Environmental Services Service Plan 2015/16
Environmental Services
2015-16 Service Plan
Supporting Infrastructure Department’s vision:
“Securing the Best for Shetland”
Page 1 of 29
Environmental Services Service Plan 2015/16
Contents
Introduction ......................................................................................................................................................... 3
Vision Statement ................................................................................................................................................. 3
Drivers for Change.............................................................................................................................................. 4
About Us .............................................................................................................................................................. 5
Who We Are .....................................................................................................................................................................................5
Organisational Chart ......................................................................................................................................................................6
Locations .........................................................................................................................................................................................7
Governance .....................................................................................................................................................................................7
Regulation and Compliance ...........................................................................................................................................................7
What We Do .....................................................................................................................................................................................7
Our Customers ................................................................................................................................................................................9
Our Costs and Income ..................................................................................................................................................................10
Funding and resources ................................................................................................................................................................10
Aims and Objectives........................................................................................................................................ 10
Detailed Actions/Plan for Change.................................................................................................................... 13
Previous Actions Completed in 2014/15 .....................................................................................................................................13
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Environmental Services Service Plan 2015/16
Ongoing Actions/Projects Started prior April 2015 ...................................................................................................................14
New Planned Actions Due to Start in 2015/16 ................................................................................................ 15
Risks to Delivery & Risk Register .................................................................................................................... 16
Performance Indicators .................................................................................................................................... 18
Performance Indicators from Council Wide Performance Measures .......................................................................................18
Key Service Indicators .................................................................................................................................................................19
Service Performance Indicators from the Local Government Benchmarking Framework .....................................................21
Other Performance indicators .....................................................................................................................................................27
Contact Details.................................................................................................................................................. 29
Introduction
Every year, each Service within the Council is required to produce a Service Plan for the following year. This Service Plan provides an
overview of the Environmental Services for 2015/16, the Environmental Services Service is in the Infrastructure Directorate. This plan contains
information on major activities, aims, objectives, actions, targets, performance indicators and risks.
Service plans are approved and “signed off” at Director Level as part of the Executive Manager’s Employee Review and Development process.
Vision Statement
The Environmental Services is committed to supporting the Infrastructure Directorate’s Vision of “Securing the Best for Shetland”.
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Environmental Services Service Plan 2015/16
Drivers for Change
The Environmental Services drivers are consistent with the the Infrastructure Directorate’s priorities.
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providing quality services for our customers;
Placing our customers at the forefront while delivering Best Value and living within our means;
delivering all our services safely, meeting our statutory requirements ;
contributing to and supporting remote and rural Shetland;
The key aims for 2015/16 are:
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We will deliver our objectives to ensure Shetland Islands Council’s Corporate Plan commitments are met.
We will deliver the best possible service we can which balances needs and resources.
We will provide clear and consistent communication to all staff, customers and partners in order to achieve the Directorate’s priorities.
We will be proactive in working with partners in order to secure better outcomes.
We will ensure staff feel valued and supported particularly through periods of challenge and change.
The most immediate pressures on the Directorate are changes in our workforce; we need to develop service workforce plans that are flexible
enough to respond to the current market in particular
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loss to private sector
recruitment issues
age demographic
sex demographic
reduced motivation and wellbeing of staff due to new and additional work pressures
market forces and higher industry standard wages
perceived lack of career progression
perceived loss of job security
Environmental Services Service Plan 2015/16
About Us
The Service was created as part of the Council organisation and management re-structure in 2011, and comprises of Environmental Health,
Trading Standards and Waste services.
Who We Are
This Service sits within the Infrastructure Department is lead by the Director of Infrastructure (Maggie Sandison) the following Services are also
in the Infrastructure Department: (Ferry Operations, Harbour Master & Port Operations, Roads and Estate Operations)
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Environmental Services Service Plan 2015/16
Organisational Chart
Chief Executive
Mark Boden
Infrastructure Directorate
Maggie Sandison
Ferry Operations
Harbour Master & Port Operations
Roads
Environmental Services
William Spence
FTE
Trading Standards
David Marsh
3 FTE
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Environmental Health
Patti Dinsdale
13.51 FTE
Waste Services
(Vacant)
62.52 FTE
Estate Operations
Environmental Services Service Plan 2015/16
Locations
The Environmental Services main office is located at Gremista, Environmental Health and Trading Standards are located at Charlotte House (
staff) Waste Services staff are located at the Energy Recovery Plant and Gremista Waste Management Facility (24 FTE Staff) Cleansing
Services staff operate from Gremista (25 staff) and Burial Services operate from the Knab Cemetery( staff)
Governance
Environmental Services is part of the Infrastructure Directorate and reports to the Environment and Transport Committee.
