annual residents survey 2012 full results 4 2012 – full results 1 annual residents survey 2012 –...

ARS 2012 – Full Results

1

Annual Residents Survey 2012 – Full Results

1 Methodology

1.1 This year the Annual Residents survey had 990 responses, this

is less than last years response rate of 1193, but similar to the response rates on 2010 and 2009 (1010 and 974 respectively).

1.2 As with previous years the responses were weighted as a way

of tackling the issue of over- and underrepresentation in the sample. The data was weighted by sex, age, ethnicity and

disability to the known profile of the area, and then by a further weight to adjust for household size.

2 Satisfaction with the council

Taking everything into account how satisfied are you with the way

the council runs things?

13%

52%

23%

9%3%

Very satisfied Fairly satisfied

Neither satisfied nor dissatisfied Fairly dissatisfied

Very dissatisfied

Base: all valid responses (932)

2.1 This year 66% of respondents were either very satisfied or

fairly satisfied with how the council run things. This is an increase on last year’s figure of 62%.

2.2 The numbers of people either very dissatisfied or fairly

dissatisfied with the way the council run things is 12%. This is an increase on last year’s figure of 11%.


2

Year on Year Comparison – Satisfaction with the Council

Taking everything into account, how satisfied or dissatisfied are you with

the way the council run things? (%)

66 62 60 65 59 54 53

17171512141112

ARS 12 ARS 11 ARS 10 ARS 09 Place 08 ARS 07 BVPI 06

Dissatisfied

Satisfied


3 Satisfaction with the local area as a place to live

Overall, how satisfied or dissatisfied are you with your local area

as a place to live?

31%

54%

8%6%1%

Very satisfied

Fairly satisfied

Neither satisfied nor

dissatisfied

Fairly dissatisfied

Very dissatisfied


3.1 85% of respondents were either very or fairly satisfied with

their local area as a place to live. This is an increase of 1 percentage point on last years figure.

3.2 7% of respondents were either very or fairly dissatisfied. This is a decrease on last year’s figure of 8%.


3

Year on Year Comparison – Satisfaction with the Local Area

Overall, how satisfied are you with the local area as a place to live? (%)

85 83 80 83 80 72 71

7 8 9 8 9 15 12


Dissatisfied

Satisfied


4 Council’s Image

To what extent do you agree or disagree that LBHF provides value

for money?

14%

47%

24%

11%4%

Strongly agree Tend to agree

Neither agree nor disagree Tend to disagree

Strongly disagree


4.1 61% of respondents either strongly agreed or tended to agree

that Hammersmith and Fulham provide value for money. This was an increase on 6 percentage points on last year’s figures.


4

4.2 14% of respondents either strongly disagreed or tended to

disagree that Hammersmith and Fulham provides value for money.

Year on Year Comparisons – Value for Money

How much do yo agree or disagree that Hammersmith & Fulham

Council provides value for money? (%)

61 55 52 54 45

15 18 19 20 24

ARS 12 ARS 11 ARS 10 ARS 09 Place 08

Disagree

Agree


Here are some things that people have said about their council. How

much do you think these statements apply to your local council?

77

83

65

65

8317

35

35

19

23…working to make

the area safer

…working to make

the area cleaner and

greener

…promotes the

interests of local

residents

…acts on the

concerns of local

residents

…treats all types of

people fairly

% A great deal/ to some extent %Not very much/ not at all

4.3 83% of respondents believed the council was working to

make the area cleaner and greener a great deal or to some extent. This is an increase on last years figure of 79%

Year on Year Comparison – Working to make the area cleaner and

greener

N=654

N=701

N=788

N=9008

N=827


5

How much do think the council is working to make the area cleaner and

greener?

81 79 74 76 67 72 68

19 21 26 24 32 28 32


% A great deal/ to some extent % Not very much/ not at all


4.4 77% of respondents felt the council was working to

make the area safer a great deal or to some extent. This is a decrease on last year’s figure of 78%.

