residents survey 2018 - london borough of hounslow · 2019-02-04 · possible. in addition to this...
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Research Report
Residents Survey 2018
Prepared for: London Borough of Hounslow
Prepared by: BMG Research
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Residents Survey 2018
Prepared for: London Borough of Hounslow
Prepared by: BMG Research
Date: January 2019
Produced by BMG Research
© BMG Research Ltd, 2019
www.bmgresearch.co.uk
Project: 1640
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Table of Contents
1 Introduction .................................................................................................................... 1
1.1 Background............................................................................................................. 1
1.2 Methodology ........................................................................................................... 1
1.3 Reporting ................................................................................................................ 1
2 Key Findings .................................................................................................................. 3
2.1 Overall perceptions of local area and Hounslow Council ......................................... 4
2.2 Detailed perceptions of Council performance .......................................................... 4
2.3 Local services ......................................................................................................... 5
2.4 Communications and local democracy .................................................................... 5
2.5 Residents’ concerns ................................................................................................ 5
2.6 Community safety ................................................................................................... 6
2.7 Respect and consideration ...................................................................................... 6
3 Overall perceptions of local area and Hounslow Council ................................................ 7
3.1 Overall perceptions of local area ............................................................................. 7
3.2 Overall satisfaction with how Council runs things .................................................. 10
3.3 Perceptions of Council providing value for money ................................................. 12
3.3.1 Reasons for disagreement ............................................................................. 13
3.4 Key Driver Analysis ............................................................................................... 14
4 Detailed perceptions of Council performance ............................................................... 16
4.1 General performance ............................................................................................ 16
4.2 Listening and communicating ................................................................................ 19
4.3 Making the local area a better place to live and work ............................................ 21
5 Local services .............................................................................................................. 22
5.1 Use of Council-provided services .......................................................................... 22
5.2 Perceptions of local services ................................................................................. 23
6 Communications and local democracy ......................................................................... 27
6.1 Keeping residents informed about services and benefits....................................... 27
6.2 How residents obtain information about the Council and Council services ............ 28
6.3 Internet access ..................................................................................................... 31
6.4 Awareness of elected representatives ................................................................... 32
7 Residents’ concerns ..................................................................................................... 36
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Residents Survey 2018
7.1 Areas of Council focus .......................................................................................... 36
7.2 Heathrow airport third runway proposal ................................................................. 40
7.3 Changes to Council tax ......................................................................................... 43
8 Community Safety ........................................................................................................ 45
8.1 Feeling safe .......................................................................................................... 45
8.2 Anti-social behaviour ............................................................................................. 49
8.3 Addressing crime and anti-social behaviour .......................................................... 52
9 Respect and consideration ........................................................................................... 54
9.1 Getting on well together ........................................................................................ 54
9.2 Pulling together to improve the local area ............................................................. 55
9.3 Unpaid help........................................................................................................... 56
Appendix 1: Sample profile ................................................................................................. 57
Appendix 2: Survey questionnaire ....................................................................................... 61
Appendix 3 : List of tables and figures ................................................................................. 77
Appendix 4: Statement of Terms ......................................................................................... 80
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Introduction
1
1 Introduction
1.1 Background
In 2018, BMG Research was commissioned to undertake a survey of London Borough
of Hounslow residents. This document summarises the findings of the 2018 survey
conducted among 1,256 local residents aged 18+ in September and October 2018. A
separate cross-tabulated data report is available for more detailed analysis.
1.2 Methodology
The survey was administered on a face-to-face basis, using CAPI technology at pre-
selected sampling points across Hounslow. To generate these sampling points Index
of Multiple Deprivation scores (IMD) were ranked from high to low at Lower Super
Output Area (LSOA) level within each ward. These were then segmented into quintiles
within each ward. After the LSOAs within the borough had been sorted in this way,
sampling points (COAs) were selected randomly and all addresses were identified
from the postcode address file within each COA to form the sample. A target of
approximately 10 interviews was to be achieved per sampling point with 6 sampling
points selected per ward to generate circa 62 interviews per ward. Whilst the
interviewers were able to approach any address within a sampling point, quotas were
set by age, gender and ethnicity within each ward to ensure a representative spread
by demographic profile.
1.3 Reporting
Based on the Hounslow population aged 18+ being 207,540 as recorded in the 2016
mid-year population statistics, a sample size of 1,256 has a confidence interval of
±2.76 at a 95% level of confidence. This means that we can be 95% certain that the
percentages reported from this sample are within 2.76 percentage points of the
percentages that would be observed if the entire Hounslow population was
interviewed.
Weights have been applied to the data by ward, age, gender and tenure using 2016
mid-year population statistics or where this is not available the 2011 census statistics.
This is to ensure that the data is fully representative at the borough level as well as
ensure comparisons with the 2016 data. Analysis has been provided in this report at
Area Forum scale.
Throughout the report comparisons have been made to the 2016 survey results, where
possible. In addition to this the report also looks to make comparisons to the Local
Government Association (LGA) findings from their public polls on resident satisfaction
with local councils, which is conducted every four months via the telephone. For the
purpose of this report the June 2018 LGA survey data has been used.
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Throughout this report the word “significant” is used to describe differences in the data.
This indicates where the data has been tested for statistical significance using the t-
test. This testing identifies ‘real differences’ (i.e. difference that would occur if we were
able to interview all residents in the borough rather than just a sample). However, as
already noted the actual percentages reported in the data may vary by ±2.76
percentage points at the 95% confidence level on an observed statistic of 50%. In
tables any figures shown in bold are significantly greater than the total. Arrows are
used to highlight significant differences from the 2016 survey with a red arrow showing
a negative change and a green arrow a positive change from 2016. Where the change
from 2016 is not necessarily positive or negative black arrows are used.
Figures and tables are used throughout the report to assist explanation and analysis.
Although occasional anomalies appear due to ‘rounding’ differences, these are never
more than +/-1%. These occur where rating scales have been added to calculate
proportions of respondents who are satisfied at all (i.e. either very or fairly satisfied).
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Key Findings
3
2 Key Findings
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2.1 Overall perceptions of local area and Hounslow Council
Over four-fifths of Hounslow residents are satisfied with their local area as a place to
live. This is consistent with perceptions of the local area in 2016 and more positive
than perceptions in the latest nationwide polling conducted by the LGA during June
2018.
Words used by residents to describe their local area in Hounslow are on the whole
positive with over a quarter of residents mentioning the area being quiet and peaceful
and close to a quarter mentioning the area being nice and friendly.
Over seven in ten residents are satisfied with the way Hounslow Council runs things
which has increased significantly since 2016 and satisfaction is significantly higher
amongst Hounslow residents than the scores in the June 2018 LGA nationwide polling
data.
Close to two thirds agree that Hounslow Council provides value for money. This is a
significant increase from agreement in 2016 as well as being significantly higher than
the June 2018 LGA nationwide data. There is some uncertainty on this however, with
over a fifth of residents stating they neither agree nor disagree or they do not know.
The main reason for residents disagreeing that the Council provides value for money
are ‘poor refuse/recycling service’, ‘lack of cleanliness/litter/dirty area’ and ‘don’t do
much for what we pay/don’t give value’.
2.2 Detailed perceptions of Council performance
In terms of the Council’s general performance half of residents feel the Council speaks
up for their Borough across London and nationally and are doing a better job now than
one year ago either to a great deal or some extent. These statements attracted a
higher than average percentage of the response ‘Don’t know’.
The extent to which residents feel general performance statements apply to Hounslow
Council have all decreased significantly since 2016 with the exception of ‘Hounslow
Council is doing a better job now than one year ago’ which is consistent.
With regards to the Council’s performance on the theme of listening and
communicating, the statement that has the lowest level of agreement in terms of a
great deal or to some extent is the Council are easy to get through on the phone with
under a half of residents stating this which was also the lowest in 2016.
Like the general performance statements, the extent to which residents feel the
listening and communicating statements apply to Hounslow Council have decreased
significantly since 2016 with the exception of ‘Hounslow Council is easy to get through
to on the phone’ which remains consistent. The largest decrease from 2016 is in
relation to residents feeling the Council has staff who are friendly and polite.
More residents said the Council was making the local area a better place for people to
live rather than work. However, there was a high percentage of residents saying they
did not know about the local area as a place to work.
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Key Findings
5
2.3 Local services
The services most used by residents were refuse collection services,
parks/playgrounds/open spaces and recycling collection services. The Council
services least used by residents were activities for teenagers/young people and
Council supported arts heritage or cultural facilities.
Amongst all residents local transport services are among the most highly rated
services. The service which receives the most negative response is repair of roads
and pavements.
For the majority of services users rate them more highly than residents overall.
2.4 Communications and local democracy
Over seven in ten residents feel they are well informed about the services and benefits
the Council provides which is consistent with the 2016 results. The proportion who feel
well informed is significantly higher than the national average produced by the latest
round of LGA polling.
Council-produced sources are still very much the most used by residents to obtain
information about the Council and the services it provides. Although there has been a
decrease in residents’ use of Hounslow Matters since the 2016 survey there has been
an increase in the number of residents stating they obtain information from the Council
website.
The majority of residents access the internet at home via a computer/laptop or via a
phone/tablet.
Residents awareness of elected representatives was generally low with around three
in ten able to name one of the two MPs that represent Hounslow and just over one in
ten able to name at least one of their Councillors or the leader/deputy leader of the
Council.
2.5 Residents’ concerns
Residents felt the areas the Council should focus on in the coming year were street
cleaning, the level of crime and road/pavement repairs.
Support of the proposal to build a third runway at Heathrow Airport has increased
significantly since 2016 with close to three fifths of residents supporting it. There are
similar levels of agreement to 2016 that the Council should support the Government’s
decision on this matter but the level of support for the idea that the Council should
increase its work or seek compensation for those affected have decreased
significantly.
Residents views on what the Council should do with regards to changes in Council
Tax, following the Government’s policy to reduce how much it pays the Council in
grants, were mixed.
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2.6 Community safety
The vast majority of Hounslow residents feel safe outside in their local area during the
day with perceptions of safety after dark significantly lower than during the day.
