Residents’ Perception Survey 2010-11 Insight. 2 Contents Slide number 1.Background, survey methodology and aims………………………………………….. 3 - 7Background,

Residents’ Perception Survey 2010-11

Insight

2

Contents Slide

number

1. Background, survey methodology and aims………………………………………….. 3 - 7

2. Headlines…………………...……………………………………………………………….. 8 - 14

3. Local area……………………………………………………………………….................... 15 - 17

4. Areas of personal concern………………………………………………………………. 18 - 21

5. Community and cohesion in local area…………………………………..................... 22 - 28

6. Influencing decisions in the local area ……………………………………………….. 29 - 31

7. Community safety and anti social behaviour ………………………………………. 32 - 37

8. Local council: Image ……..…………………………………………….………………… 38 - 40

9. Local council: Overall satisfaction and doing a good job.………………….……… 41 - 45

10. Local council: Value for money and efficiency ………………………………………. 46 - 51

11. Local council: Engagement………………………………………………………………. 52 - 63

12. Local council: Customer care…………………………………………………………… 64 - 70

13. Opinion of other Public Services………………………………………………….......... 71 - 74

14. Opinion of local services: Overview……………………………..…………………… 75 - 79

15. Opinion of Local Services: Trends, all respondents and users…………………… 80 -123

16. Next steps and how the results are being used……………………………………..... 124-125

33

1.Background, survey methodology and aims

44

Background

With the demise of the Place Survey there is no longer a statutory requirement to carry out perception surveys as stipulated by central government

The council has used this as an opportunity:• to ensure we gather residents’ perceptions using a more

statistically robust method than that used in the former Place and BVPI surveys

• to ensure the survey is designed to best suit our needs and meet the challenges posed by central government

The council together with its partners commissioned SMSR, an independent market research company, to carry out a Residents’ Perception Survey

55

Aims

To provide an independent measure of resident’s opinions and perceptions in order to understand and respond to residents’ expectations and needs

To inform our One Barnet Goal: A new relationship with citizens

• Insight gives a better understanding of our citizens / service / place

Better understanding will drive- Better outcomes

- Improve satisfaction

- Identify gaps or issues

- Actions required to help achieve targets

66

Survey Method

Telephone interviews

Interviews conducted with over 2,000 residents (adults, 18+) from across the London Borough of Barnet

Representative quota sample. Quotas were set on age, gender and ethnic origin

Results were weighted to correct any discrepancies in the sample to better reflect the population of Barnet

Fieldwork conducted between 12th February and 12th March 2011

7

Trend and regional comparisonsThe telephone survey quota method provides a robust base for analysis and

enables valid comparisons to trend and regional data:

Trend data has been taken from Barnet’s former Residents’ Perception Surveys (last conducted in 07/08)

Regional comparisons to London and National data have been taken from the:• Survey of Londoners1, (10/11, TNS,) conducted October 2010• National Citizenship Survey1 (10/11, CLG ) conducted April - September 2010

N.B The timing of the regional surveys (April–October 2010) and Barnet’s survey (February 2011) must be noted: Barnet’s Perception Survey was conducted after widespread national media coverage warning of forthcoming public sector cuts and when Barnet had just carried out a full consultation on their budget and announced their budget for 2011/12. Barnet's results could have been influenced by these announcements. A health warning due to the different timings of these surveys must be therefore applied when comparing Barnet’s results to London and national results

Some comparisons have been made to the former statutory Place and BVPI surveys2, however caution should be applied when making direct comparisons to these former statutory surveys due to the different methodologies

1 Face to face method, set to quota and comparable to telephone method. These methods produce a more representative sample of the population compared the random postal method of the former BVPI and Place Survey postal methods.

2 Postal method, random sample, not set to quota. Caution should be applied when comparing to data to face to face and telephone survey data due to the different sampling methodologies

7

88

2. Headlines

9

Key Headlines

1. Local area

86 per cent of residents are satisfied with their local area as a place to live which is in line with the last Residents’ Perception Survey in 2007/08 (88 per cent) and also in line with national data (86 per cent). The Place Survey (08/09) indicated that only 80 per cent of residents were satisfied with their local area as a place to live.

2. Areas of personal concern

In 2007/08 the top three concerns for Barnet residents were crime, council tax and traffic. There has now been a shift in concern and the top three concerns in 2010/11 are: conditions of roads and pavements (31 per cent), crime (29 per cent) and rising prices and interest rates (27 per cent). Followed by lack of jobs (24 per cent), level of council tax (23 per cent) and quality of health services (22 per cent).

Since 2004/05 concern for ‘council tax’ has steadily declined. This trend is apparent across London.

3. Community and cohesion in local area

Barnet scores high on community cohesion, a sense of respect, and a sense of belonging. However, the number of residents who say they regularly volunteer is now lower than when this question was last asked on the former Place Survey (08/09). This downward trend is also apparent nationally.

Over three fifths of residents (62 per cent) agree that people pull together to help improve their local area and in the last twelve months a quarter of residents (25 per cent) have personally got together with other people to help improve their local area. These two questions were asked for the first time on this year’s Perception Survey.

4. Influencing decisions in the local area

In terms of influencing local decisions in general terms, residents are now more likely to agree that they can influence decisions that affect their local area. Residents also expressed increased interest in becoming more involved in decisions affecting their local area. However, only 32 per cent feel informed about how to get involved in local decisions.

10

Key Headlines

5. Community safety and anti social behaviour

The vast majority of residents (96 per cent) say they feel ‘very’ or ‘fairly’ safe during the day which is significantly higher when this question was last asked in 2007/08 (87 per cent, + nine per cent).

At night this response drops to 76 per cent, but is also significantly higher than when this question was last asked in 2007/08 (44 per cent, +32 per cent) but in line with the national data.

All the anti-social behaviour (ASB) issues are now considered less of a problem than in 2007/08. The top three issues are rubbish and litter lying around (30 per cent, down two per cent), teenagers hanging around the streets (27 per cent, down nine per cent), vandalism and graffiti (24 per cent, down six per cent). Drunkenness in public places, drugs, noisy neighbours or loud parties, and abandoned or burned out cars are now less of a problem for residents.

Nearly three quarters of residents (74 per cent) are satisfied that the Police and Barnet Council are dealing with anti social behaviour and crime in their local area.

Six out of ten residents (61 per cent) are aware of their Safer Neighbourhood Teams.

6. Local council: Image

Residents were presented with sixteen statements and asked to what extent they agreed that each statement applied to their council. Where available, comparisons have been made to the former Barnet Perception Survey 07/08 and the Survey of Londoners 2010/11:

‘Council staff are friendly and polite’ elicited the highest extent of agreement amongst residents, with 78 per cent agreeing either ‘a great deal’ or ‘to some extent’, followed by my council is: ‘doing a good a job’ (71 per cent); ‘keeps residents informed about what they are doing’ (61 per cent), is ‘efficient and well run’ (61 per cent) and is ‘trustworthy worthy as an organisation’ (59 per cent ).

The perception measure ‘the council responds quickly when I email them’ has the lowest proportion of agreement (23 per cent ). However this has seen a significant increase since 2007/08 (+ three per cent ). It is also worth noting that just under two thirds of residents (62 per cent) answered ‘don’t know’ when responding to this particular image statement.

11

Key Headlines

7. Local council: image (trends)

Image of the council has remained almost unchanged on seven out of the 14 measures that were included in the previous 2007/08 survey.

Significant increases have been seen on three measures: ‘staff are friendly and polite’ (77 per cent , + eight per cent) and above the London average (+ one per cent); ‘the council provides value for money for the council tax you pay’ (47 per cent, + six per cent) but below the London average (- five per cent); and ‘responds quickly when I email them’1 (19 per cent , + five per cent).

Significant decreases have been seen on the following five measures: ‘the council keeps residents informed about what they are doing’ (62 per cent, - six per cent) and is significantly lower than London average (- nine per cent); ‘Listens to concerns of local residents’ (40 per cent, - 12 per cent) and is significantly lower than the London average (- 15 per cent ); ‘Is making the area a better place to live’ (51 per cent, - 13 per cent) and is significantly below the London average (-18 per cent) and ‘Is doing a better job than a year ago’ (29 per cent, - 11 per cent) and again is lower then London average (-14 per cent).

8. Local council: Overall satisfaction and doing a good job

Historically, Barnet’s Residents’ Perception Survey asked residents if they agree or disagree that the ‘council is doing a good job’. The statutory former Place survey asked residents ‘how satisfied or dissatisfied they are with the way council run things’. Both questions were included in this year’s survey to compare differences in the way residents respond to the different wording these two questions.

