The State of Suffolk: Listening to Suffolk residents Headlines from the 2006 General BVPI Surveys

1
The State of Suffolk Listening to Suffolk
residents Headlines from the 2006 General BVPI
Surveys

• Simon Atkinson
• Director, Ipsos MORI
• 6 September 2007

2
The State of Suffolk?
The findingsfor
3
What are the BVPI surveys?
4
The details

• 2006 - the third wave of the BVPI surveys
• Aim bring user perspectives into monitoring of
  LAs
• Postal method is prescribed
• Self-completion questionnaire sent to local
  residents
• 13 week fieldwork period (September to December
  2006)
• Two full reminders sent to non-respondents
• Response rate between 35 55
• Results will feed into the CPA process

5
The questionnaire
6
Same questionnaire, wherever you are!
7
Question areas for the BVPI surveys
The Council (BV3)
Complaints handling (BV4)
Quality of life
Local decision making
NB Perceptions data Are they FACTS?
Cleanliness (BV89) (Districts only)
Council services (BV90 and BV119a-e)
Waste collection (Districts) Recycling
(Districts) Local tips (County)
Public Transport (BV103 BV104) (County only)
Anti-social behaviour/crime
8
Q1 Whats it like to live here?
9
Most are satisfied with their local area
Q Overall, how satisfied or dissatisfied are you
with your local area as a place to live?
Satisfied
Dissatisfied
Suffolk county
Ipsos MORI County
Suffolk Coastal
Mid Suffolk
Babergh
St Edmundsbury
Ipsos MORI District
Forest Heath
Ipswich
Waveney
Base All valid responses
10
Satisfaction with area by age group
Q Overall, how satisfied or dissatisfied are you
with your local area as a place to live?
Satisfied
Dissatisfied
All residents (Suffolk CC)
18-34
35-54
55-64
65
Base All valid responses across Suffolk County
Council
11
Satisfaction with area by tenure
Q Overall, how satisfied or dissatisfied are you
with your local area as a place to live?
Satisfied
Dissatisfied
All residents (Suffolk CC)
Owner-occupier
Social rent
Private rent
Base All valid responses across Suffolk County
Council
12
Is this in line with what we would expect?
13
Satisfaction with Area vs Deprivation (districts)
satisfaction in most districts above what we
would expect
Net satisfaction with area
Suffolk Coastal
Mid Suffolk
Babergh
St Edmundsbury
Forest Heath
Ipswich
Waveney
Deprivation Score (IMD 2004)
Base All Ipsos MORI districts. BVPI General
Survey 2006. Fieldwork Sept. to December 2006
14
But what are people looking for?
15
What makes an area a good place to live? (Suffolk
County)
Q Thinking generally, which of the things below
would you say are most important in making
somewhere a good place to live?
Green more prominent in Suffolk Red more
prominent elsewhere
2003/4
2006/7
All Counties Average 2006
10 most frequently cited mentions
Level of crime
61
Health services
51
Affordable, decent housing
41
Clean streets
38
Education provision
35
Public transport
25
Job prospects
22
Activities for teenagers
23
Parks and open spaces
23
Shopping facilities
25
Base All Suffolk County Council residents
expressing an opinion (September to December 2006)
16
Developing Priorities for Quality of Life
(Suffolk County)
Most need improving locally
Teenagers
Traffic congestion
Affordable decent housing
Public transport
Road/pavement repairs
Level of crime
Facilities for young children
Health
Job prospects
Clean streets
Sports leisure
Wages
Shopping
Cultural facilities
Community activities
Parks and open spaces
Pollution
Education
Access to nature
Race relations
Important generally
Base All Suffolk County Council residents
expressing an opinion (September to December 2006)
17
This was the national picture in 2003/4
Most need improving locally
Level of crime
Road/pavement repairs
Activities for teenagers
Low traffic
Clean streets
Facilities for young children
Public transport
Affordable housing
Health services
Shopping
Wages
Job prospects
Sports/leisure
Open spaces
Culture
Community activities
Education
Low pollution
Access to nature
Race relations
Important generally
Base 2003/04 valid BVPI responses
18
Priorities for improvement Top three priorities
19
Across Britain, there is a strong sense that
facilities for young people are lacking

