1. Residents’ Perception Survey 2010-11 Insight

2. 2 Contents Slide number 1.Background, survey methodology and aims………………………………………….. 3 - 7Background, survey methodology and aims 2.Headlines…………………...……………………………………………………………….. 8 - 14Headlines 3.Local area……………………………………………………………………….................... 15 - 17Local area 4.Areas of personal concern………………………………………………………………. 18 - 21Areas of personal concern 5.Community and cohesion in local area…………………………………..................... 22 - 28Community and cohesion in local area 6.Influencing decisions in the local area ……………………………………………….. 29 - 31Influencing decisions in the local area 7.Community safety and anti social behaviour ………………………………………. 32 - 37Community safety and anti social behaviour 8.Local council: Image ……..…………………………………………….………………… 38 - 40Local council: Image 9.Local council: Overall satisfaction and doing a good job.………………….……… 41 - 45Local council: Overall satisfaction and doing a good job 10.Local council: Value for money and efficiency ………………………………………. 46 - 51Local council: Value for money and efficiency 11.Local council: Engagement………………………………………………………………. 52 - 63Local council: Engagement 12.Local council: Customer care…………………………………………………………… 64 - 70Local council: Customer care 13.Opinion of other Public Services………………………………………………….......... 71 - 74Opinion of other Public Services 14.Opinion of local services: Overview……………………………..…………………… 75 - 79Opinion of local services: Overview 15.Opinion of Local Services: Trends, all respondents and users…………………… 80 -123Opinion of Local Services: Trends, all respondents and users 16.Next steps and how the results are being used……………………………………..... 124-125Next steps and how the results are being used

3. 33 1.Background, survey methodology and aims

4. 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

5. 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

6. 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 12 th February and 12 th March 2011

7. 7 Trend and regional comparisons The 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 Londoners 1, (10/11, TNS,) conducted October 2010 National Citizenship Survey 1 (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 surveys 2, 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

8. 88 2.Headlines

9. 9 Key Headlines 1.Local areaLocal 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 concernAreas 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 areaCommunity 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 areaInfluencing 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. 10 Key Headlines 5.Community safety and anti social behaviourCommunity 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: ImageLocal 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. 11 Key Headlines 7.Local council: image (trends)Local council: image  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 jobLocal 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 things 1, 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. 12 Key Headlines 9.Local council: Value for money and efficiencyLocal 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 services 1. However 42 per cent of residents say they ‘don’t know’. 10.Local council: EngagementLocal 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 08/09 2 (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. 13 Key Headlines 11.Local council: Customer careLocal 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 ServicesOpinion 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 Survey 1 (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. 14 Key Headlines 13.Opinion of local servicesOpinion 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. * A sked for the first time in 2010/11 therefore no trend or London comparative data available.

15. 15 3.Local Area

16. 16 Satisfaction with Local Area Q Overall, how satisfied or dissatisfied are you with your local area as a place to live? 86 1 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. 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?

18. 18 4. Areas of Personal Concern

19. 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. 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. 21 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

22. 22 5. Community and cohesion in local area

23. 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. 24 Big society: Regular formal volunteering 1 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. 25 Big society: Regular formal volunteering- trends Q 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. 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. 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. 28 Sense of Belonging Q 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: 1989 Base: 1966

29. 29 6. Influencing decisions in the local area

30. 30 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 Base: 1966

31. 31 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. 32 7. Community Safety and Anti Social Behaviour

33. 33 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. Base: 1988

34. 34 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. 35 Feelings of Safety in the Local Area… 95 per cent of residents feel safe during the day 76 per cent feel safe after dark 19 per cent difference Feeling safe during the day Feeling safe after dark Base: 1988 Base: 2019

36. 36 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. 37 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. 38 8. Local Council: Image of the council, summary

39. 39 Image of the council: Summary Q 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. 40 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. 41 9. Local council: ‘Overall satisfaction’ and ‘Doing a good job’

42. 42 Overall satisfaction with the council Q 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. 43 Overall satisfaction with the council

44. 44 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. 45 Image of the council: Doing a good job Q 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. 46 10. Local council: Value for money and efficiency