Nearly three quarters (71 per cent) of residents agree the council is doing a good job, which is one per cent higher compared to the ARAS 07/08 (70 per cent) and two per cent below the London average (73 per cent). However, just over half (51 per cent) of respondents are satisfied with the way council run things1, which is in line with when this question was last asked on the Place Survey 08/09 (51 per cent).

1 No London comparative data available

12

Key Headlines

9. Local council: Value for money and efficiency

Residents are now more likely to agree that the council provides value for money for the council tax they pay (47 per cent) compared to 2007/08; whilst this is steadily increasing it is still lower than the London average.

60 per cent of residents agree that the council is efficient and well run which is in line with 2007/08, but seven per cent below the London average and four per cent below the outer London average.

33 per cent of residents agree that the council allocates its budget fairly across services1. However 42 per cent of residents say they ‘don’t know’.

10. Local council: Engagement

62 per cent per cent of residents agree that the council keeps residents informed about what they are doing which is significantly lower than 2007/08 and also below the London average.

48 per cent of residents are satisfied with the opportunities that the council provide for participation in decision making, which is much more positive compared to when this question was last asked on the former Place Survey 08/092 (29 per cent, + 19 per cent).

Just under two fifths (38 per cent) of respondents agree that the council involves residents when making decisions, which is 3 per cent lower compared to 2007/08 and significantly below the London average (50 per cent, -12 per cent).

40 per cent of respondents feel the council listens to concerns of local residents which is significantly lower when this question was last asked in 07/08 (52 per cent, -12 per cent) and below the London average (54 per cent, -15 per cent ).

1 No London comparative data available

2 Caution should be applied when making direct comparisons to the former Place Survey due to the different methodology

13

Key Headlines

11. Local council: Customer care

Just under half (46 per cent of residents) indicated they have contacted the council in the last twelve months.

The most frequently cited reason for contacting the council was to report a problem or issue (44 per cent), followed by asking for advice or information (24 per cent ) and applying for a service (20 per cent). 14 per cent of residents had contacted the council to make a formal complaint.

Just over half of residents said they were satisfied (56 per cent) with the service they received; conversely 38 per cent of residents said they were dissatisfied.

Residents are much more likely to say they would prefer to contact the council by telephone: to ask for advice (70 per cent ); to report an issue or a problem (69 per cent); to follow up an enquiry (68 per cent) to request/apply for a service (64 per cent); and to make a formal complaint (61 per cent).

12. Opinion of other Public Services ‘Local pharmacists’ achieved the highest satisfaction rating (95 per cent) followed by ‘Your GP’ (86 per cent) ‘Barnet

Police’ (75 per cent), ‘local dentist’ (74 per cent), ‘Barnet hospitals’ (71 per cent) and ‘Local fire and rescue services’ (67 per cent).

The ‘Local Jobcentre Plus’ received the lowest rating (20 per cent), however the majority of residents said they did not know about this service (68 per cent).

‘Residents are significantly more likely to say they have been treated fairly and with respect and consideration compared to the former Place Survey1 (87%, +17%).

Around half of residents agree that the council works well with other organisations that provide public services.

1 Caution should be applied when making direct comparisons to the former Place Survey due to the different methodologies

14

Key Headlines

13. Opinion of local services

As in previous surveys, the services that received the highest ratings from residents in 2010/11 were refuse collection (81 per cent), street lighting (75 per cent), recycling facilities (73 per cent), door step recycling* (72 per cent) and public transport (64 per cent).

Repairs of roads received the most critical assessment from residents (51 per cent), followed by parking services (44 per cent) and quality of pavements (43 per cent).

Compared to 2007/08, seven service areas scored significantly higher ratings: council owned leisure facilities (+11 per cent ); recycling facilities (+ eight per cent); street lighting (+ six per cent); secondary education (+ five per cent); libraries (+ five per cent); council housing (+ three per cent), refuse collection (+ three per cent).

Conversely six service areas scored significantly lower ratings compared to 2007/08; repairs of roads (- 25 per cent); quality of pavements (-11 per cent); collection of council tax (-8 per cent); social services for children’s and families (- six per cent); parking services (- five per cent) and social services for adults (- four per cent).

The services that are rated higher than London on four services areas, namely: refuse collection (+ ten per cent); secondary education (+ six per cent); recycling facilities (+ five per cent); street lighting (+ three per cent); but lower on eleven service measures: collection of council tax (- nine per cent); social services for children and families (- ten per cent); council owned leisure facilities (- 11per cent); parking services (- nine per cent); public transport (- eight per cent); social services for adults (- eight per cent); parks, playgrounds and open spaces (- five per cent); housing benefit service (-six per cent) libraries (- four per cent), activities for young people (- four per cent) and council housing (- four per cent).

Users of these services were much more likely to rate the services more positively.

* Asked for the first time in 2010/11 therefore no trend or London comparative data available.

1515

3. Local Area

16

3%

58%

27%

6%

6%

Very satisfied

Fairly satisfied

Neither

Fairly dissatisfied

very dissatisfied

16

Satisfaction with Local Area

Q Overall, how satisfied or dissatisfied are you with your local area as a place to live?

861 per cent of residents are satisfied with their local area as a place to live

1 Rounded up from 85.5 per cent

Base: 2022

17

86% 83% 87% 88%80% 86% 86%

-9% 8% 8% 6% 6% 9%

Barnet (04/05) Barnet (05/06) Barnet (06/07) Barnet (07/08) Barnet PlaceSurvey (08/09)

BarnetPerceptions

(10/11)

NationalCitizenship

Survey(10/11)

Satisfied Dissatisfied

17

Satisfaction with Local Area

Satisfaction with the local area is two per cent lower compared to 2007/08 (not significant) and in line with the national average. The Place Survey (08/09) indicated that only 80 per cent of respondents were satisfied with their local area as a place to live.

Q Overall, how satisfied or dissatisfied are you with your local area as a place to live?

1818

4. Areas of Personal Concern

19

5%

5%

7%

9%

10%

12%

16%

17%

17%

18%

18%

22%

23%

24%

27%

29%

31%

Poor public transport

Number of homeless people

Other

Pollution of the environment

Lack of recreational facilities

Litter/dirt in streets

Not enough being done for young people

Standard of education

Traffic congestion

Not enough being done for elderly people

Lack of affordable housing

Quality of health service

Level of council tax

Lack of jobs

Rising prices/interest rates

Crime

* Condition of roads and pavements

19

Areas of Personal Concern

The top three concerns for Barnet residents are conditions of roads and pavements, crime and rising prices and interest rates.

* Condition of Roads and Pavements was added for the first time in 2010/11

Base: 1980

20

11%

6%

7%

13%

10%

21%

7%

13%

24%

9%

20%

19%

36%

8%

11%

40%

5%

5%

7%

9%

10%

12%

16%

17%

17%

18%

18%

22%

23%

24%

27%

29%

31%

Poor public transport

Number of homeless people

Other

Pollution of the environment

Lack of recreational facilities

Litter/dirt in streets

Not enough being done for young people

Standard of education

Traffic congestion

Not enough being done for elderly people

Lack of affordable housing

Quality of health service

Level of council tax

Lack of jobs

Rising prices/interest rates

Crime

* Condition of roads and pavements

Barnet ARAS (07/08) Barnet (2010/11)

N/A

-11%*

+16%*

+16%*

-13%*

+3%

-2%

+9%*

-7%*

+4%*

+9%*

-9%*

0%

-4%*

0%

-1%

-6%*

Difference to 07/08

N/A

-9%*

+10%*

+1%

0%*

+8%*

-4%*

+7%*

-7%*

+1%

+1%

-9%*

-1%

-2%

+2%

-2%

-4%*

Difference to London

20

Areas of Personal Concern: Trends

In 2007/08 the top three concerns for Barnet residents were crime, council tax and traffic. The top three concerns are now conditions of roads and pavements, crime and rising prices and interest rates. Lack of jobs has seen a significant increase in concern and is now fourth.

Q Which three things are you PERSONALLY most concerned about?

Base: 1980

21

23

29

40

46

35

45

27

9

811

2123

36

45

40

24

886

10

0

10

20

30

40

50

60

2002/3 2003/4 2004/5 2007/8 2010/11

Crime Rising Prices/interest rates Council Tax Lack of jobs

Areas of Personal Concern: Trends

Since 2003/04 concern for ‘council tax’ has steadily declined. Concern for ‘crime’ has declined since 2004/05 whereas concern for ‘rising prices/interest rates’ has increased significantly in the same period.

