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New Plymouth District Council Communitrak Survey Appendices February 2014

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New Plymouth District Council Communitrak Survey Appendices February 2014 NEW PLYMOUTH DISTRICT COUNCIL COMMUNITRAK SURVEY APPENDICES FEBRUARY 2014 NEW PLYMOUTH DISTRICT COUNCIL COMMUNITRAK SURVEY APPENDICES OF VERBATIM RESPONSES TO THE OPEN-ENDED QUESTIONS FEBRUARY 2014 National Research Bureau Ltd PO Box 10118, Mt Eden, Auckland, New Zealand P (09) 6300 655, F (09) 6387 846, www.nrb.co.nz CONTENTS Page No. Q3 Reasons why they were not very satisfied with Council’s response ........................... 1 a. “by phone”.. ............................................................................................................... 1 b. “in person”.. ............................................................................................................... 2 c. “in writing”.. .............................................................................................................. 3 d. “by email”.. ................................................................................................................ 4 e. “by social media (eg Facebook, Twitter)”.. ........................................................... 5 Q7 Reasons why they are not very satisfied with ................................................................. 6 a. “the ability to drive around the District quickly, easily and safely”.. ............... 6 b. “the quality of roads overall”.. ............................................................................... 9 c. “the quality and safety of footpaths”.. ..................................................................11 d. “the quality and safety of cycleways”.. ............................................................... 14 e. “flood protection”.. ................................................................................................. 17 f. “stormwater services (excluding flood protection)”.. ....................................... 18 g. “the availability of car parking in the District”.. ................................................ 20 h. “the water supply”.. ............................................................................................... 24 i. “animal control”...................................................................................................... 25 j. “the quality of parks and reserves, including the Coastal Walkway and Pukekura Park”.. ............................................................................................. 28 k. “the maintenance and presentation of urban landscapes and streets, particularly flowerbeds and displays”.. .............................................................. 29 l. “the quality of the venues for entertainment, cultural and sporting events in the District”.. ........................................................................................... 30 m. “the quality of entertainment, cultural and sporting events in the District”.. 31 n. “the quality of the District’s sportsfields”.. ......................................................... 32 o. “the quality of the District’s playgrounds”.. ....................................................... 33 p. “the quality of public toilets”.. .............................................................................. 34 q. “access to the natural environment, including the rivers, lakes, the mountain and the coast”.. ...................................................................................... 36 r. “rubbish collection and disposal”.. ...................................................................... 37 s. “the sewerage system”.. ......................................................................................... 40 t. “the library at Puke Ariki”.. .................................................................................. 41 u. “Community libraries, other than the Puke Ariki library”.. ............................ 42 v. “the museum at Puke Ariki”.. ............................................................................... 43 w. “the airport”.. .......................................................................................................... 44 x. “the assistance Council gives to the community, ie, grants to community organisations and general support to community groups”.. ........................... 45 y. “public swimming pools”.. ................................................................................... 46 z. “the quality of the New Plymouth District living environment is being maintained”.. ........................................................................................................... 47 Q11 Examples/instances that has led them to feel not very satisfied with the way rates are spent on the services and facilities provided by Council.. .......................... 48 Q13 Where or from whom do you mainly see, read or hear information about Council.. .............................................................................................................................. 51 Q14 Which newspapers are those.. ......................................................................................... 52 Q16b+c Things Council has done well in the past year.. ........................................................... 53 Q17b+c Things Council could have done better in the past year.. ........................................... 60 Q18 Things they would do if they wanted Council to do something.. ............................. 69 Q19a Services/facilities that it does best and reasons why.. ................................................. 70 Q19b Services/facilities that it does the worst and reasons why.. ....................................... 79 Q3 Reasons why they were not very satisfied with Council’s response a. “by phone”.. Poor attitude/poor service - “Not co-operative.” - “I had to collect our house plans and deliver them to a lady in the Council after she phoned me.” - “Not happy over service.” Hard to get to right person - “It took a while to get what I needed, got passed from person to person.” - “Rang phone number and was mucked around.” Lack of action/slow to act - “Ask them to do something and it is not done. This has happened twice in three weeks.” - “Party down the road - they spilt about 20 litres of paint on road. Rang Council as did five other residents, nothing happened, Marama Crescent. On video (recorded).” - “Rubbish bins at cemetery still full two days later after phoning Council.” - “Roading issue - reception process, do not know if they have done anything.” Don’t get back to you - “No one phoned back in response to my phone call.” Unsatisfactory outcome - “I wasn’t happy with the answer about the Government Valuation of my property.” - “Council made a friend take down her pool which was unnecessary.” - “I phoned the Council because we pay rates and we live near a Council reserve in Inglewood, like an estuary, on a river. I said I’ve got this flowering plant on the riverbank, can I bring it in and I did. Drove all the way to New Plymouth to show them the plant and they said we haven’t got any pamphlets to show what the plant is and I was to contact the Regional Council. They didn’t even have pictures of noxious weeds. There was no one from Parks and Reserves there.” - “The info they gave was not helpful at all.” Lack of staff - “Too many people on the lines, too few phones - hold the line they say. You hold it for ages.” - “There was nobody there to talk to - holidays. Just the lady at the desk, could not deal with my direct debit enquiry.” Others (issue only given) - “Asked about rubbish collection to be removed from my rates. I am paying twice.” - “Dog taken by dog ranger, entered through shut gate because registration a week overdue. Fine $350. 15 year old dog. Very stressful for dog and owner.” - “Contractor that was hired cut wrong trees on property. Left all except two.” 1 Q3 Reasons why they were not very satisfied with Council’s response b. “in person”.. Poor attitude/poor service - “Ignored and had to wait about half an hour.” - “I had to collect our house plans and deliver them to a lady in the Council.” Lack of staff - “You have to get an appointment. They take ages to have an appointment.” Lack of action/slow to act - “General Manager promised to do something for us but he failed to do so.” - “My stove in unit is anti-clockwise and won’t go. It needs to be fixed so I can cook on it. Please, please fix it for me.” Others - “Dog taken by dog ranger, entered through shut gate because registration a week overdue. Fine $350. 15 year old dog. Very stressful for dog and owner.” 2 Q3 Reasons why they were not very satisfied with Council’s response c. “in writing”.. No response/slow - “Haven’t received a reply.” - “Too long to reply. Very slow, couple of months to reply instead of standard reply. Did sort in the end.” - “Building consent 10 working days. They miss their deadlines. You have to keep phoning. It is unsatisfactory. This is commercial work. You pay a cheque and action is delayed.” Others - “Parking ticket matter poorly handled by the Council.” 3 Q3 Reasons why they were not very satisfied with Council’s response d. “by email”.. Lack of action/slow - “They took a while to answer, didn’t answer until I sent a second email.” - “Expect more from them. No action. They need to do more about complaints.” - “Roading issue - three months before something was done.” - “They did respond but they did not fix the problem. I have contacted them by phone now and waiting to see if they will fix the problem - the Engineers.” Don’t get back to you/no follow up - “They don’t get back. I’d give them two out of ten. Revamping must start at the top - CEO.
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