Perceptions of safety after dark are significantly lower than the levels of safety seen in
the nationwide polling conducted by the LGA. The most common reasons given for
these feelings are drug users/dealers, general level of crime and drunken behaviour.
Consistent with 2016 the biggest perceived anti-social behaviour issue is rubbish or
litter lying around which was the top issue across all area forums. Anti-social
behaviour issues have become more of a perceived problem since 2016.
Over three fifths of residents feel the Council is effectively working with the police to
address crime and anti-social behaviour in their local area.
2.7 Respect and consideration
Close to nine in ten residents agree that their local area is a place where people from
different backgrounds get on together.
Just over seven in ten residents agree that people pull together to improve the local
area which is a significant increase from agreement in 2016.
The majority of residents have not given any unpaid help at all over the last twelve
months to any groups, clubs or organisations.
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Overall perceptions of local area and Hounslow Council
7
3 Overall perceptions of local area and Hounslow Council
Residents were asked to rate their general perceptions of the local area in which they
live, before being asked for their perceptions of Hounslow Council’s performance. The
residents’ local area was defined as within 15 to 20 minutes walking distance from
their home.
3.1 Overall perceptions of local area
A key proxy measure of whether the Council is having a positive impact on changing
lives for the better is whether overall satisfaction with the local area among residents is
high. As shown below, in 2018 over four-fifths (84%) of Hounslow residents are
satisfied with their local area as a place to live, including a quarter (25%) who are very
satisfied. Just 7% are dissatisfied. This is relatively consistent with the 2016 results
where 81% were satisfied and 9% dissatisfied.
Looking at the latest nationwide polling conducted by the LGA (June 2018) 79% are
satisfied with their local area as a place to live which is significantly lower than the
levels of satisfaction amongst Hounslow residents and 12% are dissatisfied which is
significantly higher.
Figure 1: Satisfaction with local area as a place to live (All responses)
Unweighted bases in parentheses: All respondents
25
20
30
59
61
49
9
9
9
5
7
8
2
2
4
2018 (1256)
2016 (1207)
LGA (1004)
Very satisfied (%) Fairly satisfied (%)
Neither satisfied nor dissatisfied (%) Fairly dissatisfied (%)
Very dissatisfied (%) Don't know (%)
Satisfied (very/fairly)
84%
82%
79%
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If we look at the results by area forum this shows that those residents living in
Chiswick (97%) and Isleworth & Brentford (88%) are more likely to be satisfied with
their local area as a place to live, whereas those living in Central Hounslow are more
likely to be dissatisfied (11%).
Table 1: Satisfaction with local area as a place to live – by Area Forum
Area Forum Satisfied Neither Dissatisfied
Bedfont, Feltham & Hanworth (312) 80% 12% 8%
Central Hounslow (250) 79% 10% 11%
Chiswick (190) 97% 2% 1%
Heston & Cranford (253) 81% 12% 7%
Isleworth & Brentford (251) 88% 7% 4%
Satisfaction with the local area decreases with age from 92% amongst those aged 18
to 24 to 84% for those aged 65+. Similarly, and perhaps reflecting age, satisfaction
also decreases by length of time in the borough from 96% amongst those that have
been in the borough for less than a year to 82% for those who have been in the
borough for 10 years or more.
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Overall perceptions of local area and Hounslow Council
9
15
12
12
6
4
7
4
5
5
4
5
1
4
2
1
10
7
2
6
6
5
6
6
5
4
3
4
3
1
1
5
6
1
4
5
4
4
3
3
4
3
5
2
1
2
Quiet/peaceful area
Nice/friendly area
Generally good/happy with area
Good greenery/parks and open spaces
Good public transport/transport links
Convenient
Good community/people
Clean/tidy area
Safe area
Noisy/loud area
Unclean/dirty area
Good local amenities/facility
Crime Incl: ASB
Busy/overcrowded
Parking Issues
1st mention (%) 2nd mention (%) 3rd mention (%)
Residents were then asked to give three words they would use to describe their local
area as a place to live. These words have been coded in to general themes to provide
an indication of what was covered most frequently by residents. Some words used to
describe the area were covered under the same theme and therefore are only counted
once under all mentions.
Only themes which in total are mentioned by 4% or more residents are included in the
figure below.
On the whole the words used to describe Hounslow are positive with over a quarter of
residents mentioning the area being quiet and peaceful (26%) and close to quarter
mentioning the area being nice and friendly (23%).
Figure 2: Three words used to describe local area as a place to live (All responses)
Unweighted base: All respondents (1256) * Total mentions of 4% or more
All mentions
26%
23%
15%
15%
15%
15%
14%
14%
12%
12%
9%
9%
8%
4%
4%
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3.2 Overall satisfaction with how Council runs things
Turning to perceptions of Hounslow Council, residents were asked to rate their overall
satisfaction with the way the Council runs things. All respondents were reminded
beforehand that Hounslow Council is responsible for a range of services such as
parks, leisure centres, planning, social care services, recycling, road maintenance, and
street cleaning.
Over seven in ten residents (72%) are satisfied with the way Hounslow Council runs
things, including a relatively low proportion (14%) who are very satisfied. This has
increased significantly since 2016 – an 8 percentage point increase, which
corresponds with a significant decrease in dissatisfaction (18% in 2016 to 12% in
2018). As with the measure of satisfaction with the local area as a place to live,
satisfaction is significantly higher amongst Hounslow residents than the scores in the
June 2018 LGA nationwide polling data (61% satisfied with how their Council runs
things and 20% dissatisfied).
Figure 3: Satisfaction with the way Hounslow Council runs things (All responses)
Unweighted bases in parentheses: All respondents
14
7
14
58
57
47
15
18
19
8
12
12
4
6
8
2018 (1256)
2016 (1207)
LGA polling June 2018 (1004)
Very satisfied (%) Fairly satisfied (%)
Neither satisfied nor dissatisfied (%) Fairly dissatisfied (%)
Very dissatisfied (%) Don't know (%)
Satisfied (very/fairly)
72%
64%
61%
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Overall perceptions of local area and Hounslow Council
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As can be seen in the table below residents in Heston & Cranford and Isleworth &
Brentford are most likely to be satisfied with the way the Council runs things (77% and
79% respectively) and those residents in Central Hounslow the least likely (63%).
However, this is due to these residents being significantly more likely to state neither
satisfied nor dissatisfied (20%) rather than dissatisfied.
Table 2: Satisfaction with the way Hounslow Council runs things – by Area Forum
Area Forum Satisfied Neither Dissatisfied
Bedfont, Feltham & Hanworth (312) 69% 18% 12%
Central Hounslow (250) 63% 20% 16%
Chiswick (190) 73% 18% 8%
Heston & Cranford (253) 77% 11% 11%
Isleworth & Brentford (251) 79% 9% 12%
Similar to satisfaction with the local area satisfaction with the way Hounslow Council
runs things decreases with age and with time in borough.
This is explored further in the key driver analysis in section 3.4 where we look to find
out which factors in the survey have the greatest impact on satisfaction.
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3.3 Perceptions of Council providing value for money
Residents were then asked to consider the range of services Hounslow Council
provides to the community, not just the services their household uses. With this in
mind, they were asked to what extent they agree that the Council provides value for
money. Close to two thirds (65%) agree that Hounslow Council provides value for
money, while 13% disagree. This is a significant increase of 11 percentage points from
the 54% who agreed back in 2016 that Hounslow provide value for money as well as
being significantly higher than the June 2018 LGA nationwide data where 45% agree.
Over a fifth (22%) of residents neither agree nor disagree, or don’t know, perhaps
indicating some uncertainty on this, although this has decreased significantly since
2016 (27%) as has disagreement (-7 percentage points).
Figure 4: Agreement on whether Hounslow Council provides value for money (All responses)
Unweighted bases in parentheses: All respondents
Although Heston & Cranford is one of the areas in which residents are more likely to
be satisfied with the way Hounslow Council runs things, they are less likely to agree
that Hounslow Council provides value for money (59%). It is important to note though
that this is due to the fact that they are more likely to have some uncertainty around
this rather than disagreeing – 26% neither agreeing or disagreeing or not knowing.
Residents in Chiswick are most likely to agree that Hounslow Council provides value
for money (74%).
11
4
9
54
49
36
19
24
28
8
14
16
5
6
11
3
3
2018 (1256)
2016 (1207)
LGA (1004)
Strongly agree (%) Tend to agree (%)
Neither agree nor disagree (%) Tend to disagree (%)
Strongly disagree (%) Don't know (%)
Agree (strongly/tend to)
65%
54%
45%
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Table 3: Agreement on whether Hounslow Council provides value for money – by Area Forum
Area Forum Agree Disagree Neither/Don’t know
Bedfont, Feltham & Hanworth (312)
68% 14% 18%
Central Hounslow (250) 63% 12% 25%
Chiswick (190) 74% 14% 13%
Heston & Cranford (253) 59% 15% 26%
Isleworth & Brentford (251) 63% 11% 25%
Those residents who feel well informed about the services and benefits Hounslow
Council provides are more likely to agree the Council provides value for money (75%
compared with 41% who do not feel informed). This suggests by keeping residents
more informed about the services and benefits it provides, the Council could increase
the overall level of agreement that it provides value for money.
3.3.1 Reasons for disagreement
Those who disagreed that the Council provides value for money (164 respondents in
total) were asked, as an open-ended question about why they gave this answer. The
responses given have been grouped into themes.
Some residents refer here to the amount of money they pay the Council (‘high level of
Council Tax’ - 14%, ‘don’t do much for what we pay/don’t give value’ – 20%). However,
those disagreeing that the Council provides value for money are more likely to refer to
perceived shortcomings in the services they receive, suggesting that the standards of
service provision are at least as important as the levels of Council Tax in shaping
value for money perceptions.
Of the service-related reasons given for disagreement that the Council provides value
for money, the most frequently mentioned are ‘poor refuse/recycling service’ (25%),
‘lack of cleanliness/litter/dirty area’ (20%) and ‘poor state of roads/pavements/
footpaths’ (18%). The impact of these is highly visible, to nearly all residents, so it is
perhaps not surprising that these are key in negative value for money perceptions.
