04a JSNA Appendix , item 5. PDF 6 MB - Lambeth Council

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DRAFT would rather speak or visit someone in person 88 . It would be interesting to explore the extent to which these perceptions are still held given the significant rise in internet penetration. Satisfaction with customer services has improved since the opening of the Lambeth Service Centre which provides the first point of contact for all phone queries and Lambeth Contact, the first joint service centre for walk-in queries. Users of both of these are generally satisfied with the service provided. Customers believed that the phone is answered promptly, it is easy to navigate the system and the staff are friendly and polite 89 . There is however, a conflict between satisfaction with resolution of problems. Users of the joint service centre believed that the staff there were able to successfully resolve their problem (92%) 90 ; compared with 59% of Lambeth Service Centre users who stated their problem was not resolved at all 91 . Prompt resolution of problems or queries was the most important priority for residents when contacting the council or partners, yet across the majority of service areas where we have data including housing, LSC customers, council tax, benefits and Adult and Community Services, the final resolution of a problem was the area that most people were dissatisfied with. Issues that were perceived to contribute to the lack of resolution include a lack of joined up working between front line and back office staff and people not being sure who is the correct person to contact to resolve a problem. This lack of prompt resolution of problems needs to be addressed by the Citizens Focus Programme. In 2006/07, 10% of borough residents said that they had let the police know their views on policing, crime or anti-social behaviour compared with less than 0.5% in 2005/06. The most common way that people contacted the police was through an informal chat with a local officer 92 . Southwark carried out research in 2007 into the national ‘tell us once’ project. This aims to enable customers to notify government once of a birth, death or change of address and overall make contact easier. Overall 72% of respondents believe that such a service would be helpful compared to only 8% who feel it wouldn’t be. People see the main benefits as saving them time (18%), saving them having the same conversations with different organisations (15%) and being sure that all the relevant parties were informed (14%). However, people do have concerns about who would have access to their personal information 88 Understanding our residents focus groups 2005. 89 Lambeth Service Centre Customer Satisfaction Survey 2007. 90 Lambeth Contact User Satisfaction Survey 2007. 91 Lambeth Service Centre Customer Satisfaction Survey 2007. 92 MPS public confidence report 2006/07. Lambeth JSNA – Preliminary assessment Version 4 October 2008 142
DRAFT (25%), that their personal data may not be securely stored (17%) and that the service might not be reliable (16%) 93 . Communication IDeA/ MORI research shows that how well informed people are shapes their opinion of the council and partners and drives overall satisfaction. Therefore in considering a Customer Focus Programme, it is important to think about how we communicate with our residents. The 2007 residents’ survey shows that 70% of Lambeth residents believe that the council keeps residents informed. This is 6 percentage points higher than the rest of London at 64% and represents continuous improvement from 2003. This contrasts with the picture from the BVPI survey which recorded a decline in satisfaction between 2003/04 and 2005/06 which likely reflects its methodology. People feel most informed about how to pay bills to the council (88%) and how and where to register to vote (86%). In contrast around three in four feel uninformed about what the council is doing to tackle antisocial behaviour in the local area (80%), whether the council is delivering on its promises (75%) and how well the council is performing (74%) 94 . Most people find out information about Lambeth via information provided by the council (39%). The next most popular methods are local media (19%), the council website/ internet (17%) and word of mouth (11%) 95 . Based on research findings, the main source of information provided by the council is Lambeth Life, a fortnightly newspaper distributed to all homes in the borough. The publication changed format in January 2008 from a monthly magazine to a fortnightly newspaper. In October 2007 in its previous format, distribution was good and satisfaction was fairly high. Three quarters (77%) had received a copy through their door in the last three months. Of these 74% of people read some or all of it and 65% rated it as good or excellent 96 . Research is planned to evaluate the success of the new format. Regardless of format, qualitative research conducted in 2006 found people want to hear balanced, realistic reporting about how the council is performing, how it spends council tax money and whether it is keeping its promises. There should be less focus on good news with people concerned that this is simply council propaganda. The key issue for residents was that Lambeth Life should demonstrate openness and honesty about what the Council does to address problems, with whom, and over what timescales 97 . 93 94 BVPI survey 2006. 95 BVPI survey 2006. 96 Lambeth Residents Survey 2007 97 Lambeth Life Research report. December 2006. Lambeth JSNA – Preliminary assessment Version 4 October 2008 143
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DRAFT LONDON BOROUGH OF LAMBETH JOI