Concern for lack of jobs remained flat between 2002-08, however this year’s results shows that, during the last three years, there has been a significant increase in residents indicating that ‘lack of jobs’ is one of their top three concerns.

Q Which three things are you PERSONALLY MOST CONCERNED about?

Percentage of residents saying one of these are their top three concern

Road and Pavements (31%) was mentioned most as one of their top three concerns however no trend data is available

2222

5. Community and cohesion in local area

23

21%

8% 15%

47%

9%

Definitely agree Tend to agreeTend to disagree Definitely disagreeDon’t know

75%

25%

Yes No

23

Big society: Community working together

62 per cent of residents agree that people pull together to improve the area

25 per cent have personally got together with others to improve their area

To what extent would you agree or disagree that people pull together

to help improve their area?

In the last 12 months, have you personally got together with other

people to help improve your local area?

Base: 2022

24

9%

2%

11%

10%

68%

At least once a week

At least once a month

Less often

Unpaid help but not throughgroup/club/organisation

Not volunteeered in the lastyear

24

Big society: Regular formal volunteering1

Q Overall, about how often over the last 12 months have you given unpaid help to any group(s), club(s) or organisation(s)?

21 per cent of residents give unpaid help to groups, clubs or organisations at least once a week or once a month.

1 Regular volunteering is defined as at least once a week or once a month

Base: 2022

25

21%29% 27% 26% 25% 24%

-49%

-68%-56% -57% -59% -62% -62%

26%

Barnet(08/09)

Barnet(10/11)

National(05)

National(07/08)

National(08/09)

National(09/10)

National (10/11)

Volunteered at least once a month Have not volunteered in the last year

25

Big society: Regular formal volunteering- trendsQ Overall, about how often over the last 12 months have you given

unpaid help to any group(s), club(s) or organisation(s)?

There has been a decline in residents saying that they take part in regular volunteering since the former Place Survey (2008/09). However caution should be applied when comparing to these different survey methods. Nationally, over the last six years there has also been a downward trend in the number of citizens volunteering.

26

86%

-10%-17%-14%

89%83%83%

National Citizenship

Survey (10/11)

BarnetPerceptions

(10/11)

Barnet PlaceSurvey (08/09)

Barnet BVPI (06/07)

Agree Disagree

5% 3%

35%

54%

Definitely agree Tend to agree

Tend to disagree Definitely disagree

26

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

89 per cent of residents agree that people from different backgrounds get on well together in Barnet

Perceptions of local cohesion are much higher compared to the former Place Survey 08/09 and above the National average

Base: 1922

27

57% 66% 74% 78%

43% 34% 26% 22%

Barnet BVPI(06/07)

Barnet (07/08) Barnet PlaceSurvey (08/09)

BarnetPerceptions

(10/11)

Not a very big problem/not a problem at all Very/fairly big problem

17%

5%

30%

48%

Very big problem Fairly big problem

Not a very big problem Not a problem at all

27

Respect and Consideration Q In your local area, how much of a problem do you think there is with people not treating each other fairly and with respect and consideration?

22 per cent of residents think people not treating each other fairly and with respect and consideration is a problem

Residents are less likely to think ‘people not treating each other fairly and with respect and consideration’ is a problem compared to the former Place Survey 08/09 and Residents’ Survey 07/08

Base: 1922

28

24%

11%

19%

46%

17%

9%

26%

48%

Very strongly

Fairly strongly

Not very strongly

Not at all strongly

28

Sense of BelongingQ How strongly do you feel you belong to your ….

65 per cent of residents feel strongly that they belong to the London Borough of Barnet

nine per cent

difference

Local Neighbourhood London Borough of Barnet

74 per cent of residents feel strongly that they belong to their local neighbourhood

Base: 1989Base: 1966

2929

6. Influencing decisions in the local area

30

38%

9%

24%

29%

Definitely agree Tend to agree

Tend to disagree Definitely disagree

Influencing Local Decision Making Q Do you agree or disagree that you can influence decisions affecting your local area? (Former Place Survey question)

47 per cent of residents agree that they can influence decisions that affect their local area

Residents are now more likely to agree that they can influence decisions that affect their local area compared to the National Citizenship Survey and former Place Survey

33% 36% 38% 47% 38%

47%64% 62% 53%

Barnet BVPI(03/04)

Barnet BVPI(06/07)


BarnetPerceptions

Survey (10/11)

NationalCitizenship

Survey (10/11)

Agree Disagree

Base: 1966

31

35%

35%

31%

52%

56%

56%

62%

21%

4%

8%

5%

24%

Barnet BVPI (03/04)

Barnet BVPI (06/07)


BarnetPerceptions(10/11)

Yes No Depends on the issue

27%

52%

21%

Yes No Depends on the issue

Future Involvement in Local Decision Making Q Generally speaking, would you like to be more involved in the decisions that affect your local area?

52 per cent of residents would like to be more involved in the decisions that affect their local area. 21 per cent of residents say it depends on the issue.

Residents expressed increased interest in becoming more involved in decisions affecting their local area.

Base: 2004

32

7. Community Safety and Anti Social Behaviour

33

1%

3%

56%39%

1%

Very safe Fairly safe Neither

Fairly unsafe Very unsafe

Feelings of Safety in the Local Area (Day)Q How safe do you feel in your local area during the day?

95 per cent of residents feel safe in their local area during the day

Residents are much more likely to feel safe during the day compared to the former Place Survey 08/09 and Annual Residents’ Survey 07/08.

87% 88% 95%

-4%4%5%

Barnet (07/08) Barnet Place Survey(08/09)

Barnet Perceptions(10/11)

Safe Unsafe

Base: 1988

34

5%

13%16%

60%

6%

Very safe Fairly safe Neither

Fairly unsafe Very unsafe 44% 49%76% 76%

19%19%31%35%

Barnet (07/08) Barnet PlaceSurvey (08/09)

BarnetPerceptions

(10/11)

NationalCitizenship

Survey(10/11)

Safe Unsafe

Feelings of Safety in the Local Area (Night)Q How safe do you feel in your local area after dark?

76 per cent of residents feel safe in their local area after dark

Residents are much more likely to feel safe after dark compared to the former Place Survey 08/09 and Residents’ Survey 07/08. Concern for crime has also seen a 11 per cent drop

Base: 1988

35

1%3%

56%39%

1%

Very safe

Fairly safe

Neither

Fairly unsafe

Very unsafe

6%

60%

16%13%

5%

Feelings of Safety in the Local Area…

95 per cent of residents feel safe during the day

76 per cent feel safe after dark19 per cent difference

Feeling safe during the day Feeling safe after dark

Base: 1988 Base: 2019

36

13%

11%

21%

25%

30%

36%

32%

9%

10%

11%

20%

19%

24%

27%

30%

Empty or derelict buildings or land

Abandoned or burnt out cars

Noisy neighbours or loud parties

People using or dealing drugs

People being drunk or rowdy in publicplaces

Vandalism, graffiti and other deliberatedamage to property or vehicles

Teenagers hanging around the streets

Rubbish or litter lying around

Barnet (07/08) Barnet (10/11)

Local Problems

Anti social behaviour issues are now less of a concern compared to 2007/08.

Q Thinking about your local area how much of a problem are the following a problem?

% saying a great deal or to some extent

Base: 2022

37

18%

9%

7%

4%6%

56%Very satisfied Fairly satisfiedNeither Fairly dissatisfiedVery dissatisfied Don’t know

Police and Council dealing with crime and ASB

Q How satisfied are you that Barnet Police and Barnet Council are dealing with antisocial behaviour and crime in your local area?

57%

Base: 2022

75 per cent of residents are satisfied that Barnet Police and Barnet Council are dealing with anti social behaviour and crime in their local area

38

8. Local Council: Image of the council, summary

39

24%

29%

32%

38%

38%

40%

42%

45%

47%

48%

51%

58%

60%

62%

71%

77%

Responds quickly when I email them

Is doing a better job now than one year ago

*Allocates its budget fairly across services

Involves residents when making decisions

Is difficult to get through to on the phone

Listens to concerns of local residents

Doesn’t do enough for people like me

Responds quickly when asked for help

Provides good value for money for the council tax you pay

*Works well with other organisations that provide publicservices

Is making the area a better place for people to live

* Is trustworthy as an organisation

Is efficient and well run

Keeps residents informed about what they are doing

Is doing a good job

Staff are friendly and polite

Barnet (2010/11)

Image of the council: SummaryQ To what extent do you think these statements apply to your Borough? My Council...

