20160330 q3 performance outcome tables final

1
Appendix B – Key performance measures by outcome
Vulnerable adults and children get support and protection
Ref. Performance
Indicator
2014/15
baseline
2015/16
Target
Oct
Actual
Nov
Actual
Dec
Actual
YTD Q3
RAG
DOT
QTR
Benchmarking
National
London
Neighbours
Q3
Quarterly performance commentary Management action
OF.146
Average time
between a child
becoming
looked after and
being placed
with adopters
694 426 1268 713 733 R Better
Performance in November and December saw a
substantial drop compared to October, although the
indicator remains red. The reason for this is that
figures include children who have been in the system
for some time. The push for this year has been to
progress adoptions for children who have been
waiting for adopters for a number of years. Hence,
the number of adoptions so far this year is very good
but the average timescale to adoption continues to
be too high.
There is a renewed focus on permanency
planning and allocation of family finders from
second review will ensure more parallel
planning for permanency at an earlier stage for
new children entering the system. All Looked
After Children's (LAC) Care Plans and Placement
Plans are now being tracked by managers which
will promote earlier permanency including
adoption.
OF.147
Percentage of
children
becoming the
subject of a
child protection
plan for a
second or
subsequent
time
6.70% 12% 15.3% 15.2% 14.9% 14.6% R Worse
16.6%
13.8%
Hackney - 11.4%
Haringey - 22.5%
Lewisham - 11.5%
Southwark - 9.3%
DfE 2014/15
These figures have remained roughly steady across
the year in part due to the number of children with
Child Protection (CP) Plans decreasing as opposed to
their being a significant increase in the number of
children having plans for a subsequent time. The
figure still falls outside of our target – although
better than the national average.
Work will be done to understand whether these
children had plans ended too early previously or
whether in fact a different level of intervention
may be required. To understand these figures
better, we will need to look at the particular
children in this cohort and from there we can
determine any learning points for social work
teams and CP chairs.
OF.148
Referrals to
children’s social
care going on to
Child and Family
Assessment
90.5% 90% 85% 82% 89% 87.6% A Better
-
73.7%
-
Direction of travel improved in December and is now
just a percentage point away from achieving the
target. Lambeth’s performance is significantly higher
than the regional average.
OF.149
Percentage of
children subject
to Child
Protection Plans
for two or more
years
6.55% 3% 6% 5% 5% 6.1% R Better
2.3%
2.8%
Hackney - 7.9%
Haringey – 2.8%
Lewisham - 3.2%
DfE 2014/15
There has been slight improvement in performance
for this indicator since July 2015.
There has been tracking to focus on all children
with plans over two years involving managers
and CP Chairs to ensure CP Plans are being
managed appropriately. Tracking of children
with CP Plans over one year has now
commenced in order to ensure that intervention
is focused to mitigate this figure rising in the
future.
OF.150
Child & Family
Assessments
completed
within 45
working days
92.7% 95.0% 90.0% 91.0% 88.0% 90.4% A Better
81.5%
80.0%
Hackney – 45.8%
Haringey – 91.5%
Lewisham – 89.6%
Southwark – 54.8%
DfE 2014/15
A significant portion of assessments are completed
on time despite various challenges facing different
service areas. The main challenge has been the
inputting of data especially with regards to paying
particular attention to start and end dates and
signing off assessments on time. Lambeth’s
performance remains above both London and
national averages.
It is recognised that there can be delays by
managers in signing off when the assessments
have been sent to them from the social workers
in a timely manner. This is being addressed with
all managers; weekly lists are being sent to all
managers to ensure assessments are signed off
within timescales.
OF.151
Proportion of
child protection
conferences
which were
reviewed within
99.8% 100.0% 100.0% 98.0% 96.0% A Worse
94.0%
95.7%
Hackney - 92.3 %
Haringey - 60.9 %
Lambeth is performing better than national and
regional averages.
CP Chairs have been reminded of the need to
calculate the date accurately, and a ready
reckoner for calculation has been sent out to
assist them.

2
Ref. Performance
Indicator
2014/15
baseline
2015/16
Target
Oct
Actual
Nov
Actual
Dec
Actual
YTD Q3
RAG
DOT
QTR
Benchmarking
National
London
Neighbours
Q3
required
timescales
Lewisham – 91.9 %
Southwark - 100 %
DfE 2014/15
OF.152
Proportion of
looked after
children who
had their review
completed
within timescale
97.90% 100% 87% 92% 92% A Worse Data unavailable
The dip in performance for October 2015 was due to
two underperforming Independent Reviewing
Officers (IRO). One is no longer in the team and the
other has ensured her reviews are within timescale.
Reviews continue to be outside of timescale due
to late referral to the IRO Team and IRO
oversight. It is not always possible to get the
reviews back into timescale until the 3rd
Review.
The performance management of the IROs is
currently being addressed through the
supervision process.
OF.153
Timeliness from
placement
order to child
placed with
adopters
TBC 142 days Local indicator
Data unavailable
OF.154
Stability of
placements:
Proportion of
LAC in same
placement for
2+ years
69.44% 75% 62% 61% 60% R Better
-
67.9%
Croydon – 73.1%
Lewisham – 67.3%
Newham – 68.6%
LAPS 2014/5
Placement stability is key to improving outcomes for
looked after children. Some moves are positive and
are based on constructive plans for children such as
joining an adoptive family. Other moves are the
result of older children having challenging behaviour
that the carer is unable to manage.
Placement Panel has been revamped to ensure
robust decision making about all children who
move placement.
OF.155
Percentage of
children looked
after at 31
March with 3 or
more
placements
during the year
ending 31
March
14.29% 10% 17.3% 16.9% 17.2% 15.8% R Worse
-
12.0%
Hackney - 12%
Haringey - 9%
Lewisham – 13%
Southwark - 17%
LGInform 2013/4
Placement Panel scrutinises placements and
there is management oversight requiring
approval of all placement moves. A review is
underway to understand the proportion of
children for whom a change in placement is a
positive outcome and to establish where in the
child’s journey unnecessary moves occurred.
OF.156
Number of
completed CAFs
1205 1200 65 81 74 820 A Worse Unavailable
The main factor accounting for worsening
performance is due to a drop in CAFs received from
Early Intervention (EI) CAMHS. There is a twofold
reason for this. Firstly, it is partly due to the effect of
waiting times for the EI CAMHS service. The service is
managing this and the waiting time has already been
reduced. Secondly, GPs are no longer using the CAF
as a referral to access EI CAMHS. CAMHS is still
receiving referrals for this service but by a central
referral panel. There are concerns that there may be
a knock on effect on the use of CAFs to access
CAMHS by schools, this will be monitored in the next
quarter.
The CAFs from the Early Years Services remains
low and further focussed work by the heads of
MAT with all practitioners will continue. The
Senior Practitioners will be aligned to the
Children’s Centres and Schools and they will
support the use of the CAF. The CAF and
Information Sharing Training continues with an
increase in Health Visitors attending training.
OF.157
Proportion of
adult social care
clients receiving
a review
69.80% 80% 44% 46% 52% 52% R Worse Unavailable
Performance at the end of Q3 is below the target and
the main reasons are identified below:
1) There have been a number of provider failure
resulting in an increase in reassessments and
A policy is being developed to complete
telephone reviews for service users. This will
reduce the resource required to arrange and
carry out face to face visits.

