Self-Assessment Report 2022-23 - page 3

The information published on this page, and its sub-pages, is also available as a downloadable document.

Waste Indicators

We remain within the standard for all three statutory Waste indicators and have summarised our annual performance in the tables below. The figures are provisional, pending audit and verification by the Northern Ireland Environment Agency.

Table 1: Statutory Waste indicators - Mid and East Antrim Borough Council (summary trend and comparative analysis).

Indicator:

The percentage of household waste collected by councils that is sent for recycling.

Annual standard:

A minimum of 50%.

Past results

2018/19:

52%

2019/20:

51.4%

2020/21:

50.8%

2021/22:

51.9%

2022/23

Mid and East Antrim Borough Council result:

51.4%

Status:

Target achieved.

Self-imposed performance indicators

Our self-imposed indicators are outlined within our Corporate Plan and annual Business Plans.

Corporate Plan (2019 - 2023)

We launched our second Corporate Plan in July 2019, following a period of extensive stakeholder engagement.

The Corporate Plan aligned with the Community Plan for the Borough, and adopted the same vision - Mid and East Antrim will be a strong, vibrant, safe, and inclusive community, where people work together to improve the quality of life for all.

Throughout its lifetime, the plan helped to shape our services, and drove our annual business planning processes.

Strategic themes:

The plan was delivered under the following themes:

Sustainable Jobs and Tourism
Our Environment
Community Safety and Cohesion
Learning for Life
Good Health and Wellbeing
High Performing Council

Measuring performance:

We developed 25 objectives and 20 key performance indicators to support the plan’s delivery and used our performance management system to monitor and report on progress.

Reporting:

Updates were provided to Elected Members in December 2022 and July 2023 during this financial year. These can be viewed on our Corporate Plan section.

Future Planning:

We are in the process of developing our new Corporate Plan in line with the new Council mandate. Extensive consultation has already taken place with local citizens, businesses, and Elected Members.

Achievements

We have outlined some key successes from the four-year term of the Corporate Plan below.

Jobs and Tourism

We launched Amplify to support local businesses to enhance their innovation and growth potential.

We launched Shaped by Sea and Stone, our dedicated tourism website.

Our award-winning COVID Confidence Scheme helped bring footfall back into our town centres.

Community Safety and Cohesion

The cross-agency Mid and East Antrim Support Hub was established to support those most in need.

The Good Relations programme developed mutual understanding and respect for cultural traditions.

We were involved in the Policing and Community Safety Partnership, aimed at creating safer and shared communities.

Good Health and Wellbeing

We launched the MEA Out to Play strategy to promote the importance of play.

We also launched #GetMEActive to encourage our residents to be active.

We were awarded multiple Autism Impact Award accreditations.

Our Environment

69 of the 76 schools registered in the Eco Schools programme in Mid and East Antrim hold a Green Flag or Certificate.

58,000 trees were successfully planted across the borough through MEA4Trees.

The new Sullatober Household Recycling Centre officially opened in May 2022.

Learning for Life

The revolutionary Hydrogen Training Academy was established to develop a skilled workforce.

Multiple employability support programmes were delivered resulting in over 1,500 qualifications.

We successfully hosted the prestigious Science Summer School with keynote speaker Professor Brian Cox CBE.

High Performing Council

We were named UK Council of the Year 2023 at the iESE Public Sector Transformation Awards.

The Gobbins, Carrickfergus Regeneration Programme, and the i4C Innovation and Cleantech Centre significantly progressed as part of the Belfast Region City Deal.

Our innovative and dynamic response to the COVID pandemic ensured vital services continued to be delivered.

Delivery during 2022 to 2023:

Of 20 key performance indicators:

16 (80%) of targets were achieved or on track.
2 (10%) were delayed but progressing.
2 (10%) were not achieved.

Further details on the indicators classed as delayed or not achieved, are provided below.

Theme: Community Safety and Cohesion

Indicator:

The percentage of people with a sense of belonging to their area.

Status: Delayed but progressing.

The latest figure is for the period 2019-2021. At 83.3%, this is a slight decrease on the previous result of 88.7% during 2018-2020.

Theme: Learning for Life

Indicator:

The number of participants securing employment as a result of employability programmes.

Status: Delayed but progressing.

128 participants have secured employment against a target of 140. Due to funding delays, several programmes are ongoing.

