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From effort to evidence: Guildford’s performance data shows a borough on the rise

From effort to evidence: Guildford’s performance data shows a borough on the rise

Guildford Borough Council has published its latest performance figures, marking a significant moment to reflect on two years of determined improvement. The data shows a consistently positive picture across all services. Guildford’s economy is at a historic high, there is major progress in housing, safety and tenant satisfaction, and sustainability achievements have put the borough at the forefront of environmental leadership. Guildford is a place moving forward with real purpose and momentum. 

Internally, the Council is now demonstrably stronger, with tighter governance, growing external assurance and a level of financial resilience not seen for many years. 

Cllr Julia McShane, Leader of the Council, said: 
“This is the culmination of two years of hard work by our staff, partners and councillors. We took an honest look at where we were, we acted, and today’s data shows just how far we’ve come. Our economy is thriving, our services are more consistent, and our housing performance has improved dramatically.  

Housing performance has seen a real step change: repairs are being carried out faster, for example 98% of emergency jobs are completed on time, and compliance is strong – 100% across fire, asbestos and legionella, with electrical compliance above 90% and gas compliance at 99.8%. 

I’m delighted that tenant satisfaction has risen sharply, up 9pp [from 61% to 70%)]. Participation in leisure and wellbeing activities is also rising across the borough, highlighting a more active and connected community.  

Whilst this evidence is great news for the borough, many risks remain. We have always been clear that this is a three-year process. Challenges and risks remain, but we are determined to continue making progress. There is more to do – but this is a borough moving in the right direction.” 

Behind the progress is a sustained programme of improvement: independent oversight from the Independent Assurance Panel, a clear Corporate Strategy, stronger governance, and the Council’s first Delivery Plan setting transparent goals for residents and businesses. 

Cllr Julia McShane, Leader of the Council, added:  
“Over the coming months we are expecting new reports from both the Independent Assurance Panel and the Regulator of Social Housing. They will rightly highlight remaining risks as well as the progress we’ve made. We welcome that scrutiny, because our residents deserve nothing less, and we are fully committed to addressing any issues raised.” 

Cllr Phil Bellamy, Lead Councillor for Finance, said: 
“Financially, we are in a completely different place from where we were two years ago. Thanks to the hard work already put in – and full credit to my predecessor for stabilising the situation – we now have a balanced budget for the next two years. That stability matters because it means we can continue delivering reliable services, invest where it’s needed most and give residents confidence that the Council is on a secure financial footing as we head into the new West Surrey Unitary.” 

Angela Goodwin, Lead Councillor for Environment and Sustainability, said: 
Our sustainability performance continues to stand out. Over 60% (61.9%) of waste in Guildford is now recycled, composted or reused – the highest amongst the districts that will form West Surrey Council. We’ve improved air quality across much of the borough, and we’re one of the first councils nationally to adopt internal carbon pricing.” 

Guildford’s economic performance is one of the strongest elements of the data, marking the borough’s highest levels of vitality since before the pandemic. 

Amanda Masters, Chief Executive of Experience Guildford, said: 
“We’re seeing continued positive momentum. The town centre is enjoying an increase in footfall, 6% up year on year in the last quarter of 2025. We currently have one of the lowest vacant unit rates in the UK at just 6%, placing us among the stronger centres nationally. Christmas trade in the town centre was strong overall with 53% of the retail, hospitality and leisure businesses that were surveyed reporting that their December trade was up on the previous year. Guildford town centre continues to build on its vitality.” 

The Council acknowledges that challenges remain, but the data provides a clear signal: Guildford is more stable, more confident and better placed to serve residents as it enters the next phase of its improvement journey and prepares for Local Government Reorganisation. 

Notes to Editors  
 
Progress in housing data (decent and affordable housing key priority) 

  • 98% of emergency repairs completed on time 
  • Compliance is at 100% for fire safety, asbestos, legionella and lifts, with electrical compliance above 90%. Gas compliance is at 99.8%. 
  •  Major uplift in routine repairs: improved by 14pp since Q1, reaching 86%,  
  • Tenant satisfaction up 9pp (from 61% to 70%) 
  • Performance with tenants’ satisfaction that their home is well maintained has improved by 5% (from 61% to 66%) and tenants satisfied that their home is safe has improved by 6% since 2024/25 (from 68% to 74%). 

Progress in economic data (prosperous borough key priority) 

  • Town centre footfall up 15.2% on the same period in 2024, equating to nearly 316,000 additional visits (this data is referring to the period July to September) 
  • Strong commercial occupancy. Town centre occupancy is at its strongest since January 2021, marking the best position since the post COVID recovery (The vacancy rate within the council’s commercial property portfolio has almost halved in the past 18 months from 4.76% in Q4 2023/24 to 2.66% in Q2 2025/26). 
  • Increased town centre parking is supporting economic activity supporting local businesses and the evening economy. 
    (2025/26 KPI shows an increase in ticket sales since Q1, aligning closely with rising footfall trends). 

Progress in sustainability data (sustainable borough key priority) 

  • Council carbon emissions down by 18% since the baseline year (2019/20) 
  • 99% of refuse and recycling bins collected first time (Q2). 
  • 61.9% of household waste in Guildford was recycled, composted or reused. The highest in West Surrey councils. 
  • Air quality is improving – 80% of monitoring locations consistently meeting the Nitrogen Dioxide objective of less than 40 micrograms per cubic metre. 
  • Fly tipping hit an average clearance time of under one day (Q2) 
  • Internal Carbon Pricing – one of the first councils to adopt this. 

Progress in resilient and well-managed data (resilient and well-managed borough key priority) 

  • Two-year balanced budget 
  • Reserves remain healthy and well managed, providing resilience against future financial pressures and uncertainty. 
  • The Independent Assurance Panel continues to confirm and report consistent and sustained improvement. 

Progress in inclusivity data (inclusive borough key priority) 

  • Participation in the council’s leisure and cultural activities has increased – Q2 attendance is up 8% compared to Q1 2024/25. 
  • Attendance at the Hive up 2.5%  
  • 1,084 handy person jobs completed 
  • 15,646 community meals delivered, and 932 pantry bags provided 
  • Over 8,000 community transport journeys completed 


​ Press contact: The Communications Team – e-mail commsteam@guildford.gov.uk