LISTENING BOLSOVER Bolsover District Citizens' Panel November

LISTENING BOLSOVER Bolsover District Citizens’ Panel

November 2017 Questionnaire Survey

Customer Service Standards Streetscene Services

FINAL

Prepared by

Richard Gadsby Improvement Officer

16 January 2018

Contents

Chapter Pages

1 Methodology and profile 3-4

Survey findings:

2 Customer Service Standards 5-16

3 Streetscene Services 17-42

Appendices a) Customer Services Standards – Breakdown of results 43-47 b) Streetscene Services: Open-ended responses in full 48-56

Questionnaire 58

Document Control

Project title: Bolsover Citizens’ Panel November 2017

Document type: Final Report

Issue Date Distribution Draft 20/12/2017 Steve Brunt, Ann Bedford, Kath Drury, Debbie Whitehead, Alison Donohoe.

Final 16/01/2018 Steve Brunt, Ann Bedford, Kath Drury, Debbie Whitehead, Alison Donohoe.

1 Methodology and Profile

Background and Introduction

The Bolsover District Citizen Panel is now administered solely by Bolsover District Council. Previously, the panel was jointly administered by Derbyshire County Councils and the district.

In November 2017 Bolsover District Council conducted a survey with Bolsover Citizens Panel to identify people’s views on:

 Customer Service Standards  Streetscene Services

This survey continued with the approach of asking for key demographic information (gender, age, ethnicity and disability) within the questionnaire to assess how representative the response is compared to the profile of the district.

This report presents an analysis of the responses received. Once published, all reports are available to view and download at the Council’s consultation website www.askderbyshire.gov.uk.

Methodology

The questionnaire contained 10 sides of questions including a standard set of demographics questions at the end of the survey. The survey was available to complete on-line, as well as via a paper questionnaire.

In total 667 questionnaires were sent out on 3rd November 2017 and respondents were given 3 weeks, until Friday 24th November 2017, to return their responses. Each survey was accompanied by a covering letter and a newsletter. A total of 330 replies were received making the response rate to this survey of 49%.

The margin of error tells us how accurate the results are. The greater the margin of error, the lesser the accuracy of the data. Given a District population of 62,192 residents aged 16+ (2011 population census), and with the response rate to this survey, using a 95% confidence level, the margin of error is 5.0+/-%. This result means that we can be 95% confident that the results are accurate to within 5.0+/-%. It is important to take this into account when comparing these results with historical data.

Profile of Respondents

The information in this section compares the profile of respondents to this survey with the District as a whole at the time of the 2011 Population Census. This helps indicate how representative the findings are and should be taken into consideration alongside the results.

Respondents to Survey Population Figures (CP Nov 2017) (2011 Census) Respondent characteristic % %

Gender Male 56 49 Female 44 51

Age Group (age% as proportion of 2011 population aged 16+)

16 – 24 years 0 13 25 – 64 years 51 65 65 years and over 49 22

Ethnicity White British or Irish 99 97 Ethnic Minority (including white, other) 1 4

Disability Yes 35 29* No 65 71*

*Percentage of residents aged 16+ years who said their day to day activity is limited ‘a little’ or ‘a lot’

Responses to this questionnaire are over representative of the age group 65 years and over, and is under representative of the younger age groups compared to the age profile of those aged 16+ in the District at the time of the 2011 population census. The panel is also slightly over representative of people with a disability.

2. Customer Service Standards

Bolsover District Council has a set of customer service standards which are called the ‘Customer Service Code of Practice and Standards’. These standards are based on best practice, and are in line with North East Derbyshire District Council.

The Council also has a joint ‘Compliments, Comments and Complaints’ policy which sets out a standardised and centralised approach to handling complaints.

Both documents are being renewed therefore the Citizens’ Panel were asked for their views will help the Council to shape its services to the public.

Executive Summary

In addition to the Citizens’ Panel, during Customer Services Week 2017, (W/C 2nd October 2017) customers and residents were also invited to help shape the Council’s Customer Service Standards. Paper surveys were available at each contact centre and a web-link to the survey was posted on the Council’s Website. In total 26 respondents gave their views.

The main body of the report shows the combined responses (330 Citizens Panel and 26 customers / residents). A breakdown of Citizens Panel and customer / resident responses is shown in the appendix.

Service Standards

Survey respondents are most satisfied that their personal data is kept secure (8.83), and least satisfied with being kept informed (7.09).

The top priority for improvement is Being kept informed (-1.77), followed by Receiving accurate information (-1.71) and Being dealt with quickly (-1.54).

Respondents are most happy with the disabled accessibility of the offices (83%) and opening times of telephones and offices (80%). Respondents are least happy with Twitter feeds (61%) and webchat (63%).

The most important area and top priority for improvement is that the Council learns from its mistakes (-3.56PFI). People also indicate they expect a clear response which should cover all issues raised. These are the top three Priorities for Improvement (PFI).

Complaints

Just over half of respondents (53%) were not aware of how to make a second stage/formal complain. The majority of respondents (76%) felt that 10 working days is a reasonable timescale to respond to complaints.

Survey Results

Service Standards

Q1 When contacting the Council, how important are the following to you? and Q2 If you have been in contact with the Council in the last three (3) years, how satisfied were you with the following?

244 respondents indicated they had been in contact with the Council in the last three years. Priorities for Improvement (PFI) are calculated by asking how important each requirement is then asking how satisfied people are with the those requirements.

Respondents are most satisfied that their personal data is kept secure (8.83), and least satisfied with being kept informed (7.09).

The top priority for improvement is Being kept informed (-1.77), followed by Receiving accurate information (-1.71) and Being dealt with quickly (-1.54).

Requirement (Base: a 356, b 244) Importance (a) Satisfaction (b) PFI (b-a) Being kept informed 8.86 7.09 -1.77 Receiving accurate information 9.21 7.50 -1.71 Being dealt with quickly 8.72 7.18 -1.54 Officers having relevant knowledge 8.97 7.69 -1.27 Being listened to 9.24 8.09 -1.16 Officers having local knowledge 8.61 7.66 -0.94 Being treated with respect 9.11 8.26 -0.86 Officers using ‘Plain English’ 8.91 8.40 -0.51 Having your personal data kept secure 9.34 8.83 -0.50

Inportance and Satisfaction 5.00 6.00 7.00 8.00 9.00 10.00

Being kept informed 7.09 8.86 Receiving accurate information 7.50 9.21 Being dealt with quickly 7.18 8.72 Officers having relevant knowledge 7.69 8.97 Being listened to 8.09 9.24 Officers having local knowledge 7.66 8.61 Being treated with respect 8.26 9.11 Officers using ‘Plain English’ (non … 8.408.91 9.34 Having your personal data kept… 8.83 Importance (a) Satisfaction (b)

Priority for Improvement (PFI)

-1.77 Being kept informed

-1.71 Receiving accurate information

-1.54 Being dealt with quickly

-1.27 Officers having relevant knowledge

-1.16 Being listened to

-0.94 Officers having local knowledge

-0.86 Being treated with respect

-0.51 Officers using ‘Plain English’

-0.50 Having your personal data kept secure

-2.00 -1.80 -1.60 -1.40 -1.20 -1.00 -0.80 -0.60 -0.40 -0.20 0.00 7

Q4 Thinking about the services the Council offers, how happy are you with the following aspects (Please only answer for the ones you use)

Satisfaction (out of 10)

Disabled accessibility of the offices 8.28 The opening times for telephones 8.03 The opening times of offices 8.03 E-mail enquiries 8.02 Website payments 7.05 Website forms 7.00 Website information – is it easy to … 6.93 Facebook information 6.47 Webchat 6.33 Twitter feeds 6.12

0.00 2.00 4.00 6.00 8.00 10.00

Satisfaction score (out of 10) Disabled accessibility of the offices 8.28 The opening times for telephones 8.03 The opening times of offices 8.03 E-mail enquiries 8.02 Website payments 7.05 Website forms 7.00 Website information – is it easy to navigate 6.93 Facebook information 6.47 Webchat 6.33 Twitter feeds 6.12

Q3. Which Service did you need? (Multiple Choice - Asked in Citizen's Panel only)

Environmental Health 37% Council Tax 23% Housing Repairs 17% Contact Centres 17% Planning 15% Benefits 14% Leisure 12% Pest Control 10% Elections 10% Property & Estates 9% Housing 8% Licensing 1% NNDR (Business Rates) 0% Finance 0% Business Advice 0% Which service(s) did you need?

Most enquiries related to Environmental Health (37%) and Council Tax (23%).

Q5 Are your requirements being met or have you anything else that you would like to make us aware of?