Theme: Good Health and Wellbeing

Indicator:

To ensure absence levels do not exceed 12 days per annum.

Status: Not achieved.

In 2022/23, 17.94 days were lost per full time equivalent employee. COVID-19 was prevalent during the year, with the highest number of absences attributed to the chest and respiratory category.

Indicator:

To reduce the gap in life expectancy between the most deprived areas in the Borough and the Borough as a whole.

Status: Not achieved.

The gap between Mid and East Antrim’s most deprived areas and the Borough average in 2023 is 5.7 years for males and 3.9 for females; both higher than the target.

Annual Business Plans

Our Performance Management Framework guides the annual business planning process for each Directorate and Department in the Council.

Each business plan has clearly defined outcomes and indicators which align with the Corporate Plan’s strategic themes. We use these to monitor and measure progress.

Our electronic performance management system produces update reports which are scrutinised by the Audit and Scrutiny Committee throughout the year.

This system is also used to support an approval process, allowing the Chief Executive a formal means of approving Directorate Business Plans, and for Directors to approve Departmental Business Plans.

Delivery over 2022 to 2023

Of 140 Directorate-level business plan indicators, which includes our Corporate Plan and statutory indicators, we achieved the following:

100 (71%) of targets were achieved or classed as on track.
29 (21%) were delayed but progressing.
10 (7%) were not achieved or stopped.
1 (1%) was not due or data was not available.

Further details on indicators classed as not achieved or stopped are provided below.

Theme: Good Health and Wellbeing

Indicator:

Ensure absence levels do not exceed 12 days per annum.

17.94 days were lost per full-time equivalent employee during 2022/23, the highest level recorded since 2016/17.

Indicator:

Create an Autism Friendly Mid and East Antrim Borough Council, with six additional Council staff recognised as Autism Champions.

This was part of our Performance Improvement Plan for 2022/23.

The original target cannot be achieved, as the delivery mechanism limits the Council to having one official champion per venue. Venue staff will receive the training, but not the formal accreditation.

We anticipate having four additional Autism Champions by September 2023, as is outlined in our Performance Improvement Plan for 2023/24.

Indicator:

Reduce the gap in life expectancy between the most deprived areas in the Borough and the Borough as a whole (one indicator for males and one indicator for females).

Male life expectancy in the most deprived areas was 72.8 years, 5.7 years less than the borough average of 78.5 years, and 1.3 years higher than the target of 4.4 years.

Female life expectancy in the most deprived areas was 78.4 years, 3.9 years less than the borough average of 82.3 years, and 0.3 years higher than the target of 3.6 years.

Theme: High Performing Council

Indicator:

Roll out Legends booking process to Ballymena and Larne, as part of the Community Centre service review.

This element of the review has been stopped and staff are investigating other options.

Indicator:

Expand the automated Customer Call System into an additional service area.

This target formed part of the Performance Improvement Plan for 2022/23. We are developing a Customer-First approach, and the call centre will be considered as part of that workstream.

Updates will continue within the Performance Improvement Plan 2023/24 quarterly updates, as appropriate.

Indicator:

Redesign our website using user experience feedback (Phase 3).

This target forms part of the Performance Improvement Plan for 2022/23 and will also be considered as part of the Customer First workstream.

Updates will continue within the Performance Improvement Plan 2023/24 quarterly updates, as appropriate.

Indicator:

Statutory Audit to have zero Priority 1 Audit Points.

Three Priority 1 audit points were received. Work has commenced on the required adjustments.

Indicator:

Statutory Audit to have minimal audit points.

The audit noted three Priority 1, four Priority 2 and one Priority 3 findings. These were reported to Audit and Scrutiny Committee and a commitment made to act.

Theme: Our Environment

Indicator:

The average processing time of major planning applications.

No regional council met the 30 week standard.

At 47.6 weeks, we were within the top three performing councils in Northern Ireland. The shortest average processing time achieved was 46.4 weeks, followed closely by 47 weeks.

The following pages discuss the strategic themes individually.

Sustainable Jobs and Tourism

Our objectives by 2023 were:

To grow, support, and sustain new and existing businesses through Council and other initiatives.
To position Mid and East Antrim as a dynamic, outward-looking region which welcomes and supports inward investment.
To enable entrepreneurs to deliver economic growth through partnership and other supports.
To attract more visitors to stay longer and spend more through the delivery of our tourism strategy.
To create a compelling tourism and economic proposition by developing and investing in our unique heritage and assets.

