Bournemouth Opinion Survey 2015
Produced by the Corporate Consultation and Research Team December 2015
Copyright
All maps in this report are reproduced from Ordnance Survey material with the permission of Ordnance Survey on behalf of the Controller of Her Majesty’s Stationery Office © Crown Copyright. Unauthorised reproduction infringes Crown copyright and may lead to prosecution or civil proceedings. 100019829 2015
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Contents
1. Introduction ...... 1 1.1. Methodology ...... 1 1.2. Results...... 1 2. Overall performance ...... 2 2.1. General satisfaction ...... 2 2.2. Satisfaction with the local area ...... 3 2.3. Satisfaction with the way Bournemouth Borough Council runs things ...... 5 2.4. Value for money ...... 7 3. Residents’ priorities ...... 9 4. Perceptions of the Council ...... 17 4.1. Seeking out residents’ views ...... 17 4.2. Acting on residents’ concerns ...... 19 4.3. Trust in the Council ...... 21 4.4. Speaking positively of the Council ...... 22 4.5. Fair treatment ...... 23 4.6. Building a Better Bournemouth ...... 25 5. Service satisfaction and usage ...... 26 5.1. Keeping public land clear of litter and refuse ...... 28 5.2. Refuse collection ...... 30 5.3. Doorstep recycling ...... 32 5.4. Local tips/ household waste recycling centres...... 34 5.5. Local transport information ...... 37 5.6. Local bus services ...... 40 5.7. Sport & leisure facilities ...... 44 5.8. Libraries ...... 47 5.9. Museums & galleries ...... 51 5.10. Theatres & concert halls ...... 54 5.11. Parks & open spaces ...... 56 5.12. Seafront ...... 59 6. Your community ...... 62 6.1. People from different ethnic backgrounds get on well together ...... 63 6.2. Pulling together to improve the local area ...... 65 6.3. Unpaid help ...... 66 6.4. Carers ...... 67 7. Community safety ...... 69 7.1. Feeling safe after dark ...... 69 7.2. Feeling safe during the day ...... 71 8. Anti-social behaviour ...... 73 8.1. Overall perceptions of anti-social behaviour ...... 73 8.2. Noisy neighbours and loud parties ...... 76 8.3. Rubbish or litter lying around ...... 78 8.4. Vandalism, graffiti and other deliberate damage ...... 80 8.5. People using or dealing drugs ...... 82 8.6. People being drunk or rowdy in public places ...... 84 8.7. Groups hanging around the streets ...... 86 8.8. Untidy gardens and other private land ...... 88 9. Dorset Police ...... 90 10. Contacting the Council ...... 92 10.1. Methods of contact ...... 92 10.2. Satisfaction with contact ...... 93 Visiting in person ...... 93 Telephone ...... 94 Website ...... 94 Email / post / Facebook / Twitter ...... 95 10.3. Ease of contact ...... 95 10.4. Preferred method of contact ...... 96 11. Communicating with the Council ...... 97 11.1. Access to the internet ...... 101 12. Health and wellbeing ...... 104 12.1. Social contact ...... 105 12.2. Satisfaction with life ...... 107 13. Appendix 1: Respondent profile...... 111 14. Appendix 2: Table of figures ...... 113
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1. Introduction Bournemouth Borough Council conducted the Bournemouth Opinion Survey in September and October 2015. The results are reported in this document. The survey used a similar questionnaire and methodology to the Place Survey, a statutory survey which was last carried out in 2008 after which time it was no longer mandatory for local authorities to carry out a residents’ survey. No further research of this kind was carried out in Bournemouth until 2012.
1.1. Methodology
The Bournemouth Opinion Survey (BOS) 2015 was a paper survey and an option for online completion was offered.
The survey was issued on Wednesday 2 September with a reminder on 5 October and closed on Monday 9 November. A total of 8,345 surveys were issued to a randomly selected sample of households. In addition to this a further 3,210 surveys were sent to a sample of residents living in Boscombe West and West Howe.
1.2. Results
In total 3,260 responses were received (28%). This represents a good sized sample, large enough to give us a high degree of confidence in the overall findings. On an observed statistic of 50%, a sample size of 3,260 is subject to a maximum standard error of +/-1.7% at the 95% level of confidence. This means that in this scenario, we can be fairly certain that if we had surveyed everyone in the Borough, the actual finding would have been somewhere between 48.3% and 51.7%.
As with previous years the survey responses have been weighted by gender, age group, disability, ethnicity and ward area.
Figures in this report are presented as a percentage of people who answered the question i.e. excluding ‘don’t know’, ‘not applicable’ and ‘no reply’.
The percentages in this report will not always add up to 100% this can be because of rounding or because respondents are allowed to select more than one response.
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2. Overall performance This section looks at residents’ satisfaction with their local area and with the Council overall, as well as value for money.
2.1. General satisfaction
Figure 1: Overall satisfaction 2008-2015 (% positive)
90% 82% 80% 81% 82% 80% 69% 70% 64% 66% 60% 51% 51% 53% 50% 47% 2008 2012 40% 35% 2013 30% 2015
20%
10%
0% Satisfaction with local area Satisfaction with the Value for money council
BASE: All respondents
Satisfaction with the local area has remained static since 2008. Satisfaction with the way Bournemouth Borough Council runs things has seen a significant increase of 3% to 69% in 2015. Value for money provided by the Council has also been on the increase since 2008 with an increase of two percentage points between 2013 and 2015
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2.2. Satisfaction with the local area
Residents were asked “Overall, how satisfied or dissatisfied are you with your local area as a place to live.” The local area is defined as the area within 15-20 minutes’ walk from where you live.
Figure 2: Overall satisfaction with local area (% respondents)
60% 50%49% 50%
40% 31%33% 30% 2013 20% 2015 9% 8% 7% 6% 10% 3% 3% 0% Very satisfied Fairly satisfied Neither Fairly Very satisfied nor dissatisfied dissatisfied dissatisfied
BASE: All respondents
The overall satisfaction with the local area has remained virtually unchanged since 2013. There has been a small but not significant increase in those saying that they are very satisfied with the area as a place to live, but this is within the margin of error.
Figure 3: Satisfaction with local area by protected characteristics (% satisfied)
65+ years (659) 86% Christian (1846) 85% BME(240) 84% Bisexual / Gay / Lesbian (180) 84% White British (2595) 84% No disability (2406) 84% Male (1533) 84% Heterosexual (2821) 83% 16-34 years (1093) 83% Female (1526) 83% Total (3236) 82% 35-44 years (495) 82% No religion (1049) 81% 45-64 years (844) 81% Disability (545) 80% Other religion (168) 79% White other (263) 76% 70% 72% 74% 76% 78% 80% 82% 84% 86% 88%
BASE: Varied as labelled
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Respondents who are aged 65+, Christian and respondents from a black minority ethnic background are more likely to be satisfied with their local area. Respondents from a white other ethnic background are least likely to be satisfied with the area as a place to live.
When the results are analysed by ward area satisfaction varies widely across the Borough. In Throop & Muscliff 97% of respondents were satisfied with their local area while in Boscombe West only 61% were satisfied.
Figure 4: Satisfaction with local area by ward (% satisfied)
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2.3. Satisfaction with the way Bournemouth Borough Council runs things
There has been a significant increase in satisfaction between 2013 and 2015 for this indicator but there has also been a significant increase in dissatisfaction and fewer respondents choosing the neutral option.
Figure 5: Satisfaction with the way the Council runs things (% respondents)
60% 51% 53% 50%
40%
30% 21% 2013 20% 15% 16% 15% 2015 12% 9% 10% 4% 4% 0% Very satisfied Fairly satisfied Neither Fairly Very satisfied nor dissatisfied dissatisfied dissatisfied
BASE: All respondents
Figure 6: Satisfaction with the Council by protected characteristics (% satisfied)
65+ years (654) 77% BME (232) 75% Christian (1841) 72% Female (1505) 70% Heterosexual (2784) 70% White British (2574) 69% No disability (2373) 69% Disability (545) 69% Total (3201) 69% Male (1521) 67% 16-34 years (1067) 67% 45-64 years (842) 67% Other religion (168) 66% 35-44 years (493) 66% No religion (1020) 65% Bisexual / Gay / Lesbian (180) 64% White other (256) 63% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90%
BASE: Varied as labelled
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As in 2013, respondents aged over 65 years are the most satisfied. Respondents from a black minority ethnic background are also more likely to be satisfied with the Council. Respondents from a white other background are least satisfied with the Council.
Figure 7: Satisfaction with the Council by ward (% satisfied)
There is some variation in satisfaction levels with the Council across the borough. Redhill and Northbourne and East Cliff and Springbourne have the lowest satisfaction level at 56% while Littledown and Iford (85%) and Throop and Muscliff (83%) have the highest level of satisfaction.
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2.4. Value for money
The percentage of respondents who agree that the Council provides value for money has increased to 53% (when rounded) from 51% in 2013.
Figure 8: Council provides value for money (% respondents)
50% 46% 45% 43% 40% 35% 31%30% 30% 25% 2013 20% 15% 2015 15% 13% 10% 8% 8% 4% 5% 3% 0% Strongly agree Tend to agree Neither agree Tend to Strongly nor disagree disagree disagree
BASE: All respondents
Respondents who are aged 65 or over (64%) are more likely to agree the Council provides value for money while the 45-64 age group (48%) are much less likely to agree.
Figure 9: Value for money by protected characteristics (% agree)
65+ years (641) 64% Other religion (165) 63% BME (233) 61% Christian (1782) 56% Disablity (532) 55% Male (1488) 55% Heterosexual (2716) 54% Total (3110) 53% White British (2503) 53% Female (1453) 53% No disability (2306) 53% 35-44 years (481) 52% 16-34 years (1033) 51% White Other (240) 51% Bisexual / Gay / Lesbian (179) 50% 45-64 years (815) 49% No religion (999) 48% 0% 10% 20% 30% 40% 50% 60% 70%
BASE: Varied as labelled
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Central ward has the highest level of agreement at 65% while Redhill and Northbourne have the lowest level of agreement (35%).
Figure 10: Council provides value for money by ward (% Agree)
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3. Residents’ priorities Respondents were asked what is most important in making somewhere a good place to live. The level of crime (55%) was rated as most important followed by Health services (49%), Clean streets (47%), Parks and open spaces (39%) and Affordable housing (39%).
Figure 11: Most important in making somewhere a good place to live
The level of crime 55% Health services 49% Clean streets 47% Parks and open spaces 39% Affordable decent housing 39% Care services / supporting vulnerable people 26% The level of traffic congestion 25% Public transport 25% Education provision 23% Road and pavement repairs 21% Access to nature 21% Shopping facilities 20% Job prospects 20% Wage levels and local cost of living 19% Activities for teenagers 11% Sports and leisure facilities 10% Facilities for young children 10% Cultural facilities (e.g. libraries, museums) 10% The level of pollution 7% Community activities 6% Race relations 2% Other 2% 0% 10% 20% 30% 40% 50% 60%
BASE: 2800 respondents
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Residents were also asked, from the same list, which things most need improving in their local area. The level of traffic congestion (49%), road & pavement repairs (44%), affordable decent housing (41%), the level of crime (33%) and clean streets (30%) are the top five things that are considered to be most in need of improvement.
Figure 12: Most in need of improvement in the local area
The level of traffic congestion 49% Road and pavement repairs 44% Affordable decent housing 41% The level of crime 33% Clean streets 30% Wage levels and local cost of living 25% Care services / supporting vulnerable people 22% Health services 21% Activities for teenagers 18% Job prospects 15% Facilities for young children 11% Community activities 11% Public transport 10% Parks and open spaces 10% Other 9% Shopping facilities 8% Cultural facilities (e.g. libraries, museums) 8% Sports and leisure facilities 7% The level of pollution 7% Education provision 7% Access to nature 4% Race relations 3% None of these 1% 0% 20% 40% 60%
BASE: 2947
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Table 1: Most important in making somewhere a good place to live (% selected as one of top 5)
Gender Age groups Disability?
16-34 35-44 45-64 65+ Male Female years years years years Yes No (1341) (1324) (930) (439) (736) (583) (457) (2120) The level of crime 57% 54% 60% 58% 54% 47% 49% 58% Clean streets 50% 45% 50% 44% 43% 51% 39% 49% Public transport 25% 23% 19% 13% 25% 40% 34% 22% Affordable decent housing 37% 41% 44% 37% 38% 32% 44% 37% Parks and open spaces 40% 39% 45% 47% 37% 28% 27% 43% Health services 46% 52% 41% 41% 50% 65% 59% 46% The level of traffic congestion 29% 20% 23% 24% 29% 24% 20% 27% Shopping facilities 20% 20% 17% 15% 20% 29% 25% 19% Education provision 19% 29% 24% 33% 25% 15% 17% 26% Access to nature 23% 20% 25% 25% 20% 16% 20% 22% Care services / supporting older, disabled and vulnerable people 25% 25% 12% 17% 30% 47% 46% 20% Wage levels and local cost of living 16% 22% 30% 23% 16% 4% 13% 21% The level of pollution 9% 6% 8% 9% 8% 6% 5% 8% Road and pavement repairs 25% 16% 14% 12% 24% 35% 29% 19% Activities for teenagers 11% 12% 10% 11% 14% 10% 13% 11% Sports and leisure facilities 12% 9% 14% 12% 10% 6% 6% 12% Race relations 2% 1% 1% 2% 3% 1% 3% 2% Job prospects 20% 22% 27% 23% 22% 7% 10% 22% Cultural facilities (e.g. libraries, museums) 9% 12% 8% 15% 10% 11% 10% 10% Facilities for young children 6% 14% 13% 16% 7% 5% 6% 11% Community activities 6% 8% 7% 9% 5% 5% 7% 6% Other 2% 2% 1% 3% 2% 2% 4% 2%
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Table 2 : Most important in making somewhere a good place to live
Sexual orientation? Ethnic background? Religion or belief?