The Service’s performance is reported to the Directorate Management Team monthly and 9 PIs from this plan is reported to the Committee 4
times per year as part of the Department’s quarterly performance report.
Regulation and Compliance
Services within Environmental Services are inspected by a number of regulators –
SEPA licences are held for the Landfill Site and Energy Recovery Plant.
Food Standards Agency Scotland assess the service standards and level of compliance of the Environmental Health Service.
Trading Standards’ EC Verification and Conformity Assessment services are independently assessed through a process managed by the
National Measurement Office.
What We Do
Trading Standards Team, responsible for:
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Advice and education for consumers and businesses
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Environmental Services Service Plan 2015/16
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Information support on consumer issues to Shetland Islands Citizens Advice Bureau
Investigation of complaints
Accuracy of price indications
Validity of claims and descriptions
Supply of age-restricted products (except alcohol)
Cold calling and Doorstep sellers
Scams and frauds – awareness raising, prevention and investigation
Internet crime and Online shopping
Intellectual property - brand protection and anti-counterfeiting Product safety
Safe storage and supply of petrol and explosives
Weights and Measures – enforcement, calibrations, and the hire of test weights
Animal feeds and fertilisers – quality and safety
Environmental Health Team, responsible for:
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Registration and inspection of food premises
Advice regarding food for consumers and businesses
Investigation of alleged food poisoning and food complaints
Export Certification for food products of animal origin
Food Standards inspections and advice
Animal Welfare Inspections and advice
Investigation and identification of Antisocial Behaviour
Noise nuisance and other Statutory Nuisances
Abandoned vehicles
Health and safety
Pest Control
Civic Government Licensing
Alcohol Licensing – advice and inspection
Housing – Landlord Registration and HMO licensing
Housing inspections and advice – Public and Private Sector
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Environmental Services Service Plan 2015/16
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Private Sector Housing Grants
Private Water Supplies – Advice and processing of Grants
Public Health
Waste Services Team, responsible for
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Street Cleansing
Refuse Collection
Recycling
Waste Disposal Landfill
Waste Disposal Energy Recovery Plant
Burial Grounds
Our Customers
Environmental Services supports core council service delivery across Shetland with specialist advice given by environmental health and trading
standards. We provide waste services to all householders, businesses and industry for the collection and disposal of waste. We provide heat
to Shetland Heat Energy and Power for their district heating scheme.
Environmental Services collects 6,081 tonnes of household waste from 10,814 households
Environmental Services turned 23,561 tonnes of waste into 50,993,950 KWH heat for the district heating scheme last year
Environmental Services monitors food safety in 495 food businesses
Environmental Services issued 973 health certificates for businesses to be able to export their food product outside the EU
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Environmental Services Service Plan 2015/16
Our Costs and Income
Environmental Services have [around] 79.17 full time equivalent staff and annual revenue expenditure of £ 7,192,876 [and a capital budget of
£429,000]. As detailed below:
Service
Number of
Staff (FTE)
Gross
Expenditure
Income
Net Budget
Capital Budget
Trading Standards
3
259946
10850
249097
Nil
Environmental health
13.51
1042986
154000
888986
Nil
Waste Services
62.52
5889944
3859250
2030694
285000
Environmental Services Total
79.17
7192876
4024100
3168777
285000
Funding and resources
Environmental Services has made its share of the overall Infrastructure Directorate savings of £6.3 million since 2012/13, including those
required for 2015/16. The reduction in savings requirement for 2015/16 was due to the substantial service reviews undertaken in previous
years already having delivered the majority of the savings required to achieve the target operating budget set out in the Council’s Medium Term
Financial Plan. Aims and Objectives
Directorate Plan Aims
Action
Encourage Strong Communities
Explore community based solution for burial ground and amenity grass cutting
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Environmental Services Service Plan 2015/16
Directorate Plan Aims
Action
Working with partners to achieve best results
Finalise and Implement development plan for Energy Recovery Plant and District
Heating Scheme
Being a properly led and well-managed council
Deliver our day to day services within the reduced budget
Secure external funding for key projects- Zero Waste Funding,
Undertake 100% of the employee review development plans
Positive audits from our regulators with no serious non-conformances identified
Service Aims/Priorities
Objectives/Actions (Details below)
Environmental Health
Deliver the annual inspection programme for
food businesses
Continue to maintain programmed inspection regime to provide assurance that food
safety standards are met and protect the public health
Aim to increase the percentage of premises
Aim to inspect unrated premises within 2015/16 to ensure that food safety standards
are met and future inspections programmed based on risks to public health
Deliver Animal health Plan
Meet statutory requirements to maintain delivery of Animal Health duties
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Environmental Services Service Plan 2015/16
Service Aims/Priorities
Objectives/Actions (Details below)
Work with the Police, housing and Hjatland to
reduce noise nuisance complaints.