In addition to this other low level reasons given by at least 3% of those disagreeing
that the Council provides value for money, included:
Poor services offered (13% - 22 respondents)
Crime/unsafe area/lack of policing (6% - 10 respondents)
They don’t listen/act on our concerns (3% - 5 respondents)
Lack of investment in the area (3% - 4 respondents)
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3.4 Key Driver Analysis
The following is a regression showing which factors in the survey have the greatest
impact on satisfaction with the way Hounslow Council runs things. All the factors below
have a significant impact, but are ranked in order of their importance in the context of
satisfaction.
Variables from the survey which we felt were important and would contribute to overall
satisfaction were input in to an OLS model to gauge the relationship they have. The
factors listed below account for 53% of the variation in satisfaction with the way
Hounslow Council runs things. From this we can see that residents’ agreement that
Hounslow Council provides value for money is the most important in terms of
influencing residents’ satisfaction with the way Hounslow Council runs things.
Table 4: Key drivers of satisfaction with the way Hounslow Council runs things
Key driver Rank order Importance
Q4. To what extent do you agree or disagree that Hounslow Council provides value for money?
1 - Most important
30%
Q6. To what extent do you think these statements apply to Hounslow Council? Hounslow Council is efficient and well run
2 16%
Q1. Overall, how satisfied or dissatisfied are you with your local area as a place to live?
3 14%
Ward 4 11%
Q7. What is your opinion of ...?: Repair of roads and pavements
5 8%
Q23. Thinking about this local area, how much of a problem do you think each of the following are? Rubbish or litter lying around
6 5%
Q24. How effective do you think the Council is at working with the Police to address crime and Anti-Social Behaviour in your local area?
7 4%
Q21. How safe or unsafe do you feel when outside in your local area after dark?
8 3%
Q6. To what extent do you think these statements apply to Hounslow Council?: Hounslow Council responds quickly when asked for help
9 3%
Q26. To what extent would you agree or disagree that people in this local area pull together to improve the local area?
10 3%
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Overall perceptions of local area and Hounslow Council
15
The model included other variables which turned out not to have a significant impact
and would only account for an additional 1% variation in satisfaction. These included:
Q6 To what extent do you think these statements apply to Hounslow Council:
Hounslow Council is doing a good job
Q6 To what extent do you think these statements apply to Hounslow Council:
Hounslow Council keeps residents informed about what they are doing
Q9 Overall, how well do you think Hounslow Council keeps residents informed
about the services and benefits it provides
Q31 How long have you lived in Hounslow
Q33 Which of the following best describes how your household occupies your
home
Age
Gender
It is important to note though that all variables in the survey are highly correlated.
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Residents Survey 2018
16
4 Detailed perceptions of Council performance
Having given overall perceptions of their area and Hounslow Council, residents were
then given a series of positive statements around the Council’s performance on a
range of more detailed measures, and asked to state to what extent they thought these
statements apply to Hounslow Council. These were asked as a single battery of
questions but have been grouped by theme below.
4.1 General performance
Around three fifths of residents feel Hounslow Council either a great deal or to some
extent is doing a good job (63%), is trustworthy (63%), is efficient and well run (61%)
and does enough for people like them (58%). Only a half of residents feel the Council
speaks up for their Borough across London and nationally (52%) and are doing a
better job now than one year ago (50%) either to a great deal or some extent.
However, these statements attracted the most ‘Don’t know’ responses, in particular in
relation to the Council speaking up for their Borough across London and nationally with
22% stating they do not know.
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Detailed perceptions of Council performance
17
A great deal/to some extent
63%
63%
61%
58%
52%
50%
Figure 5: Extent to which residents feel statements apply to Hounslow Council – General performance (All responses) 1
Unweighted base 1256: All respondents
1 +/- 1% ‘rounding’ differences appear here due to rating scales being added to calculate proportions of respondents
15
15
13
14
12
11
49
48
48
44
40
40
24
20
22
25
20
24
7
7
8
9
6
11
5
10
8
8
22
14
Is doing a good job
Is trustworthy
Is efficient and well run
Does enough for people like me
Speaks up for my Borough across London and nationally
Is doing a better job now than one year ago
A great deal (%) To some extent (%) Not very much (%)
Not at all (%) Don't know (%)
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Residents Survey 2018
18
The extent to which residents feel the statements apply to Hounslow Council have
decreased significantly since 2016 with the exception of ‘Hounslow Council is doing a
better job now than one year ago’ which is consistent.
Table 5: Extent to which residents feel statements apply to Hounslow Council – General performance (A great deal/to some extent) (All responses)
Hounslow Council ... 2018 2016 +/- change from 2016
Is doing a good job 63% 81% -18%
Is trustworthy 63% 72% -9%
Is efficient and well run 61% 73% -12%
Does enough for people like me 58% 65% -7%
Speaks up for my Borough across London and nationally
52% 61% -9%
Is doing a better job now than one year ago 50% 49% +1%
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Detailed perceptions of Council performance
19
4.2 Listening and communicating
With regards to the Council’s performance on the theme of listening and
communicating, around three fifths of residents feel the Council either a great deal or
to some extent keeps residents informed about what they are doing (63%) and has
staff who are friendly and polite (62%). Over a half of residents feel the Council listens
to the concerns of local residents (55%), acts on them (54%), involves residents when
making decisions (52%) and responds quickly when asked (52%). The statement that
has the lowest level of agreement in terms of a great deal or to some extent is the
Council are easy to get through on the phone with under a half of residents (48%)
stating this, which was also the lowest in 2016.
Figure 6: Extent to which residents feel statements apply to Hounslow Council – Listening and communicating performance (All responses) 2
Unweighted base 1256: All respondents
2 +/- 1% ‘rounding’ differences appear here due to rating scales being added to calculate proportions of respondents
17
20
12
11
11
12
13
47
43
43
43
41
40
35
23
18
25
26
24
25
23
7
6
9
8
10
9
15
7
14
11
12
13
14
14
Keeps residents informed about what they are doing
Has staff who are friendly and polite
Listens to the concerns of local residents
Acts on the concerns of local residents
Involves residents when making decisions
Responds quickly when asked for help
Is easy to get through to on the phone
A great deal (%) To some extent (%) Not very much (%)
Not at all (%) Don't know (%)
A great deal/ to some extent
63%
62%
55%
54%
52%
52%
48%
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Residents Survey 2018
20
Like the general performance statements, the extent to which residents feel the
listening and communicating statements apply to Hounslow Council have decreased
significantly since 2016 with the exception of ‘Hounslow Council is easy to get through
to on the phone’ which remains consistent. The extent to which residents feel the
Council has staff who are friendly and polite has decreased by 19 percentage points
from 2016.
Table 6: Extent to which residents feel statements apply to Hounslow Council – Listening and communicating performance (A great deal/to some extent) (All responses)
Hounslow Council ... 2018 2016 +/- change from 2016
Keeps residents informed about what they are doing
63% 72% -9%
Has staff who are friendly and polite 62% 81% -19%
Listens to the concerns of local residents 55% 61% -6%
Acts on the concerns of local residents 54% 61% -7%
Involves residents when making decisions 52% 59% -7%
Responds quickly when asked for help 52% 57% -5%
Is easy to get through to on the phone 48% 47% -1%
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Detailed perceptions of Council performance
21
4.3 Making the local area a better place to live and work
Residents were also asked to respond on whether the Council is making the local area
a better place to live and work. Around three fifths of residents (62%) said the Council
either a great deal or to some extent was making the local area a better place for
people to live which was greater than those who said the Council was making the local
area a better place to work (57%). However, there was a high percentage of residents
saying they did not know about the local area as a place to work.
Figure 7: Extent to which residents feel statements apply to Hounslow Council – Making the local area a better place to live and work (All responses)3
Unweighted base 1256: All respondents
Consistent with the 2018 performance seen in the previous section, the extent to which
residents feel the Council is making the local area a better place for people to live or
work a great deal or to some extent has decreased significantly since 2016.
Table 7: Extent to which residents feel statements apply to Hounslow Council – Making the local area a better place to live and work (A great deal/to some extent) (All responses)
Hounslow Council is... 2018 2016 +/- change from 2016
Is making the local area a better place for people to live
62% 71% -9%
Is making the local area a better place for people to work
57% 62% -5%
3 +/- 1% ‘rounding’ differences appear here due to rating scales being added to calculate proportions of respondents
16
13
47
45
24
22
8
6
6
15
Is making the local area a better place for people to live
Is making the local area a better place for people to work
A great deal (%) To some extent (%) Not very much (%)
Not at all (%) Don't know (%)
A great deal/ to some extent
62%
57%
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Residents Survey 2018
22
5 Local services
Moving on from the Council as a whole, residents were asked to give their perceptions
and usage of Council-run services, plus local transport services.
5.1 Use of Council-provided services
Residents were asked which services, provided by Hounslow Council, they or
members of their household had used in the last 12 months. Consistent with 2016, the
services most used by residents were refuse collection services (79%),
parks/playgrounds/open spaces (76%) and recycling collection services (75%). The
Council services least used by residents were activities for teenagers/young people
(10%) and Council supported arts, heritage or cultural facilities (11%).
Amongst residents with children under 16 in the household use of activities for
teenagers/young people rises to 15%.
Figure 8: Services used in the last 12 months (All responses)
Unweighted base 1256: All respondents
4%
10%
11%
25%
36%
75%
76%
79%
None of the above
Activities for teenagers/young people
Council supported arts heritage and cultural facilities
Council leisure and sports facilities (including swimming pools)
Libraries
Recycling collection services
Parks, playgrounds and open spaces
Refuse collection services
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Local services
23
5.2 Perceptions of local services
In addition to the more general perceptions of the Council, residents were also asked
to comment on specific services and activities, mostly provided by the Council but also
local transport services. This was asked of all residents regardless of use.
Among the thirteen service areas presented to respondents, local transport services
are among the most highly rated, in particular bus services, with over four-fifths of
residents (84%) rating this as excellent, very good, or good. Activities for
teenagers/young people and repairs of roads/pavements attract the lowest proportion
rating the service as excellent/very good/good (47% and 45% respectively).