• Around 6/10 teenagers and 8/10 parents think that
  there is not enough for young people to do in the
  area within which they live
• Around 1/4 young people hang around with nothing
  to do when they are not in school
• Around 7/10 parents and young people think that
  young people commit crimes because there is not
  enough for them to do
• Source MORI/Nestle Family Monitor

20
What are the services like?
21
Good rating of Council keeping land clear of
litter and refuse (BV89)
Q How satisfied or dissatisfied are you that
authority has kept this land clear of litter
and refuse?
Change 2003/04
Satisfied
Dissatisfied
9
Suffolk Coastal
12
St Edmundsbury
Mid Suffolk
12
4
Forest Heath
4
Babergh
8
Ipswich
8
District Average
Waveney
Base All valid responses
22
Keeping local area clear of litter refuse
improved since 2003/4

Base All valid responses
23
Household Waste Collection (BV90A) highly rated
but down since 2003/04
24
Doorstep Recycling Collection
25
Local Recycling facilities (BV90B)
26
Public Transport Information Contextual Data
Q Please indicate whether you are satisfied or
dissatisfied with each of the following elements
of the information on transport we provide
Provision of public transport information overall
Satisfied
Dissatisfied
Trend data
Comparative data for 2006/7
All Ipsos MORI Counties
All Counties
National Average
2000/1
2003/4
2006/7
Base All valid responses (1191)
27
Public transport information (BV103) on a par
with average
Derbyshire
Warwickshire
North Yorkshire
Lancashire
Nottinghamshire
Gloucestershire
Northumberland
Oxfordshire
Hampshire
Devon
Cornwall
Norfolk
County average
West Sussex
Shropshire
Essex
East Sussex
Suffolk
Cumbria
Wiltshire
Dorset
Kent
Surrey
Hertfordshire
Durham
Northamptonshire
Buckinghamshire
Somerset
Worcestershire
Staffordshire
Leicestershire
Bedfordshire
Lincolnshire
Cambridgeshire
Cheshire
Base All English County Authorities in 2006
28
Local Bus Services Contextual Data in line
with other authorities
Q Please indicate whether you are satisfied or
dissatisfied with each of the following elements
of the information on transport we provide Local
bus service overall
Satisfied
Dissatisfied
Trend data Suffolk County
Comparative data for 2006/7
All Ipsos MORI Counties
All Counties
National Average
2000/1
2003/4
2006/7
Base All valid responses (1167)
29
Public transport (BV104) above average
Nottinghamshire
Lancashire
Derbyshire
Warwickshire
Oxfordshire
Gloucestershire
North Yorkshire
West Sussex
Suffolk
Northumberland
Shropshire
Devon
Wiltshire
Durham
Norfolk
Staffordshire
County average
Essex
East Sussex
Leicestershire
Northamptonshire
Hampshire
Cumbria
Kent
Somerset
Cornwall
Surrey
Lincolnshire
Dorset
Buckinghamshire
Worcestershire
Cheshire
Hertfordshire
Bedfordshire
Cambridgeshire
Base All English County Authorities in 2006
30
Cultural and recreational services overall in
line with the average but rating is down since
2003/04 for most authorities
31
Cultural and recreational services satisfaction
levels down since 2003/04
32
Whats the national picture on service delivery?
33
The key BV scores and the march of time
Aggregate scores for 2003 and 2006 for SINGLE AND
UPPER TIER AUTHORITIES
2003
2006
satisfied
Civic amenity sites
Parks
Cleanliness
Waste
Complaints
Recycling
Base All single and upper tier authorities
34
The key BV scores and the march of time
Aggregate scores for 2003 and 2006 for SINGLE AND
UPPER TIER AUTHORITIES
2003
2006
satisfied
Libraries
Museums
Theatres
Buses
Sports leisure
Transport info
Base All single and upper tier authorities
35
What can the survey tell us about communities?
36
Community Cohesion
Q To what extent do you agree or disagree that
this local area is a place where people from
different backgrounds get on well together?
Agree
Disagree
Suffolk county
Forest Heath
Ipswich
Suffolk Coastal
St Edmundsbury
Babergh
Mid Suffolk
Waveney
Base All Suffolk County Council residents
expressing an opinion (September to December 2006)
37
Anti-social Behaviour
Q Thinking about this local area, how much of a
problem do you think are...
A fairly big problem
A very big problem
Net problem /-
38
Anti-social Behaviour
Q Thinking about this local area, how much of a
problem do you think are...
A fairly big problem
A very big problem
Net problem /-
Base
Parents not taking responsibility for behaviour
of their children
36
19
Teenagers hanging round streets
30
19
39
Anti-social Behaviour
Q Thinking about this local area, how much of a
problem do you think are...
A fairly big problem
A very big problem
Net problem /-
Base
Parents not taking responsibility for behaviour
of their children
Teenagers hanging round streets
People not treating others with respect and
consideration
Rubbish/litter lying around
People using/dealing drugs
Vandalism/graffiti/deliberate damage
People being drunk/rowdy in public places
Noisy neighbours or loud parties
Abandoned/burnt out cars
Base All valid responses
40
Older residents less likely to see problems with