83


6

Year on Year Comparison – Working to make the area safer

How much do think the council is working to make the area safer?

77 78 80 81 71 70 59

23 22 20 19 29 29 41




4.5 65% of respondents felt the council promotes the interests

of local residents either a great deal or to some extent. This is the same as last year.

Year on Year Comparison – Promotes the interests of local residents

How much do think the council promotes the interests of local residents?

65 65 62 6749

64 54

463651

33383535




4.6 65% of respondents felt the council acts on the concerns of

local residents either a great deal or to some extent. This is an increase on last year’s figure of 63%.


7

Year on Year Comparison – Acts on the concerns of local residents

How much do think the council acts on the concerns of local residents?

65 63 63 6450 61 54

35 37 37 37 49 39 46




4.7 83% of respondents agreed the council treats all types of

people fairly. This is an increase on last year’s figure of 80%.

Year on Year Comparison – Treat all types of people fairly

How much do think the council treats all types of people fairly?

83 80 79 84 75 74 71

17 20 21 17 26 25 29


Agree Disagree



8

5 Satisfaction with Public Services

How satisfied or dissatisfied are you with each of the following public

services in your area? (%)

22

26

31

31

22

35

21

34

34

23

16

11

14

10

10

5

1

6

6

2

1

0

2

1

2

21

41

11

19

41

Metropolitan Police

London Fire Brigade

Your GP

Your Local Hospital

Your Local Dentist



Very dissatisfied Haven't used service

5.1 41% of respondents hadn’t used their local dentist service.

45% were satisfied and 4% were dissatisfied.

5.2 19% of respondents hadn’t used their local hospital. 65% were satisfied and 7% were dissatisfied.

5.3 11% of respondents hadn’t used their local GP service. 65%

were satisfied and 9% were dissatisfied.

5.4 41% of respondents hadn’t used the fire brigade. 47% were

satisfied and 1% were dissatisfied.

5.5 21% of respondents hadn’t used the metropolitan police. 57% were satisfied and 6% were dissatisfied.

N=956

N=972

N=967

N=967

N=974


9

6 Services Provided by or Supported by Hammersmith and

Fulham

How satisfied or dissatisfied are you with each of the following public

services provided or supported by Hammersmtih and Fulham? (%)

22

41

36

21

19

34

15

18

32

51

41

40

34

44

41

27

40

46

9

8

13

27

22

16

35

25

16

12

6

7

14

12

6

12

11

5

6

3

4

3

4

3

10

5

2

Keeping Public Land Clear of Litter

Refuse Collection

Doorstep Recycling

Local Tips

Sport/ Leisure Facilities

Libraries

Museums/ Galleries

Theatres/ Concert Halls

Parks and Open Spaces



Very dissatisfied

6.1 74% of respondents were either very or fairly satisfied that the

council were keeping public land clear of litter. This is an increase on last year’s figure of 69%.

Year on Year Comparison – Keeping Public Land Clear of Litter

How satisfied are you that the council keeps public land clear of litter

and refuse? (%)

74 69 68 66 56 57 59

56493021202018


Satisfied Dissatisfied


N=927

N=619

N=522

N=693

N=681

N=652

N=854

N=932

N=942


10


their refuse collection. This is no change on last year.

Year on Year Comparison – Refuse Collection

How satisfied or dissatisfied are you with the refuse collection service

provided by Hammersmith and Fulham council? (%)

82 82 81 79 75 77 70

10 11 11 12 13 12 16




6.3 76% of respondents were either very or fairly satisfied with doorstep recycling. This is an increase of 1 percentage point

on last year.

Year on Year Comparison – Doorstep Recycling

How satisfied or dissatisfied are you with the Doorstep Recycling


76 75 73 71 71 72 71

11 11 15 15 15 13 16




6.4 55% of respondents were either very or fairly satisfied with local tips/ household waste recycling centres. This is a

decrease on last year’s figure of 58%.