* Questions not asked 07/08

% of residents saying a great deal/ to come extent

Base: 2022

40

19%

39%

41%

35%

52%

42%

47%

41%

64%

60%

68%

70%

69%

24%

29%

32%

38%

38%

40%

42%

45%

47%

48%

51%

58%

60%

62%

71%

77%

Responds quickly when I email them

Is doing a better job now than one year ago

* Allocates its budget fairly across services

Involves residents when making decisions

Is difficult to get through to on the phone

Listens to concerns of local residents

Doesn’t do enough for people like me

Responds quickly when asked for help

Provides good value for money for the council tax youpay

* Works well with other organisations that providepublic services

Is making the area a better place for people to live

* Is trustworthy as an organisation

Is efficient and well run

Keeps residents informed about what they are doing

Is doing a good job

Staff are friendly and polite

% Saying a great deal/to some extent

ARAS (2007/8) Barnet (2010/11)

Diff to07/08

+1%

-2%

-9%*

-7%*

N/A

-18%*

N/A

-5%*

-8%*

-3%*

-15%*

-2%

-12%

N/A

-14%*

N/A

Diff to Lon

+8%*

+1%

-6%

0%

N/A

-13%*

N/A

+6%*

-2%

0%

-12%*

+3%*

-3%*

N/A

-10%*

+5%*

Image of the Council: Summary, comparisons to 07/08 and London

Q To what extent do you think these statements apply to your Borough? My Council...

*Questions not asked 07/08 * Sig diff

Base:2022

41

9. Local council: ‘Overall satisfaction’ and ‘Doing a

good job’

42

8%

46%

5%

19%

22%

Very satisfied Fairly satisfiedNeither Fairly dissatisfiedVery dissatisfied

60% 57% 51% 51%

27%17%12%15%

Barnet BVPI(03/04)

Barnet BVPI(06/07)


BarnetPerceptions

(10/11)


Overall satisfaction with the councilQ Overall how satisfied or dissatisfied are you with the way your local Council runs things?

Overall satisfaction is in line with the former Place Survey

There has been a shift from residents saying they are neither satisfied or dissatisfied to saying they are dissatisfied

51 per cent of residents are satisfied with how the council runs things, however 22 per cent are neither satisfied or dissatisfied

Base: 1962

43

Overall satisfaction with the council

Reasons for being SATISFIED• Efficient waste / recycling collection service (27%)• Generally satisfied with the council (24%)• Efficient highway maintenance and management (22%)• Nothing to complain about / no reason to believe otherwise (12%)• Positive response to resident enquiries (9%)

Reasons for being DISSATISFIED• Poor maintenance / management of highways (26%)• Lack of consultation and engagement with residents (22%)• Poor management of car parking services (18%)• Slow / no response to resident enquiries (11%)• Poor use of council budget (10%)

44

4%

58%

13%5%

20%

A great deal To some extentNot very much Not at allDon't know

8%

46%

5%

19%

22%


Overall satisfaction with the council compared to the council doing a good job

Overall satisfaction with the council The council is doing a good job

51 per cent of residents are satisfied with the council

71 per cent of residents feel the council is doing a good job.

20 per cent difference

Base: 1962 Base: 2022

45

72 7270 7071687070 74 72 7066

69 72

20

30

40

50

60

70

80

90

100

London Outer Barnet

Image of the council: Doing a good jobQ To what extent do you think these statements apply to your Borough? My Council...is efficient and well run (Residents’ Perception Survey question included in image questions)

Residents agreeing that the council is ‘doing a good job’ has remained almost static for the last sixteen years and has also remained above the London average.

In 2010/11 Barnet is significantly above average the London average (+ three per cent) and significantly above the London outer average (+ four per cent).

% of residents agreeing a great deal/ to come extent

Source Trend data: Barnet Residents’ Attitude Survey and Survey of Londoners

46

10. Local council:Value for money and efficiency

47

47%33% 45%

48%30% 32%

Barnet 07/08 Barnet Place Survey(08/09)


Agree Disagree

10%

41%

4%

22%

23%

Strongly agree AgreeNeither DisagreeStrongly disagree

Value for Money

To what extent do you agree or disagree that Barnet Council provides value for money? (former Place Survey question)

45 per cent per cent of residents agree the council provides value for money

This is two per cent higher than the 07/08 (41 per cent)1

Residents are more likely to feel the council provides value for money compared to the former Place Survey 08/09 (+13 per cent)

1 ARAS asks ‘value for money for the council tax I pay’

Base: 1899

48

4742 45

52

4139

52

43 45

28

35 37 4139

0

10

20

30

40

50

60

70

80

1995/6 1996/7 1997/8 1998/9 1999/0 2000/1 2001/2 2002/3 2003/4 2004/5 2005/6 2006/7 2007/8 2010/11

London Outer Barnet

Image of the council: ‘My Council provides value for money for the council tax residents pay’ trends

Q To what extent do you think these statements apply to your Borough? My Council... provides value for money for the council tax you pay (Residents’ Perception Survey question included in image questions)

47 per cent of residents agree that the council provides value for money for the council tax they pay.

Since 2003/4 residents agreeing that the council ‘provides value for money for the council tax they pay’ has steadily been increasing. A similar trend has been experienced across London. However Barnet is five per cent below the London average and two per cent below the outer London average.

% of residents agreeing great deal/ to come extent

Trend data source: Barnet Annual Attitude Survey and Survey of Londoners

49

62

60

6368

61 59 5854 55 55 54

55

6059

0

10

20

30

40

50

60

70

80

90

1995/6 1996/7 1997/8 1998/9 1999/0 2000/1 2001/2 2002/3 2003/4 2004/5 2005/6 2006/7 2007/8 2010/11

London Outer Barnet

Image of the council: Efficient and well run, trendsQ To what extent do you think these statements apply to your Borough? My Council...is efficient and well run

60 per cent of residents agree that the council is ‘efficient and well run’ which is in line with 2007/08 but seven per cent below the London average and four per cent below the outer London average.

% of residents agreeing great deal/ to come extent


50

12%

13%

6%

27%42%

A great deal To some extentNot very much Not at all Don't know

Image of the council: Allocates it budget fairly across services

Q To what extent do you think these statements apply to your Borough? My Council...allocates it’s budget fairly across services1

33 per cent of residents agree that the council allocates it’s budget fairly across services.

However 42 per cent of residents say they ‘don’t know’


1 No trend or London comparative data available as this question was added for the first time to Barnet's Survey in 2010/11 and was not included in the Survey of Londoners.

51

Allocating budget and future service deliveryQ To what extent do you agree or disagree with the following statements?

36%

43%

58%

63%

68%

74%

87%

6%

7%

6%

6%

6%

3%

6%

55%

46%

29%

26%

17%

19%

5%

6%

5%

9%

2%

3%

4%

4%

The government and the council are right to reducespending, even if it means reductions in services

and/or increases in charges and taxes

I would be prepared to travel further to get to thecouncil office or to access a service

Local people could work together to deliver someservices that are currently provided by the council

The services provided by the council should betargeted at those who most need them

The services provided by the council could varybetween neighbourhoods

I am worried that cuts in council budgets will affect meor my family significantly

It is important that the services delivered by thecouncil reflect local priorities and needs

Agree Neither Disagree Don’t knowBase: 2022

52

11. Local Council: Engagement

53

68% 55% 62% 71% 75% 68%

26% 36% 31% 26% 21% 30%

Barnet(07/08)Place Survey

(08/09)

Barnet

Perceptions

(10/11

London

(10/11)

Inner Lon

(10/11)

Outer

Lon10/11

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

7%

13%

18%44%

18%

A great deal To some extentNot very much Not at allDon't know

Feeling informed

Q To what extent do you think these statements apply to your Borough? My council keeps residents informed about what they are doing

62 per cent per cent of residents agree the council keeps residents informed about what they are doing

This is significantly lower than 2007/08 and also below the London average

However, on the former Place Survey only 55 per cent of residents felt the council kept them informed about what they were doing

Base: 2022

54

6466

6361 60

63

49

69

7673 72

68

61

7168

71

0

10

20

30

40

50

60

70

80

90

1995/6 1996/7 1997/8 1998/9 1999/0 2000/1 2001/2 2002/3 2003/4 2004/5 2005/6 2006/7 2007/8 2010/11

London Outer Barnet

Image of the council: Keeps residents informed about what they are doing, trendsQ To what extent do you think these statements apply to your Borough? My Council...keeps residents informed about what they are doing

Looking at long term trends, historically Barnet has been above the London averages, however in 2010/11 this trend has been reversed with London experiencing a significant increase in residents agreeing their council keeps them informed about what they are doing and Barnet experiencing a significant decrease.