• Older residents (aged 65) are less likely than
  other residents to perceive problems with
• lack of respect for neighbours
• parents and teenagers
• noisy neighbours

41
Whats the pattern by district?
42
Anti-social behaviour by district
Q Thinking about this local area, how much of a
problem do you think are...
Mid Suffolk
Forest Heath
Suffolk Coastal
Ipswich
St Edmundsbury
Waveney
Babergh
Parents not taking responsibility for behaviour
of their children
Teenagers hanging round streets
People not treating others with respect and
consideration
Base All valid responses
43
Anti-social behaviour by district
Q Thinking about this local area, how much of a
problem do you think are...
Mid Suffolk
Forest Heath
Suffolk Coastal
Ipswich
St Edmundsbury
Waveney
Babergh
People using/dealing drugs
Rubbish/litter lying around
Vandalism/graffiti/deliberate damage
Base All valid responses
44
How Suffolk compares with other counties..
45
Fewer say these are very big problems compared to
other counties
A very big problem in Suffolk CC
A very big problem for all Ipsos MORI counties
Base
Parents not taking responsibility for behaviour
of their children
Teenagers hanging round streets
People using/dealing drugs
People not treating others with respect and
consideration
Rubbish/litter lying around
Vandalism/graffiti/deliberate damage
People being drunk/rowdy in public places
Noisy neighbours or loud parties
Abandoned/burnt out cars
Base All valid responses
46
Whats the trend over time?
47
saying a very/fairly big problem(from Suffolk
CC questionnaire)

• Teenagers hanging around
• 54 in 03/04
• 49 in 06/07
• People being drunk/rowdy
• 43
• 22
• Vandalism/graffiti
• 54
• 30