11

Year on Year Comparison – Local Tips

How satisfied or dissatisfied are you with the local tip/ household waste

recycling service provided by Hammersmith and Fulham council? (%) (Not

asked in 2007)

55 58 59 6449

66

18 21 20 12 139





sport/ leisure facilities. This is an increase on last year’s figure of 55%.

Year on Year Comparison – Sport/ Leisure Facilities

How satisfied or dissatisfied are you with the sport and leisure facilites


63 55 54 55 47 50 45

15 19 18 16 22 17 21





12


libraries. This is an increase on last year’s figure of 73%.

Year on Year Comparison – Libraries

How satisfied or dissatisfied are you with the libraries provided by

Hammersmith and Fulham council? (%)

75 73 74 77 65 68 61

9 10 9 9 10 16 18





museums and galleries. This is a decrease on last year’s figure of 46%.

Year on Year Comparison – Museums/ Galleries

How satisfied or dissatisfied are you with the museums and galleries

supported by Hammersmith and Fulham council? (%)

42 46 42 4731 33

22

22 20 22 2032 23 25





13


theatres/ concert halls. This is a decrease on last year’s figure of 65%.

Year on Year Comparison – Theatres/ Concert Halls

How satisfied or dissatisfied are you with the theatres/ concert halls

supported by Hammersmith and Fulham council? (%)

59 65 61 6446 43 39

16 10 14 12 20 16 18




6.9 78% of respondents were either very or fairly satisfied with parks and open spaces. This is an increase on last year’s

figure of 76%.

Year on Year Comparison – Parks and Open Spaces

How satisfied or dissatisfied are you with the parks and open spaces in

Hammersmith and Fulham council? (%)

78 76 78 76 72 70 67

2015151011126





14

7 Communications

How informed do you feel about the following? (%)

55

49

24

37

53

90

73

45

51

76

63

47

10

27

How to complain to the council

How well your local council is performing

What to do in the event of an emergency

How you can get involved in local decision

making

How your council tax is spent

How and where to register and vote

Services, plans and benefits provided by the

council

Uninformed(%) Informed (%)

7.1 73% of respondents said that they were very or fairly well

informed about services, plans and benefits. This is the same as last year.

7.2 90% of residents said that they were very or fairly well

informed about how and where to register and vote. This is the same as last year.


informed about how their council tax is spent. This is

slightly more than last year’s figure of 51%.

7.4 37% of residents said that they were very or fairly well informed about how to get involved in local decision

making. This is slightly less than last year’s figure of 38%.

7.5 24% of residents said that they were very or fairly well informed about how to get involved in what to do in the

event of an emergency. This is slightly more than last years figure of 23%

N=882

N=906

N=852

N=801

N=787

N=835

N=792


15


informed about how well the council is performing. This is the same as last year.


informed about how to complain to the council. This is an increase on last year’s figure of 52%.

8 Complaints

Have you contacted the council with a complaint?

22%

78%

Yes

No


8.1 22% of respondents had contacted the council with a

complaint in the last 12 months. This is a decrease on last years figure of 24%.


16

Have you contacted the council with a complaint? (%)

78 76 76 76 73 74

262824242422


Yes No


How satisfied or dissatisfied are you with the way in which your

complaint(s) was (were) handled?

17%

31%

8%

29%

15%

Very satisfied

Fairly satisfied

Neither satisfied nor

dissatisfied

Fairly dissatisfied

Very dissatisfied


8.2 48% of those who complained were satisfied with how their

complaint was handled. This is an increase on last year’s figure of 32%.


17

Year on Year Comparison – Satisfaction with how your complaint

was handled

How satisfied or dissatisfied are you with the way in which your

complaint(s) was (were) handled?(%) (Not asked in 2008)

48 32 37 37 31 28

44 48 51 51 59 63



9 Specific publications1

9.1 This year the Annual Residents’ Survey included questions on

council communications, specifically the different methods employed to inform residents about council news and their

usefulness.

9.2 33% of respondents in the postcodes that Your Fulham Mag

is delivered to said they had never seen the publication. Of those that had seen the publication, 71% found it useful and

15% did not find it useful in informing them about council news. The rest found it neither useful nor of no use.