Q5 Are your requirements being met or have you anything else that you would like to make us aware of: Requirements are being met (x) / No have been happy with service all round N/A / No (x6) Attitude at Contact Centres from staff can be quite intimidating Bolsover Council work in a very political environment and as such play the political game. If a Labour Councillor doesn't want it to happen it doesn't happen...... example Take Away restaurant in Barlborough CAN Ranger provides no feedback to monitor their action Car Parking, Litter, Counsellors not taking action. Comments and issues seem to be taking months to resolve or are being totally ignored with regard to leisure services Complained a couple of times recently, nothing happened about the problem raised as yet, no feedback given. Despite the excellent efforts of the environmental health team our neighbours tenant continues to flout the law by lighting fires with rubbish leading to clouds of black smoke. Dog fouling, Fly tipping, overgrown hedges, dog bins seriously over full. Grass cutting on roadside I always contact Bolster District Council, by phone and have always received very piloted well mannered staff, No complaints. I have a continual problem with drinkers and their rubbish at the rear of my property. It is at random times so I acknowledge a problem. However I was given information that was untrue and when I complained the original message was almost denied. The stage two complaint supposedly to be examined by the CEO was signed off by a minor manager from Parks and Leisure who would know nothing of the problem and probably never read the letter he signed. The problem continues. It will become less during the cold weather but why put up 'no drinking' signs if you are not willing to enforce them. Some of the offenders drive away! I have found the website 'down' too often at weekends and evenings. You also need a facility to send photos with the webmail similar to the County Council. I have not needed to contact BDC in the last three years (apart from this survey!). However I am happy that all these services are still available and still provided by the District Council and not given over to any profit-driven private contractor. I have occasionally reported things to the council such as street lights not working or broken street name signs and they have been dealt with promptly. Thank you. I usually have my queries dealt with by phone and haven’t had need to use the other services. I would like to see care emptying our dustbins in particular the garden waste where we have been left repeatedly with a nearly full bin. In my opinion it isn't the services you offer its the public’s lack of knowledge of them. It would have been nice to get a reply to an enquiry I sent via the online form, which I am still awaiting

Keeping myself up to date with my rent. Council tax payments am I keeping them up to date each payment made and could there be an update more regular for peace of mind. Making my reference regarding Bolsover Dist Council, I must make the point that I attend Parish mtgs on a regular basis-four of our Parish Councillors (Clown) are on the District Council-general opinion is these four are very undemocratic, rude & do not listen at all to the public Pest control easy to access and polite and quick to respond. Benefits were dealt with easily but only after getting information from CAB. Response from the Council very poor in relation to parks, pathways and general maintenance of same. Please note there is no n/a in this section. I have answered these 5 as I have no opinion as I have not used them Proper answers to queries not received suggestions on Health and Safety not followed up Recently I was waiting for a Council Tax refund. A short e-mail or text to say it had been paid would have been helpful- instead I had to keep trawling through my bank statements until it was paid in. Requirements not met. Half the time, I receive an acknowledgement, but then nothing more. For example, the burgundy bin collectors managed to break the black newspaper container inside the bin. The council responded to my complaint, and send me strong canvas bag as a replacement. Shortly after, the bin collectors took the newspapers and the bag, and put it in the dustbin lorry. My complaint about this in May is still awaiting a response. I also act as the contact for the company I work for. We complained about a local business not conforming to planning permission given by the council. In fact, we have complained several times. The council shows interest at the beginning, but each time the interest wanes. to the point where we have to ask the council what is happening. All we do know is that the offending business continues to flout its planning approval. The hedge by our house is over 10ft tall and we have been trying for three years to get it cut but NOTHING has been done about it The web page is too "messy" The website since its redesign a few months ago is horrible, I now cannot find the same things that I could easily find before. And that's not just because it’s in a different place, the whole design is not intuitive - or easy to navigate, items are under some headings that don’t make sense - just awful. Although it looks very pretty, I have found I cannot do anything on it that I used too, and have to resort to calling in during opening hours (whilst I am at work) Trying for a bus for Mansfield from King of Diamonds Langwith Junction. No buses run at all. Both go round Pear Tree estate never been opened back up from taking bridges out. We had trouble with bin collections being told the vehicle could not get access. The last few months have been good due to rural vehicle being used and collection day changed. When I first contacted the council I was promised a return phone call. After waiting 2 weeks I phoned again and was properly dealt with! Would prefer the council to have remained in BOLSOVER. The bus service to Clowne is diabolical. We don't all have cars if a family does have a car it's being used by the breadwinner during office hours.

Complaints

Q6 Are you aware of how you can make a second stage/ formal complaint? (Asked in Citizen's Panel only)

Q6 Are you aware of how you can make a second stage/ formal complaint? (Asked in Citizen's Panel only) (Base:327) Yes 77 24% No 86 26% Never made a complaint 164 50%

Discounting those who have never made a complaint, just over half of respondents (53%) were not aware of how to make a second stage/formal complain.

Q7 What do you think is a reasonable response timescale? (Asked in Citizen's Panel only)

Q7 What do you think is a reasonable response timescale? (Asked in Citizen's Panel only) (Base:322) 10 working days 245 76% 15 working days 64 20% 20 working days 13 4%

The majority of respondents (76%) felt that 10 working days is a reasonable timescale to respond to complaints.

Q8 How important are these aspects of complaint handling to you? and Q9 If you have complained in writing to the Council in the last three (3) years, how satisfied were you with those aspects?

62 respondents indicated they had made a complaint in the last three years. Importance exceeds satisfaction in each area, however the most important area and top priority for improvement is that the Council learns from its mistakes (-3.56PFI). Customers also indicate they expect a clear response and that it should cover all issues raised. These are the top three Priorities for Improvement (PFI).

Importance (a) Satisfaction (b) PFI (b-a) The Council to learn from its mistakes 9.35 5.79 -3.56 The response to cover all the issues raised 9.33 5.90 -3.43 A clear response 9.35 6.16 -3.18

What my options are if I’m not happy 9.19 6.15 -3.04

For there to be a review process 9.08 6.19 -2.89 It to be neutrally investigated 9.02 6.45 -2.57

Priorities for Improvement (PFI)

-3.56 The Council to learn from its mistakes

-3.43 The response to cover all the issues raised

-3.18 A clear response

-3.04 What my options are if I’m not happy

-2.89 For there to be a review process

-2.57 It to be neutrally investigated

-4.00 -3.50 -3.00 -2.50 -2.00 -1.50 -1.00 -0.50 0.00

Q10 Are there any important aspects we have not considered?

Complaints about empty properties not dealt with by local Council and e-mail address for the relevant Council not working. Eventually had to write to the North Derbyshire Council and did receive a thorough response. So was eventually satisfied. Comprehensive For confidentiality to be respected. If you send out a letter of complaint then you should send out when it has been resolved Just to get a response in the first place might be a start. Listening to peoples planning concerns - unlimited development due to lack of local plan. Public attendance at Council Meetings gives the impression of being an unwelcome intrusion into the workings of the council meeting. Questions only appear to be 'tolerated' by the council leaders, because they have to. Seven clear days notice to be given if members of the public want to ask a question is beyond reasonable. Derbyshire C.C. only require three days notice. Service users/customers enquiries not always answered The Council do not investigate further, they have a decision and again politically support the decision made. The Council persists in using language that is not plain English and in only splitting responses down to areas which only make sense to the Planning people and not "Jo Public". Why is the Tibshelf Miners Welfare still derelict and dangerous after 50 years? Yes. The neutral investigator must check physically the problem and not just read and send out the stage 2 complaint/answer again. Yes. The neutral investigator must have knowledge of the reason for the complaint not just repeat the original response. In my case it was clear that untruths had been given by Council Workers and Police to the council and the stage 2 investigator denied one item and excused the second without giving reason for the third. Socialism at its best.

Q11 Do you have any other comments? Yes, why do the council grass cutting staff, cut the grass when it’s raining as they cut the grass to short and churn up what grass is left. Tenants should be given a choice ,they cut the grass themselves or they let the council do it.

Q11 Do you have any other comments? Yes, make sure complaints are dealt with by people who know the situation. Not what someone has told them. Are you aware that the Police have to see someone drinking to take action and the CAN Rangers have no power of arrest. No-one accepts responsibility so why are we paying them. The Council are not interested in the public they just cover their backs and give the public the minimum information possible Not all departments at Bolsover Council respond properly. I received an email several years ago to say some work was going to be done on trees in the area, I emailed the council to find out if there was a date for this work but never received a reply. Property on Longcroft View being used as accommodation for persistent troublesome residents For a couple of years we had to endure a lot of problems caused and the next occupant is also a person who was moved from her previous residence because of trouble caused, and complaints from neighbours. Next door to her are now having trouble with her "grandchildren" i.e. fences broken and damage in their back garden. As above, and it should be clearly shown there is a complaints procedure, and a link to what it is. Share learning the lessons with the public where possible /relevant. To show a council who is willing to listen and learn I think the Council do a good job Not bothered to complain as I don't think that the Council listens I have not used anything from BDC at anytime I have made several complaints to the council over the last 13 years about the state of mold in my flat-it is only the last 4 months I have noticed the council are starting to maybe listen to any complaint I have raised before Spoke about this problem to councillor no one listens. We need a bus to Mansfield from the middle Langwith Junction Regarding universal credit - could the council give benefit claimants 3 months notice when it is due to start in the household instead of the 1 month? Also we're not on the internet anymore, as our benefits have been cut a lot, is there a service to help people in these circumstances without going onto the internet? What about a free phone number to glue to those in trouble for help in need? for instance we found out that claimants who have landline phones only can go on a BT package called BT basic which charges only £5 monthly! Not assume that it is ok that you have told them over the phone it has been resolved. If you send a letter to start with you should follow it up with a clearance letter not a phone call Comments from question 12. Clowne would be less tidy without [member of public] (From Stanfree) picking litter voluntarily More speed signs locally, forever seeing motorists 'blatantly' exceeding speed limits through Hodthorpe Queens road especially at school times

Q11 Do you have any other comments? Stop taking the word of your workers as the truth. They are often telling you what you want to hear or their statements are being 'adjusted' to suit the Council response. A strict 15 minutes allowed for all public questions and answers at B.D.Council meetings is far too restrictive and could be viewed as undemocratic by the local voting council taxpayers. Investigations should be investigated by an outside agency, Bolsover are not honest in their dealings with the public Why, when making a complaint with regards to building on Greenfield land there is a restructure to give an honest answer. council had wrongly applied its own criteria for council tax disabled relief application form incorrect On the street front - Due to new street lighting the street is now a lot darker and I feel that over the dark nights people will not feel safe and is an open opportunity for threat etc. in the area as people can now not see as previous. Our car is now very much at risk as it can no longer be seen from our window. It's the public’s lack of knowledge and how we educate them that matters the most to how local government operates. Then we would understand how revenues are raised and spent Speeding motorists on chesterfield road Tibshelf and no 30 limit signs that light-up to warn them!! All things considered I think we have a pretty good council! I think the council should look into and stop the cars that are being offered for sale on the small grass verge at the side of Broughton lane. It is difficult enough for pedestrians to cross the road there to reach the cemetery If someone makes a complaint a quick response is essential as it makes people feel ignored if they are not contacted. I have not complained in writing or by phone , As the service has always been good.