Bisexual / Gay / White White No Other Heterosexual Lesbian British Other BME religion Christian religion (2449) (162) (2300) (203) (192) (918) (1603) (133) The level of crime 56% 51% 56% 47% 55% 56% 55% 60% Clean streets 46% 53% 46% 44% 59% 49% 46% 59% Public transport 24% 32% 25% 19% 30% 21% 26% 41% Affordable decent housing 38% 42% 37% 49% 43% 45% 35% 38% Parks and open spaces 40% 38% 41% 34% 27% 42% 37% 33% Health services 49% 50% 51% 42% 36% 42% 55% 32% The level of traffic congestion 25% 18% 26% 12% 21% 23% 26% 24% Shopping facilities 20% 14% 21% 16% 20% 19% 22% 23% Education provision 25% 13% 23% 23% 34% 22% 25% 21% Access to nature 21% 34% 20% 36% 24% 26% 18% 21% Care services / supporting older, disabled and vulnerable 26% 22% 27% 15% 16% 21% 29% 20% people Wage levels and local cost of living 18% 29% 17% 41% 17% 25% 15% 19% The level of pollution 8% 5% 7% 8% 13% 7% 7% 16% Road and pavement repairs 22% 19% 24% 9% 5% 19% 23% 15% Activities for teenagers 11% 9% 12% 10% 4% 10% 12% 14% Sports and leisure facilities 11% 13% 11% 8% 11% 11% 10% 14% Race relations 2% 4% 1% 1% 12% 1% 1% 11% Job prospects 20% 18% 18% 39% 23% 25% 19% 9% Cultural facilities (e.g. libraries, museums) 10% 13% 10% 15% 14% 11% 10% 9% Facilities for young children 11% 8% 10% 12% 9% 10% 10% 7% Community activities 6% 8% 6% 9% 15% 6% 7% 7% Other 2% 1% 2% 0% 4% 1% 2% 3%
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Table 3: Needs most improving in the local area
Gender Age Disability
16-34 35-44 45-64 Male Female years years years 65+ years Yes No (1428) (1411) (1032) (464) (777) (593) (489) (2268) The level of traffic congestion 54% 44% 48% 45% 51% 51% 42% 51% Road and pavement repairs 48% 41% 34% 40% 47% 61% 45% 44% The level of crime 35% 31% 35% 30% 32% 31% 30% 33% Clean streets 32% 28% 29% 25% 29% 37% 27% 31% Health services 23% 19% 17% 22% 18% 30% 30% 19% Affordable decent housing 41% 42% 48% 39% 38% 33% 39% 41% Job prospects 13% 18% 15% 19% 18% 9% 15% 15% Wage levels and local cost of living 22% 30% 35% 32% 22% 9% 17% 27% Care services / supporting older, disabled and vulnerable people 21% 23% 11% 18% 26% 38% 34% 18% Activities for teenagers 15% 21% 16% 22% 22% 14% 18% 18% Public transport 9% 12% 10% 7% 12% 12% 15% 10% Facilities for young children 9% 13% 14% 13% 9% 7% 9% 11% Cultural facilities (e.g. libraries, museums) 9% 7% 9% 11% 7% 5% 7% 8% Sports and leisure facilities 8% 6% 9% 8% 6% 3% 7% 7% Race relations 4% 2% 3% 5% 3% 1% 2% 3% Community activities 9% 12% 14% 12% 9% 7% 14% 10% The level of pollution 8% 5% 7% 5% 5% 8% 8% 6% Education provision 7% 8% 8% 10% 7% 4% 7% 7% Other 8% 9% 8% 12% 7% 8% 8% 9% Parks and open spaces 9% 11% 12% 15% 9% 6% 7% 11% Access to nature 4% 4% 5% 3% 4% 2% 6% 4% Shopping facilities 8% 8% 9% 8% 8% 7% 8% 8%
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Table 4: Needs most improving in the local area
Sexual orientation? Ethnic background? Religion or belief? Bisexual, Gay, White White No Other Heterosexual Lesbian British Other BME religion Christian religion (2630) (165) (2409) (234) (229) (985) (1694) (158) The level of traffic congestion 49% 42% 51% 34% 42% 49% 48% 51% Road and pavement repairs 45% 46% 48% 24% 22% 38% 49% 42% The level of crime 33% 38% 32% 37% 38% 36% 31% 39% Clean streets 30% 26% 30% 32% 24% 25% 33% 31% Health services 20% 27% 21% 16% 27% 18% 22% 25% Affordable decent housing 40% 42% 40% 52% 36% 49% 38% 25% Job prospects 16% 6% 13% 23% 27% 13% 15% 24% Wage levels and local cost of living 26% 23% 23% 42% 34% 31% 22% 22% Care services / supporting older, disabled and vulnerable people 22% 28% 24% 9% 18% 21% 23% 21% Activities for teenagers 19% 16% 19% 14% 11% 19% 18% 21% Public transport 10% 8% 9% 18% 15% 10% 10% 17% Facilities for young children 11% 11% 10% 19% 14% 10% 11% 15% Cultural facilities (e.g. libraries, museums) 7% 12% 7% 13% 11% 10% 6% 11% Sports and leisure facilities 7% 10% 6% 15% 14% 10% 5% 9% Race relations 2% 10% 3% 4% 5% 3% 3% 9% Community activities 11% 13% 10% 8% 21% 10% 12% 9% The level of pollution 7% 6% 6% 11% 7% 5% 7% 8% Education provision 7% 8% 7% 7% 14% 6% 7% 7% Other 8% 9% 9% 4% 6% 8% 9% 7% Parks and open spaces 10% 10% 9% 15% 27% 11% 10% 6% Access to nature 4% 11% 3% 10% 8% 4% 4% 6% Shopping facilities 8% 7% 9% 7% 6% 10% 8% 5%
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Figure 13: Most important and most needs improving
60%
R 50% Segment 2 J Segment 1 E
40% L C
30%
M D T
Most Most important H A O 20% P K U Segment 4 Segment 3 B 10% Q G I S F N 0% 0% 10% 20% 30% 40% 50% 60% Most needs improving
A Access to nature L Parks and open spaces B Activities for teenagers M Public transport C Affordable decent housing N Race relations D Care services / supporting older, O Road and pavement repairs disabled and vulnerable people E Clean streets P Shopping facilities F Community activities Q Sports and leisure facilities G Cultural facilities (e.g. libraries, R The level of crime museums) H Education provision S The level of pollution I Facilities for young children T The level of traffic congestion J Health services U Wage levels and local cost of living K Job prospects
When respondents’ perceptions of importance and improvement are plotted against each other, four segments are created which can help inform priorities for improvement. The four segments are as follows:
Segment 1: Things respondents see as most in need of improvement and as most important
The level of crime Clean streets Affordable decent housing Care Services / supporting older, disabled and vulnerable people Health services
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The level of traffic congestion
Segment 2: Things respondents see as important but are not priorities for improvement
Parks and open spaces Public transport Education provision
Segment 3: Things ranked below average importance but are above average in needing improvement
Activities for teenagers Road and pavement repairs Wage levels and local cost of living
Segment 4: Things which are ranked below average importance and improvement
Access to nature Shopping facilitates Job prospects Sports and leisure facilities Community activities Cultural facilities Facilities for young children Race relations The level of pollution
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4. Perceptions of the Council Residents were asked about their perceptions of the Council in terms of its responsiveness to residents’ views and how much they trust the Council.
48% said that the Council seeks out people’s views 64% said that the Council acts on residents’ concerns 72% said that they trust the Council
The survey also asked residents how they speak about the Council
45% said that they would speak positively of the Council
All of the results for the questions above have improved since 2013. There has been a significant increase in the number of respondents who said they trust the Council and a significant increase in the percentage of respondents who would speak positively about the Council.
4.1. Seeking out residents’ views
The survey asked “To what extent do you think that Bournemouth Borough Council seeks out people’s views on issues and services?” Fewer than half (48%) said that they did think that the Council seeks out residents’ views.
Figure 14: Council seeks residents’ views (% respondents)
50% 44%43% 45% 40%41% 40% 35% 30% 25% 2013 20% 2015 15% 9% 9% 10% 7% 7% 5% 0% A great deal A fair amount Not very much Not at all
BASE: All respondents
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There is very little significant variation between demographic groups, with the exception of black & minority ethnic (BME) where more than two thirds said that the Council seeks out their views.
Figure 15: Seeks out residents’ views by protected characteristics (% agree)
BME (185) 66% White Other (203) 64% Other religion (138) 62% 16-34 years (877) 52% Christian (1522) 50% Female (1243) 49% Heterosexual (2311) 49% 35-44 years (417) 49% Total (2654) 48% Male (1276) 48% No disability (1982) 48% 65+ years (541) 48% White British (2164) 45% Disability (456) 45% No religion (868) 44% Bisexual / Gay / Lesbian (155) 43% 45-64 years (713) 43% 0% 10% 20% 30% 40% 50% 60% 70%
BASE: Varied as labelled
There is quite wide variation between wards. Residents of Talbot and Branksome Woods, Boscombe West and Strouden Park are more likely to think the Council seeks out people’s views on issues and services compared to residents living in Westbourne and West Cliff.
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4.2. Acting on residents’ concerns
Figure 16: Council acts on residents’ concerns (% respondents)
60% 54%55%
50%
40% 31%31% 30% 2013 2015 20% 9% 9% 10% 6% 5%
0% A great deal A fair amount Not very much Not at all
BASE: All respondents
Residents were asked “To what extent do you think Bournemouth Borough Council acts on the concerns of local residents?” Almost two thirds (64%) said that they thought that the Council did act on residents’ concerns.
Residents aged 65 or over are the most likely to say the Council acts on the concerns of residents, with almost three quarters (72%) stating so. Respondents who are bisexual, gay or lesbian are less likely to agree the Council acts on the concerns of local residents.
Figure 17: Acts on residents’ concerns by protected characteristic (% a great deal / a fair amount)
65+ years (599) 72% BME (196) 72% White Other (207) 68% Christian (1541) 67% Other religion (138) 67% 16-34 years (808) 66% Disability (477) 66% Heterosexual (2264) 66% Female (1169) 65% Total (2617) 64% Male (1302) 64% No disability (1905) 64% White British (2097) 63% No religion (805) 61% 35-44 years (393) 58% 45-64 years (698) 58% Bisexual/ Gay / Lesbian (156) 55%
0% 20% 40% 60% 80%
BASE: Varied as labelled
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There is some variation between wards with more than three quarters of people in Littledown and Iford (76%) and Moordown (76%) saying that the Council does act on resident’s concerns and just over half of respondents living in East Cliff and Springbourne (51%) say that the Council does act on resident’s concerns.
Figure 18: Acts on residents’ concerns by ward area
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4.3. Trust in the Council
Trust in the Council has increased significantly by 5% since 2013. When asked “How much do you trust Bournemouth Borough Council?” 60% of respondents said a fair amount and a further 12% said a great deal. Fewer than one in ten (7%) said that they do not trust the Council at all.
Figure 19: Trust in the Council (% respondents)
70% 58%60% 60%
50%
40% 2013 30% 24%22% 2015 20% 12% 9% 9% 10% 7%
0% A great deal A fair amount Not very much Not at all
BASE: All respondents
There is some variation across demographic groups. Black minority ethnic groups have the most trust in the Council with 84% saying that they trust the Council. People aged 65+ were also more likely to trust the Council while people aged 35-64 and people who are bisexual, gay or lesbian are least likely to trust the Council.
Figure 20: Trust in the Council by protected characteristic (% trust council)
BME (218) 84% White Other (233) 78% 65+ years (622) 76% Christian (1663) 76% 16-34 years (945) 76% Female (1331) 74% Heterosexual (2510) 74% Total (2879) 72% No disability (2121) 72% Disability (505) 72% Other religion (146) 71% White British (2312) 71% Male (1402) 70% No religion (915) 68% 45-64 years (745) 68% 35-44 years (445) 66% Bisexual / Gay / Lesbian (167) 56% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90%
BASE: Varied as labelled
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Talbot and Branksome Woods and Boscombe East are the most trusting of the Council while Strouden Park and Redhill and Northbourne are least trusting of the Council.
4.4. Speaking positively of the Council
Respondents were asked how they feel about the Council. Just under half of respondents (45%) said that they would speak positively of the council with a further 39% stating that they had no views one way or another. Only 16% said that they would speak negatively of the council. There has been a significant improvement in these results since 2013.
Figure 21: Which of the following statements comes closest to how you feel about Bournemouth Borough Council? (% respondents)
45% 41%39% 40% 38% 34% 35% 30% 25% 20% 16% 2013 15% 13% 10% 7% 2015 6% 4% 5% 3% 0% Speak Speak No views one Speak Speak positively positively if way or another negatively if negatively without being asked asked without being asked asked
BASE: All respondents
People from BME groups are most likely to speak positively about the council with over six out of ten people saying that they speak positively (64%).
People with a disability are the most likely to be speak negatively, though they are no less likely than average to speak positively; they are among the least likely to have no opinion.
Respondents who are bisexual, gay or lesbian are the group least likely to speak positively about the Council, though they are no less likely than average to speak negatively; they are among the most likely to have no opinion.
Respondents who have an ‘other religion’ are significantly more likely to speak positively about the Council compared to respondents who have a Christian belief or no belief.
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Figure 22: Speaks positively by protected characteristics (% positive)
BME (232) 64% Other religion (164) 60% 65+ years (620) 52% White Other (255) 50% Disability (510) 49% Christian (1764) 48% Female (1451) 47% Heterosexual (2717) 47% Male (1482) 46% Total (3094) 45% 16-34 years (1071) 45% 35-44 years (480) 45% No disability (2334) 45% White British (2483) 44% 45-64 years (789) 42% No religion (1008) 40% Bisexual/Gay/Lesbian (164) 35% 0% 20% 40% 60% 80%
BASE: Varied as labelled
Central ward is the most positive ward with 59% of people speaking positively about the Council. Respondents living in Strouden Park are most likely to speak negatively about the Council.
4.5. Fair treatment
Respondents were asked whether or not they agree that council staff treat them with fairness and respect. Two thirds of respondents (66%) agreed that they were treated fairly and respectfully by council staff with more than a quarter giving a neutral response (26%). Only 8% disagreed with the statement, indicating that they felt they had not been treated with respect. There has been a significant increase (+5%) in the number of residents who say they have been treated fairly and respectfully.
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Younger people (aged 16-34) and male respondents are the least likely to feel they have been treated with respect while older people (aged 65+) and people from BME groups were most likely to say council staff had treated them fairly and respectfully.
Figure 23: Treated with fairness and respect by protected characteristics (% agree)
65+ years (597) 75% BME (204) 73% Disability (491) 72% Female (1233) 71% Christian (1577) 69% Heterosexual (2320) 67% White Other (217) 67% White British (2125) 66% 35-44 years (412) 66% Bisexual / Gay / Lesbian (158) 66% Total (2665) 66% No disability (1929) 65% Other religion (136) 64% 45-64 years (723) 64% No religion (803) 63% 16-34 years (811) 63% Male (1288) 63% 0% 10% 20% 30% 40% 50% 60% 70% 80%
BASE: Varied as labelled
24 Corporate Consultation & Research Bournemouth Opinion Survey 2015
4.6. Building a Better Bournemouth
The survey asked to what extent respondents believed that the Council is contributing to ‘Building a Better Bournemouth’. Just over three fifths (61%) of all respondents agreed that the Council was contributing to this aim. With just over one in ten respondents disagreeing (12%).
Seven out of ten respondents who have an other religion and those from a white other ethnic background agree that the Council is contributing to Building a Better Bournemouth. Just over half (53%) of respondents who are aged 45 – 64 agree with the statement.