The service which receives the most negative response is repair of roads and
pavements, with one-third (34%) rating this as poor/very poor/extremely poor. This is
in keeping with the findings on value for money, which found repair of roads and
pavements one of the top reason given by residents who disagree that the Council
provides value for money (see section 3.3). Whilst residents who give this service a
negative rating are more likely to rate it poor (14%) than very poor (13%) or extremely
poor (7%), repair of roads and pavements nonetheless has the highest proportion
rating the service as extremely poor.
There are a number of service areas which residents feel unable to rate and therefore
attract a higher than average level of don’t know responses. These are the services
used least by residents in the last 12 months – Council supported arts heritage/cultural
facilities (23%), activities for teenagers/young people (19%), council leisure/sports
facilities (16%) and libraries (16%).
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Residents Survey 2018
24
Table 8: Rating of local services (All responses)
Service Excellent/Very
Good/Good Average
Poor/Very Poor/Extremely
Poor
Don’t know/Refused
Libraries 64% 14% 7% 16%
Parks, playgrounds and open spaces
67% 15% 13% 5%
Refuse collection services
61% 17% 21% 1%
Street cleaning 56% 19% 24% 1%
Street lighting 70% 14% 16% 1%
Repair of roads and pavements
45% 20% 34% 1%
Council leisure and sports facilities
57% 14% 13% 16%
Council supported arts heritage and cultural facilities
51% 14% 12% 23%
Recycling collection services
65% 14% 20% 1%
Bus services 84% 8% 3% 4%
Train services 77% 8% 4% 11%
Tube services 80% 10% 4% 6%
Activities for teenagers/young people
47% 15% 20% 19%
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Local services
25
The figure below shows the opinions of service users, based on those used in the last
12 months, in comparison to overall perceptions. As can be seen users rate the
services more highly with the exception of refuse collection services and recycling
collection services where users rate this below overall perceptions (although not
significant). The largest differences between users and residents overall can be seen
with regards to council supported arts heritage/cultural facilities and activities for
teenagers/young people where users rate this 17 percentage points higher than
residents overall.
Figure 9: Rating of local services – Users vs Overall (Excellent/very good/good)
Unweighted base 1256: All respondents – Overall ; Base for users varies
47%
65%
51%
57%
61%
67%
64%
64%
62%
68%
69%
59%
71%
78%
Activities for teenagers/young people
Recycling collection services
Council supported arts heritage and cultural facilities
Council leisure and sports facilities
Refuse collection services
Parks, playgrounds and open spaces
Libraries
Users Overall
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Residents Survey 2018
26
The table below explores perceptions further against those from the 2016 survey. As
can be seen perceptions of train services, street lighting, parks/playgrounds/open
spaces and libraries have all decreased significantly. The only service area where
perceptions have increased significantly since the 2016 survey is activities for
teenagers/young people with 47% rating this service area as excellent/very good/good
compared to 41% in 2016.
Table 9: Rating of local services (Excellent/very good/good) (All responses)
2018 2016 +/- change from 2016
Bus services 84% 86% -2%
Tube services 80% 82% -2%
Train services 77% 83% -6%
Street lighting 70% 79% -9%
Parks, playgrounds and open spaces 67% 73% -6%
Recycling collection services 65% 64% 1%
Libraries 64% 69% -5%
Refuse collection services 61% 64% -3%
Council leisure and sports facilities 57% 59% -2%
Street cleaning 56% 54% 2%
Council supported arts heritage and cultural facilities
51% 49% 2%
Activities for teenagers/young people 47% 41% 6%
Repair of roads and pavements 45% 48% -3%
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Communications and local democracy
27
6 Communications and local democracy
Residents were then asked a series of questions around the theme of Council
communications, and on their internet access.
6.1 Keeping residents informed about services and benefits
Over seven in ten residents (71%) feel they are well informed about the services and
benefits the Council provides which is consistent with the 2016 results. Just over a
quarter (27%) feel they are not well informed (29% in 2016); however this group is
dominated by those who feel they are ‘not very well’ informed (20%) rather than ‘not
well at all’ informed (7%). The proportion who feel well informed is significantly higher
than the national average produced by the latest round of LGA polling, which indicated
that 53% feel well informed about their Council’s services and benefits.
As noted previously those residents who are satisfied with the way the Council runs
things are more likely to feel well informed about services and benefits the Council
provides (78% for those satisfied compared with 39% for those dissatisfied).
Figure 10: How well informed do residents feel about Hounslow Council (All responses) 4
Unweighted bases in parentheses: All respondents
4 +/- 1% ‘rounding’ differences appear here due to rating scales being added to calculate proportions of respondents
Well Informed (very/fairly)
71%
68%
53%
9
6
10
61
62
42
20
24
34
7
5
13
3
2
2018 (1256)
2016 (1207)
LGA (1004)
Very well informed (%) Fairly well informed (%) Not very well informed (%)
Not well at all informed (%) Don't know (%)
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Residents Survey 2018
28
Residents in Chiswick are more likely to say they feel well informed about what
Hounslow Council is doing (80%) whereas residents in Isleworth & Brentford are more
likely to say they do not feel well informed (39%). This does not reflect the earlier
findings on the way the Council runs things where Isleworth & Brentford were the most
satisfied, suggesting that satisfaction in this area is influenced by other factors.
Table 10: How well informed do residents feel about Hounslow Council – by Area Forum
Area Forum Informed Not informed
Bedfont, Feltham & Hanworth (312)
73% 25%
Central Hounslow (250) 75% 20%
Chiswick (190) 80% 20%
Heston & Cranford (253) 68% 29%
Isleworth & Brentford (251) 59% 39%
6.2 How residents obtain information about the Council and Council
services
Residents were asked from which sources they obtain most of their information about
the Council and the services it provides and were prompted with a list of potential
sources. Council-produced sources are still very much the most used: Hounslow
Matters (30%), leaflets, posters or other Council printed matter (28%) and the Council
website (18%). There has been a decrease in residents’ use of Hounslow Matters
since the 2016 survey where 48% said this is where they obtain information. However,
there has been an increase in the number of residents stating they obtain information
from the Council website from just 8% in the 2016 survey. As Hounslow Matters is
available via the Council website it is possible that there is some cross-over between
these two channels.
Almost no residents said that they obtained most of their information from democratic
representatives (either through direct contact with Councillors or attending Council
meetings), although it is possible that more residents use these methods on an
occasional basis. This is in keeping with residents’ low awareness of who their local
Councillor is (section 6.4).
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Communications and local democracy
29
Figure 11: How residents obtain information about the Council (All responses)
Unweighted base 1256: All respondents
10%
2%
4%
1%
2%
8%
24%
48%
5%
1%
1%
1%
2%
5%
9%
18%
28%
30%
None of the above
Voluntary/Community organisations
By phone
Council Meetings
Local Press
Social Media (facebook, twitter etc.)
Word of mouth
The Hounslow Council website
Leaflets, posters or other Council printed matter
Hounslow Matters (the Council's magazine for residents and people who work in the Borough)
2018 (1256)
2016 (1203)
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Residents Survey 2018
30
This varied by area forum, as shown in the table below, with those residents more
likely to obtain information via a certain source than residents overall shown in bold.
The top three sources for each area forum have also been highlighted.
Table 11: How residents obtain information about the Council – by Area Forum
Bedfont Feltham
Hanworth
Central Hounslow
Chiswick Heston and Cranford
Isleworth and Brentford
Hounslow Matters (the Council's magazine for residents and people who work in the Borough)
31% (1) 32% (2) 33% (1) 28% (2) 28% (1)
Leaflets, posters or other Council printed matter
12% 39% (1) 32% (2) 33% (1) 25% (2)
The Hounslow Council website
25% (2) 10% (3) 13% (3) 23% (3) 15% (3)
Word of mouth 15% (3) 8% 3% 2% 12%
Social Media (facebook, twitter etc.)
10% 1% 7% 1% 6%
Local Press 4% 0% 3% 2% 2%
Council Meetings 0% 0% 0% 0% 4%
By phone 1% 0% 1% 3% 2%
Voluntary/Community organisations
<0.5% 0% 0% 0% 3%
Area Forums <0.5% 0% 2% 0% 0%
None of the above 2% 7% 6% 6% 3%
There were variations in how residents obtain their information by quintile with those in
the least deprived quintile being more likely to use Hounslow Matters (40%) but least
likely to use leaflets, posters or other Council printed matter (14%). Age was also a
contributing factor in which source residents used with the use of Hounslow Matters
increasing with age from 20% amongst those aged 18 to 24 to 43% amongst the
oldest age group (65+) and similarly use of the Council website decreased with age to
just 7% amongst those aged 65+.
This is further emphasised in the next section regarding internet access where 41% of
residents aged 65+ state that they do not use the internet.
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Communications and local democracy
31
6.3 Internet access
Residents were asked to state from a list of methods how they access the internet.
Consistent with 2016 the majority of residents said they access the internet at home
either via a computer/laptop (83%) and/or via a phone/tablet (76%).
Just under one in ten residents (9%) stated that they do not use the internet and
perhaps unsurprisingly this percentage increases significantly by age with nobody
aged 18 to 24 saying they do not use the internet to 41% of those aged 65+. This
therefore needs to be a consideration when the Council is looking at how it
communicates with residents.
Figure 12: Residents internet access (All responses)
Unweighted base 1256: All respondents
83%
76%
6%
4%
4%
4%
1%
9%
At home via a computer or laptop
At home via phone or tablet
Public access (libraries)
Internet cafes
Shared computer
Computer of friend or family member
Other
I do not use the internet
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Residents Survey 2018
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6.4 Awareness of elected representatives
Residents were then asked a few questions about the people that have been elected
to represent their views. The first question aimed to assess resident awareness of the
two MPs who represent the Hounslow constituencies with residents being asked if they
could name the MP who represents the constituency that they live in. The names of
these individuals were within the survey script, but were not shown to respondents.