3. Streetscene Services

Bolsover District Council’s Streetscene department undertakes street cleaning services including litter picking, providing litter and dog waste bins, removal of fly tipping and highway cleaning. They also provide ground maintenance services such as landscaping, planting and grass cutting in public areas; highway weed control; and tending.

The survey aims to find out how satisfied or dissatisfied people are with the way Bolsover District Council carry out these services.

Where relevant, results have been compared against the data from the November 2015 and 2013 Citizen’s Panel.

Executive Summary

Prioritisation of Services

The top three areas of importance were litter pickers (68%), dog waste bins (49%) and litter / environmental wardens (40%). This follows a similar trend from 2015 and 2013.

Litter

Respondents believe the main sources of litter are takeaways (77%), followed by pedestrians (67%) and thrown from vehicles (66%). This mirrors the results found in 2015.

Satisfaction trends for litter control have generally improved since 2015 returning to levels similar to those found in 2013.

70% of respondents indicated that they were either very or fairly satisfied with litter control in their street. 65% were either very or fairly satisfied with litter control in town centres, and 54% were either very or fairly satisfied with litter control in green and open spaces.

Satisfaction with the number of litter bins are showing uplifts in each area however satisfaction is still below 50% overall:-

 36% satisfaction with the number of litter bins in their street.  50% satisfaction with the number of litter bins in town centres  43% satisfaction with the number of litter bins in green and open spaces

58% of respondents indicated they were very or fairly satisfied with the emptying of litter bins in their area. Very satisfied responses are the highest of the last three surveys (21%), with overall satisfaction improving by 6 percentage points since 2015.

58% of respondents indicated they were very or fairly satisfied that their area is kept free from litter. Overall satisfaction is at the highest since 2013 with results improving since the last time the survey was conducted in 2015.

53% of respondents indicated that the amount of litter on footpaths and verges has stayed about the same, with 41% indicating that it has increased or significantly increased.

People overwhelmingly support enforcement against individuals and business for littering offences (94% in support of action against people and 97% support action against business).

Dog fouling

38% of respondents indicated satisfaction with the number of dog waste bins on their street. 37% were very or fairly satisfied with the number of dog waste bins in town centres and 41% were very or fairly satisfied with the number of dog waste bins in green open spaces. Satisfaction trends have improved since 2015 returning to levels similar to those found in 2013.

47% of respondents indicated they were very or fairly satisfied with the emptying of dog waste bins in their local area, with 25% of respondents indicating they were fairly or very dissatisfied.

38% of respondents believed there has been an increase the amount of dog fouling on footpaths and verges. The majority however (44%) believe it has stayed the same.

33% of respondents indicated that they were very or fairly satisfied with the control of dog fouling which is an 8 percentage point (pp) increase from 2015.

Grounds Maintenance

Satisfaction levels for grounds maintenance range from a high of 66% (sports and recreational grounds) to a low of 45% (road verges). Satisfaction with grounds maintenance has improved from 2015 in all areas apart from your street which has decreased slightly.

65% of respondents were satisfied that shrub and flower beds are kept free of weeds, and 68% were satisfied that shrub and flower beds are well stocked with plants. 57% were satisfied they are kept litter free and a high of 68% were satisfied that they are kept generally well presentable. In general, results are slightly better than those found in 2015.

The majority of respondents (58%) indicated that the amount of shrub and flower beds is about right, with 34% indicating not enough.

Six in ten respondents indicated that grassed verges and public open spaces are cut about the right amount, with around a third indicating they are not cut enough. The result mirrors that found in 2015.

Parks and recreation grounds The most popular reason for visiting local parks is to take exercise (43%), followed by walking / dog walking (39%). Results are consistent with those found in previous years.

The number one reason why people haven’t visited a park or recreation ground in Bolsover District was not enough time (22%). In previous years, antisocial behaviour had been the key issue.

Survey Findings

Litter

Q12 How satisfied or dissatisfied are you with the litter control in your area?

100% Very dissatisfied 80% Fairly dissatisfied 60% Neither satisfied 40% nor dissatisfied Fairly satisfied 20%

0% Very satisfied Your street Town centres Green open spaces

Green open litter control (2017) Your street Town centres spaces Base: 325 307 312 % % % Very satisfied 29 13 13 Fairly satisfied 41 52 41 Neither satisfied nor dissatisfied 7 15 17 Fairly dissatisfied 12 13 20 Very dissatisfied 11 7 10

Satisfaction with litter control: Trends

Looking over the last three surveys, satisfaction trends have generally improved since 2015 returning to levels similar to those found in 2013.

litter control Green open trends Your street Town centres spaces % % % Citizens Panel: 2015 2013 2015 2013 2015 2013 Very satisfied 25 22 12 10 11 9 Fairly satisfied 46 48 49 53 42 46 Neither 7 9 16 16 16 16 Fairly dissatisfied 15 13 17 15 23 23 Very dissatisfied 7 8 6 6 8 11

75 70 65 Your street 60 Town centres 55 Green open spaces 50 2013 2015 2017

Q13 How satisfied or dissatisfied are you with the sweeping of streets in your area?

61% of respondents indicated that they were either very or fairly satisfied with sweeping of streets in their street and 60% indicated that they were either very or fairly satisfied with sweeping of streets in town centres.

100% 90% Very dissatisfied 80%

70% Fairly dissatisfied 60% 50% Neither satisfied nor dissatisfied 40% 30% Fairly satisfied 20% Very satisfied 10% 0% Your street Town centres

Sweeping of streets (2017) Your street Town centres Base: 326 305 % % Very satisfied 21 16 Fairly satisfied 40 44 Neither satisfied nor dissatisfied 10 20 Fairly dissatisfied 18 14 Very dissatisfied 10 6

Satisfaction with Sweeping of streets: Trends

Satisfaction trends have improved since 2015 returning to levels similar to those found in 2013.

Sweeping of streets trends Your street Town centres % % Citizens Panel: 2015 2013 2015 2013 Very satisfied 18 16 12 10 Fairly satisfied 38 43 45 51 Neither 12 13 23 19 Fairly dissatisfied 21 17 15 13 Very dissatisfied 11 11 5 10

62 60 58 Your street 56 Town centres 54 52 2013 2015 2017

Q14 How satisfied or dissatisfied are you with the number of litter bins in your area?

36% of respondents indicated that they were either very or fairly satisfied with the number of litter bins in their street and 41% were dissatisfied with the same.

50% indicated that they were either very or fairly satisfied with the number of litter bins in town centres and 34% were dissatisfied with the same.

43% indicated that they were either very or fairly satisfied with the number of litter bins in green and open spaces, and 37% were dissatisfied with the same.

Number of litter bins 100% Very dissatisfied 80% Fairly dissatisfied 60% Neither 40% Fairly satisfied 20% Very satisfied 0% Your street Town centres Green open spaces

Green open Number of litter bins (2017) Your street Town centres spaces Base: 322 310 311 % % % Very satisfied 9 10 10 Fairly satisfied 27 40 33 Neither satisfied nor dissatisfied 22 15 20 Fairly dissatisfied 21 25 23 Very dissatisfied 20 9 14

Number of litter Green open bins- trends Your street Town centres spaces % % % Citizens Panel: 2015 2013 2015 2013 2015 2013 Very satisfied 10 9 10 7 8 7 Fairly satisfied 21 20 37 42 32 32 Neither 19 24 22 18 23 19 Fairly dissatisfied 26 24 22 23 25 28 Very dissatisfied 24 23 9 10 12 14

Satisfaction with number of litter bins: Trends

Satisfaction with the number of litter bins are showing uplifts in each area.

55 50 45 Your street 40 35 Town Centres 30 Green open Spaces 25 20 2013 2015 2017

Q15 How satisfied or dissatisfied are you with the emptying of litter bins in your area?

58% of respondents indicated they were very or fairly satisfied with the emptying of litter bins in their area.

Very satisfied responses are the highest of the last three surveys (21%), with overall satisfaction (58%) improving by 6 percentage points since 2015.

100% 90% Very dissatisfied 80% 70% Fairly 60% dissatisfied

50% Neither satisfied 40% nor dissatisfied

30% Fairly satisfied 20%

10% Very satisfied 0% 2017 2015 2013

Emptying of litter bins

Emptying litter bins (2017) Base: 304 % Very satisfied 21 Fairly satisfied 37 Neither satisfied nor dissatisfied 21 Fairly dissatisfied 14 Very dissatisfied 8

Emptying litter bins trends %

2015 2013 Very satisfied 17 14 Fairly satisfied 35 43 Neither satisfied nor dissatisfied 26 25 Fairly dissatisfied 14 13 Very dissatisfied 8 5

Q16 Overall, how satisfied or dissatisfied are you that your area is kept free from litter?

58% of respondents indicated they were very or fairly satisfied that their area is kept free from litter, whilst 31% of respondents indicated they were very or fairly dissatisfied that their area is kept free from litter.

Overall satisfaction (58%) is at the highest since 2013 with results improving since the last time the survey was conducted in 2015.

100% 90%

80% Very dissatisfied 70% 60% Fairly dissatisfied 50% Neither satisfied nor 40% dissatisfied 30% Fairly satisfied 20% 10% Very satisfied 0% 2017 2015 2013 Keeping area free of litter

Keeping area free of litter (2017) Base: 327 % Very satisfied 13 Fairly satisfied 45 Neither satisfied nor dissatisfied 11 Fairly dissatisfied 19 Very dissatisfied 12

Keeping area free of litter - trends %

2015 2013 Very satisfied 9 9 Fairly satisfied 44 46 Neither satisfied nor dissatisfied 17 15 Fairly dissatisfied 16 18 Very dissatisfied 14 12

Q17 Where do you believe the main source of litter comes from? Please choose all that apply

Respondents believe the main sources of litter are takeaways (77%), followed by pedestrians (67%) and thrown from vehicles (66%). This mirrors the results found in 2015.

