south oxfordshire residents survey final report young south... · urban 28,496 52% 625 57% rural...

SOUTH OXFORDSHIRE RESIDENTS SURVEY M·E·L RESEARCH

Measurement Evaluation Learning: Using evidence to shape better services

South Oxfordshire Residents Survey

April 2014

FINAL REPORT Young People


Measurement Evaluation Learning: Using evidence to shape better services

Contents Page

1) Project details and acknowledgements .............................................................................. 1

2) Key Results ......................................................................................................................... 2

3) Introduction ......................................................................................................................... 4

Background ....................................................................................................................... 4 Methodology ...................................................................................................................... 4 Analysis ............................................................................................................................. 6 Reporting ........................................................................................................................... 7

4) Findings Part One – The Local Area .................................................................................. 8

Satisfaction with the local area as a place to live .............................................................. 8 The local community ....................................................................................................... 11 Volunteering .................................................................................................................... 16 Anti social behaviour ....................................................................................................... 18

5) Findings Part Two – South Oxfordshire District Council................................................... 21

Council image.................................................................................................................. 21 Value for money .............................................................................................................. 25 Advocacy towards the council ......................................................................................... 28 Acts on concerns of local residents ................................................................................. 30 Keeping residents informed ............................................................................................ 31 Trust in the council .......................................................................................................... 34 Public perceptions about the council ............................................................................... 36 Information about council services .................................................................................. 38 Ability to inform and influence decisions ......................................................................... 40 Council services .............................................................................................................. 45 Contacting the council ..................................................................................................... 57

6) Summary .......................................................................................................................... 60

Results by corporate priorities ......................................................................................... 60

Appendices .......................................................................................................................................... 63

Appendix A: Questionnaire...................................................................................................................... 64

Appendix B: Achieved quotas and demographic profile ......................................................................... 77

Appendix C: Local Authorities Benchmarking ......................................................................................... 79

Appendix D: ACORN ............................................................................................................................... 80


Measurement Evaluation Learning: Using evidence to shape better services 1

1) Project details and acknowledgements

M·E·L Research 8 Holt Court Aston Science Park Birmingham B7 4AX

Tel: 0121 604 4664 Fax: 0121 604 6776 Email: [email protected] Web: www.m-e-l.co.uk

Title Residents Survey 2013/14

Client South Oxfordshire District Council

Project number PR13169

Client reference

Author Helen Bryce, Lisa Mason

Contract Manager Helen Bryce



2) Key Results

2011 2014 Inc / Dec % of residents who:

Are satisfied with the local area as a place to live 95% 94%

Are satisfied with how council runs things 73% 71%

Trust in the district council n/a 82%

Would speak positively of the council 30% 52%

Don't mind as long as council does its job 59% 54%

Have contacted the council over the past year 40% 41%

Enjoy living in the local area 97% 97%

Feel they belong to the local area n/a 88%

Feel different backgrounds get on well 78% 70%

Agree people pull together to improve the local area n/a 79%

Are involved in volunteering 31% 25%

Feel safe during day n/a 99%

Feel safe after dark n/a 84%

Agree that working together people can influence decisions 81% 73% *

Agree they can inform decisions 46% *

Agree they can influence decisions 34% 36% * % of residents who agree that the council:

Provides value for money 44% 59%

Does a good job for people like me 64% 71%

Treats everyone fairly n/a 64%

Treats all parts of the district equally 41% 52%

Needs to be more open and honest 45% 43%

Needs to make more of an effort to find out what people want 67% 69%

Is too bureaucratic 31% 30%

Is too remote and impersonal 28% 29%

Acts on the concerns of residents n/a 57%

Keeps residents informed about services 73% 73%

Quality of service is good overall 78% 80%

% of residents satisfied with the following services:

Waste and recycling 85% 88%

Reduction in crime 64% 75%

Keeping the area clean 72% 75%

Council car parks 56% 59%

Sports & leisure facilities 64% 64%

Arts and culture 48% 58%

Environmental protection 50% 57%

Licensing 36% 56%

Planning applications 35% 49%

Housing services 28% 37%

Public toilets 33% 40%



2011 2014 Inc / Dec Provision of benefits 25% 33%

Advice to businesses 13% 34%

Provision of grants 29% 39%

% who agree there is a problem with:

Groups hanging around the streets is a problem n/a 7%

People being drunk or rowdy in public places is a problem n/a 7%

People using or dealing drugs n/a 6%

Vandalism, graffiti and deliberate damage n/a 5%

Rubbish or litter lying around n/a 13%

Noisy neighbours or loud parties n/a 4%

* the response option ‘neither’ was included in 2014.



3) Introduction

Background

In October 2013 South Oxfordshire District Council commissioned M·E·L Research to undertake a

Residents Survey. This was the fourth time the resident survey has been undertaken, and data is now

available from 2007, 2009, 2011 and 2014 to enable tracking of results over time.

The aim of the survey was to provide the district council with feedback from residents aged 16 and over

about the council and the services it provides. The specific objectives of the research were to;

Measure satisfaction with services provided by the council

Provide information about key drivers of satisfaction and identify where action is needed to improve satisfaction

Measure improvements against measures of resident satisfaction in the councils corporate plan

Identify priorities for council services to support decisions on spending in future years

Provide data that can be benchmarked with other local authorities

Methodology

A robust and representative method of data collection was required. In line with previous years, a

quantitative face-to-face survey was undertaken. Fieldwork took place during the day as well as

evenings up to 8pm and weekends. Trained M·E·L interviewers undertook the fieldwork, always stating

they worked for M·E·L and were undertaking a survey on behalf of South Oxfordshire District Council.

Interviewers carried photo ID, a letter of authorisation from the district council and wore high visibility

M·E·L vests. The local police were notified about the research.

The questionnaire included a number of questions about different topics, including quality of life,

satisfaction with council services and feeling informed. On average each interview lasted 15 minutes. A

copy of the questionnaire can be found in Appendix A. Whilst many of the questions have remained the

same over time, the order of the questions was revised for this survey to comply with the LG Inform

guidance. LG Inform is the Local Government Associations (LGA’s) benchmarking data service for local

authorities, and in order to be able to benchmark the results from the South Oxfordshire Residents

Survey the guidance regarding question order had to be followed. Where the order of a question in the

questionnaires has been changed for this survey, this has been noted in the report.

A total of 1,103 interviews were completed between w/c 16th December and 9th February 2014. It

should be noted that the fieldwork was extended due to the impact of flooding in the district. The

sample was stratified by urban and rural areas, and the number of interviews completed proportional to

the population living in these areas as shown in Table 3.1.



Table 3.1: Breakdown of households and achieved sample

Area Classification

Households (2011 Census) % households

Number of interviews completed

% of interviews

Urban 28,496 52% 625 57% Rural 26,348 48% 473 43% Total 54,844 100% 1,098 100%

Interviewers were given a number of randomly selected starting postcodes to start interviewing. From each

starting point they would walk door to door until they had completed 10 interviews. The map below shows the

distribution of completed interviews across the district.

Figure 3.1. Distribution of completed interviews

In addition, interviewers were given set quotas by age, gender, working status, and ethnicity to ensure a

representative sample was achieved. The data presented in this report is therefore presented unweighted,

and this follows the guidance set by LG Inform, the LGA’s benchmarking data service. For a full breakdown of

the demographic profile of the sample please refer to Appendix B.



Analysis

The total sample size reported here is 1,103 interviews. With 134,300 (2011 Census) individuals living

in South Oxfordshire, results are accurate to +/-2.94% at the 95% confidence, which is statistically very

robust. This means that we can be 95% certain that the results are within +/-2.94% of the calculated

response, so results could be 2.94% either above or below the figure calculated i.e. a 50% satisfaction

response could in reality lie within the range of 47.06% to 52.94%. Where results by sub sample have

been included, the confidence intervals around the data will be greater, due to the smaller base size.

However, only significant differences in results have been included in this report.

Where information is available, comparisons have also been made with data collected in 2007, 2009

and 2011. However please note the order of the questions was changed for this survey to comply with

LG Inform guidance and this may have an effect on comparability of results over time. Due to the

limited about of data available from the LGA for face to face surveys results from compliant surveys

conducted by MEL have been collected to give a base of 15 local authorities. The average has then

been used to benchmark South Oxfordshire results against. This has been noted throughout the report.

Some analysis has also been undertaken using the socio demographic classification tool, ACORN.

ACORN stands for A Classification of Residential Neighbourhoods. Using a variety of data (e.g. census

data, income data, lifestyle data etc) every postcode in the UK is classified into one of five ACORN

categories, one of 18 groups and one of 56 types. Within this report we have included differences in

perceptions according to ACORN group. For a detailed explanation of ACORN and more information

about the ACORN groups please see Appendix C.

Further analysis on some key questions has been undertaken using Key Drivers Analysis. This looks at

how different aspects can impact (are key drivers) on another aspect and tests how strong that

influence is. The following aspects were tested using this key drivers analysis:

Satisfaction with the way the South Oxfordshire District Council runs things (measure of overall satisfaction)

To what extent that the South Oxfordshire District Council provides Value for Money

How well informed residents think the South Oxfordshire District Council keeps them informed

about the services and benefits it provides

These have been compared against other service related perception based questions to determine if

these other services have any influence (ie are key drivers) over how respondents answer the above

questions. The percentage of variance explained by the model indicates the extent to which changes to

the question tested can be attributed to changes to the other questions (ie how strong the link is

between the influence these other factors have on above aspects), rather than other external factors. If

the percentage is low then the other factors are less likely to influence this key aspect and other

external factors are more likely to responsible.



