Pro_9519 Draft 4

Hounslow Residents’ Survey 2014

RECORD DATABASE REF NUMBER FROM CONTACTS: __________________

ASK TO SPEAK TO MEMBER OF HOUSEHOLD WITH NEXT BIRTHDAY. INTERVIEWER NOTE: ALL RESPONDENTS MUST BE AGED 18 OR OVER

Good morning/afternoon/evening. My name is XXXX and I am from BMG Research, an independent research company carrying out a survey on behalf of Hounslow Council. The aim of the survey is to find out what issues are affecting people who live in this area, what you think is important and what you think about local services. The survey will take around 15 minutes to complete and all of your answers will be treated in the strictest confidence and used for research purposes only. Do you have time now to answer some questions, or can we come back at a more convenient time?

1 Continue 2 Come back 3 Refused

Ward

E05000346 : Bedfont E05000356 : Heston East

E05000347 : Brentford E05000357 : Heston West

E05000348 : Chiswick Homefields E05000358 : Hounslow Central

E05000349 : Chiswick Riverside E05000359 : Hounslow Heath

E05000350 : Cranford E05000360 : Hounslow South

E05000351 : Feltham North E05000361 : Hounslow West

E05000352 : Feltham West E05000362 : Isleworth

E05000353 : Hanworth E05000363 : Osterley and Spring Grove

E05000354 : Hanworth Park E05000364 : Syon

E05000355 : Heston Central E05000365 : Turnham Green

INTERVIEWER NAME:

INTERVIEW DATE:

INTERVIEWER I.D. NUMBER INTERVIEW DAY:

MON 1

TUE 2

WED 3

THU 4

FRI 5

SAT 6

SUN 7

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So that we can gain a good cross representation of all types of residents, can you just supply a few details about yourself? QGEN Interviewer to code gender

1 Male

2 Female

QAGE Can you tell me your age last birthday? WRITE IN AGE Don’t know Refused

1 18-24

2 25-34

3 35-44

4 45-54

5 55-64

6 65-74

7 75-84

8 85+

98 Refused

QETH SHOWCARD 1 Please could you tell me which group on this card you consider you belong to? Please just read out the number that applies. SINGLE CODE ONLY White 1 White: English/Welsh/Scottish/Northern Irish/British 2 White: Irish 3 White: Gypsy or Irish Traveller 4 White: Other White Mixed 5 White and Black Caribbean 6 White and Black African 7 White and Asian 8 Other Mixed Asian 9 Indian 10: Pakistani 11 Bangladeshi 12 Chinese 13 Other Asian Black 14 African 15 Caribbean 16 Black/African/Caribbean/Black British: Other Black Other 17 Arab 18 Any other ethnic group (please specify) 19 Refused

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Section 1: Local area and council satisfaction Throughout this survey we ask you to think about ‘your local area’. When answering, please consider your local area to be the area within 15 – 20 minutes walking distance from your home. Q1 SHOWCARD 2 Overall, how satisfied or dissatisfied are you with your local area as a place to live? CODE ONE ONLY

1. Very satisfied

2. Fairly satisfied

3. Neither satisfied nor dissatisfied

4. Fairly dissatisfied

5. Very dissatisfied

6. Don’t know

Q2. And what three words would you use to describe this local area as a place to live?

TYPE IN

1st mention 2nd mention 3rd mention

Your local area receives services from Hounslow Council. Hounslow Council is responsible for a range of services such as parks, leisure centres, planning, social care services, recycling, road maintenance, and street cleaning, Q3 SHOWCARD 2 Overall, how satisfied or dissatisfied are you with the way Hounslow Council runs things? CODE ONE ONLY

1. Very satisfied

2. Fairly satisfied

3. Neither satisfied nor dissatisfied

4. Fairly dissatisfied

5. Very dissatisfied

6. Don’t know

In considering the next question, please think about the range of services Hounslow Council provides to the community as a whole, as well as the services your household uses. It does not matter if you do not know all of the services Hounslow Council provides to the community. We would like your general opinion. Q4 SHOWCARD 3 To what extent do you agree or disagree that Hounslow Council provides value for money? CODE ONE ONLY

1. Strongly agree

2. Tend to agree

3. Neither agree nor disagree

4. Tend to disagree

5. Strongly disagree

6. Don’t know

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IF CODED 4 OR 5 AT Q4 ASK Q5. Q5. Why do you disagree that Hounslow Council provides value for money? PROBE FULLY

Section 2: Perception and satisfaction of service delivery Q6 I will now read out some things which other people have said about their council. To what extent do you think these statements apply to Hounslow Council? READ OUT. RANDOMISE. SHOWCARD 4