3
Ref. Performance
Indicator
2014/15
baseline
2015/16
Target
Oct
Actual
Nov
Actual
Dec
Actual
YTD Q3
RAG
DOT
QTR
Benchmarking
National
London
Neighbours
Q3
safeguarding reviews of service users that have
already received a review during the year. This has
meant that resources have been diverted away from
completing scheduled reviews.
2) There has been an increase in Deprivation of
Liberty cases and these are undertaken by the
council only and not by our partner agencies. These
are complex and take a significant amount of
resource to complete.
3) The implementation of the care act and change in
eligibility criteria has resulted in us undertaking full
reassessments to meet the change in legislation.
These take longer to complete than scheduled
reviews and this has resulted in additional workload
pressures.
Following the change in eligibility criteria and
the requirement to carry out reassessments for
all service users this financial year, we will be
using standard review documentation for
service users whose needs haven’t changed in
the next financial year and this should result in
increased capacity.
OF.161
Proportion of
care leavers in
employment,
education or
training
55% 60.0% 29% 41% 21% 40% R Worse
-
58.1%
Croydon – 67.8%
Haringey - 40%
Newham – 41.4%
LAPS 2014/15
Performance in December is accounted for through a
number of care leavers whose status is not currently
recorded. These cases are currently being checked
to confirm their status, with the result that
performance is likely to improve significantly. Going
forward, staff in the care leavers’ team are also to be
trained on the correct process for recording this data
on the Framework system.
A designated EET personal adviser is now based
with the Leaving Care Service and work has
started focusing on NEET. A monitoring tool is in
place which will calculate the conversion rate of
referrals from NEET to EET. Partnerships are
being created with local business to offer
opportunities to care leavers.
OF.162
Percentage
Education,
Health and Care
Plans
completed in 20
weeks (with
valid exemption
and without
valid
exemption)
100% 100%
66%
without
VE. No
cases had
VEs
100%
without
VE. 50%
with VEs
42.8%
without
VEs. 20%
with VEs.
69.6 %
without
56.7%
with
A Worse Unavailable
This is a significant drop compared to our previous
returns. This is due to the fact that we had a large
number of plans to process during the Summer
holiday period. This meant that the assessment
process was delayed due to the fact that meetings
with schools could not be held during this period.
This had a knock on effect which is only now being
cleared.
Next summer holidays we will continue to have
meetings throughout the Summer even if
schools cannot participate. This should prevent
a back log occurring which has an effect on the
ability to meet deadlines.
OF.163
Percentage of
children who
wait less than
16 months
between
entering care
and moving in
with their
adoptive family
TBC 50% 17% 27% 25% R Better
Rigorous tracking of Legal Proceedings through
the South London Care Proceedings Project has
reduced court timescales. A renewed focus on
permanency planning and allocation of family
finders from second review will ensure more
parallel planning for permanency at an earlier
stage for new children entering the system.
More management rigour is required for
children who start to be looked after under S20
of the Children Act 89 and are not in Care
Proceedings
OF.164
Percentage of
children who
leave care as a
result of
adoption
7% 12% 7.8% 8.5% 9.5% R Better
14%
9.94%
-
Performance has seen a gradual improvement since
May 2015. Performance is dependent on courts
making adoption orders. Forthcoming cases indicate
that the target of 12% will not be reached by 31
March 2016 but will match the London average.

4
Ref. Performance
Indicator
2014/15
baseline
2015/16
Target
Oct
Actual
Nov
Actual
Dec
Actual
YTD Q3
RAG
DOT
QTR
Benchmarking
National
London
Neighbours
Q3
OF.165
Average
timescale for
children
adopted
between
placement
order and
match to an
adoptive family
430 121 307 289 289 R Better Awaiting
Historic cases in the system which have now been
finalised continue to impact on this figure. Children
who have entered care more recently will evidence
an improving picture in relation to this indicator.
Management actions include the allocation of
Family Finders at second review and exploring
all avenues of family finding for Adopters
immediately Placement Orders are made, rather
than doing this sequentially.

5
Older, disabled and vulnerable people can live independently and having control over their lives
Ref. Performance
Indicator
2014/15
baseline
2015/16
Target
Oct
Actual
Nov
Actual
Dec Actual YTD Q3
RAG
DOT
QTR
Benchmarking
National
London
Neighbours
Q3
OF.72
Proportion of
people using
social care who
receive self-
directed support
(Part 1)
83% 85% 79% 79% 82% 82.0% A Better
61.9%
69.1%
Lewisham - 69.4 %
Southwark - 71 %
LG Inform 2013/14
Performance has improved and is just 3%
below target. This is partly due to the
introduction of the FACE assessment tool and
the brokerage team notifying service users of
their indicative budget. Further improvement is
anticipated and target should be achieved by
the end of the year.
OF.73
Proportion of
people using
social care who
receive direct
payments (Part 2)
18% 24% 18% 18% 18% 18.0% R Same
19.1%
23.8%
Lewisham - 15.9%
Southwark - 29.0%
LG Inform 2013/14
There has been an increase of 52 service users
in receipt of direct payment over the past 12
months and this equates to 18% of long term
service users receiving long term care in the
community. Individual team targets have been
set to monitor the uptake of direct payments
but these haven’t been met across the board.
To improve performance individual team targets
have been set and are monitored through
performance boards. This is then reported up
through the Adult Social Care Leadership Board.
Additional performance measures have been set
to monitor the reasons why service users are
rejecting direct payments and this is discussed at
the joint delivery and commissioning meetings.
The adult social care conference that took place
in November 2015 provided briefings to staff to
ensure all have a clear understanding of how DPs
work and to ensure that direct payments are
promoted in a positive way. It is anticipated that
in the next quarter that numbers will begin to
increase as direct payments/prepaid cards
become the default option.
OF.74
Permanent
admissions to
residential and
nursing care
homes for 18-64,
per 100,000
population (Part
1)
8.9 6.7 4.4 4.4 4.9 4.9 G Worse
Inner London
average – 12.0
There have been a total of 9 admissions to
permanent residential/nursing care during
2015/16 for the 18-64 age group. Of those
admissions only 1 was for nursing care and 5
were for the physical disabilities service area.
Performance is on track to meet the year-end
target.
OF.75
Permanent
admissions to
residential and
nursing care
homes for over
65s, per 100,000
population (Part
2)
484.5 653 387.6 417.1 387.6 446.6 G Worse
Inner London
average – 576.7
Performance has met target with a total of 108
older people being admitted to permanent
residential/nursing care against a target of 116.
68% of placements were for older people with
dementia and 47% were for service users aged
85+.
Managers are sent weekly performance reports
to ensure that placement activity is monitored in
timely manner.
OF.76
Delayed
Transfers of care
from hospital,
per 100,000
population (Part
1)
5.4 5.4 7.3 7.2 7.2 R Better
9.4
7.1
Lewisham - 4.4
Southwark - 3.3
LG Inform 2014/15
There has been a reduction in the number of
social care delays; however the number of
health attributed delays remains a concern.
The main reason for this is an increase in the
number of delays for working aged adults from
SLaM. Work is underway to look at assessment
and placement processes as these are the main
reasons.
Lambeth commissioners lead on developing the
joint Best Practice Protocol for the Management
of Discharge from an NHS Bed which is being
rolled out at GSTT and both Kings sites (Denmark
Hill and Bromley). This clearly sets out the
process and steps to be taken when dealing with
patient family choice issues. Healthwatch
Lambeth were involved in developing the patient
letters and communications.

6
Ref. Performance
Indicator
2014/15
baseline
2015/16
Target
Oct
Actual
Nov
Actual
Dec Actual YTD Q3
RAG
DOT
QTR
Benchmarking
National
London
Neighbours
Q3
There will be a focus on assessment processes
for both timeliness and detail. This includes a
review of the continuing health care assessment
process and use of extra care flats for a
‘discharge to assess’ pilot.
OF.77
Percentage of
people who use
adult social care
services who
have improved
overall control
over their daily
life
95%
Sustain
performance
against
baseline
92% 91% 89% 91% G Local indicator
Data for this indicator is derived from the
LASCOM (Lambeth Adult Social Care Outcome
Measures) questionnaire. Information from this
is used to monitor trends only and targets
aren't formally set.
OF.80
Proportion of
adults with
learning
disabilities in paid
employment
2.90% 4% 2% 2% 2% 2% R Same
6.0%
8.0%
Lewisham - 10.3%
Southwark - 4.3 %
LG Inform 2014/15
Performance has remained the static during
the year and an additional 5 people are
required to meet target.
In October 2015, following a comprehensive
commissioning process, council officers invited
organisations to submit proposals to re-open the
Phoenix House canteen for staff. Suppliers were
asked to provide bids using a supported
employment model that would ensure staff
employed in the canteen, were local residents
and had learning difficulties or disabilities.
Supported Employment has been successfully
used for decades as a personalised model for
supporting people with significant disabilities to
secure and retain paid employment. These staff
would receive training and support that ensured
that they achieved sustainable long-term
employment.
Despite holding soft market events for potential
suppliers, the council did not receive any
submissions. Feedback from the organisations
was that the canteen was not financially viable
due to the lack of cooking facilities on site.
The Camden Society have since approached the
council to provide a trolley catering service for
Phoenix House employees, using their existing
Platform 1 café at Clapham Junction as a base.
This solution can be seen as providing a useful
service to staff and importantly the trolley
service would also provide one supported
employment opportunity for a young Lambeth
resident with learning difficulties or disabilities
(LDD).
In the long term this project will help the council
decide on the catering offer in the ‘Your new
Town Hall’ development. It will also pilot
supported employment opportunities for local