Figure 24: Building a Better Bournemouth by protected characteristics(% agree)
Other religion (159) 70% White Other (238) 70% 16-34 years (1028) 66% BME (236) 65% 65+ years (624) 63% Female (1406) 62% No disability (2275) 62% Christian (1754) 62% Heterosexual (2654) 62% Total (3036) 61% Male (1479) 60% White British (2445) 60% 35-44 years (463) 59% No religion (966) 58% Bisexual / Gay / Lesbian (172) 56% Disability (516) 56% 45-64 years (798) 53% 0% 10% 20% 30% 40% 50% 60% 70% 80%
BASE: Varied as labelled
Corporate Consultation & Research 25 Bournemouth Opinion Survey 2015
5. Service satisfaction and usage The majority of services have seen a continued increase in satisfaction since 2008. All decreases in satisfaction are small and within the margin of error. There has been a significant increase in satisfaction for sport and leisure facilities and parks and open spaces.
Figure 25: Satisfaction with Council services (% satisfied)
45% 47% Museums/galleries 54% 53% 56% 66% Local transport information 68% 67% 62% 64% Theatres/concert halls 69% 69% 65% 72% Keeping public land clear of litter & refuse 70% 69% 57% 65% Sport/leisure facilities 70% 73% 62% 73% Local bus services 75% 74% 69% Local tips / Household waste recycling 73% centres 75% 76% 78% 80% Doorstep recycling 79% 78% 77% 77% Libraries 80% 81% 81% 83% Parks and open spaces 82% 85% 84% 89% Refuse collection 88% 86%
86% Seafront* 89% 90% 0% 20% 40% 60% 80% 100%
2008 2012 2013 2015
BASE: All respondents
*The 2008 survey did not include a question about satisfaction with the seafront
26 Corporate Consultation & Research Bournemouth Opinion Survey 2015
Overall usage of council services has remained fairly consistent since 2008 and the majority of increases or decreases in usage fall within the margin of error. The use of bus services has declined to 79% after a significant increase in usage in 2013. There has been a significant increase in the number of residents who have used a museum or gallery in the last 12 months.
Figure 26: Usage of Council services (% used in the last twelve months)
37% Museums/galleries 39% 40% 45% 61% Libraries 62% 63% 61% 63% Theatres/concert halls 61% 63% 65% 63% Sport/leisure facilities 64% 67% 69% 78% Local tips / Household waste recycling 78% centres 74% 74% 75% Local transport information 78% 80% 77% 78% Local bus services 80% 83% 79% 92% Parks and open spaces 93% 94% 95%
Seafront* 95% 96% 96%
0% 20% 40% 60% 80% 100% 120%
2008 2012 2013 2015
BASE: All respondents
*The 2008 survey did not include a question about usage of the seafront
Corporate Consultation & Research 27 Bournemouth Opinion Survey 2015
People who use services are more satisfied than those that don’t use or visit the service.
Table 5: Service satisfaction and use
% satisfied % difference between % using user / non- service Total User Non-user user Local tips / Household waste recycling centres 74% 76% 82% 48% +34% Local transport information 77% 67% 71% 53% +18% Local bus services 79% 74% 76% 58% +18% Sport/leisure facilities 69% 73% 79% 56% +23% Libraries 61% 81% 88% 66% +22% Museums/galleries 45% 53% 63% 42% +21% Theatres/concert halls 65% 69% 77% 50% +27% Parks and open spaces 95% 85% 86% 67% +19% Seafront 96% 90% 91% 65% +26%
5.1. Keeping public land clear of litter and refuse
Just fewer than seven out of ten respondents (69%) were satisfied with keeping public land clear of litter and refuse. This is a decrease when compared to the 70% who were satisfied in 2013 and 72% in 2012. The level of dissatisfaction has increased by 2%, from 19% in 2013 to 21% in 2015 and is the greatest dissatisfaction since asking this question.
Figure 27: Keeping public land clear of litter and refuse
2008 65% 16% 19%
2012 72% 12% 16%
2013 70% 11% 19%
2015 69% 9% 21%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Satisfied Neutral Dissatisfied
BASE: All respondents
28 Corporate Consultation & Research Bournemouth Opinion Survey 2015
Respondents from a BME background were the most satisfied with keeping land clear of litter and refuse, whilst those from a white British background and those who are bisexual, gay or lesbian are the least satisfied.
Figure 28: Satisfaction with keeping public land clear of litter and refuse by protected characteristics(% satisfied)
BME (239) 82% Other religion 168) 72% Disability (538) 72% White Other (258) 71% Heterosexual (2792) 70% 65+ years (637) 70% Christian (1813) 70% 35-44 years (491) 70% Female (1507) 70% 16-34 years (1094) 69% Total (3200) 69% Male (1521) 69% No disability (2386) 69% No religion (1048) 68% 45-64 years (838) 68% White British (2567) 68% Bisexual/ Gay/ Lesbian (178) 65% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90%
BASE: Varied as labelled
Corporate Consultation & Research 29 Bournemouth Opinion Survey 2015
Respondents living in Throop and Muscliff were the most satisfied with keeping land clear of litter and refuse (80%) whilst those living in Kinson South were the least satisfied (57%).
Figure 29: Satisfaction with keeping land clear of litter and refuse (% satisfied)
5.2. Refuse collection
Residents satisfaction with refuse collection has declined slightly from 88% in 2013 to 86% in 2015, however this change is within the margin of error.
Figure 30: Refuse collection (% respondents)
2008 84% 7% 9%
2012 89% 7% 5%
2013 88% 6% 6%
2015 86% 6% 8%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Satisfied Neutral Dissatisfied
BASE: All respondents
30 Corporate Consultation & Research Bournemouth Opinion Survey 2015
Respondents aged 65 and over were most satisfied with refuse collection whilst those aged 16 to 34 and respondents from a white other background were least satisfied.
Figure 31: Satisfaction with refuse collection by protected characteristics(% satisfied)
65+ years (658) 94% White British (2588) 88% 45-64 years (840) 88% Disability (547) 87% Female (1521) 87% Christian (1827) 87% Heterosexual (2810) 86% Total (3222) 86% No religion (1057) 86% No disability (2392) 86% 35-44 years (493) 85% Male (1525) 84% 16-34 years (1085) 79% BME (236) 78% Other religion (168) 77% Bisexual / Gay/ Lesbian (177) 76% White Other (261) 69% 0% 20% 40% 60% 80% 100%
BASE: Varied as labelled
Respondents living in Moordown (95%) were most satisfied with refuse collection and respondents living in Central were the least satisfied (70%).
Corporate Consultation & Research 31 Bournemouth Opinion Survey 2015
5.3. Doorstep recycling
Almost four fifths of respondents (78%) were satisfied with doorstep recycling which has declined by 2% since 2012.
Figure 32: Doorstep recycling (% respondents)
2008 78% 12% 11%
2012 80% 12% 9%
2013 79% 13% 9%
2015 78% 14% 9%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Satisfied Neutral Dissatisfied
BASE: All respondents
32 Corporate Consultation & Research Bournemouth Opinion Survey 2015
As with refuse collection, respondents aged 65 and over were most satisfied with doorstep recycling whilst those aged 16 to 34 and black and minority ethnic, white other and bisexual, gay and lesbian respondents were least satisfied.
Figure 33: Satisfaction with doorstep recycling (% satisfied)
65+ years (582) 88% Female (1376) 80% Christian (1657) 80% White British (2370) 80% Yes disability (487) 79% Heterosexual (2549) 79% 45-64 years (770) 79% Total (2912) 78% No disability (2186) 77% 35-44 years (448) 76% No religion (948) 76% Male (1382) 75% Other religion (151) 73% 16-34 years (987) 70% BME (203) 69% White Other (226) 64% Bisexual, Gay and Lesbian (158) 61% 0% 20% 40% 60% 80% 100%
BASE: Varied as labelled
Respondents living in Moordown were the most satisfied with doorstep recycling (93%) whilst those living in Central and Westbourne and West Cliff were the least satisfied (57%).
Corporate Consultation & Research 33 Bournemouth Opinion Survey 2015
5.4. Local tips/ household waste recycling centres
There has been a steady increase in the satisfaction levels with household recycling centres since 2008. In 2015 just over three quarters of respondents (76%) were satisfied with household recycling centres whilst less than one in ten (8%) were dissatisfied.
Figure 34: Local tips / household waste recycling centres (% respondents)
2008 69% 17% 14%
2012 73% 17% 10%
2013 75% 15% 11%
2015 76% 16% 8%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Satisfied Neutral Dissatisfied
BASE: All respondents
Satisfaction with household recycling centres increases with age; respondents aged 65 and over are the residents most satisfied with household waste recycling centres. Residents aged 16 – 44 and residents from a black minority and white other ethnic background and residents who are bisexual, gay or lesbian are less likely to say they are satisfied with household waste recycling centres.
34 Corporate Consultation & Research Bournemouth Opinion Survey 2015
Figure 35: Satisfaction with local tips / household waste recycling centres by protected characteristics (% satisfied)
65+ years (562) 85% Female (1339) 79% White British (2306) 77% 45-64 years (766) 77% Christian (1647) 77% Disability (447) 77% Total (2837) 76% Heterosexual (2497) 76% No disability (2158) 75% No religion (899) 74% 35-44 years (434) 72% Male (1353) 72% 16-34 years (956) 70% BME (202) 70% Other religion (149) 68% White Other (214) 66% Bisexual, Gay, Lesbian (142) 66% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90%
BASE: Varied as labelled
Respondents living in Kinson North were the most satisfied with local tips / household waste recycling centres (91%) whilst those living in Westbourne and West Cliff were less likely to be satisfied (53%). However, respondents living in Central ward and Boscombe West were most likely to be dissatisfied.
Just under three quarters of respondents (74%) across the borough had used the local tips / recycling centres in the last 12 months.
Figure 36: Usage of Local tips/ Household waste recycling centres
40% 35% 33% 30% 25% 22% 20% 16% 15% 10% 10% 10% 7% 5% 2% 0% Almost At least About once Within the Within the Longer ago Never used every day once a week a month last 6 last year months
BASE: 3038 respondents
Corporate Consultation & Research 35 Bournemouth Opinion Survey 2015
Residents aged 16-34, from a white other ethnic background and bisexual, gay, lesbian are significantly less likely to use the local household waste recycling centre compared to other groups. Figure 37: Usage of Local tips/ Household waste recycling centres by protected characteristic
35-44 years (479) 80% 7% 13% 45-64 years (813) 78% 11% 10% Christian (1728) 77% 9% 13% 65+ years (606) 77% 10% 14% Female (1446) 76% 7% 17% Other religion (149) 75% 17% 8% BME (206) 75% 11% 14% White British (2469) 75% 10% 15% Heterosexual (2660) 75% 10% 15% No disability (2305) 75% 10% 16% Male (1437) 73% 12% 14% Disability (506) 72% 12% 16% No religion (1012) 70% 8% 22% 16-34 years (1021) 67% 10% 23% White Other (237) 67% 7% 27% Bisexual, Gay, Lesbian (176) 61% 15% 24%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Within the last year Longer ago Never
BASE: Varied as labelled
36 Corporate Consultation & Research Bournemouth Opinion Survey 2015
5.5. Local transport information
Just over two thirds of respondents (67%) said that they were satisfied with local transport information; this has decreased by 1% since 2013. Just over three quarters (77%) of respondents said they had used local transport information in the last 12 months and satisfaction with the service was greater among those that had used it; 71% of service users said they were satisfied compared to 53% of non-users.
Figure 38: Local transport information (% respondents)
2008 56% 29% 15%
2012 66% 24% 10%
2013 68% 21% 10%
2015 67% 23% 10%
0% 20% 40% 60% 80% 100%
Satisfied Neither Dissatisfied
BASE: All respondents
Figure 39: Satisfaction with local transport information by protected characteristics (% satisfied)
BME (212) 76% Other religion (159) 75% White Other (237) 72% 65+ years (589) 70% Christian (1638) 70% Female (1338) 69% 35-44 years (429) 68% Heterosexual (2505) 68% Total (2868) 67% 16-34 years (1003) 67% Disability (466) 67% No disability (2156) 66% White British (2308) 66% Male (1382) 65% Bisexual / Gay / Lesbian (158) 64% 45-64 years (731) 63% No religion (922) 60% 0% 10% 20% 30% 40% 50% 60% 70% 80%
BASE: Varied as labelled
Corporate Consultation & Research 37 Bournemouth Opinion Survey 2015
Residents from a black minority and white other ethnic group, those over the age of 65 and female residents are more likely to say they are satisfied with local transport information. Male respondents and those aged 45 – 64 are least likely to say they are satisfied with local transport information.
Almost four out of five respondents (77%) have used local transport information within the last year. Respondents from a BME and white other background are most likely to use local transport information.
Figure 40: Local transport information usage
25% 21% 21% 20% 16% 15% 11% 11% 12% 10% 8%
5%
0% Almost At least About once Within the Within the Longer ago Never used every day once a week a month last 6 last year months
BASE: 2941 respondents
38 Corporate Consultation & Research Bournemouth Opinion Survey 2015
Figure 41: Local transport information usage by protected characteristics.
White Other (245) 85% 5% 10% BME (224) 82% 9% 9% 35-44 years (471) 81% 11% 8% Other religion (152) 80% 5% 14% Christian (1669) 79% 10% 11% Female (1396) 79% 11% 10% Disability (474) 78% 8% 14% 16-34 years (1025) 78% 11% 12% Bisexual, Gay, Lesbian (168) 76% 13% 11% Heterosexual (2580) 76% 11% 12% No disability (2240) 76% 12% 12% White British (2362) 75% 12% 13% 45-64 years (780) 75% 13% 12% Male (1404) 75% 11% 13% 65+ years (558) 74% 10% 17% No religion (979) 72% 14% 14%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Within the last year Longer ago Never
BASE: Varied as labelled
Corporate Consultation & Research 39 Bournemouth Opinion Survey 2015
5.6. Local bus services
The proportion of respondents who had used local bus services in the last year has decreased from 83% in 2013 to 79% in 2015. Almost three quarters of respondents (74%) stated that they were satisfied with local bus services, whilst just over one in ten (11%) said they were dissatisfied.
Figure 42: Local bus services (% respondents)
2008 62% 20% 18%
2012 73% 17% 10%
2013 75% 15% 10%
2015 74% 16% 11%
0% 20% 40% 60% 80% 100%
Satisfied Neither Dissatisfied
BASE: All respondents
Residents aged 65+ and respondents whose sexual orientation is bisexual, gay or lesbian are most satisfied with bus services. Male respondents and those who have an other religious belief are the least satisfied with the bus services.
40 Corporate Consultation & Research Bournemouth Opinion Survey 2015
Figure 43: Satisfaction with local bus services by protected characteristics (% satisfied)
65+ years (608) 83% Bisexual, Gay, Lesbian (166) 80% Christian (1687) 76% Disability (494) 76% White Other (239) 75% 35-44 years (438) 75% Female (1342) 74% White British (2323) 74% Heterosexual (2520) 74% Total (2903) 74% Male (1405) 73% No disability (2157) 72% 16-34 years (988) 71% No religion (904) 70% BME (222) 69% 45-64 years (740) 68% Other religion (159) 65% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90%
BASE: Varied as labelled
Residents living in Moordown and Boscombe East areas are the most satisfied with bus service whereas residents living in Kinson South and Wallisdown and Winton West are the least satisfied.
