Summary Findings

Summary Findings

Key findings from the survey are:

  • 41.7% have accessed Information, Advice, and Guidance services locally in Southend-on-Sea.
  • 48.2% would access a digital means service (website or google search) initially to find Information, Advice and Guidance to support them.
  • 44.7% said that they were supported straight away
  • 16% sought housing Information, Advice and Guidance assistance
  • 76.3% felt that the support they received helped them deal with similar issues in the future.
  • 73.7% found the Information, Advice and Guidance service very helpful.
  • 52% would prefer to access a future Information, Advice and Guidance service during the day.
  • 47% would like to access Information, Advice and Guidance online.

Respondents showed a willingness to embrace change, particularly if it involved positive effects on the future Information, Advice and Guidance service. It was highlighted that whilst most people would access Information, Advice and Guidance initially online, support must be provided to those who may feel digitally excluded

Good Information, Advice and Guidance (which is current, relevant, and accurate) is essential for all adults who need, or may need support in order to live independently. The following were thought to be necessary to guarantee an enhanced Information, Advice and Guidance service whilst ensuring a single point of coordination for residents and users in Southend-on-Sea, providing general and tailored information, advice, guidance, and support to local people.


  • Working with Partners and the Community
  • Eligibility criteria and referral routes
  • Hours of operation and location
  • Ensuring Safeguarding
  • Equality and diversity
  • Generating wider Social Value
  • Making sure that inequalities in the quality of life in different parts of the borough are tackled by a stronger focus on local needs.
  • Improved digital channels
  • A targeted face to face and telephone offer
  • The service must be flexible to meet Southend-on-Sea residents needs and arising trends.

Next Steps

The findings of this survey have been used in the tender process for the contract of a new enhanced Information, Advice and Guidance service which will begin on 1st April 2022. The successful provider will use the detail from this consultation to develop and produce an Information, Advice and Guidance service which is available and accessible for everyone. And will support the council’s work to deliver the Southend 2050 ambition and outcomes.

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This consultation has closed. Please see our Together We Did... post for key findings and next steps.