At the end of the 2022/23 financial year:

16 of our business plan targets under this theme were classed as achieved or on track.
6 were classed as delayed but progressing.

Our Corporate Plan key performance indicators for this theme were:

The number of jobs promoted through business start-up activity.
The number of visitors at strategic tourist attractions.
The number of businesses engaged across business support programmes.

These indicators are discussed in detail below.

Indicator 1 – The number of jobs promoted through business start-up activity:

From April 2022 to March 2023, we promoted 124 jobs through the Go for It Programme, exceeding our target by 46%.

Table 1: The number of jobs promoted through business start-up activity (annual results).

Annual standard:	85
2015/16	148
2016/17	193
2017/18	140
2018/19	124
2019/20	122
2020/21	94
2021/22	109
2022/23	124

Indicator 2 – The number of visitors at strategic tourist attractions:

Between April 2022 and March 2023, we welcomed 86,432 visitors at our strategic tourist attractions, surpassing our annual target of 44,778. This total includes visitors at The Gobbins, Carrickfergus Castle, Arthur Cottage, Andrew Jackson Cottage, and The US Rangers Museum.

Indicator 3 – The number of businesses engaged across business support programmes:

We engaged 736 businesses between April 2022 and March 2023 through programmes such as Business Escalator Plus, Digital Boost, Bid2Win, Digital Surge, and more.

Some key achievements observed between April 2022 and March 2023, include:

6,719 local businesses were provided with bespoke mentoring support, valued at over £300,000.
Industry representatives from across Northern Ireland met at the Ecos Hub in Ballymena for the inaugural HyTech NI Industry Steering Board meeting, which aims to support the development of the region’s burgeoning hydrogen economy.
Mid and East Antrim’s Pilot Hydrogen Training Academy continues to develop a learning pathway for the hydrogen economy through essential training, and a state-of-the-art learning environment.
We collaborated with local business support organisations and other stakeholders for Global Enterprise Week, with a diverse range of events and initiatives.
A £42 million agreement was sealed to regenerate Carrickfergus town, as part of the Belfast Region City Deal. This is one of three projects in Mid and East Antrim that will collectively benefit from an £80 million investment.
We offered 27 businesses and individuals the opportunity to test trade in town centre retail premises through Pop Up Shop initiatives.
Our Economic Development team successfully delivered 18 workshops and webinars to 1,341 participants.
Over 12,000 people enjoyed our Halloween events.
£6 million was allocated to Carnfunnock Country Park from the UK government’s Levelling Up Fund to construct a new visitor centre.
Carrickfergus Civic Centre welcomed Tourism NI’s spectacular 360 Igloo Dome, showcasing the best of Northern Irish tourism.
9 public workshop events were delivered at Arthur Cottage and Andrew Jackson Cottage by our Tourism team.
An information panel was installed on Larne Promenade to highlight the town’s connection with the Vikings.
An exhibition, which showcased the artwork of renowned artist Seanna O’Boyle-Irvine, and featured real prehistoric objects, proved to be a big hit with visitors to Carrickfergus Museum.

Community Safety and Cohesion

Our objectives by 2023 were:

To encourage good relations by creating vibrant, shared, and cohesive communities within the borough.
To improve community safety and confidence to enable people to feel safe and have a sense of belonging in their area.
To build the capacity of local communities to become resilient and self-sustainable.
To work with partners to provide support to vulnerable people who need it.

At the end of the 2022/23 financial year:

6 of our business plan targets under this theme were classed as achieved or on track.
1 was classed delayed but progressing.

Our Corporate Plan key performance indicators for this theme were:

The number of anti-social behaviour incidents.
The number of incidents recorded with a hate crime motivation.
The percentage of people reporting that fear of crime has a minimal impact on their quality of life.
The percentage of people with a sense of belonging to their area.

These indicators are discussed in detail below.

Indicator 1 – The Number of anti-social behaviour incidents:

There were 3,404 anti-social behaviour incidents recorded in Mid and East Antrim in 2022/23. This equates to a 13.7% reduction on 2021/22. These figures are based on annual data published by the Police Service of Northern Ireland.