Over three fifths of residents (63%) could not name their parliamentary MP, with a
further 8% providing an incorrect name and 4% naming the MP representing the other
constituency. A total of 26% of residents overall did name either Ruth Cadbury or
Seema Malhotra as their MP unprompted.
Looking at this by constituency shows that some residents (2%) in the Brentford &
Isleworth constituency mentioned Seema Malhotra as their MP (the MP representing
the other constituency) and 6% from the Feltham & Heston constituency mentioned
Ruth Cadbury as their MP (the MP representing the other constituency) so although
residents can name an MP it is not necessarily their constituency MP indicating that
this is not necessarily clear.
Figure 13: Can name MP that represents constituency (All responses)
Unweighted bases in parentheses: All respondents
26%
4%
8%
63%
33%
2%
9%
57%
18%
6%
7%
69%
Yes
Named MP representing other constituency
Incorrect name mentioned
Don't know
Overall (1256) Brentford and Isleworth (628) Feltham and Heston (628)
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Communications and local democracy
33
Following this residents were then asked whether they could name any of the three
elected councillors for their area of Hounslow. Again the names of these individuals
appeared in the script for the interviewers to then code how many the respondent had
got correct but were not shown to respondents prior to answering this question. If
respondents wanted to know who their elected councillors were following this question
the interviewers were then able to show the names to the respondent. Over three
quarters of residents (76%) were unable to mention any of their elected councillors
with a further 12% providing names however none of them were correct. A total of
13% of residents were able to name at least one of their Councillors with close to a
half of these residents (6%) being able to correctly name all three of their elected
councillors. In the 2016 survey, 11% of residents were able to name at least one of
their Councillors. Although this is not a significant difference there has been a shift in
the number of Councillors residents can name with only 2% of residents in 2016
naming two or three Councillors which is significantly fewer than in 2018.
Figure 14: Can name elected Councillor for area (All responses)
Unweighted base 1256: All respondents
3%
4%
6%
12%
76%
Named one Councillor
Named two Councillors
Named three Councillors
Mentioned names and none are correct
No names mentioned/don't know
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Residents Survey 2018
34
The table below summarises the responses by area forum. Residents in Isleworth &
Brentford were more likely than any other area to name a Councillor with 19% naming
at least one Councillor correctly, however 18% of Isleworth & Brentford residents also
named Councillors incorrectly. Residents in Heston & Cranford were the least likely to
mention any names of Councillors (84%).
Table 12: Can name elected Councillor for area - by Area Forum
Bedfont Feltham
Hanworth
Central Hounslow
Chiswick Heston and Cranford
Isleworth and Brentford
No names mentioned/don’t know
75% 80% 78% 84% 63%
Mentioned names and none are correct
14% 8% 12% 6% 18%
Any correct 11% 11% 9% 10% 19%
Finally residents were asked whether they could name the leader of the Council.
Around three quarters of residents (76%) said they were unable to name the leader of
the Council. A further 16% of residents, although they said they could name the
leader, the name mentioned was incorrect. Just under one in ten residents (8%)
mentioned Steve Curran as the leader of the Council which is slightly higher than in
2016 where 6% named him as the leader, although this is not significant.
Figure 15: Can name Council leader (All responses)
Unweighted base 1256: All respondents
8%
16%
76%
Leader named
Incorrect name mentioned
No names mentioned
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Communications and local democracy
35
Again this varied somewhat by area forum with those residents in Isleworth &
Brentford again being the most likely to be able to name the leader (14%). Residents
in Bedfont, Feltham & Hanworth and Chiswick were the most likely to say they could
not name the leader (81% and 92% respectively) whereas residents in Heston &
Cranford were the most likely to provide incorrect names (31%).
Table 13: Can name Council leader - by Area Forum
Bedfont Feltham
Hanworth
Central Hounslow
Chiswick Heston and Cranford
Isleworth and Brentford
No names mentioned 81% 75% 92% 63% 75%
Incorrect name mentioned 12% 19% 5% 31% 11%
Leader named 6% 6% 3% 7% 14%
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Residents Survey 2018
36
7 Residents’ concerns
7.1 Areas of Council focus
In order to provide an assessment of resident priorities moving into 2019, all
respondents were presented with a list of 18 possible areas of Council focus. From this
list residents were asked to select up to three that they feel the Council should focus
on more in the next year, combining all of the responses given, Figure 16 below shows
that the top 3 areas the Council should focus on in the coming year has changed from
those in 2016. Street cleaning is now the most commonly chosen area as a priority
(30%), followed by the level of crime (29%) and road/pavement repairs (27%) which
featured in the top reasons why residents disagree Hounslow Council provide value for
money. Although these were not the top 3 in 2016 it is important to note that they
were the next highest priorities following the top 3, as can be seen in the table
overleaf.
Figure 16: Top 3 areas the Council should focus more on in the next year (All responses)
Residents 2018
Street cleaning (30%)
The level of crime (29%)
Road and pavement repairs
(27%)
Residents 2016 Activities for young people
(27%)
Keeping Council Tax low (27%)
Affordable homes (27%)
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Residents’ concerns
37
Table 14: Council priorities for residents compared to 2016 survey (All responses)
2018 Rank 2016 Rank
+/- change
from 2016
Street cleaning 30% 1 24% 6 6%
The level of crime 29% 2 25% 4 4%
Road and pavement repairs 27% 3 25% 4 2%
Affordable homes 26% 4 27% 1 -1%
Keeping Council Tax low 24% 5 27% 1 -3%
Public health 20% 6 12% 9 8%
Activities for young people 17% 7 27% 1 -10%
Facilities for young children 17% 7 10% 10 7%
The level of traffic congestion 17% 7 16% 8 1%
Job prospects for young people 14% 10 19% 7 -5%
Education provision 12% 11 8% 11 4%
Parks and open spaces 11% 12 8% 11 3%
Air quality 10% 13 7% 13 3%
Community activities 9% 14 5% 15 4%
Sports and leisure facilities 5% 15 7% 13 -2%
Cultural facilities (e.g. libraries, museums) 4% 16 4% 16 0%
Public transport 4% 16 5% 15 -1%
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Residents Survey 2018
38
Exploring this in more detail by area forum shows variation in priorities with the top
priority for each of the area forums being different, as follows:
Bedfont, Feltham and Hanworth : The level of crime (32%)
Central Hounslow : Street cleaning (40%)
Chiswick : Road and pavement repairs (44%)
Heston and Cranford : Keeping Council Tax low (33%)
Isleworth and Brentford : Affordable homes (32%).
Further analysis also indicates other priorities that should be more of a focus for the
Council in the coming year for certain areas:
There is more of a need amongst Bedfont, Feltham & Hanworth residents for the
Council to focus on parks and open spaces (15%).
Amongst Central Hounslow residents there is more of a need for the Council to
focus on street cleaning (40%) as well as facilities for young children (21%) and
education provision (16%).
Whilst in Chiswick it is road/pavement repairs (44%) and air quality (16%) that
residents are more likely to state compared to the total.
For Heston & Cranford residents are more likely to say they would like the
Council to focus on keeping Council Tax low (33%) and the level of traffic
congestion (28%).
In Isleworth & Brentford there appears to be less of a need for the Council to
focus on the overall top priorities like street cleaning and the level of crime and
more of a need to focus on other things like affordable homes (32%), job
prospects for young people (18%), community activities (12%) and cultural
facilities (8%).
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Residents’ concerns
39
Table 15: Council priorities for residents (All responses by Area Forum)
Bedfont Feltham
Hanworth Rank Central
Hounslow Rank Chiswick Rank
Heston and
Cranford Rank
Isleworth and
Brentford Rank
Activities for young people
19% 7 18% 8 12% 10 17% 6 15% 10
Affordable homes
29% 2 24% 3 26% 3 17% 6 32% 1
Air quality 5% 14 12% 11 16% 8 13% 10 9% 13
Community activities
9% 13 6% 14 8% 14 9% 12 12% 11
Cultural facilities (e.g. libraries, museums)
3% 16 2% 17 3% 18 3% 17 8% 15
Education provision
12% 12 16% 9 10% 11 6% 14 16% 9
Facilities for young children
18% 8 21% 7 13% 9 14% 8 18% 7
Job prospects for young people
14% 10 12% 11 9% 12 14% 8 18% 7
Keeping Council Tax low
22% 5 23% 4 25% 4 33% 1 19% 5
Parks and open spaces
15% 9 12% 11 9% 12 8% 13 10% 12
Public health 20% 6 22% 5 21% 6 13% 10 23% 2
Public transport
3% 16 4% 15 5% 16 6% 14 5% 18
Road and pavement repairs
27% 3 22% 5 44% 1 26% 5 22% 4
Sports and leisure facilities
5% 14 4% 15 6% 15 6% 14 6% 17
Street cleaning
27% 3 40% 1 29% 2 32% 2 19% 5
The level of crime
32% 1 30% 2 25% 4 31% 3 23% 2
The level of traffic congestion
14% 10 15% 10 21% 6 28% 4 8% 15
Town centres
3% 16 3% 16 4% 17 2% 18 9% 13
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Residents Survey 2018
40
Residents were asked if there were any other issues not mentioned which they felt
require more attention from Hounslow Council. This was an open question and any
responses given have been coded in to themes. The majority of residents (72%) did
not have any other issues to mention. Those issues being mentioned by at least 2% of
residents are outlined below. As can be seen many reiterated issues of concern from
the previous question with issues around the top two priorities mentioned previously
(street cleaning and the level of crime) also coming through.
Poor refuse/recycling service (5%)
Increase security/police presence (3%)
Poor parking facilities including too expensive (3%)
Crime/unsafe area (3%)
Facilities (2%)
Lack of cleanliness/litter/dirty area (2%)
7.2 Heathrow airport third runway proposal
Residents were asked their views on the proposal to build a third runway at Heathrow
Airport.
There has been a significant increase in the number of residents supporting the
proposal to build a third runway at Heathrow Airport from 44% in 2016 to 59% in 2018
with around one fifth of residents (22%) opposing which is a significant decrease from
the 29% in 2016.
