best value review

1. Best Value Review

3. Part 1: Resident feedback

4. Background and objectives Spelthorne Borough Council are continually seeking feedback from resident’s which will feed into their Best Value Review Main objectives are to gain residents’ opinions concerning the four main areas of Clean Green Safe Active Core objective is to focus on suggested improvements in order to meet residents’ needs

5. Research methodology 6 x 2 hour group discussions Groups convened in three locations Ashford, Staines and Sunbury 8 participants per group Participants recruited from Resident’s Panel and free find methods by Rite Angle Fieldwork conducted March 4th, 5th and 6th 2003 Group moderation and analysis by Claire Reilly and Roz Tennant All groups audio recorded for analysis purposes

6. Research sample

7. General overview

8. General overview Many areas of Spelthorne considered to have pleasant village feel Especially Ashford, Sunbury, and Shepperton Stanwell exception, Sunbury has lower/ upper divide Plenty of restaurants / pubs River and open spaces Staines recognised as ‘main focal point’ of the borough Modern town centre Amenities e.g.cinema, sports centre Across all areas anti-social behaviour is primary issue Concern that borough deteriorating as a result Although recognised as a national rather than local issue Although Spelthorne often considered to be ‘better’ than other areas, residents remain demanding in terms of Clean, Green, Safe, and Active requirements Readily suggest improvements

9. Main findings

10. Impact of youths (1)

11. Impact of youths (2) Main concern is anti-social behaviour in terms of:

12. Safe (1) Generally feel safe from serious crime Few mentions of attacks / muggings No mentions of serious knife / gun related crime However, increased fear of attack at poorly lit, deserted train stations / surrounding area Petty crime of great concern Gangs of youths on streets / parks Vandalism / graffiti is frustrating reality Car crime – vandalism Real frustration at lack of police presence Sense that number / effectiveness has depleted since Metropolitan replaced by Surrey police No Bobby on the beat Police stations ineffective e.g. Ashford / Sunbury often closed Police not familiar with area Have to come from further a field i.e. Staines = reduced rapid response

13. Safe (2) Some awareness of CCTV e.g. Staines town centre Opinions polarise over effectiveness For some = effective deterrent and welcome greater number of CCTV in parks / play areas? For others = question usefulness Not in operation? youths seem undeterred need 24 hour surveillance to be effective i.e. catch them in ‘real time’ Neighbourhood watch schemes not top of mind

14. Green (1) Generally spacious and scenic Parking Especially in Ashford Good provision and free User friendly for wheelchair / push chair access Lowered kerbs appreciated Shopmobility Staines town centre Street lights (in most areas) Poop scoop provision (especially Sunbury) Traffic congestion Traffic light operation - Staines Not updated to reflect pedestrian walkway Parking major problem for Staines Residential parking used by workers as car parks too expensive Dumped cars - not removed quickly enough Street light provision at lower Sunbury, river area and at train stations – especially deserted Ashford station Ashford community centre Poop scoop provision – Staines Cycle routes sporadic Insufficient public toilets in Staines town centre

15. Green (2) Respondent did not report having any real concerns with noise nuisance No appeal for having an out of hours service for noise nuisance Not deemed necessary Concern over aggravating situation by involving a 3rd party Would prefer to deal with neighbour noise in more amicable way Would contact police in extreme circumstances

16. Green: parks and play areas (1) Opinions vary greatly depending on which park

17. Green: parks and play areas (2)

18. Green: parks and play areas (3)

19. Green: parks and play areas (4)

20. Common theme about parks Parks with effective wardens e.g. The Lammas, are typically considered to be the most well kept, clean and safe The very presence of a warden was believed by some to deter anti-social behaviour and create a sense of security Some could not understand why other parks do not have wardens e.g. Commercial Road

21. Community wardens Very low awareness of community wardens across groups One respondent aware of community warden at Stanwell Perceived to have reduced the number of burnt out cars in area Opinions regarding the value of a community warden neutral to positive Idea of individual dedicated to ‘look after’ the area is appealing Although residents require reassurance that full council support is available Presence of such wardens creates a sense of pride in area However, some doubts about effectiveness of wardens Images of retired individual not being effective enough Should not be vigilante

