Performance Improvement Report 2024/25

Customer engagement and digital outcomes

Two Digital Customer Kiosks are now available at Lagan Valley Island and Ballyoran Community Centre, allowing users to:

• Access council information: Browse and engage with a range of council-owned websites, including the corporate website, for services and updates.
• Report issues: Quickly report local concerns or problems.
• Stay updated: Browse upcoming events, community activities, and view the latest updates from the council.
• Submit requests: Submit service requests, such as bulky waste collection.
• General enquiries: Submit general questions or concerns.
• Access local resources: Find information on local facilities, including libraries, parks, and recycling centres.

These kiosks reflect the council's ongoing commitment to providing accessible digital solutions for the community, particularly for those facing challenges in accessing online services. The devices include built-in analytics to monitor usage and impact, so the council can continue improving these devices. Both have been equipped with secure kiosk software so the public can access essential information and services securely.

Devices have been in LVI & Ballyoran since the beginning of October 2024. Since installation, LVI has had a total of 301 sessions and Ballyoran has had a total of 147 sessions where a user has interacted with their respective kiosk. It has allowed for real-time data tracking for services being requested such as how many people have been accessing council information and how many are reporting issues by submitting forms.

Further work to be explored to utilise these kiosks across all centres.

Economic Development outcomes

The Council strives to target those furthest from the labour market who face additional barriers to employment. As part of Lisburn & Castlereagh City Council’s Labour Market Partnership programme, the Council has developed a diverse range of employability programmes that will support our residents to achieve qualifications and gain employment. During 24/25, 265 local residents have enrolled on the 14 employability programmes that have been implemented by the Lisburn Castlereagh LMP Team.

Welding Academy

The engineering sector across Lisburn & Castlereagh is hugely important to the local economy and employees with welding skills are in high demand. On that basis, the Lisburn and Castlereagh Labour Market Partnership successfully delivered an innovative Welding Academy to 15 of our local residents.
During the course of this programme, participants received industry standard training to gain a UK welding standard (British Standard 4872) certificate. The training provided them with the skills to take up welding roles in this important sector. The training was delivered by SERC at their dedicated training facility in Dundrod. One-to-one mentoring support with the Careers Team at SERC matched participants with local employers leading to an employment outcome of 80%, thus reaching our targets in full.

Vision to Venture: A Self-Employment Support Programme

Aspiring entrepreneurs have been given a boost with the launch of ‘Vision to Venture’ a new self-employment support programme which will offer participants up to £500 to assist with business start-up. Forty participants have enrolled on the programme and are currently over halfway through the programme.

Gamified Learning

Forty residents have graduated from the first ‘Gamified Essential Learning Programme’ provided by the Lisburn and Castlereagh Labour Market Partnership. They all embraced the interactive non-classroom learning environment delivered by Studyseed CIC on the council’s behalf.

Each of our ‘Gamified Graduates’ has shown that numeracy and literacy can be learnt in a fun, supportive game-style environment. From taking part in games to earn points to levelling up and from completing challenges to winning badges, there was ‘plenty to play’ for when taking part in the programme.

Our intention with this free programme was to help residents improve their employability. Participants have graduated and received a recognised qualification in numeracy or literacy, which is excellent.

The lessons took place in a relaxed environment in venues across the council area with some friendly competition taking place.

The council hopes to run this programme again in the next financial year.

Multiply Family Fun Day

Over 130 families from Lisburn and Castlereagh participated in the Multiply Family Fun Day at Lagan Valley LeisurePlex on Saturday, 29th March 2025.

Hosted by Healthy Kidz in partnership with Lisburn and Castlereagh City Council Labour Market Partnership, this action-packed event offered a fantastic mix of fun, fitness, and friendly competition, making it the perfect day out for children and parents alike.

With team challenges, interactive games, and fantastic prizes, families will have the opportunity to take part in a range of activities that promote physical activity and teamwork in a fun and inclusive setting.