Figure 44: Satisfaction with bus services (% satisfied)
Corporate Consultation & Research 41 Bournemouth Opinion Survey 2015
Almost four out of five respondents had used the bus service within the last year. Respondents from a white other background were most likely to have used the bus service in the last year.
Figure 45: Bus users 20% 18% 19% 17% 18% 16% 16% 14% 12% 12% 10% 10% 8% 8% 6% 4% 2% 0% Almost At least About once Within the Within the Longer ago Never used every day once a week a month last 6 last year months
BASE: 3092 respondents
Figure 46: Bus users by protected characteristics
White Other (255) 88% 4% 8% BME (234) 83% 12% 5% Bisexual, Gay, Lesbian (175) 83% 12% 5% 65+ years (622) 83% 7% 10% Other religion (163) 82% 8% 10% Disability (513) 82% 8% 10% Christian (1743) 80% 11% 9% Male (1470) 80% 10% 10% 35-44 years (476) 79% 15% 7% 16-34 years (1067) 79% 11% 10% White British (2481) 78% 12% 10% Heterosexual (2704) 78% 12% 10% No disability (2333) 78% 13% 9% Female (1466) 78% 13% 8% No religion (1030) 76% 12% 11% 45-64 years (803) 75% 15% 10% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Within the last year Longer ago Never
BASE: Varied as labelled
42 Corporate Consultation & Research Bournemouth Opinion Survey 2015
Just fewer than nine out of ten people in Boscombe East (87%) and Boscombe West (87%) had used local bus services in the last year compared to just over two thirds (68%) of people in Redhill and Northbourne.
Figure 47: Use of local bus services (% using service)
Corporate Consultation & Research 43 Bournemouth Opinion Survey 2015
5.7. Sport & leisure facilities
Almost seven out of ten respondents (69%) had used council supported sport & leisure facilities in the past 12 months, an increase from 64% in 2012 and 67% in 2013.
More than seven out of ten respondents (73%) said they were satisfied with sport and leisure facilities whereas just fewer than one in ten people (8%) were dissatisfied. Satisfaction with sport and leisure facilities has increased by 3% since 2013.
Figure 48: Satisfaction with sport and leisure facilities (% respondents)
2008 57% 28% 15%
2012 65% 24% 11%
2013 70% 21% 9%
2015 73% 20% 8%
0% 20% 40% 60% 80% 100% Satisfied Neither Dissatisfied
BASE: All respondents
Use of Council sport and leisure facilities decreases with age; 83% of 16-34 year olds have used the service compared to 64% aged 45-64 and 40% aged 65+ but there has been an increase in usage for all age groups since 2013.
44 Corporate Consultation & Research Bournemouth Opinion Survey 2015
Figure 49: Satisfaction with sport and leisure by protected characteristics (% satisfied)
16-34 years (1026) 77% Female (1328) 76% Christian (1572) 74% Heterosexual (2459) 73% No disability (2152) 73% BME (227) 73% White British (2223) 73% Total (2784) 73% 35-44 years (453) 72% No religion (919) 72% 45-64 years (725) 71% Bisexual, Gay, Lesbian (149) 71% Male (1325) 69% White Other (232) 69% Other religion (150) 68% Disability (424) 67% 65+ years (479) 65% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90%
BASE: Varied as labelled
Almost seven out of ten respondents had used sport and leisure facilities within the last year. Respondents from a white other background and those aged 16 – 34 are the groups most likely to have used sport and leisure facilities within the last year. Respondents aged 65 and over and those with a disability are less likely to use sport and leisure facilities.
Figure 50: Sport and Leisure facilities usage
25% 23%
20% 19% 16% 15% 15% 13% 11% 10%
5% 4%
0% Almost everyAt least once About once Within the Within the Longer ago Never used day a week a month last 6 last year months
BASE:2925 respondents
Corporate Consultation & Research 45 Bournemouth Opinion Survey 2015
Figure 51: Sport and leisure usage by protected characteristics
White Other (243) 84% 5% 11% 16-34 years (1042) 83% 5% 12% BME (217) 81% 6% 14% 35-44 years (474) 81% 10% 8% Female (1395) 74% 11% 15% No disability (2247) 73% 11% 16% Heterosexual (2563) 70% 12% 18% Christian (1635) 69% 13% 18% No religion (992) 69% 12% 19% White British (2359) 66% 14% 20% 45-64 years (772) 64% 18% 18% Male (1399) 64% 14% 22% Other religion (153) 60% 14% 26% Bisexual / Gay / Lesbian (166) 55% 15% 30% Disability (462) 50% 20% 30% 65+ years (531) 40% 21% 39% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Within the last year Longer ago Never
BASE: Varied as labelled
46 Corporate Consultation & Research Bournemouth Opinion Survey 2015
5.8. Libraries
Just over four out of five respondents (81%) were satisfied with libraries whilst 4% were dissatisfied. Satisfaction level with the library service has increased by 4% since 2012.
Figure 52: Satisfaction with libraries (% respondents)
2008 77% 18% 5%
2012 77% 19% 4%
2013 80% 17% 3%
2015 81% 15% 4%
0% 20% 40% 60% 80% 100%
Satisfied Neither Dissatisfied
BASE: All respondents
Respondents from a black minority and white other ethnic background and female respondents were most satisfied with library services whilst male respondents and those aged 45 – 64 were the least satisfied group.
Corporate Consultation & Research 47 Bournemouth Opinion Survey 2015
Figure 53: Satisfaction with libraries by protected characteristics (% satisfied)
BME (225) 88% White Other (232) 85% Female (1341) 85% Disability (491) 83% 65+ years (570) 83% Heterosexual (2480) 82% Other religion (156) 82% Christian (1653) 82% 16-34 years (972) 82% 35-44 years (439) 81% Total (2842) 81% White British (2265) 80% No disability (2111) 80% Bisexual, Gay, Lesbian (162) 78% No religion (895) 78% 45-64 years (741) 78% Male (1348) 77% 0% 20% 40% 60% 80% 100%
BASE: Varied as labelled
Figure 54: Satisfaction with libraries (% satisfied)
48 Corporate Consultation & Research Bournemouth Opinion Survey 2015
People in Queens Park (64%) and West Southbourne (74%) are the least satisfied with libraries while those in Boscombe East (95%) and Central (90%) were most satisfied.
Just over six out of ten respondents (61%) had used the library service in the last year, a decline of 2% since 2013. Respondents from a white other and BME ethnic background were most likely to have used the library service in the last twelve months.
Figure 55: Library usage
25% 20% 20% 20% 20% 15% 15% 12% 11% 10%
5% 2%
0% Almost At least About once Within the Within the Longer ago Never used every day once a week a month last 6 last year months
BASE: 3039 respondents
Figure 56: Library usage by protected characteristics
White Other (247) 69% 16% 15% BME (240) 68% 15% 17% 35-44 years (474) 67% 20% 13% Christian (1714) 64% 18% 17% Female (1456) 64% 20% 16% Disability (500) 61% 20% 19% Heterosexual (2666) 60% 21% 19% No disability (2304) 60% 20% 20% 65+ years (598) 60% 18% 22% White British (2433) 59% 21% 21% Bisexual / Gay / Lesbian (168) 59% 11% 29% 45-64 years (793) 59% 23% 18% 16-34 years (1053) 59% 18% 23% Other religion (165) 58% 15% 27% Male (1441) 57% 19% 24% No religion (1008) 55% 21% 23% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Within the last year Longer ago Never
BASE: Varied as labelled
Corporate Consultation & Research 49 Bournemouth Opinion Survey 2015
Use of libraries varies by ward with less than half (42%) of respondents in Wallisdown and Winton West having used a library in the last 12 months compared to nearly three quarters in West Southbourne.
Figure 57: Use of libraries (% used library in past 12 months)
50 Corporate Consultation & Research Bournemouth Opinion Survey 2015
5.9. Museums & galleries
Of all the services listed in the survey, this is the least used with just fewer than half (45%) of respondents having visited a museum or gallery in the past 12 months, this has increased by 5% since the last survey.
Just over half of respondents (53%) said they were satisfied with museums and galleries. One third (33%) said that they were neither satisfied nor dissatisfied with the service and 15% said that they were dissatisfied.
Figure 58: Satisfaction with museums and galleries (% respondents)
2008 45% 38% 16%
2012 47% 35% 18%
2013 54% 31% 15%
2015 53% 33% 15%
0% 20% 40% 60% 80% 100% Satisfied Neither Dissatisfied
BASE: All respondents
Residents aged 65 and over and female respondents were most satisfied with museums and galleries whilst respondents aged 16 – 34 were the groups less likely to be satisfied.
Corporate Consultation & Research 51 Bournemouth Opinion Survey 2015
Figure 59: Satisfaction with museums and galleries by protected characteristic (% satisfied)
65+ years (482) 65% Female (1170) 58% Christian (1451) 57% 45-64 years (660) 56% White British (2006) 54% Heterosexual (2189) 54% Total (2515) 53% Disability (411) 53% No disability (1895) 52% White Other (197) 51% BME (205) 48% 35-44 years (400) 48% Male (1219) 48% No religion (786) 46% 16-34 years (865) 45% Bisexual / Gay / Lesbian (146) 44% Other religion (144) 43% 0% 10% 20% 30% 40% 50% 60% 70%
BASE: Varied as labelled
Just under one half of respondents (45%) had visited a museum or gallery within the last 12 months. Respondents from a BME and white other ethnic background were more likely to have visited compared to other groups. Figure 60: Museum and Galleries usage 30% 27% 28%
25%
20% 18% 18%
15%
10% 6% 5% 1% 2% 0% Almost At least About once Within the Within the Longer ago Never used every day once a week a month last 6 last year months
BASE: 2888 respondents
52 Corporate Consultation & Research Bournemouth Opinion Survey 2015
Figure 61: Museum and Galleries usage by protected characteristics
BME (224) 54% 23% 23% White Other (246) 53% 23% 23% Bisexual, Gay, Lesbian (163) 50% 21% 29% 16-34 years (998) 48% 21% 31% 35-44 years (463) 47% 28% 25% Christian (1640) 45% 28% 26% No disability (2210) 45% 28% 27% Female (1386) 45% 28% 27% Heterosexual (2537) 44% 28% 28% No religion (943) 44% 25% 31% Male (1375) 44% 27% 29% White British (2306) 43% 28% 29% 45-64 years (756) 43% 34% 24% Disability (465) 42% 25% 33% 65+ years (561) 40% 29% 31% Other religion (162) 36% 34% 30% 0% 20% 40% 60% 80% 100%
Within the last year Longer ago Never
BASE: Varied as labelled
Corporate Consultation & Research 53 Bournemouth Opinion Survey 2015
5.10. Theatres & concert halls
Just over two thirds (69%) of respondents said they were satisfied with theatres and concert halls. Slightly fewer than two thirds of respondents (65%) had used theatres and concert halls in the past 12 months.
Figure 62: Satisfaction with theatres and concert halls (% respondents)
2008 62% 25% 12%
2012 64% 26% 10%
2013 69% 22% 9%
2015 69% 23% 8%
0% 20% 40% 60% 80% 100%
Satisfied Neither Dissatisfied
BASE: All respondents
Residents aged 65 and over and female respondents are most satisfied with theatres and concert halls whilst respondents from a BME ethnic background were least satisfied.
54 Corporate Consultation & Research Bournemouth Opinion Survey 2015
Figure 63: Satisfaction with theatres and concert halls by protected characteristics (% satisfied)
65+ years (543) 74% Female (1322) 74% Christian (1609) 72% Bisexual / Gay / Lesbian (155) 71% Disability (454) 71% White British (2248) 70% Total (2793) 69% Heterosexual (2449) 69% 16-34 years (979) 69% White Other (215) 68% No disability (2109) 68% 45-64 years (732) 67% 35-44 years (421) 66% No religion (889) 65% Male (1326) 63% Other religion (152) 62% BME (214) 61% 0% 10% 20% 30% 40% 50% 60% 70% 80%
BASE: Varied as labelled
Over six out of ten respondents (65%) had visited a theatre or concert hall in the last twelve months. Respondents who are bisexual, gay or lesbian and those aged 16–34 were more likely to have visited theatres and concert halls compared to other groups.
Figure 64: Theatre and concert hall usage
35% 32% 30%
25% 21% 20% 20% 15% 15% 10% 10%
5% 1% 1% 0% Almost At least About once Within the Within the Longer ago Never used every day once a week a month last 6 last year months
Base: 2998 respondents
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Figure 65: Theatre and concert hall usage by protected characteristics
Bisexual / Gay / Lesbian (165) 70% 20% 10% 16-34 years (1035) 70% 15% 15% No disability (2281) 67% 19% 14% 35-44 years (467) 67% 21% 12% Female (1440) 67% 19% 13% White Other (246) 66% 20% 14% White British (2415) 65% 20% 14% Heterosexual (2628) 65% 20% 15% Christian (1694) 65% 20% 14% No religion (989) 65% 19% 16% Male (1418) 63% 20% 17% BME (220) 62% 14% 24% 45-64 years (790) 62% 23% 14% 65+ years (590) 60% 23% 17% Other religion (163) 59% 20% 21% Disability (489) 59% 22% 20% 0% 20% 40% 60% 80% 100%
Within the last year Longer ago Never
BASE: Varied as labelled
5.11. Parks & open spaces
Parks and open spaces were used by almost all respondents (95%). Satisfaction with parks and open spaces was high with 85% of respondents saying that they were satisfied this has increased significantly by 3% since 2013.
Figure 66: Satisfaction with parks and open spaces (% respondents)
2008 81% 12% 6%
2012 83% 9% 8%
2013 82% 10% 8%
2015 85% 8% 8%
0% 20% 40% 60% 80% 100%
Satisfied Neither Dissatisfied
BASE: All respondents
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Figure 67: Satisfaction with parks & open spaces by protected characteristics (% respondents)
Other religion (165) 93% 65+ years (626) 90% Bisexual, Gay, Lesbian (172) 88% Christian (1798) 86% Female (1484) 86% White Other (257) 85% White British (2538) 85% Heterosexual (2771) 85% No disability (2372) 85% Disability (523) 85% All respondents (3165) 85% 16-34 years (1092) 84% Male (1508) 84% 45-64 years (821) 83% 35-44 years (486) 83% No religion (1032) 82% BME (238) 81% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
BASE: Varied as labelled
Respondents in Kinson South were the least satisfied with parks & open spaces. Respondents in Talbot and Branksome Wood and East Southbourne & Tuckton and Central wards were most satisfied with parks & open spaces.