Take-aways Pedestrians Thrown from vehicles Schools Shops Other Industrial premises

77% 67% 66%

32% 26% 12% 5%

Where do you believe the main source of litter comes from?

Source of litter (2017) Base: 327 % Take-aways 77 Pedestrians 67 Thrown from vehicles 66 Schools 32 Shops 26 Other 12 Industrial premises 5

Other sources of litter (2017) – Wordcloud showing most common 25 words

A full list of comments is included in the appendix.

Q18 Do you think that over the last twelve months the amount of litter on footpaths and verges has...... ?

53% of respondents indicated that the amount of litter on footpaths and verges has stayed about the same, with 41% indicating that it has increased or significantly increased. 6% indicated that it had decreased or significantly decreased.

100%

90% Don’t know 80% Significantly decreased 70% 60% Decreased 50% Stayed about the same 40% Increased 30% 20% Significantly increased 10% 0% Litter on footpaths

Amount of litter on footpaths and verges (2017) Base: 327 % Significantly increased 10 Increased 31 Stayed about the same 53 Decreased 5 Significantly decreased 1 Don’t know 1

The results are broadly comparable with those found in 2015.

Q19 Do you agree that enforcement action should be taken against people who drop litter in your neighbourhood?

The overwhelming majority of respondents (94%) agreed that enforcement action should be taken against those who drop litter. A similar result was found in 2015 (98% yes).

Enforcement action against people (2017) Base: 327 % Yes 94 No 2 Don’t know 3

Q20 Do you agree that enforcement action should be taken against businesses in your neighbourhood that do not dispose of their waste in a proper and legal manner?

The overwhelming majority of respondents (97%) agreed that enforcement action should be taken against businesses that do not dispose of their waste in a proper and legal manner. A similar result was found in 2015 (98% yes).

Enforcement action against businesses (2017) Base: 329 % Yes 97 No 1 Don’t know 2

Dog Fouling

Q21 How satisfied or dissatisfied are you with the number of dog waste bins in your area?

38% of respondents indicated that they were either very or fairly satisfied with the number of dog waste bins on their street. 37% were very or fairly satisfied with the number of dog waste bins in town centres and 41% were very or fairly satisfied with the number of dog waste bins in green open spaces.

100% Very dissatisfied 80% Fairly dissatisfied 60% Neither satisfied nor 40% dissatisfied 20% Fairly satisfied

0% Very satisfied Your street Town centres Green open spaces

Number of dog waste bins Green open Your street Town centres (2017) spaces Base: 319 293 308 % % % Very satisfied 8 6 8 Fairly satisfied 30 31 33 Neither satisfied nor dissatisfied 25 29 23 Fairly dissatisfied 19 22 21 Very dissatisfied 18 12 15

Number of dog Green open waste bins - Your street Town centres spaces trends % % % Citizens Panel: 2015 2013 2015 2013 2015 2013 Very satisfied 10 8 5 4 8 6 Fairly satisfied 24 29 24 33 30 37 Neither 20 20 32 24 20 17 Fairly dissatisfied 24 24 25 23 25 24 Very dissatisfied 22 19 13 15 16 17

50 Your street 40 Town centres 30 Green open 20 spaces 2013 2015 2017 Satisfaction trends have improved since 2015 returning to levels similar to those found in 2013.

Q22 How satisfied or dissatisfied are you with the emptying of dog waste bins in your area?

47% of respondents indicated they were very or fairly satisfied with the emptying of dog waste bins in their local area, with 25% of respondents indicating they were fairly or very dissatisfied.

100% 90% 80% 70% Very satisfied 60% Fairly satisfied 50% Neither 40% Fairly dissatisfied 30% Very dissatisfied 20% 10% 0% Emptying of dog waste bins

Emptying of dog waste bins (2017) Base: 255 % Very satisfied 13 Fairly satisfied 34 Neither 29 Fairly dissatisfied 10 Very dissatisfied 15

Emptying of dog waste bins % Citizens’ Panel 2015 2013 Very satisfied 12 13 Fairly satisfied 35 36 Neither 29 26 Fairly dissatisfied 14 15 Very dissatisfied 11 10

Satisfaction with emptying of dog waste bins reflects the results from 2015 and 2013.

Q23 Do you think that over the last twelve months the amount of dog fouling on footpaths and verges has...?

38% of respondents believed there has been an increase the amount of dog fouling on footpaths and verges. The majority (44%) believe it has stayed the same. 100% 90% 80% Significantly increased 70% Increased 60% 50% Stayed about the same 40% Decreased 30% Significantly decreased 20% 10% Don’t know 0% Litter on footpaths

Amount of dog fouling (2017) Base: % Significantly increased 12 Increased 26 Stayed about the same 44 Decreased 13 Significantly decreased 1 Don’t know 4

Amount of dog fouling - Trends % Citizens’ Panel 2015 2013 Significantly increased 12 10 Increased 28 27 Stayed about the same 44 48 Decreased 10 14 Significantly decreased 2 1 Don’t know 4 0

Results reflect those found in 2015 and 2013.

Q24 How satisfied or dissatisfied are you with the control of dog fouling in your local area?

33% of respondents indicated that they were very or fairly satisfied with the control of dog fouling which is an 8 percentage point (pp) increase from 2015. 40% indicate dissatisfaction with the control of dog fouling, which is an 11 pp decrease from 2015.

100% Very dissatisfied 80% 60% Fairly dissatisfied 40% Neither satisfied nor 20% dissatisfied 0% Fairly satisfied Control of dog fouling

Control of dog fouling (2017) Base: 324 % Very satisfied 5 Fairly satisfied 28 Neither 27 Fairly dissatisfied 23 Very dissatisfied 17

Control of dog fouling - Trends % Citizens’ Panel 2015 2013 Very satisfied 2 n/a Fairly satisfied 23 n/a Neither 23 n/a Fairly dissatisfied 32 n/a Very dissatisfied 19 n/a

Q25 Do you have any other comments to make on dog fouling?

Other comments on dog fouling (2017)

Typical comments include: Not enough bins anywhere. We are expected to pick it Not enough dog bins / up but have nowhere to put it. Especially off the dog bins often full (x14) beaten track

Owners should be named and shamed as well as Punishment (x8) heavily fined

Lack of enforcement There should be someone hired to patrol periodically and visibility of dog to monitor dog fouling and I cannot remember last wardens and patrols time I saw a dog warden patrol. (x5) I would like to see large signs on lampposts not just Additional signage (x3) on bins

A full list of comments is included in the appendix.

Grounds Maintenance

Respondents were advised that grounds maintenance services include landscaping, planting and grass cutting in public area: highway weed control and tending to sports and recreational areas.

Q26 Generally, how satisfied or dissatisfied are you with the performance of the Council’s grounds maintenance services in the following areas….?

Grounds Maintenance Performance 100% 90% Very dissatisfied 80% 70% 60% Fairly dissatisfied 50% 40% 30% 20% Neither 10% 0% Fairly satisfied

Very satisfied

Satisfaction levels for grounds maintenance range from a high of 66% (sports and recreational grounds) to a low of 45% (road verges):-

 62% Your street  64% Children’s playgrounds  66% Sports and recreation grounds and parks  64% Green open spaces  47% Weed control on roads and highways in your area  45% Road verges

Weed Grounds Sports and Green control on Maintenance Your Children’s recreation Road open roads and street playgrounds grounds verges Performance spaces highways in and parks (2017) your area Base 320 298 298 309 317 318 % % % % % % Very satisfied 19 16 19 14 10 8 Fairly satisfied 43 48 47 50 37 37 Neither 19 28 26 20 13 14 Fairly dissatisfied 11 6 6 10 25 26 Very dissatisfied 7 3 2 6 15 15

Weed Grounds Sports and Green control on Maintenance Your Children’s recreation Road open roads and street playgrounds grounds verges Performance - spaces highways in and parks Trends your area % % % % % 2015 2013 2015 2013 2015 2013 2015 2013 2015 2013 2015 2013 Very satisfied 17 15 17 16 14 14 12 11 10 8 9 7 Fairly satisfied 48 46 45 55 49 55 48 51 35 37 35 39 Neither 14 16 24 15 25 15 20 18 16 17 18 15 Fairly dissatisfied 12 15 9 10 8 11 15 14 28 22 25 23 Very dissatisfied 9 8 5 4 3 5 4 6 11 16 13 16

Your street 80Grounds Maintenance Performance -Trends Children's playgrounds 70 Sports and recreational 60 grounds and parks Green open spaces

50 Weed control on roads and highways in your area 40 Road verges 2013 2015 2017

Satisfaction with grounds maintenance has improved from 2015 in all areas apart from your street which has decreased slightly.

Q27 How satisfied or dissatisfied are you that the Council’s shrub and flower beds within your area meet the following criteria….?

Shrubs and flower beds 100% 90% Very 80% dissatisfied Fairly 70% dissatisfied 60% Neither 50% Fairly satisfied 40% Very satisfied 30% 20% 10% 0% Kept free of Well stocked Litter free Generally weeds with plants kept presentable

Well Generally Shrub and flower Kept free of stocked with Litter kept beds (2017) weeds plants free presentable Base: % % % % Very satisfied 21 26 16 22 Fairly satisfied 44 42 41 46 Neither 23 21 23 20 Fairly dissatisfied 8 6 14 7

Well Generally Shrub and flower kept beds - trends Kept free of stocked with weeds plants Litter free presentable % % % % 2015 2013 2015 2013 2015 2013 2015 2013 Very satisfied 21 15 24 17 15 12 21 17 Fairly satisfied 43 51 41 50 39 43 47 53 Neither 25 18 22 18 27 21 21 16 Fairly dissatisfied 8 10 10 10 15 16 7 9

Q28 Do you think that the amount of shrub and flowerbeds the Council provides in your area are....?

The majority of respondents (58%) indicated that the amount of shrub and flower beds is about right, with 34% indicating not enough. The result mirrors that found in 2015.