Owing to rounding of numbers, percentages displayed visually on graphs in the report may not always

add up 100% and may differ slightly when compared to the text. The figures reported in the text will be

correct. For some questions respondents could give more than one response (multi choice). For these

questions, the percentage for each response is calculated as a percentage of the total number of

respondents and therefore percentages do not add up to 100%. This has been clearly indicated within

the report.

Reporting

The report is split into two parts. Part One is about the local area as a place to live and Part Two is about

South Oxfordshire District Council and the services it provides. The results do not necessarily appear in the

order they did in the questionnaire.

Part One

Satisfaction with the local area

The local community

Volunteering

Anti-Social Behaviour

Part Two

Council Image

Value for money

Information about Council Services

Council Services

Contacting the Council



4) Findings Part One – The Local Area

In this section, respondents were asked a number of questions about their local area, defined as the

area within a 15-20 minute walking distance of their home.

Satisfaction with the local area as a place to live

Firstly respondents were asked how satisfied or dissatisfied they were with their local area as a place to

live, this question is a core LG benchmarking question and the option ‘don’t know’ was added to this

survey in 2014.

Satisfaction remains extremely high, with 94% of respondents saying they are very or fairly satisfied

with their local area as a place to live. This is similar to the local authority average of 93%.

Whilst overall satisfaction remains high as in previous years, the proportion of respondents who are

very satisfied with their local area as a place to live has fallen from a high of 66% in 2011 to 54% in

2014 and is now similar to previous results in 2007 and 2009.

Figure 4.1: How satisfied or dissatisfied are you with your local area as a place to live?

Base: All respondents

Respondents of ACORN group Career Climbers are more likely to be satisfied (98%) than those in

Striving Families (89%).

Total Satisfied

94%

95%

96%

92%



Continuing to think about their local area, respondents were asked how much they enjoying living

where they do. Not surprisingly, given the high level of satisfaction with the local area as a place to live,

respondents also enjoy living in their local area. Results show 82% of respondents enjoy living in their

local area ‘a lot’ and 15% enjoy living in the area ‘a little’. No respondents answered not at all. Results

are similar to previous years.

Figure 4.2 To what extent would you say you enjoy living in this local area?




Enjoyment of living in the local area increases with age. Respondents living in rural areas of the district are

also significantly more likely to enjoy living in their local area compared to their urban counterparts (87% and

79% respectively). Significantly fewer respondents with a disability enjoy living in their local area (63%).

Figure 4.3 Proportion of respondents who enjoy living in their local area ‘a lot’

Average 82%



The local community

In this section respondents were asked a number of questions about the community in the local area where

they live.

Firstly they were asked how strongly they feel like they belong to the local area, this was a new question

introduced in 2014 as part of the LG guidance. The majority (88%) of respondents feel strongly that they

belong to their local area, 47% feel very strongly and 40% feel fairly strongly. In comparison, just over one in

ten (11%) of respondents don’t feel a strong connection with their local area.

The local authority average is slightly lower at 85% (very/fairly strongly).

Figure 4.4 How strongly do you feel you belong to your local area?




Older respondents feel a greater connection to their local area, with respondents aged 55 and over more

likely to say they very strongly feel like they belong to their local area. Results are comparative with those

regarding how much people enjoy living in their local area. Respondents who live in rural areas enjoy living in

their local area more, and also have a significantly greater connection to the local area than respondents

living in urban areas. Respondents who have a disability feel less like they belong to their local area than

those respondents who are in good health (40% and 48% respectively); however this difference is not

significant. Figure 4.5 Proportion of respondents who feel very strongly that they belong to their local area

Average 47%



Respondents were asked whether or not they thought their local area is a place where people from different

ethnic backgrounds get on well together. This question changed to conform to LG wording and previously

encompassing generic differences (for example age, gender) to now solely relating to ethnic

backgrounds.The inclusion of the response option ‘neither agree or disagree’ was also new for 2014.

Overall 70% of respondents agreed (definitely agree and tend to agree) that people from different

backgrounds do get on well, a decrease since 2011 when 78% of respondents agreed. However, the reason

for the decrease in agreement is due to an increase in the proportion of respondents answering that people in

their local area all come from the same ethnic background (13%). It could also be partly due to the change in

the question.

This also explains a lower result than the local authority average of 76% agreement due to a lower average

rating of 3% who feel people in their local area all come from the same ethnic background.

Figure 4.6: To what extent do you agree or disagree that your local area is a place where people from different ethnic backgrounds get on well together?




Level of agreement varies by age group, with those aged 16-34 more likely to agree (77%) that people from

different ethnic background get on well in the local area, than those aged over 65 (60%).

Similarly those in urban areas are also more likely to agree (79%) than those in rural areas (58%) where

people tend to be from the same backgrounds or there are too few people.

Figure 4.7 Proportion of respondents that agree people from different ethnic backgrounds get on well together

When asked what could be done to improve the extent to which people from different ethnic backgrounds get

on well together, respondents mentioned organising more community and social events, running more youth

services and providing more facilities. Some comments are included below;

“I think bit more sports facilities for everybody especially for young people”

“More centre of village, no points of focus - shop / pub / post office”

“More local activities that appeal to cross-section of residents, esp. During day e.g. Courses”

“More volunteer-run youth facilities to bring community together”

“School is best place - primary school is where education and integration start”

“We have a plan of new village hall which is good for everybody”

Average 70%



Following on from this respondents were asked to what extent they agree or disagree people in the local area

pull together to improve the local area. This was a new question introduced in 2014 as part of the LG Inform

benchmarking tool.

Overall, 79% of respondents agreed that people in the local area pull together to improve things in the local

area, of which the majority (51%) tend to agree with this statement. No respondents answered that nothing

needs improving in their local area.

The local authority average is slightly lower at 75% agreement.

Figure 4.8: To what extent do you agree or disagree that people in this local area pull together to improve the local area?


The level of agreement is similar across demographic groups, with a slightly lower level of agreement

amongst respondents aged 25-34.



Volunteering

In this section respondents were asked if they had been involved in any voluntary work during the past 12

months, either for a charity or other type of voluntary or community organisations. One quarter (25%) of

respondents had been involved in unpaid voluntary work, less than in 2011 when this survey was last

undertaken (31%).

The proportion of volunteers varies across different customer segments. Younger respondents are less likely

to volunteer and give unpaid help than their older counterparts. The most significant difference in results

however is the proportion of volunteers amongst respondents with and without a disability (11% and 27%

respectively).

Figure 4.9 The proportion of respondents who have given unpaid voluntary work in the past 12 months

Average 25%



Three quarters (75%) of respondents do not do any unpaid voluntary work, these respondents were asked

why. The main reason for not doing any voluntary work is because of work commitments (56%), this has

been the top barrier each survey year and has increased significantly since 2009. Around one quarter (24%)

of respondents are looking after the home or family and therefore don’t have time to do any unpaid voluntary

work.

Figure 4.10: Why don’t you give unpaid help to groups/organisations?

Base: All respondents who have not given any unpaid help in the last 12 months



Anti social behaviour

In this section respondents were asked a number of questions about the fear of crime and problems

associated with anti-social behaviour. This was a new question for this survey and forms part of the LG

question bank.

When asked how safe they feel when outside in the local area during the day, by far the majority of

respondents feel safe (99%). In fact 83% of respondents feel very safe and 16% feel fairly safe. Just 1% of

respondents feel unsafe. In comparison 97% feel safe during the day when considering the local authority

average.

Whilst people feel less safe after dark, the majority still feel very safe (52%) or fairly safe (32%). One in ten

respondents (10%) feel unsafe in their local area after dark. This is higher than the local authority average of

81% who feel safe after dark. (46% very safe and 35% fairly safe).

Figure 4.11: How safe or unsafe do you feel when outside in your local area a) during the day and b) after dark?




The majority of all respondents feel very safe during the day, falling to a low of 72% amongst BME

respondents and 75% amongst 55-59 year olds.

After dark there is more variation in the proportion of respondents who feel very safe. Female respondents,

those living in urban area and those with a disability feel significantly less safe after dark than their

counterparts.

Figure 4.12: The proportion of respondents who feel very safe during the day and after dark

Respondents in ACORN group Executive Wealth were more likely to feel safe after dark (91%) along with

Career Climbers (90%) than those in Striving Families (73%).



Respondents were shown a number of anti-social behaviour issues, and asked how much of a problem each

one is in their local area. This was a new question for this survey as part of the LG Inform questions (and

previous Place Survey questions).

Results show that the majority of respondents said most of the issues weren’t a problem in their local area at

all (63% - 88%). The biggest problem identified by 13% of respondents was rubbish or litter lying around.

However it should be noted that 87% of respondents said this wasn’t a problem at all or wasn’t a very big

problem.

All issues are considered to be less of a problem than the local authority average when considering those

who responded that each issue was a ‘very or fairly big problem’.

Figure 4.13: How much of a problem do you think each of the following are in your local area?