Continue to work with Partners including CAB (Citizens Advice Bureau) CMT
(Community Mediation Team) to reduce noise complaints
Waste Services
Landfill Site – Maintain landfill site within
licence conditions
Continue to maintain landfill to licence standards
Landfill Site – Improve recycling at Amenity
Site
Separate off the Amenity site from commercial customers and have better
segregation of waste.
Landfill Site – Improve sorting in shed to
deliver more suitable waste for the Energy
Recovery Plant.
Observe waste streams and then install separation system.
Landfill Site – Temporary capping to reduce
leachate treatment.
Cover over part of landfill when reaching part cell capacity.
Energy Recovery plant – Maintain Energy
Recovery Plant within Licence conditions.
Continue to maintain plant to excellence standard.
Energy Recovery Plant – Ensure that
appropriate waste goes into furnace to achieve
better burn.
Improve selection of waste at source and work with SEPA to obtain derogation for
changes in legislation introduced the Industrial Emissions Directive.
Cleansing
Develop and deliver waste strategy following
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Ensure compliance with Waste Scotland regulations 2012
Environmental Services Service Plan 2015/16
Service Aims/Priorities
Objectives/Actions (Details below)
Zero Waste Scotland review.
Start new kerbside collection to meet
conditions driven by SEPA and waste Scotland
regulations 2012
Roll out kerbside recycling throughout Shetland for glass and cans.
Burial Service
Work closely with Community Councils with
ground maintenance project
Encourage local communities to carry our grass cutting in their local burial grounds.
This would keep work within the community and give the community the opportunity
to keep the burial ground to their standard.
Detailed Actions/Plan for Change
Previous Actions Completed in 2014/15
Description
Delivered Early/ontime/late
Achieved original intention?
Transferred Public toilets service to Estate Operations
On Time
Better delivery of service
Transferred Grounds Maintenance to Estate operations
On Time
Better delivery of service
Landfill cell Capping
Completed on time
Yes – saving to budget
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Environmental Services Service Plan 2015/16
Ongoing Actions/Projects Started prior April 2015
Title/Heading
Team
Start
End
Output
Expected Outcome/Supported
Aims/Objectives
Landfill – On going maintenance to
landfill cell
Waste
Oct 14
Services
and
external
contractor
March 15
Started in Oct 2014,
currently on-time to
finish in March 2015.
Preparation of
drainage layer on
liner.
to prepare for further landfill capping 15/16.
Should make capping contract more attractive
and reduce costs.
Burial Grounds – Updating Burial
and Crematorium Administration
System (BACAS)
Burials
Nov13
2016
Started November 13
and will over run into
2015/16
Have a complete accurate database of burial
grounds in Shetland.
Burial Grounds – Review of grass
cutting for summer season
Burials
January May 2015
2015
To have more
organised grass
cutting service
Reduction in contractors and have better
grass cutting equipment for the service.