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DRAFT Foreword (Director of Childre
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DRAFT 1. Introduction The concept o
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DRAFT - Health as a way of life. -
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DRAFT 6. End of Life Care over the
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DRAFT Lambeth Local Area Agreement
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DRAFT LAMBETH JOINT STRATEGIC NEEDS
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DRAFT Population - Mid Year Estimat
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DRAFT Lambeth Population Projection
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DRAFT Population Density People per
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DRAFT living in other boroughs but
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DRAFT How do they live? • There a
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DRAFT Town Centre Commn Town well t
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DRAFT How is Lambeth ranked on depr
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DRAFT People with substance misuse
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DRAFT there are approximately 1,000
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DRAFT admissions in 2007-08 over 20
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DRAFT • Trauma: falls - The morta
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DRAFT NATIONAL PRIORITIES Reference
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DRAFT GUM services • HIV/AIDS •
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DRAFT • Of the 95,726 people from
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DRAFT Overview of green spaces and
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DRAFT • The Home Office estimates
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DRAFT • Alcohol related ambulance
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DRAFT 5. Economic development - Are
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DRAFT • The business sectors with
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DRAFT • Lambeth residents are emp
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DRAFT benefit, job seekers allowanc
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DRAFT • With an average house pri
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DRAFT Safety, Parking and Enforceme
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DRAFT 6. CYP - Do they enjoy and ac
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DRAFT NI 88 NI 89 NI 90 NI 91 NI 10
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DRAFT Do the people of Lambeth part
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DRAFT Do they live in strong, cohes
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DRAFT statutory time limit (NI 132
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DRAFT NI 125 NI 129 NI 141 NI 142 N
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DRAFT Reference NI 4 Indicator % of
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DRAFT facilities good to excellent
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DRAFT 7. Are they safe? a. Are they
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DRAFT SIGNIFICANT INEQUALITIES IDEN
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DRAFT high crime partnership areas
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DRAFT Rowdy / Inconsiderate Behavio
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DRAFT NI 27 NI 21 NI 24 NI 25 NI 41
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DRAFT SIGNIFICANT INEQUALITIES IDEN
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DRAFT A great deal of useful feedba
Page 91 and 92: DRAFT The main finding of the consu
Page 93 and 94: DRAFT The entire review is enclosed
Page 95 and 96: DRAFT Licensing and community appro
Page 97 and 98: DRAFT keeping, use of electronic re
Page 99 and 100: DRAFT Physical activity Summary of
Page 101 and 102: DRAFT • Prisoners sometimes use n
Page 103 and 104: DRAFT 10. Lambeth priorities Priori
Page 105 and 106: DRAFT The following describes the p
Page 107 and 108: DRAFT Lambeth JSNA - Preliminary As
Page 109 and 110: DRAFT The comprehensive discussion
Page 111 and 112: DRAFT Thomas’ Charity and Marie C
Page 113 and 114: DRAFT Initiative Outcome Indicators
Page 115 and 116: DRAFT Initiative Outcome Indicators
Page 117 and 118: DRAFT 2. Proportion of eligible pop
Page 119 and 120: DRAFT Chapter 6. Recommendations Th
Page 121 and 122: DRAFT LAMBETH JOINT STRATEGIC NEEDS
Page 123 and 124: DRAFT Objectives: • To develop a
Page 125 and 126: DRAFT 1. A population-based approac
Page 127 and 128: DRAFT C22a,c D13a,b&d Core standard
Page 129 and 130: DRAFT JSNA Steering Group membershi
Page 131 and 132: DRAFT Project timetable with provis
Page 133 and 134: DRAFT Appendix II Lambeth JSNA - Pr
Page 135 and 136: DRAFT Executive Summary This litera
Page 137 and 138: DRAFT Introduction What is the Citi
Page 139 and 140: DRAFT Service delivery The table be
Page 141: DRAFT treated with respect by their
Page 145 and 146: DRAFT are shown what has happened a
Page 147 and 148: DRAFT Although council tenants are
Page 149 and 150: DRAFT priority for improvement. The
Page 151 and 152: DRAFT Other issues that the CFP sho
Page 153 and 154: DRAFT Glossary A&E ACS AIDS BME C&Y
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04a JSNA Appendix , item 5. PDF 6 MB - Lambeth Council

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