LG AVG (very/fairly big)

15%

11%

11%

10%

8%

7%



5) Findings Part Two – South Oxfordshire District Council

Council image

In this section respondents were asked a number of questions about South Oxfordshire District Council and

the services it provides.

Firstly, respondents were asked how satisfied or dissatisfied they are with the way the district council runs

things. Previously this question had been asked towards the end of the questionnaire but in 2014 the question

was moved to the very beginning of the questionnaire in order to meet the guidance set out by LG Inform.

The order in which the question has been asked in the questionnaire may affect the comparability of results.

Overall 71% of respondents are satisfied (very / fairly) with the way the council runs things, of which the

majority are fairly satisfied (57%). Whilst the proportion of respondents who are very satisfied appears to have

increased on previous years, we cannot be sure if this is a genuine increase in satisfaction or if it is down to

the position of the question in the questionnaire (order effect). Results are inline with the local authority

average (70%) level of satisfaction (very/fairly).

Figure 5.1 Overall how satisfied or dissatisfied are you with the way South Oxfordshire District Council runs things?




Whilst the level of satisfaction does vary between age groups, it is not statistically significant. Figure 5.2 Proportion of respondents who are satisfied (very / fairly) with the way South Oxfordshire District Council runs things

Respondents in ACORN group Career Climbers are more likely to be satisfied (80%) than those in Striving

Families (66%).

Average 71%



Respondents who were dissatisfied were asked to provide reasons for this and more than one reason could

be provided.

Nearly half (45%) of respondents are dissatisfied with the roads /pavements in the district. Factors such as

poor street cleansing, road safety, poor street lighting and traffic/congestion problems where all cited in the

top ten reasons for dissatisfaction and are consistent with responses from other local authorities.

However, nearly a fifth (17%) of those who are dissatisfied cited ‘not enough car parking’ and this is particular

to South Oxfordshire district compared to other similar local authorities where car parking is a lower issue.

Just over a third of respondents (35%) cited ‘other’ reasons, many of which repeat those already listed with

specific examples. However, other reasons are flooding, blocked drains/ditches/standing water, dog fouling,

trees and poor broadband.

Figure 5.3 Can I ask why that it?

Base: All respondents who registered a level of dissatisfaction (n=198)



Figure 5.4 below shows the key driver analysis of overall satisfaction (the way that the South Oxfordshire

District Council runs things). It explains 38% of variation in satisfaction. The following are the biggest drivers:

Council provides value for money (18%)

Satisfaction with the local areas as a place to live (18%)

The quality of Council services is good overall (14%)

The Council acts on the concerns of local residents (14%)

Extent that residents trust the Council (12%)

However these drivers are not very strong as they only account for 38% of respondents and therefore 62% is

due to other factors i.e. not value for money, acting on the concerns of residents, trust in the council, being

informed, satisfaction with the local area and the overall quality of council services.

Figure 5.4: Key driver analysis on satisfaction with the way the Council runs things – 38% of variance is explained in the model

Local area as a place to liveTrust the Council

40%

50%

60%

70%

80%

90%

100%

.000 .050 .100 .150 .200

Agre

emen

t sc

ore

Strength of Influence

Key factors with satisfaction with the way the Council runs things

Provides VFM

Acts on the concerns of local residents

Quality of services is good overall



Value for money

Respondents were then asked the extent to which they agree or disagree that South Oxfordshire District

Council provides value for money. This is a core question for LG benchmarking and was moved to the start of

the survey in 2014. It was part of a number of statements in 2011 and therefore can not be directly

comparable year on year.

Nearly six out of ten (58%) respondents agree (strongly / tend to) that the district council provides value for

money, which is a significant increase on 2011 (45%). 21% disagreed (strongly / tend to) compared to 27% in

2011.

Results are slightly higher than the local authority average (56%).

Figure 5.5: To what extent do you agree or disagree that South Oxfordshire District Council provides value for money?




Although there is some variation by sub group, these are not significant due to the low sample bases.

Figure 5.6: Proportion of respondents who agree (strongly / tend to) that South Oxfordshire District Council provides value for money

Analysing the responses by ACORN groups, those in Executive Wealth are more likely to agree that the

district council provides value for money (67%) than those in Striving Families (53%).

Average 58%



Figure 5.7 below shows the key driver analysis of agreement that the Council provides value for money. It

explains 44% of variation in satisfaction. The following are the biggest drivers:


The Council keeps residents informed about the services and benefits it provides (20%)

The quality of Council services is good overall (12%)

The Council does a good job for people like me (11%)

The extent that residents trust the Council (11%)

Satisfaction with the local areas as a place to live (7%)

Figure 5.7: Key driver analysis on agreement that the Council provides value for money – 44% of variance is explained in the model

Acts on concerns of local residents

Keeping residents informedDoes a good job

40%

50%

60%

70%

80%

90%

100%

.000 .050 .100 .150 .200 .250

Agr

eem

ent

scor

e


Key drivers of agreement that the Council provides VFM

Local area as a place to liveTrust the Council

Quality of services is good overall



Advocacy towards the council

The next question asked respondents to select from a number of statements, the one that best describes how

they feel about South Oxfordshire District Council. The wording of this question and the response options

changed slightly from 2011 in order to conform to LG guidance for benchmarking.

Over half (52%) selected positive statements about the council which is a significant increase on all previous

years (29%, 33% and 16% respectively). The level of respondents who would speak negatively continues to

fall year on year, to 11% who would speak negatively in 2014 from 10% in 2011, 19% in 2009 and 24% in

2007. With the reduction in those ‘have no views one way or another’ this suggests that people are more able

to form an opinion and that it is most likely to be positive.

This is much higher than the local authority average of 46% (speak positively prompted and unprompted).

Figure 5.8: On balance, which of the following statements comes closest to how you feel about South Oxfordshire District Council?




Considering the response by age groups, those aged 16-24 (39%) and 55-59 (36%) are least likely to speak

positively of the district council, although the base size means that these are not significant differences.

Figure 5.9: Proportion of respondents with positive advocacy towards South Oxfordshire District Council

Average 52%



Acts on concerns of local residents

A new question relating to the extent to which the district council acts on the concerns of local residents was

added to this survey as part of the LG benchmarking data.

The majority (56%) of respondents feel that the district council acts on their concerns (a great deal / a fair

amount). However 23% feel the council does not act on concerns (not very much / not at all) and 20% don’t

know. This is inline with the local authority average (57%).

There are no significant differences by sub groups.

Figure 5.10 To what extent do you agree or disagree that South Oxfordshire District Council acts on the concerns of local residents?


Considering responses by ACORN groups, those in Mature Money are less likely to agree that the district

council acts on the concerns of others (44%) than those in Striving Families (63%).



Keeping residents informed

Following on from this question, respondents were asked how well informed they think South Oxfordshire

District Council keeps residents about the services and benefits it provides. Although this question was

included in previous years, the order, wording of the question and some response options have changed in

2014 to conform to LG guidance.

Nearly three quarters (73%) of respondents feel well informed (very or fairly) about the services and benefits

provided by the district council, showing little change on 2011 (74%). Whilst the percentage of those who

don’t feel very well informed has remained constant against 2011 (25%) there is a slight increase in those

who ‘don’t know’.

This is significantly higher than the local authority average of 67% (feel very or fairly well informed). Figure 5.11: How well informed does South Oxfordshire District Council keep its residents about the services and benefits it provides?




There is a relationship between age groups and feeling well informed, with those older age groups feeling

most informed compared to 59% of those aged 16-24.

Figure 5.12: Proportion of respondents who feel well informed (very/fairly) by South Oxfordshire District Council

Average 73%



Figure 5.13 below shows the key driver analysis of how well the Council keep residents informed about the

services and benefits it provides. It explains 30% of variation in satisfaction. The following are the biggest

drivers:


The extent that the Council provides value for money (21%)

The extent that residents trust the Council (10%)

Figure 5.13: Key driver analysis on how well the Council keeps reisdents informed about the services and benefits it provides – 30% of variance is explained in the model

Acts on the concerns of local

residents

Provides VFM

Trust the Council

30%

40%

50%

60%

70%

80%

90%

.000 .050 .100 .150 .200 .250 .300

Agre

emen

t sc

ore


Key drivers of agreement that the Council keeps residents informed



Trust in the council

A new question as part of the LG benchmarking guidance was introduced for this survey that asked

respondents how much they trust South Oxfordshire District Council.

The majority (82%) trust the district council a great deal/a fair amount. 10% do not trust the district council of

which only 1% does not trust at all.

Compared to the local authority average (82%) the results for South Oxfordshire are inline with this average.

Figure 5.14 How much do you trust South Oxfordshire District Council? Base: All respondents



Those aged 35-45 are more likely to trust the district council (85%), than those aged 16-24 (76%) and those

aged 55-59 (78%), but these differences are not significant and caution should be noted due to the low

sample bases.

Similarly the difference is not significant between those who do not have a disability (82%) being in line with

the overall results and those who do have a limiting illness or disability (88%) and are more likely to trust the

district council.

Figure 5.15: Proportion of respondents who trust the council a great deal/fair amount Base: All respondents

Average 82%



Public perceptions about the council

From a selection of statements about the district council, respondents were asked to indicate their level of

agreement with each statement. It should be noted that for some statements a low level of agreement is

positive (as indicated in green). Responses to each statement are presented separately and key points

identified.