9.3 44% of respondents in the postcodes that Your

Hammersmith Mag is delivered to said they had never seen the publication. Of those that had seen the publication, 63%

found it useful and 24% did not find it useful in informing them about council news.

9.4 52% of respondents in the postcodes that Your Shepherds

Bush Mag is delivered to said they had never seen the

publication. Of those that had seen the publication, 73% found it useful and 19% did not find it useful in informing them about

council news.

9.5 28% of respondents said they had never seen the council website. Of those that had seen the website 78% found it

useful and 12% did not find it useful in informing them about council news.

1 This data is unweighted as the publications cover various parts of the borough.


18

9.6 52% of respondents said they had never seen the ‘Council

News’ section in the Chronicle. Of those that had seen it 62% found it useful and 21% did not find it useful in informing

them about council news.

9.7 62% of respondents had never seen the My Account portal. Of those that had seen it 62% found it useful and 21% did not

find it useful in informing them about council news.

9.8 53% of respondents who lived in council rented accommodation or were council leaseholders (i.e. those who

should receive Your Home magazine) had never seen it. Of those that had seen it 63% found it useful in informing them

about council news.

9.9 81% of respondents had never seen the Buzz Newspaper for

Young People. Of those that had seen it 44% found it useful in informing them about council news.

9.10 80% of respondents had never seen the council’s Twitter

feed. Of those that had seen it 31% found it useful in informing them about council news.

9.11 Respondents were asked how they would prefer to receive

news relating to H&F. Of those who only ticked one box, 28% said email, 29% said letter, 15% said Your Mag, and 12%

said the council website. Of all respondents (i.e. those who ticked any number of boxes) 37% said letter, 37% said email

and 29% said Your Mag.2

2 Totals value more than 100% because respondents ticked more than one box.


19

10 Community Safety

10.1 39% of respondents felt vehicle crime was a problem. This is a decrease on last year’s figure of 49%.

10.2 33% of respondents felt violence or assault was a problem.

This is a decrease on last year’s figure of 39%.

10.3 49% of respondents felt robbery was a problem. This is a decrease on last year’s figure of 50%.

10.4 58% of respondents felt burglary was a problem. This is a

decrease on last year’s figure of 59%.

How much of a problem do you think each of the following are in your

local area?

61

67

51

42

68

61

57

74

58

66

97

39

33

49

58

32

39

43

26

42

34

3

Motor Vehicle Crime

Violence or assault

Robbery

Burglary

Noisy neighbours

Teenagers hanging

around

Rubbish

Vandalism

People using or

dealing drugs

People being drunk or

rowdy

Abandoned cars

% Problem % Not a problem

n=771

n=880

n=729

n=852

n=932

n=919

n=932

n=743

n=688

n=748

n=674


20

10.5 32% of respondents felt noisy neighbours were a problem.

This is a decrease on last year’s figure of 36%.

10.6 39% of respondents felt teenagers hanging around on the streets were a problem. This is a decrease on last year’s figure

of 47%.

10.7 43% of respondents felt rubbish and litter lying around was a problem. This is a slight increase on last year’s figure of 42%.

10.8 26% of respondents felt vandalism, graffiti etc. was a

problem. This is a decrease on last year’s figure of 30%.

10.9 42% of respondents felt people using or dealing drugs was a problem. This is the same as last years figure.

10.10 34% of respondents felt people being drunk or rowdy in public was a problem. This is an decrease on last year’s figure

of 41%.

10.11 3% of respondents felt abandoned cars were a problem. This is the same as last year.