48
Trends from BVPIs
Very/fairly big problem
Teenagers hanging around
People using/dealing drugs
Rubbish and litter
Vandalism and graffiti
Drunk/rowdy behaviour
Noisy neighbours
Abandoned/burnt out cars
Year surveyed
Base BVPI 2003 and 2006 (387 Local Authorities)
49
Highest and lowest ASB areas7-Strand Index
high level of concern about ASB (7-strand)
City of London
Broadland
East Dorset
Mid Suffolk
Derbyshire Dales
Hackney
Tower Hamlets
Pendle
Blyth Valley
Newham
Base BVPI 2006 (387 Local Authorities)
50
Developing cohesive communities?
51
But residents dont know much about what youre
doing to tackle ASB
Q How well informed do you feel about each of the
following? What the Council is doing to tackle
ASB in your local area
Informed
Not informed
Suffolk county
Babergh
Suffolk Coastal
Ipswich
Mid Suffolk
St Edmundsbury
Waveney
Forest Heath
Base All valid responses
52
Opinion is mixed as to whether you promote the
interests of local residents
Q To what extent do you think that these
statements apply to your local Council? My
Council promotes the interests of local residents
A great deal/ to some extent
Not very much/ at all
Suffolk county
Babergh
Suffolk Coastal
St Edmundsbury
Mid Suffolk
Ipswich
Forest Heath
Waveney
Base All valid responses
53
As it is with acting on their concerns
Q To what extent do you think that these
statements apply to your local Council? My
Council acts on the concerns of local residents
A great deal/ to some extent
Not very much/ at all
Suffolk county
Suffolk Coastal
Babergh
St Edmundsbury
Mid Suffolk
Ipswich
Forest Heath
Waveney
Base All valid responses
54
What role does the Council play?
Q To what extent do you think that these
statements apply to your local Council? My
Council treats all types of people fairly
A great deal/to some extent
Not very much/at all
Suffolk county
Babergh
Suffolk Coastal
Mid Suffolk
Ipswich
St Edmundsbury
Waveney
Forest Heath
Base All valid responses
55
What about opportunities for participation?
56
Residents dont feel well informed about how to
get involved
Q How well informed do you feel about each of the
following? How you can get involved in local
decision making
Informed
Not informed
Suffolk county
Babergh
Mid Suffolk
St Edmundsbury
Suffolk Coastal
Ipswich
Waveney
Forest Heath
Base All valid responses
57
Satisfaction with participation is mixed
Q Overall, how satisfied or dissatisfied are you
with the opportunities for participation in local
decision-making provided by your Council?
Satisfied
Dissatisfied
Suffolk county
Babergh
Suffolk Coastal
Mid Suffolk
Forest Heath
Ipswich
Waveney
St Edmundsbury
Base All valid responses
58
Q Generally speaking, would you like to be more
involved in the decisions your council makes that
affect your local area?
Base All valid responses
59
IT DEPENDS..
Q Generally speaking, would you like to be more
involved in the decisions your council makes that
affect your local area?
Depends on the issue
No
14
57
Suffolk county
Ipswich
16
55
Suffolk Coastal
15
57
Waveney
15
57
St Edmundsbury
17
56
Mid Suffolk
16
59
Forest Heath
18
57
Babergh
15
60
Base All valid responses
60
Do residents want to be involved?
Q Generally speaking, would you like to be more
involved in the decisions your council makes that
affect your local area?
Base
Depends on the issue
Yes
No
1,563
Suffolk county
Ipswich
1,379
Suffolk Coastal
1,591
Waveney
1,569
St Edmundsbury
1,428
Mid Suffolk
1,669
Forest Heath
Babergh
1,524
Base All valid responses
61
Is this a Suffolk issue?
62
Involvement County Council Scores
Q Generally speaking, would you like to be more
involved in the decisions your council makes that
affect your local area?
No
Net
Yes
Depends
East Sussex
25
Bedfordshire
22
Surrey
21
Nottinghamshire
19
Hertfordshire
20
Suffolk
16
Buckinghamshire
18
Shropshire
17
16
Northamptonshire
Dorset
16
Lincolnshire
13
Somerset
13
Norfolk
11
Hampshire
14
Oxfordshire
10
Base County Council residents expressing an
opinion. Self-completion survey. Fieldwork
Sept. to Dec. 2006
63
Any difference by sub-group?
64
Who wants to be more involved in decision-making?
Q Generally speaking, would you like to be more
involved in the decisions your Council makes that
affect your local area?
Men
Women
Yes
No
Depends on the issue
Base All valid responses across Suffolk County
Council
65
Who wants to be more involved in decision-making?
