Agenda item

The Chief Executive and Director of Customer and Community Services submitted a report updating Scrutiny Members regarding the results of the 2013 Residents’ Survey.  The Engagement and Partnerships Officer gave a presentation that summarised the results of the 2013 Residents’ Survey that had been carried out by Opinion Research Services (ORS).

Members were reminded that similar surveys had been conducted in 2009 and 2011.  The joint meeting of Scrutiny Committees was provided with a very detailed breakdown of the survey results in the report now submitted.

The Engagement and Partnerships Officer highlighted the levels of satisfaction across a number of the key functions of the Authority.  Members were provided with a grid analysis summarising the key and low priority issues as well as areas where improvements were most and least required.

In respect of what would encourage residents to access Council services online, 49% of respondents stated that they needed to be sure that online enquiries would be dealt with as quickly as if contact was made via another method and 29% stated that enquiries should be dealt with more quickly than if contact was made via another method.

27% of respondents commented that they would access Council services online if more information was available on the website whilst 21% said that online assistance and help would encourage them to access services online.

The Engagement and Partnerships Officer concluded that the 2013 Residents' Survey core questions had been transferred to the new LGA recommended format and several new questions had been added.  Members were advised that LGA benchmarking with other local authorities who continued to conduct a Residents’ Survey with the newly formatted questions would be undertaken when the relevant content became available.

Councillor N Symonds expressed concerns that the survey covered many areas such as education, potholes, roads and pavements, none of which were areas that were the responsibility of East Herts Council.  The Chief Executive and Director of Customer and Community Services stated that the open ended nature of the questions was based on the LGA model, which ensured that Local Authorities were using the same format to facilitate easy comparisons between the survey results.

Members were reminded that the public frequently did not distinguish which Authorities were responsible for which services.  The current format of the survey provided a balanced picture of what the public felt were the most important services being provided by the Authorities that covered the East Herts area.

In response to a request from Councillor Symonds, the Chief Executive and Director of Customer and Community Services undertook to write to the Chief Executive of Hertfordshire County Council to feedback the survey results that related to the functions that were the responsibility of the County Council.

The Leader explained that passing on relevant data to key partners such as Hertfordshire Constabulary and the County Council was an important part of the role of East Herts Council and the Authority was under an obligation to share this information as appropriate.

The Chairman stated that the survey results had not differed greatly from previous surveys although residents appeared to be concerned in respect of drunk and rowdy behaviour as well as drug related activity in some town centres.  The Head of Community Safety and Health Services explained that there had in fact been an overall reduction in the numbers of residents that were concerned about drunk and rowdy behaviour.

In response to a query from Councillor G Williamson, the joint meeting of Scrutiny Committees was provided with an outline of the how the focus groups would be set up. 

Councillor Mrs D Hollebon commented on whether the focus groups should be supported by Members.  The Chief Executive and Director of Customer and Community Services stated that there was no reason why there could not be a focus group that specifically involved Members.  Members supported this suggestion. 

RESOLVED – that (A) the setting up of structured focus groups, including one of Members, to be targeted on the areas identified by the public as “most important and most need improving”, be supported;

(B)   a targeted focus on “quick wins” providing opportunities for “you asked for ………..  we delivered”, be supported; and

(C)   feedback from the 2013 Residents Survey being used for the developing Strategic Plan for 2015/16 and the sharing of survey results with key partners, be supported.