| 1 | Fitness Membership Growth | Percentage | 6 | 0 | 1 | Apr 2024 | Quarterly | Red | Green | Up to date | 1.4%. Places Leisure is the new leisure provider for the 10-year leisure contract commencing 1st April 2024. Places Leisure settling in the new contract but on the whole the transition period has gone well. Places Leisure will use the first year of the contract for baselining, therefore no performance data targets to be sent for 2024/25. | |
| 2 | Fitness membership retention | Percentage | 82 | 44 | 82 | Apr 2022 | Annually | Green | Green | Overdue | 82%. Member Engagement Advisors continue to engage with members and work is underway to assess the impact of the MEAs and the Elevate service on customer retention and review the customer journey to ensure new members are provided with the support they need to feel confident to attend and use the leisure facilities on a regular basis. | |
| 3 | Fitness Membership Turnover (churn of members) | Percentage | 8.6 | 0 | 12.1 | Apr 2024 | Quarterly | Red | Red | Overdue | 12.09%. Direction of travel is smaller is better. Places Leisure will not set performance data targets for 24/25 as the first year of the new 10-year contract will be used for baselining. Memberships previously with Active Northumberland were given the choice to transfer to Places Leisure or cancel. | |
| 4 | Leisure centre usage numbers | Number | 515,545 | 0 | 484,941 | Apr 2024 | Quarterly | Red | Green | Overdue | The new 10-year leisure contract commenced on 1st April 2024 with NCC's new leisure provider, Places Leisure, now operating the 10 main leisure centres. Smaller sites, eg. Rothbury Pool & Gym, Druridge Bay Fitness Centre, Northburn Sports & Community Centre are not in the new contract and now managed by NCC. The first year of the contract will be baselining, therefore no targets for performance data. | |
| 5 | Level of customer satisfaction | Percentage | 88 | 44 | 88 | Apr 2022 | Annually | Green | Green | Overdue | 87.91%. Active Northumberland continue to strive to improve service quality and delivery. They use Quest, the Sport England recommended Continuous Improvement Tool for leisure facilities designed to measure how effective they are in customer service. Their new website has increased content for service users and better showcases their services and facilities. They aim to deliver a seamless booking experience incorporating automated timetables into the website, allowing service users to more easily book popular activities and access up-to-date content. | |
| 6 | Membership visits | Number | 423,658 | 0 | 389,382 | Apr 2024 | Quarterly | Red | Green | Overdue | The new 10-year leisure contract commenced 1st April with Places Leisure now operating the 10 main leisure centres. Memberships previously held with Active Northumberland were given the choice to transfer to Places Leisure or cancel. The first year of the 10-year leisure contract will be used for baselining, therefore no performance data targets will be set for 2024/25. | |
| 7 | Number of ‘learn to swim’ participants | Percentage | 7,465 | 0 | 7,382 | Apr 2024 | Quarterly | Red | Green | Overdue | 7382 is the average number of swim participants across Qtr 1. Places Leisure will not set performance data targets for 2024/25 as the first year of the new 10-year contract will be used for baselining. | |
| 8 | Number of new memberships | Percentage | 4,786 | 0 | 3,143 | Apr 2024 | Quarterly | Red | Green | Overdue | New Leisure Operator for the 10-year leisure contract commencing 1st April 2024 is Places Leisure who will operate the 10 main leisure centres. The transition period from Active Northumberland to Places Leisure has gone well and staff have worked hard to ensure a smooth transition for customers using the facilities at all sites. Places Leisure will use the first year of the contract for baselining so there will be no performance data targets set for 2024/25. | |
| 9 | Pay as you go visits | Number | 91,887 | 0 | 95,559 | Apr 2024 | Quarterly | Green | Green | Overdue | The new 10-year leisure contract commenced 1st April with new leisure provider, Places Leisure, operating the 10 main leisure centres. PAYG prices remain the same during Qtr 1. Places Leisure are using the first year for baselining and therefore no performance data targets will be set in the first year. | |
| 10 | Percentage of birth registrations on time | Percentage | 99.21 | 98 | 98.59 | Aug 2024 | Monthly | Red | Green | Overdue | During August we registered 355 births. 5 were registered over 42 days.
ACTIONS: Working with new mothers to arrange birth appointments within the 42 days to register baby | |
| 11 | Percentage of death registrations on time | Percentage | 80.34 | 90 | 76.08 | Aug 2024 | Monthly | Red | Red | Overdue | During August we registered 209 deaths. 50 of those registrations were over 5 days. On the 9 September a new death certification reform came into force. One of the changes was to the timescale for deaths to be registered. The KPI have been measured on deaths being registered within 5 days of death. The new changes now states the KPI will be measured on deaths being registered within 5 days of the registrars receiving the paperwork from the Medical Examiner. This hopefully will improve our KPI
ACTIONS: Working with the Medical Examiner's office. Changes to the death certification reform will hopefully improve our performance KPI's | |
| 12 | Swimming development occupancy | Percentage | 82 | 0 | 84 | Apr 2024 | Quarterly | Green | Green | Overdue | 84%. Places Leisure will not set performance data targets for 2024/25 as the first year of the new 10-year contract will be used for baselining. | |
| 13 | Tourist visitor numbers (millions) | Number | 5.3 | 0 | 5.3 | Apr 2020 | Annually | Green | Green | Overdue | Latest data is for 2019/20 | |