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Environmental Services Service Plan 2015/16
New Planned Actions Due to Start in 2015/16
Title/Heading
Team
Start
End
Output
Expected Outcome/Supported
Aims/Objectives
Lead to a better managed landfill
and reduce the risk of high leachate
generation and environmental
issues
Carry out further landfill capping
project
Contractor
Due to
start in
mid 2015,
2016
Better landfill
Management
Roll out new kerbside collection for
both households and businesses
Cleansing
Due to
start in
mid 2015
Depending
on
resources
and
conditions
applied by
Scottish
Government
Set up new service
when the Scottish
Government decide
what materials have
to be recycled in
Shetland
To provide a service to meet Waste
Scotland regulations and have the
Best Practical Environmental
Option for Shetland
Working with Communities
Communities 2015
On going
Create good working
relationships
A plan to work with communities to
enable them to control their own
standard for grass cutting
maintenance in their burial grounds.
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Environmental Services Service Plan 2015/16
The Directorate level actions or most strategically significant operational actions to be delivered are set out in the Directorate Plan and will be
monitored each quarter by the Directorate Management Team and Committee Members as part of the quarterly reviews. The key actions for
this service are set out in this operational Service plans.
Risks to Delivery & Risk Register
Almost certain
5
10
15
20
25
Rating
Likely
4
8
12
16
20
Possible
3
6
9
12
15
Descriptor
5
Almost
certain
4
Unlikely
Unlikely
2
4
6
8
10
Rare
1
2
3
4
5
3
Possible
Insignificant
Minor
Significant
Major
Catastrophic
2
Likely
1
Rare
What we are going
to do to manage
those risks
Current risk details
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Description
I would not be at all surprised if this
happened within the next few months
I would be mildly surprised if this
occurred, but cannot entirely rule out
the possibility
I think this could maybe occur at some
point, but not necessarily in the
immediate future
I think this could occur sometime in the
coming year or so
I would be very surprised to see this
happen, but cannot entirely rule out the
possibility
Target – in one
year
Environmental Services Service Plan 2015/16
Risk
Energy
Recovery Plant
operation
Accidents/Injury
s - Staff/
Clients/Public
Details
Energy recovery plant is
used to dispose of
waste to meet statutory
targets to divert from
landfill, and to provide
heat to SHEAP for
district heating. Staffing,
Maintenance, waste,
key suppliers and
customers are essential
to the continued
operation of the plant.
Gremista Waste
Management Facility
caters for the Treatment
, Transfer and Landfill of
waste. Controlled by a
PPC permit it provides
for commercial industrial
and municipal waste,
civic amenity site and
recycling centre,
shredding and baling of
waste , shipping and
export of waste. and
sorting of waste for
recycling, incineration,
transfer and landfill.
Accident or injury to
staff, assualt, lone
working issues
Budget control
failure
Income/expenditure
outwith target
Gremista Waste
management
Facility
Page 17 of 29
Gross
Likelihood
Possible
Gross
Impact
Catastropic
Gross Risk
Rating
High (15)
Possible
Major
High (12)
Possible
Significant
Medium (9)
Possible
Minor
Medium (6)
Residual
Risk
Rating
High (12)
Current and Planned
Control Measure
Limited opportunity to cover
absent staff due to shift
structure, causing
excessive overtime and
stress.Engineers, trained,
budgets in place.
Chemicals contract in
place.
Analytical to be tendered
Waste from Orkney and
maintaining joint waste
strategy
Fleet management
engineers trained in
maintenance of shredder
and baler. limited operation
can continue without these.
JCB excavator with grab is
essential for sorting and
transfer. Planned Phasing
of landfill extension subject
to capital approval is
important due to restrictions
to leachate plant.
Residual
Likeli-hood
Possible
Residual
Impact
Major
Lead
Officer
Executive
Manager
Unlikely
Major
Medium
(8)
Executive
Manager
Risk
assesments,recruitment
training and management
of staff.