Encouragingly, the highest proportion of respondents (80%) agreed that the quality of services provided by

the district council is good overall.

Figure 5.16: How strongly do you agree or disagree with the following statements about South Oxfordshire District Council? Base: All respondents

There is a significant difference between those respondents in the rural areas (85%) who are more likely to

agree that the quality of the district council services are good overall, compared to urban respondents

(76%). Similarly, although the difference is not significant, those living in rural areas are more likely to agree

that the district council treats all parts of the district equally compared to urban respondents (55% and

50% respectively). Also, rural respondents are more likely to disagree (34%) that the council is too bureaucratic compared to urban respondents (25%). Those aged 16-24 are more likely to not mind what the council does as long as it does its job (62%) compared to those aged over 65.



Considering levels of agreement against 2011, there have been significant increases in the number of people

who feel the district council ‘does a good job’ (72% compared to 61%) and that the district council ‘treats all

parts of the district equally’ (52% compared to 41%).

It should also be noted that there is a positive decline in the number of respondents who agree that the

council ‘needs to be more open and honest’, ‘is too bureaucratic’ and ‘is too remote and impersonal’.

Figure 5.17: How strongly do you agree or disagree with the following statements about South Oxfordshire District Council? ( year on year)




Information about council services

Whilst nearly three fifths (59%) of respondents obtain information from council leaflets only a third (33%)

would prefer to receive information with this method. Notably the South Oxfordshire District Council website

is the preferred method for 35% of respondents.

Figure 5.18: From where do you obtain information about South Oxfordshire District Council, and where you would most like to?


Respondents living in rural areas are significantly more likely to obtain information by parish councils than

urban residents; parish council noticeboards (14% compared to 7%), parish councilors (8% compared to 2%)

and parish council newsletters (27% compared to 14%). Urban residents are more likely to obtain information

from local newspapers than those living in rural areas (36% compared to 25%). This pattern continues when

considering the preferred method to receive information although the sample sizes are smaller and not

significant.

There are also significant differences when analysing age groups with the council leaflets being used by older

age groups for example those aged 55-59 (69%) compared to those aged 16-24 (42%) and this is similar to

the council leaflets as a preferred method with older age groups more likely to prefer to use this method



although the bases are too small to be significant. A similar pattern is seen with the council tax leaflet although

again the samples are too small to be significant.

The website is most popular for obtaining information with the 25-54 age group (60%) declining significantly

for those over 65 (32%). Although Facebook and Twitter overall are low in terms of obtaining information,

they are popular with the 16-24 age group (7% and 2% respectively) but not used at all by over 55’s. There is

also a significantly strong relationship between those who prefer to use the website for information with

younger age groups more likely to prefer this method than older age groups (40% for those aged 25-34

compared to 23% for those aged over 65).

A comparison with the 2011 survey shows there are significant increases in the number of residents who

obtain information via council leaflets (59% compared to 40%), the council website (49% compared to 31%)

and the leaflet with the council tax bill (36% compared to 24%). In contrast, contact with council staff has

decreased (5% compared to 11%).

Figure 5.19: From where do you obtain information about South Oxfordshire District Council (year on year)




Ability to inform and influence decisions

The following questions related to respondents ability to inform and influence decisions that affect their local

area.

Whilst nearly half of respondents (46%) agree that they are able to inform decisions affecting their local area,

this falls to 36% who agree they can influence decisions. Conversely, the number of respondents who

disagree they are able to inform decisions (31%) increases to 41% who feel unable to influence decisions

affecting their local area.

Figure 5.20: To what extent do you agree or disagree you can a) inform and b) influence decisions affecting your local area?




Considering the proportion of respondents who agree (definitely or tend to) that they can inform decisions,

those aged 55-59 are more likely to agree (61%). Similarly those with a limiting disability are more likely to

agree (58%).

Although levels of agreement that respondents can influence decisions affecting their local area follow a

similar pattern by sub groups, the differences are not significant.

Figure 5.21: Proportion of respondents who agree (definitely / tend to) that they can inform and influence decisions affecting their local area

Average Inform 46%

Average Influence 36%



In previous surveys the option of ‘neither agree nor disagree’ was not available when asked whether

respondents can influence decisions affecting their local area. Although 36% of respondents agree (definitely

/ tend to) that they can influence decisions this level of agreement (and consequently disagreement)

increases to be in line with 2011 responses when the option of ‘neither’ is removed (46% compared to 41%).

Figure 5.22:To what extent do you agree or disagree you can influence decisions affecting your local area?




Respondents were asked how far they agree or disagree that by working together, people in their

neighbourhood can influence decisions that affect the neighbourhood. In previous surveys this question did

not have the response option ‘neither agree nor disagree’ which was added into the 2014 survey to comply

with LG guidance.

Nearly three quarters (73%) of respondents agreed (definitely or tend to) that by working together people in

their local neighbourhood can influence local decisions. This increases to 84% when the option ‘neither agree

nor disagree’ is removed and is comparable with 81% who agreed (strongly or tend to) in 2011.

Figure 5.23: How far do you agree or disagree that by working together people in your neighbourhood can influence decisions that affect the neighbourhood?


Respondents in rural locations were significantly more likely to agree that they worked together to influence

decisions (78%) compared to those in urban locations (70%)



The next questions were related to the methods known and the methods used to influence decisions in the

local area.

The main methods known of to influence decisions are writing to the district council (41%), speaking to the

local Councilor (30%) and attending district / county council meetings (26%) or parish council meetings

(24%).

Nearly two fifths of respondents (59%) have not tried to influence decisions. Those in urban areas are least

likely to have tried to influence decisions citing ‘none’ than those in rural areas (64% compared to 54%).

However 11% have written to the local district council and 10% have attended parish council meeting. Other

methods given were petitions, email to council, voting, telephoning the council and writing to MP.

Figure 5.24: What ways do you know of / following methods have you used to try to influence decisions in your local area?


Of the 186 respondents who gave comments about the ways in which they have tried to influence decisions

in their local area; 55 felt their attempts had been positively received and action was taken/feedback given, 27

felt that nothing had been sorted/ they received no response and 23 felt they had not been listened to /

decisions were taken without consideration for local people.



Council services

The following section encompasses questions relating to specific services offered by South Oxfordshire

District Council.

Firstly respondents were asked how satisfied they are with a number of services in their local area and this

has been compared with responses to which services the respondent (or a member of their household) has

used or benefited from.

All services have seen a rise in satisfaction against 2011 with nearly nine out of ten people satisfied (very or

fairly) with waste and recycling services. However, several services have seen a significant increase in the

level of satisfaction; reducing crime, fear or crime and anti-social behavior, arts and culture, environmental

protection, licensing, planning applications and enforcement, public toilets, providing grants to local

communities /groups, housing services, advice/support to local businesses and providing benefits to people

on low incomes.

Figure 5.25: Satisfaction with the quality of district council services year on year Base: All respondents



With waste and recycling services removed from this question, the service most used by respondents is

council car parks with nearly eight out of ten (78%) respondents having used these. This is a significant

increase on 2011 where 67% of respondents had used the car parks.

Use of art and culture services has also seen a significant increase year on year (36% compared to 29%).

However, reducing crime, fear of crime and anti-social behavior services have been used significantly less

year on year (43% compared to 53%). Figure 5.26: Here are a number of different types of services that are provided in South Oxfordshire. Which service(s) have you or a member of your household used or benefited from? Base: All respondents



Service users are more likely to be satisfied (very / fairly) with the Advice and Support given to businesses

than all respondents (66% compared to 33%). However nearly two thirds of all respondents (63%) are

ambivalent or don’t know, suggesting they are unaware of the services and unable to comment which is

supported by the very low base of actual users Figure 5.27: Satisfaction with advice and support given to businesses Base: All respondents and Service Users (n=39)

Nearly three quarters (73%) of service users are satisfied (very /fairly) with the arts and cultural activities

compared to 58% of all respondents.

Figure 5.28: Satisfaction with arts and cultural activities Base: All respondents and Service Users (n=391)



Nearly all respondents (77%) use the council car parks so service user satisfaction is very similar to overall

satisfaction for this service with 62% of service users satisfied (very / fairly) compared to 59% of all

respondents.

Figure 5.29: Satisfaction with council car parks Base: All respondents and Service Users (n=852)

Nearly three fifths (59%) of service users are satisfied (very / fairly) with the environmental protection

services (for example, dealing with noise, bonfires, pest control). This compares to 57% of all

respondents.

Figure 5.30: Satisfaction with environmental protection Base: All respondents and Service Users (n=239)



Nearly half (49%) of service users are satisfied (very / fairly) with housing services including housing advice,

homelessness and housing applications) compared to 37% of all respondents. However the low sample base of

users and high level of respondents who replied ‘neither’ or ‘don’t’ know’ suggest that the services that many lack

knowledge of the services. Figure 5.31: Satisfaction with housing services Base: All respondents and Service Users (n=210)

As street cleaning services are widely experienced, there is a similar level of satisfaction between service

users and all respondents (76% and 75% respectively), indicating high satisfaction across the district. Figure 5.32: Satisfaction with keeping the area clean, green and litter free Base: All respondents and Service Users (n=645)



Nearly three quarters (72%) of respondents who have used the licensing services (for example, private hire

vehicles, public entertainment licenses, alcohol licenses) expressed a high level of satisfaction (very / fairly).