0% 20% 40% 60% 80% 100%

Cut too often Cut about the right amount Not cut enough Don't know

Amount of shrub and flowerbeds (2017) Base: % % 2017 2015 Too many 2 2 About right 58 56 Not enough 34 36 Don’t know 5 6

Q29 Do you think that grassed verges and public open spaces which the Council maintain are.....?

The majority of respondents (60%) indicated that grassed verges and public open spaces are cut about the right amount, with 34% indicating they are not cut enough. The result mirrors that found in 2015.

0% 20% 40% 60% 80% 100%

Cut too often Cut about the right amount Not cut enough Don't know

Grass cutting (2017) Base: % % 2017 2015 Cut too often 3 1 Cut about the right amount 60 61 Not cut enough 34 35 Don’t know 4 3

Q30 To help the Council prioritise which improvements to make to its Streetscene services, please use the list below and tick the three services that are most important to you.

The top three areas of importance were litter pickers (68%), dog waste bins (49%) and litter / environmental wardens (40%). This follows the same trend from 2015 and 2013.

The least important areas were sports pitches (4%) and floral displays and borders (17%)

Priority for Improvement

Litter pickers Dog waste bins Litter/environmental wardens Grass cutting Mechanical sweepers Children's play space Road and highway weed control Floral displays and borders Sports pitches 0 20 40 60 80

Streetscene priorities for Improvement (2017) Base: 325 % Litter pickers 68 Dog waste bins 49 Litter/environmental wardens 40 Grass cutting 38 Mechanical sweepers 31 Children's play space 29 Road and highway weed control 24 Floral displays and borders 17 Sports pitches 4

Recreation Grounds

Q31 Thinking specifically about local parks and recreation grounds. What are your reasons, if any, for visiting local parks and recreation grounds? (Select all that apply).

The most popular reason for visiting local parks is to take exercise (43%), followed by walking / dog walking (39%). Results are consistent with those found in previous years. 30% indicated they haven’t visited a local park in the last year.

Reason for visiting local parks To take exercise To walk/ walk the dog Haven't visited a Council park or… To appreciate nature To sit and relax To use children's play areas As a shortcut to another destination To ride on a bike in a safe place To picnic To play outdoors (other than… As a meeting place To jog To play football To use sports pitches/courts Other (Please X and write in box below) For rollerblading/skateboarding What are your reasons, if any, for… 0 20 40 60

Reason for visiting local parks (2017) Base: 322 % To take exercise 43 To walk/ walk the dog 39 Haven't visited a Council park or recreation ground in the last 12 months 30 To appreciate nature 29 To use children's play areas 24 To sit and relax 24 As a shortcut to another destination 23 To ride on a bike in a safe place 11 To picnic 9 To play outdoors (other than children's play areas) 8

As a meeting place 7 To jog 6 To play football 5 To use sports pitches/courts 4 Other (Please X and write in box below) 3 For rollerblading/skateboarding 2

The following other reasons for visiting parks and recreation grounds included:

Other reasons for visiting local parks (2017) to walk relax and meet friends. We use the trials to walk dog and most of the above on trials too

To take grandchildren to play sports

Helping maintain Clowne Linear Park

With friends, st Johns cadets planted 5,000 crocus bulbs in Hornscroft park Bolsover

A full list of comments is included in the appendix.

Q32 If you haven’t visited a park or recreation ground in Bolsover District in the last 12 months. Please say why? Please choose all that apply

The number one reason why people haven’t visited a park or recreation ground in Bolsover District was not enough time (22%). In previous years, antisocial behaviour had been the key issue.

Resons for not visiting parks

Not enough time

Anti-social behaviour Other (Please X and write in box below) Use parks in other areas

Don't feel safe

Lack of/poor facilities

Untidy because of litter

No disabled access

It's boring

0 5 10 15 20 25

Reasons for not visiting local parks (2017) Base: 140 % Not enough time 22 Anti-social behaviour 16 Don't feel safe 12 Use parks in other areas 12 Other (Please X and write in box below) 12 Lack of/poor facilities 11 Untidy because of litter 9 No disabled access 5 It's boring 3 Not enough time 22

Other reasons for not visiting local parks(2017) Typical reason:- Due to age or disability No parks in my area Not enough seating in the park No transport Maintenance Dog fouling

A full list of comments is included in the appendix.

Appendix a - Customer Service Standards

Citizens’ Panel responses only

When contacting the Council, how important are the following to you?

Citizens’ Panel responses only (Base 330). Satisfaction PFI (b- Importance (a) (b) a) Being kept informed 8.86 7.04 -1.82 Receiving accurate information 9.23 7.46 -1.77 Being dealt with quickly 8.67 7.13 -1.54 Officers having relevant knowledge 8.95 7.64 -1.31 Being listened to 9.27 8.11 -1.16 Officers having the right attitude 9.24 8.14 -1.11 Officers having local knowledge 8.59 7.59 -1.00 Being treated with respect 9.11 8.26 -0.86 Officers using ‘Plain English’ (non technical terms) 8.88 8.38 -0.51 Having your personal data kept secure 9.32 8.82 -0.49

Inportance and Satisfaction (Citizens Panel Only)

Being listened to 8.11 9.27 Being kept informed 7.04 8.86 Officers having local knowledge 7.59 8.59 Officers having relevant knowledge 7.64 8.95 Receiving accurate information 7.46 9.23 Being dealt with quickly 7.13 8.67 Being treated with respect 8.26 9.11 Officers using ‘Plain English’ (non … 8.388.88 9.32 Having your personal data kept secure 8.82 Officers having the right attitude 8.14 9.24

Importance Satisfaction

N.B. Top 3 PFIs highlighted. Priority for Improvement (PFI) (Citizens Panel Only)

-1.82 Being kept informed

-1.77 Receiving accurate information

-1.54 Being dealt with quickly

-1.31 Officers having relevant knowledge

-1.16 Being listened to

-1.11 Officers having the right attitude

-1.00 Officers having local knowledge

-0.86 Being treated with respect

-0.51 Officers using ‘Plain English’

-0.49 Having personal data kept secure

-2.00 -1.80 -1.60 -1.40 -1.20 -1.00 -0.80 -0.60 -0.40 -0.20 0.00

Complaint Handling

How important are / how satisfied are you with:- Importance (a) Satisfaction (b) PFI (b-a) The Council to learn from its mistakes 9.39 5.89 -3.50 The response to cover all the issues raised 9.35 5.93 -3.42 A clear response 9.40 6.21 -3.19 What my options are if I’m not happy 9.20 6.09 -3.11 For there to be a review process 9.09 6.13 -2.96 It to be neutrally investigated 9.03 6.54 -2.49

Priority for Improvement (PFI)

-3.50 The Council to learn from its mistakes

-3.42 The response to cover all the issues raised

-3.19 A clear response

-3.11 What my options are if I’m not happy

-2.96 For there to be a review process

-2.49 It to be neutrally investigated

-4.00 -3.50 -3.00 -2.50 -2.00 -1.50 -1.00 -0.50 0.00 N.B. Top 3 PFIs highlighted.

Customer Services Week 2017 Respondents Only

During Customer Services Week 2017 , (W/C 2nd October) residents were invited to help shape the Council’s Customer Service Standards. Paper surveys were available at each contact centre and a web-link to the survey was posted online. In total 26 respondents gave their views.

The top priority for improvement was Being dealt with quickly (-1.74) followed by Being kept informed (-1.31) and Receiving accurate information (-1.15).

Customer Services Week Respondents

Contacting the Council Importance Satisfaction (a) (b) PFI (b-a) Being dealt with quickly 9.28 7.54 -1.74 Being kept informed 8.85 7.54 -1.31 Receiving accurate information 9.00 7.85 -1.15 Officers having relevant knowledge 9.20 8.12 -1.08 Being listened to 8.88 7.85 -1.04 Being treated with respect 9.12 8.27 -0.85 Having your personal data kept secure 9.62 8.92 -0.70 Officers using ‘Plain English’ (non technical terms) 9.29 8.62 -0.68 Officers having local knowledge 8.85 8.27 -0.58 Officers having the right attitude 7.85 7.85 0.00

Q. Is there anything else you would like us to include or tell us about our Customer Standards? Never responded to or even acknowledged. Passing the buck from person to person when trying to get information on the phone. Meetings missed because the council reps went home early and never told anyone. Where to start really! When a problem is passed to someone to deal with there is no follow up that it has been dealt with after a given time. Not always a reliable service. Whilst you are given a reference number to a webform that's filled in - that it. No acknowledgement that's it been seen, let alone read/acted upon. Standards are actually terrible. Twice I've called and both times my query hasn't been dealt with at first point of contact. Absolutely the worst service I've ever experienced. The complaints handler was very efficient and took my complaint seriously.