Hounslow Council ... A great deal

To some extent

Not very much

Not at all

Don’t know (do not read

out)

Is doing a good job

Is efficient and well run

Involves residents when making decisions

Listens to the concerns of local residents

Responds quickly when asked for help

Is easy to get through to on the phone

Keeps residents informed about what they are doing

Has staff who are friendly and polite

Is making the local area a better place for people to live

Does enough for people like me

Acts on the concerns of local residents

Is making the local area a better place for people to work

Is doing a better job now than one year ago

Is trustworthy

Speaks up for my Borough across London and nationally

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Q7 We would now like to ask you about local services in this area. We would like your opinion of these services even if you have not had direct experience of them. For each of the following local services, please tell me whether you think they are... RANDOMISE ORDER. SINGLE CODE. SHOWCARD 5

Excellent Very good

Good Average Poor Very poor

Extremely poor

Don’t know/

Refused

Libraries

Parks, playgrounds and open spaces

Refuse collection services

Street cleaning

Street lighting

Repair of roads and pavements

Council leisure and sports facilities (including swimming pools)

Council supported arts heritage and cultural facilities

Recycling collection services

Bus services

Train services

Tube services

Activities for teenagers/young people

Q8 Which of the following services, provided by Hounslow Council, have you or members of your household used in the last twelve months? READ OUT. MULTICODE

Libraries

Parks, playgrounds and open spaces

Refuse collection services

Council leisure and sports facilities (including swimming pools)

Council supported arts heritage and cultural facilities

Recycling collection services

Activities for teenagers/young people

Q8b And during last twelve months have you or family members used these services to travel within Hounslow? READ OUT. MULTICODE Bus services

Train services

Tube services

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Q9 All councils now have the responsibility for public health in their local area, providing services and support to help people live healthier lives. Before today were you aware that Hounslow Council provides...? RANDOMISE. READ OUT

Yes No

Sexual health and contraception services 1 2

Services to help people stop smoking 1 2

Alcohol treatment and support services 1 2

Section 3. Communications and local democracy

Q10. Overall, how well do you think Hounslow Council keeps residents informed about the services and benefits it provides? READ OUT. SINGLE CODE. Very well Fairly well Not very well Not well at all Don’t know

Q11. From which, if any, of the following sources shown do you obtain most of your information about Hounslow Council and the services it provides? SHOWCARD 6. SINGLE CODE

Hounslow Matters (the Council’s magazine for residents and people who work in the Borough)

Local Press

The Hounslow Council website

Leaflets, posters or other Council printed matter

Social Media (facebook, twitter etc.)

Voluntary/Community organisations

By phone

Council Meetings

Contact with Councillors

Area Forums Word of mouth Other (please specify)

Q12. Hounslow Council are planning to introduce a monthly email news service to keep residents up to date with council issues. Would you be interested in receiving information from the Council this way? Yes No Don’t know

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Q13. At home do you have access, through a personal device (e.g. computer, phone or tablet) to...? READ OUT The internet – Yes /No Email – Yes No IF NO TO INTERNET AT Q13 ASK Q14 Q14. Do you access the internet in any of these ways? SHOWCARD 7. MULTI CODE Public access (libraries), Internet cafes, Shared computer Computer of friend or family member Other I do not use the internet

The next few questions are about people who have been elected to represent the views of Hounslow residents. Q15 Can you name the elected Member of Parliament (MP) who represents the constituency you live in? DO NOT READ OUT Yes- Mary Macleod MP Yes - Seema Malhotra MP Incorrect name mentioned Don’t know Q16 In the area of Hounslow where you live you have three elected councillors. Can you name one or more of them? MULTI CODE. DO NOT READ OUT LIST THAT IS SHOWN ON SCREEN Script to show list based on ward variable Mentioned names - one is correct Mentioned names – two is correct Mentioned names –three are correct Incorrect names mentioned Do not mention any names / don’t know Mentioned names – none are correct.

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Bedfont Keith Anderson Heston East Kamaljit Kaur