7
Ref. Performance
Indicator
2014/15
baseline
2015/16
Target
Oct
Actual
Nov
Actual
Dec Actual YTD Q3
RAG
DOT
QTR
Benchmarking
National
London
Neighbours
Q3
young people and feed into the council’s wider
research on developing a social enterprise
infrastructure that can develop and facilitate
supported employment opportunities for
Lambeth residents who need the extra support
to get into work.
The Camden Society are ready to start the
project as soon as the council has given due
diligence to the process involved in signing off
this decision and the ‘Service Level Agreement’
has been signed. Once this is in place, officers
will need to develop a marketing strategy for
staff and Camden Society will need to recruit the
employee. We hope to have the service to be in
place by April 2016.
OF.81
Delayed
Transfers of care
from hospital,
and those which
are attributable
to adult social
care per 100,000
population (Part
2)
1.8 2 2.7 2.7 2.7 R Same
-
2.5
Lewisham - 2.1
Southwark - 0.9
LG Inform 2014/15
The number of delays due to adult social care
have remained lower than NHS delays and
performance is slightly worse than the target
set. The main reason for social care delays
were due to nursing care placements and care
packages in the home. Work is underway to
look at assessment and placement processes as
these are the main reasons.
OF.82
Has the care and
support you
receive changed
your quality of
life overall?
86%
Sustain
performance
against
baseline
83% 84% 79% 83.0% G Same Local indicator
Data for this indicator is derived from the
LASCOM (Lambeth Adult Social Care Outcome
Measures) questionnaire. Information from this
is used to monitor trends only and targets
aren't formally set.
OF.83
Proportion of
carers receiving a
needs
assessment or
review, a specific
carers service, or
advice and
information
60.60% 40% 21% 27% 33% 33.0% G Better Inner London – 29.7
Performance is on target to meet the year-end
target. The number of carers assessments
completed has increased from the same
position last year. All teams have set individual
targets and these are reported through the
performance boards.
OF.84
Planned moves
within the
Vulnerable Adults
Pathway
(reduction in
evictions and
abandonments)
77% 80% 84% 80.0% G Local indicator
There is improved performance from large
hostels in planned moves and avoiding
evictions, although planned offender move-on
is still below target. Supported housing patches
showing significant increase in both number
and percentage of planned moves. The
indicator is now on target for the year.
Work with offender services and large hostels to
decrease unplanned move on will continue.
OF.85
Proportion of
adults with
learning
disabilities who
live in their own
64.4% 66% 62% 62% 62% 62% A Same
-
69.6%
Lewisham - 75.5%
Southwark - 71.8%
Performance is just below the target and below
the outturn of 2014/15. Exception reports are
issued to managers to ensure that the correct
tenure type is recorded in the system. It is
hoped the new extra care housing scheme will

8
Ref. Performance
Indicator
2014/15
baseline
2015/16
Target
Oct
Actual
Nov
Actual
Dec Actual YTD Q3
RAG
DOT
QTR
Benchmarking
National
London
Neighbours
Q3
home or with
their family
LG Inform 2014/15 provide opportunities for adults with learning
disabilities to move from unsettled
accommodation.

9
Crime reduces
Ref. Performance
Indicator
2014/15
baseline
2015/16
Target
Oct
Actual
Nov
Actual
Dec Actual YTD Q3
RAG
DOT
QTR
Benchmarking
National
London
Neighbours
Q3
OF.47
Repeat incidents
of domestic
violence reported
by those victims
who are
managed by a
MARAC
20% 20% 19.0% 20.0% 20.0% 20.0% G Same
-
-
Croydon – 13%
Hackney – 14%
Tower Hamlets – 23%
LAPS 2015
In the last 12 months (January-December 2015)
the MARAC saw a total of 398 cases and 79
repeats which is a 20% repeat rate. This is an
improvement of 6% points compared to the same
time last year.
OF.48
Reduction in
levels of risk for
victims of VAWG
engaged with
GAIA
TBC 35% 42.0% G Better Local indicator
Performance for quarter 2 was 37% against a
target of 35%. This represents a slight increase in
performance from quarter 1, and remains on
target for the year. In Q1, there was concern that
the introduction of the Mayor's DV advocacy
service could lead to victims falling through the
cracks. However, this has not affected
performance data although the impact continues
to be monitored.
OF.49
Number of
people on Gangs
matrix
133 55 27 G Same Local indicator
The number of gang members recorded on the
2013/14 Lambeth Gangs Matrix has reduced by 96
(-72%) from the baseline of 133, as at September
2015. 37 remain on the matrix. 18 are subject to
custodial sentences and 78 have affected a
positive exit. A positive exit will relate to the
cessation of problematic and criminal behaviour
and the absence of intelligence related to gang
involvement. For many, this will be through access
to new support networks, training or employment
opportunities. There has been similar reductions
in the number of gang members in the 2014/15
cohort (-66%) and 2015/16 cohort (-37%).

10
People are healthier for longer
Ref. Performance
Indicator
2014/15
baseline
2015/16
Target
Oct
Actual
Nov
Actual
Dec Actual YTD Q3
RAG
DOT
QTR
Benchmarking
National
London
Neighbours
Q3
OF.104
Number of
eligible adults
(aged 40 - 74
and without pre-
existing long-
term conditions)
who have
received an NHS
Health Check
28.14%
(gap of
20.7%)
Narrow the
gap between
Lambeth
and the
London
average
17.7%
(Q3)
R Better
Data errors affecting Q1 performance now
rectified. Performance will continue to be
monitored to ensure ongoing improvements
are embedded.
OF.105
Number of
people in drug or
alcohol
treatment who
were retained
for 12 weeks or
more, or
completed
treatment
1404
Increase
from
2014/15
1397 (Aug) 1397 (Sept) 1397 A Worse
Performance is marginally off target and stable,
showing efficient use of available capacity.
Data is provided three months in arrears.
OF.106
Successful
completions
from drug
treatment –
opiates
8.30%
Better than
Local
Comparators
7.89% 7.14% 7.1% A Worse
7.8
9.0
Hackney - 8.9
Haringey - 9.3
Lewisham - 11.6
Southwark - 6.0
Current worsening trend in performance may
be partly attributable to an identified data
input error in a large provider.
Remedial action has been taken and should be
reflected in next report.
OF.107
Successful
completions
from drug
treatment – non
opiates
34.10%
Better than
Local
Comparators
39.02% 41.40% 41.4% A Better
37.2
37.7
Hackney - 31.1
Haringey - 35.2
Lewisham - 50.1
Southwark - 34.2
Performance will continue to be monitored
through provider forum and individual contract
monitoring to ensure positive direction of
travel is maintained.
OF.108
Proportion of
drug treatment
clients with no
record of
completing a
course of HBV
vaccinations as a
proportion of all
eligible clients
79.70%
Reduce from
2014/15
81.1% (Q2) A Worse
Local indicator Provider asked to bring forward remedial plan
to address apparent decline in screening and
vaccination rates, which will be monitored via
contract review process.