Table 1: The number of anti-social behaviour incidents (annual results)

2016/17	4,179
2017/18	3,857
2018/19	3,745
2019/20	3,600
2020/21	5,308
2021/22	3,945
2022/23	3,404

Indicator 2 – The number of incidents recorded with a hate crime motivation:

134 hate crime incidents were recorded in Mid and East Antrim in 2022/23, a 16.3% reduction on 2021/22. These figures are based on annual data published by the Police Service of Northern Ireland.

Table 2: The number of incidents recorded with a hate crime motivation (annual results).

2016/17	160
2017/18	156
2018/19	167
2019/20	124
2020/21	123
2021/22	160
2022/23	134

Indicator 3 – The percentage of people reporting that fear of crime has a minimal impact on their quality of life:

In March 2023, the Department of Justice published the research and statistical bulletin 'Experience of Crime and Perceptions of Crime and Policing and Justice: Findings from the 2021/22 Northern Ireland Safe Community Telephone Survey'. At 73%, the majority of 2021/22 respondents felt fear of crime has minimal effect on their quality of life; this is unchanged from 2020/21. The results were not broken down into Local Government District areas.

Indicator 4 – The percentage of people with a sense of belonging to their area:

The most recent figure is 83.3% for the period 2019-2021, a slight decrease on 2018-2020 of 88.7%. These figures are based on annual data published by ARK through the Northern Ireland Life and Times Survey.
We are continually working to provide a strong, safe, vibrant, and inclusive community for all.

Some key achievements observed between April 2022 and March 2023, include:

We celebrated Lunar New Year with a fun-filled event at the People’s Park in Ballymena. Residents had the opportunity to participate in a variety of traditional Chinese crafts and to taste wonderful Chinese tea and sweets.
Our Good Relations Programme commemorated Holocaust Memorial Day with an evening of drama, poetry, and speeches.
Ahead of Road Safety Week 2022, we worked with the Policing and Community Partnership, the Police Service Northern Ireland and the Northern Ireland Fire and Rescue Service to highlight the importance of wearing a seatbelt and the dangers of speeding.
We were awarded membership of the World Health Organisation Global Network for Age-Friendly Cities and Communities.
The Mid and East Antrim Affordable Food Club was established at the MEA Community Hub in Ballymena, thanks to funding from the Department for Communities. The club gives members access to food at a reduced cost, with a wraparound service to help address any challenges that contribute to food insecurity.
Over 30 groups attended workshops to advance community development in the Larne area, as part of the Council’s community development initiative “The Cluster Programme”.
Carrickfergus and Greenisland Community Clusters hosted a Winter Wellness event to help local people with the cost-of-living crisis, including advice on budgeting and debt, benefit payments, energy bills, places to stay warm, mental health, food, and cooking.
The EmbRACE Programme encouraged residents to attend outdoor events whilst celebrating the culture and diversity of the Borough.
Over £13,000 was awarded to local community groups in 2022 through the Live Here Love Here Small Grants Scheme, enabling volunteers, groups, and schools to carry out practical community-based projects that improve the quality of their local environment.
The Alzheimer’s Society, supported by Council, delivered another successful Dementia Action Week, including a meeting of the Dementia Friendly Choir, an All-Ages Intergenerational Event, and two videos.

Learning for Life

Our objectives by 2023 were:

To work in partnership with the private and community sector to develop the skills needed to support sustained economic development in the Borough.
To encourage our people to realise their potential through awareness, training, and lifelong learning.
To develop a joined-up approach to the delivery of education and training programmes in schools and in the wider community.
To enhance opportunities for volunteering, work experience, and apprenticeship programmes to develop social and employment skills.

At the end of the 2022/23 financial year:

3 of our business plan targets under this theme were achieved or on track.
1 was delayed but progressing.

Our Corporate Plan indicators for this theme were:

The number of participants securing employment as a result of employability programmes.
The number of days per employee spent on training.
The number of apprenticeships, work placement, and work experience opportunities delivered by the Council.
The number of education and training programmes delivered by the Council.

These indicators are discussed in detail below.

Indicator 1 – The number of participants securing employment as a result of employability programmes:

From April 2022 to March 2023, we supported the delivery of several programmes. To date,128 participants have secured employment against a target of 140. Some programmes remain ongoing, following delays awaiting funding.