Satisfaction score (out of 10) Disabled accessibility of the offices 9.12 The opening times for telephones 8.68 The opening times of offices 8.54 E-mail enquiries 8.05 Website payments 7.52 Website forms 7.30 Facebook information 7.11 Webchat 7.06 Website information – is it easy to navigate 6.95 Twitter feeds 6.94

Complaint Handling

Customer Services Week Respondents Importance Satisfaction PFI (b- Complaint Handling (a) (b) a) The Council to learn from its mistakes 8.27 4.83 -3.44 The response to cover all the issues raised 8.91 5.67 -3.24 It to be neutrally investigated 8.82 5.67 -3.15 A clear response 7.82 5.67 -2.15 What my options are if I’m not happy 8.80 6.67 -2.13 For there to be a review process 8.78 6.67 -2.11

Q. Is there anything else you would like to include or tell us about complaint handling? I tell them what is wrong ...and nothing happens On going. I hope. See previous. Absolutely zero feedback. It was fine but shouldn't have to go down that route. Never had any complaints

Appendix b - Streetscene Services - Full list of open ended comments

Q 17 Where do you believe the main source of litter comes from? Other comments

Where do you believe the main source of litter comes from? Other comments

Fly tipping (x5) Dog walkers collecting their animals waste, but then Throwing the bags into trees and hedgerows, disgusting. Blowing off of backs of vehicles If fallen leaves are included my street leaves much to be desired with leaves, fallen apples and bushes grown over a wall which obstruct footpath. McDonalds is a major source of littering, even though they do sent staff out litter picking its still there. People need to be fined for dropping litter. People standing at bus stops. I’m forever cleaning up rubbish and fag butts Markets Not sure how litter thrown from vehicles can be policed I would say that a major source of litter originates from McDonalds and can be found all over the area having been thrown from cars. McDonalds litter can be found in their own car parks, streets close to their premises and miles away in the countryside. The next main source would be drinks cans and bottles dropped where they were finished with. Betting shops on the Market, knee deep in cigarette ends. Can you stop customers smoking (and swearing) on the pavements outside. Too many bookmakers any way. There always appears to be more litter about after the refuse collectors have been. Macdonalds Children walking home from school, colleges etc very bad . Seems like they couldn't care less. Outside shops, and the immediate area. Also, lazy people who can't be bothered to go to the tip, but dump their rubbish away from their home. There seems to be more and more litter around green land and shops a lot of street rubbish appears after you and your agents have emptied the bins - there is no care whatsoever People smoking and throwing cig end on floor People walking from takeaways/school/shops dropping is the main one Dog waste No litter bins to empty. People buying food and drink in Clowne, walking through the linea park and dumping the cans/wrappers in the park and on the street. More! Spot fines required people would soon not drop litter once word got around Bins are not emptied regular enough- residential shop or industrial We have a clean area Not enough litter bins and signs to keep our town clean Children, however there are no litter bins on my street

Where do you believe the main source of litter comes from? Other comments fly-tipping on local lanes Bin collections My road is on the main route to 2 schools so that a lot of litter comes from children Young people, school children often do NOT use litterbins due to ignorance or just refusal. Mattress dumping Drunks When the bins are emptied if anything is spilt it is never picked up. Travellers camp dumping of rubbish (furniture) black bags on spare ground I live near a school + a shop The bins become full and the wind carries the rubbish along my street. I believe that the larger fast food outlets (MCD/KFC) should seek to add some traceability to their fast food packaging to deter littering Market days Tues, Wed Fri Dumping of unwanted mattresses etc/white goods blown by the wind leaves blown off trees and left to the residents to clear up even though they do not have any trees on their property Bottles, Glasses and Cigarette packets from public houses Particularly from vehicles using Tibshelf Motorway Services and going up/down Newtonwood Lane There are no litter bins on our area Mainly McDonalds & KFC!! Left when the bin are emptied by the canal. children on their way to school eating rubbish food stuffs Fly posting events on every junction. Traffic lights Then not taking them down after the event (e.g. national trust Hardwick Hall) It's always people responsible for litter. Be it on their way to work, school or anywhere.

Q25 Do you have any other comments to make on dog fouling?

Do you have any other comments to make on dog fouling?

Border lane ( lane behind Ridgeway) appears to be used by people as a dog toilet area. People walking, cycling or running on this much favoured route have to dodge large amounts of dog excrement. Is there any way this can be stopped. A great place to walk your dog just pick it up, bag it or at least move it off the path into the hedge please. Absolutely no control, too costly to enforce so consequently no action. Although the situation with dog fouling has improved on the back hills there is still frequent fouling around new Bolsover primary school and the footpath between new station road through to dumbles

Do you have any other comments to make on dog fouling? As a dog owner myself I find it extremely annoying when people do not pick up after their dogs. There are certain people who think that rules do not apply to them and other than catching them in the act and fining them I do not know how they can be stopped. As in previous comments, in my local area, dog walkers are chilling the waste in bags and then throwing them up into trees and in hedgerows and verges, it is disgusting. As someone who walks to get anywhere within Clowne I have definitely noticed an increase in fouling over the last few months. Bin removed from foot path in front of Southfield Clowne, which was a shame. Over all the people who are law abiding and responsible continue to pick up after their dogs and the rest carry on leaving it. My theory is that a lot comes from people walking their dogs at night when they can't be seen so easily! Bins are in the wrong places in Hodthrope - only one opposite club on Queens road / Jn Green lane gets proper use - I have two dogs if they "poop" after passing I take it to the bin the next walk. Carr Vale nature walks. Peter Fiddler nature walks which could do with more dog bins certain areas around my home seem to always have a presence of dog fouling. Gitty leading onto Northfields, and outside my home on numerous occasions. Clean dog bins Continues to be a problem with "poo bags" thrown into trees on the edge of open spaces. Could do with more dog waste bins in each village could this be made to include horses different ways of enforcement need to be looked into, DNA testing seems to make sense. Do you have any other comments to make on dog fouling? Dog bin on private land temp fence erected in front of footpath Creswell rd to Wilson avenue opposite hickinwood crescent been like this about 1 year Dog fouling around the Clowne area in general continues to increase Dog fouling is particularly bad in the autumn/winter months as some streets (including Church St in Clowne) have insufficient street lighting and it's easy to walk through dog mess left by irresponsible owners without realising. Dog fouling, and the leaving behind of dog waste bags, a major problem on and around unmetalled footpaths and bridleways Dog handlers have every right to walk their dogs but they should be made more responsible and aware of what it means to the public, it’s not rocket science to clean up after your pet. I think if they were made more aware of the stress it can cause to families for instance their children bringing it home on their shoes. Dog owners should be seriously prosecuted for not picking up dog waste or worse putting it in a bag, tying it up and leaving the bag for someone else to dispose of it. Who do they think is going to clean this up?! The dog poo fairy! Dog owners who do not dispose of their dog waste should be severely punished Dogs are let off the lead in the hornscroft park, therefore dog owners are not always aware where their dog has fouled and consequently do not pick up, there is a notice that dogs should be kept on a lead but it is ignored. I feel the park should not be open during the hours of darkness. Dog walkers should be stopped in the street and asked to show poo bags as proof that they can clean up after their dog. Enforcement action ought to be mandatory for people who do not clean up. The posters put up to deter people look threatening- don't think they help. 50

Do you have any other comments to make on dog fouling? fouling churchyards should be double fine for off lead in churchyard Fouling down The Stumps (the alley between Chestnut Avenue and the old railway) is a disgrace. free dog poo bags would probably help General waste bins are full of poo bags in our area, I have advised recently where more poo bins should be placed, dog owners put poo bags in closest bin, so more poo bins needed especially in open areas and emptied and repaired more. Has the population of people increases, hence the number of dogs increases also, it only takes a small minority with apathy for the system and the problem escalates. For want of repeating myself, dog licences should be £100 pounds per year for every dog, no exceptions. Hillstown has its fair share of rental properties. These people do not pick up dog/horse fouling because they know that nothing will be done. How do you police the control? I actually pick up dog mess from outside my property to prevent my children from paddling it in my house. I have two dogs myself and am disgusted I have to do this, I never leave my dogs waste behind. I am a responsible dog owner and take bags where I walk the dog but the hardcore dog walkers are still out there!! I don't really see what the council can do about it we have a situation on our street & If I telephone the office they respond quickly that is good service. I find dog fouling bins full on a regular basis and report them via fixmystreet, I have to confess that they seem to be promptly emptied shortly afterwards, which is commendable I have dogs myself and always pick up but outside my house there is dog fouling and no bin provided I know this is difficult to police but dog owners who allow their dogs to foul the streets should face a massive fine. I live next door to the Green Infant School on Hilcote St. I have seen local residents in the rental houses on New St walk their dogs & allow them to foul the pavement and leave it I live on a street which ends in a Public Footpath and open land. People allow their dogs off the lead in the road and along the footpath. They foul before they get to the open land. I think the response of dog fouling lies with the dog OWNERS I think there should be an annual dog license fee of at least £20 per year and the money given to the NHS I understand it's all about having the evidence firstly, but we as a society need to stand up and make ourselves heard. The culprits need to be made an example of. in a big way to make people discuss the issue. I would like to see large signs on lampposts not just on bins If someone occasionally stood in open playing fields for an hour the number of people not picking up after their dogs would be numerous and should be dealt with fines Impossible for anyone to report fouling if the perpetrator is unknown to them. It requires official clandestine patrols. Information should be made available to people to explain that there is no point putting dog waste in plastic bags and then leaving the bags on the floor - this is then completely defeating the object. It does not seem to be a problem in newton. Perhaps due to better education on this matter

Do you have any other comments to make on dog fouling? It is a great shame that rules introduced to control dog fouling are only obeyed by some people. Dogs are getting banned from parks (Town Park South Normanton) because of irresponsible owners. Perhaps it is time to introduce 'stick and flick' methods in areas such as Blackwell trail to reduce landfill and plastic use. It would be an idea to put dog poo bags in the vicinity of the dog waste bins, and also advertise that dog poo bags are available at the council offices free to dog owners. It's a question of attitude. People in Creswell don't care in general, especially when it's away from where they live. It requires a lot of resources to tackle it, but to prosecute every time might eventually reduce the problem. It's not a big problem on our street but it seems that maybe just one or two owners don't pick up after their dog It's progressively getting worse, especially in the Main Street. It also tends to be large dog mess, which is obviously larger. It’s something that seems to suddenly be increasing. Some dog walkers seem to think its ok to just leave it on the footpath or bag it then throw it in the bushes - disgusting behaviour. I walk every day and most times seem to dodge piles that have been left by irresponsible people. I've noticed about 4 people not picking up after their dog in street in the last year. Keeps happening on my street and nothing is ever done in order to stop it. Children playing on street making this a health issue. Make some allowances for people who are disabled or in wheelchairs More bins required for dog fouling More concerned about cat fouling in my garden More dog bins More dog free zones More reporting and heavy fines for dog owners for not clearing up their dog mess More signs. Shaming dog owners of results of dog fouling on young children and the environment we all live in. Dog owners let dogs of leads and if they don't 'see' their dog fouling then it’s not their responsibility. new dog bin and waste bin in the last week - no experience yet No action taken against residents Not enough bins anywhere. We are expected to pick it up but have nowhere to put it. Especially off the beaten track Not enough bins in villages. I.e. Stanfree Not enough notice is being spent on dog fouling dog owners whose dog foul should be named and shamed as well as heavily fined Not good Not seen anything to prove that people are being told about dog fouling they need naming and shaming. Some pick it up but not all not that are printable Owners should take more responsibility Patrols and cameras needed People responsible should be heavily fined People taking dogs on the park off Quarry road walking around the perimeter and don't pick up poo. CAN rangers should come and watch the same people all the time and not be in the vans doing nothing.