11
Lambeth residents have more opportunities for better quality homes
Ref. Performance
Indicator
2014/15
baseline
2015/16
Target
Oct
Actual
Nov
Actual
Dec Actual YTD Q3
RAG
DOT
QTR
Benchmarking
National
London
Neighbours
Q3
OF.59
Number of
households where
major aids and
adaptations are
delivered
216 200 29 12 18 177 G Better Local indicator
The direction of travel is slightly better than this
time last year. This is mainly due to some
procedural changes to improve the service.
Further changes to improve the service are
being planned for February 2016 which should
enable the overall target to be exceeded
In December 2015 the service was able to obtain
a waiver from the procurement Board and
Director to enable to the continued use of the
three framework contractors for bathroom
adaptations. The re- procurement process has
started and will be completed with the new
contractors in place by 1/7/2016. Any delays to
the re-procurement will have some impact in Q2
but a major impact Q3 and Q4 in 2016/17 and
therefore overall performance in 2016/27
OF.60
Number of new
affordable housing
units delivered
859 285 0 0 0 G Same
_
_
Lewisham - 728
Southwark 1154
Two schemes scheduled to complete by the end
of December will now complete in the final
quarter. The target of 285 is expected to be
achieved by the end of the year.
OF.63
Number of new
private sector
tenancies created
as a prevention of
homelessness
270 660 25 44 46 357 R Worse Local indicator
Performance is down by 12% in Q3 nonetheless
115 new permanent homes in the private rented
sector were created for families threatened with
homelessness who would otherwise have made
a homeless application and been accepted as
homeless (see OF.67). Lambeth reported
highest performance in London for this
prevention measure in Q2, 131 new homes.
1. The annual target remains very challenging in
the context of a competitive, high rent, local and
London market.
2. Private sector procurement plays a key role in
the Temporary Accommodation Reduction Pan
and is monitored monthly at the Temporary
Accommodation Reduction Plan meetings.
OF.64
Number of Lambeth
Council homes
brought up to LHS
standard in-year
2696 2,100 1028 2428 G Better Local indicator
Productivity in quarter 3 of the 2015/16 capital
programme has been high, with a further 1,028
homes brought up to the Lambeth Housing
Standard (LHS) by the end of December. The
completed works have now exceeded the annual
target that we set at the start of the year and we
expect to be able to revise our annual target for
2015/16 upward to 5,000+ properties. This
should be agreed for quarter 4 (end of year).
During the first 4 years of the programme (2012-
2016), we will have brought 14,723 homes to the
LHS standard, which included 12,025 to the
Decent Homes Standard (DHS) standard.
Although there remain a number of challenges in
delivering the LHS programme, a large number
of improvements have been made, including:
> New internal audit process to increase
Lambeth’s ability to collect income from
leaseholders. Interim bills have been issued to
leaseholders across entire program and final
Section 20 bills have been issued across the
program, with the exception of four schemes
within the North and Central areas that are
undergoing further diligence checks and should
We will continue to improve our management of
the capital programme to ensure that Lambeth
citizens receive the best outcomes that we meet
the GLA requirements to make 2,125 homes
decent and honour the commitments made to
stakeholders in communications.
Our mid-term review of the LHS programme
indicates that 6,860 homes will be brought up to
LHS standards which includes 3,864 homes
brought up to DHS standards during 2015/16.
We are now revising the quarterly targets
against the remaining 15/16 programme. Our
final targets for 2016/17 are dependent on the
agreed budget which will be set in the 2016/17
budget cycle.
As GLA funding to bring housing stock up to DHS
ends in 2015/16, it is also recommended that we
only report on LHS from April 2016. DHS
includes mostly internal elements, plus roofs and
windows, and is a subset of LHS which also
includes improvements to external elements,
insulation, drainage, CCTV/ door entry etc.

12
Ref. Performance
Indicator
2014/15
baseline
2015/16
Target
Oct
Actual
Nov
Actual
Dec Actual YTD Q3
RAG
DOT
QTR
Benchmarking
National
London
Neighbours
Q3
be issued in October 2015.
> Lambeth have engaged an independent
leaseholder expert to support delivery of the
Major Works Action Plan.
> A borough-wide communication strategy
across the entire program has been agreed and
is being delivered.
> Technical Inspectors have been employed to
implement GLA audit recommendations
regarding quality control.
> Suppliers for Mechanical and Electrical works
on the programme have submitted tenders
which are now undergoing validation.
OF.66
Number of
households where
homelessness is
prevented
1263 1,300 99 132 135 1049 G Better
-
847
Hackney - 838
Lewisham - 764
Southwark - 1788
LG Inform 2015
For the second consecutive quarter sustained
levels of high homeless prevention and relief
performance is reported. Performance is
contributing to reductions in new levels of
demand for temporary accommodation,
homeless acceptance levels (OF.67), and
temporary accommodation occupation levels
(OF.65). In Q2 Lambeth reported second highest
prevention performance in Inner London
(including Croydon).
1. At the end of Q3 performance is above target
for the time of year and is on course to deliver
the 2015/16 target.
OF.67
Number of
homelessness
acceptances
504 <700 63 52 40 387 G Better
-
547
Hackney - 902
Lewisham - 769
Southwark - 857
LG Inform 2015
Performance at the end of Q3 is well within
target for the time of year and is on course to
deliver the annual target. 4,700 households
were accepted as homeless in London in Q2.
Lambeth reported 5th lowest homeless
acceptance levels in Inner London including
Croydon.
The Temp to Settled Scheme (reported in OF.63)
is reducing temporary accommodation
occupation levels (OF.65) and homeless
acceptance levels (see OF.65). High levels of
homeless prevention actions (see OF.66) are
reducing new quarterly demand for temporary
accommodation.
OF.68
Number of
households in
nightly charged
accommodation
(B&B Hotels and
Annexes)
791 <700 794 802 800 N / A R Better
-
487
Hackney – 497
Southwark - 231
Lewisham – 471
(DCLG Q1 2015)
Performance has improved since the Q2 report
and every effort is made to minimise use of B&B
Hotels and B&B Annexes. It should be noted
that in the absence of old style leased properties
for use as temporary accommodation many
London councils are forced to rely on self-
contained B&B Annexe accommodation for
families. Use of B&B Annexe accommodation
contributes to good performance reported in
OF.69.
1. There is a Temporary Accommodation
Reduction Plan in place that is monitored at
fortnightly meetings. The transfer of families out
of BB Annexes and into permanent homes in the
private sector is monitored at those meetings
and remains a high priority.
2. The Temp to Settled Programme ensures that
use of B&B Annexes is minimised by quickly
matching families with homes in the private
rented sector.
3. Also helping to reduce occupation levels is a
programme of work in place to contact
households newly placed in temporary
accommodation to encourage then to move out
into private rented accommodation or return to
family/friends, where possible, with the reward
of priority housing (B&B).
OF.69
Number of families
in shared Bed and
2 0 0 0 1 R Better
-
14.4
Tower Hamlets – 174
Performance has improved since the Q3 report
when there were 13 families in shared B&B for
6+ weeks. At the end of Q3 there was 1 family
1. The transfer of families out of Shared B&B
and into more suitable accommodation is
monitored weekly and is a high priority.

13
Ref. Performance
Indicator
2014/15
baseline
2015/16
Target
Oct
Actual
Nov
Actual
Dec Actual YTD Q3
RAG
DOT
QTR
Benchmarking
National
London
Neighbours
Q3
Breakfast hotels for
over 6 weeks
Southwark – 0
Lewisham - 0
(DCLG Q1 2015)
in Shared B&B 6+ weeks and that family
transferred on 05/01/2016 to more suitable
accommodation. Lambeth reports good
performance for this measure in the London
context. At the end of Q2, highest levels for this
measure in London were reported by Croydon,
117 families in Shared B&B 6+ weeks; Tower
Hamlets 106 households; and Harrow 68.
OF.70
Number of private
sector empty
dwellings brought
back to use through
intervention
This PI is still underperforming. Actual number
of properties returned to use in Q3 is 17, which
is 79% of the cumulative Year to Date
target. Work is ongoing to develop a more
effective working relationship and information
exchange protocols with Housing advice services
to improve take up of empty property grant
funding. We are balancing the work with more
enforcement action against the owners of
properties that are causing a nuisance and blight
on neighbourhood properties as well as the local
community.
We have established information exchange
protocols with Housing Advice services to
improve the take up of Council nominated
tenants and empty property grant
funding. However, the take up of grants remains
low as the conditions attached to the funding is
not attractive in the current local rental market
conditions. Have identified 5 properties where
we will be implementing compulsory purchase
actions. However the timeline for completion
means these will not be completed until
2016/17. There are 2 grant cases which have
now been completed and scheduled for letting
to Council nominated tenants in Q4.
OF.71
Percentage of
housing
management
provider KPIs that
achieve target
50% 90% 67% R Better Local indicator
Of the 36 housing management indicators
reported for this quarter, 24 exceeded target
(green RAG status) and a further 7 were very
close to target (amber status). Taken together,
the green and amber measures account for
nearly 90 per cent of all the measures reported
for quarter 3.
However, because indicator OF.71 takes account
only of the green measures and gives no credit
for the ambers, this indicator as reported in the
corporate digest this quarter appears as red.
Looking across housing management,
performance has been especially strong for the
repairs service:
> repairs completed right first time no longer
appears as red and is on a continuing upward
trajectory of improvement, with performance
having now increased every month since
September.
> average time to complete a repair has been
consistently strong since August, with average
repair times down to just over 8 days against a
target of 12 days
> the percentage of repairs overdue was
reduced to zero at the beginning of quarter 2
Section 20 Collection
Changes to the scheduling of the Lambeth
Housing Standard (LHS) programme have meant
the billing and subsequent collection of the
Section 20 service charges have taken place later
than planned. The majority of the LHS
programme will not be on site before the end of
January, so we will be placing the emphasis on
prompt and timely billing and collection from
then onwards.
We are actively chasing debts on Northgate.
Three final accounts for capital works were
raised in December and January 2016 so the
team will be able to actively chase that debt
from the end of February 2016
Percentage of complaints escalated to review
and percentage of review stage complaints
upheld
A programme of remedial action to reduce the
number of complaints escalations, and
consequently the number of complaints upheld
began on 1 October. This programme focusses
on early interventions and early resolution, and
we are confident that this will significantly
improve performance on these measures.