SPARKX: Numeracy Bootcamp

In March, 40 local people of all ages came together to celebrate their achievements when completing the Sparkx Numeracy Bootcamp. This programme was targeted towards enhancing the numeracy skills of those who have additional needs. The celebration event had a brilliant buzz, with friends and families joining in the fun.

The SPARKS programme, delivered by Stepping Stones NI, has helped build confidence, skills and pathways to further learning. We're proud that 13 participants are now progressing to accredited Maths qualifications (Entry Level 1 to Level 3) – a fantastic step forward for their futures.

Leisure outcomes

A lot of good work has taken place during 24/25 across the council to develop our activities for all by providing more dedicated and inclusive opportunities.

Irish Linen Centre & Lisburn Museum:

• Accessibility videos from YouTube have been posted on our website.
• Continuing to make digital collections accessible via Virtual Museum.

Shared Education (St Aloysius and Ballymacash PS)

Workshops on recycling, science of flight, Victorian day, and family crest. These activities catered to a large number of students from different schools, promoting inclusivity and collaboration.

Annual Flaxie Day

This large-scale event attracted over 1000 participants and featured a wide range of activities designed to engage attendees of all ages, with a special focus on encouraging participation from children under 5. The event included interactive workshops, educational demonstrations, and hands-on activities. By offering family-friendly entertainment and activities tailored to young children, Flaxie Day aimed to break the perception that the museum is not for the under 5 demographic.

Shared Education

St Patrick’s, Ballynahinch enjoyed a tailored guided tour and bespoke workshops, which included a significant number of participants and promoted educational inclusivity.

Talks Programme

Attracted a wide audience, including first time visitors to the museum. The talks are also available on the museum's YouTube channel, allowing a wider audience to benefit from the content, extending the reach and impact of the museum's efforts.

LGBTQ+ History Month: "The Troubles I've Seen"

This event provided a platform for discussing important issues faced by the LGBTQ+ community, fostering understanding and acceptance. This event was part of the museum's commitment to creating inclusive opportunities for all members of the community.

Outreach Talks

Various outreach talks were delivered to groups within the local community, ensuring that educational opportunities were accessible and inclusive for all participants.

Comments from education groups:

“Staff were engaging, helpful and very hands on - which made the workshop feel relaxed and fun filled” - Home Education group

“Very well organised - kept the kids entertained for the full amount of time - some could have stayed on they enjoyed it that much. They got to use their imaginations and come up with very creative things. Would recommend” - Shared Education Group
 

Feedback on the Weaving Workshop and exhibitions:

"I loved this! It's free to enter and there's so much to learn! Alison (the in-museum weaver) is so knowledgeable and talented and taught us all about the different looms and the card punching machine and the different weaving techniques. She really made the history come to life! The gift shop is also lovely. If you're in Lisburn, this is well worth a visit because you learn about so much more than just linen!"

"Our WI group visited the museum this morning. It was a very interesting experience; the guides were very informative and Angus was particularly engaging. It was also lovely that they provided us all with seats so we didn’t have to stand! A really thoughtful touch. I intend to return and look at the exhibits all over again!"
 

Comments from Flaxie event:

“This was an excellent experience for the children and age appropriate. They really enjoyed the activities provided for them.”

“Enjoyed Arts and crafts and face paint! Would like more regular children’s events. Staff very friendly, very helpful.”
 

Comments on talks programme:

“Fabulous talk, very informative. Very welcoming & knowledgeable staff. Booking process very straightforward. Many thanks for a most entertaining evening.”

“This was a fantastic informative talk by a true expert in a great venue.”

“Easy & effective booking. Welcoming staff. Great talk. Would love to know more.”

Sports Services:

Sports Services Disability Friendly Sessions

Disability Friendly Skating sessions were delivered at Dundonald International Ice Bowl on the second Tuesday and last Friday of every month.

Positive testimonies received from customers across the Sports Services Unit:

Parent & Infant Circuits
"The excellent instructor Samuel. Really made the class enjoyable and was so good with providing supportive encouragement. The children really enjoyed the activities provided for them too."

Aqua Zumba
"The energy that the instructor brought, along with the fun, music & enthusiasm. It was an excellent class which encouraged friendship too."