Figure 68: Satisfaction with parks & open spaces (% satisfied)
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Almost one quarter of respondents (24%) visit parks and open spaces every day. Almost all respondents (95%) had visited within the last 12 months. Those with a disability and aged over 65 are slightly less likely to have visited within the last 12 months.
Figure 69: Parks & open spaces usage
40% 35% 35%
30% 24% 25% 21% 20%
15% 11% 10% 5% 5% 3% 2%
0% Almost At least About once Within the Within the Longer ago Never used every day once a week a month last 6 last year months
BASE: 3141 respondents
Figure 70: Use of parks and open spaces by protected characteristics
35-44 years (488) 99% 16-34 years (1077) 98% White Other (254) 97% Other religion (157) 97% No religion (1035) 97% No disability (2367) 97% Bisexual, Gay, Lesbian (167) 96% Male (1486) 96% White British (2536) 95% Heterosexual (2756) 95% Female (1496) 95% BME (227) 94% Christian (1782) 94% 45-64 years (831) 94% Disability (518) 91% 65+ years (617) 89% 0% 20% 40% 60% 80% 100%
Within the last year Longer ago Never
BASE: Varied as labelled
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Figure 71: Use of parks and open spaces (at least once a year %)
5.12. Seafront
Satisfaction with the seafront is high with almost nine in ten people saying that they are satisfied and only 5% saying they were dissatisfied. There is only a small difference in satisfaction by demographic groups with 88% of 45–64 years olds stating they were satisfied and 92% of residents who are bisexual, gay or lesbian stating they were satisfied.
Figure 72: Satisfaction with seafront (% respondents)
2012 86% 7% 7%
2013 89% 7%4%
2015 90% 6%5%
0% 20% 40% 60% 80% 100%
Satisfied Neither Dissatisfied
BASE: All respondents
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Figure 73: Satisfaction with seafront by protected characteristics (% satisfied)
Bisexual / Gay / Lesbian (179) 92% 65+ years (639) 91% 16-34 years (1096) 91% Female (1502) 91% White Other (259) 90% White British (2558) 90% Heterosexual (2788) 90% Other religion (165) 90% All respondents (3189) 90% Christian (1811) 90% No religion (1046) 90% No disability (2390) 90% BME (237) 89% Disability (524) 89% 35-44 years (490) 89% Male (1515) 89% 45-64 years (825) 88% 0% 20% 40% 60% 80% 100%
BASE: Varied as labelled
Almost all respondents had visited the seafront in the past year (96%). Respondents aged 65 and over and respondents with a disability are slightly less likely to visit once a year compared to other groups.
Figure 74: Seafront usage
45%
40% 39%
35% 30% 27% 25% 20% 17% 15% 11% 10% 4% 5% 2% 1% 0% Almost At least About once Within the Within the Longer ago Never used every day once a week a month last 6 last year months
BASE: 3169 respondents
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Figure 75: Seafront usage by protected characteristics.
White Other (253) 99% Other religion (157) 99% 35-44 years (492) 99% 16-34 years (1081) 99% No religion (1050) 98% No disability (2386) 98% BME (232) 97% Bisexual, Gay, Lesbian (174) 97% Heterosexual (2775) 97% 45-64 years (832) 97% Male (1502) 97% White British (2559) 96% Female (1508) 96% Christian (1798) 95% Disability (526) 91% 65+ years (636) 91% 0% 20% 40% 60% 80% 100%
Within the last year Longer ago Never
BASE: Varied as labelled
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6. Your community Just over two thirds of respondents (67%) say that they feel they belong to their local area which is a 3% increase when compared to 64% of respondents who felt they belonged to their local area in 2013.
Figure 76: How strongly do you feel you belong to your local area? (% respondents)
60%
50% 48% 48%
40%
30% 27% 26% 2013 19% 2015 20% 15% 9% 10% 7%
0% Very strongly Fairly strongly Not very strongly Not at all strongly
BASE: All respondents
A sense of belonging increases with age; from 63% of those aged 16 to 34 to 76% of those aged 65 and over. Respondents from BME backgrounds are more likely to have a sense of belonging than white respondents.
Figure 77: Sense of belonging to local area by protected characteristics (% belonging)
65+ years (645) 76% BME (227) 74% Other religion (167) 72% Christian (1803) 70% Male (1501) 69% No disability (2355) 68% 45-64 years (824) 67% Heterosexual (2761) 67% Bisexual / Gay / Lesbian (167) 67% Total (3152) 67% White British (2541) 67% Female (1487) 66% Disability (534) 65% 35-44 years (487) 64% 16-34 years (1065) 63% No religion (1019) 63% White Other (256) 60% 0% 10% 20% 30% 40% 50% 60% 70% 80%
BASE: Varied as labelled
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Figure 78: Sense of belonging to local area (% belonging)
Residents living in East Southbourne and Tuckton, West Southbourne, Westbourne and West Cliff and Talbot and Branksome Woods are the more likely to feel that they belong to their local area whilst residents in Boscombe West, East Cliff & Springbourne and Winton East are least likely.
6.1. People from different ethnic backgrounds get on well together
Just over six out of ten respondents (61%) agreed that people from different ethnic backgrounds get on well together which is consistent with 2013. The proportion of respondents who disagree that people from different ethnic backgrounds get on well together has increased marginally, from 12% in 2013 to 15% in 2015.
Figure 79: Your local area is a place where people from different ethnic backgrounds get on well together? (% respondents)
50% 46%47% 45% 40% 35% 27% 30% 25% 25% 2013 20% 15% 14% 2015 15% 11% 10% 7% 5% 4% 5% 0% Definitely Tend to agree Neither agree Tend to Definitely agree nor disagree disagree disagree
BASE: All respondents
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People from BME and other white backgrounds are more likely to agree that people from different ethnic backgrounds get on well together than white British respondents.
Figure 80: People from different ethnic backgrounds get on well together by protected characteristics (% agree)
Other religion (157) 84% White Other (216) 74% BME (223) 72% 35-44 years (409) 67% Female (1237) 65% 16-34 years (910) 65% Bisexual / Gay / Lesbian (151) 64% No disability (1991) 63% Heterosexual (2294) 61% Total (2617) 61% No religion (837) 60% Christian (1513) 59% White British (2086) 59% Male (1253) 58% 45-64 years (702) 58% Disability (433) 56% 65+ years (502) 54% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90%
BASE: Varied as labelled
Figure 81: People from different ethnic backgrounds get on well together (% agree)
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Residents living in Talbot & Branksome Woods, Central and East Southbourne & Tuckton are most likely to agree that their local area is a place where people from different ethnic backgrounds get on well together. Respondents living in Boscombe West, Kinson North and Winton East are the residents most likely to disagree that people from different ethnic backgrounds get on well together.
6.2. Pulling together to improve the local area
Just over one third of respondents (34%) agree that people in their local community pull together to improve their local area which is broadly in line with the 2013 results when 35% agreed. The proportion of respondents who disagree has increased by 5%; from 26% in 2013 to 31% in 2015.
Figure 82: To what extent would you agree or disagree that people in this local area pull together to improve the local area? (% respondents)
40% 38% 35% 35% 29% 30% 28%
25% 21% 19% 20% 2013 15% 2015 9% 10% 8% 7% 5% 5%
0% Definitely Tend to agree Neither agree Tend to Definitely agree nor disagree disagree disagree
BASE: All respondents
Residents aged 65 and over and residents from BME backgrounds are more likely to say that people in the local area pull together to improve the local area.
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Figure 83: People in this local area pull together to improve the local area by protected characteristics (% agree)
BME (233) 46% 65+ years (517) 44% Other religion (157) 39% Christian (1560) 38% 35-44 years (405) 37% Female (1277) 36% Heterosexual (2388) 35% Disability (447) 35% No disability (2082) 34% Total (2725) 34% White British (2182) 34% Male (1310) 33% 45-64 years (738) 32% 16-34 years (960) 29% White Other (204) 27% No religion (872) 27% Bisexual / Gay / Lesbian (154) 23% 0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50%
BASE: Varied as labelled
6.3. Unpaid help
Over two fifths of residents (44%) have given some sort of unpaid help (group or individual) in the last 12 months which is consistent with 2013. Just under one third of residents (31%) have given unpaid help to a group, club or organisation.
Figure 84: Overall, about how often over the last 12 months have you given unpaid help to any groups, clubs or organisations? (% respondents)
60% 56%56%
50%
40%
30% 2013 20% 12% 14% 13% 2015 11% 9% 11% 9% 10% 8%
0% At least once a Less than once Less often I give unpaid I have not week a week but at help as an given any least once a individual only unpaid help at month all
BASE: All respondents
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Respondents from BME backgrounds and those with other religious beliefs are most unlikely to give unpaid help to groups, clubs and organisations.
Figure 85: Given unpaid help to any groups, clubs or organisations by protected characteristics (% respondents)
Other religion (143) 40% BME (202) 39% 16-34 years (1021) 34% No disability (2278) 33% Christian (1693) 32% Female (1424) 32% Heterosexual (2633) 31% Total (2999) 31% White British (2447) 31% Male (1421) 31% 45-64 years (792) 31% 65+ years (599) 29% 35-44 years (461) 28% No religion (1007) 28% Bisexual / Gay / Lesbian (167) 28% Disability (495) 26% White Other (233) 22% 0% 5% 10% 15% 20% 25% 30% 35% 40% 45%
BASE: Varied as labelled
6.4. Carers
In the 2015 survey, respondents were asked if they look after, or give any help or support to family members, friends, neighbours or others because of either long-term physical or mental ill-health or problems related to old age. Three in ten respondents (30%) said they care for others, the vast majority of whom give care for between 1 and 19 hours per week.
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Figure 86: Do you look after family members, friends, neighbours or others because of a disability or old age? (% respondents)
80% 70% 70%
60%
50%
40%
30% 24% 20%
10% 2% 4% 0% No Yes, 1-19 hours a Yes, 20-49 hours a Yes, 50 or more week week hours a week
BASE: All respondents
Respondents with a disability and those aged 45 and over are most likely to have caring responsibilities.
Figure 87: Carers by protected characteristics (% respondents)
Disability (527) 40% 45-64 years (839) 39% 65+ years (627) 33% White British (2545) 32% Christian (1788) 31% Heterosexual (2780) 30% Total (3169) 30% Female (1514) 29% Male (1492) 29% 35-44 years (480) 29% No religion (1050) 29% No disability (2383) 27% Other religion (165) 21% BME (230) 20% 16-34 years (1091) 20% Bisexual / Gay / Lesbian (167) 19% White Other (263) 15% 0% 5% 10% 15% 20% 25% 30% 35% 40% 45%
BASE: Varied as labelled
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7. Community safety This section looks at the perceptions of safety in the local area both during the day and after dark. These questions have been consistently included since the 2008 survey so we can compare over time as well as by area and by demographic group.
Figure 88: Perceptions of safety (% feel safe)
90% 87% 85% 86%
52% 54% 47% 50%
2008 2012 2013 2015
Safe after dark Safe during the day
BASE: All respondents
Not surprisingly people feel significantly safer during the day than they do after dark. Feelings of safety after dark have been gradually improving since 2008. Perception of safety during the day declined slightly from 2008 to 2012 but has changed little since then.
7.1. Feeling safe after dark
The survey asked “How safe or unsafe do you feel when outside in your local area after dark?”
The feeling of safety after dark has again increased slightly since 2013, though this is within the margin of error. However, it has increased 7% since 2008 indicating that there is an upward trend, with more residents feeling safe after dark.
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Figure 89: Feelings of safety in local area after dark (% respondents)
45% 46%
20% 20% 17% 18% 11% 7% 8% 8%
Very safe Fairly safe Neither safe nor Fairly unsafe Very unsafe unsafe
2013 2015
BASE: All respondents
People from black minority ethnic groups feel safest while those from other white backgrounds feel least safe.
Figure 90: Feel safe after dark by protected characteristics (% feel safe)
BME (240) 66% 35-44 years (488) 60% Male (1512) 60% 45-64 years (832) 59% Other religion (166) 56% Heterosexual / straight (2765) 56% No disability (2385) 56% 65+ years (615) 56% Christian (1786) 54% No religion (1042) 54% White British (2535) 54% Total (3158) 54% Disability (521) 50% Female (1489) 50% Bisexual / Gay / Lesbian (174) 48% 16-34 years (1099) 48% White Other (257) 46% 0% 10% 20% 30% 40% 50% 60% 70%
BASE: Varied as labelled
There is more variation by ward. In Boscombe West only a quarter (25%) of respondents said that they feel safe after dark and in East Cliff & Springbourne around a third (35%) feel
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safe. In contrast, three quarters of residents in Throop & Muscliff (75%) and East Southbourne & Tuckton (74%) feel safe after dark.
Figure 91: Feels safe in local area after dark (% feel safe)
7.2. Feeling safe during the day
Residents were asked to what extent they feel safe outside in their local area during the day. As we might expect, more people feel safe during the day than they do after dark with 85% of respondents saying that they feel fairly safe or very safe. However, perceptions of safety during the day have been gradually declining since the 2008 survey.
Figure 92: Feelings of safety in local area during the day (% respondents)
50% 47% 46% 45% 40% 40% 38% 35% 30% 25% 20% 15% 8% 8% 10% 6% 5% 5% 1% 1% 0% Very safe Fairly safe Neither safe nor Fairly unsafe Very unsafe unsafe
2013 2015
BASE: All respondents
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People with disabilities and people from other white ethnic backgrounds feel less safe during the day than the average, while people from other religions feel safer.
Figure 93: Feels safe during the day by protected characteristics (% feel safe)
Other religion (169) 94% BME (240) 90% No disability (2406) 89% 35-44 years (495) 88% Male (1530) 88% Heterosexual / straight (2817) 87% 65+ years (651) 87% Total (3225) 86% White British (2587) 86% Christian (1833) 86% No religion (1053) 86% Female (1527) 85% Bisexual / Gay / Lesbian (178) 85% 45-64 years (841) 85% 16-34 years (1100) 85% White Other (261) 81% Disability (538) 80% 70% 75% 80% 85% 90% 95% 100%
BASE: Varied as labelled
Almost all residents in Talbot & Branksome Woods (97%) feel safe during the day. In contrast, only seven in ten residents (70%) of Boscombe West say that they feel safe.
Figure 94: Feels safe in local area during the day (% feel safe)
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8. Anti-social behaviour Anti-social behaviour is defined as incidents where an act, condition, thing or person causes trouble, annoyance, irritation, inconvenience, offence or suffering to individuals, groups or the local community.
The BOS identified seven different types of anti-social behaviour and asked respondents how much of a problem each of those behaviours are in their local area. Six of these indicators (all except ‘untidy gardens and other private land’) are used by the Crime Survey for England & Wales to measure anti-social behaviour. Scores are allocated according to how big a problem the respondent perceives for each indicator, and the scores are combined to give an overall score.