14
Ref. Performance
Indicator
2014/15
baseline
2015/16
Target
Oct
Actual
Nov
Actual
Dec Actual YTD Q3
RAG
DOT
QTR
Benchmarking
National
London
Neighbours
Q3
and that performance has been maintained
throughout quarter 3.
Performance on empty homes has also improved
over the last quarter, and the measure no longer
has a red RAG status. Empty home numbers
improved enough to meet the agreed target in
November. Since then have increased by a very
small amount to end the quarter just outside the
target (with amber status), with a total of 162
vacant homes against a target of 157.
Performance on rent collection also remains very
strong, with all four rent collection measures
exceeding target despite the challenges
presented by welfare reform. This is in large part
due to the very innovative work done by the
central income team and the dedicated welfare
reform that they have set up.
The two service areas where measures continue
to appear with a red RAG status are Section 20
service charge collection and complaints
management. The management actions to
address these two areas are set out in the next
column.
However, the nature of the council’s complaints
policy means that there will be some delay
between implementing the policy and seeing the
benefits in the performance measures. That is
because the policy allows customers up to six
months to escalate a complaint and so the
complaints that were dealt with over much of
the last quarter originated before October start
date of the remedial action. We expect the
benefits of the new approach to become visible
throughout Q4.

15
People achieve financial security
Ref. Performance
Indicator
2014/15
baseline
2015/16
Target
Oct
Actual
Nov
Actual
Dec Actual YTD Q3
RAG
DOT
QTR
Benchmarking
National
London
Neighbours
Q3
OF.89
Proportion of all
households in arrears
with their Council
Tax payments
13.50%
Reduce
from
2014/15
12.40% 11.50% 12.00% 12.0% G Better Local indicator
Performance against this indicator remains stable No major issues and constantly being monitored
via contract
OF.91
Proportion of
residents referred to
the Lambeth Advice
Network that have
been supported to
resolve a benefits,
housing or debt issue
New 60% 60% G Better Local indicator
Outcomes from the four Lambeth Advice Network
providers have increased in the last quarter as
many open cases are resolved. This figure is also
expected to be an under-representation of the
actual performance as one of the providers was not
accurately recording successful outcomes for the
first two quarters.
OF.92
Number of multiple
debtors (to the
council)
1898
Decrease
from
2014/15
2620 2630 2595 A Better Local indicator
The number of multiple debtors has decreased
over this quarter but still remains above the
baseline. This is the number of accounts that are in
arrears for Council tax and council rent of at least
£100 in each. We expect the number to decline
over the year as Council Tax and other debts are
settled or payment plans agreed.
A project to support people who receive a
summons for non-payment of Council Tax began
in October. This offers residents receiving a
summons the opportunity to engage with Advising
London, a local charity, to work out a payment
plan for the Council Tax and also to look at wider
budgeting and debt issues. Residents engaging
with the project will avoid getting into further
debt and incurring further court costs. Early
indications are that the number of people
engaging with this support is low, so we are
reviewing the methods used to encourage people
to engage with Advising London. This meeting is
scheduled for 9 February.
Officers involved in the collection of rents, Council
Tax and financial resilience are meeting on 16
February to discuss further, with
recommendations being taken to the Financial
Resilience Cabinet Sub-group on 1 March.
OF.93
Number of Every
Pound Counts clients
supported to achieve
benefit gains
1800 1800 1190 A Better Local indicator
In the last quarter 435 residents were supported to
achieve benefit gains in cases which were closed.
This was an increase compared to 337 in the
previous quarter. The speed at which clients can be
supported to achieve benefit gains is largely
outside of the control of EPC as it is dependent on
how quickly DWP respond to benefit applications,
appeals and requests for review.

16
All young people have the opportunity to achieve their ambitions
Ref. Performance
Indicator
2014/15
baseline
2015/16
Target
Oct Actual Nov
Actual
Dec Actual YTD Q3
RAG
DOT
QTR
Benchmarking
National
London
Neighbours
Q3
OF.07
Percentage of
children’s centres
judged good or better
in Ofsted inspections
89% 90% 100.0% 100.0% 100.0% 100.0% G Same Data unavailable
There have been no Ofsted inspections of
children's centres in Q3 2015. The government
is currently undertaking a review of children's
centres.
none
OF.14
Percentage of schools
judged good or better
in Ofsted inspections
86% 90% 91% 91% 92% 92% G Better
-
85%
-
Performance has improved in Quarter 3 as a
primary school was inspected in December
2015 and removed from the category 'requires
improvement' and is now judged 'good'
overall.
OF.16
Percentage of young
people in suitable
education, training or
employment at the end
of their YOS
intervention
80.3% 80.0%
61% (as
at Sept
2015)
R Worse
Recent data
unavailable
As at September 2015, the number of YOS
clients in EET was 61%. This is a reduction of
9% points compared with the last quarter. The
overall target for ETE in the YOS has been
raised to 80% and performance is currently at
61% overall, 77% for school-aged and only
66% for above school age young people.
To raise performance, a regular monthly
monitor of NEET young people is produced
with targeted intervention for the relevant
young people and their parents by the two
workers in the YOS that work on EET issues.
Service provision for the difficult to reach
post-16 NEET cohort is being expanded.
OF.17
Rate of permanent
exclusions from school
0.04% 0.10%
0.03% (12
exclusions)
0.01% (7
exclusion
s)
0.01% (6
exclusions)
0.12%
(45
exclusio
ns)
G Same
0.07%
0.07%
Hackney - 0.1%
Haringey - 0.1%
Lewisham - 0.13%
Southwark - 0.05%
LG Inform 2015
Percentages based on pupil population of
35470 per R&S. Three permanent exclusions
avoided within this period by undertaking
Managed Transfers.
Managed Transfers to continue to be utilised
where apt in order to reduce the number of
exclusions.

