Report Contents

1. Methodology and Analysis

2. Southend Council

3. Pride and Joy

4. Safe and Well

5. Active and Involved

6. Opportunity and Prosperity

7. Connected and Smart

8. Summary

Research Objectives and Method

Between July and September M·E·L Research carried out a randomly sampled postal survey of Southend-On-Sea residents.

The aim of this research was to gather fresh insight into residents’ perceptions of their local area, community interactions and resident behaviours. It also sought views on Southend-on- Sea Borough Council’s performance.

A similar survey which was completed in 2019 was used as the basis for this 2021 research to provide an indication of the direction of travel of public perceptions.

While this tracking approach necessitated continuity in a number of places, the content of many other questions was revised in order to explore the impact of the pandemic on residents and how this might shape service needs going forward.

As was the case in 2019 the survey content was closely aligned with the Southend 2050 ambition. Subsequently, this report uses the 2050 themes as an analysis framework.

An initial 5,500 residential addresses across Southend were randomly sampled, proportionate to ward population in July. Addresses were selected from the Royal Mail’s Postal Address File.

All sampled addresses received an initial letter inviting them to complete the survey online.

All non-responders were then sent a reminder mailing three weeks later which contained a full paper copy of the questionnaire and a freepost return envelope.

Following a lower than expected response rate over the summer months a further boost sample of 3,000 addresses was drawn in September. In this boost mailing a full questionnaire booklet was despatched, along with instructions of how to complete online.

This boost mailing allowed us to surpass the target number of 1,100 completed surveys. In total, 1,206 survey were received by the final deadline of 1st October.

This equates to a response rate of 14%. 351 survey were completed online and 855 were completed on paper – emphasising that the paper delivery channel remains the dominant one when both options are available to all.

Survey Content

As well as recording headline perceptions of Southend-On-Sea Borough Council, the survey content was designed to inform the key themes within the Southend 2050 ambitions and roadmap. The question set used in last equivalent survey in 2019 was revised in multiple places in order to explore resident’s needs and behaviours following the coronavirus pandemic.

• Satisfaction with services
• Local priorities
• Changing use of parks and open spaces
• Climate change and environmental issues

• Neighbourhood safety
• Support through the pandemic
• The needs of carers

• Community cohesion
• Volunteering
• Local decision making

• Regeneration
• Changing work patterns and associated needs

• Information provision about services
• Public transport confidence
• Public transport information
• Electric car aspirations

Data weighting and confidence level

To eliminate the effect of differential response rates by geography and demographic groups, the final data has been weighted by ward, age and gender. The now out of date 2011 census data provides the most granular data for ethnicity. The age of this data means it is now not suitable for use in weighting. But checks were made to ensure that the ethnicity profile of the weighted data broadly aligned to that recorded in 2011.

The sample size of 1,206 means that this dataset has a maximum confidence level of +/-2.82 at the borough level. +/-3 is the standard level of confidence for residents’ surveys of this type, so this data is within this threshold. Sub-group analysis i.e., comparing responses from particular resident groups or from specific locations within the borough will have higher confidence intervals.

Analysis

In order to analyse the data at a more statistically robust geographies, wards have been grouped into four localities:

• West
• West Central
• East Central
• East

Overall satisfaction with Southend-on-Sea City Council

Satisfaction with Southend City Council

• More than half (54%) of residents are satisfied with the way Southend City Council runs things, most of which are fairly satisfied (46%). This overall satisfaction measure has improved by +6ppts since 2019.
• However, dissatisfaction has also increased since the 2019 survey, by +5ppts (from 23%), and overall satisfaction is below the June 2021 LGA benchmark (68%).
• By area, satisfaction varies significantly, from 61% among East residents to 47% in West Central.
• Using the ACORN segmentation model, the most satisfied residents are the Affluent Achievers (60%) and Rising Prosperity (61%) group.
• The most dissatisfied are Urban Adversity at 39% dissatisfied, i.e. the least affluent resident group.

Agreement that Southend City Council provides value for money

• Resident opinion is split in terms of whether Southend City Council offers value for money, with 33% agreeing that it does and 35% disagreeing.
• Compared to the 2019 Residents’ Perception Survey, agreement that the Council provides value for money has increased +6ppts (from 27%).
• However, disagreement has also increased +5ppts (from 30%), and agreement of value for money remains lower than the LGA benchmark (49%).
• Those that agree the Council offers value for money are more likely to be over-65s (46%), those not working (43%), and homeowners (35%).

Satisfaction with local area

• The majority of residents (72%) are satisfied with their local area, down only -2ppts since 2019. However, less than one in five residents are ‘very’ satisfied (17%), a drop of -6ppts since 2019. Compared to the most recent LGA benchmark, overall area satisfaction is below average (82%).
• By area there is substantial variation, with eight in ten residents satisfied with their local area in West (83%) compared to just over half in East Central (58%).
• This divide is also apparent in the ACORN classifications, where 84% of Affluent Achievers are satisfied, +31ppts more than Urban Adversity (55%).
• Moreover, those significantly more likely to be satisfied with the local area include women (75%) and home owners (79%).

The majority of residents are satisfied with open spaces, refuse collection and recycling services. Road and pavement maintenance are the services with the highest level of dissatisfaction.

Local priorities following the Covid-19 pandemic

The pandemic period has increased the importance of a number of local issues. In particular, parks and open spaces and safe streets have become more important to residents, along with addressing crime and ASB.

• Park and open spaces for socializing have become especially important to those in the West (79%), 55-64s (76%), Women (73%) and Homeowners (72%).
• Addressing crime and ASB has become more important for 55-64s (76%), Women (72%), and for Homeowners as much as Social Renters* (70% respectively).
• Clean, safe streets for exercise are now more important for those in the West (71%), 55-64s (72%), Women (69%), and for the Financially Stretched (69%).
• Supporting small and local businesses and reducing waste and pollution have also increased in importance among at least half of residents as a result of the pandemic.