BOS uses a similar methodology1. Combining the scores for the six indicators from the Crime Survey for England & Wales, the highest possible score is 18 and scores of 10 or more indicate a high perception of anti-social behaviour.
8.1. Overall perceptions of anti-social behaviour
Overall perception of anti-social behaviour appears to have decreased slightly since 2013, though this is within the margin of error. Just over one in five respondents had a combined score of 10 or more, indicating that they have a high perception of anti-social behaviour in their area.
Figure 95: Perception of anti-social behaviour (% respondents)
High overall perception of ASB 24% 22%
People using or dealing drugs 40% 41%
People being drunk or rowdy in public places 39% 36%
Rubbish or litter lying around 34% 35%
Groups hanging around the streets 33% 26% Vandalism, graffiti and other deliberate damage 26% to property or vehicles 26%
Untidy gardens or other privately owned land 20% 22%
Noisy neighbours or loud parties 22% 20%
2013 2015
BASE: All respondents
1 The Crime Survey for England & Wales includes a seventh indicator, ‘burned out cars and other vehicles’ which is not captured in the BOS so results are not directly comparable.
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The perception of individual types of anti-social behaviour is mixed. There has been a small (not statistically significant) increase in the perception of drug use, rubbish & litter and untidy gardens. There is no change to the perception of vandalism and a small (not significant) decrease in the perception of noisy neighbours. There has been a significant decrease in the perception of people being drunk or rowdy (-3%) and a large decrease (-7%) in the perception of groups hanging round the streets.
Other white ethnic groups (35%), those with no religion (32%) and those aged 16-34 (30%) are more likely to have a high perception of anti-social behaviour while those aged 65+ (12%) are much less likely to perceive high anti-social behaviour levels.
Figure 96: High perception of anti-social behaviour (% respondents)
White Other (244) 35% Other religion (158) 32% 16-34 years (1065) 30% BME (224) 26% No religion (1028) 25% Total (3096) 22% No disability (2337) 22% Male (1473) 22% Bisexual / Gay / Lesbian (165) 21% Heterosexual / straight (2717) 21% Female (1464) 21% White British (2505) 20% Disability (511) 20% 45-64 years (810) 20% Christian (1743) 19% 35-44 years (482) 19% 65+ years (613) 12% 0% 5% 10% 15% 20% 25% 30% 35% 40%
BASE: Varied as labelled
The biggest variations are between wards with more than half of residents in Boscombe West (56%) having a high perception of anti-social behaviour and virtually none Throop & Muscliff (2%) and in East Southbourne & Tuckton (4%).
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Figure 97: Overall perception of anti-social behaviour (% with high perception)
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8.2. Noisy neighbours and loud parties
One fifth of respondents (20%) perceive noisy neighbours and loud parties a problem. Non- white British respondents and bisexual, gay and lesbian respondents are most likely to perceive noisy neighbours as a problem. People in rented accommodation, both social and private, are more likely to be perceive noisy neighbours and loud parties as a problem compared to owner/occupiers.
Figure 98: Problem with noisy neighbours & loud parties by protected characteristics (% problem)
White Other (249) 32% BME (232) 27% Bisexual / Gay / Lesbian (170) 26% Disability (514) 25% 16-34 years (1086) 24% 35-44 years (481) 22% Total (3102) 20% No religion (1034) 20% Male (1465) 20% Christian (1750) 20% 45-64 years (814) 20% Other religion (159) 19% Heterosexual (2722) 19% Female (1483) 19% White British (2498) 18% No disability (2343) 18% 65+ years (596) 11% 0% 5% 10% 15% 20% 25% 30% 35%
BASE: Varied as labelled
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Figure 99: Problem with noisy neighbours & loud parties (% problem)
Noisy neighbours and loud parties is more likely to be perceived as a problem in Winton East, Central and Boscombe West.
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8.3. Rubbish or litter lying around
Just over one third of respondents (35%) perceived litter & rubbish lying around as a problem which is broadly consistent with 2013. Respondents from other backgrounds and those with other religious beliefs are most likely to perceive rubbish and litter as a problem.
Figure 100: Problem with rubbish or litter lying around by protected characteristics (% problem)
White Other (257) 48% Other religion (160) 46% Bisexual / Gay / Lesbian (171) 39% 16-34 years (1070) 38% Christian (1769) 36% Disability (521) 36% Male (1491) 35% Total (3132) 35% No disability (2357) 34% White British (2524) 34% Heterosexual (2743) 34% Female (1478) 34% 35-44 years (492) 34% 45-64 years (819) 33% No religion (1040) 32% 65+ years (621) 32% BME (223) 31% 0% 10% 20% 30% 40% 50% 60%
BASE: Varied as labelled
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Figure 101: Problem with rubbish and litter lying around (% problem)
Rubbish or litter lying around is more likely to be perceived as a problem in Kinson South, East Cliff and Springbourne and Boscombe West.
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8.4. Vandalism, graffiti and other deliberate damage
Just over one quarter of respondents (26%) perceived vandalism, graffiti and other deliberate damage to property or vehicles as a problem which is consistent with 2013. Respondents aged 16 to 34 and those from other white backgrounds are most likely to perceive vandalism and graffiti as a problem.
Figure 102: Problem with vandalism & graffiti by protected characteristics (% problem)
16-34 years (1066) 33% White Other (241) 32% Bisexual / Gay / Lesbian (160) 29% No religion (1022) 27% No disability (2311) 27% Male (1452) 26% Total (3043) 26% White British (2462) 26% Heterosexual (2679) 25% Female (1439) 25% Christian (1713) 25% 35-44 years (478) 24% 45-64 years (797) 23% Other religion (154) 22% BME (220) 20% Disability (494) 20% 65+ years (579) 18% 0% 5% 10% 15% 20% 25% 30% 35%
BASE: Varied as labelled
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Figure 103: Problem with vandalism & graffiti (% problem)
Vandalism and graffiti is more likely to be perceived as a problem in Kinson South, Winton East, Central, East Cliff and Springbourne and Boscombe West.
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8.5. People using or dealing drugs
Just over two fifths of respondents (41%) perceived people using or dealing drugs as a problem which is broadly consistent with 2013. Non-white British respondents, bisexual, gay and lesbian respondents and those aged 16 to 34 are most likely to perceive drug use and dealing as a problem. People in rented accommodation, both social and private, are more likely to be aware of a drug problem in their area compared to owner/occupiers.
Figure 104: Problem with people using or dealing drugs by protected characteristics (% problem)
White Other (226) 56% Bisexual / Gay / Lesbian (150) 49% 16-34 years (967) 48% BME (195) 45% Other religion (148) 44% No religion (919) 43% Disability (415) 43% Male (1269) 42% 35-44 years (427) 42% Total (2635) 41% No disability (2026) 40% Heterosexual (2326) 40% Female (1246) 39% White British (2118) 39% Christian (1437) 38% 45-64 years (705) 38% 65+ years (439) 28% 0% 10% 20% 30% 40% 50% 60%
BASE: Varied as labelled
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Figure 105: Problem with people using or dealing drugs (% problem)
People using and dealing drugs is more likely to be perceived as a problem in East Cliff and Springbourne and Boscombe West.
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8.6. People being drunk or rowdy in public places
Drunk and rowdy behaviour was identified as a problem by over one third of respondents (36%) which is a decrease of 3% when compared to 2013 who identified this behaviour as a problem. Respondents from other white backgrounds are most likely to perceive people being drunk and rowdy as a problem whilst those aged 65 and over are least likely.
Figure 106: Problem with people being drunk or rowdy in public places by protected characteristics (% problem)
White Other (248) 57% Other religion (157) 49% 16-34 years (1050) 48% Bisexual / Gay / Lesbian (166) 41% BME (213) 40% No religion (1015) 39% No disability (2266) 37% Male (1429) 37% Female (1405) 36% Total (2978) 36% Heterosexual (2619) 35% White British (2398) 34% Christian (1647) 33% 35-44 years (484) 33% Disability (492) 32% 45-64 years (792) 32% 65+ years (535) 24% 0% 10% 20% 30% 40% 50% 60%
BASE: Varied as labelled
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Figure 107: Problem with drunk & rowdy behaviour in public places (% problem)
People being drunk and rowdy is more likely to be perceived as a problem in Central ward, East Cliff and Springbourne and Boscombe West.
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8.7. Groups hanging around the streets
The proportion of respondents perceiving groups hanging around the street as a problem has decreased significantly; from 33% in 2013 to 26% in 2015. Respondents aged 16 to 34 and non-white British respondents are most likely to perceive groups hanging around as a problem.
Figure 108: Problem with groups hanging around the streets by protected characteristics (% problem)
White Other (246) 38% 16-34 years (1060) 34% BME (208) 31% Other religion (153) 30% Female (1424) 27% Disability (488) 27% Heterosexual (2628) 26% Total (2988) 26% Christian (1660) 25% No religion (1017) 25% No disability (2278) 25% White British (2420) 24% Male (1420) 24% 45-64 years (786) 23% 35-44 years (480) 20% Bisexual / Gay / Lesbian (165) 19% 65+ years (545) 17% 0% 5% 10% 15% 20% 25% 30% 35% 40%
BASE: Varied as labelled
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Figure 109: Problem with groups hanging around the streets (% problem)
Groups hanging around the street is more likely to be perceived as a problem in Kinson South, Central and Boscombe West.
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8.8. Untidy gardens and other private land
Just over one fifth of respondents (22%) said that untidy gardens were a problem in their area. Respondents aged 65 and over were least likely to identify untidy gardens as a problem whilst those with other religious beliefs were most likely.
Figure 110: Problem with untidy gardens by protected characteristics (% problem)
Other religion (156) 28% White Other (246) 26% 16-34 years (1048) 25% Female (1436) 24% BME (203) 24% White British (2461) 22% Christian (1701) 22% Heterosexual (2666) 22% Total (3030) 22% 35-44 years (469) 22% No religion (1014) 22% No disability (2297) 22% 45-64 years (807) 21% Disability (497) 20% Male (1444) 20% Bisexual / Gay / Lesbian (167) 20% 65+ years (585) 18% 0% 5% 10% 15% 20% 25% 30%
BASE: Varied as labelled
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Figure 111: Problem with untidy gardens or other private land (% problem)
Untidy gardens are more likely to be perceived as a problem in Kinson South, Winton East, Queen’s Park and Boscombe West.
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9. Dorset Police A new question was included in the 2015 survey which asked residents how satisfied they are with Dorset Police. Almost three fifths of respondents (59%) were satisfied with Dorset Police. Less than one third (29%) were neutral and just over one in ten (12%) were dissatisfied.
Figure 112: Satisfaction with Dorset Police 2013/2015 (% respondents)
45% 42% 40% 35% 29% 30% 25% 20% 17% 15% 10% 7% 5% 5% 0% Very satisfied Fairly satisfied Neither satisfied Fairly dissatisfied Very dissatisfied nor dissatisfied
BASE: All respondents
Non White British respondents are most likely to be satisfied with Dorset Police whilst bisexual, gay and lesbian respondents are least likely to be satisfied.
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Figure 113: Satisfaction with Dorset Police by protected characteristics (% satisfied)
BME (222) 68% White Other (236) 65% 16-34 years (989) 62% Female (1377) 62% Other religion (148) 62% Christian (1695) 62% 65+ years (619) 62% 35-44 years (459) 61% No disability (2210) 60% Heterosexual (2578) 60% Total (2938) 59% White British (2400) 58% Disability (511) 58% Male (1446) 56% No religion (948) 55% 45-64 years (787) 55% Bisexual / Gay / Lesbian (156) 52% 0% 10% 20% 30% 40% 50% 60% 70% 80%
BASE: Varied as labelled
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10. Contacting the Council This section looks at respondents’ methods of contacting the Council, their satisfaction with the service received and their preferred method of contacting the Council.
It should be noted that many of the questions in this section have changed since the previous survey so direct comparisons are not always possible.
10.1. Methods of contact
The survey asked if respondents had contacted the Council in the last 12 months and, if so, what method did they use for their most recent contact.
Just over half of respondents (52%) said that they had contacted the Council in the past 12 months. Of these, six out of ten (60%) had used the telephone for their most recent contact. Approximately one in seven (15%) had visited in person with a similar number (14%) having used email. Fewer than one in ten (8%) had made contact through the website, a very small number (2%) had written a letter and less than 1% reported that they had made contact via facebook or twitter.
Figure 114: Method of most recent contact with the Council
70% 60% 60%
50%
40%
30%
20% 15% 14%
10% 8% 2% 0% 0% Over the In person Email Through the In writing Facebook or phone website through the Twitter post
BASE: 1568 respondents
People aged 45-64 (57%) and aged 35-44 (55%) were significantly more likely to have contacted the Council than those aged 16-34 (49%) and those aged 65+ (48%). People with a disability (58%) were more likely to have contacted the Council than those without a disability (50%).
People from other white ethnic backgrounds were much more likely (33%) to visit in person than those from white British (13%) or black minority ethnic backgrounds (20%). Other white groups are also much less likely to use the telephone to contact the Council (35%) compared to people from black minority ethnic (66%) and white British backgrounds (62%).
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One in five males (19%) had visited in person compared to only one in ten females (11%), while almost one in five females (18%) had contacted the Council by email compared to one in ten males (11%).
People with a disability (21%) were more likely to visit in person than those without (14%).
In 2013 respondents were asked about all of their contact with the Council over the past 12 months, not just the most recent, and were able to select all methods they had used during the year for different types of transactions. This means that direct comparisons are not possible. However, the 2013 results showed that the telephone was the most common means of contacting the Council for all types of transactions. The website was the second most common for making a one-off payment or for finding information, with respondents preferring to visit in person when applying for services or using email to report a problem.
10.2. Satisfaction with contact
The survey asked customers how satisfied they were with various aspects of their most recent transaction with the Council, based on the method of contact. Respondents gave a score on a 1 to 10 scale where 1 = exceptionally dissatisfied and 10 = exceptionally satisfied.
Visiting in person
In general, those customers visiting in person were the most satisfied with their experience. A third (33%) said that they were exceptionally satisfied with the friendliness of staff and more than a third (35%) were exceptionally satisfied with the helpfulness of staff.
Figure 115: Average score for satisfaction with visit in person
Competence of staff (233) 7.9 / 10
Friendliness of staff (234) 8.0 / 10
Helpfulness of staff (234) 8.0 / 10
Speed of service (234) 7.3 / 10
BASE: Varied as labelled
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Telephone
Those who had contacted the Council by telephone were the largest group. Satisfaction with the helpfulness and competence of staff rated an average score of 7.4 out of 10, slightly less than for those visiting in person. More than one in five (22%) were exceptionally satisfied with the competence of staff while almost a quarter (24%) were exceptionally satisfied with the helpfulness of staff. Satisfaction with the ease of getting through was considerably lower than for the other factors.