Q Generally speaking, would you like to be more
involved in the decisions your Council makes that
affect your local area?
Working full time
Not working full time
Yes
No
Depends on the issue
Base All valid responses across Suffolk County
Council
66
Who wants to be more involved in decision-making?
Q Generally speaking, would you like to be more
involved in the decisions your Council makes that
affect your local area?
18-34
35-54
55-64
65
Yes
No
Depends on the issue
Base All valid responses across Suffolk County
Council
67
Who wants to be more involved in decision-making?
Q Generally speaking, would you like to be more
involved in the decisions your Council makes that
affect your local area?
Home owner/ rent privately
Social rent
Yes
No
Depends on the issue
Base All valid responses across Suffolk County
Council
68
What do people think of their local authority?
69
Satisfaction with the Council in line with the
average
Q Taking everything into account, how satisfied
or dissatisfied are you with the way authority
runs things?
Change 2003/04
Satisfied
Dissatisfied
-2
Suffolk county
N/A
County average
-1
Suffolk Coastal
Babergh
N/A
Mid Suffolk
3
2
St Edmundsbury
-6
Forest Heath
District average
N/A
Ipswich
-1
Waveney
-1
Base All valid responses
70
The majority think you are working to make the
area a better place to live
Q To what extent do you think that these
statements apply to your local Council? My
Council is making the local area a better place
to live.
A great deal/to some extent
Not very much/at all
Suffolk county
Ipsos MORI County
Suffolk Coastal
Ipsos MORI District
Babergh
Forest Heath
Ipswich
St Edmundsbury
Mid Suffolk
Waveney
Base All Suffolk County Council residents
expressing an opinion (September to December 2006)
71
And making their area cleaner and greener
Q To what extent do you think that these
statements apply to your local Council? My
Council is working to make the area cleaner and
greener
A great deal/to some extent
Not very much/at all
Suffolk county
Ipsos MORI County
St Edmundsbury
Suffolk Coastal
Ipsos MORI District
Ipswich
Mid Suffolk
Forest Heath
Babergh
Waveney
Base All Suffolk County Council residents
expressing an opinion (September to December 2006)
72
As well as safer (although less convinced)
Q To what extent do you think that these
statements apply to your local Council? My
Council is working to make the area safer
A great deal/to some extent
Not very much/at all
Suffolk county
Suffolk Coastal
St Edmundsbury
Mid Suffolk
Forest Heath
Babergh
Ipswich
Waveney
Base All Suffolk County Council residents
expressing an opinion (September to December 2006)
73
Are opportunities for participation important to
you?
74
Opportunities for Participation do seem to
matter..
Satisfaction with council ()
Suffolk Coastal
St Edmundsbury
Babergh
Mid Suffolk
Forest Heath
Ipswich
Suffolk County
Waveney
Satisfied with opportunities for participation ()
Base BVPI 2006 (129 Single, Upper Tier and
District Ipsos MORI client authorities)
75
But it seems a lack of influence matters less
Satisfaction with council ()
R2 0.1636
Babergh
Suffolk Coastal
St Edmundsbury
Mid Suffolk
Forest Heath
Ipswich
Suffolk County
Waveney
Influence decisions affecting local area ()
Base BVPI 2006 (130 Single, Upper Tier and
District Ipsos MORI client authorities)
76
Things outside your control (?) The National
Picture
77
The National Picture The Big Five in May 2007
Q Thinking aboutover the next few years do you
expect it to?
Get better
Get worse
The NHS
The quality of education
Public transport
The way your area is policed
The quality of the environment
Base 961 British adults, 11 - 13 May
2007 Source Ipsos MORI Social Research Institute
Delivery Index
78
There is a growing gap between expectations and
experience
Q Thinking generally about what you expect of
public services like local councils, schools,
would you say they greatly exceed or slightly
exceed your expectations, are about what you
expect, fall slightly short or fall a long way
short of your expectations?
Exceed
About what you expect
Fall short
Dont know
1998
2004
Base 2004 - all respondents (1,502). 1998 (5,064)
79
And the public are uncertain about public service
delivery more generally
Q Do you agree or disagree In the long term,
this governments policies will improve the state
of Britains economy