55

28%

28%

32%

46%

51%

54%46%

49%

54%

68%

72%

72%* How the council decides what to prioritise

its budget on

* How much funding the council gets fromlocal government

How you can get involved in local decision-making

* How well your local council is performing

How your council tax is spent

* How to complain about your local council

Very / Fairly well informed Not very / Not at all informed

Informed about the Council

Q How well informed do you feel about each of the following?

* Questions asked for the first time in 2010/11

Diff to Place

Survey 08/09

+4%*

N/A

+1%

N/A

N/A

N/A

* Sig diff

56

12%

41%

7%

19%

21%


25% 29%48%

26% 22%31%

Barnet BVPI (06/07) Barnet Place Survey (08/09)



Satisfaction with opportunities for participation in local decision making provided by the council1

Q Overall, how satisfied or dissatisfied are you with the opportunities for participation in local decision-making provided by your council? (Former Place and BVPI Survey questions)

48 per cent per cent of residents are satisfied with the opportunities for participation in local decision-making provided by the council.

Residents are much more likely to say they are satisfied with the opportunities for participation in local decision-making provided by their council compared to the former Place Survey methodology.

1 Corporate Governance service plan indicator for democratic engagement

Base: 1806

57

19%

17%

6%

37%

10%

Very satisfied Fairly satisfied Neither Fairly dissatisfiedVery dissatisfied Don’t know

12%

19%

21%

41%

7%


Satisfaction with opportunities for participation in local decision making provided by the council

To compare to former Place and BVPI surveys ‘Don’t knows’ are excluded

However, it is important to look at how many residents indicate that they ‘don’t know’

48 per cent of residents are satisfied with opportunities for participation in local decision making provided by the council

When ‘don’t know’ is included in the dataset, 43 per cent of residents are satisfied and 11 per cent said they don’t know

five per cent difference

11%

Base: 1806 Base: 2022

58

27%

18%

9%

29%

17%

A great deal To some extent Not very much

Not at all Don't know

Image of the council: Involves residents when making decisions

Q To what extent do you think these statements apply to your Borough? My Council...involves residents when making decisions (Former ARAS and SOL Survey questions)

39 per cent of residents agree that the council involves residents in local decisions, however 17 per cent of residents say they don’t know.

Base: 2022

59

39

54

4447

4441

44 4541

38

0

10

20

30

40

50

60

70

80

1999

/200

0

2000

/01

2001

/02

2002

/03

2003

/4

2004

/5

2005

/6

2006

/7

2007

/8

2010

/11

London Outer Barnet

Image of the council: Involves residents when making decisions

Q To what extent do you think these statements apply to your Borough? My Council...involves residents when making decisions (Former ARAS and SOL Survey questions)

In 2007/08 Barnet was in line with London, however this year Barnet has experienced a slight drop (- three per cent) with residents agreeing that the council involves residents in decisions, whilst London has experienced a significant increase. Barnet is now is now 12 per cent below the London average and 11 per cent below the outer London average.



4950

60

Image of the council: Listens to concerns of local residents

Q To what extent do you think these statements apply to your Borough? My Council...listens to concerns of local residents

17%

32%

8%

18%

25%

A great deal To some extent Not very much

Not at all Don't know

40 per cent of residents agree that the council listens to concerns of local residents in local decisions, however 17 per cent of residents say they don’t know.

Base: 2022

61

5451 52

42

53

4340

48

44

48 4852 5251

0

10

20

30

40

50

60

70

80

London Outer Barnet

Image of the council: Listens to concerns of local residents

Q To what extent do you think these statements apply to your Borough? My Council...listens to concerns of local residents

From 2005-2008 residents agreeing that the council ‘listens to concerns of local residents’ has remained static and Barnet has historically been in line with the London average. However, in 20010/11 Barnet experienced a significant drop (- 12 per cent, 40 per cent) on this image statement and is now 15 per cent below the London average and nine per cent below the outer London average.

% of residents agreeing a great deal / to some extent


49

55

62

14%

16%

16%

54%

A great deal To some extentNot very much Not at all

11%

13%

13%

44%

19%

A great deal To some extent Not very much Not at all Don't know

62

Image of the council: Is trustworthy as an organisation

Including don’t knows Excluding don’t knows

57 per cent of residents agree the council is trustworthy, however 19 per cent of residents indicated they did not know

National data excludes don’t knows. When don’t knows are excluded from the data set, 71 per cent of residents agree that the council is trustworthy as an organisation

Excluding don’t knows pushes

this image measure up by

14 per cent

Q To what extent do you think these statements apply to your Borough? My Council...is trustworthy as an organisation

63

38 37 35 34 36

6457 60 63

7059

73 7180 79 81 82 84

2003 2005 2006-07 2007-08 2008-09/ 2010-11

National Parliament National Local council Barnet National Police

63

Image of the council: Is trustworthy as an organisation – trend and comparative data

When ‘don’t knows’ are excluded from the data set, 71 per cent of Barnet residents agree that the council is trustworthy which is in line with 2008/09 and the national average (70 per cent). Between 2006/07 to 2008/09 Barnet experienced a significant increase in residents agreeing that the council is trustworthy (+14 per cent). This level of trust was not reached nationally until this year.

Q To what extent do you think these statements apply to your Borough? My Council...is trustworthy as an organisation

Source: Barnet trend data: BVPI 06/07, Place Survey 08/09. National data Citizenship Survey. All data sources exclude don’t knows

64

12. Local council:Customer care

65

72 76

7368

68

66

61

73

6468

69 68

66 69

77

68

0

10

20

30

40

50

60

70

80

90

London Outer Barnet

Image of the council: Staff are friendly and Polite

Q To what extent do you think these statements apply to your Borough? My Council...Staff are friendly and polite

77 per cent of residents agree that ‘staff are friendly and polite’ which is a significant increase compared to 2007/08 (+ eight per cent). London has also experienced an upward trend, although outer London has not been as significant and Barnet is now four per cent above the outer London average.



66

36 36

42 41

46 46

4245

41

35 35 35

40

40

3838

0

10

20

30

40

50

60

70

London Outer Barnet

Image of the council: Is difficult to get through on the phone

Q To what extent do you think these statements apply to your Borough? My Council...is difficult to get through on the phone

38 per cent of residents agree it is difficult to get through on the phone, which is a three per cent increase since 20007/08. Historically Barnet has been the above the London average on this image statement and Barnet still remains above the London average (+ two per cent).



67

59

41

63

39

A great deal/To some extent Not very much/Not at all

2007/08 2010/11

19 13

67

2415

61

A great deal/To someextent

Not very much/Not at all Don't know

2007/08 2010/11

Image of the council: Responds quickly when I e-mail them

Q To what extent do you think these statements apply to your Borough? My Council... responds quickly when I e-mail them (asked for the first time in 2007/08 and no London comparative data available )

There has been a significant increase in residents agreeing this the council responds quickly when they e-mail the council. 67 per cent of residents said they did not know

Comparison to 2007/08 (incl don’t knows) 2010/11 (excluding don’t knows)

When ‘don’t know’ are excluded form the dataset 63 per cent agree the council responds quickly when they e-mail them which is a significant increase since 2007/08 (+ four per cent)

Base : 2010/11 = 786Base 2010/11: 2022

68

Contact with the Council

46 per cent of residents have contacted the council in the last 12 months

Q Have you contacted your local council for any reason in the last 12 months?1

1%

53%

46%

Yes No Can't remember

Q Which of these describes the reason why you made your most recent contact with the local council?1

The most frequently cited reason for contacting the council is to ‘report an issue or problem’

44%

24%20%

14%

1%4%

Reported an issueor problem

Asked foradvice/information

Applied to use aservice

Make a formalcomplaint

Don’t know/can'tremember

Other

Base: 2022Base: 938

1 Asked for the first time in 2010/11

69

1%

23%

26%

30%

15%

5%

Very satisfied

Fairly satisfied

Neither

Fairly dissatisfied

Very dissatisfied

Don’t know

Satisfaction with service

56 per cent of residents who have contacted the council are satisfied with the service they received

Q Overall, how satisfied or dissatisfied were you with the service you received the last time you made contact with your local Council?1