Figure 116: Average score for satisfaction with contact by telephone
Competence of staff (908) 7.4 / 10
Helpfulness of staff (918) 7.4 / 10
The ease of getting through (925) 6.6 / 10
BASE: Varied as labelled
Website
Fewer than one in ten respondents (8%) said that their most recent contact with the Council was via the website. Satisfaction was generally lower than for other methods of contact. The payment process was the aspect with the highest average level of satisfaction in this category, though this had a very low sample base. The payment process had more mid- range scores, with fewer people being exceptionally satisfied or dissatisfied than the other aspects in this group.
Figure 117: Average score for satisfaction with contact via website
Usefulness of information (105) 6.7 / 10
The payment process (38) 7.1 / 10
Ease of finding what you want (108) 6.9 / 10
BASE: Varied as labelled
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Email / post / Facebook / Twitter
This form of contact has the lowest average satisfaction scores. It also has significantly higher levels of dissatisfaction with one in five respondents (21%) being exceptionally dissatisfied with the speed of response and almost as many (18%) exceptionally dissatisfied with the usefulness of information provided. (For comparison, among the other categories the highest level of exceptional dissatisfaction is with ease of getting through by telephone at 8%).
Figure 118: Average score for satisfaction with contact by email / letter / Facebook / Twitter
Usefulness of information provided (226) 5.9 / 10
Speed of response (227) 5.9 / 10
BASE: Varied as labelled
People contacting the Council via Facebook / Twitter were happier (7.7) with the speed of response than those using email (5.9) or letter (6.1). Social media (6.0) and email users (5.9) were happier with the usefulness of the information provided than those contacting the Council by letter (5.1).
10.3. Ease of contact
Respondents were asked to state, on a scale of 1 to 10, how much effort they had to make to complete their transaction, where 1 = very little effort and 10 = a lot of effort. Overall, half of respondents (50%) gave a low score of 1 – 4 while a third gave a high score of 7 – 10.
Contact by phone rated the lowest average score for effort while writing a letter rated the highest. The overall average score was 4.8.
Over the phone 4.6 Email 4.9 Through the website 5.0 In person 5.2 In writing through the post 5.3
People in younger age groups found that they needed to make more effort to complete their transactions than older respondents. The average score from 35-44 year olds was 5.3 and from 16-34 year olds was 5.0, compared to 4.6 for 45-64 year olds and 4.1 for those aged 65+.
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10.4. Preferred method of contact
Respondents were asked, if all services were equally easy to access by all methods of contact, which method would they prefer to use. Respondents were able to choose more than one preferred method.
The telephone remains a popular choice and is the preferred method of contact for all services except for making a payment where the website is preferred.
Figure 119: Preferred method of contact
12% 65% 29% report a problem or fault? (3138) 32% 3% 3%
14% 53% 40% apply for a service? (3044) 28% 5% 1%
15% 36% 50% make a payment? (2970) 12% 14% 1%
20% 50% 46% get information or advice? (3093) 23% 6% 4%
Visit in person Phone Website Email Post Facebook or Twitter
BASE: Varied as labelled
Compared to results from the 2013 survey, preference for website, email, post and social media have changed very little or not at all. However, preference for visiting in person and using the telephone has decreased quite considerably for all types of transaction, and particularly for making a payment. Preference for making payments in person has decreased from 24% to 15% while preference for making payments by phone has decreased from 48% to 36%.
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11. Communicating with the Council Residents were asked how well informed Bournemouth Borough Council keeps residents about the services and benefits it provides. The proportion of residents feeling well informed has increased by 5%, from 58% in 2013 to 63% in 2015.
Figure 120: Information provision (% respondents)
60% 51% 50% 46%
40% 33% 30% 30% 2013 2015 20% 11% 12% 9% 10% 7%
0% Very well informed Fairly well Not very well Not well informed informed informed at all
BASE: All respondents
The proportion of respondents saying that they feel well informed increases with age, from 56% of those aged 16 to 34 to 73% of those aged 65 and over. White British respondents feel less informed than those from other white and BME backgrounds.
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Figure 121: Informed about council services and benefits by protected characteristics (% informed)
65+ years (633) 73% BME (234) 68% Other religion (159) 68% Disability (517) 68% Christian (1757) 66% White Other (241) 64% Male (1457) 64% 45-64 years (786) 64% Heterosexual (2644) 63% Total (3032) 63% White British (2434) 62% Bisexual / Gay / Lesbian (178) 62% No disability (2249) 61% 35-44 years (470) 61% Female (1416) 61% No religion (958) 58% 16-34 years (1016) 56% 0% 10% 20% 30% 40% 50% 60% 70% 80%
BASE: Varied as labelled
The main sources of information residents use to find out about council news and decisions have remained fairly consistent with those cited in 2013. BH Life, local newspapers and word of mouth remain the key sources of information relied upon by residents to find out about council news and decisions.
There has been a significant decline in the percentage of residents using local newspapers although there has been an increase in the proportion of residents using online news.
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Figure 122: Main sources of information 2013/2015 (% respondents using source)
BH Life magazine 53% 54% The Daily Echo / local newspapers 50% 39% Word of mouth 29% 32% Daily Echo online 18% 24% Local TV 22% 23% The Council's main website 25% 22% Other Council publications or leaflets 13% 14% BBC Radio Solent 8% 7% Other Council websites e.g. Bournemouth 7% Tourism 7% Council's social media 5% 7% None of these 5% 5% Commercial / community radio 5% 5% Direct from staff or Councillors 4% 4% 0% 10% 20% 30% 40% 50% 60%
2013 2015
BASE: All respondents
Over one in ten respondents (13%) receive their information about the Council solely from Council information sources (BH life, Council website etc.) and one in five (20%) receive council information solely from non-Council information sources. Just over two thirds (67%) receive their information from a mixture of council and non-council sources.
Residents who receive their information solely from Council sources feel significantly more informed than residents who receive their information from solely non-Council sources. Two thirds of respondents (66%) who receive information solely from Council sources feel informed compared to just under half of respondents (49%) who receive their information solely from non-Council sources feeling informed.
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When comparing the top three sources of information for different demographic groups, there are very few differences noted. Residents aged 16 to 34 are more likely to receive information from the Daily Echo online compared to those in older age groups. Respondents aged 45 and over and those with a disability are more likely to receive information from local TV whilst Non-white British respondents are more likely to use the Council’s website as a source of information compared to other groups.
Table 6: How do you tend to find out about the latest Council news and decisions?
Total Gender Age Group Disability Ethnicity Religion Sexual Orientation Bisexual / White White No Other Hetero- Gay / 16 - 34 35 - 44 45 - 64 65+ Yes No British Other BME religion Christian religion sexual Lesbian (3129) M (1488) F (1480) (1067) (819) (638) (470) (528) (2352) (2521) (259) (228) (1019) (1783) (163) (2739) (172)
BH Life magazine 54% 51% 57% 39% 52% 63% 70% 58% 53% 57% 34% 47% 49% 58% 54% 55% 49% Local newspapers 39% 42% 37% 32% 30% 45% 50% 45% 37% 40% 34% 40% 33% 44% 28% 39% 36% Word of mouth 32% 34% 29% 40% 35% 26% 23% 29% 33% 32% 37% 23% 38% 27% 38% 31% 41% Daily Echo online 24% 24% 25% 33% 28% 23% 11% 15% 27% 26% 22% 10% 29% 22% 18% 25% 20% Local TV 23% 25% 21% 12% 21% 27% 37% 31% 21% 25% 7% 17% 22% 25% 15% 23% 27% Council's website 22% 22% 23% 26% 28% 23% 9% 15% 24% 20% 35% 27% 23% 21% 18% 22% 23% Other Council publications 14% 12% 16% 13% 13% 15% 18% 15% 14% 13% 20% 18% 13% 16% 10% 14% 21% BBC Radio Solent 7% 8% 6% 4% 3% 5% 15% 9% 6% 7% 6% 2% 4% 8% 6% 7% 3% Other Council websites 7% 7% 8% 10% 9% 6% 3% 7% 8% 5% 15% 15% 6% 7% 12% 7% 11% Council's social media 7% 5% 9% 12% 11% 4% 1% 5% 8% 6% 16% 6% 6% 7% 10% 7% 8% None of these 5% 6% 4% 7% 5% 4% 3% 4% 5% 4% 7% 11% 5% 4% 13% 5% 6% Radio 5% 5% 5% 5% 8% 5% 2% 4% 5% 5% 4% 6% 6% 5% 3% 5% 1% From staff or Councillors 4% 3% 5% 3% 3% 5% 5% 6% 4% 4% 4% 4% 3% 4% 5% 4% 3%
BASE: Varied as labelled
= one of the top 3 preferred methods for this group
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Respondents were asked how they would prefer to find out about the latest Council news and decisions. The top three sources that residents would prefer to use are BH Life magazine, local newspapers and the Council’s main website. Just under one in ten respondents (9%) would prefer to find out Council news through word of mouth compared to 32% who currently hear news in this way. Over one in ten respondents (12%) would prefer to use the Council’s social media and 16% would prefer to hear news from the Council’s e- newsletter.
Overall, 32% of respondents would prefer to find out about Council news and decisions solely from Council information sources whilst one in ten (12%) would rather solely use non- Council sources. The remainder of respondents (56%) would prefer a mixture of council and non-council sources.
Figure 123: Main sources of information – use and preference (% respondents)
51% BH Life magazine 54% 29% The Daily Echo / local newspapers 39% 27% The Council's main website 22% 25% Local TV 23% 22% Daily Echo online 24% 21% Other Council publications or leaflets 14% The Council's e-newsletter 16% 12% Council's social media 7% 9% Word of mouth 32% 9% Direct from staff or Councillors 4% 7% BBC Radio Solent 7% Other Council websites e.g. Bournemouth 6% Tourism 7% 4% None of these 5% 4% Commercial / community radio 5% 0% 10% 20% 30% 40% 50% 60%
Prefer Use
BASE: All respondents
11.1. Access to the internet
Nine in ten respondents (90%) have access to the internet which is a slight increase compared to 2013 when 87% of respondents had access to the internet. More than four fifths of respondents (82%) have access to the internet at the home and almost two fifths (37%) have access to the internet at work or a place of learning. Just under one in ten
Corporate Consultation & Research 101 Bournemouth Opinion Survey 2015 respondents (8%) access the internet at libraries (this answer option was added in 2015 hence why there is no data for 2013).
The proportion of respondents accessing the internet via a mobile phone or tablet device has increased by 10%; from 47% in 2013 to 57% in 2015.
Figure 124: How, if at all, respondents access the internet (% respondents)
90% 80%82% 80% 70% 60% 57% 50% 47% 40% 37%37% 2013 30% 2015
20% 13% 8% 10% 10% 2% 2% 0% At home At work or At a library Via mobile I don't use Other place of phone or the internet learning tablet device
BASE: All respondents
Figure 125: Access to the internet by protected characteristics (% who have access)
16-34 years (1100) 99% BME (240) 98% White Other (262) 98% 35-44 years (495) 98% No religion (1046) 96% No disability (2408) 95% 45-64 years (843) 95% Other religion (166) 93% Female (1521) 91% Heterosexual (2780) 91% Bisexual / Gay / Lesbian (170) 91% Total (3172) 90% Male (1528) 90% White British (2586) 88% Christian (1793) 86% Disability (541) 73% 65+ years (644) 63% 0% 20% 40% 60% 80% 100%
BASE: Varied as labelled
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Respondents with a disability were less likely to have access to the internet compared to those without a disability. Older respondents were much less likely to have access to the internet than younger respondents. Three quarters of those aged 85+ do not use the internet.
Table 7: % do not use internet by age group Age 16-34 <1% Age 35-44 2% Age 45-54 3% Age 55-64 9% Age 65-74 21% Age 75-84 40% Age 85+ 74%
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12. Health and wellbeing Just over seven out of ten respondents (72%) described their health as ‘very good’ or ‘good’ which is a slight increase compared to 69% of respondents in 2013. The proportion of respondents describing their health as ‘bad’ or ‘very bad’ has decreased from 9% in 2013 to 6% in 2015.
Figure 126: Health and wellbeing 2013/2015 (% respondents)
45% 41% 40% 38%
35% 31% 31% 30%
25% 21% 21% 2013 20% 2015 15%
10% 7% 5% 5% 2% 1% 0% Very good Good Fair Bad Very bad
BASE: All respondents
Respondents who are aged 65 and over and respondents with a disability are less likely to say that their health and wellbeing is ‘good’.
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Figure 127: Health and wellbeing by protected characteristics (% good)
No disability (2412) 87% 16-34 years (1100) 85% White Other (265) 80% 35-44 years (495) 79% BME (240) 79% Female (1531) 76% No religion (1048) 76% Heterosexual (2794) 74% Other religion (168) 73% Total (3193) 72% White British (2604) 71% Christian (1812) 71% Male (1539) 70% 45-64 years (846) 67% Bisexual / Gay / Lesbian (172) 57% 65+ years (661) 54% Disability (548) 17% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
BASE: Varied as labelled
12.1. Social contact
Over eight out of ten respondents (86%) said that they have sufficient social contact, while 14% said that they lack adequate social contact, this has decreased by 3% since 2013.
Figure 128: Which of the following statements best describes your social situation? 2013/2015 (% respondents)
70% 58% 59% 60%
50%
40% 27% 30% 25% 2013 20% 2015 12% 10% 10% 5% 4% 0% I have as much I have adequate I have some social I have little social social contact as I social contact with contact with people contact with people want with people I people but not enough and feel socially like isolated
BASE: All respondents
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Bisexual, gay and lesbian respondents and those without a disability are most likely to say they have enough social contact whilst those from BME backgrounds are least likely.
Figure 129: Social contact by protected characteristics (% positive)
Bisexual / Gay / Lesbian (169) 91% No disability (2393) 90% White British (2568) 89% 65+ years (637) 89% 35-44 years (487) 88% Female (1516) 88% Christian (1778) 88% No religion (1039) 87% 16-34 years (1099) 86% Heterosexual (2760) 86% Total (3146) 86% Male (1516) 84% 45-64 years (838) 83% White Other (260) 82% Disability (534) 72% Other religion (166) 71% BME (237) 66% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
BASE: Varied as labelled
Residents who live in Kinson South, Winton East and Boscombe West are less likely to say that they have enough social contact compared to residents living in other ward areas.
Figure 130: Social contact (% satisfied with amount of contact)
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12.2. Satisfaction with life
Respondents were asked on a scale of one to ten how satisfied overall they were with their life nowadays. Just over three quarters of residents (76%) rated their life as seven or more which is an increase of 5% when compared to 71% of residents in 2013 who rated their life as seven or more. The proportion of residents rating their life as four or less has decreased from 11% in 2013 to 8% in 2015.