Indicator 2 – The number of days per employee spent on training:

The average number of days spent on training in 2022/23 was 3.5 days. The vast majority of these were delivered online. We are transitioning towards an agile approach to learning and development, through our Learning Platform.

Indicator 3 – The number of apprenticeships, work placement, and work experience opportunities delivered by the Council:

11 placements took place in a range of work areas, including Waste, Environmental Health, Marketing and Communications, Corporate, Museums, Transport, and Climate and Sustainability.
Our Senior Management Team actively seek opportunities to provide for additional participants.

Indicator 4 – The number of education and training programmes delivered by the Council:

Between April 2022 and March 2023, we delivered 41 education and training programmes to schools, businesses, and community groups.
Programmes were delivered on various subjects, including environmental awareness, employability skills, outdoor safety and Autism Friendly awareness.

Some key achievements observed between April 2022 and March 2023, include:

1,975 young people engaged in enterprise, skills, and careers activities.
400 primary school pupils took part in an online Business Masterclass, using online resources and fun interactive tasks to grasp key business concepts.
350 secondary school students were inspired to consider careers in science and engineering after attending the prestigious Science Summer School event in Ballymena, which was held for the first time in Northern Ireland and is co- founded by Professor Brian Cox CBE.
All 76 Mid and East Antrim schools engaged in the Eco Schools Education Programme.
We celebrated Northern Ireland Apprenticeship Week with a programme of interactive and informative events.
Our Economic Development team delivered a wide range of pre-employment programmes, resulting in 225 qualifications.
We hosted three weeks of Biodiversity University to inspire and galvanize our young residents to discover more about the incredible species and habitats on their doorstep, and how to help them through fun, environmental activities.
The Little Free Library is being rolled out across the Borough to inspire a love of reading, spark creativity and build communities.
We launched our Management Development Programme.

Our Environment

Our objectives by 2023 were:

To deliver high quality places where people want to live, work, and invest, using the Local Development Plan, regeneration, and excellence in leadership.
To improve and sustainably manage our environment, protecting it for future generations.
To encourage people to value our natural environment and built heritage, by enhancing responsible access to it and promoting the benefits it offers for our health and wellbeing.
To lead by example and reduce the impact of Council services on the environment.

At the end of the 2022/23 financial year:

22 of our business plan targets under this theme were achieved or on track.
8 were delayed but progressing.
1 was not achieved.
1 was not due or data was not yet available.

Our Corporate Plan indicators for this theme were:

The level of external investment secured per annum for regeneration projects.
The number of major awards secured and maintained.
The Keep Northern Ireland Beautiful Cleanliness Index score.

These indicators are discussed in detail below.

Indicator 1 – The level of external investment secured per annum for regeneration projects:

Throughout the four-year term of the Corporate Plan, we secured £6,234,354 from the Department for Communities and other stakeholders for various regeneration projects. This funding supported the delivery of 9 key regeneration projects including:
- Ballymena Public Realm Linkages
- Larne Jaunting Car Sculpture
- Greenvale Street Public Realm
- Carrickfergus Public Realm
- Lower Mill Street Public Realm
- Pats Brae Public Realm
- The COVID Recovery Scheme
- The COVID Recovery Small Settlements Scheme.
- The Shared Island Fund (in partnership with Waterford City and County Council).

Indicator 2 – The number of major awards secured and maintained:

We secured 3 Green Flags, 3 Seaside Awards, a Gold Anchor Award, the recertification of ISO14001, and Platinum status at the Northern Ireland Environmental Benchmarking Awards.

Indicator 3 – The Keep Northern Ireland Beautiful Cleanliness Index score:

We scored 72% for the period between April 2022 and March 2023, against a target of 66%. Scores closer to 100% indicate better performance. 66% is the point at which performance is considered acceptable.