17
People have the skills to find work
Ref. Performance Indicator 2014/15
baseline
2015/16
Target
Oct
Actual
Nov
Actual
Dec Actual YTD Q3
RAG
DOT
QTR
Benchmarking
National
London
Neighbours
Q3
OF.13
Percentage of young
People in cohort years
12-14 who are not in
Education, Training or
Employment (NEET)
3.10% 2.10% 2.04% 1.75% 1.98% 3.50% G Better
4.8%
3.4%
Hackney - 3.5%
Haringey - 3.0%
Lewisham - 3.5%
Southwark - 2.0%
LG Inform
2014/15
The variation for quarter 2 and quarter 3 is
always around destinations unknown at this
specific time of year (we have many leavers who
have not specified destination (March to June).
In quarter 3, the council undertakes September
guarantee place significant chasing of offer
measures – this tracks down all young people to
ensure that they have an offer in education or
training (apprenticeship). We cross check all
London all schools leaver destinations and cross
check with all schools and college enrolment
data to ensure that young people have arrived at
destination. This full chasing (September
Guarantee) is tied up usually by end of
September (but usually mid-October) hence
sharp decrease in numbers of NEETs (our Q3 to
the end of September). Lambeth's has the 2nd
lowest number of NEET's across the 7 other
London boroughs that make up the London
Partnership.
OF.114
Number of unemployed
residents with barriers to
progression that are
supported into work
through Lambeth
Working
372 375 41 54 22 255 A Better Local indicator
2015-16 targets were profiled using 14-15
performance figures as a baseline; the labour
market is however more buoyant than 12
months ago with the number of economically
active, but unemployed people reducing
significantly; and the JSA claimant count
dropping from 3% (October 14) to 2.5% (October
15). Lambeth Working has noted numbers of job-
ready candidates being referred for job roles has
reduced, with a more 'hands-on' approach to
candidate engagement, and job preparation such
as development of soft skills and additional
training necessary in order to progress those
with barriers into employment. As the Lambeth
Working team approaches full capacity
performance is anticipated to continue to
increase in Q4. December is a typically quiet
month for recruitment but indicative figures for
January demonstrate strong performance,
particularly in the recruitment of Lambeth
residents into construction.
In response to changes in the labour market
and decreasing JSA registers, two Link Worker
posts have been created for recruitment in
Q4 from existing NHB funds to support the
delivery of a more intensive candidate facing
employment support service. A
communications /engagement plan targeting
unemployed residents not already accessing
services such as JCP or third sector provision
is in development, with a focus on
partnership working with Lambeth RSLs for
resident engagement.
OF.120
Number of employers
supported to employ
through Lambeth
Working
Lambeth Working is taking a pan-team holistic
approach to employer contact and only counting
each employer once against this performance
indicator, regardless of how many times they
recruit through the brokerage. The impact of this
is particularly significant in construction, where
developers/contractors may be on site for a
Delivery against this particular indicator has
been in some part impacted by the delayed
recruitment to NHB posts, particularly in
apprenticeships where planned activity
around engagement of BID businesses in
work-based learning (apprenticeships and
traineeships) has been pushed back to 2016-

18
baseline
2015/16
Target
Oct
Actual
Nov
Actual
Dec Actual YTD Q3
RAG
DOT
QTR
Benchmarking
National
London
Neighbours
Q3
period of years and recruit multiple residents on
multiple occasions; however they are only
counted against this target once. The direction of
travel for the brokerage is to establish and
maintain exclusive relationships with employers
through an account management function,
encouraging employers such as Pret a Manger
and Premier Inn to use Lambeth Working
exclusively to recruit for their vacancies on an
ongoing basis.
17. It is however proposed that this target be
reviewed in 2016-17; as the current high
target for employer engagement is counter-
productive to the development of long term,
exclusive relationships with employers by
Lambeth Working. In terms of effective
resource management, repeat business from
employers should be encouraged through
delivery of an employer account
management function, with the desired
outcome being the recruitment of higher
numbers of residents into a proportionately
smaller number of employers.
OF.121
Number of Lambeth
residents supported into
employment through the
tri-borough Pathways to
Employment programme
2
(3
months)
The
annual
target for
this is
currently
37. This
will
increase
from Dec
30 R Same Local indicator
Phase One of Pathways to Employment is now
closed. The 30 job starts that were achieved
were less than the target of 37 in Lambeth, and
this was largely due to a lower number of
participants being referred to the programme.
Phase Two is due to start in January 2016 subject
to final negotiations about European Social Fund
with London Councils.

19
Lambeth plays a strong role in London’s economy
baseline
2015/16
Target
Oct
Actual
Nov
Actual
Dec Actual YTD Q3
RAG
DOT
QTR
Benchmarking
National
London
Neighbours
Q3
OF.55
Major applications
determined within 13
weeks or in accordance
with Planning
Performance Agreement
88.30% 85% 100% 100% 100% 98% G Better
77%
77%
Hackney - 71%
Haringey - 100%
Lewisham - 90%
Southwark - 85%
LG Inform 2015
The development management team’s
performance in terms of major applications
continues to be high with 100% of these strategic
developments being determined within the
agreed time-frame.
Continue to ensure that all major applications
are determined within 13 weeks or the
timeframe specified in the PPA. Continue to
promote use of our PPA service to applicants to
assist with this.
OF.56
Minor & Other planning
applications determined
within 8 weeks
74.71% 75% 81% 88% 91% 85% G Better
77%
69%
Hackney - 74%
Haringey - 77%
Lewisham - 74%
Southwark - 83%
LG Inform 2015
Performance in terms of determining small and
medium sized applications continues to improve,
there has been a month by month increase over
Q3 and the YTD is currently higher than the two
previous years.
Work further to reducing the number of minor
and other applications which are not
determined within 8 weeks.
OF.57 Annual S106 spend is met 111.00% 90% 8% NA 28% 36% A Worse Local indicator
Q3 saw Section 106 expenditure draw down of
over £1.9 million, taking expenditure in year to
36% against total profiled expenditure. However,
much of this expenditure was transfer to TfL for
Northern Line Extension Payment, and other
works. Actual expenditure draw downs on
Council led projects remains low, against profile
expenditure. Expenditure in Q4 expected to
increase, as service areas seek to undertake
drawdowns for 2015/16. In addition, additional
Section 106 allocations progressed through Sept
and Dec AMIG and AMCAP Meetings.
AIMG request for relevant Directors to provide
position statement where Section 106 draw
downs are falling behind projected spend,
remedial action to be taken to address this.
First AIMG officer sub group regarding
Infrastructure provision and Section 106 and
CIL allocation and spend will take place in early
2016.

20
People live in, work in and visit our vibrant and creative town centres
baseline
2015/16
Target
Oct
Actual
Nov
Actual
Dec Actual YTD Q3
RAG
DOT
QTR
Benchmarking
National
London
Neighbours
Q3
OF.130
Visitor numbers in
libraries
1,371,998
Increase
by 3%
140,057 119,993 103,180 1,104,913 G Same Not available
This is a 12% increase on the Q3 performance for
2014-15. Overall this is a 5% increase to date on
last year. In 2014-15 only two library authorities in
England, Scotland and Wales had an increase
across the three indicators of visits, memberships
and issues. These were Lambeth and Manchester.
This year's performance is building on last year's
high level of improvement.
Continue to deliver the annual library and
archives plan and deliver on its targets to
maintain strong performance
OF.134
Miles of carriageways
and footways resurfaced
28 miles 30 miles 23 miles G Same Local indicator
The indicator is on target to be achieved.

21
People take greater responsibility for their neighbourhoods
baseline
2015/16
Target
Oct
Actual
Nov
Actual
Dec Actual YTD Q2
RA
G
DOT
QTR
Benchmarking
National
London
Neighbours
Q2
OF.142
Number of reported fly
tipping incidents (no. of
FlyCapture reports)
4056 5000 694 767 820 4690 R Worse
-
2865
Southwark – 6396
Lewisham – 1687
Croydon – 4640
(LG Inform 2014)
As at December 2015, there had been a total of
4,690 reported incidents of fly tipping, which
equates to a monthly average of 521 reported
incidences. This is above both the 2014/15
baseline and the target for 2015/16. Apparent
reductions in May and June reflect reporting
changes and 3 day SLA. A new fly pending report
introduced in July is beginning to capture the
underlying trend and as a result, numbers have
increased. The number of reports are also
influenced by excess waste/side waste and flats
above shops issues.
Following the service changes in April 15
a number of behaviour change initiatives
were implemented to better control the
illegal dumping of waste.
Veolia are re-modelling service provision
which may offer opportunities to
improve removal of fly-tipped waste.
OF.144
Number of people killed or
seriously injured in road
traffic accidents
98 105 11 11 TBC 57 G Worse
-
66
Southwark – 69
Lewisham – 63
Hackney – 60
(LAPS 2014)
The data entered is for July and August 2015 as
data is now being received 4- 5 months in arrears
from Transport for London and there has been a
delay in TfL releasing data for December (this
should be available end February).It is hoped that
the KSI rate in the borough will continue to fall
this year although London-wide data shows that
falls in accident rates is slowing and it is likely that
any reduction this year will be less dramatic than
in previous years. The borough met its 2020
target, set by the Mayor, of reducing KSIs by 40%,
working from a 2005-2009 baseline, last year. The
Mayor has now set a new more ambitious target
of a 50% reduction which gives the borough a
new target of 88 to reach by 2020.
An Insight Study has been commissioned
to profile motorcyclists in the borough
involved in serious or fatal accidents to
inform future campaigns and initiatives -
motorcyclists form a large proportion of
those involved in serious accidents in
the borough. Further analysis of
vulnerable groups in also being
undertaken this quarter.
OF.145
Number of blue badge
prosecutions
New
150
prosecutions
44 122 G Better Local indicator
Against a pro-rata target of 37.5 cases for the
quarter we have achieved 44 which reflects the
excellent performance of the unit and the
continuing high level of misuse of blue badges.
Councils in England took legal action against 985
people in 2014-15 compared with 535 the year
before. Thefts of badges have also risen with
2,056 cases, compared with 1,756 the year
before. Figures just released by DfT show
Lambeth had the 5th highest number of
prosecutions for blue badge misuse in 2014-15,
the third highest in London.
Work is now taking place with the
Environmental Services performance
and development team to publicise the
work of the team and to raise awareness
among the general public of the
penalties associated with proven
misuse.