Figure 17: Support for Heathrow Airport’s proposed third runway (All responses)
Unweighted bases in parentheses: All respondents
25
18
34
26
17
25
8
9
14
21
2
1
2018 (1256)
2016 (1207)
Strongly support (%) Tend to support (%)
Neither support nor oppose (%) Tend to oppose (%)
Strongly oppose (%) Don't know (%)
Support (strongly/tend to)
59%
44%
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Residents’ concerns
41
The support of the proposal varied by area forum with residents in Bedfont, Feltham &
Hanworth being more likely to support the proposal (67%) and those in Chiswick and
Isleworth & Brentford the least likely to support the proposal (47% and 52%
respectively). For Chiswick this was due to the fact they were more likely to oppose
the proposal (28%) as well as neither support nor oppose the proposal (24%) whereas
for Isleworth & Brentford this was due to the fact they were more likely to neither
support nor oppose the proposal (23%) rather than oppose it.
Table 16: Support for Heathrow Airport’s proposed third runway – by Area Forum
Area Forum Support Oppose Neither
Bedfont, Feltham & Hanworth (312)
67% 12% 20%
Central Hounslow (250) 64% 26% 8%
Chiswick (190) 47% 28% 24%
Heston & Cranford (253) 58% 25% 12%
Isleworth & Brentford (251) 52% 24% 23%
Earlier in the year the UK Parliament voted to support the proposal to build a third
runway at Heathrow Airport. Residents were asked how they think the Council should
respond. Close to a half of residents (49%) think that the Council should support the
Government’s decision to approve the proposal to build a third runway at Heathrow
Airport which was similar to the levels of support seen in 2016 (46%).
However, there has been a significant decrease in the level of residents stating that
the Council should increase its work to reduce the impact of congestion, pollution and
noise locally (18% compared with 32% in 2016) and that the Council should seek
compensation/mitigation from Heathrow Airport for residents and businesses who are
affected by the proposal (11% compared with 25% in 2016).
It should be noted that residents could choose more than one option so it was possible
for residents to say that although they support the Government’s decision that the
Council should increase its work or seek compensation as well.
Those residents who support the proposal themselves were more likely to say that the
Council should support the Government’s decision with 79% of those who support the
proposal stating the Council should support the Government’s decision.
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Residents Survey 2018
42
Figure 18: Council’s reaction to the UK Parliament’s decision to support Heathrow Airport’s proposed third runway (All responses)
Unweighted bases in parentheses: All respondents
Looking at this by area forum we can see that residents in Central Hounslow and
Heston & Cranford were more likely to say the Council should support the
Government’s decision (59% and 60% respectively). However, residents in Heston &
Cranford were also more likely to state that the Council should increase its work to
reduce the impact (25%) and seek compensation for residents and businesses
affected by the proposal (15%). Residents in Isleworth & Brentford, which was one of
the areas least likely to support the proposal previously, were also more likely to feel
that the Council should seek compensation for residents and businesses affected by
the proposal (15%).
Table 17: Council’s reaction to the UK Parliament’s decision to support Heathrow Airport’s proposed third runway – by Area Forum
Area Forum Oppose Support
Increase work
Seek compensation
Nothing Don’t know
Bedfont, Feltham & Hanworth (312)
12% 49% 20% 7% 18% 8%
Central Hounslow (250) 25% 59% 12% 11% 6% 4%
Chiswick (190) 26% 38% 16% 7% 16% 10%
Heston & Cranford (253)
21% 60% 25% 15% <0.5% 10%
Isleworth & Brentford (251)
23% 37% 17% 15% 14% 13%
21
25
49
46
18
32
11
25
11
8
9
5
2018 (1256)
2016 (1207)
Actively oppose the Government's desicion (%)
Support the Government's desicion (%)
Increase its work to reduce the impact of congestion, pollution and noise locally (%)
Seek compensation/mitigation from Heathrow Airport for residents and businesses who are affected by the proposal (%)
Do nothing (%)
Don't know (%)
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Residents’ concerns
43
Residents were asked if there were any other things not mentioned which they felt
Hounslow Council should do now that the Government has voted to support a third
runway. This was an open question and any responses given have been coded in to
themes. The majority of residents (95%) did not have anything else to mention. There
were only two concerns that got mentioned by at least 1% of all residents and that
was:
Concerns about increase in noise/planes at night (1%)
Concerns about increased pollution/minimise pollution (1%)
7.3 Changes to Council tax
Finally in this section of the survey residents were asked their views on Council Tax as
the government is continuing its policy of reducing how much it pays local authorities
including Hounslow in grants and assumes that the Council will help meet this shortfall
by increasing what people pay in Council Tax by around 4% each year. It was stated
to respondents if Hounslow is to increase Council Tax by 4% that it is required by the
Government to use 2% of this to fund adult social care services. Whilst the Council
will look for ways to improve value for money residents views of what the Council
should do were somewhat mixed with around a quarter of residents stating Council
Tax should be kept the same but services cut (27%), another quarter (26%) stating the
Council should increase council tax by around 4% - with 2% used to fund adult social
care services and another quarter of residents (25%) stating Council Tax should be cut
and services reduced even more.
A number of residents were also uncertain about what the Council should do with 13%
stating that they did not know. Around one in ten residents (9%) mentioned something
other than the options given and this included:
Keep Council Tax same with no other effect (5%)
Cut Council Tax with no other effect (1%)
Cut Council Tax and improve services (1%)
Keep Council Tax same and improve services (1%)
Something else (1%).
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Residents Survey 2018
44
Figure 19: Opinions on Council Tax (All responses)
Unweighted base 1256: All respondents
Opinions varied by area forum with those in Chiswick and Isleworth & Brentford more
likely to say the Council should increase Council Tax by 4% (32% and 38%
respectively). Residents in Bedfont, Feltham & Hanworth were more likely to say the
Council should keep Council Tax the same but cut services (38%) whilst those in
Central Hounslow and Heston & Cranford were more likely to state that the Council
should cut tax and reduce services even more (41% and 37% respectively).
Table 18: Opinions on Council Tax – by Area Forum
Area Forum Increase by 4%
Keep same but cut services
Cut Tax and reduce
services more Don’t know
Bedfont, Feltham & Hanworth (312)
20% 38% 17% 16%
Central Hounslow (250) 20% 23% 41% 9%
Chiswick (190) 32% 24% 13% 16%
Heston & Cranford (253)
24% 21% 37% 10%
Isleworth & Brentford (251)
38% 26% 15% 13%
27%
26%
25%
9%
13%
Keep Council Tax the same but cut services
Increase Council Tax by around 4%
Cut Council Tax and reduce services even more
Other
Don't know
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Community Safety
45
8 Community Safety
In order to provide an assessment of community safety perceptions in Hounslow, all
residents were asked about how safe they feel in their local area both during the day
and after dark. Residents were also asked to consider how much of an issue six crime
and anti-social behaviour issues are where they live.
8.1 Feeling safe
During the day, the vast majority of Hounslow residents feel safe outside in their local
area with around nine in ten residents (92%) stating they feel safe during the day in the
local area including 43% who give the most positive response of very safe. This is
consistent with the feelings of safety during the day seen in the 2016 survey and in
comparison to nationwide polling conducted by the LGA in June 2018. The proportion
of residents stating that they feel ‘very safe’ during the day (43%) has fallen
significantly when compared with the 2016 survey (58%).
Figure 20: Perceptions of safety during the day (All responses)5
Unweighted bases in parentheses: All respondents
5 +/- 1% ‘rounding’ differences appear here due to rating scales being added to calculate proportions of respondents
43
58
62
48
36
32
4
3
4
3
2
1
1
1
1
2018 (1256)
2016 (1207)
LGA (1004)
Very safe (%) Fairly safe (%)
Neither safe nor unsafe (%) Fairly unsafe (%)
Very unsafe (%) Don't know (%)
Safe (very/fairly)
92%
94%
94%
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Residents Survey 2018
46
As is common in such questions, perceptions of safety fall after dark with 65% of
residents feeling safe outside locally in these circumstances and 17% feeling unsafe.
While levels of safety after dark are consistent with the levels seen in the 2016 survey,
they are significantly lower than the levels of safety seen in the nationwide polling
conducted by the LGA. To rule out any links that this may be connected to the time of
year that the LGA survey is conducted - June 2018 – we have also looked back at the
results collected in October 2017 and a similar level of feeling safe is seen (76%).
Figure 21: Perceptions of safety after dark (All responses)
Unweighted bases in parentheses: All respondents
20
15
33
45
48
41
16
13
11
11
17
9
6
5
5
2
2
1
2018 (1256)
2016 (1207)
LGA (1004)
Very safe (%) Fairly safe (%)
Neither safe nor unsafe (%) Fairly unsafe (%)
Very unsafe (%) Don't know (%)
Safe (very/fairly)
65%
63%
75%
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Community Safety
47
By area residents in Chiswick are most likely to feel safe during the day (98%) and
after dark (80%). Residents in Isleworth & Brentford were also notably more likely to
feel safe after dark (75%) than the total across Hounslow. Residents in Central
Hounslow are more likely to either say they feel unsafe after dark (21%) or neither safe
or unsafe (20%). Residents in Central Hounslow were also more likely to say they feel
unsafe during the day (6%).
Table 19: Perceptions of safety during day and after dark – by Area Forum
Area Forum Safe Neither Unsafe
During the day
Bedfont, Feltham & Hanworth (312) 87% 7% 5%
Central Hounslow (250) 89% 4% 6%
Chiswick (190) 98% 1% 1%
Heston & Cranford (253) 94% 3% 3%
Isleworth & Brentford (251) 94% 3% 2%
After dark
Bedfont, Feltham & Hanworth (312) 59% 22% 17%
Central Hounslow (250) 54% 20% 21%
Chiswick (190) 80% 10% 9%
Heston & Cranford (253) 61% 17% 20%
Isleworth & Brentford (251) 75% 8% 13%
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Residents Survey 2018
48
As well as the differences seen by area, perceptions of safety outside after dark varies
by gender with females significantly more likely to feel unsafe in this scenario than
males (19% compared to 15%). Feelings of safety also decreased with age and those
in the most deprived quintile were more likely than the total to feel unsafe (22%) as
were those of Asian ethnicity (20%).