This compares to 56% of all respondents where over two fifths (41%) advised they were ‘neither satisfied or

dissatisfied’ or ‘don’t know’. Figure 5.34: Satisfaction with licensing Base: All respondents and Service Users (n=214)

The majority (59%) of respondents who have used the planning applications and enforcement services are

satisfied (very/fairly) compared to 49% of all respondents. However 22% of service users expressed

dissatisfaction (very/fairly)

Figure 5.35: Satisfaction with planning applications and enforcement Base: All respondents and Service Users (n=310)



A low sample of respondents (12%) have used the benefits services of which half (50%) are satisfied (very/

fairly) and 11% are dissatisfied. The majority of all respondents (62%) were ‘neither satisfied or dissatisfied’ or

did not know. Figure 5.36: Satisfaction with providing benefits for people on low incomes Base: All respondents and Service Users (n=132)

Six out of ten (61%) of users expressed satisfaction (very / fairly) with the provision of grants to local

communities /groups and only 2% were dissatisfied. Only a small sample of respondents (11%) have used

this service and this explains the high number of all respondents (57%) who replied neither or don’t know.

Figure 5.37: Satisfaction with providing grants to local communities/groups Base: All respondents and Service Users (n=119)



Of the respondents who have used the public conveniences, 44% are satisfied with the service (very/fairly)

although 26% are dissatisfied. This is broadly mirrored by all respondents of which 40% are satisfied and

21% dissatisfied. Figure 5.38: Satisfaction with public toilets Base: All respondents and Service Users (n=486)

High levels of satisfaction (very / fairly) are expressed by service users and all respondents (75% equally)

with the reduction of crime, fear of crime and anti-social behavior services. This also suggests a high level of

awareness from non-users.

Figure 5.39 Satisfaction with reducing crime, fear of crime and anti-social behaviour Base: All respondents and Service Users (n=471)



The majority of respondents (63%) have used the sports and leisure facilities and of these 68% are satisfied

(very / fairly) with the services experienced compared to 65% of all respondents.

Figure 5.40: Satisfaction with sports and leisure facilities Base: All respondents and Service Users (n=694)



Respondents were asked to rank the most important services to them and could select up to five services.

The majority (73%) felt that the waste and recycling service is the most important service, this was also

the most important service in 2011 (71%). This service was also ranked of highest importance with a mean

score of 2.4.

Keeping the area clean and litter free has decreased slightly in overall importance (from 67% to 63%) but

is still ranked as of high importance with a mean score of 2.8.

Sports and leisure facilities, Environmental Protection and Planning applications have all seen

significant increases against 2011 and a high ranking of importance with a mean score of 2.9 for all.

Although Arts and culture has seen a significant increase in importance against 2011 (21% compared to

12%) it is not ranked as highly as other services by those who value it (mean score of 3.3). Conversely

whilst advice and support to businesses is of importance to one in ten (10%) of respondents it is ranked

high to those respondents with a mean score of 2.9.

Figure 5.41: Which of these services provided in your local area are most important in your view? Base: All respondents

Mean = 2.4

Mean = 2.7

Mean = 2.8

Mean = 2.9

Mean = 2.9

Mean = 2.9

Mean = 2.8

Mean = 2.9

Mean = 3.3

Mean = 3.2

Mean = 3.2

Mean = 3.3

M= 3.0

M= 2.9



This information is perhaps clearer when the importance of council services is shown against satisfaction

with those services. Figure 5.42 shows that the Waste and Recycling collection service is of highest

importance out of all the council services and has the highest level of satisfaction.

However public toilets and housing services have a low level of satisfaction but are of high importance.

Figure 5.42: Level of satisfaction with services against level of importance of services Base: All respondents



From a list of things that the South Oxfordshire District Council currently does or provides, respondents were

asked to select which they feel the council should do more of, do the same, do less of or should stop

providing.

The majority of respondents (61%) feel that there should be more activities for young people in South

Oxfordshire district. There is also strong support for more sports and recreation facilities for all (49%),

support for local business, market towns (49%), enforcement against litter , fly tipping and graffiti (44%), consultation with residents (44%) and keeping residents informed about services (43%).

The least support is for getting housing built, where 27% feel there should more and 14% feel there

should be less but 4% feel this should stop altogether.

Figure 5.43: In the future, do you think South Oxfordshire should do more, do the same or less of these things or do you think they shouldn’t provide these things at all? Base: All respondents



Contacting the council

This question relates to frequency of contact with the district council over the last 12 months.

Nearly three fifths (58%) of respondents have not contacted the district council at all, a similar level to 2011

(59%). Nearly a third (31%) have contacted the district council once or twice which is an increase on 2011

(28%), however the number of respondents contacting more than this has decreased (11% from 13% in

2011).

Figure 5.44: How many times have you contacted South Oxfordshire District Council with an enquiry or about a problem over the last year or so? Base: All respondents



Contact with the district council varies significantly by age groups with those aged 25-34 having the most

contact (50%) compared to those aged 16-24 having the least with only 15% of this age groups contacting

the council at least once in the last year.

The difference between those respondents with limiting illness or disability and those with no limiting illness

of disability is not statistically significant. Similarly there is no statistical significance between ethnic groups.

Figure 5.45: Contact with the district council at least once in the last year by sub groups Base: All respondents

Average 31%



Those who had contacted the district council were asked how satisfied they were with aspects of the service.

Satisfaction is high for all aspects of contact with the district council and seven out of ten (70%) of

respondents who have contacted the district council in the last year were satisfied (very / fairly) overall with

the way the council dealt with the issue. However, nearly a quarter (23%) remain dissatisfied (very / fairly).

Eight out of ten (81%) are satisfied with the greeting received on initial contact. However the length of time

taken to resolve queries is an issue for 22% of respondents who expressed dissatisfaction with this aspect.

Figure 5.46: Thinking about the last time you contacted the district council, how satisfied were you with each of the following? Base: All respondents who have contacted (n=448-451)



6) Summary

The 2014 residents’ survey for South Oxfordshire provides a strong evidence base for the district. The largely positive results show that nearly all (94%) of respondents are satisfied with their local area as a place to live, whilst satisfaction has increased for nearly all council services since 2011. Aims and objectives of the residents’ survey

This was the fourth annual survey of local residents aged 16 and over, to gain feedback about the council and the services it provides. The objectives were to measure satisfaction with council services and identify where action/service development is needed, track improvement against measures in the councils corporate plan, identify priorities for future spending and understand how the district is performing compared to national performance. Topics covered in the survey

The survey was designed to capture perceptions about the local area and community, perceptions about the council and how it is run and satisfaction with/use of individual council services. Methodology

A total of 1,103 face to face interviews were completed with households between December 2013 and February 2014. The households were selected randomly from postcodes across the district which were then stratified to be proportional to the population split by rural and urban areas. Quotas were also set for age, gender, working status and ethnicity so that the profile of respondents represents the profile of the district.

Results by corporate priorities

Excellent delivery of key services

Seven out of ten residents (71%) were satisfied with how the district council runs things (compared to 70% nationally). Overall, 80% of residents felt the quality of the services provided were good (78% in 2011) Satisfaction with nearly all service areas has increased or stayed the same, Significant increases in service satisfaction (very/fairly satisfied) were noted for licensing (56% of all respondents compared to 36% in 2011), crime reduction (75% compared to 64%), planning applications (49% compared to 35%) and arts and culture (58% compared to 48%). Satisfaction with Advice to Businesses was lowest at 33% but rising to 66% for service users. This was mirrored across services with higher satisfaction noted for service users compared to all respondents for example satisfaction with sports and leisure services rises from 65% for all residents to 68% for users. Waste & recycling services remain the most important to residents with 88% satisfied with the service (85% in 2011). The majority also agreed that the district is free from litter (87%) and 75% were satisfied that the council keeps the district free from litter. Although trust in the district council was high (82%) only 54% of respondents ‘don’t mind what the council does as long as it does its job’, showing that there was still a keen interest in activities and services even with this level of trust. Communication was an underlying area for development with 56% of respondents feeling that the council ‘acts on the concerns of local residents’ but nearly a quarter (23%) disagreeing. This has a strong correlation with those who felt they are kept informed by the district council (73% and higher than the national average of 67%). 70% of those contacting the council were satisfied with the overall way their issue was dealt with although 27% expressed dissatisfaction with the time taken to resolve their query. Effective management of resources

Residents who felt the council offers value for money has increased (59%) up on 2011 (44%) and higher than the national average (56%). Highest satisfaction was shown amongst the over 65 age group (65%). Perceptions on value for money were influenced by beliefs that the council acts on the



concerns of local residents and keeps residents informed. Overall, 56% felt that the council acts on concerns and 73% felt that residents are kept informed of decisions. Value for money was in turn a key driver in satisfaction with the council overall. When considering the reduction of the council’s energy usage, over half (58%) of all respondents felt the council should continue this strategy with a further 32% who felt that more should be done. Meeting housing need

