customers to provide feedback on service at the point of delivery and use it to improve the service (Outcome: Review 24/7 feedback process and re-publish)
01-Apr-20
to
31-Mar-24
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0%
Planned
Normal
Explore Combined Authority options for Lancashire along with local government re-organisation
Explore Combined Authority options for Lancashire along with local government re-organisation (Outcome: Fylde position agreed at full council)
01-Apr-20
to
31-Mar-24
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0%
Planned
Normal
Explore income generating opportunities and maximise return from assets
Explore income generating opportunities and maximise return from assets in line with the commercial policy (Outcome: Revised commercial strategy that includes process for income generating proposals and asset use)
01-Apr-20
to
31-Mar-24
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0%
Planned
Low
Explore opportunities to introduce electric car charging points
Explore opportunities to introduce electric car charging points (Outcome: policy / process in place to engage with providers and include in future schemes on council owned assets where necessary / appropriate)
01-Apr-20
to
31-Mar-24
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0%
Planned
Low
Implement a code of conduct scheme for professional / multiple dog walker
Implement a code of conduct scheme for professional / multiple dog walkers (Outcome: scheme in place and offer for dog walkers to sign up)
01-Apr-20
to
31-Mar-24
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0%
Planned
Normal
Implement a zero-tolerance litter policy
Implement a zero-tolerance litter policy (Outcome - measures in place to issue FPNs if warnings unheeded)
01-Apr-20
to
31-Mar-24
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0%
Planned
Normal
Implement measures to seek grant funding, sponsorship, advertising and partnership working
Implement measures to seek grant funding, sponsorship, advertising and partnership working (Outcome: policy / process in place to explore sponsorship and advertising opportunities across all service activities)
01-Apr-20
to
31-Mar-24
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0%
Planned
Normal
Implement new toilet provision at locations based on demand and investigate income opportunities
Implement new toilet provision at locations based on demand and investigate income opportunities (Outcome: a report that outlines the history and issues of toilet provision in Fylde so that any assessment of need / demand has a framework within which to work and understanding of the longer term implications)
01-Apr-20
to
31-Mar-24
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0%
Planned
Low
Improved transport infrastructure e.g. rural bus routes, cycling lanes
Improved transport infrastructure e.g. rural bus routes, cycling lanes (Outcome: evidence of process /structures in place to engage with partners that deliver bus routes and cycle lanes)
01-Apr-20
to
31-Mar-24
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0%
Planned
Normal
In collaboration support the development of the Greater Lancashire Plan
In collaboration support the development of the Greater Lancashire Plan (Outcome: Approval of the plan with clear benefit for Fylde included)
01-Apr-20
to
31-Mar-24
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0%
Planned
Low
Promote the residentís car parking permit and simplify the offer
Promote the residentís car parking permit and simplify the offer (Outcome: evidence of campaign to support resident parking and review of the scheme carried out)
01-Apr-20
to
31-Mar-24
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0%
Planned
Normal
Provide access to council services through all possible means with focus on the most vulnerable
Provide access to council services through all possible means with particular focus on the most vulnerable (Outcome: Publication of post pandemic engagement channels)
01-Apr-20
to
31-Mar-24
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0%
Planned
High
Provide car parking to attract customers
Provide car parking to attract customers (Outcome: clean, well signed, clearly marked, easy to use / pay car parks)
01-Apr-20
to
31-Mar-24
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0%
Planned
Normal
Review all emergency plans and incorporate measures for responding to incidents
Review all emergency plans and incorporate measures for responding to incidents (Outcome: One Stop Shop for Emergency Plans and out of hours operations / support in place under designated officer)
01-Apr-20
to
31-Mar-24
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0%
Planned
Low
Review bus shelter provision and maintenance including income generating opportunities
Review bus shelter provision and maintenance including income generating opportunities (Outcome: review completed and advertising options are in place)
01-Apr-20
to
31-Mar-24
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0%
Planned
Low
Review leases and Service Level Agreements
Review leases and Service Level Agreements (Outcome: evidence / policy / process of lease review in place given the practice of reviewing leases would be ongoing)
01-Apr-20
to
31-Mar-24
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0%
Planned
High
Review motor home parking provision
Review motor home parking provision (Outcome: as above a clear plan on whether motor homes are properly accommodated or not)
01-Apr-20
to
31-Mar-24
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0%
Planned
Low
Review the Public Space Protection Orders as means of enforcement
Review the Public Space Protection Orders as means of enforcement (Outcome: this is part of the earlier objective about littering enforcement would be better wrapping enforcement into one objective with the same deadline and direction on appetite of tolerance)
01-Apr-20
to
31-Mar-24
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0%
Planned
Normal
Support the Boundary Commission with the review of Fylde for 2023
Support the Boundary Commission with the review of Fylde for 2023 (Outcome: Review signed off at council)
01-Apr-20
to
31-Mar-24
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0%
Planned
Low
Use bin stickers and vehicles to promote council services
Use bin stickers and vehicles to promote council services (Outcome: to extend advertising and sponsorship, also include key corporate messages)
01-Apr-20
to
31-Mar-24
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0%
Planned
High
Work with LCC to develop car parking options for the coastal promenades and manage overnight parking
Work with LCC to develop car parking options for the coastal promenades and manage overnight parking provision (Outcome: Agreed proposals for any provision of overnight parking / motor homes i.e. locations, facilities etc. and measure with LCC to prevent overnight parking on residential streets)
01-Apr-20
to
31-Mar-24