Those who indicated that they feel either fairly or very unsafe in their local area after
dark were asked to give a reason for this in their own words. These responses were
reviewed and where possible were grouped into common themes. As is shown by the
figure below the most common reasons given by those feeling unsafe locally after dark
are connected to drug users and /or dealers (29%), general level of crime (25%) and
drunken behaviour (20%). Beneath this, gangs of youths hanging around, lack of
police presence, the type of people around and poor street lighting were mentioned by
around one in ten of those who feel unsafe locally after dark.
In 2016 the top five responses why residents feel unsafe after dark were gangs of
youths hanging around (30%), general level of crime (22%), drunken behaviour (16%),
drug users/drug dealers (15%) and general unsafe area/rough area (12%).
Figure 22: Why residents feel unsafe after dark (All responses)
Unweighted base 201: Those who feel unsafe in their local area after dark Mentions of 5% or more
5%
9%
9%
11%
14%
20%
25%
29%
Burglaries
Poor street lighting
Type of people around
Lack of police presence
Gangs of youths hanging around
Drunken behaviour
General level of crime
Drug users/drug dealers
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Community Safety
49
8.2 Anti-social behaviour
Residents were asked how much of a problem they believe a range of anti-social
behaviour issues to be. The biggest perceived anti-social behaviour issue is rubbish
or litter lying around with over a half of residents (51%) stating that this is either a very
big problem or a fairly big problem. Poor rubbish/recycling services and lack of street
cleanliness were some of the main reasons given by residents for disagreeing that the
Council provides value for money and was also the top area that residents said the
Council should focus on next year. The next biggest perceived issue (and perhaps
linked to the rubbish and litter lying around) was gangs hanging around the streets with
just over two fifths of residents (41%) stating this as a problem. This was closely
followed by people using or dealing drugs (38%). These were also the issues most
commonly perceived as a very big problem.
Close to two thirds of residents (65%) felt that at least one of the anti-social behaviour
issues were either a very big problem or a fairly big problem.
Figure 23: Anti-social behaviour issues (All responses)
Unweighted base 1256: All respondents
26
21
21
17
13
7
25
20
17
19
18
11
31
36
33
39
38
40
17
22
21
25
30
42
1
8
1
2
1
Rubbish or litter lying around
Groups hanging around the streets
People using or dealing drugs
People being drunk or rowdy in public places
Vandalism, graffiti and other deliberate damage to property or vehicles
Noisy neighbours or loud parties
A very big problem (%) A fairly big problem (%) Not a very big problem (%)
Not a problem at all (%) Don't know/No opinion (%)
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All anti-social behaviour issues have become more of a perceived problem since 2016
with all significantly increasing with the exception of people being drunk or rowdy in
public places, which has increased but not significantly.
Table 20: Anti-social behaviour issues (very big problem/fairly big problem) (All responses)
2018 2016 +/- change from 2016
Rubbish or litter lying around 51% 42% +9%
Groups hanging around the streets 41% 34% +7%
People using or dealing drugs 38% 30% +8%
People being drunk or rowdy in public places 35% 32% +3%
Vandalism, graffiti and other deliberate damage to property on vehicles
30% 13% +17%
Noisy neighbours or loud parties 17% 11% +6%
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Community Safety
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Looking at the top 3 perceived anti-social behaviour issues by area shows across all
areas rubbish or litter lying around is the biggest issue, in particular for Central
Hounslow where this being a problem is significantly higher than the other areas. In
fact all anti-social behaviour issues are a greater problem in Central Hounslow with all
issues being significantly higher in this area than across the other areas of Hounslow.
Table 21: Anti-social behaviour issues (very big problem/fairly big problem) – by Area Forum
Bedfont Feltham
Hanworth
Central Hounslow
Chiswick Heston and Cranford
Isleworth and Brentford
Rubbish or litter lying around 48% (1) 71% (1) 36% (1) 50% (1) 44% (1)
Groups hanging around the streets 35% (2) 61% 25% (2) 40% 37% (2)
People using or dealing drugs 29% (3) 66% (2) 18% 43% (2) 26% (3)
People being drunk or rowdy in public places 28% 64% (3) 10% 42% (3) 25%
Vandalism, graffiti and other deliberate damage to property or vehicles 26% 48% 19% (3) 29% 26% (3)
Noisy neighbours or loud parties 14% 27% 4% 18% 19%
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Effective (very/fairly)
62%
60%
8.3 Addressing crime and anti-social behaviour
Linking the views on community safety back to the public bodies who have
responsibilities in these areas, all residents were asked to consider how effective they
think the Council is at working with the police to address crime and anti-social
behaviour in their local area. Over three fifths of residents (62%) feel that the Council
is effectively working with the police, which is similar to the levels that felt this in the
2016 survey, with just over one in seven (15%) disagreeing. However, it is notable that
13% gave a neutral opinion and a further 10% answered don’t know suggesting that
there may be some scope to improve public awareness of the Council’s work on the
issue of anti-social behaviour.
Figure 24: Council effectiveness on working with the police to address crime and anti-social behaviour (All responses)
Unweighted bases in parentheses: All respondents
By area forum residents in Isleworth & Brentford were the most likely to feel the council
were effective on working with the police to address crime and anti-social behaviour
(70%) whereas residents in Heston & Cranford were the least likely (51%). However,
residents in Heston & Cranford were significantly more likely to say neither or don’t
know (34%) as opposed to stating the council are ineffective suggesting a need to
improve public awareness in particular in this area of the Council’s work on the issue
of anti-social behaviour.
12
8
50
52
13
17
9
12
5
4
10
6
2018 (1256)
2016 (1207)
Very effective (%) Fairly effective (%)
Neither effective nor ineffective (%) Fairly ineffective (%)
Very ineffective (%) Don't know (%)
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Table 22: Council effectiveness on working with the police to address crime and anti-social behaviour (All responses) – by Area Forum
Area Forum Effective Neither Ineffective Don’t know
Bedfont, Feltham & Hanworth (312) 59% 20% 16% 5%
Central Hounslow (250) 64% 12% 19% 6%
Chiswick (190) 69% 9% 12% 11%
Heston & Cranford (253) 51% 13% 15% 21%
Isleworth & Brentford (251) 70% 9% 12% 10%
Interestingly younger residents were also more likely to feel the council works
effectively with the police to deal with the issue of ASB with 74% of residents aged 18
to 24 stating effective (63% for those aged 25 to 44, 62% aged 45 to 54, 53% aged 55
to 64 and 59% for those aged 65+). However, those aged 18 to 24 were not less likely
to feel that ASB issues were a problem in their local area except for rubbish or litter
lying around with 37% of 18 to 24 year olds stating this was a problem which as
mentioned previously was the biggest ASB problem overall.
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Agree
88%
87%
9 Respect and consideration
9.1 Getting on well together
To provide a measure of community cohesion within Hounslow all residents were
asked to what extent they agree or disagree that their local area is a place where
people from different backgrounds get on well together. By getting on well together
residents were advised this meant treating each other with respect.
Overall, close to nine in ten residents (88%) agree that their local area is a place
where people from different backgrounds get on together including nearly three in ten
(29%) who give the most positive response of very satisfied. Only 3% disagree that
this is the case. This is consistent with the levels of agreement seen in 2016.
Figure 25: Level of agreement that people from different backgrounds get on well together in the local area (All responses)
Unweighted bases in parentheses: All respondents
Looking at this by area shows that residents in Heston & Cranford are most likely to
agree that people from different backgrounds get on well together in their local area
and those residents in Bedfont, Feltham & Hanworth the least likely to agree. This is
due to the level of respondents stating they neither agree nor disagree rather than the
levels of residents disagreeing.
29
28
59
59
7
8
2
4
1
1
2 2018 (1256)
2016 (1207)
Definitely agree (%) Tend to agree (%)
Neither agree nor disagree (%) Tend to disagree (%)
Definitely disagree (%) Don't know (%)
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Agree
71%
59%
Table 23: Level of agreement that people from different backgrounds get on well together in the local area – by Area Forum
Area Forum Agree Neither Disagree
Bedfont, Feltham & Hanworth (312) 84% 13% 3%
Central Hounslow (250) 88% 7% 3%
Chiswick (190) 91% 4% 1%
Heston & Cranford (253) 92% 3% 4%
Isleworth & Brentford (251) 87% 6% 4%
9.2 Pulling together to improve the local area
As local authority budgets become ever tighter, the social capital within communities is
becoming ever more important. It is likely that services traditionally delivered by
Councils will require new models of delivery with an enhanced role for residents, who
may be required to have more direct roles and responsibilities for certain services.
To measure current perceptions of the role residents currently play in their local area
all were asked to what extent they agree or disagree that people in their local area pull
together to improve the local area.
Just over seven in ten residents (71%) agree that people pull together to improve the
local area which is a significant increase from the 59% who agreed in 2016. Only 10%
disagree (20% in 2016) and a further 14% gave the neutral response of neither agree
nor disagree, which may be indicative of current efforts of residents in making local
improvements not being obviously attributable to residents.
Figure 26: Level of agreement that people pull together to improve the local area (All responses)
Unweighted bases in parentheses: All respondents
18
10
53
49
14
17
5
17
5
3
5
5
2018 (1256)
2016 (1207)
Definitely agree (%) Tend to agree (%)
Neither agree nor disagree (%) Tend to disagree (%)
Definitely disagree (%) Don't know (%)
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Although residents from Heston & Cranford were most likely to agree that people from
different backgrounds get on well together they are the least likely to agree that people
pull together to improve their local area (63%) with 17% of residents disagreeing with
this. Residents in Chiswick are the most likely to agree that people pull together to
improve their local area (78%).
Table 24: Level of agreement that people pull together to improve the local area – by Area Forum
Area Forum Agree Neither Disagree
Bedfont, Feltham & Hanworth (312) 72% 18% 9%
Central Hounslow (250) 69% 11% 13%
Chiswick (190) 78% 13% 4%
Heston & Cranford (253) 63% 11% 17%
Isleworth & Brentford (251) 73% 16% 7%
9.3 Unpaid help
To provide an indication of how much voluntary activity currently takes place within the
borough all residents were asked to indicate over the last year how many hours a
month they had given in unpaid help to any group(s), club(s) or organisation(s).