Do you have any other comments to make on dog fouling? People who have dogs should be made to clean up after their animals. This is only partly a council problem. Only that you get left with the muck from it People whose dogs foul the streets should be prosecuted. Pleasley Pit pathways Pleasley play area for children is disgraceful Punished by fines and made to pick up dog mess for a day with council worker to see what it is really like for them. Put more dog fouling officers on the streets to catch the culprits Recently a new larger bin in the recreation area in Barlborough village has removed the problem of dog waste bags spilling from the bin. Well done. Seems to be a trend that people go to certain areas to walk their dogs. During past few months I had 5 different people with 7 dogs between them, allow the dogs to foul on my garden within one hour. Some areas have dog walkers at regular times. It should not be difficult for wardens to go into these areas on occasions to catch these offenders. Could use volunteers to do this with photographic evidence Some bins in my area are left over-full Some dog owners will not pick up. Others pick up but then throw away the bags. There are not enough bins in built up area in Clowne. Some people just don't care, some people bag up their dog poo then just throw the bag down as though they assume it is someone else's responsibility. Unfortunately some people refuse to be educated. Some people pick up dog mess in a plastic bag only to drop it further up the street. TOTAL WASTE OF TIME Sorry I don't have a dog and don't know much about the mechanics of the control of dog mess. I don't see it as much of a problem in this area however. Start prosecuting. The area at rear of park view (sports field) one pig dog toilet. People drive there park up and let dogs run free. The bags are left on trees etc. people should be prosecuted for doing this The dog owners need more information of dog fouling on the streets and paths. From a health perspective. The problem with dog waste bins is getting the pet owners to use them there are a lot of very ignorant people about and what I find disgusting is the number of people who let their dogs run free on the foot paths and the graves in the church yard and not picking up the mess left behind. We are also getting an awful lot of horse muck on the pavements and roads in the Carr Lane area of South Normanton left by ignorant horse riders. The same people with the same dogs in the same place every day . ( I am a dog owner ) The worst thing in my area are dog waste bags being thrown in trees & bushes. - Not enough dog waste bins either There are a lot of dogs in my area to my knowledge there are 2 dog waste bins this is certainly not enough for the amount of dogs here There are no dog waste bins in our area. There is no council control in our rural area. Most dog owners in the area are responsible. Visitors are the problem. There seems to be a fairly persistent dog fouling offender on New St SN who allows the dog to foul in front of residents front doors and outside the Infant School gates. What's wrong with these people. Young children walk through this on their way into school and will paddle it into the classroom. They then sit cross legged on the floor and will end up sitting

Do you have any other comments to make on dog fouling? in this disgusting hazardous mess. If I knew who the offender/s were I would post it through their letter box! There should be someone hired to patrol periodically to monitor dog fouling and I cannot remember last time I saw a dog warden patrol Too many dog walkers use land at the back of our house that leads onto open countryside to walk their dogs and allow them to foul on the grass around the footpath. Although most are compliant with picking up the dog excrement, some do not, and either way, this use of land as a dog toilet is a health hazard, and it also makes it impossible to enjoy your gardens in the summer, especially eating on the patio, when your view is of a dogs arse end laying a steaming dog egg just past your boundary fence. Even if the owner cleans up their dogs mess, there are many who don't, and thus encouraging flies to land on the offending pile, then fly over into your garden, and land on your well prepared salad or side plate. Lovely. Very sad that a few irresponsible owners still allow their dogs to roam and therefore foul anywhere. Walking through the linea park and along the old railway line in Clowne is so hazardous and unpleasant due to the disgusting amount of dog mess and litter. We have no bins on our street. I have regular fouling outside my house. We live on the main route from the crags and there are not sufficient dog waste bins. We often have it left on our grass verge but I believe if there were more bins this would decrease We need irregular visits from a Dog Warden. People let their dogs off the lead and out of their cars along Acreage Lane off Field Drive towards the fields. Dog Fouling is often on the footpath and road. Very difficult to see during leaf fall until you slip on it. Fine them hard, no warnings! We see people let their dogs foul and then walk away from it. Particularly around the Memorial Garden in Carr Vale and along the paths leading into the Park. There is a dog waste bin but many people just can't be bothered to use them. It is an ongoing problem. While I can only comment on my street I have seen other street in my area where dog fouling is a regular occurrence Yes I live near a park and it gets worse in dark nights when nobody can see whether people pick their dog mess up. You need to see people with the dogs fouling at the right time.

Q31 What are your reasons, if any, for visiting local parks and recreation grounds? Other comments.

What are your reasons, if any, for visiting local parks and recreation grounds? Other comments.

We planted and revitalised the Memorial Garden in Carr Vale about 5 years ago and we maintain it ourselves. We managed to get the Council to actually cut and maintain the grass only after several months of haggling. We used to cut back the tress and keep the verges tidy, but being pensioners we don't have the energy or ability to do this anymore. We do our best. There is a planted display across the road from the Memorial Garden which was paid for and planted by the Carr Vale Community. The grass and weeds around it are a total mess and no-one looks after it. We used to have a good relationship with the 54

What are your reasons, if any, for visiting local parks and recreation grounds? Other comments. Streetscene people about helping us with these things, but can never in touch with them anymore. However, the grass has been kept cut but you do have to watch where you walk because of the dog mess. There is a dog waste bin right by the garden, but a lot of people ignore it. In the Litter section of this survey there was no space for comments. May I just add that litter is only litter if it deliberately thrown down and NOT accidentally dropped. I trust your enforcement people are aware of this distinction. The lack of them now We use the trials to walk dog and most of the above on trials too To take grandchildren to play sports There are no parks worth visiting in my local area - all open spaces- being developed It is very nice to have our parks it’s a place to walk relax and meet friends. Unable to visit areas on my doorstep because of a lack of disabled access With friends, st Johns cadets planted 5,000 crocus bulbs in Hornscroft park Bolsover Helping maintain Clowne Linear Park I live next to one Do not go to parks to much litter and dog mess Walked Through from Shop to Get to place going Too Attending events on the Hornscroft Need to pick up leaves As a Parish Councillor to observe and report. Not much disabled wheelchair access Do not go to parks too much litter and dog mess

From question 29. Would be better if grass cuttings were collected up during the cutting process, not left on the verge/green area

Q32 If you haven’t visited a park or recreation ground in Bolsover District in the last 12 months, please say? Other comments

If you haven’t visited a park or recreation ground in Bolsover District in the last 12 months, please say? Other comments

I like to use the trails , there are no parks within walking distance that interest me . Lack of transport I am disabled and the parks are too far away for me to walk. Out and about walking. No criticism of local parks. The bowl need filing in. No park or recreation ground in my area Last time we visited the Park in Carr Vale with our Grandson, he cut his hand badly on one of the rides so we haven't been since. There are new activities now, we see. .Also there was a lot of dog mess the last time we went there. Haven't been since.. We usually walk along the various trails around our area, e g Newton/Tibshelf

If you haven’t visited a park or recreation ground in Bolsover District in the last 12 months, please say? Other comments in old age unlike a few years ago I do not participate in sport anymore and also cannot walk far. not enough seating, I’m disabled and cannot walk far without having to sit down. The upkeep has declined Very limited routes in this area, only rough surfaces- lots of dog fouling- bins there but not used a deal Not enough street lighting at night when I like to walk All open spaces being developed Not close by Don't know where they are in our area Social withdrawal thro ageing! No transport Most of the time, they are used as dog toilets. Do not have children and do not play sports Because I can't walk safely Grown family who prefer to walk in the Peak District. No interest in going to the park. Grounds maintenance - The pavement on one side of our road is covered in Moss - right outside elderly bungalows owing to my wife’s disabilities not able Can't walk far. No need to do so No reason and too old There are no parks in our area, Hardwick park is more suitable. Age concern! Prefer woodland walks

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November 2017 Citizens Panel Number

BOLSOVER CITIZENS' PANEL representing all wards in Bolsover District NOVEMBER 2017

Please return completed questionnaires by Friday 24 November 2017 1). BOLSOVER DISTRICT COUNCIL Customer Service Standards

Bolsover District Council (BDC) has a set of customer service standards which we call the ‘Customer Service Code of Practice and Standards’. Our ultimate aim is to ‘serve our customers as we would wish to be served’ and this principle runs right through our organisation.

We based the standards on best practice by both BDC and North East Derbyshire District Council (NEDDC) and they help us communicate with our customers in a consistent manner.

We also have a joint ‘Compliments, Comments and Complaints’ policy which sets out a standardised and centralised approach to handling complaints. This aims to help us ‘get it right first time’; with a clear escalation process ensuring that complaints are investigated by neutral Officers. We want quicker, simpler and more streamlined compliments, comments and complaints handling process with local, early resolution by capable, well-trained Officers.

We are now reviewing both documents and your views will help us to shape our services to you.

First of all, we would like to know what you feel are the most important aspects of your contact with the Council. Q1 When contacing the Council, how important are the following to you? (1 = Extremely unimportant, 10 = Extremely important) 1 2 3 4 5 6 7 8 9 10 Being listened to Being kept informed Officers having local knowledge Officers having relevant knowledge Receiving accurate information Being dealt with quickly Being treated with respect Officers using ‘Plain English’ (non technical terms) Having your personal data kept secure Officers having the right attitude Your contact with the Council in the last three (3) years

If you haven't had any contact with the Council in the last 3 years, please move to Question 6.