22. Clean Having a clean borough is important to all Always a sense that things could be a bit better Although appreciate that huge task where youths purposely set out to undo good work Suggestion that there are less street cleaners than before Replaced by vehicles but don’t keep pavement clean Perceived increase in dumping litter from vehicles Main concerns over areas populated by youths: Near schools Suggest that not enough bins in these areas e.g. Nursery Road Shopping areas Awareness of refuse men in Staines centre which helps maintain centre But Sunbury High Street = too few bins and typically overflowing Parks Many perceived to be untidy and have insufficient bins River areas sometimes littered Some concern that Staines residential areas are being neglected at the expense of the town centre Feel that residential streets not always maintained to high standard

23. Refuse collection Residents were generally happy with refuse collection Mainly derived from refuse collectors taking everything from anywhere (except garden rubbish) Missed collections rare and rectified quickly However, probed level revealed some discontent at refuse collectors leaving a trail of rubbish Creates unclean environment, suggests collectors are not dedicated and do not respect the area Some blame contracting out for this ‘attitude problem’ Spontaneous requests for wheelie bins Would prevent cats / foxes tearing refuse sacks Easier, convenient and cleaner Awareness of other boroughs providing these

24. Wheelie Bins Concept very appealing However, this particular wheelie bin too small to match needs And colour wrong! There was great concern over provision for excess refuse, especially for those with larger families Would it not be collected? Scheme for charging for extra bags?

25. Reaction to alternative refuse collection Some report that they are already required to leave their bins at a particular location (?) Many expressed reluctance for this alternative Part of reason for satisfaction with refuse collection is that it is collected from ‘anywhere’ Having refuse sacks along the street would make it untidy There was concern at other people not adhering to this request and hence refuse not being collected Disliked the idea of being ‘forced’ to buy refuse sacks Who will pay for sacks? What if run out of sacks? Like being able to recycle supermarket bags Often only have enough to fill up a supermarket bag

26. Recycling (1) Residents spontaneously suggest that recycling needs to be extended to include cardboard, plastic, cans and glass felt that Spelthorne lagging behind some other boroughs Aware of blue box for newspaper recycling and many report using this No lid and lack of space is a barrier to use for some Many currently use recycling banks for other recyclables i.e. cans and glass. But criticism that often overflowing Inadequate numbers and location sometimes inappropriate i.e. not able to park

27. Recycling (2) Provision of blue box has appeal step in the right direction However, some concerns about box No lid means items get damp and smell Size of box may be too small Fortnightly collection not sufficient Safety hazard – glass Limited space available for box Difficult to move, especially for old people

28. Active General perception that there is provision for children and older residents if prepared to seek out However, disappointment that lack of attendance at evening classes for older residents results in cancellation – could council subsidise? Staines seen as focal point for many facilities Cinema Spelthorne Leisure Centre but could be more extensive e.g. Spectrum style centre However, Spelthorne Leisure Centre criticised for being unhygienic and provision for children is inadequate Ball pit too small and insufficient seating Less criticism from non-users Older residents (24 – 50) content with going to restaurants, pubs, gyms, cricket club, or golf etc (often private) Severe lack of activities for youths – especially high school age Seen as aggravating anti-social behaviour situation

29. Suggested improvements

30. Suggested improvements (1) Main improvements focused around youths Perception that dealing effectively with these issues will impact positively on all areas in the borough Youth Activities Provision of activities would help to keep youths ‘out of trouble’ must be aimed at youth culture Music – dj-ing, mc-ing Skateboard park Real disappointment that proposed park in Ashford was not given go ahead due to lack of council funding BMX park Must be inexpensive Cannot afford to go to cinema and therefore unlikely to uptake on similar expensive alternatives e.g. Spectrum style facilities Must be run by appropriate people ‘youth club’ style not appealing to this age group

31. Suggested improvements (2) Graffiti Acknowledge that graffiti difficult for council to deal with Recurring problem: painted over / cleaned, but just wipes slate clean for repeat exercise Suggest kids should be held more accountable for their actions Made to clean it off Name and shame in local papers?