Residents were asked to only include work that is unpaid and not for their family and to
exclude giving money. The most common response to this question was that
residents have not given any unpaid help at all over the last twelve months to any
groups, clubs or organisations. This was the answer given by 83% of residents which
was consistent with 2016. Therefore less than a fifth of residents (17%) said they had
given unpaid help over the last year compared with 14% in 2016. Although this is a
significant increase this is due to those stating they did not know in the 2016 survey
rather than a decrease in the number stating they have not given any unpaid help.
Table 25: Average number of hours given to unpaid help over the last year6
2018 2016
< 5 hours 8% 7%
> 5 hours < 10 hours 5% 3%
> 10 hours < 20 hours 2% 2%
> 20 hours 1% 2%
None 83% 84%
Don't know 0% 2%
Summary: Any unpaid help 17% 14%
BASE (Unweighted) 1256 1207
6 +/- 1% ‘rounding’ differences appear here due to scales being added to calculate proportions of respondents
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Appendix 1: Sample profile
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Appendix 1: Sample profile
The table below shows the composition of the survey sample prior to the application of
weights.
Count %
Gender Male 629 50%
Female 627 50%
Age 18-24 121 10%
25-34 254 20%
35-44 309 25%
45-54 216 17%
55-64 162 13%
65+ 193 15%
Refused 1 <0.5%
Ethnicity White: English/Welsh/Scottish/Northern Irish/British 507 40%
White: Irish 10 1%
White: Gypsy or Irish Traveller 0 0%
White: Other White 168 13%
Mixed: White and Black Caribbean 5 <0.5%
Mixed: White and Black African 6 <0.5%
Mixed: White and Asian 6 <0.5%
Mixed: Other Mixed 17 1%
Asian: Indian 267 21%
Asian: Pakistani 70 6%
Asian: Bangladeshi 7 1%
Asian: Chinese 10 1%
Asian: Other Asian 68 5%
Black: African 53 4%
Black: Caribbean 21 2%
Black: Other Black 11 1%
Arab 27 2%
Any other ethnic group 0 0%
Refused 3 <0.5%
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Count %
Disability Yes 98 8%
No 1158 92%
Household composition One adult under 60 68 5%
One adult aged 60 or over 113 9%
Two adults both under 60 111 9%
Two adults, at least one 60 or over 126 10%
Three or more adults 16 or over 245 20%
1 parent family with child/ren at least one under 16 111 9%
2 parent family with child/ren at least one under 16 462 37%
Other 7 1%
Refused 13 1%
Economic activity Employee in full-time job (30 hours plus per week) 524 42%
Employee in part-time job (under 30 hours per week) 177 14%
Self employed full-time 35 3%
Self employed part-time 17 1%
On a government supported training programme 0 0%
Full-time education at school, college or university 46 4%
Unemployed and available for work 33 3%
Permanently sick/disabled 40 3%
Wholly retired from work 221 18%
Looking after the home 144 11%
Doing something else 10 1%
Refused 9 1%
Time in area Less than 6 months 34 3%
6 months to 1 year 59 5%
Over 1 year and up to 2 years 94 7%
Over 2 years and up to 5 years 170 14%
Over 5 years and up to 10 years 178 14%
More than 10 years 720 57%
Don't know 1 <0.5%
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Count % %
Religion Atheist 26 2%
Buddhist 16 1%
Christian 603 48%
Hindu 140 11%
Jewish 0 0%
Muslim 183 15%
Sikh 92 7%
Other 3 <0.5%
No religion 167 13%
Prefer not to say / Don't know 26 2%
Tenure Owner occupier 569 45%
Rented from Housing Association 74 6%
Renting from Hounslow Council/Hounslow Homes 244 19%
Rent from private landlord 343 27%
Shared ownership 7 1%
A residential home 5 <0.5%
Other 10 1%
Refused 4 <0.5%
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Count %
Ward Bedfont 62 5%
Brentford 63 5%
Chiswick Homefields 63 5%
Chiswick Riverside 62 5%
Cranford 63 5%
Feltham North 63 5%
Feltham West 62 5%
Hanworth 63 5%
Hanworth Park 62 5%
Heston Central 63 5%
Heston East 61 5%
Heston West 66 5%
Hounslow Central 62 5%
Hounslow Heath 63 5%
Hounslow South 62 5%
Hounslow West 63 5%
Isleworth 62 5%
Osterley and Spring Grove 63 5%
Syon 63 5%
Turnham Green 65 5%
Constituency Brentford & Isleworth 628 50%
Feltham & Heston 628 50%
Mosaic Group B Prestige Positions 14 1%
C City Prosperity 211 17%
D Domestic Success 58 5%
F Senior Security 14 1%
H Aspiring Homemakers 31 2%
I Urban Cohesion 457 36%
J Rental Hubs 174 14%
M Family Basics 48 4%
N Vintage Value 19 2%
O Municipal Challenge 127 10%
U Unclassified 103 8%
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Appendix 2: Survey questionnaire
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Appendix 3 : List of tables and figures
77
Appendix 3 : List of tables and figures
Table of Figures
Figure 1: Satisfaction with local area as a place to live (All responses) ................................ 7
Figure 2: Three words used to describe local area as a place to live (All responses) ............ 9
Figure 3: Satisfaction with the way Hounslow Council runs things (All responses) .............. 10
Figure 4: Agreement on whether Hounslow Council provides value for money (All responses)
........................................................................................................................................... 12
Figure 5: Extent to which residents feel statements apply to Hounslow Council – General
performance (All responses) .............................................................................................. 17
Figure 6: Extent to which residents feel statements apply to Hounslow Council – Listening
and communicating performance (All responses) ............................................................... 19
Figure 7: Extent to which residents feel statements apply to Hounslow Council – Making the
local area a better place to live and work (All responses) .................................................... 21
Figure 8: Services used in the last 12 months (All responses) ............................................ 22
Figure 9: Rating of local services – Users vs Overall (Excellent/very good/good) ................ 25
Figure 10: How well informed do residents feel about Hounslow Council (All responses) .. 27
Figure 11: How residents obtain information about the Council (All responses) .................. 29
Figure 12: Residents internet access (All responses) .......................................................... 31
Figure 13: Can name MP that represents constituency (All responses) .............................. 32
Figure 14: Can name elected Councillor for area (All responses) ........................................ 33
Figure 15: Can name Council leader (All responses) .......................................................... 34
Figure 16: Top 3 areas the Council should focus more on in the next year (All responses) . 36
Figure 17: Support for Heathrow Airport’s proposed third runway (All responses) ............... 40
Figure 18: Council’s reaction to the UK Parliament’s decision to support Heathrow Airport’s
proposed third runway (All responses) ................................................................................ 42
Figure 19: Opinions on Council Tax (All responses) ............................................................ 44
Figure 20: Perceptions of safety during the day (All responses) .......................................... 45
Figure 21: Perceptions of safety after dark (All responses) ................................................. 46
Figure 22: Why residents feel unsafe after dark (All responses) .......................................... 48
Figure 23: Anti-social behaviour issues (All responses) ...................................................... 49
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Figure 24: Council effectiveness on working with the police to address crime and anti-social
behaviour (All responses) ................................................................................................... 52
Figure 25: Level of agreement that people from different backgrounds get on well together in
the local area (All responses) .............................................................................................. 54
Figure 26: Level of agreement that people pull together to improve the local area (All
responses) .......................................................................................................................... 55
Table of Tables
Table 1: Satisfaction with local area as a place to live – by Area Forum................................ 8
Table 2: Satisfaction with the way Hounslow Council runs things – by Area Forum ............ 11
Table 3: Agreement on whether Hounslow Council provides value for money – by Area
Forum ................................................................................................................................. 13
Table 4: Key drivers of satisfaction with the way Hounslow Council runs things .................. 14
Table 5: Extent to which residents feel statements apply to Hounslow Council – General
performance (A great deal/to some extent) (All responses) ................................................. 18
Table 6: Extent to which residents feel statements apply to Hounslow Council – Listening
and communicating performance (A great deal/to some extent) (All responses) ................. 20
Table 7: Extent to which residents feel statements apply to Hounslow Council – Making the
local area a better place to live and work (A great deal/to some extent) (All responses) ..... 21
Table 8: Rating of local services (All responses) ................................................................. 24
Table 9: Rating of local services (Excellent/very good/good) (All responses) ...................... 26
Table 10: How well informed do residents feel about Hounslow Council – by Area Forum .. 28
Table 11: How residents obtain information about the Council – by Area Forum ................ 30
Table 12: Can name elected Councillor for area - by Area Forum ....................................... 34
Table 13: Can name Council leader - by Area Forum.......................................................... 35
Table 14: Council priorities for residents compared to 2016 survey (All responses) ............ 37
Table 15: Council priorities for residents (All responses by Area Forum) ............................. 39
Table 16: Support for Heathrow Airport’s proposed third runway – by Area Forum ............. 41
Table 17: Council’s reaction to the UK Parliament’s decision to support Heathrow Airport’s
proposed third runway – by Area Forum ............................................................................. 42
Table 18: Opinions on Council Tax – by Area Forum .......................................................... 44
Table 19: Perceptions of safety during day and after dark – by Area Forum ....................... 47
Table 20: Anti-social behaviour issues (very big problem/fairly big problem) (All responses)
........................................................................................................................................... 50
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Appendix 3 : List of tables and figures
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Table 21: Anti-social behaviour issues (very big problem/fairly big problem) – by Area Forum
........................................................................................................................................... 51
Table 22: Council effectiveness on working with the police to address crime and anti-social
behaviour (All responses) – by Area Forum ........................................................................ 53
Table 23: Level of agreement that people from different backgrounds get on well together in
the local area – by Area Forum ........................................................................................... 55
Table 24: Level of agreement that people pull together to improve the local area – by Area
Forum ................................................................................................................................. 56
Table 25: Average number of hours given to unpaid help over the last year ....................... 56
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Residents Survey 2018
80
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