Sam Christie Gurmail Lal

Sachin Gupta Amrit Mann

Brentford Ruth Cadbury Heston West Lily Bath

Melvin Collins Rajinder Bath

Myra Savin Shantanu Rajawat

Chiswick Homefields Gerald McGregor Hounslow Central Ajmer Grewal

Robert Oulds Pritam Grewal

John Todd Nisar Malik

Chiwick Riverside Felicity Barwood Hounslow Heath Colin Ellar

Sam Hearn Mukesh Malhotra

Paul Lynch Corinna Smart

Cranford Daanish Saeed Hounslow South Tom Bruce

Sohan Sangha Shaida Mehrban

Gurpal Virdi Bob Whatley

Feltham North John Chatt Hounslow West Bandna Chopra

Khulique Malik Puneet Grewal

Hina Mir Jagdish Sharma

Feltham West David Hughes Isleworth Linda Green

Elizabeth Hughes Ed Mayne

Alan Mitchell Sue Sampson

Hanworth Candice Atterton Osterley & Spring Grove Peter Carey

Samia Chaudhary Tony Louki

Richard Foote Sheila O'Reilly

Hanworth Park Bishnu Bahadur Gurung Syon Steve Curran

Tina Howe Theo Dennison

Hanif Khan Katherine Dunne

Heston Central Harleen Atwal Hear Turnham Green Samantha Davies

Manjit Singh Buttar Adrian Lee

Surinder Purewal Peter Thompson

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Q17 Can you name the leader or deputy leader of the Council. DO NOT READ OUT. MULTICODE Leader named - Steve Curran Deputy leader named - Amrit Mann No Incorrect names mentioned

Q18 Can you name the current Mayor or Deputy Mayor of Hounslow? DO NOT READ OUT. MULTICODE Mayor named - Corinna Smart Deputy mayor named – Bishnu Bahdaur Gurung No Incorrect names mentioned

Section 4: Residents’ concerns Q19 What three things from the list below do you think the Council should focus more on in the next year SHOWCARD 8. 3 MAX

1. Activities for young people 2. Affordable homes 3. Street cleaning 4. Community activities 5. Cultural facilities (e.g. libraries, museums) 6. Education provision 7. Facilities for young children 8. Public health 9. Job prospects for young people 10. Keeping Council tax low 11. The level of crime 12. Air quality 13. The level of traffic congestion 14. Parks and open spaces 15. Public transport 16. Road and pavement repairs 17. Town centres 18. Sports and leisure facilities 19. None of the above

Q19b Are there any other issues that I haven’t mentioned that require more attention from Hounslow Council?

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Section 5: Community Safety Q20 How safe or unsafe do you feel when outside in your local area during the day? SHOWCARD 9 SINGLE CODE

Very safe

Fairly safe

Neither safe nor unsafe

Fairly unsafe

Very unsafe

Q21 How safe or unsafe do you feel when outside in your local area after dark? SHOWCARD 9. SINGLE CODE

Very safe

Fairly safe

Neither safe nor unsafe

Fairly unsafe

Very unsafe

ASK Q22 IF CODED 4 OR 5 AT Q21 Q22 Can you explain why you feel unsafe in your local area after dark? PROBE FULLY

Q23 Thinking about this local area, how much of a problem do you think each of the following are…. RANDOMISE. SINGLE CODE. SHOWCARD 10

A very big problem

A fairly big problem

Not a very big

problem

Not a problem at

all

Don’t know/No opinion

Noisy neighbours or loud parties

1 2 3 4 5

Rubbish or litter lying around

1 2 3 4 5

Vandalism, graffiti and other deliberate damage to property or vehicles

1 2 3 4 5

People using or dealing drugs

1 2 3 4 5

People being drunk or rowdy in public places

1 2 3 4 5

Groups hanging around the streets

1 2 3 4 5

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Q24 How effective do you think the Council is at working with the Police to address crime and Anti-Social Behaviour in your local area? SINGLE CODE. SHOWCARD 11. Very effective Fairly effective Neither effective or ineffective Fairly ineffective Very ineffective

Section 6: Respect and Consideration Q25 To what extent do you agree or disagree that your local area is a place where people from different backgrounds get on well together? By getting on well together, we mean treating each other with respect. SINGLE CODE. SHOWCARD 12.

Definitely agree

Tend to agree

Neither agree nor disagree

Tend to disagree

Definitely disagree

Q26 To what extent would you agree or disagree that people in this local area pull together to improve the local area? SINGLE CODE. SHOWCARD 12.

Definitely agree

Tend to agree

Neither agree nor disagree

Tend to disagree

Definitely disagree

We are interested to know about the unpaid help people give. Please think about any group(s), club(s) or organisation(s) that you’ve been involved with during the last 12 months. That’s anything you’ve taken part in, supported, or that you’ve helped in any way, either on your own or with others. For example, helping at a youth or day centre, helping to run an event, campaigning or doing administrative work. Please exclude giving money and anything that was a requirement of your job. Q27: Over the last year on average how many hours a month have you given unpaid help to any group(s), club(s) or organisation(s)? Please only include work that is unpaid and not for your family? SHOWCARD 13

0 to 5 hours a month

5 to 10 hours a month

10 to 20 hours a month

more than 20 hours a month

I have not given any unpaid help at all over the last 12 months

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Section 7: Cycling Hounslow Council supports a number of schemes to encourage cycling in the borough.

