Council Services Satisfaction Survey 2005

Weighting of Data

In order to fully represent the views of the borough as a whole the results have been weighted by sex and age in accordance with the population profile using data from the 2001 census.

All the results discussed in this report are based on the weighted data.

Questionnaires were posted to a random selection of residential addresses generated from the small users Postal Address File (PAF).

Comparison with Previous Survey

This is a repeat of a surveys carried out during November 2003 and November 2004 and so results are compared across the three surveys.

It must be borne in mind that all survey data is subject to a statistical margin of error, so care must be taken when interpreting changes between the surveys. Where an observed difference between the surveys is within the margin of error then it can be said that the results are effectively the same – i.e. the difference is not statistically significant. As a guideline a difference of less than 5% based on the total sample will generally not be significant.

Where appropriate, comments are made on the statistical significance or otherwise of the data shown.

A single mailing of 2,500 questionnaires was undertaken on 12th September 2005.

A total of 547 completed questionnaires were received together with 11 marked by the post office as 'undeliverable'. This represents a useable response rate of 22%.

Council Tax - Value for Money 

Overall, 67% of residents feel that the level of Council Tax charged by the council represents good value for money.

Perceived Importance of Council Services

Refuse collection ( as was the case in the 2004 survey) emerges as the most important service with 82% of residents rating this as very important.

Around two-thirds rate street cleansing and recycling as very important, with Environmental Health (64%) and Community Safety (58%) not far behind.

Public conveniences, pest control, provision of affordable housing and cemeteries/crematorium are very important to around half.

All the other services were rated as very important by less than half of all residents, with the Meole Brace Golf Course at the bottom of the list at only 6% (as was the case in the previous survey).

Satisfaction with Council Services

Sports and Leisure Facilities

The vast majority of those with an opinion are satisfied with the sports and leisure facilities provided by the authority. Outdoor pitches and recreation grounds shows the lowest level of satisfaction at 81%, with the highest being for the Roman Road Sports Centre at 92%.

Cultural and Recreational Facilities

Again, the vast majority of those with an opinion are satisfied with the authority's cultural and recreational facilities – ranging from 84% for 'conserving our heritage', to 96% for parks and gardens.

Travel and Transport

Just over three-quarters of residents expressed satisfaction with the authority's car parks and concessionary travel.

Satisfaction with the bus station is a little higher at 82%.

Waste and Cleansing Services

Overall 93% of residents are satisfied with the refuse collection service (47% being very satisfied), and 89% with the recycling service (35% very satisfied).

Satisfaction with street cleansing is somewhat lower – 18% being very satisfied and 56% fairly satisfied.

Environmental Services

The vast majority of those with an opinion are satisfied with the authority's Pest Control Service (90%),  Environmental Health Service (87%) and Flood Alleviation (81%).

Only around half, however, are satisfied with Public Conveniences (53%).

Financial Services

The vast majority of those with an opinion are satisfied with Grants to Voluntary Bodies (85%), and Administration of Housing and Council Tax Benefits Claims (82%).

Planning and Housing Services

Amongst those with an opinion, 78% expressed satisfaction with the authority's Building Control service and 71% with Planning and Development Control and Homelessness services.

Only around half, on the other hand, are satisfied with the provision of affordable housing.

Other Services

Just over three-quarters of those with an opinion are satisfied with the authority's performance in terms of Community Safety, and 83% are satisfied with the CCTV provision. 

Almost all of those with a view on the issue are satisfied with the cemeteries and crematorium facilities.

The majority of residents are satisfied with the local markets (87%).

Attitudes to Increasing Charges

There is a greater degree of tolerance to the idea of increasing charges above the rate of inflation for leisure services than for other services (as was the case on the previous survey), particularly for the Meole Brace Golf Course.

Where car parks are concerned 39% of residents would not like to see any increase in charges, and a further 41% feel increases should be pegged to inflation.

In the case of local land charges and Cemetery and Crematorium charges, more than half feel increases should be in line with inflation, whilst 24% and 29% respectively would prefer not to see any increase at all.

Contacting The Council

More than half of the residents taking part in the survey say they would find it unacceptable for there to be an answerphone message asking them to leave details of their query and their number for someone to ring them back.

Given the option around two thirds of residents would like to be able to contact the Council by telephone outside the current opening hours – 41% after 5pm on weekdays and 46% on Saturday mornings.

• QCL Report, November 2005

Campbell Thomson
Head of Finance
campbell.thomson@shrewsbury.gov.uk
01743 281100