47. 47 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. 48 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. 49 Image of the council: Efficient and well run, trends Q 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 Trend data source: Barnet Annual Attitude Survey and Survey of Londoners

50. 50 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 services 1 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’ % of residents agreeing a great deal/ to come extent 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. 51 Allocating budget and future service delivery Q To what extent do you agree or disagree with the following statements? Base: 2022

52. 52 11. Local Council: Engagement

53. 53 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. 54 Image of the council: Keeps residents informed about what they are doing, trends Q 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. % of residents agreeing a great deal/ to come extent Source Trend data: Barnet Residents’ Attitude Survey and Survey of Londoners

55. 55 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 * Sig diff

56. 56 Satisfaction with opportunities for participation in local decision making provided by the council 1 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. 57 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. 58 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. 59 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. % of residents agreeing a great deal/ to come extent Source Trend data: Barnet Residents’ Attitude Survey and Survey of Londoners 49 50

60. 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 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. 61 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 Source Trend data: Barnet Residents’ Attitude Survey and Survey of Londoners 49 55

62. 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. 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. 64 12. Local council: Customer care

65. 65 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. % of residents agreeing a great deal/ to come extent Source Trend data: Barnet Residents’ Attitude Survey and Survey of Londoners

66. 66 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). % of residents agreeing a great deal/ to come extent Source Trend data: Barnet Residents’ Attitude Survey and Survey of Londoners

67. 67 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 = 786 Base 2010/11: 2022

68. 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 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’ Base: 2022 Base: 938 1 Asked for the first time in 2010/11

69. 69 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. 70 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. 71 13. Satisfaction with other public services

72. 72 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. 73 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. 74 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. 75 14.Opinion of Local Services, Overview

76. 76 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. 77 Opinion of local services 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. 78 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 * Asked for the first time in 2010/11 Ranked in terms of user satisfaction (top nine) % of residents/users saying the service is ‘good to excellent’

79. 79 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 * Asked for the first time in 2010/11 Ranked in terms of user satisfaction (bottom nine) % of residents/users saying the service is ‘good to excellent’

80. 80 15. Opinion of Local Services: Detailed trends, all respondents and users

81. 81 15a.Opinion of Local Services, Trends, all respondents and users: Children’s Services

82. 82 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. Source Trend data: Barnet Residents’ Attitude Survey and Survey of Londoners

83. 83 Opinion of local services: Nursery Education Users, trends Percentage of residents saying the service is good - excellent 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. Source Trend data: Barnet Residents’ Attitude Survey and Survey of Londoners

84. 84 Opinion of local services: Primary Education trends Percentage of residents saying the service is good - excellent 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. Source Trend data: Barnet Residents’ Attitude Survey and Survey of Londoners

85. 85 Opinion of local services: Primary Education Users, trends Percentage of residents saying the service is good - excellent 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. Source Trend data: Barnet Residents’ Attitude Survey and Survey of Londoners

86. 86 Opinion of local services: Secondary Education trends Percentage of residents saying the service is good - excellent 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. Source Trend data: Barnet Residents’ Attitude Survey and Survey of Londoners

87. 87 Opinion of local services: Secondary Education Users, trends Percentage of residents saying the service is good - excellent 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. Source Trend data: Barnet Residents’ Attitude Survey and Survey of Londoners

88. 88 Opinion of local services: Social Services for Children and Families Percentage of residents saying the service is good - excellent 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 Source Trend data: Barnet Residents’ Attitude Survey and Survey of Londoners

89. 89 Opinion of local services: Social Services for Children and Families - users Percentage of residents saying the service is good - excellent 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 Source Trend data: Barnet Residents’ Attitude Survey and Survey of Londoners

90. 90 15b. Opinion of Local Services Trends, all respondents and users: Council owned leisure facilities

91. 91 Opinion of local services: Council owned leisure facilities Percentage of residents saying the service is good - excellent 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. Trend data source: Barnet Annual Attitude Survey and Survey of Londoners * Question re named GL Leisure Facilities from 2004/05 -2007/08. It was changed back to Council Owned Leisure Facilities in 2010/11

