quarter on quarter increase in the number of FOI requests received, affecting the council's capacity to respond on time. An FOI database portal has been implemented to reduce duplicate requests, and a further deep dive is conducted to understand the drive in the number of requests. Compliance in 'Mixed' category where a request involves multiple directorates, and within housing & environment remains below average, and the Strategic Leadership Team are reviewing these more closely to support targeted improvements.

In April 2025, we automated the survey process to send SMS reminders to all our customers, prompting them to leave their feedback. This change means that the survey no longer relies on advisors reminding customers at the end of each call to complete the survey and instead, every person that contacts the council receives the survey link directly. While this update has led to a drop in performance since the start of the year, it allows more people to respond and the council to hold a more objective customer opinion. Due to the change in the survey process, comparison with the previous years is not appropriate, however performance still remains high, with 87% of calls resolved at first point of contact and 80% of customers reporting satisfaction with the service.

This indicator relates to non-compliant Bed and Breakfast accommodation (B&B). Across London there has been an increasing number of homelessness approaches due to wider macroeconomic factors, which has continued to put pressure on the council services. Despite these pressures, significant progress in this area has been made over the last 18 months, with a reduction from 329 families in B&B over 6 weeks at the end of 2023/24 to 82 by Q2 2025/26. A step-down programme is underway to re-house all families in non-compliant B&B towards our target of 0. The remaining households in non-compliant B&B will be transferred to alternative Temporary Accommodation, moved into social housing or offered a private sector property.

Whilst the successful prevention rate for Q2 was 66% and above target of 60%, the performance at relief stage was at 45%. As a result, overall this indicator fell below the target. To support relief stage work, a mitigation stage project has been activated to provide more focus on casework.

The year-to-date tenant satisfaction at Q2 25/26 was 57%, slightly below 60% targeted. Performance has increased between Q1 and Q2 (54% and 58% respectively), and early indicators have shown this trend continuing into Q3. Intensive work has been undertaken across all relevant services as part of the council Tenant Satisfaction Measures (TSM) Action Plan. This positive direction of travel gives a degree of confidence that the target can be achieved by year-end.

There were 267,211 visits to the libraries as of Q2 this year, below the target of 331,000. This is largely due to the continued closure of Greenford Library for majority of the period, as preparations were underway for its transfer to the Young Ealing Foundation charity. The library has now reopened to the public, which is expected to have a positive impact on overall