Some key achievements observed between April 2022 and March 2023, include:

Our Climate and Sustainability Manager was awarded Local Authority, Individual or Team of the Year at the UK Awards for Excellence in May 2022.
We delivered a Climate Action Roadshow in July 2022.
We developed a Fleet Strategy to focus on reducing emissions and driving efficiencies.
We held a COP27 event called “Helping the agri and business sector on the journey to net zero” to raise awareness and educate businesses and stakeholders, including information on funding opportunities.
We delivered Carbon Literacy Training to over 60 staff members on climate change, carbon footprint, mitigation, and adaptation.
33 individuals, businesses and community groups were recognised via the Mid and East Antrim in Bloom Community Awards.
The Mayor joined pupils from Woodburn Primary School at a tree planting event at the Keeran Moss restoration site to mark National Tree Week in November 2022.
For the fourth year, we worked with Habitat for Humanity, East Belfast Mission (Restore) and local community groups to deliver a toy donation scheme, diverting an impressive 5.2 tonnes of toys away from landfill.
We secured funding from Keep Britain Tidy’s Chewing Gum Task Force Grant for two mobile power washers to tackle gum staining, and signage to promote behavioural change.
Keep Northern Ireland Beautiful provided cigarette butt bins in four Borough locations.

Good Health and Wellbeing

Our objectives by 2023 were:

To deliver a joined-up approach to improve physical and emotional health and wellbeing.
To play our part in enabling people to live longer and healthier lives, reducing health inequalities and social isolation.
To enable older people to be active, respected and supported in their community.
To lead by example to ensure our workplaces are for health as well as wealth.

At the end of the 2022/23 financial year:

7 of our business plan targets under this theme were achieved or on track.
1 was delayed but progressing.
4 were not achieved.

Our Corporate Plan indicators for this theme were:

Employee attendance.
The gap in life expectancy between the most deprived areas in the Borough and the Borough as a whole.
The percentage of available Grant Support Scheme funding awarded.

These indicators are discussed in detail below.

Indicator 1 – Employee attendance:

In 2022/23, 17.94 days were lost per full-time equivalent employee, the highest level recorded since 2016/17.

Table 1: The average number of days absent per full-time equivalent employee (annual results)

2016/17	18.32 days
2017/18	17.08 days
2018/19	14.05 days
2019/20	10.64 days
2020/21	4.68 days
2021/22	15.21 days
2022/23	17.94 days

Indicator 2 – The gap in life expectancy between the most deprived areas in the Borough and the Borough as a whole:

The Department of Health published the Health Inequalities Annual Report in March 2023. For Mid and East Antrim:
- Male life expectancy in the most deprived areas was 72.8 years, 5.7 years less than the Borough's average of 78.5 years, and 1.3 years higher than the Council's target of 4.4 years.
- Female life expectancy in the most deprived areas was 78.4 years, 3.9 years less than the Borough's average of 82.3 years, and 0.3 years higher than the Council's target of 3.6 years.

Table 2: The gap in life expectancy between the most deprived areas in the borough and the borough as a whole (annual results)

2019	Males 4.4 years	Females 3.3 years
2020	Males 4.3 years	Females 3.2 years
2021	Males 4.4 years	Females 3.6 years
2022	Males 5.1 years	Females 3.9 years
2023	Males 5.7 years	Females 3.9 years

Indicator 3 – The percentage of available Grant Support Scheme funding awarded:

458 grant applications were received in 2022/23. The Queen’s Platinum Jubilee Grant was incredibly successful, with 80 applications receiving a total £80,654.
Additional projects that received funding included, the Dalriada Festival, street parties for the Jubilee, equipment grants for sports clubs, and number of Elite Sports Competitors, through the Jonathan Rea Bursary.

Some key achievements observed between April 2022 and March 2023, include:

MEAqua, our Learn to Swim Academy, splashed back into action with an expanded programme for people aged 3-73, providing more than 300 sessions to over 2,000 swimmers every week.
735 people took part in our MEActive Summer Programme activity camps.
We opened our highly anticipated skate park in Ballymena.
Our leisure centre fitness suites benefited from refurbishment, including brand-new equipment.
Responding to the cost- of-living crisis, and utilising the resilience and capacity within our communities, we rapidly rolled out a Warm Space Grant Scheme. This provided £12,500 funding to 25 local groups, delivering at least 75 sessions. This was additional to the Warm, Safe and Well community support spaces to vulnerable residents.
Thanks to the Northern Healthy Living Partnership, we rolled out the Plot to Plate programme, providing free sessions on nutrition, cooking, physical activity, and life skills.
We produced a culinary cookbook full of tasty recipes and delicious treats, to highlight the benefits of an air fryer as a low-cost energy alternative.
48 business representatives received free and accredited Basic Life Support Training.
We supported the Mid and East Antrim Loneliness Network in launching three new Kindness Post-boxes, marking Loneliness Awareness Week. Children are encouraged to write cheerful letters or draw pictures and post them into a Kindness Post-box, where letters are collected and distributed to local care home residents. Every card, letter, poem, picture, and drawing go a long way to brighten someone’s day.
Our annual Sports Awards celebrated the best in local sport.
With £297,700 funding from the Woodland Trust’s Emergency Tree Fund, we worked with the organisation to deliver an exciting Climate Canopy project. The project aimed to boost green spaces and residents’ health and wellbeing.