92. 92 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 Source Trend data: Barnet Residents’ Attitude Survey and Survey of Londoners Percentage of residents saying the service is good - excellent

93. 93 15c. Opinion of Local Services Trends, all respondents and users: Library Service

94. 94 Opinion of local services: Library Service Percentage of residents saying the service is good - excellent 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. Source Trend data: Barnet Residents’ Attitude Survey and Survey of Londoners

95. 95 Opinion of local services: User of Library Service Percentage of residents saying the service is good - excellent 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. Source Trend data: Barnet Residents’ Attitude Survey and Survey of Londoners

96. 96 15d.Opinion of Local Services Trends, all respondents and users : Parking Services

97. 97 Opinion of local services: Parking Services Percentage of users saying the service is good - excellent 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. 98 Opinion of local services: Parking Services Users Percentage of users saying the service is good - excellent 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. 99 15e.Opinion of Local Services Trends, all respondents and users: Parks, Playgrounds and Open Spaces

100. 100 Opinion of local services: Parks, playgrounds and open spaces Percentage of residents saying the service is good - excellent 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. Source Trend data: Barnet Residents’ Attitude Survey and Survey of Londoners

101. 101 Opinion of local services: Users of parks, playgrounds and open spaces Percentage of residents saying the service is good - excellent 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. Source Trend data: Barnet Residents’ Attitude Survey and Survey of Londoners

102. 102 15f.Opinion of Local Services, trends Trends, all respondents and users: Planning, Housing and Regeneration

103. 103 Opinion of local services: Council housing trends Percentage of residents saying the service is good - excellent 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. Source Trend data: Barnet Residents’ Attitude Survey and Survey of Londoners

104. 104 Council housing users (Council tenants) trends Percentage of users saying the service is good - excellent 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. Source Trend data: Barnet Residents’ Attitude Survey and Survey of Londoners Base for users: 284

105. 105 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. 106 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. 107 15g. Opinion of Local Services Trends, all respondents and users: Revenue and Benefits

108. 108 Opinion of local services: Collection of council tax trends Percentage of residents saying the service is good - excellent 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. Source Trend data: Barnet Residents’ Attitude Survey and Survey of Londoners

109. 109 Opinion of local services: Housing Benefit Service trends Percentage of residents saying the service is good - excellent 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. Source Trend data: Barnet Residents’ Attitude Survey and Survey of Londoners

110. 110 Opinion of local services: Users of Housing Benefits trends Percentage of users saying the service is good - excellent 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. 111 15h. Opinion of Local Services Trends, all respondents and users: Street based services

112. 112 Opinion of local services: Street lighting Percentage of residents saying the service is good - excellent 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. Source Trend data: Barnet Residents’ Attitude Survey and Survey of Londoners

113. 113 Opinion of local services: Street cleaning Percentage of residents saying the service is good - excellent 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. Source Trend data: Barnet Residents’ Attitude Survey and Survey of Londoners

114. 114 Opinion of local services: Quality of Pavements and Repairs of Roads Percentage of residents saying the service is good - excellent 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 Source Trend data: Barnet Residents’ Attitude Survey and Survey of Londoners

115. 115 15i. Opinion of Local Services, Trends, all respondents and users: Waste Collection

116. 116 Opinion of local services: Refuse Collection trends Percentage of residents saying the service is good - excellent 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. Source Trend data: Barnet Residents’ Attitude Survey and Survey of Londoners

117. 117 Opinion of local services: Recycling Facilities trends Percentage of residents saying the service is good - excellent 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. Source Trend data: Barnet Residents’ Attitude Survey and Survey of Londoners

118. 118 Opinion of local services: Users of Recycling Facilities trends Percentage of residents saying the service is good - excellent 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. Source Trend data: Barnet Residents’ Attitude Survey and Survey of Londoners

119. 119 15j. Opinion of Local Services Trends, all respondents and users: Trading Standards

120. 120 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. 121 15k. Opinion of Local Services Trends, all respondents and users: Social Service for Adults

122. 122 Opinion of Local Services: Adult Social Services trends Percentage of residents saying the service is good - excellent 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. 123 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. 124 16.Next steps and how the results will be used

125. 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 setting 1  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