Zumba Gold
"Friendly, fun, instructor pleasant knowledgeable."

"The music, the dancing, that 'craic' and most of all our wonderful teacher Cindy."

PARS
"The class instructor and all the individuals who it means so much to. The PAR classes means so much to everyone who attend. There should be more class numbers for people who get so much out of the classes, both physically and mentally."

"I just wanted to let you know that I found the chair based exercise classes enjoyable and beneficial. I would never have believed that such a wide range of exercises from toes to finger tips could be achieved from a sitting position. My mobility issues are to do with arthritis in my knees and of course the many exercises focusing on leg movements were helpful and doable. However, I also found the upper body stretching exercises useful for back and shoulder movement and flexibility. I also appreciated the information you gave us about how the different muscles work."

"Just wanted to let you know how much we enjoyed your Tuesday class. John has Parkinson’s and has difficulty sleeping but he was very keen to attend the class. It gave him goals and he enjoyed getting out and socialising.

I attended as John’s carer and I really enjoyed the class and it certainly helped to keep me moving. I had been going to Pilates but was starting to find it difficult. Your class certainly filled the gap. We’re looking forward to the next class."

"Just want to say thanks for starting this class, it has certainly helped me. After severe hip arthritis for a few years and then 2 replacements, I had lost a lot of muscle due to having very limited mobility and therefore not being able to do any exercise. This class had definitely helped me, muscle strength is improving as is mobility. I also do the Aqua for Health, which is also a great help in getting me back to a better degree fitness.

I am very grateful for the Leisureplex and the Council running these programmes which encourage those of us with various health issues to get into exercises which help target our problems, the classes are enjoyable - and stretching - and also, importantly, social. All of these have been proven by several QUB PHD research to be some of the main things that are vital to maintaining physical and mental health in older people. So, again, thank you for doing these classes."

"I just want to take this opportunity to thank you and Marina personally for basically changing and improving my life. When I first was accepted on the Pars course, I had a lot of weight to lose to improve my health and fitness. I have lost 8stone since starting Vitality and I joined your retro class and Marinas Zumba and I just love it. I look forward every week coming to classes as they are always fun my daughter now is doing Zumba with me and has lost 4 stone. I think when people like you both work so hard it isn’t recognised, and I hope the powers that be see my email."

Yoga
"Very inclusive, great instruction and great vibes. As a beginner I felt very welcome and comfortable. I got a lot from the class. Thanks!"

Pilates
"The teacher Cindy is just the best. She is the best craic and makes everyone so comfortable, but also pitches things at such a great level so everyone is able to push themselves for their own goals. And she aims to tackle the issues we all have - like sore backs from sitting at desks etc. I’ve done Pilates classes with several instructors, but Cindy is by far and away the best."

"I love the way Nuela makes the class hard work but makes it easy for everyone to participate no matter what their ability. She doesn't give criticism and genuinely wants you to enjoy the class."

Over 50’s Circuits
"Always good fun and plenty of variety. You can go as fast or as easy as you like. The chat afterwards is great. Bill always takes time with new people and makes all of us feel welcome. Very positive experience."

Parkinsons Day – Social Club
"We had the pleasure of Andrea attending a recent social club for people with Parkinson’s and their carers. Andrea is a fantastic instructor who brought both energy and compassion to the session. She tailored the exercises to suit all levels, ensuring that everyone felt comfortable. Her clear instructions and positive encouragement made the session effective but also enjoyable."

Active Ageing and PARS
"I want to take this opportunity to thank you for the most helpful 8 week ‘Chair Based’ exercise classes that I attended on Tuesday mornings. Your approach, encouragement and friendliness to everyone added to the enjoyment of the classes. You have a gift for making each person feel important and special, and without our realising it, you enabled each of us to push ourselves to benefit fully from all the movements and various exercises. A few of us were commenting on how much more flexible we feel and much stronger as a result of attending these particular classes."