Q2 If you have been in contact with the Council in the last three (3) years, how satisfied were you with the following? (1 = Extremely unimportant, 10 = Extremely important) 1 2 3 4 5 6 7 8 9 10 Being listened to Being kept informed Officers having local knowledge Officers having relevant knowledge Receiving accurate information Being dealt with quickly Being treated with respect Officers using ‘Plain English’ (non technical terms) Having your personal data kept secure Officers having the right attitude

Q3 Which service did you need? Benefits ...... Environmental Health ..... Licensing ...... Business Advice ...... Finance ...... NNDR (Business Rates) Contact Centres ...... Housing ...... Pest Control ...... Council Tax ...... Housing Repairs ...... Planning ...... Elections ...... Leisure ...... Property & Estates ......

Q4 Thinking about the services the Council offers, how happy are you with the following aspects (Please only answer for the ones you use) (1 = Extremely unhappy, 10 = Extremely happy) 1 2 3 4 5 6 7 8 9 10 The opening times of offices Disabled accessibility of the offices The opening times for telephones E-mail enquiries Website information – is it easy to navigate Website forms Website payments Webchat Facebook information Twitter feeds Q5 Are your requirements being met or have you anything else that you would like to make us aware of:

Complaints

Looking at complaints, we use the feedback we receive about our services to shape future delivery. Requests for service (for instance ‘I want to complain about some flytipping), are not complaints as the Council is being asked to do something (that is, to clear the flytipping) and is not at fault. An example of a complaint would be if we had agreed to clear the flytipping within a specified time and then didn’t.

We operate a three stage complaints system where a customer can complain to the relevant department or Contact Centre at the first stage and then ‘escalate’ their complaint if not happy. The second stage is called a ‘formal complaint’ which is usually in writing and receives a written response within 15 working days. If a customer is not happy after this stage, they can escalate their complaint further to stage three - an Internal Review

Q6 Are you aware of how you can make a second stage/ formal complaint? Yes ...... No ...... Never made a complaint ......

Q7 What do you think is a reasonable response timescale? 10 working days ...... 15 working days ...... 20 working days ......

Q8 How important are these aspects of complaint handling to you? (1 = Not important, 10 = Very important) 1 2 3 4 5 6 7 8 9 10 It to be neutrally investigated (by someone who was not involved in the original complaint) A clear response The Council to learn from its mistakes The response to cover all the issues raised What my options are if I’m not happy For there to be a review process Q9 If you have complained in writing to the Council in the last three (3) years, how satisfied were you with those aspects? (1 = Very dissatisfied, 10 = Very satisfied) 1 2 3 4 5 6 7 8 9 10 It to be neutrally investigated (by someone who was not involved in the original complaint) A clear response The Council to learn from its mistakes The response to cover all the issues raised What my options are if I’m not happy For there to be a review process

Q10 Are there any important aspects we have not considered?

Q11 Please use this box for any other comments you wish to add: 2). BOLSOVER DISTRICT COUNCIL Streetscene Services

The Streetscene section of Bolsover District Council undertakes street cleaning services including litter picking, providing litter and dog waste bins, removal of fly tipping and highway cleaning. They also provide ground maintenance services such as landscaping, planting and grass cutting in public areas; highway weed control; and tending to sports and recreational areas.

We would like to know how satisfied or dissatisfied you are with the way we carry out these services. The information collected will enable us to ensure we provide the best possible service to our residents and to identify areas where we could improve.

Q12 How satisfied or dissatisfied are you with litter control in your area? (Please choose one answer only on each row only ) Very Fairly Fairly Very satisfied satisfied Neither dissatisfied dissatisfied Your street Town centres* Green open spaces (e.g. around play areas etc.)

*Such as Bolsover, Shirebrook, Clowne and South Normanton

Q13 How satisfied or dissatisfied are you with the sweeping of streets in your area? (Please choose one answer only on each row only) Very Fairly Fairly Very satisfied satisfied Neither dissatisfied dissatisfied Your street Town centres*

*Such as Bolsover, Shirebrook, Clowne and South Normanton

Q14 How satisfied or dissatisfied are you with the number of litter bins in your area? (Please choose one answer only on each row only) Very Fairly Fairly Very satisfied satisfied Neither dissatisfied dissatisfied Your street Town centres* Green open spaces (e.g. around play areas etc.)

*Such as Bolsover, Shirebrook, Clowne and South Normanton Q15 How satisfied or dissatisfied are you with the emptying of litter bins in your area? (Please choose one answer only) Very Fairly Fairly Very Satisfied Satisfied Neither dissatisfied dissatisfied Don't know

Q16 Overall, how satisfied or dissatisfied are you that your area is kept free from litter ? (Please choose one answer only) Very Fairly Fairly Very Satisfied Satisfied Neither dissatisfied dissatisfied Don't know

Q17 Where do you believe the main source of litter comes from? (Please choose all that apply) Shops ...... Industrial premises ..... Other (please X and write in the box Take-aways ...... Pedestrians ...... below) ...... Schools ...... Thrown from vehicles .

Q18 Do you think that over the last twelve months the amount of litter on footpaths and verges has ....? (Please choose one answer only) Stayed Significantly about the Significantly increased Increased same Decreased decreased Don't know

Q19 Do you agree that enforcement action should be taken against people who drop litter in your neighbourhood? (Please choose one answer only) Yes ...... Don't know ...... No ......

Q20 Do you agree that enforcement action should be taken against businesses in your neighbourhood that do not dispose of their waste in a proper and legal manner? (Please choose one answer only) Yes ...... Don't know ...... No ...... Dog Fouling

Q21 How satisfied or dissatisfied are you with the number of dog waste bins in your area? (Please choose one answer only on each row only) Very Fairly Fairly Very satisfied satisfied Neither dissatisfied dissatisfied Your street Town centres (such as Bolsover, Shirebrook, Clowne and South Normanton) Green open spaces (e.g. around play areas etc.)

Q22 How satisfied or dissatisfied are you with the emptying of dog waste bins in your area? (Please choose one answer only) Very Fairly Fairly Very satisfied satisfied Neither dissatisfied dissatisfied Don't know

Q23 Do you think that over the last twelve months the amount of dog fouling on footpaths and verges has....? (Please choose one answer only) Significantly Stayed about Significantly increased Increased the same Decreased decreased Don't know

Q24 How satisfied or dissatisfied are you with the control of dog fouling in your local area? (Please choose one answer only) Fairly Fairly Very Very satisfied satisfied Neither dissatisfied dissatisfied

Q25 Do you have any other comments to make on dog fouling? Grounds Maintenance

Grounds maintenance services include landscaping, planting and grass cutting in public areas: highway weed control and tending to sports and recreational areas.

Q26 Generally, how satisfied or dissatisfied are you with the performance of the Council's grounds maintenance services in the following areas.... ? (Please choose one answer on each row only) Very Fairly Fairly Very satisfied satisfied Neither dissatisfied dissatisfied Your street Children's playgrounds Sports and recreational grounds and parks Green open spaces Weed control on roads and highways in your area Road verges

Q27 How satisfied or dissatisfied are you that the Council's shrub and flower beds within your area meet the following criteria ? (Please choose one answer on each row only) Very Fairly Fairly Very satisfied satisfied Neither dissatisfied dissatisfied Kept free of weeds Well stocked with plants Litter free Generally kept presentable

Q28 Do you think that the amount of shrub and flowerbeds the Council provides in your area are....? (Please choose one answer only) Too many About right Not enough Don't know

Q29 Do you think that grassed verges and public open spaces which the Council maintain are....? (Please choose one answer only) Cut about the right Cut too often amount Not cut enough Don't know Q30 To help the Council prioritise which improvements to make to its Streetscene services, please use the list below and tick the three services that are most important to you? (Please select a maximum of three answers only) Litter pickers ...... Mechanical sweepers ...... Litter/environmental wardens ...... Road and highway weed control ...... Children's play space ...... Sports pitches ...... Floral displays and borders ...... Grass cutting ...... Dog waste bins ......

Parks and Recreation Grounds

The next questions are about parks and recreation grounds in the Bolsover District Council area.

Q31 What are your reasons, if any, for visiting local parks and recreation grounds? (Please choose all that apply) Haven't visited a Council park or As a meeting place ...... recreation ground in the last 12 months ...... To appreciate nature ...... To play football ...... To take exercise ...... To use children's play areas ...... To sit and relax ...... To walk/ walk the dog ...... To picnic ...... For rollerblading/skateboarding ...... As a shortcut to another destination ... To ride on a bike in a safe place ...... To jog ...... Other (Please X and write in box To use sports pitches/courts ...... below) ...... To play outdoors (other than children's play areas) ...... Q32 If you haven't visited a park or recreation ground in Bolsover District in the last 12 months, please say why? (Please choose all that apply) Not enough time ...... Don't feel safe ...... Use parks in other areas ...... Lack of/poor facilities ...... It's boring ...... No disabled access ...... Untidy because of litter ...... Anti-social behaviour ...... Not applicable ...... Other (Please X and write in box below) ......

About You

We ask demographic questions to ensure our survey results are representative in comparison with census data. All questions are optional. Please leave blank if you prefer not to say.

Q33 What is your postcode? (Please enter full postcode without any spaces)

Q34 Are you...? Male ...... Female ......

Q35 How old are you? 16-24 ...... 45-54 ...... 65-74 ...... 25-34 ...... 55-59 ...... 75+ ...... 35-44 ...... 60-64 ......

Q36 How would you describe your ethnic background? English/Welsh/Scottish/ Northern Irish/ British/ Irish ...... Other ethnic group ......

Q37 Are your day -to -day activities limited because of a health problem or disability which has lasted , or is expected to last , at least 12 months ? Yes , limited a lot ...... Yes , limited a little ...... No ......