Year on Year Comparisons – Crime/ ASB Types

Q18. Thinking about this local area,

how much of a problem do you think

each of the following are … (% problem)

ARS

12

ARS

11

ARS

10

ARS

09

Place

08

ARS

07

BVPI

06

% % % % % % %

…vehicle crime (674 responses) 39 49 N/A N/A N/A N/A N/A

…violence/assault (748) 33 39 N/A N/A N/A N/A N/A

…robbery (688) 49 50 N/A N/A N/A N/A N/A

…burglary (743) 58 59 N/A N/A N/A N/A N/A

...noisy neighbours or loud parties (932) 32 36 24 22 25 32 29

…teenagers hanging around on the

streets (919) 39 47 36 41 50 57 61

…rubbish and litter lying around (932) 43 42 39 47 55 60 61

…vandalism, graffiti and other deliberate

damage to property or vehicles (852) 26 30 34 32 42 40 47

…people using or dealing drugs (729) 42 42 32 32 36 48 50

…people being drunk or rowdy in public

spaces (880) 34 41 34 38 41 39 48

…abandoned or burnt out cars (771) 3 3 6 5 6 6 7


21

10.12 37% of respondents agreed that the police and local public

services sought peoples views on these crime/ ASB issues. This is a slight decrease on last years’ figure of 38%.

How much would you agree or disagree that the police and other local

public services seek people's views about these issues? (%)

37 38 34 39 30

26 22 27 19 28


% Agree % Disagree


10.13 42% of respondents agreed that the police and local public services were successfully dealing with these crime/ ASB

issues. This is a slight increase on last years’ figure of 38%.

How much would you agree or disagree that the police and other local

public services are successfully dealing with these issues? (%)

42 38 38 41 33

15 15 18 14 21


% Agree % Disagree



22

10.14 44% of respondents agreed that parents took enough

responsibility for the behaviour of their children. This is an increase on last year’s figure of 37%.

To what extent do you agree or disagree that in your local area, parents

take enough responsibility for the behaviour of their children? (%)

44 37 39 36 27

5139384134


% Agree % Disagree


10.15 61% of respondents said that they felt safe while outside in their local area after dark. This is an increase on last years

figure of 58%. Safety during the day stayed the same as last year at 88% of respondents.

How safe do you feel when outside in your local area after dark? (%)

61 58 60 59

23 23 24 24

ARS 12 ARS 11 ARS 10 ARS 09

Safe Unsafe



23

11 Respect and Consideration 11.1 26% of residents felt there was a problem in their local area

with people not treating each other with respect. This is a decrease on last years figure of 37%.

In your local area, how much of a problem do you think there is with

people not treating each other with respect?

74 64 68 68 62 52 45

26 37 32 32 39 49 56


%Not a problem %A problem


11.2 10% of people said that they were rarely or never treated

with respect by their local council. This is a slight increase on last years figure of 9%.

In the last year would you say that you have been treated with respect

and consideration by your local council? (%)

73 67 70 77 74

10 9 11 6 6


% All/ most of the time % Rarely/ never



24

12 Social Cohesion

How much do you agree or disagree that your local area is a place

where people get on?

19%

69%

8%4%

Definately agree

Tend to agree

Tend to disagree

Definately disagree

12.1 88% of respondents agreed that the local area was a place

where people of different backgrounds got on. This is an increase on last year’s figure of 82%.

How much do you agree or disagree that your local area is a place where

people get on? (%)

88 82 80 85 78 78 76

12 18 20 15 22 23 22


Agree Disagree



25

13 Getting Involved

How much do you agree or disagree that you can influence decisions

affecting your local area?

7%

35%

40%

18%

Definately agree

Tend to agree

Tend to disagree

Definately disagree


13.1 43% of respondents agreed that they could influence decisions

in their local area. This is an increase on last year’s figure of

40%.

How much do you agree or disagree that you can influence decisions in

my local area? (%)

43 40 41 46 36 40 40

57 60 59 54 64 61 61


Agree Disagree



26

14 Community Participation

Generally speaking, would you like to be more involved in the decisions

that affect your local area?

30%

10%

60%

Yes

No

Depends on issue


14.1 31% of respondents said they would like to be more involved in

the decisions that affect their local area. 59% said they would like to be involved depending on the issue.

Performance & Information Team January 2013

annual residents survey 2012 full results 4 2012 – full results 1 annual residents survey 2012 –...

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