High Performing Council

Our objectives by 2023 were:

To take the lead on delivering both the Community Plan and the Local Development Plan, working effectively with our partners.
To increase customer satisfaction with our services by being a listening and responsive Council.
To be recognised as a leading Council, delivering excellent services and facilities through collaborative working, innovation, and continuous improvement.
To embed our values to ensure our employees feel supported and motivated to realise their potential.

At the end of the 2022/23 financial year:

46 of our business plan targets under this theme were achieved or on track.
12 were delayed but progressing.
5 were not achieved.

Our Corporate Plan indicators for this theme were:

The average escalation rate of complaints.
The level of customer satisfaction.
The net cost of Council services per head of population.
The level of staff satisfaction.

These indicators are discussed in detail below.

Indicator 1 – The average escalation rate of complaints:

Our aim is to resolve complaints at the earliest point of contact, in line with good practice.
Between April 2022 and March 2023, at 88%, we exceeded our target of resolving at least 70% of complaints informally.

Table 1: The average escalation rate of Council complaints.

Percentage of complaints resolved at informal stage.

Target:

70%

Result:

88%

Percentage of complaints resolved at formal internal stage.

Target:

20%

Result:

Percentage of complaints resolved at external stage.

Target:

10%

Result:

Indicator 2 – The level of customer satisfaction:

In the summer of 2022, we surveyed 810 local households. Of these, 53% indicated they were satisfied, 19% were dissatisfied, and 28% were neither.
The survey results will be used to help shape our future plans.

Indicator 3 – The net cost of Council services per head of population:

This indicator is reported annually to the Association for Public Service Excellence.
In 2021/22, the net cost of council services per head of population was £285, an improvement on the 2020/21 figure of £310.
The 2022/23 result will be reported to Full Council when the figures are audited.

Indicator 4 – The level of staff satisfaction:

The Listening to Staff survey was completed between November and December 2022. The results have been carefully analysed and focus groups have taken place with the Interim Chief Executive, Senior Management Team, and Council officers to establish a way forward.

Some key achievements observed between April 2022 and March 2023, include:

We progressed agreed actions from our Community Plan Putting People First.
We were named UK Council of the Year 2023 at the Improvement and Efficiency Social Enterprise Public Sector Transformation Awards.
We proactively participated in working groups and best practice visits to ensure continuous improvement.
We were awarded Best Collaborative Working Initiative at the Association for Public Service Excellence Annual Service Awards for delivering circular economy and carbon emission reduction projects.
Almost 30,000 people attended our major events.
We take an innovative and forward-looking approach to delivering events, and to maximise opportunities to use them as key economic drivers, where appropriate.
We hosted a wide range of family-friendly events and delivered initiatives to mark the Coronation of His Majesty The King and Her Majesty The Queen Consort.
We marked Democracy Week by celebrating democratic heritage and values across the borough and beyond.
We delivered several capital projects throughout the year, including our state-of-the-art recycling facility at Sullatober in Carrickfergus.
Our digital and social media reach continues to rise, with over 30,000 Facebook, 7,000 Twitter, 4,500 Instagram and 3,000 LinkedIn followers.
We reached over 3 million people on Facebook over the last year.

This concludes our analysis on our self-imposed performance indicators.

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Annual Standard:	50%
2015/16	42.9%
2016/17	45.3%
2017/18	52.8%
2018/19	52.4%
2019/20	51.4%
2020/21	50.8%
2021/22	51.9%
2022/23	51.4%

2015/16	75,541 tonnes
2016/17	75,188 tonnes
2017/18	72,404 tonnes
2018/19	73,032 tonnes
2019/20	73,797 tonnes
2020/21	78,986 tonnes
2021/22	76,689 tonnes
2022/23	73,433 tonnes