Regular monitoring of
service spending/training
Unlikely
Signifigant
Medium
(6)
Executive
Manager
Unlikely
Low
Low (4)
Executive
Manager
Environmental Services Service Plan 2015/16
Performance Indicators
Performance Indicators from Council Wide Performance Measures
Infrastructure
Directorate
Council
Environmental
Services Service
Performance
Statement
Improvement
Statement
3.6%
Infrastructure
has a lower
level of sickness
than most of the
Council
Managing sickness
absence effectively
and monitoring it is
a key activity for
our service
Contrary to
policy reviews
are carried
between NovMar to suit
service working
patterns and our
busy summer
works period
Managing the
outputs of ERD’s is
seen as a vital
component to
delivering our cross
training
programmes
Indicators / Measure
2014/15
(Projected)
2015/16
Target
2014/15
(Projected)
2015/16
Target
Sickness Absence Rates
3.9%
3.9%
2014/15
(Projected)
2015/16
Target
5.2%
minimum
Employee Review and
Development Meetings
held in Policy Period (MarMay)
Employee Review and
Development Meetings
held in the previous 12
Page 18 of 29
26%
100%
21%
100%
4%
100%
57%
100%
60%
100%
24%
100%
Environmental Services Service Plan 2015/16
Indicators / Measure
Infrastructure
Directorate
Council
Environmental
Services Service
Performance
Statement
Improvement
Statement
Systems have
been put in
place to monitor
the completion
of return to work
interviews.
Managing sickness
absence effectively
and monitoring the
return to work
interviews is a key
activity for
Environmental
Services
months (as at Jan 2015)
Return to Work Interviews
100%
N/A
100%
100%
Key Service Indicators
Performance Measure
Trading Standards
Customer Satisfaction
Percentage of food
hygiene inspection
programme completed
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Performance
2012/13
96.9%
96%
Performance
2013/14
Performance
2014/15
91.2%
Data not yet
available
88%
Data
Collecting on
going
Target
2015/16
Performance
Statement
Improvement
Statement
> 90.0%
Performance has
remained above
target, despite
resource cuts.
We will seek to
maintain our
performance above
target.
Maintain
performance
Reduced staff
however will aim to
achieve full
programme
100%
Environmental Services Service Plan 2015/16
Performance Measure
Percentage of premises
achieving PASS Standard
in Food Hygiene
Information Scheme
Performance
2012/13
80.5%
Performance
2013/14
Performance
2014/15
Target
2015/16
Percentage of household
Waste recycled
Page 20 of 29
13.3%
9793
Data
Collecting on
going
11.2%
Data
Collecting on
going
Continue to collect
from each
household
Activities to promote
better waste
awareness and
promotion of reuse
as well as future
reductions in visiting
workforce my reduce
waste created
Energy recovery has
been focus but need
to drive up recycling
rates
New recycling
system will be rolled
out in 15/16.
10760
13%
Improvement
Statement
Reduced staff
however will aim to
achieve improved
PASS standard
95% PASS by
2017
8$%
Amount of household
waste collected (tonnes)
10881
Performance
Statement
Environmental Services Service Plan 2015/16
Service Performance Indicators from the Local Government Benchmarking Framework
Scotland 2013/14
Shetland
Indicator
Min
Avg
Max
CORP 5b2 (Domestic Noise)
Average time (hours)
between time of
complaint and
attendance on site,
for those requiring
attendance on site
0.35
ENV1 - Gross cost
of Waste collection
Page 21 of 29
84.61
1488.00
Year
Value
Rank
11/12
0.10
1
12/13
48.00
26
13/14
1488.00
31
11/12
184.94
32
Target
Performance
Statement
Improvement
Statement
There are a low
number of cases in
Shetland and this can
sometimes produce
unusual figures like
this. Each individual
case has a different
response – many are
resolved without a
visit whereas others
need to log noise on
diary sheets so that
there is evidence on
which to base a visit.
There are a
substantial range of
different types of
noise complaint year
on year
As you know each
individual case has a
different response –
many are resolved
without a visit
whereas others need
to log noise on diary
sheets so that there
is evidence on which
to base a visit. There
are a substantial
range of different
types of noise
complaint year on
year
Taking active steps
to reduce costs,
Service is reviewing
routes and
Environmental Services Service Plan 2015/16
Scotland 2013/14
Shetland
Indicator
Min
Avg
Max
per premises
48.55
83.40
146.66
ENV1a - Net cost
per Waste
collection per
premises
Value
12/13
176.72
32
13/14
146.66
32
11/12
37.14
62.97
128.72
ENV2 - Gross cost
per Waste disposal
per premises
67.41
Page 22 of 29
Year
114.12
242.49
Rank
No data
12/13
144.16
32
13/14
128.72
32
11/12
279.08
32
12/13
325.69
32
13/14
172.37
30
Target
Performance
Statement
Improvement
Statement
reduce staff numbers
and reduce
equipment costs
considering best
practice to improve
efficiency.