22
People lead environmentally sustainable lives
baseline
2015/16
Target
Oct
Actual
Nov
Actual
Dec Actual YTD Q2
RAG
DOT
QTR
Benchmarking
National
London
Neighbours
Q2
OF.124
Percentage of municipal
waste that is recycled (EU
option 4)
45% 48% 44.49% A Same Unavailable
Performance is currently below target and has
remained broadly the same compared to Q2.
The phase 3 waste strategy is currently
under development to take recycling to
the next level. The strategy is building
on data and experience from across
London on what works. A trial of
wheeled bins is underway in the Herne
Hill area and the results will inform the
future service configuration.
OF.125
Kerbside households –
waste sent for reuse,
recycling or composting
38% 39% 37.87% 37.47% 38.02% 37.27% A Better Unavailable
Kerbside recycling performance in December
improved from preceding months. However, despite
our ambition for people to recycle more, as at
December 2015, our YTD kerbside recycling rate is
37.27%, below our 2014/15 baseline of 38.40%.
As above
OF.126
Estate households –
waste sent for reuse,
recycling or composting
19.50% 20% 20.60% 19.94% 20.86% 19.92% G Better Unavailable
Since September 2015, the monthly percentage of
estate waste sent for recycling has consistently been
above target, reflected in the YTD figure of 19.92%
which is above the target of 19.50%.
It is important to note that Lambeth experience
many of the same issues as other boroughs and is
place in the middle for performance compared to
other London boroughs.
Work is underway with Housing
colleagues to develop the next push on
recycling on estates.
OF.127
Household waste that is
sent for reuse, recycling
or composting (NI192)
30.32% 30% 30.56% G Better
43.5%
35.4%
Lewisham – 17.1%
Croydon – 34.8%
Hackney – 25.48%
(LAPS Q1 2015/16)
Performance is above the set target for Q3. As above
OF.129
Total household waste
generated per household
657kg 650kg 51.00 51.72 53.91 470.42 G Better Unavailable
The amount of waste generated in Q3 has gone
down compared to Q2 and the outturn is
significantly lower compared to the same period in
the previous year.

23
Corporate Health
baseline
2015/16
Target
Oct
Actual
Nov
Actual
Dec Actual YTD Q3
RAG
DOT
QTR
Benchmarking
National
London
Neighbours
Q3
OF.20
Agency workers as a
percentage of workforce
17.5% 12% 19.48% 16.60% 15.52% 15.52% R Better Local indicator
Heads of People Management are working
closely with business areas to reduce usage
where possible. There continues to be close
scrutiny of data by the unions at CCF with a
strong focus on longer term and higher paid
agency workers. Recent months have seen a
good reduction in the use of agency
workers, down from 19.5% to 15.5% in this
quarter alone.
There is a high reliance of agency workers in
children’s social care. This is being addressed by
looking closely at the need for agency workers as
well as recruiting more permanent workers to the
business area, including absorbing agency
workers to permanent positions where possible.
Running alongside this are plans to review
remuneration as a means of recruiting and
retaining staff. The service is currently
undergoing a restructure and it is anticipated that
this will also result in the number of agency
workers reducing.
More generally there has been a specific initiative
rolled out whereby all Directors have been
instructed to review the usage of all agency
workers in their area with a view to business
cases being submitted for all agency workers they
wish to retain. This will required sign off by the
relevant Strategic Director and the Corporate
Management Team. This initiative has so far
resulted in an overall reduction in agency worker
numbers from 633 at the start of the exercise to
517 at the end of January.
OF.21
Average days to process
new Housing Benefit
claims and change in
circumstances
8.60 12.5 - 15 days 15.3 17.9 16.8 12.16 A Worse
-
9.5
Lewisham – 5.9
Southwark – 7.6
(LAPS 2014/15)
Q3 has been a challenging quarter with ICT
and restructure related issues leading to a
decline in performance.
This indicator will always demonstrate a better
outturn in Q1 and Q4. As the YTD to the end of
Q3 remains below target it is expected that the
target at the end of the year will be achieved.
Issues which affected Q3 appear resolved,
however recording and resolution protocols for
ICT related issues are being reviewed to improve
clarity and responsiveness.
OF.22
Average number of
working days lost to
sickness per FTE
8.37 8.0
0.82
(9.84)
0.77
(9.24)
0.67
(8.04)
5.93
(7.91)
G Worse
-
8.0
Croydon – 6.5
Lewisham – 7.7
(LAPS 2014/15)
The average number of days lost to sickness
is averaging out at 7.9 days per FTE so far
this year, indicating a minor improvement
on the previous year's performance. Efforts
continue to ensure managers record
sickness periods and reasons for their staff.
The Assistant Director, HR and Organisational
Development is will working with Heads of People
Management to address this and all information
and guidance relating to sickness absence
reporting and absence management held on the
intranet has recently been refreshed and
updated.
OF.23
Council tax collection
rate
95.0% 95.2% 65.50% 74.26% 83.20% 83.2% G Better
97.01%
96.36%
Lewisham - 94.32%
Southwark - 95.00%
LG Inform 2014/15
Collection continues to be ahead when
compared to the same period in the
previous year (82.75%) and is ahead of the
profile to meet the year-end target.
Collection for council tax support accounts
is also ahead of last year’s position despite
the additional intervention added to
process in line with income & debt policy
Recovery continues as planned and all accounts
are picked up as soon as possible once they fall
behind. Agreed interventions have been put in
place and work continues to ensure that this
trend continues.

24
baseline
2015/16
Target
Oct
Actual
Nov
Actual
Dec Actual YTD Q3
RAG
DOT
QTR
Benchmarking
National
London
Neighbours
Q3
OF.24
Invoices from SMEs paid
in 10 days
76.3% 80% 82.48% 77.58% 77.43% 76.58 A Same Data unavailable
Better than expected performance in
December given the holiday period
Push toward more electronic invoicing to improve
targets
OF.25 Invoices paid in 30 days 93.8% 94% 93.21% 97.21% 96.10% 94.77 G Better Data unavailable
Better than expected performance in
December given the holiday period
Push toward more electronic invoicing to improve
targets
OF.26 NNDR collection rate TBC 98.8% 69.00% 77.27% 86.17% 86.2% G Better
-
98.1%
Lewisham – 99.4%
Southwark – 98.7%
LAPS 2015
Collection continues to be ahead when
compared to the same time the previous
year and is ahead of the profile to meet the
year-end target.
Work continues to ensure all moneys are paid -
LBL accounts are being chased is they still have
not paid. Court action has been taken where
necessary
OF.27
Percent of sundry debt
collected
95.4% 94% 94.07% 93.42% 93.83% 93.83% A Same Local indicator
Q3 performance is broadly on target, in line
with expectation.
OF.28
Percentage complaints
upheld at stage 2
20.0% 15% 11% 22% 13% 17% A Better Local indicator
Based on the number of complaints upheld,
the % of upheld complaints at Stage 2 has
remained relatively constant throughout
the year. We are now slightly above the
target at 17%.
Environment accounts for the largest
number of upheld complaints with 75% of
all upheld complaints in the period being
about their services. The reason for the
poor performance in this area is largely
down to complaints about street services.
This includes:
> Service requests being dealt with as
complaints
> Simple grumbles not being pro-actively
dealt with at source
> Service failure
> A lack of follow-up action and monitoring
to make sure we deliver on our promises
Many of these complaints could be easily
resolved at source with some pro-active
action. For example, a lot of the complaints
are about one-off service failure. The
customer wants the service that failed to be
rectified, not to wait 20 days for a complaint
investigation. If we filtered out these
'complaints' at source it would reduce the
burden on the council and increase
customer satisfaction with our process.
OF.29
Percentage of
complaints completed
on time
81.0% 90% 77% 85% 86% 82.0% A Better Local indicator
Performance for responding to complaints
on time is steadily improving and, looking at
the monthly performance, has been on an
upward course through the year.
The Neighbourhoods division within
Neighbourhoods & Growth receives the majority
of complaints, particularly in the services related
to the environment. The restructure in this area
has been completed and has now bedded in and
dramatic improvement has been seen in response
rates to Member’s Enquiries and Complaints.