Disagree
Agree
Base c.1,000 British Adults
80
Back to Suffolk the PERCEIVED direction of
travel.
81
Better or worse over last 3 years? Views are mixed
Q Thinking about the way the Council runs things,
do you think this has got better or worse over
the last 3 years or has it stayed the same?
Base
Stayed the same
Better
Worse
1,320
Suffolk county
Suffolk Coastal
1,382
1,239
Ipswich
1,354
Mid Suffolk
St Edmundsbury
1,231
Forest Heath
1,304
Waveney
1,382
Babergh
1,332
Base All valid responses
82
How much do they know about what you do?
83
Across GB perceived level of information from
the BVPIs not great news
Q How well informed do you think your local
council keeps you about the services and benefits
it provides?
2006/7
2003/4
Very well informed
Fairly well informed
Not very informed
Not at all informed
84
But a more negative picture on looking at things
overall
Q Overall, how well informed do you think your
Council keeps residents about the services and
benefits it provides?
Change 2003/04
Informed
Not informed
-13
Suffolk county
County average
Babergh
N/A
-18
Suffolk Coastal
-10
Mid Suffolk
Ipsos MORI district
N/A
St Edmundsbury
-16
Ipswich
-18
Forest Heath
-28
Waveney
-13
Base All valid responses
85
Satisfaction and Feeling Informed
Satisfaction with council ()
Correlation -0.75
St Edmundsbury
Ipswich
Suffolk Coastal
Babergh
Mid Suffolk
Forest Heath
Suffolk County
Waveney
Feel informed by Council about Services and
Benefits it provides ()
Base BVPI 2006 (130 Single, Upper Tier and
District Ipsos MORI client authorities)
86
Theyre clued up on more practical issues such
as paying bills
Q How well informed do you feel about each of the
following? How to pay bills to the Council
Informed
Not informed
Suffolk county
Babergh
Suffolk Coastal
Ipswich
Mid Suffolk
St Edmundsbury
Waveney
Forest Heath
Base All valid responses
87
And how and where to register to vote
Q How well informed do you feel about each of the
following? How and where to register to vote
Informed
Not informed
Suffolk county
Waveney
Suffolk Coastal
Ipswich
Babergh
Mid Suffolk
St Edmundsbury
Forest Heath
Base All valid responses
88
But do they know enough about how you spend your
money?
Q How well informed do you feel about each of the
following? What the Council spends its money on
A great deal/to some extent
Not very much/at all
Suffolk county
Babergh
Suffolk Coastal
Mid Suffolk
St Edmundsbury
Waveney
Ipswich
Forest Heath
Base All valid responses
89
Residents claim not to know how well you are
performing
Q How well informed do you feel about each of the
following? How well the Council is performing
Informed
Not informed
Suffolk county
Babergh
Suffolk Coastal
Mid Suffolk
Forest Heath
St Edmundsbury
Waveney
Ipswich
Base All valid responses
90
Or whether you are delivering on your promises
Q How well informed do you feel about each of the
following? Whether the Council is delivering on
its promises
Informed
Not informed
Suffolk county
Babergh
Suffolk Coastal
Mid Suffolk
St Edmundsbury
Waveney
Forest Heath
Ipswich
Base All valid responses
91
What does this mean for your image?
92
And value for money is an issue (as it is for
many others)
Q To what extent do you think that these
statements apply to your local Council? My
Council provides value for money
A great deal/to some extent
Not very much/at all
Suffolk county
Suffolk Coastal
Babergh
Ipswich
Forest Heath
Mid Suffolk
St Edmundsbury
Waveney
Base All valid responses
93
For many, youre too far away - remote and
impersonal
Q To what extent do you think that these
statements apply to your local Council? My
Council is remote and impersonal
A great deal/ to some extent
Not very much/ at all
Suffolk county
Waveney
St Edmundsbury
Ipswich
Mid Suffolk
Forest Heath
Babergh
Suffolk Coastal
Base All valid responses
94
Efficient and well run? Opinions are mixed
Q To what extent do you think that these
statements apply to your local Council? My
Council is efficient and well run
A great deal/to some extent
Not very much/at all
Suffolk county
Babergh
Suffolk Coastal
Mid Suffolk
Forest Heath
St Edmundsbury
Ipswich
Waveney
Base All valid responses
95
Do residents trust you? Opinions vary
Q To what extent do you think that these
statements apply to your local Council? My
Council is trustworthy.
A great deal/to some extent
Not very much/at all
Suffolk county
Suffolk Coastal
Babergh
Mid Suffolk
St Edmundsbury
Ipswich
Forest Heath
Waveney
Base All valid responses
96
Finding out about the authority
Q How do you find out about your Council?
Other Source
None of the above
Base All Suffolk County Council residents
expressing an opinion (September to December 2006)
97
Percentages vary but local media and your comms
are most important
Q How do you find out about authority?
Mid Suffolk
Forest Heath
Suffolk Coastal
Ipswich
St Edmundsbury
Waveney
Babergh
Information provided by the Council
Local media
Word of mouth
Base All valid responses
98
Finding out others
Q How do you find out about authority?