Taking active steps
to reduce costs,
reduce staff numbers
and reduce
equipment costs
Service is reviewing
routes and
considering best
practice to improve
efficiency. New
recycling scheme will
reduce the overall net
cost of service. This
service is focused on
charging and
capturing commercial
waste
The performance has
improved because
we have to develop a
cost recovery model
for commercial waste
and a better capture
of commercial waste.
New recycling
service increase
income and reduce
the waste disposal
costs
Environmental Services Service Plan 2015/16
Scotland 2013/14
Shetland
Indicator
Min
Avg
Max
ENV2a - Net cost
per Waste disposal
per premises
11/12
16.83
90.64
166.72
ENV3a - Net cost
of street cleaning
per 1,000
population
7270.80
ENV3c Cleanliness Score
Page 23 of 29
Year
14,723.68
29,319.45
Value
Rank
No data
12/13
58.35
2
13/14
16.83
1
11/12
17733.
33
21
12/13
16587.
68
19
13/14
15689.
66
19
11/12
94.6
23
Target
Performance
Statement
Improvement
Statement
We are the best in
Scotland. Heat from
the waste burned at
the Energy Recovery
Plant is sold to the
district heating
company. The
improvement is due
to the development of
a cost recovery plan
to review full costs.
To recover full capital
and revenue costs.
The council achieves
one of the highest
cleanest score at
average costs
Staff are fully
engaged in
maintenance to a
high cleaning
standard. This is
actively monitored
and reported to
maintain
performance.
The council achieves
one of the highest
cleanest score at
Staff are fully
engaged in
maintenance to a
Environmental Services Service Plan 2015/16
Scotland 2013/14
Shetland
Indicator
Min
Avg
Max
Year
Value
Rank
(%age Acceptable)
87.4
96.1
100.0
ENV5 - Cost of
trading standards
and environmental
health per 1,000
population
14,874.32
Page 24 of 29
23,455.20
35,437.
96
12/13
96.5
15
13/14
98.3
6
11/12
81,777
.78
32
12/13
88711
.76
32
13/14
33965.32
31
Target
Performance
Statement
Improvement
Statement
average costs
high cleaning
standard. This is
actively monitored
and reported to
maintain
performance
Environmental Health
and Trading
Standards have
reduced
management and
staffing resource.
There has also been
work to ensure the
costs included are
comparable across
other Environmental
Health and Trading
Standards services
Maintain position and
find further
efficiencies through
more flexible use of
staff.
Environmental Services Service Plan 2015/16
Scotland 2013/14
Shetland
Indicator
Min
Avg
Max
ENV5a - Cost of
trading standards
per 1,000
population
11/12
1934.58
ENV5b - Cost of
environmental
health per 1,000
Page 25 of 29
Year
5886.02
12518.25
Value
Rank
No data
12/13
14002.59
32
13/14
10431.03
31
11/12
No data
Target
Performance
Statement
Improvement
Statement
The figure has
decreased
significantly from that
in 2012/13, because
the Trading
Standards service
has lost one quarter
of its staff
complement as part
of the council’s cuts
and restructuring. In
addition, Shetland’s
population has
increased over the
same period - this
also contributed to
the reduction in this
indicator.
We always seek to
constrain our costs
within the budget set
by the Council, and
will continue to do so
– but this indicator
will also be affected
by any change in the
population figure for
Shetland.