32. Suggested improvements (3) Vandalism and gangs Difficult to deal with No creativity just mindless disruption Increased police presence only real way of tackling this Police dividing gangs may help Some aware of this happening in other boroughs Punishment should be greater when caught Increased CCTV? But also promotion of when CCTV used effectively to catch culprits Curfew in the evening? Community warden could help ensure vandalism dealt with promptly Secured bins / dog foul bins

33. Suggested improvements (4) General Increased number of bins in litter dense areas But also secured, with lids and possibly bigger Emptied more frequently Introduction of ‘picker uppers’ behind refuse lorry Improved lighting – especially at train stations Parks / play areas Greater consistency across main parks Park wardens to maintain parks and create greater sense of security Play areas important aspect – need for more facilities e.g. adventure playground – rope bridge, monkey bars, see-saw etc Provision of proper football area marked out and with flood lights (especially Staines Park) Prepared to pay small fee? Or have deposit system Encourage business collaboration for flower / plant aspects Competitions for best park? Leisure centre improved in terms of hygiene and child provisions

34. Suggested improvement (5) More effective traffic control - especially in in Staines Improved car parking facilities in Staines Increase residential permits? Provision of less expensive car parks? Collaboration with local businesses to provide parking for workers More extensive recycling provision Although bear in mind reluctance to pay for door-to-door recycling Greater numbers of recycle banks In convenient location

35. Part 2: Partnership feedback

36. Background and objectives Background Spelthorne Borough Council (SBC) seek feedback from partners which will feed into Best Value Review

37. Methodology 8 x 30 minute telephone interviews with key partners Surrey Police x 2 Youth Services Surrey Waste Management Spelthorne in Bloom co-ordinator Tree Warden Local Journalist Apex Housing Group All interviews conducted by Claire Reilly during w/c 7th April, 2003 All interviews recorded and used for analysis purposes

38. Overall Perceptions

39. Main strengths (1) Seen as providers (joint providers) of a variety of (potentially) successful initiatives across spectrum of issues Graffiti team Park wardens Community wardens Crime prevention e.g. burglar pack for elderly, CCTV usage, improved lighting in danger zones, cutting back foliage, more effective licensing Provision of activities for elderly e.g. Ford Centre Youth initiatives (see over) Show commitment to (some) joint partnership projects aimed at improving performance E.g. with police / local youth organisations / voluntary groups / leisure centre

40. Main strengths (2) Actively consult residents Forums e.g. re safety issues Focus groups Schools / teachers Youth forums / group Sometimes show willing to seek innovative solutions which prove successful e.g. Spelthorne in Bloom – initiated by SBC, sponsored by local business / individuals and driven by community e.g. Civic Pride Committee – SBC involved alongside residents (and police) e.g. Sunbury Cross cleanup – creative approach involving youths Staff performance is typically highly rated considered helpful / approachable / willing

41. Approach to youth issues

42. Main weaknesses (1) Delivery on ‘promises’ Too slow or not forth coming Dealings are too formal (two way issue) Wait for next formal meeting before actioning / discussing issues / ideas Slows up progress Sense that communication across all departments is not consistent Community Safety Officer only available 2 days a week Officer considered very effective but 2 days impacts on time available to deal with important issues Preventative safety measures re planning not optimised Recycling Targets not likely to be met Third party recycling not optimised Communication / involvement of Highways department is poor But recognised as being Surrey County Council issue

43. Main weaknesses (2) Lack of trust in Surrey County Council partners Sense of ‘us and them’ culture Scepticism re reasons behind desired involvement

44. Main suggested ways forward More prompt delivery on actions points and ‘promises’ fulfilled Especially re youths who can feel disappointed otherwise Positive approach to dealing with youth related issues should continue Through greater partnership with youth organisations, police, schools and voluntary groups Through continued inclusion of youth opinion Full time post for community safety officer would re-enforce commitment to crime issues Informal vehicles of communication could help to build stronger partnerships and promote understanding of difficulties and challenges faced by various agencies Provision of working ‘space’ in partnership buildings (two way process) Recognition of Spelthorne providing this for crime reduction officer Positive and could be extended / reciprocated? Working in same location encourages closer relationship, and could result in issues / problems being recognised sooner and dealt with more effectively Continue to build greater trust in County Council partners Earlier involvement of partners in decision making process Greater involvement in county council partnership initiatives Proactively seek effective funding solutions through joint ventures