"Andrea, I have also greatly benefited from the other classes I have had opportunity to attend over the past year. I enjoy the ‘PARS Active Aging 50+’ class on Wednesday and the Thursday morning ‘PARS+ Pilates’. Likewise, I have enjoyed the ‘Aquatic Activity for Health’ programme when I have had opportunity to attend. Prior to attending these classes I had difficulty sleeping because of severe pain in my right leg. Now I sleep well and any discomfort I have at times I can cope with. You have certainly given me a greater quality of life and I feel much fitter and better able to cope with all the various duties and responsibilities that come my way. I do hope I will continue to have the privilege of benefitting from your excellent teaching."

Ref: ED1

Statutory indicator:

The number of jobs promoted through business start-up activity
(Business start-up activity means the delivery of completed client led business plans under the Department of Economy’s Regional Start Initiative or its successor programmes.)

Standard to be met (annually):

85(DfE)
116 (GfI)

Result Year end 2022/23:

113

Result Year end 2023/24:

73

Result Year end 2024/25:

119 (estimated)

Explanation of 2024/2025 result:

This business start-up activity is the delivery of the statutory jobs promotion target as set by Department for the Economy (DfE) via the Business Support Programme “Go Succeed”.

The LCCC statutory target was historically for 85 jobs annually. However, DfE introduced a new annual target of 116 jobs in June 2023.

This resulted in a blended target for 2023/24 of 111 jobs, with the new 116 job target being in place from 2024-25 onwards.

The statutory job target has been outperformed by LCCC each year, until 23/24 year. Its ability in 23/24 was hampered by the delays in the implementation and setup phases of the Go-Succeed programme.

The 2024/25 figure is a draft number to be finalised by the lead Council for the Programme, Belfast City Council. This is expected to be finalised in July 2025.

Ref: P1

Statutory indicator:

The average processing time of major planning applications.

[An application in the category of major development within the meaning of the Planning (Development Management) Regulations (Northern Ireland) 2015(a)]

Standard to be met (annually):

Major applications processed from date valid to decision or withdrawal within an average of 30 weeks.

Result Year end 2022/23:

87.2 weeks

Result Year end 2023/24:

56.4 weeks

Result Year end 2024/25:

59.2

Explanation of 2024/2025 result:

The average processing times for major applications for all councils was reported in the Annual Statistical Bulletin 2024/25 as 39.6 weeks.  Performance within LCCC for the 2024/25 period was 59.2 weeks compared to 56.4 weeks the previous year.

LCCC demonstrates continuous improvement in the processing of this type of application over a three-year period ranking 9, relative to other councils.   Some of the major obstacles to achieving performance of a 30-week turnaround for major applications remains the need to secure section 76 planning agreements.  This adds significantly to the overall processing time for applications and not taken into account by the Department when this key performance indicator was designed.

It remains the target of the council to present at least one major application to committee every month and there remains a continued focus on moving major applications through the planning system as soon as the process allows. A Protocol is implemented and is now realising improvement in the processing of legal agreements which should see an overall reduction in the processing times of major applications.

Ref: P2

Statutory indicator:

The average processing time of local planning applications.

[Local applications mean an application in the category of local development within the meaning of the Planning (Development Management) Regulations (Northern Ireland) 2015, and any other applications for approval or consent under the Planning Act (Northern Ireland) 2011 (or any orders or regulations made under that Act)]

Standard to be met (annually):

Local applications processed from date valid to decision or withdrawal within an average of 15 weeks.

Result Year end 2022/23:

16.2 weeks

Result Year end 2023/24:

42.4 weeks

Result Year end 2024/25:

38.8 weeks

Explanation of 2024/2025 result:

The average processing times for local applications for all councils was reported in the Annual Statistical Bulletin 2024/25 as 19.0 weeks. Performance within LCCC for the 2024/25 year end was 38.8 weeks compared to 42.4 weeks the previous year. 

There was an decrease in average processing times of 3.6 weeks. The ability to achieve good performance was constrained by a number of factors including a backlog of older applications. The implementation of a review of the structure and a performance review means that a significant number of these applications are decided and this is reflected in the figure for 2024/25.