The perceived importance of the planning application and enforcement service has increased (34% from 25%) for all respondents. Satisfaction with this service has seen a significant increase to 49% of all respondents who are very/fairly (compared to 35% in 2011) and rising to 59% satisfaction for users of the service. There was also a significant increase in satisfaction (very/fairly satisfied) with housing services (37% from 28%) rising to 66% for service users. There was at least some support for building more local homes (27%) with 14% feeling there should be less and 4% who felt no more should be built. Building the local economy

All anti-social issues are less of a problem than the national averages with nearly all respondents feeling there were no significant issues in South Oxfordshire. There has also been a significant increase in the satisfaction with the reduction of crime (75% from 64%) combined with a reduction in the use of community safety services (43% from 53%). Perception of safety were higher than the national average, with virtually all (99%) of respondents feeling safe during the day time and 84% feeling safe after dark. Residents who felt more vulnerable were females, those with a disability, those living in urban areas, older residents and BME groups. A significant increase in the use of council car parks (to 78% from 67%) was noted along with an increase in the satisfaction with council car parks to 52% of all respondents (from 56% in 2011) rising to 62% satisfaction for users of these car parks. However, 3% of respondents felt there was not enough car parking in the district. Flooding and drainage issues are also relevant to the timing of the survey when localised flooding was a major problem in many areas across the district. 6% of respondents cited flooding, blocked drains/ditches/standing water as reasons for dissatisfaction with the running of the district council. Whilst satisfaction with council support and advice for businesses has increased since the last survey (34% of all respondents very/fairly satisfied compared to 14% in 2011), nearly half (49%) of respondents felt that the council should do more to support local businesses and the creation of vibrant market towns. Support for communities

Nearly half (46%) of respondents agreed they can inform council decisions and 36% agreed they can influence decisions. Younger residents (16-24 year olds) prefer technology to gain information and were least likely to agree they can inform (32% of this age group) or influence (24%) decisions This younger age group were also least likely to feel well informed by the council about the services and benefits it provide (59% feel very/fairly well informed compared to 73% of all respondents). However, 16-24 year olds were also less concerned with the activities of the district council (66% don’t mind what the district council does as long as it does its job compared to the average 54%). Nearly half (44%) of all respondents feel the council should do more consultation with local residents and 42% of all respondents who feel that South Oxfordshire should be more open and honest. The majority of residents (82%) like living in the district, although rural areas are happier as are older age groups, which is important given that nearly 30% of respondents are over 60. Rural and older respondents also have a greater strength of belonging to their local area. This was seen where rural respondents are more likely to try to influence decisions (46% compared to 36% in urban areas) and



more likely to work together to influence decisions (78%) compared to urban areas (70%). Rural residents are also more likely to volunteer with urban residents more likely to state work commitments as a reason for not volunteering. There was a significant increase in satisfaction with the provision of grants to local communities (39% compared to 29% in 2011). How data is being used by South Oxfordshire district council

The information from this survey will be used by the council to manage performance, inform priorities for spending and service development and to increase transparency by making the data publicly available.



Appendices

Appendix A: Questionnaire

Appendix B: Achieved quotas and demographic profile

Appendix C: Local Authority Benchmarking

Appendix D: ACORN



Appendix A: Questionnaire



PR13169 South Oxfordshire Residents Survey

Good morning, afternoon, evening. My name is …… from M·E·L Research, an independent market research organisation. We're conducting an important survey about your views of the

local area on behalf of South Oxfordshire district council.

Can you spare some time to take part? It will take about 15 minutes. I would like to assure you that all the information we collect will be kept in the strictest confidence, and used for research purposes only. It will not be possible to identify any

particular individual or address in the results.

Respondent details: Mr ............................ Mrs .......................... Miss ........................ Other .......................

Other (specify) _________________________________________ Name ______________________________________ Address ______________________________________ Postcode ______________________________________ Telephone Number ______________________________________ Section A: Satisfaction with the local area and your district council Throughout this survey we ask you to think about your local area. When answering, please consider your local area to be the area within 15-20 minutes walking distance from your home. Q1) Overall, how satisfied or dissatisfied are you with your local area as a place to live? SHOWCARD A and Tick ONE only Very satisfied ........................ Neither satisfied nor

dissatisfied............................ Very dissatisfied ..................

Fairly satisfied ..................... Fairly dissatisfied ................. Don't know (DO NOT

PROMPT) .............................

Your local area receives services from two councils, South Oxfordshire District Council and Oxfordshire County Council. This survey asks about South Oxfordshire District Council which is responsible for services such as refuse collection, street cleaning and planning. Q2) Overall, how satisfied or dissatisfied are you with the way South Oxfordshire District Council runs things? Showcard A and Tick ONE only Very satisfied ................................. Go to Q3 Fairly dissatisfied ........................... Go to Q2b Fairly satisfied .............................. Go to Q3 Very dissatisfied ............................ Go to Q2b Neither satisfied nor dissatisfied .... Go to Q3 Don't know (DO NOT PROMPT) .... Go to Q3 Q2b) Can I ask why that is? PROBE FULLY. DO NOT PROMPT CODE ALL THAT APPLY



Poor customer service ..................................... Poor planning service ...................................... Council never gets things done quickly

enough ............................................................ Does not control development in the area .......

Council wastes money/inefficient ..................... Poor sports and leisure facilities ...................... Council doesn’t tell us what’s happening ......... Poor cultural facilities ...................................... Council doesn’t consult us ............................... Poor schools in the area .................................. Council doesn’t listen to what we tell them....... Not enough car parking ................................... Council tax too high ......................................... Poor public transport ....................................... Poor street lighting ........................................... Traffic/congestion problems ............................ Poor street cleaning ......................................... Road safety ..................................................... Poor roads/pavements..................................... High crime rates/level of crime ........................ Poor refuse collection ...................................... High levels of antisocial behaviour .................. Poor waste services ........................................ Nothing for young people to do........................ Doesn’t remove dumped rubbish quickly

enough ............................................................ Not enough housing in the area.......................

Doesn’t remove abandoned vehicles quickly enough ............................................................

Not enough affordable housing........................

Poor recycling service...................................... Don't know ...................................................... Lack of investment in area ............................... Other ............................................................... Q2b. Other ______________________________________________________________ In considering the next question, please think about the range of services South Oxfordshire District Council provides to the community as a whole, as well as the services your household uses. It does not matter if you do not know all of the services South Oxfordshire District Council provides to the community. We would like your general opinion. Q3) To what extent do you agree or disagree that South Oxfordshire District Council provides value for money? SHOWCARD B and Tick ONE only Strongly agree ...................... Neither agree nor disagree ... Strongly disagree .................. Tend to agree ...................... Tend to disagree................... Don't know (DO NOT

PROMPT) .............................

Q4) On balance, which of the following statements comes closest to how you feel about South Oxfordshire District Council. SHOWCARD C and Tick ONE only I speak positively of the council without being asked .............................................................................. I speak positively of the council if I am asked about it ............................................................................. I have no views one way or another ....................................................................................................... I speak negatively about the council if I am asked about it ...................................................................... I speak negatively about the council without being asked ....................................................................... Don’t know.............................................................................................................................................. Q5) To what extent do you think South Oxfordshire District Council acts on the concerns of local residents? Showcard D and Tick ONE only A great deal ..................................................... Not at all .......................................................... A fair amount ................................................... Don't know ......................................................



Not very much ................................................. Q6) Overall, how well informed do you think South Oxfordshire District Council keeps residents about the services and benefits it provides? Showcard E and Tick ONE only Very well informed ........................................... Not well informed at all .................................... Fairly well informed .......................................... Don’t know ...................................................... Not very well informed ..................................... Section B: The community in your local area Q7) How strongly do you feel you belong to your local area? SHOWCARD F and Tick ONE only Very strongly ................................................... Not at all strongly............................................. Fairly strongly .................................................. Don't know ..................................................... Not very strongly.............................................. Q8) And to what extent would you say you enjoy living in this local area? SHOWCARD G and Tick ONE only A lot ......................... A little ..................... Not very much ........ Not at all .................. Q9) How safe or unsafe do you feel when outside in your local area a) during the day and b) after dark? SHOWCARD H and Tick ONE only for a) and b) Very safe Fairly safe Neither safe

nor unsafe Fairly unsafe Very unsafe Don't know

Q9) How safe or unsafe do you feel when outside in your local area during the day?

Q9) How safe or unsafe do you feel when outside in your local area after dark?

Q10) To what extent do you agree or disagree that your local area is a place where people from different ethnic backgrounds get on well together? By getting on well together, we mean treating each other with respect SHOWCARD I and Tick ONE only Definitely agree................................................ Definitely disagree ........................................... Tend to agree ................................................. Don't know ..................................................... Neither agree nor disagree .............................. Too few people in local area ........................... Tend to disagree.............................................. All the same ethnic background .......................