Q28 Do you regularly, (at least once a month) cycle within borough...? READ OUT

Yes No

As part of a work commute 1 2

For pleasure/as a leisure activity 1 2

IF YES TO EITHER AT Q28 ASK 29 Q29 As a cyclist how strongly do you agree or disagree that...? RANDOMISE. SHOWCARD 14.

Definitely agree

Tend to

agree

Neither agree

nor disagree

Tend to disagree

Definitely disagree

There are enough cycle routes and lanes within the borough 1 2 3 4 5

Cycle routes and lanes within the borough are safe for cyclists 1 2 3 4 5

Traffic management systems such a crossings, lights and junctions take into account the needs of cyclists 1 2 3 4 5

Section 8: About you I’d now like to ask you a few final questions to help us to put your answers into context. We want to understand the views of different types of people across Hounslow. All your answers are strictly confidential and you can refuse to answer any of the following questions. By answering these question you will help the Council to understand how the views of residents vary Q30 Do you have any long-standing illness, disability or infirmity? SINGLE CODE ONLY

1 Yes - disability

2 Yes – illness or infirmity

3 Yes – both (a disability and an illness/infirmity)

4 No

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Q31 Which of the following categories best describes the people living in your home? SHOWCARD 15 AND CODE ONE ONLY

1 One adult under 60

2 One adult aged 60 or over

3 Two adults both under 60

4 Two adults, at least one 60 or over

5 Three or more adults 16 or over

6 1 parent family with child/ren at least one under 16

7 2 parent family with child/ren at least one under 16

95 Other please write in____________________________________________

98 Refused

Q32 SHOWCARD 16 Which of these activities best describes what you are doing at present? SINGLE CODE ONLY

1 Employee in full-time job (30 hours plus per week)

2 Employee in part-time job (under 30 hours per week)

3 Self employed full-time

4 Self employed part-time

5 On a government supported training programme (e.g. Modern Apprenticeship/ Training for Work)

6 Full-time education at school, college or university

7 Unemployed and available for work

8 Permanently sick/disabled

9 Wholly retired from work

10 Looking after the home

95 Doing something else – please specify

98 Refused

97 Don’t know

Q33 SHOWCARD 17 How long have you lived in Hounslow? SINGLE CODE ONLY

1 Less than 6 months

2 6 months to one year

3 Over one and up to two years

4 Over two and up to 5 years

5 Over 5 and up to 10 years

6 More than 10 years

7 Don’t know

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Q34 SHOWCARD 18 Which of these best describes your religion? Please just read out the number that applies. SINGLE CODE ONLY

1 Atheist

2 Buddhist

3 Christian

4 Hindu

5 Jewish

6 Muslim

7 Sikh

95 Other – please specify

96 No religion

97 Prefer not to say/don’t know

Q35 SHOWCARD 19 Which of the following best describes how you occupy your home? Please just read out the letter that applies. SINGLE CODE ONLY

1 Owner occupier –

2 Owner occupier - private

3 Rented from Housing Association

4 Renting from Hounslow Council/Hounslow Homes

5 Rent from private landlord

6 Shared ownership

7 A residential home

95 Other

98 Refused

As part of BMG Research’s quality control process, my employer will wish to contact some of the people I have interviewed. This is to confirm that I have undertaken the interview in an appropriate manner, and according to market research practice. Could you please provide me with your name, confirm your address and provide me with a contact telephone number. This information will not be passed on, or used for any purpose other than our quality control processes. Your details will be deleted as soon as our quality controls process ends. Record name and address details and take land line or mobile phone number, including the dialling code.

READ: Thank you, those are all the questions I have.

If you are concerned about whether BMG is a genuine market research agency you can call the Market Research Society on 0500 396 999 during office hours. Finally I need you to verify that you have taken part in this survey and that I have accurately recorded your

comments, by signing the following statement:

‘I confirm that this interview has been conducted in a proper manner and that the interviewer has accurately recorded the information I have provided and used answer showcards for relevant questions.’

Name:

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Signature:

IMPORTANT: TAKE CARE TO RECORD RESPONDENT NAME AND ADDRESS DETAILS ACCURATELY. PLEASE USE BLOCK CAPITALS.

RESPONDENT'S NAME:

ADDRESS: (Address Line 1)

(Address Line 2)

(Address Line 3)

(Postal Town)

(County)

POSTCODE: (ESSENTIAL)

TELEPHONE: (INCLUDING STD) (ESSENTIAL)

Ensure address details are recorded correctly, as is telephone number.

THANK AND CLOSE