25
baseline
2015/16
Target
Oct
Actual
Nov
Actual
Dec Actual YTD Q3
RAG
DOT
QTR
Benchmarking
National
London
Neighbours
Q3
These are now answered by the Performance and
Development officers who have a pool of
specialist knowledge relating to the service from
working in different parts of the department and
are able to respond to complaints related to
projects they are working on. Good relationships
have been built up with officers in all parts of
Environment through new systems and processes
and this means that information to answer issues
is either available within the team or is obtained
quicker from the service area. Other initiatives
that have led to improved performance include:
> Weekly monitoring of performance and
outstanding items
> Introduction of a SharePoint spreadsheet for
Streetcare items (the majority of cases).
Streetcare officers input information to enable
cases to be answered and a quick weekly meeting
is held to iron out any queries. This is a smarter
way of passing on information and frees up the
time of Streetcare officers who are no longer
inundated with emails
> Availability of Streetcare Officer on street to
fast track investigation and responses to urgent
issues
> Introducing a culture of investigating and
answering early rather than aiming at the
deadline
> Taking on and eliminating backlogs in work
areas such as Trees and Registrars
OF.30
Percentage of corporate
customer centre calls
abandoned
2.6% 5% 2.80% 2.00% 1.40% 2.20% G Better Local indicator
Performance continues to be well within
target
OF.31
Percentage of Freedom
of Information (FoI)
requests completed on
time
72.0% 85% 75% 79% 79% 77% A Worse Local indicator
Q3 has seen a slight dip in FOI performance
with the YTD figure dropping from 80% at
the end of Q2 to 77% at the end of Q3. This
is despite a general improvement in
performance this year compared to the
same period last year. Part of the reason for
this is down to staff absence in the
Corporate Complaints Unit, who are
responsible for co-ordinating responses to
requests. The team has been running at 2/3
capacity since the start of Q3 and this has
had an impact on performance. At the same
time the volume of requests is not going
down.
Cover is currently being recruited to cover the
absences in the Corporate Complaints Unit. Once
in place this should see an improvement in
performance, although the new officer is unlikely
to be in post before the end of Q4.
In addition to this we have not gone live with the
updated intranet and internet pages. Therefore
the benefit that we were expecting to see from
this has not yet been delivered. When this does
go live we would hope to see a positive impact.
On a positive note, we have seen some
improvement in FOI performance for Children's
Social Care, which has historically been poor.

26
baseline
2015/16
Target
Oct
Actual
Nov
Actual
Dec Actual YTD Q3
RAG
DOT
QTR
Benchmarking
National
London
Neighbours
Q3
OF.32
Percentage of Housing
Management customer
centre calls abandoned
5% 1.4% 1.9% 1.1% 1.9% G Better Data unavailable
Performance continues to improve
remaining well below the target of fewer
than 5 per cent abandoned calls, with the
average level of abandonment reducing
from 2.2 per cent at the end of quarter 2 to
less than 2 per cent by the end of quarter 3.
In addition to the low call abandonment
rate shown here, performance has been
strong on the average call answering time
(22 seconds, one of the lowest in the sector)
and the percentage of calls answered within
target time (84 per cent answered within 20
seconds, also amongst the best in the
sector).
We will continue the effective client management
of our call handling contract with General
Dynamics IT (GDIT) call centre to ensure they
meet all contractual key performance indicators
(KPIs), in particular ensuring that 80 per cent of
calls are answered within 20 seconds
We expect to maintain strong performance for
the remainder of the year.
OF.33
Percentage of Members
Enquiries’ (MEs)
completed on time
80.0% 90% 72% 70% 71% 71% R Better Local indicator
Performance for responding to MEs has
improved during Q3 but the YTD figure is
still some way short of the 90% target.
There is a similar position to that with
complaints - the largest area (environment)
has not been performing well and this has
had an impact on overall performance. A
completed restructure in that area has seen
performance improve but quite as quickly
as it has with complaints.
In addition to this, we need to look at ways
of reducing the burden of MEs by filtering
out some at the point-of-contact. This
would reduce the overall number by making
the service more efficient and would allow
more time to focus on the 'proper'
enquiries.
See OF.29 for management actions to improve
the speed at which MEs are responded to in the
Environment division.
OF.34
Percentage of staff that
would speak highly of
the Council as an
employer
55%
Increase from
2014/15
baseline
52% A Worse Local indicator
It is encouraging that around a half (52%) of
employees speak highly about Lambeth
Council as an employer. This is considerably
higher than the proportion who are critical
(13%). However, when compared to recent
quarterly staff surveys, there has been a
decline from 58% in April 2014.
Staff in Corporate Resources are more likely
to speak highly of the council as an
employer, while those in Neighbourhoods
and Growth are more likely to be critical.
Other groups that are more positive about
both the council as an employer and of
council services are those on SMG grades,
line managers, Black African staff, those
aged 45 and over, those who have worked

27
baseline
2015/16
Target
Oct
Actual
Nov
Actual
Dec Actual YTD Q3
RAG
DOT
QTR
Benchmarking
National
London
Neighbours
Q3
at the council for over ten years and
Christian staff. In contrast, staff with a
disability or long-term health condition,
younger staff (aged under 35) are more
likely to be critical both of the council as an
employer.
OF.35 In-year rent collection 99.2%
Profiled
target
Apr 94.50%
May 95.50%
Jun 97.10%
Jul 98.60%
Aug 98.60%
Sep 98.60%
Oct 98.20%
Nov 98.20%
Dec 98.20%
Jan 99.00%
Feb 99.00%
Mar 99.00%
99.48% 100.02% 99.16% 99.16% G Worse Data unavailable
At the end of quarter 3, Lambeth Housing
Management remains on course to exceed
its annual in-year income rent collection
target of 99 per cent.
Although the rent collection rate was
maintained above the monthly target,
performance in December 2015 fell to a six-
month low due to the annual impact of the
Christmas / New Year period. This is a wider
seasonal trend due in part to increased
financial pressure around Christmas time.
Despite a targeted communication
campaign involving text, email and
telephone contact with ‘cash paying’
tenants, performance dipped significantly
month-on-month. However, the final
quarter has historically been the strongest
performing quarter of the financial year and
we would anticipate that both measures
will see improvement in January and that
we will end the financial year exceeding
both targets.
Lambeth Housing Management continues to use
a variety of methods to contact our tenants with
on-going use of text messaging and emailing to
contact tenants in arrears. In addition, we are
soon to trial "nudge theory" in our collection
processes, something that Council Tax
successfully introduced in 2014/15.
Tenants adversely affected by bedroom tax who
are well positioned to move into paid work
continue to be supported through the Welfare
Reform team’s Get Set Go programme. The
second phase of this programme has allowed 30
participants to access work experience, job
interview skills training, as well as support to
improve their numeracy and literacy skills.
Housing Management’s Welfare Reform Team
has been shortlisted for two awards for its
Workwise initiative, being recognised for
undertaking to improve the skills and
employment opportunities for Lambeth housing
tenants.
OF.37 Call centre satisfaction New 3 4.3 4.2 4.3 4.3 G Same Local indicator
Residents record a score against 4 questions
about their experience of using the call
centre using a 5 point scale - 1 being most
dissatisfied and 5 being most satisfied.
Capita must achieve a score of 3.0 (out of 5)
from all responses in a particular quarter.
The average response at the end of Q3 was
4.3 and continues to be well within target

20160330 q3 performance outcome tables final

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