Mid Suffolk
Forest Heath
Suffolk Coastal
Ipswich
St Edmundsbury
Waveney
Babergh
Council website/ Internet
Direct contact with the Council
From local Councillor
Base All valid responses
99
What happens when they get in touch?
100
Complaints (districts)
Q Have you contacted the authority with a
complaint in the last 12 months?
Green below IM district average Red above IM
district average
Suffolk District Average
Yes No Authority Suffolk CC 13 87 Babergh 13
87 Suffolk Coastal 15 85 Mid Suffolk 16 84 Forest
Heath 17 83 Ipswich 18 82 St Edmundsbury 18 82 Wa
veney 19 81
Yes
No
Base All valid responses
101
Satisfaction with complaint handling (BV4)
top performing authority
Suffolk
Staffordshire
Hampshire
Devon
Nottinghamshire
North Yorkshire
Oxfordshire
Warwickshire
Cheshire
Worcestershire
Hertfordshire
Surrey
Lancashire
Essex
Cumbria
Northamptonshire
County average
Bedfordshire
Dorset
Shropshire
Derbyshire
Durham
Gloucestershire
Cambridgeshire
Leicestershire
Lincolnshire
Northumberland
Cornwall
West Sussex
Somerset
Norfolk
Buckinghamshire
Wiltshire
Kent
East Sussex
Base All English County Authorities in 2006
102
Satisfaction with complaint handling (BV4) by
district
Q How satisfied or dissatisfied are you with the
way in which your complaint (s) was/were handled?
Satisfied
Dissatisfied
Suffolk county
County average
St Edmundsbury
Ipswich
Waveney
Ipsos MORI district average
Suffolk Coastal
Mid Suffolk
Forest Heath
Babergh
Base All valid responses where contact with the
Council, other than to make a complaint, has been
made in the last 12 months
103
Contacting the Council
Suffolk CC case study
Q Still thinking about your most recent contact
with your Council, please indicate how satisfied
or dissatisfied you were with each aspect of the
service you received.
Satisfied
Dissatisfied
Base
How helpful the staff were
How competent the staff were
How easy it was to find the right person to deal
with
The length of time it took to deal with the
person you contacted
Any information you were given
The final outcome
Base All Suffolk County Council residents
expressing an opinion (September to December 2006)
104
Beyond Suffolk what have we learned from the
national picture?
105
(No Transcript)
106
Most improved Councils
Change (pp)
2006-7 Satisfaction
2003-4 Satisfaction
15
Tower Hamlets
11
Walsall
10
Newcastle
10
Poole
10
Bradford
10
Coventry
Hackney
9
9
Oldham
Kensington and Chelsea
8
Base BVPI 2006 (149 Single and Upper Tier
authorities)
107
And those going in the other direction!
Change (pp)
2006-7 Satisfaction
2003-4 Satisfaction
-23
Kingston upon Hull
-20
Sandwell
-13
City of York
-10
North Lincolnshire
-9
Rotherham
-9
Darlington
-9
Southend on Sea
-8
Gateshead
-7
Hartlepool
Windsor Maidenhead
-6
Base BVPI 2006 (149 Single and Upper Tier
authorities)
108
Councils hiding their light under a bushel?!!
Gap (pp) (BV3-Av.)
Service Delivery Average
BV3
-27
Oldham
-25
Calderdale
-24
Blackpool
-24
Nottinghamshire
-24
Lincolnshire
-24
Blackburn with Darwen
-24
Bedfordshire
-24
Northamptonshire
-22
Doncaster
-22
Rochdale
-21
Rotherham
Base BVPI 2006 (74 Ipsos MORI Single and Upper
Tier authorities)
109
Perceived VFM really matters..
R2 0.6511
Satisfaction with council ()
City of London
Kensington Chelsea
Wandsworth
Richmond Upon Thames
Value for Money ()
Base BVPI 2006 (130 Single, Upper Tier and
District Ipsos MORI client authorities)
110
Service Delivery Average and Value for Money
among Ipsos MORI Local Authorities
Service Delivery Average ()
City of London
Wandsworth
Westminster
Haringey
Value for Money ()
Base BVPI 2006 (149 Single and Upper Tier and
District authorities studied by Ipsos MORI)
111
But not Actual Council Tax!
Satisfaction with council ()
R2 0.052
City of London
Kensington Chelsea
Wandsworth
Westminster
Richmond-upon-Thames
Manchester
Harrow
Croydon
Stoke-on-Trent
Bristol
Average Council Tax per Dwelling ()
Base BVPI 2006 (190 Single, Upper Tier and
District authorities)
112
Deprivation matters but many outliers
Satisfaction with council ()
Correlation -0.30
Manchester
Liverpool
Knowsley
LB Hackney
Northants CC
Deprivation Score (IMD 2004)
Base BVPI 2006 (220 Single, Upper Tier and
District local authorities)
113
Relationship with CPA
LAs over performing predicted level of
satisfaction (60 Councils)
LAs under performing predicted level of
satisfaction (68 Councils)
Base BVPI 2006 (149 Single and Upper Tier
authorities)
114
Conclusions

• Many positives
• People like living here
• they are positive about services
• and have a good experience when they get in
  touch
• Challenges/priorities
• Activities for teenagers, level of traffic
  congestion, affordable housing
• Household waste collection and cultural and
  recreational services
• Corporate image - demonstrating vfm and
  efficiency
• Getting residents involved
• Information provision (money spending,
  performance, delivering promises and dealing with
  ASB)
• a new type of relationship?

115
Thank you