Q11) What could be done to improve the extent to which people from different backgrounds get on well together? Different backgrounds means people from different age, gender, ethnic and religious groups, people with disabilities, and people of a particular sexual orientation WRITE IN VERBATIM ___________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Q12) To what extent would you agree or disagree that people in this local area pull together to improve the local area? SHOWCARD J and Tick ONE only Definitely agree................................................ Definitely disagree ........................................... Tend to agree .................................................. Nothing needs improving (DO NOT PROMPT) Neither agree nor disagree .............................. Don't know (DO NOT PROMPT) ..................... Tend to disagree.............................................. Q13) Thinking about this local area, how much of a problem do you think each of the following are.... SHOWCARD K and Tick ONE only for a) to f) A very big

problem A fairly big

problem Not a very big problem

Not a problem at

all

Don't know/no opinion

a) Noisy neighbours or loud parties b) Rubbish or litter lying arounfd c) Vandalism, graffiti and other deliberate damage to property or vehicles

d) People using or dealing drugs e) People being drunk or rowdy in public places f) Groups hanging around the streets (optional) ASK IF ANY OPTIONS a) to f) in Q13 are a very big or a fairly big problem. Q14) The Community Safety team at South Oxfordshire district council want to act on the concerns of local residents about problems with anti social behaviour. Would you like a member of the team to contact you regarding your concerns about anti social behaviour? Please note by answering yes your contact details and your responses to Q13 will be shared with the community safety team. However no other results from the survey will be shared with the team, and your details will not be shared with anyone else. TICK ONE ONLY Yes (if yes, write in telephone number/email

below) .............................................................. No ...................................................................

WRITE IN TELEPHONE NUMBER OR EMAIL ADDRESS FOR FURTHER CONTACT

________________________________________________________________________________________________________________________________________________

_______________________________________________



Q15) Have you been involved in any unpaid voluntary work (apart from expenses) during the past 12 months, either for a charity or other type of voluntary or community organisation? (e.g sports clubs/activities, arts activities, school governor, faith group) Tick ONE only Yes ........................ Go to Q17 No .......................... Go to Q16 Q16) And which of these, if any, are the reasons why you don't give unpaid help to groups or organisations? SHOWCARD L and TICK ALL THAT APPLY I have work commitments ................................ I'm too young ................................................... I have to look after children/the home .............. I don't know any groups that need help ........... I have to look after someone who is elderly/ill .. I haven't heard about opportunities to give

help .................................................................

I have to study ................................................. I'm new to the area .......................................... I have other things to do in my spare time ....... I've never thought about it ............................... I'm too old ........................................................ Other, please specify ...................................... Q16. If other, please specify _____________________________________________________________ Section B: Council Image Q17) How much do you trust South Oxfordshire District Council? SHOWCARD M and TICK ONE ONLY A great deal .......................... Not very much ...................... Don't know ........................... A fair amount ........................ Not at all ............................... Q18) Here is a list of statements about South Oxfordshire District Council, how strongly do you agree or disagree with each statement? SHOWCARD N and Tick ONE only for a) to i). Rotate order you read out the statements Strongly

agree Tend to

agree Neither agree nor disagree

Tend to disagree

Strongly disagree

No opinion/Do

n't know a) South Oxfordshire District Council needs to make more effort to find out what local people want

b) The quality of South Oxfordshire District Council services is good overall

c) South Oxfordshire District Council treats all parts of South Oxfordshire District equally

d) I don’t mind what South Oxfordshire District Council does so long as it does its job

e) South Oxfordshire District Council does a good job for people like me

f) South Oxfordshire District Council is too remote and impersonal

g) South Oxfordshire District Council is too bureaucratic

h) South Oxfordshire District Council needs to be more open and honest



i) South Oxfordshire District Council treats everyone fairly

Section C: Information Q19) From which, if any, of these places do you obtain most of your information about South Oxfordshire District Council? Showcard O and TICK ALL THAT APPLY Contact with Council staff ................................ Television ........................................................ Contact with elected District Councillors .......... Voluntary/community organisations ................. Council leaflets ............................................... Citizens’ Advice Bureau................................... Leaflet with council tax bill ............................... Posters ............................................................ Parish Council noticeboard .............................. Friends and neighbours ................................... Parish clerk/Parish councillor ........................... South Oxfordshire District Council website ..... National newspapers ....................................... Other websites ................................................ Local newspapers ............................................ Facebook ........................................................ Free newspapers ............................................. Twitter ............................................................. Parish Council newsletter ................................ None ............................................................... Other newspaper (please specify) ................. Don't know ..................................................... Local radio ...................................................... Other, please specify ...................................... Q19. Other newspaper _______________________________________________________________ Q19. Other _______________________________________________________________ Q20) And looking at the list again, which source of information would you MOST like to receive information about South Oxfordshire District Council from? Showcard O again and Tick ONE only Contact with Council staff ................................ Television ........................................................ Contact with elected District Councillors .......... Voluntary/community organisations ................. Council leaflets ............................................... Citizens’ Advice Bureau................................... Leaflet with council tax bill ............................... Posters ............................................................ Parish Council noticeboard .............................. Friends and neighbours .................................. Parish clerk/Parish councillor ........................... South Oxfordshire District Council website ..... National newspapers ....................................... Other websites ............................................... Local newspapers ............................................ Facebook ........................................................ Free newspapers ............................................. Twitter ............................................................. Parish Council newsletter ................................ None ............................................................... Other newspaper (please specify) ................. Don't know ..................................................... Local radio ....................................................... Other (please specify) ..................................... Q20. Other newspaper _______________________________________________________________ Q20. Other _______________________________________________________________ Q21) Do you agree or disagree that you can a) inform and b) influence decisions affecting your local area? Showcard P and Tick ONE only Definitely

agree Tend to

agree Neither agree nor disagree

Tend to disagree

Definitely disagree

Don't know

a) Inform decisions affecting your local area



b) Influence decisions affecting your local area Q22) What ways do you know of to try to influence decisions in your local area? DO NOT READ OUT. TICK ALL THAT APPLY Write to local Parish Council ............................ Lobby at local residents/organisations ............. Write to local District Council ........................... Taking part in consultation e.g. Citizens' Panel Write to local County Council ........................... Parish Plans/Community Led Plans................. Attend Parish Council meetings ....................... Other (write in) ................................................ Attend District/County Council meetings .......... Don't know any ways to influence decisions .... Speak to local Councillor ................................. None ............................................................... Q22. Other _______________________________________________________________ Q23) And which of the following methods have you used to try and influence decisions? Showcard Q and TICK ALL THAT APPLY Write to local Parish Council ............................ Lobby at local residents/organisations ............. Write to local District Council ........................... Taking part in consultation e.g. Citizens' Panel Write to local County Council ........................... Parish Plans/Community Led Plans................. Attend Parish Council meetings ....................... Other (specify) ................................................ Attend District/County Council meetings .......... None (Go to Q25) ............................................ Speak to local Councillor ................................. Q23. Other _______________________________________________________________ Q24) Do you have any comments about the ways in which you have tried to influence decisions in your local area? Write in Verbatim __________________________________________________________________________________________________________________________________________________________________________________

_____________________________________________________ Q25) And how far do you agree or disagree that by working together, people in your neighbourhood can influence decisions that affect the neighbourhood? Showcard R and Tick ONE only Definitely agree..................... Neither agree nor disagree ... Definitely disagree ................ Tend to agree ....................... Tend to disagree................... Don't know ........................... Section D: Services Q26) How satisfied or dissatisfied you are with the quality of each of the following services in your local area? Showcard S and Tick ONE only for a) to o). Rotate order you read out the statements Very

satisfied Fairly

satisfied Neither

satisfied nor

dissatisfied

Fairly dissatisfie

d

Very dissatisfie

d

Don't know

a) Advice / support to businesses b) Arts and cultural activities



c) Council car parks d) Environmental protection (dealing with noise, bonfires, pest control)

e) Housing services (including housing advice, homelessness & housing applications)

f) Keeping the area clean & litter free (i.e. street cleaning)

g) Licensing (private hire vehicles, public entertainment licenses, alcohol licences)

h) Sports & leisure facilities i) Planning applications and enforcement j) Providing benefits for people on low incomes (e.g. housing benefit or council tax benefit

k) Providing grants to local communities/ groups

l) Public toilets m) Reducing crime, fear of crime & antisocial behaviour (i.e. community safety services)

n) Waste and recycling collection service Q27) And which of these services provided in your local area are most important in your view? Please rank up to FIVE, where 1 is the most important. Showcard T 1 2 3 4 5 Advice / support to businesses Arts and cultural activities Council car parks Environmental protection (dealing with noise, bonfires, pest control)

Housing services, including housing advice, homelessness & housing applications

Keeping the area clean & litter free (i.e. street cleaning) Licensing (private hire vehicles, public entertainment licenses, alcohol licences)

Planning applications and enforcement Providing benefits for people on low incomes, for instance housing or council tax benefits

Providing grants to local communities/ groups Public toilets Reducing crime, fear of crime & antisocial behaviour (i.e. community safety services)

Sports & leisure facilities Waste and recycling collection service Don’t know None of these Other (please specify) Q27. If other, please specify ___________________________________________________________

__________________________________________________________



Q28) Here are a number of different types of services that are provided in South Oxfordshire. Which service(s) have you or a member of your household used or benefited from? Tick ONE for each. Rotate order you read out the statements Have used Have not

used Advice/support for businesses Arts and cultural activities Council car parks Environmental protection (dealing with noise, bonfires, pest control) Housing services (including housing advice, homelessness & housing applications) Keeping the area clean & litter free (i.e. street cleaning) Licensing (private hire vehicles, public entertainment licenses, alcohol licences) Planning applications and enforcement Providing benefits for people on low incomes, for instance housing or council tax benefits