Environmental Health
has reduced
management and
Maintain position and
find further
efficiencies through
Environmental Services Service Plan 2015/16
Scotland 2013/14
Shetland
Indicator
Min
Avg
Max
Year
Value
Rank
population
7180.33
17569.18
27725.13
ENV6 - The % of
total waste arising
that is recycled
12.18
42.74
59.87
ENV7a - % of
adults satisfied with
refuse collection
66
Page 26 of 29
84
95
12/13
74709.18
32
13/14
23534.48
27
11/12
16.98
32
12/13
14.11
32
13/14
12.18
32
10/11
94.9
1
12/13
95
1
13/14
94
2
Target
Performance
Statement
Improvement
Statement
staffing resource.
There has also been
work to ensure the
costs included are
comparable across
other environmental
health services
more flexible use of
staff.
Low recycling is due
to our geographic
location and Best
Practical
Environmental Option
for Shetland is to
burn waste to
generate heat for a
district heating
scheme.
Introduction of
kerbside collections
to increase recycling
amounts from
household.
Weekly collections
and good public
cooperation.
Continue to work with
the public and revisit
routes to improve
service.
Environmental Services Service Plan 2015/16
Scotland 2013/14
Shetland
Indicator
Min
Avg
Max
Year
ENV7b - % of
adults satisfied with
street cleaning
58
76
85
Value
Rank
10/11
82.8
1
12/13
84
5
13/14
81
7
Target
Performance
Statement
Improvement
Statement
Dedicated cleansing
staff
Continue and
improve town centre
areas and promote
reduction in litter and
fly tipping.
Other Performance indicators
Indicator
Trading
Standards
response to
customers
2012/13
99.4%
Trading
Standards
80.0%
follow-up checks
on businesses
Page 27 of 29
2013/14
2014/15
99.6%
Data not
yet
available
100.0%
Data not
yet
available
Target 2015/16
> 90.0%
> 90.0%
Performance Statement
Improvement
Statement
Performance has remained above
target, despite resource cuts.
We will seek to
maintain our
performance above
target.
Performance has recovered,
following a drop.
We will seek to
maintain our
performance above
target.
Environmental Services Service Plan 2015/16
Trading
Standards issue
of calibration
certificates
97.2%
100.0%
Trading
Standards
completion of
consumer
complaints
91.3%
Page 28 of 29
91.6%
Data not
yet
available
Data not
yet
available
> 90.0%
> 85.0%
Performance has remained above
target, despite resource cuts.
We will seek to
maintain our
performance above
target.
The Council's performance has
stayed above the Scottish
average. We continue to seek to
resolve consumer complaints as
quickly as possible, but the time
taken is very dependent on the
nature and complexity of the issue.
We will continue to
work to resolve
consumer
complaints as
quickly as possible,
but the time taken
is very dependent
on the nature and
complexity of the
issue. Our target is
to complete at least
85% within 14
days, and we carry
out checks to avoid
any undue delays.
Environmental Services Service Plan 2015/16
Trading
Standards
completion of
business advice
requests
91.8%
85.5%
Data not
yet
available
> 90.0%
Most Scottish Councils are in the
range 90% - 100%. We continue to
seek to resolve business advice
requests as quickly as possible,
but the time taken is very
dependent on the nature and
complexity of the issue. In 20132014, the majority of the requests
which took longer than 14 days to
complete were ones in which the
business acted on our initial advice
and then came back to us some
time later to check that what they
had done was correct.
We will continue to
work to resolve
business advice
requests as quickly
as possible, but the
time taken is very
dependent on the
nature and
complexity of the
issue. Our target is
to complete at least
90% within 14
days, and we carry
out checks to avoid
any undue delays.
Contact Details
Environmental Health
Charlotte House
Lerwick
ZE1 0LX
environmental.health
@shetland.gov.uk
01595745250
Page 29 of 29
Trading Standards
Charlotte House
Lerwick
ZE1 0LX
trading.standards
@shetland.gov.uk
01595745250
Waste Collections
Gremista
Lerwick
ZE1 0PX
cleansing@shetland.
gov.uk
01595744819
Waste Disposal
Energy Recovery
Plant
Greenhead, Lerwick
ZE1 0PY
waste@shetland.gov.
uk
01595745160
Waste Disposal
Landfill/recycle
Centre
Gremista, Lerwick
ZE1 0PY
waste@shetland.gov
.uk
01595743960
Burial Service
Gremista
Lerwick
ZE1 0PX
burials@shetland.gov.
uk
01595744819