1%

Base: 938 1 Asked for the first time in 2010/11

70

3% 3%

8%

3%4% 5% 4%1%

8%

0% 0% 0% 0% 0%0% 0% 0% 0% 0%1% 1% 1% 2% 1%

6%

48%

61%64%

68%69%70%

24%23%

21%21%21%

16%

10%8%

3%3%4%

8%

2%3%3%

0% 0%

To ask for advice orinformation

To report an issue orproblem

To follow up an enquiry To request or apply touse a service

To make a complaint To update the details thecouncil holds about you

By telephone By email Via website/internet Visiting an office Letter Kiosk/web portal Social media Don’t know

Preferred method of contact in the future Q How would you prefer to contact the council in each of the following situations?1

Base: 2022 1 Asked for the first time in 2010/11

71

13. Satisfaction with other public services

72

95%

86%

75%

74%

71%

67%

20%

4%

10%

10%

6%

13%

7%

8%

Local pharmacist

Your GP

Barnet Police

Local dentist

Barnet hospitals

Local fire and rescue service

Local Job Centre Plus


Satisfaction with Local Services Q Please indicate overall how satisfied or dissatisfied you are with each of the following services in your local area

73

48%

67%

61%

71%

47%

74%

51%

75%

76%

86%

London Fire Brigade (Place Survey 08/09)

Local fire and rescue service (Barnet 10/11)

Local hospital (Place Survey 08/09)

Barnet hospitals (Barnet 10/11)

Local dentist (Place Survey 08/09)

Local dentist (Barnet 10/11)

Metropolitan Police (Place Survey 08/09)

Barnet Police (Barnet 10/11)

Your GP (Place Survey 08/09)

Your GP (Barnet 10/11)

Fir

eH

osp

ital

Den

tist

Po

lice

GP

% Very satisfied or fairly satisfeid

Satisfaction with Local Services: Comparison to former Place Survey

*Sig diff

Q Please indicate overall how satisfied or dissatisfied you are with each of the following services in your local area

+ 24%*

+ 10%*

+ 27%*

+ 10%*

+ 19%*

74

87%

70%

97%

92%

91%

89%

84%

77%

74%

68%

10%

24%

2%

6%

7%

2%

10%

12%

16%

14%

3%

6%

1%

3%

3%

7%

7%

9%

18%

9%

Overall Barnet Perceptions (10/11)

Overall Place Survey (08/09)

*Local pharmacist

*Local dentist

* Your GP

* Local fire and rescue service

* Barnet Police

* Barnet hospitals

* Barnet Council

* Local Job Centre Plus

All the time/most of the time Some of the time Rarely/never

Fair treatment by local services

Q In the last year would you say that you have been treated fairly and with respect and consideration by the following services?

75

14.Opinion of Local Services, Overview

76

12%

13%

13%

13%

14%

16%

15%

21%

22%

19%

25%

26%

28%

34%

35%

37%

53%

57%

62%

63%

64%

72%

73%

75%

81%

10%

12%

7%

16%

9%

13%

10%

20%

15%

28%

31%

11%

15%

23%

13%

13%

22%

25%

25%

15%

22%

12%

13%

18%

15%

4%

8%

5%

24%

9%

7%

13%

44%

15%

51%

43%

5%

8%

15%

8%

5%

5%

16%

10%

6%

7%

7%

8%

6%

3%

74%

67%

75%

48%

68%

64%

62%

15%

49%

1%

1%

58%

49%

29%

44%

46%

20%

1%

3%

15%

7%

9%

6%

1%

1%

Social services for children and familiesSocial services for adults

Housing benefit service*Activities for young people

* Play schemes / holiday activities* Trading standards and consumer

Council housingParking services

Planning and building control** Repair of roads

** Quality of pavementsNursery education

* Environmental Health ServicesCouncil owned leisure facilities

Secondary educationPrimary education

Collection of council taxStreet cleaning

Parks, playgrounds and open spacesLibraries

Public transport* Doorstep recycling

Recycling facilitiesStreet lighting

Refuse collection

Excellent-Good Average Poor-Extremely poor Don’t know

Opinion of local services

* Sig difference

* Asked for the first time in 2010/11

** London question ask Road and Pavement together so no comparative data available

Q I would like to ask you about local services in your area. I would like your opinion of these services even if you yourself have not had direct experience of them. What is your opinion of….. ?

Base: 2022

77

Opinion of local services

12%

13%

13%

13%

14%

16%

15%

21%

22%

19%

25%

26%

28%

34%

35%

37%

53%

57%

62%

63%

64%

72%

73%

75%

81%3%

6%

8%

7%

7%

6%

10%

16%

5%

5%

8%

15%

8%

5%

43%

51%

15%

44%

13%

7%

9%

24%

5%

8%

4%Social services for children and families

Social services for adults

Housing benefit service

* Activities for young people

* Play schemes / holiday activities

* Trading standards and consumer advice

Council housing

Parking services

Planning and building control

** Repair of roads

** Quality of pavements

Nursery education

* Environmental Health Services

Council owned leisure facilities

Secondary education

Primary education

Collection of council tax

Street cleaning

Parks, playgrounds and open spaces

Libraries

Public transport

* Doorstep recycling

Recycling facilities

Street lighting

Refuse collection

Excellent-Good Poor-Extremely poor

+10%*

+3%*

+5%*

N/A

-8%*

-4%*

-5%*

-1%

-9%*

-1%

+6%*

-11%*

N/A

-3%*

N/A

N/A

N/A

-9%*

-4%*

N/A

N/A

-4%*

-6%*

-8%*

-10%*

+3%*

+6%*

+8%*

N/A

-1%

+5%*

-1%

+1%

-8%*

+2%

+5%*

+11%*

N/A

+2%*

-11%*

-25%*

N/A

-5%*

+3%*

N/A

N/A

N/A

+1%

-4%*

-6%*

Diff to

07/08Diff toLon

N/A

N/A

+1%

-4%

-6%

* Sig difference* Asked for the first time in 2010/11

** London question ask Road and Pavement together so no comparative data available

Base: 2022

78

72%

73%

63%

35%

37%

26%

62%

28%

13%

82%

79%

77%

73%

73%

72%

67%

62%

61%

* Doorstep recycling

Recycling facilities

Libraries

Secondary education

Primary education

Nursery education

Parks, playgrounds and open spaces

* Environmental Health Services

Housing benefit service

Overall Users

Opinion of Local services: All respondents compared to users

Users of local services are much more likely to rate local services as ‘good to excellent’ compared to all respondents


Ranked in terms of user satisfaction (top nine)

% of residents/users saying the service is ‘good to excellent’

79

14%

12%

34%

16%

15%

22%

13%

13%

21%

61%

54%

53%

52%

48%

45%

43%

33%

24%

* Play schemes / holiday activities

Social services for children and families


* Trading standards and consumer advice

Council housing

Planning and building control

Social services for adults

*Activities for young people

Parking services

Overall Users

Opinion of Local services: All respondents compared to users

Again users of local services are much more likely to rate local services as ‘good to excellent’ compared to all respondents


Ranked in terms of user satisfaction (bottom nine)

% of residents/users saying the service is ‘good to excellent’

80

15. Opinion of Local Services: Detailed trends, all respondentsand users

81

15a. Opinion of Local Services, Trends, all respondents and users:

Children’s Services

82

22

17

33

21 21

27

36

2826

24

27

2426

25

0

5

10

15

20

25

30

35

40

1995/6 1996/7 1997/8 1998/9 1999/0 2000/1 2001/2 2002/3 2003/4 2004/5 2005/6 2006/7 2007/8 2010/11

London Outer Barnet

Opinion of local services: Nursery Education trends

Percentage of residents saying the service is good - excellent

26 per cent of residents agree nursery provision is ‘good – excellent’, which is a slight increase compared to 2007/08 (+ two per cent) but below the London and outer London average.


83

52

69 68 6872

6871

76 7779

71

63

72

0

10

20

30

40

50

60

70

80

90

1996/7 1997/8 1998/9 1999/0 2000/1 2001/2 2002/3 2003/4 2004/5 2005/6 2006/7 2007/8 2010/11

London Barnet

Opinion of local services: Nursery Education Users, trends


72 per cent of users agree that nursery provision in Barnet ‘good to excellent’, which is a significant increase compared to 2007/08 (+ five per cent) and above the London average.


84

30 31

39

2528

30

37 36 36 35

40

3537

39

0

5

10

15

20

25

30

35

40

45

50

1995/6 1996/7 1997/8 1998/9 1999/0 2000/1 2001/2 2002/3 2003/4 2004/5 2005/6 2006/7 2007/8 2010/11

London Outer Barnet

Opinion of local services: Primary Education trends


37 per cent of residents agree that primary education is ‘good – excellent’, which is a slight increase compared to 2007/08 (+ two per cent) and inline with the London and the outer London average.