Providing grants to local communities/ groups Public toilets Reducing crime, fear of crime & antisocial behaviour (i.e. community safety services) Sports & leisure facilities Q29) Here is a list of things South Oxfordshire District Council currently do or provide in the district. In the future, do you think South Oxfordshire should do more, do the same or less of these things or do you think they shouldn't provide these things at all? Showcard U and Tick ONE for each a) to q) Do more Do the

same Do less Don't do at

all Don't know

a) Activities for young people b) Arts and cultural facilities c) Consult with residents d) Enforcement against litter, fly tipping graffiti e) Get housing built f) Grants to the voluntary and community sector g) Keep streets and public spaces clean and attractive

h) Keep residents informed about services, activities and spending

i) Make the district attractive to visitors j) Make sure facilities exist on new housing developments

k) Minimise the council’s impact on climate change l) Protect the character of the area m) Provide public toilets n) Reduce the council’s energy usage o) Support local business and the creation of vibrant market towns

p) Sport and recreation facilities for all q) Tackle crime and fear of crime



Section E: Contacting the Council Q30) How many times have you contacted South Oxfordshire District Council with an enquiry or about a problem over the last year or so? Tick ONE only Once .................................................................................................... Twice .................................................................................................... Three times ......................................................................................... Four or more times ............................................................................... None .................................................................................................... Don't know ........................................................................................... Q31) Now thinking about the LAST time you contacted the district council. ASK if Q30=1,2,3,4) How satisfied or dissatisfied were you with each of the following? Showcard V and Tick ONE only for a) to g) Very

satisfied Fairly

satisfied Neither

satisfied nor

dissatisfied

Fairly dissatisfied

Very dissatisfied

Don't know

a) The time taken to respond to your query b) The time taken to resolve your query c) The advice or help you were given d) The availability of staff you wanted to speak to

e) Staff understanding your issue f) The greeting you received on your initial contact

g) Overall the way the council dealt with your issue

Section F: Further Consultation Q32) South Oxfordshire District Council may wish to recontact people who have taken part in this survey to find out more about their views. Are you happy to be recontacted by South Oxfordshire District Council? (By answering yes you are giving your permission for MEL Research to pass your details onto South Oxfordshire District Council) Yes .................................................................. No .................................................................. Section G: About You Q33) How long have you lived in a) this local area and b) South Oxfordshire District? Tick ONE only for a) and b) Up to 1 year 1-2 years 3-5 years 6-10 years 11-15 years 16-20 years More than

20 years Q33) How long have you lived in this local area?



Q33) How long have you lived in South Oxfordshire District?

Q34) Record Gender Male ................................................................ Female ........................................................... Q35) And how old are you? Showcard W and Tick ONE only 16-24 ....................... 35-44....................... 55-59 ...................... 65+ .......................... 25-34 ....................... 45-54....................... 60-64 ...................... Q36) Are your day-to-day activities limited because of a health problem or disability which has lasted, or is expected to last, at least 12 months? (Include problems related to old age) Yes, limited a lot ............................................. No ................................................................... Yes, limited a little ............................................ Refused .......................................................... Q37) Looking at this list, how would you describe your present work status? Showcard X and Tick ONE only Employed - part time ...................................... Retired ............................................................ Employed - full time ........................................ Looking after home or family ........................... Self employed .................................................. Long term sick or disabled ............................... Unemployed .................................................... Other .............................................................. Full time student .............................................. Q38) Which of these ethnic groups best describes you? Showcard Y and Tick ONE only White: English/Welsh/Scottish/Northern

Irish/British....................................................... Asian or Asian British: Pakistani ......................

White: Irish ...................................................... Asian or Asian British: Bangladeshi ................. White: Gypsy or Irish Traveller ........................ Asian or Asian British: Chinese ....................... White Other ..................................................... Asian or Asian British: Other ........................... Mixed: White and Black Caribbean ................. Black or Black British: Caribbean .................... Mixed: White and Black African ....................... Black or Black British: African .......................... Mixed: White and Asian ................................... Black or Black British: Other ............................ Mixed: Other .................................................... Other: Arab...................................................... Asian or Asian British: Indian ........................... Other: Other ethnic group ................................ Q39) And is your home..? Showcard Z and Tick ONE only Owned outright ............................................... Rented from private landlord .......................... Owned with mortgage ..................................... Other ............................................................... Rented from housing association ..................... Don't know ..................................................... Thank you, that's all the questions!



Someone from my office will contact you to make sure that this survey was carried out satisfactorily. (INTERVIEWER COLLECT CONTACT DETAILS ON FRONT PAGE)

Respondent to read and sign:

I confirm that this interview was recorded with me in an appropriate manner and, to the best of my knowledge, the details have been recorded accurately.

Respondent to sign their name______________________

All information provided will be treated in the strictest confidence in accordance with the Data

Protection Act 1998. The results of this survey may be published or shared with other organisations but will not identify individual respondents.



Appendix B: Achieved quotas and demographic profile

Gender Census 2011 (over 16)

2011 % 2014 count 2014 %

Male 52,860 49% 510 46%

Female 55,372 51% 593 54%

Total 108,232 100% 1,103 100%

Age Groups Census 2011 2011 % 2014 count 2014 %

16-24 12,196 11.3% 88 8%

25-34 14,716 13.6% 147 13%

35-44 20,019 18.5% 235 21%

45-54 20,116 18.6% 213 19%

55-59 8,083 7.5% 96 9%

60-64 8,722 8.1% 89 8%

65+ 24,380 22.5% 235 21%

Total 108,232 100% 1,103 100%

Limiting disability / health Census 2011 (over 16)

2011 % 2014 count 2014 %

Yes, limited a lot 7,292 6.7% 48 4%

Yes, limited a little 10,498 9.7% 74 7%

No 90,442 83.6% 978 89%

Total 108,232 100% 1100 100%

Employment Status Census 2011 (over 16)

2011 % 2014 count 2014 %

Employed – part time 13,591 14.8% 235 21%

Employed – full time 41,976 45.7% 368 33%

Self employed 12,638 13.7% 107 10%

Unemployed 2,446 2.7% 31 3%

Full time student 2,169 2.4% 18 2%

Retired 13,471 14.7% 240 22%

Looking after home or family 3,848 4.2% 72 7%

Long term sick or disabled 1,809 2% 22 2%

Total 91,948 100% 1,093 100%



Ethnic Groups Census 2011 (over 16)

2011 % 2014 count 2014 %

White: English/Welsh/Scottish/Northern

Irish/British 98,694 91.2% 1,012 92%

White: Irish 1,001 0.9% 14 1%

White: Gypsy or Irish Traveller 96 0.1% 0 0

White Other 4,796 4.4% 45 4%

Mixed: White and Black Caribbean 252 0.2% 2 0

Mixed: White and Black African 70 0.1% 0 0

Mixed: White and Asian 312 0.3% 1 0

Mixed: Other 241 0.2% 5 0.5%

Asian or Asian British: Indian 642 0.6% 10 1%

Asian or Asian British: Pakistani 138 0.1% 0 0

Asian or Asian British: Bangladeshi 130 0.1% 4 0

Asian or Asian British: Chinese 356 0.3% 1 0

Asian or Asian British: Other 664 0.6% 3 0

Black or Black British: Caribbean 225 0.2% 3 0

Black or Black British: African 313 0.3% 1 0

Black or Black British: Other 69 0.1% 0 0

Other: Arab 68 0.1% 0 0

Other: Other ethnic group 165 0.2% 2 0

Total 108,232 100% 1,103 100%

Home Ownership Census 2011 2014 count 2014 %

Owned outright 20,113 37.2% 390 36%

Owned with mortgage 19,348 35.8% 357 33%

Rented from housing association 6,163 11.4% 223 20%

Rented from private landlord 7,211 13.3% 101 9%

Other 810 1.5% 23 2%

Total 54,104 100% 1,094 100%



Appendix C: Local Authorities Benchmarking

Data from 15 local authorities was used to provide national average results for the LG core, 2nd tier and 3rd questions that were included in the South Oxfordshire residents survey. Of the authorities selected, 2 of the authorities registered data via the LG Inform. Results for individual authorities can not be determined from these average results. Nottingham City Council Basingstoke Borough Council Staffordshire County Council Lichfield District Council Kings Lynn and West Norfolk Councils Brighton and Hove City Council Derby City Council Tameside Borough Council Tamworth Borough Council High Peak District Council Wolverhampton City Council Wychavon District Council Vale of White Horse District Council Coventry City Council Merton Council



Appendix D: ACORN

Background Understanding the needs of consumers and communities is important to both private sector and public service organisations. Acorn helps you to analyse and understand consumers in order to increase engagement and deliver successful strategies across all channels. Acorn delivers the opportunity to define and deliver appropriate strategies across all business functions. It provides a detailed understanding of the consumer characteristics of people and places across the UK. What is Acorn? Acorn is a geodemographic segmentation of the UK’s population. It segments households, postcodes and neighbourhoods into 6 categories, 18 groups and 62 types. By analysing significant social factors and population behaviour, it provides precise information and an in-depth understanding of the different types of people. Acorn provides a detailed understanding of the people who interact with your organisation. It helps you learn about their relationship with you. This knowledge gives you the opportunity to target, acquire and develop profitable customer relationships and improve service delivery. For more information see www.acorn.caci.co.uk

south oxfordshire residents survey final report young south... · urban 28,496 52% 625 57% rural...

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