Figure 131: Current satisfaction with life (% respondents) 1 = Not at all satisfied 10 = Completely satisfied
35%
30% 29% 25% 25% 21% 20% 18% 18% 16% 15% 11% 9% 9% 9% 10% 8% 7% 5% 4% 4% 4% 1% 1% 2% 1% 2% 0% 1 2 3 4 5 6 7 8 9 10
2013 2015
BASE: All respondents
Residents with a disability are significantly more likely to rate their lives neutrally or negatively compared to residents without a disability. Bisexual, gay and lesbian respondents are less likely to rate their lives as seven or more compared to heterosexual respondents.
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Figure 132: Current life satisfaction by protected characteristics (% respondents)
Bisexual / Gay / Lesbian (172) 4%8% 22% 48% 18%
Heterosexual (2777) 5% 16% 47% 30%
Other religion (168) 5% 17% 55% 21%
Christian (1795) 5% 16% 45% 32%
No religion (1042) 6% 18% 49% 25%
BME (240) 6% 19% 45% 29%
White Other (262) 7% 16% 55% 18%
White British (2581) 5% 16% 46% 30%
No disability (2398) 3% 13% 50% 33%
Disability (541) 9% 15% 25% 37% 14%
65+ years (655) 5% 18% 43% 31%
45 - 64 years (837) 4% 8% 17% 45% 27%
35 - 44 years (487) 7% 10% 50% 31%
16 - 34 years (1099) 3% 17% 50% 28%
Female (1517) 5% 15% 46% 32%
Male (1530) 5% 18% 49% 25%
All respondents (3168) 5% 17% 47% 29%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
1-2 3-4 5-6 7-8 9-10
BASE: Varied as labelled
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Residents who live in Kinson South and Winton East are less likely to say that they are satisfied with their lives compared to residents living in other ward areas.
Figure 133: Overall satisfaction with life (% with score of 7+)
Residents who are unemployed are significantly less satisfied with their lives compared to residents in employment and who are retired. Respondents who live in social housing are significantly less likely to be satisfied with their life compared to respondents who are owner / occupiers or who are renting from a private landlord.
Figure 134: Current life satisfaction by housing and employment status (% respondents)
Retired (654) 5% 17% 43% 33%
Unemployed (43) 10% 16% 37% 37%
Economically inactive (384) 8% 17% 17% 37% 21%
In employment (1933) 3% 15% 51% 30%
Renting - Private (881) 7% 20% 51% 18%
Renting - Social (288) 7% 13% 22% 39% 19%
Owner / Occupier (1843) 3% 14% 47% 35%
Total (3168) 5% 17% 47% 29%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
1-2 3-4 5-6 7-8 9-10
BASE: Varied as labelled
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13. Appendix 1: Respondent profile
Weighted Unweighted Male 1544 1317 Gender Female 1537 1764 16 - 34 years 1100 336 35 - 44 years 495 364 45 - 54 years 475 511 Age 55 - 64 years 376 626 65 - 74 years 327 640 75 - 84 years 221 438 85+ years 119 198 Yes 552 778 Disability No 2416 2190 White British 2614 2794 Ethnicity White Other 265 220 BME 240 105 No religion 1060 807 Religion Christian 1857 2147 Other religion 169 131 Heterosexual 2841 2851 Sexual Orientation Bisexual, Gay, Lesbian 180 153 Owner / Occupier 1858 2011 Accommodation Renting - Social 291 479 Renting - Private 889 550 In employment 1949 1409 Unemployed 43 44 Employment Retired 663 1199 Economically inactive 389 398 None 901 964 One 439 312 Children 17 and under Two 310 224 Three or more 104 84 One 873 985 Adults 18 and over Two 1580 1345 Three or more 342 319
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Weighted Unweighted Boscombe East 194 140 Boscombe West 230 467 Central 227 132 East Cliff & Springbourne 258 138 East Southbourne & Tuckton 195 183 Kinson North 160 145 Kinson South 159 587 Littledown & Iford 153 146 Moordown 149 132 Queen's Park 193 148 Redhill & Northbourne 156 156 Strouden Park 149 117 Talbot & Branksome Woods 162 112 Throop & Muscliff 139 123 Wallisdown & Winton West 157 115 West Southbourne 157 141 Westbourne & West Cliff 261 178 Winton East 160 99
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14. Appendix 2: Table of figures Figure 1: Overall satisfaction 2008-2015 (% positive)...... 2 Figure 2: Overall satisfaction with local area (% respondents) ...... 3 Figure 3: Satisfaction with local area by protected characteristics (% satisfied) ...... 3 Figure 4: Satisfaction with local area by ward (% satisfied) ...... 4 Figure 5: Satisfaction with the way the Council runs things (% respondents) ...... 5 Figure 6: Satisfaction with the Council by protected characteristics (% satisfied) ...... 5 Figure 7: Satisfaction with the Council by ward (% satisfied) ...... 6 Figure 8: Council provides value for money (% respondents) ...... 7 Figure 9: Value for money by protected characteristics (% agree) ...... 7 Figure 10: Council provides value for money by ward (% Agree) ...... 8 Figure 11: Most important in making somewhere a good place to live ...... 9 Figure 12: Most in need of improvement in the local area ...... 10 Figure 13: Most important and most needs improving ...... 15 Figure 14: Council seeks residents’ views (% respondents) ...... 17 Figure 15: Seeks out residents’ views by protected characteristics (% agree) ...... 18 Figure 16: Council acts on residents’ concerns (% respondents) ...... 19 Figure 17: Acts on residents’ concerns by protected characteristic (% a great deal / a fair amount)...... 19 Figure 18: Acts on residents’ concerns by ward area ...... 20 Figure 19: Trust in the Council (% respondents) ...... 21 Figure 20: Trust in the Council by protected characteristic (% trust council) ...... 21 Figure 21: Which of the following statements comes closest to how you feel about Bournemouth Borough Council? (% respondents) ...... 22 Figure 22: Speaks positively by protected characteristics (% positive) ...... 23 Figure 23: Treated with fairness and respect by protected characteristics (% agree) ...... 24 Figure 24: Building a Better Bournemouth by protected characteristics(% agree) ...... 25 Figure 25: Satisfaction with Council services (% satisfied) ...... 26 Figure 26: Usage of Council services (% used in the last twelve months) ...... 27 Figure 27: Keeping public land clear of litter and refuse ...... 28 Figure 28: Satisfaction with keeping public land clear of litter and refuse by protected characteristics(% satisfied) ...... 29 Figure 29: Satisfaction with keeping land clear of litter and refuse (% satisfied) ...... 30 Figure 30: Refuse collection (% respondents) ...... 30 Figure 31: Satisfaction with refuse collection by protected characteristics(% satisfied) ...... 31 Figure 32: Doorstep recycling (% respondents)...... 32 Figure 33: Satisfaction with doorstep recycling (% satisfied) ...... 33 Figure 34: Local tips / household waste recycling centres (% respondents) ...... 34 Figure 35: Satisfaction with local tips / household waste recycling centres by protected characteristics (% satisfied) ...... 35 Figure 36: Usage of Local tips/ Household waste recycling centres ...... 35 Figure 37: Usage of Local tips/ Household waste recycling centres by protected characteristic ...... 36 Figure 38: Local transport information (% respondents) ...... 37 Figure 39: Satisfaction with local transport information by protected characteristics (% satisfied) ...... 37 Figure 40: Local transport information usage ...... 38
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Figure 41: Local transport information usage by protected characteristics...... 39 Figure 42: Local bus services (% respondents) ...... 40 Figure 43: Satisfaction with local bus services by protected characteristics (% satisfied) ... 41 Figure 44: Satisfaction with bus services (% satisfied) ...... 41 Figure 45: Bus users ...... 42 Figure 46: Bus users by protected characteristics ...... 42 Figure 47: Use of local bus services (% using service) ...... 43 Figure 48: Satisfaction with sport and leisure facilities (% respondents) ...... 44 Figure 49: Satisfaction with sport and leisure by protected characteristics (% satisfied) ...... 45 Figure 50: Sport and Leisure facilities usage ...... 45 Figure 51: Sport and leisure usage by protected characteristics ...... 46 Figure 52: Satisfaction with libraries (% respondents) ...... 47 Figure 53: Satisfaction with libraries by protected characteristics (% satisfied)...... 48 Figure 54: Satisfaction with libraries (% satisfied) ...... 48 Figure 55: Library usage ...... 49 Figure 56: Library usage by protected characteristics ...... 49 Figure 57: Use of libraries (% used library in past 12 months) ...... 50 Figure 58: Satisfaction with museums and galleries (% respondents) ...... 51 Figure 59: Satisfaction with museums and galleries by protected characteristic (% satisfied) ...... 52 Figure 60: Museum and Galleries usage ...... 52 Figure 61: Museum and Galleries usage by protected characteristics ...... 53 Figure 62: Satisfaction with theatres and concert halls (% respondents) ...... 54 Figure 63: Satisfaction with theatres and concert halls by protected characteristics (% satisfied) ...... 55 Figure 64: Theatre and concert hall usage ...... 55 Figure 65: Theatre and concert hall usage by protected characteristics ...... 56 Figure 66: Satisfaction with parks and open spaces (% respondents) ...... 56 Figure 67: Satisfaction with parks & open spaces by protected characteristics (% respondents) ...... 57 Figure 68: Satisfaction with parks & open spaces (% satisfied) ...... 57 Figure 69: Parks & open spaces usage ...... 58 Figure 70: Use of parks and open spaces by protected characteristics ...... 58 Figure 71: Use of parks and open spaces (at least once a year %) ...... 59 Figure 72: Satisfaction with seafront (% respondents)...... 59 Figure 73: Satisfaction with seafront by protected characteristics (% satisfied) ...... 60 Figure 74: Seafront usage ...... 60 Figure 75: Seafront usage by protected characteristics...... 61 Figure 76: How strongly do you feel you belong to your local area? (% respondents) ...... 62 Figure 77: Sense of belonging to local area by protected characteristics (% belonging) .... 62 Figure 78: Sense of belonging to local area (% belonging)...... 63 Figure 79: Your local area is a place where people from different ethnic backgrounds get on well together? (% respondents) ...... 63 Figure 80: People from different ethnic backgrounds get on well together by protected characteristics (% agree) ...... 64 Figure 81: People from different ethnic backgrounds get on well together (% agree) ...... 64 Figure 82: To what extent would you agree or disagree that people in this local area pull together to improve the local area? (% respondents) ...... 65
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Figure 83: People in this local area pull together to improve the local area by protected characteristics (% agree) ...... 66 Figure 84: Overall, about how often over the last 12 months have you given unpaid help to any groups, clubs or organisations? (% respondents) ...... 66 Figure 85: Given unpaid help to any groups, clubs or organisations by protected characteristics (% respondents) ...... 67 Figure 86: Do you look after family members, friends, neighbours or others because of a disability or old age? (% respondents) ...... 68 Figure 87: Carers by protected characteristics (% respondents) ...... 68 Figure 88: Perceptions of safety (% feel safe) ...... 69 Figure 89: Feelings of safety in local area after dark (% respondents) ...... 70 Figure 90: Feel safe after dark by protected characteristics (% feel safe) ...... 70 Figure 91: Feels safe in local area after dark (% feel safe) ...... 71 Figure 92: Feelings of safety in local area during the day (% respondents) ...... 71 Figure 93: Feels safe during the day by protected characteristics (% feel safe) ...... 72 Figure 94: Feels safe in local area during the day (% feel safe) ...... 72 Figure 95: Perception of anti-social behaviour (% respondents) ...... 73 Figure 96: High perception of anti-social behaviour (% respondents) ...... 74 Figure 97: Overall perception of anti-social behaviour (% with high perception) ...... 75 Figure 98: Problem with noisy neighbours & loud parties by protected characteristics ...... 76 Figure 99: Problem with noisy neighbours & loud parties (% problem) ...... 77 Figure 100: Problem with rubbish or litter lying around by protected characteristics (% problem)...... 78 Figure 101: Problem with rubbish and litter lying around (% problem) ...... 79 Figure 102: Problem with vandalism & graffiti by protected characteristics (% problem) .... 80 Figure 103: Problem with vandalism & graffiti (% problem) ...... 81 Figure 104: Problem with people using or dealing drugs by protected characteristics (% problem)...... 82 Figure 105: Problem with people using or dealing drugs (% problem) ...... 83 Figure 106: Problem with people being drunk or rowdy in public places by protected characteristics (% problem) ...... 84 Figure 107: Problem with drunk & rowdy behaviour in public places (% problem) ...... 85 Figure 108: Problem with groups hanging around the streets by protected characteristics (% problem)...... 86 Figure 109: Problem with groups hanging around the streets (% problem) ...... 87 Figure 110: Problem with untidy gardens by protected characteristics (% problem) ...... 88 Figure 111: Problem with untidy gardens or other private land (% problem) ...... 89 Figure 112: Satisfaction with Dorset Police 2013/2015 (% respondents) ...... 90 Figure 113: Satisfaction with Dorset Police by protected characteristics (% satisfied) ...... 91 Figure 114: Method of most recent contact with the Council ...... 92 Figure 115: Average score for satisfaction with visit in person ...... 93 Figure 116: Average score for satisfaction with contact by telephone ...... 94 Figure 117: Average score for satisfaction with contact via website ...... 94 Figure 118: Average score for satisfaction with contact by email / letter / Facebook / Twitter ...... 95 Figure 119: Preferred method of contact ...... 96 Figure 120: Information provision (% respondents) ...... 97
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Figure 121: Informed about council services and benefits by protected characteristics (% informed) ...... 98 Figure 122: Main sources of information 2013/2015 (% respondents using source) ...... 99 Figure 123: Main sources of information – use and preference (% respondents) ...... 101 Figure 124: How, if at all, respondents access the internet (% respondents) ...... 102 Figure 125: Access to the internet by protected characteristics (% who have access) ...... 102 Figure 126: Health and wellbeing 2013/2015 (% respondents) ...... 104 Figure 127: Health and wellbeing by protected characteristics (% good) ...... 105 Figure 128: Which of the following statements best describes your social situation? 2013/2015 (% respondents) ...... 105 Figure 129: Social contact by protected characteristics (% positive) ...... 106 Figure 130: Social contact (% satisfied with amount of contact) ...... 106 Figure 131: Current satisfaction with life (% respondents) 1 = Not at all satisfied 10 = Completely satisfied ...... 107 Figure 132: Current life satisfaction by protected characteristics (% respondents) ...... 108 Figure 133: Overall satisfaction with life (% with score of 7+) ...... 109 Figure 134: Current life satisfaction by housing and employment status (% respondents) 109
Table 1: Most important in making somewhere a good place to live (% selected as one of top 5) ...... 11 Table 2 : Most important in making somewhere a good place to live ...... 12 Table 3: Needs most improving in the local area ...... 13 Table 4: Needs most improving in the local area ...... 14 Table 5: Service satisfaction and use ...... 28 Table 6: How do you tend to find out about the latest Council news and decisions? ...... 100 Table 7: % do not use internet by age group ...... 103
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