85

56

64 65

72

7874

7673

0

10

20

30

40

50

60

70

80

90

2001/2 2002/3 2003/4 2004/5 2005/6 2006/7 2007/8 2010/11

Barnet London

Opinion of local services: Primary Education Users, trends


73 per cent of primary education users agree that primary education is ‘good – excellent’, which is a slight decrease compared to 2007/08 (- three per cent) but is above the London average.


86

2830

38

25

21

29 29

33

27 26

36

30

3534

0

5

10

15

20

25

30

35

40

45

1995/6 1996/7 1997/8 1998/9 1999/0 2000/1 2001/2 2002/3 2003/4 2004/5 2005/6 2006/7 2007/8 2010/11

London Outer Barnet

Opinion of local services: Secondary Education trends


35 per cent of residents agree that secondary education is ‘good – excellent’, which is a significant increase compared to 2007/08 (+ five per cent) and above the London and the outer London averages.


87

73

43

53 5156

7065

63

0

10

20

30

40

50

60

70

80

2001/02 2002/03 2003/04 2004/5 2005/6 2006/7 2007/8 2010/11

Barnet Users London Users

Opinion of local services: Secondary Education Users, trends


73 per cent of secondary education users agree that secondary education is ‘good – excellent’, which is a significant increase compared to 2007/08 ( + ten per cent) and is now significantly above the London average.


88

15%

18%

13%

0%

5%

10%

15%

20%

25%

30%

* 2006/7 2007/08 2010/11

London Outer Barnet

Opinion of local services: Social Services for Children and Families


13 per cent of residents agree that Social Services for Children are ‘good – excellent’, which is a significant decrease since 2007/08 (- five per cent) and is significantly below the London and outer London average.

* Prior to 2006/07 the question was asked as ‘Social services for Adults and Children’ jointly hence there is no comparable trend data available for Social Services for Children prior to 06/07


89

54

36

55

62

47

52

0

10

20

30

40

50

60

70

2006/7 2007/8 2010/11

Barnet Users London Users

Opinion of local services: Social Services for Children and Families - users


54 per cent of users of Social Services for Children agree that these services are ‘good – excellent’, which is a significant decrease compared to 2007/08 ( - eight per cent) however is significantly above the London average.

* Prior to 2006/07 the question was asked as ‘Social services for Adults and Children’ jointly hence there is no comparable trend data available for Social Services for Children prior to 06/07


90

15b. Opinion of Local ServicesTrends, all respondents and users:


91

24

31

46

33

26

33

26

1923

34

29

35

23 23

0

10

20

30

40

50

60

1995/6 1996/7 1997/8 1998/9 1999/0 2000/1 2001/2 2002/3 2003/4 2004/05* 2005/6* 2006/7* 2007/8* 2010/11

London Outer Barnet

Opinion of local services: Council owned leisure facilities


34 per cent of residents agree that council owned leisure facilities are ‘good – excellent’, which is a significant increase compared to 2007/08 (+11 per cent) but still below the London average.


* Question re named GL Leisure Facilities from 2004/05 -2007/08. It was changed back to Council Owned Leisure Facilities in 2010/11

92

46

58

5148

40

61

53

42 45 42

54

62 62

0

10

20

30

40

50

60

70

80

1996/7 1997/8 1998/9 1999/0 2000/1 2001/2 2002/3 2003/4 2004/05* 2005/06* 2006/07* 2007/08* 2010/11

London Barnet

Opinion of local services: Users of Leisure services

Percentage of users saying the service is good - excellent

53 per cent of users agree that council owned leisure facilities are ‘good – excellent’, which is a significant decrease compared to 2007/08 (- nine per cent) but inline with the London average.

* Question re named GL Leisure Facilities from 2004/05 -2007/08. It was changed back to Council Owned Leisure Facilities in 2010/11



93

15c. Opinion of Local ServicesTrends, all respondents and users:

Library Service

94

59

6764 63

56

63

52

58

6359

64

58

67656360

0

10

20

30

40

50

60

70

80

90

1995/6 1996/7 1997/8 1998/9 1999/0 2000/1 2001/2 2002/3 2003/4 2004/5 2005/6 2006/7 2007/8 2010/11

London Outer Barnet

Opinion of local services: Library Service


63 per cent of residents agree that the Library Service is ‘good – excellent’, which is a significant increase compared to 2007/08 (+ five per cent) but is below the London and outer London average.


95

76 76

62

72

8075 73

68

7477

70

78

74

77

0

10

20

30

40

50

60

70

80

90

1996/7 1997/8 1998/9 1999/0 2000/1 2001/2 2002/3 2003/4 2004/5 2005/6 2006/7 2007/8 20010/11

London Barnet

Opinion of local services: User of Library Service


77 per cent of users agree that the Library service is ‘good – excellent’, which is a significant increase compared to 2007/08 (+ three percent) but is below the London average.


96

15d. Opinion of Local Services

Trends, all respondents and users :

Parking Services

97

2531 30

25 2621

2006/07 2007/08 2010/11

London Barnet

Opinion of local services: Parking Services


21 per cent of residents agree that parking services in Barnet are ‘good or excellent’, which is a significant decrease since 2007/08 (- five per cent) and nine per cent below the London average.

Source Trend data: Barnet Residents’ Survey and Survey of Londoners Question added to Survey of Londoners and

Barnet’s Residents' Survey for the first time in 2006/07

98

2528

242633 35

2006/07 2007/08 2010/11

Barnet London

Opinion of local services: Parking Services Users


24 per cent of parking service users agree the parking service is ‘good or excellent’, which is a significant decrease compared to 2007/08 (- four per cent) and is 11 per cent below the London average.

Source Trend data: Barnet Residents’ Survey and Survey of Londoners

Question added to Survey of Londoners and Barnet Residents' Survey for the first time in 2006/07

99

15e. Opinion of Local Services Trends, all respondents and users:

Parks, Playgrounds and Open Spaces

100

Opinion of local services: Parks, playgrounds and open spaces


61 per cent of residents agree that parks, playgrounds and open spaces are ‘good – excellent’, which is a two percent decline compared to 2007/08 (not significant) and is below the London and outer London average.

40 40

5146 44

41

52

6162

63

52515150

0

10

20

30

40

50

60

70

80

1995/6 1996/7 1997/8 1998/9 1999/0 2000/1 2001/2 2002/3 2003/4 2004/5 2005/6 2006/7 2007/8 2010/11

Barnet London OuterSource Trend data: Barnet Residents’ Attitude Survey and Survey of Londoners

101

47

62

5653

56

43

6159

72

67

57 59

69

0

10

20

30

40

50

60

70

80

London Barnet

Opinion of local services: Users of parks, playgrounds and open spaces


67 per cent of users agree that parks, playgrounds and open spaces are ‘good – excellent’, which is significant decrease compared to 2007/08 ( - five per cent) and below the London average.


102

15f. Opinion of Local Services, trends Trends, all respondents and users:

Planning, Housing and Regeneration

103

1314

26

18

11

14

23

16

1312

15 15

12

15

1917

0

5

10

15

20

25

30

35

40

1995/6 1996/7 1997/8 1998/9 1999/0 2000/1 2001/2 2002/3 2003/4 2004/5 2005/6 2006/7 2007/8 2010/11

London Outer Barnet

Opinion of local services: Council housing trends


15 per cent of residents agree that council housing provision is ‘good to excellent, which is a significant increase compared to 2007/08 (+ three per cent) but is below the London and outer London average.


104

3438

48

37

24

39

51

41

55

4651

48

3736

0

10

20

30

40

50

60

70

1996/7 1997/8 1998/9 1999/0 2000/1 2001/2 2002/3 2003/4 2004/5 2005/6 2006/7 2007/8 2010/11

London Barnet

Council housing users (Council tenants) trends


48 per cent of council tenants agree that council housing is ‘good – excellent’, which is a decrease compared to 2007/08 ( - three per cent) but is above the London average.


Base for users: 284

105

22%15% 15%

49%45%

22%

33%

0%


All respondents Users

Planning and Building Control

Users are much more likely to rate the service as ‘good to excellent’ (45 per cent) compared to all respondents (42 per cent). However users are also much more likely to say the service is ‘average’ or ‘poor to extremely poor’ compared to all respondents.