It should be noted that the council processed approx. 120 more applications than it received. There remains a continued focus on reducing the backlog of older applications and the improvement project is continued with the aim of significantly reducing the median time taken to process local applications in the incoming financial year.

Ref: P3

Statutory indicator:

The percentage of enforcement cases processed within 39 weeks.

[Enforcement cases are investigations into alleged breaches of planning control under Part 5 of the Planning Act (Northern Ireland) 2011 (or under any orders or regulations made under that Act).  (b).]

Standard to be met (annually):

70% of all enforcement cases progressed to target conclusion within 39 weeks of receipt of complaint.

Result Year end 2022/23:

83.9%

Result Year end 2023/24:

83.3%

Result Year end 2024/25:

69.6%

Explanation of 2024/2025 result:

The council processed 69.6% of enforcement cases which is only 0.4% less than the agreed statutory target which is broadly in line with the average figure for NI which was 70.7%.

The enforcement team were not able to perform to the same level as previous years due to a number of personnel changes within the team.

A programme of capacity building is implemented to provide additional resilience in the team. There is a renewed focus on ensuring that the performance returns to the levels of previous years.

Ref: W1

Statutory indicator:

The percentage of household waste collected by district councils that is sent for recycling (including waste prepared for reuse).

[Household waste is as defined in Article 2 of the Waste and Contaminated Land (Northern Ireland) Order 1997(a) and the Controlled Waste and Duty of Care Regulations (Northern Ireland) 2013(b)]

Standard to be met (annually):

50%

Result Year end 2022/23:

50.5%

Result Year end 2023/24:

50.9%

Result Year end 2024/25:

50.42% (unverified until the NI Local Authority Collected Municipal Waste Statistics annual report is published later this year.)

Explanation of 2024/2025 result:

LCCC has achieved a household waste preparing for reuse, dry recycling and composting rate, KPI of over 50%. 

Performance improvement is required to increase municipal waste recycling rates, in line with the Waste (Circular Economy) (Amendment) Regulations (Northern Ireland) 2020. 

Ongoing work on harmonisation of kerbside dry recycling collections has been paused in anticipation of the outcomes of a central government consultation including proposals around delivery of council kerbside collections.  This delay will have an impact on progress with regards to improving recycling rates. 

The validated 2024/2025 figure will be included in the NIEA NI Local Authority Collected Municipal Waste Statistics annual report when published later this year. (Approx. November 2025).

Ref: W2

Statutory indicator:

The amount (tonnage) of biodegradable Local Authority Collected Municipal Waste (BLACMW) that is landfilled.

[Local authority collected municipal waste is as defined in section 21 of the Waste and Emissions Trading Act 2003(c)]

Standard to be met (annually):

16,444 tonnes

Result Year end 2022/23:

14,240 tonnes

Result Year end 2023/24:

14,099 tonnes

Result Year end 2024/25:

12,548 tonnes (unverified until the NI Local Authority Collected Municipal Waste Statistics annual report is published later this year.)

Explanation of 2024/2025 result:

NILAS targets were set until 2019/20 so while there was no target for 2024/25 it is the expectation that levels of BLACMW should remain within the final year allowance.

The validated 2024/2025 figure will be included in the NIEA NI Local Authority Collected Municipal Waste Statistics annual report when published later this year. (Approx. November 2025).

Ref: W3

Statutory indicator:

The amount (tonnage) of Local Authority Collected Municipal Waste arisings.

[Local authority collected municipal waste arisings is the total amount of local authority collected municipal waste which has been collected by a district council]

Standard to be met (annually):

N/A

Result Year end 2022/23:

74,211 tonnes

Result Year end 2023/24:

77,617 tonnes

Result Year end 2024/25:

78,738 tonnes (unverified until the NI Local Authority Collected Municipal Waste Statistics annual report is published later this year.)

Explanation of 2024/2025 result:

The validated 2024/2025 figure will be included in the NIEA NI Local Authority Collected Municipal Waste Statistics annual report when published later this year. (Approx. November 2025).