Agenda item

The reprot of the Director – Finance and Corporate Services is attached.

The Communications and Customer Services Manager presented the report of the Director – Finance and Corporate Services which outlined the results of the residents survey that took place in summer 2021. It was explained that the Residents’ Survey was conducted every three years and asked for feedback from residents on key Council services and suggestions for making the Borough an even better place to live and work.

The Group were informed that there was a small downward trend in the levels of satisfaction indicated by residents in a number of areas which was anticipated given the impact of the COVID-19 over the last 18-months on Rushcliffe communities. It was noted that the Local Government Association has reported that councils who surveyed this year are seeing a drop of 4-6% on previous results – due to the COVID impact and that in local government surveys residents tend to group all public service providers together and it is often not clear whether views are directed specifically to Borough Council or other parts of the public sector.

The Communications and Customer Services Manager summarised the results of the survey and was pleased to note that out of the 23 questions asked, five were above 80%. However, nine questions solicited a response of less than 60%. It was also highlighted that the largest proportion of less positive comments related to services run by the County Council – out of 264 comments overall, the largest number related to potholes, road and pavement maintenance. In addition, 68 comments were made in regards to services provided by the Police including anti-social behaviour associated with teenagers in villages and the perception that a greater police presence was needed. It was concluded that the fact that so many residents left feedback that relates to other organisations suggests that there is still a lack of understanding of which organisation does what and so feedback that related to levels of satisfaction may also be influenced positively or negatively by residents’ perceptions of services that the Borough Council does not provide. 

Following the results of the residents survey it was suggested in the report that a focus group be formed so that the Council can target its response to the survey feedback in areas where it believes it can make a measurable difference as well as continuing to deliver positive communications to influence views in other areas. It was anticipated that the focus group would seek to formalise an action plan from its discussions but also other ways the Council can keep residents informed in line with its 2022-2025 Communications Strategy, set to be finalised this Spring.

It was proposed by the Group that the next residents survey in 2024 should ask for residents to submit their postcode so that issues raised could be narrowed down by area. It was also recommended that the survey take place at a different time of year rather than the summer to see if different concerns are raised. The Group suggested that the survey should be promoted on social media including local Facebook groups and at parish council meetings.  

The Group provided suggestions for the Council’s communications strategy for example, the work of WISE in providing enforcement for littering and fly tipping and the consequences of littering and how it harms the environment. It was also suggested that the contact centre needs to be more prominent as many residents did not know where it was located.

The Group raised concerns about the purpose of the focus group. It was noted that residents involved in the focus group would more than likely be those who already engage with the Council. It was suggested that the Council should reach out to community groups such as the West Bridgford Community Association to improve engagement for example, asking for suggestions about how residents can celebrate the Queen’s Platinum Jubilee. The Group also suggested that the action plan resulting from the survey should be presented at a future Communities Scrutiny Group meeting before being approved.

The Service Manager - Neighbourhoods advised the group that it was important to note and focus on the fact that the percentage of people having overall satisfaction in the local area as a place to live remained very high at 84% and had slightly increased since the previous survey. He suggested that rather than re-scrutinise and agree any future action plan the group may wish to consider that any action plan is shared with the group.

It was RESOLVED that

a)    The report of the Executive Manager – Finance and Corporate Services be noted

b)    An action plan be produced following the results of the survey and for the action plan to be scrutinised by the Communities Scrutiny Group for approval.

c)     The Service Manager – Neighbourhoods raise the concerns about the creation of a focus group and facilitate further discussions with the Chairman, Portfolio Holder for Finance and Customer Access and the Director – Finance and Corporate Services and provide an update at the next meeting of the Communities Scrutiny Group.