1. Asked for the first time in 2010/11. No trend or London data available

Q I would like to ask you about local services in your area. I would like your opinion of these services even if you yourself have not had direct experience of them. What is your opinion of Planning and Building Control?1

106

28%

15%8%

49%

62%

24%

14%0%



Environmental Health Services: All respondents compared to users

Users are much more likely to rate the service as ‘good to excellent’ (62 per cent) compared to all respondents (28 per cent). A quarter of users (24 per cent) rated the service as average and 8 per cent rated is as ‘poor to extremely poor’. Residents as a whole are more likely to say they did not know.

Asked for the first time in 2010/11. No trend or London comparative data available

Q I would like to ask you about local services in your area. I would like your opinion of these services even if you yourself have not had direct experience of them. What is your opinion of Environmental Health Services?

107

15g. Opinion of Local ServicesTrends, all respondents and users:

Revenue and Benefits

108

2118

5146

41

51

44

58 5964

59 61

53

61

0

10

20

30

40

50

60

70

1995 1996 1997/8 1998/9 1999/0 2000/1 2001/2 2002/3 2003/4 2004/5 2005/6 2006/7 2007/8 2010/11

London Outer Barnet

Opinion of local services: Collection of council tax trends


53 per cent of residents agree that the collection of council tax is ‘good to excellent’, which is a significant decrease compared to 2007/08 ( - 8 per cent) and is below the London outer London average.


109

12 12

24

18

10

2527

1715 14 15

121314

0

5

10

15

20

25

30

35

40

1995/6 1996/7 1997/8 1998/9 1999/0 2000/1 2001/2 2002/3 2003/4 2004/5 2005/6 2006/7 2007/8 2010/11

London Outer Barnet

Opinion of local services: Housing Benefit Service trends


13 per cent of residents agree that the Housing Benefit Service is ‘good – excellent’, which is slight increase compared to 2007/08 ( + one per cent) but below the London averages.


110

40

5862

52

65

43

76

58

49

61 61 6162

53

45

52

40394443

52

69646263

51

0

10

20

30

40

50

60

70

80

90

1996/7 1997/8 1998/9 1999/0 2000/1 2001/2 2002/3 2003/4 2004/5 2005/6 2006/7 2007/8 2010/11

London Barnet

Opinion of local services: Users of Housing Benefits trends


61 per cent of housing benefit users agree that the service is ‘good – excellent’, which is a decrease compared to 2007/08 (- three per cent) but above the London average.

111

15h. Opinion of Local Services Trends, all respondents and users:

Street based services

112

60

51

59

54

60

5859

59

55

64 63 64

69

75

0

10

20

30

40

50

60

70

80

1995/6 1996/7 1997/8 1998/9 1999/0 2000/1 2001/2 2002/3 2003/4 2004/5 2005/6 2006/7 2007/8 2010/11

Barnet London Outer

Opinion of local services: Street lighting


75 per cent of residents agree that street lighting is ‘good – excellent’, which is a significant increase compared to 2007/08 (+ 6 per cent) and above the London and outer London average.


113

Opinion of local services: Street cleaning


57 per cent of residents agree that the street cleaning service is ‘good – excellent’, which is inline with 2007/08 (+ 1 per cent) and is in line with the London average and above the outer London average.

3436 37

32

3841

4549

5154 55 56

5657

0

10

20

30

40

50

60

70

1995/6 1996/7 1997/8 1998/9 1999/0 2000/1 2001/2 2002/3 2003/4 2004/5 2005/6 2006/7 2007/8 2010/11


114

19

36

41 38

37

44

29

32 3136

2527

36

3836

0

10

20

30

40

50

60

70

80

90

2004/5 2005/6 2006/7 2007/8 2010/11

Barnet 'Repair of roads' Barnet 'quality of pavements' London Repairs of roads and pavements

Opinion of local services: Quality of Pavements and Repairs of Roads


19 per cent of residents agree that the repairs of roads are ‘good – excellent, which is a significant decrease compared to 2007/08 (-25 per cent). 25 per cent of residents agree that the quality of pavements are ‘good –excellent’, which is again a significant decrease compared to 2007/08 (- nine per cent).

These are significantly below the London averages, however London asks this question jointly ‘Repairs of Roads and Pavements’, caution should therefore be applied when making comparisons to Barnet


115

15i. Opinion of Local Services,Trends, all respondents and users:

Waste Collection

116

7376

68 66

74 72 7269

8481

7881

7880

0

20

40

60

80

100

1995/6 1996/7 1997/8 1998/9 1999/0 2000/1 2001/2 2002/3 2003/4 2004/5 2005/6 2006/7 2007/8 2010/11

London Outer Barnet

Opinion of local services: Refuse Collection trends


81 per cent of residents agree that the refuse collection service is good is ‘good – excellent’, which is a significant increase compared to 2007/08 (+ three per cent) and above the London and outer London averages.


117

Opinion of local services: Recycling Facilities trends


73 per cent of residents agree that the recycling facilities are ‘good – excellent’, which is a significant increase compared to 2007/08 (+ eight per cent) and above the London averages.

Recycling Facilities (Good-Excellent)

55%

66% 65%

42%

44% 50%

45%

47%

39% 40%

69%66% 67%

73%

20%

30%

40%

50%

60%

70%

80%

1995/6 1996/7 1997/8 1998/9 1999/0 2000/1 2001/2 2002/3 2003/4 2004/5 2005/6 2006/7 2007/8 2010/11


118

73

5954

79

6568

6772

7260

6670

62

70

6975

6161

53 53

7379 79

74

7268

0

10

20

30

40

50

60

70

80

90

1996/7 1997/8 1998/9 1999/0 2000/1 2001/2 2002/3 2003/4 2004/5 2005/6 2006/7 2007/8 2010/11

London Barnet

Opinion of local services: Users of Recycling Facilities trends


73 per cent of recycling facilities users agree that the service is ‘good –excellent’, which is a significant increase compared to 2007/08 ( + seven per cent) and above the London average.


119

15j. Opinion of Local ServicesTrends, all respondents and users:

Trading Standards

120

16 13

6452

27 2717

Excellent-Good Average Poor-Extremelypoor

Don’t know


Opinion of local services: Trading Standards

52 per cent of users say that the trading standards service is ‘good or excellent’. Just over a quarter of users say that it is ‘poor or extremely poor’. The majority of residents said they ‘don’t know’.

Question added to Barnet's survey for the first time this year. No London comparative data available.

Q I would like to ask you about local services in your area. I would like your opinion of these services even if you yourself have not had direct experience of them. What is your opinion of Trading services ?

121

15k. Opinion of Local ServicesTrends, all respondents and users:

Social Service for Adults

122

21%

19%

13%

20%

22%

20%

21%

16%17%

0%

5%

10%

15%

20%

25%

* 2006/7 2007/08 2010/11

London Outer Barnet

Opinion of Local Services: Adult Social Services trends


13 per cent of residents agree that Adult Social Services are ‘good – excellent’, which is a significant decrease compared to 2007/08 ( - four per cent) and below the London averages.

Q I would like to ask you about local services in your area. I would like your opinion of these services even if you yourself have not had direct experience of them. What is your opinion of….. Social Service for Adults?

* Prior to 2006/07 the question was asked as ‘Social services for Adults and Children’ jointly hence there is no comparable trend data available for Adult Social Services prior to 06/07

123

43%

52%

47%

52%

55% 56%

0%

10%

20%

30%

40%

50%

60%

2006/7 2007/8 2010/11

London users Barnet Users

Opinion of local services: Social Services for Adults, User trends

Percentage of adult social services users saying the service is good - excellent

43 per cent of Adult Social Service users agree the service is ‘good –excellent’, which is a significant decrease compared to 2007/08 ( - thirteen per cent) and below the London average.

* Prior to 2006/07 the question was asked as ‘Social services for Adults and Children’ jointly hence there is no comparable trend data available for Adult Social Services prior to 06/07

124

16. Next steps and how the results will be used

125

In-depth analysis of the findings has been conducted and service specific presentations rolled out internally.

Services have been asked to look at what the implications are for their service and how they are going to act on the results. In particular with reference to how the results will be used in future service planning and target setting1

Presentations to individual partners will be rolled out shortly

Pertinent findings have been incorporated into the new State of the Borough strategic assessment, as well as the latest Joint Strategic Needs Assessment.

Next steps:

1 The next Residents’ Perception Survey is planned for 2012/13

Documents

Residents’ Perception Survey 2010-11 Insight. 2 Contents Slide number 1.Background, survey methodology and aims………………………………………….. 3 - 7Background,