Local priorities following COVID-19 pandemic by age

Green boxes denote a percentage that is significantly higher compared to at least one other age band.

For more affluent groups, addressing crime has become more important. Community engagement is now more important for Comfortable Communities.

Green boxes denote a percentage that is significantly higher compared to at least one other ACORN category

Reasons for moving to Southend

The majority (77%) of residents have lived in Southend for more than five years. Of those that have relocated to the area more recently, it was most likely for a better quality of life and/or to be closer to family and friends.

• Long-standing residents (77% of all respondents) are more likely to live in the East (83%) or East Central (82%) areas of Southend and be in the Affluent Achievers ACORN category (83%).
• Those who relocated for a better quality of life are most likely to live in the West (58%) and be Affluent Achievers (65%).
• Those who have come to Southend to be closer to friends/family are most likely to be over 65yo (51%) and Financially Stretched (39%).

Using open spaces following Covid-19

In the future, half (51%) of residents expect to use Southend’s parks and open spaces more than they did before the pandemic.

• There is no notable spatial variation in the expected use of parks in the future.
• Financially Stretched are the ACORN category most likely to expect to use parks and open spaces ‘a lot more’ in the future (31% of this group gave this response).
• 16-44s are also more likely to use the parks in Southend ‘a lot more’ in the future (28% of this age group gave this response).

These are the results from Q5 - Looking to the future how much do you think you will use Southend’s parks and open spaces compared to before the pandemic period?

Reasons for increased use of open spaces

For those (67%) that used open spaces more during the pandemic, this was most commonly to aid relaxation, illustrating the connection between these spaces and mental wellbeing

• Those more likely to have used open spaces during the pandemic as places to relax live in the West (59%) and more likely to be male (56%).
• Those that used open spaces for exercise and if other options weren’t available are more likely to be in the Rising Prosperity ACORN group (63%), be 55-64s (50%) and live in the West (49%)

Reasons for decreased use of open spaces

For the minority (15%) that used the parks less during the pandemic, it was more likely because they didn’t think open spaces were safe places to be anymore. It is not clear from the data whether such safety concerns were pandemic related i.e. virus transmission.

One in three (30%) were shielding from the coronavirus and thus advised not to go to public places.

Reducing carbon emissions

The majority (75%) of residents are willing to help the Council achieve net zero targets. However, only one in four (25%) are aware of the Green City action plan to reduce carbon emissions in the borough.

• Those most commonly willing to take action to help meet net zero carbon are Rising Prosperity (89%) and live in West Central (81%).
• They are also more likely to be working (82%) and are more likely to be a homeowner (78%)
• Those unaware of the Green City plan are more likely to live in the West (49%) of the borough.

Ways of reducing impact on environment

When asked what they as individuals can do to reduce their impact upon the environment, altering personal transport behaviours was most commonly identified (33%), following by purchasing decisions on products with less packaging (20%) and recycling behaviours (18%)

These are the results to Q9 - What is the one thing you personally could do to reduce your impact on the environment?

Reducing impact of waste on environment

The vast majority agree recycling possibilities should be maximised to keep refuse out of landfill (87%) and nearly all residents are concerned about beach and marine litter (96%).

Safety during the day

• The vast majority (81%) of residents feel safe in their local area during the day, with one in three (32%) feeling ‘very safe’.
• However, this is a decline since 2019 (-4ppts), and is 13ppts lower than the LGA benchmark (94%).
• When broken down by area, a similar pattern is found as in the 2019 survey: residents most likely to feel safe are in the West (86%), with those in East Central least likely to feel safe (although still the majority at 74%).
• Those that feel unsafe during the day are more likely to be in the Urban Adversity ACORN category (21%).

Safety after dark

• After dark, fewer than half (43%) of Southend residents feel safe, significantly lower than the LGA benchmark (79%).
• Half of residents (50%) state they feel unsafe after dark. This is up +10ppts since 2019.
• Residents in the West are the most likely to feel safe after dark (55%), while those living in other parts of the borough are significantly less likely to feel as safe (40% or less).
• Those that feel unsafe after the dark are more likely to be in the Financially Stretched ACORN category (57%),be female (57%) and live in social rented accommodation* (66%).

Caring responsibilities

13% of residents have caring responsibilities. Of those, almost half (45%) find it difficult to meet those responsibilities including 16% who find it very difficult.

A carer is defined as anyone who cares, unpaid, for a friend or family member who due to illness, disability, a mental health problem or an addiction can not cope without their support.

Those with caring responsibilities are more likely to live in East (18%) and be part of the Urban Adversity ACORN category (17%), 55-64 (21%), and not working (19%).

Results for Q13 - How easy is it for you to meet your caring responsibilities? (if residents answered Yes to being carer)

Community relations

The majority (71%) of residents feel connected to their area, and most (68%) believe people are willing to help their neighbours. However, only one in five (21%) agree their area has the resources required to solve local problems.

“The area where I live has the resources it needs to take care of local problems”

• Affluent Achievers (28%) and men (26%) are significantly more likely to agree with this statement.
• Urban Adversity (53%) and those working (42%) are more likely disagree.

“Where I live, people can get the services they need”

• Affluent Achievers (42%) and men (38%) are most likely to agree with the above statement.
• The Urban Adversity (34%) group are most likely to disagree.

Less than half (48%) of residents agree Southend is a good place to bring up children, and fewer than one in four (23%) agree there is good support for families with young children. The level of don’t know responses are an influence on these low scores.

• Those that agree that Southend is a good place to bring up children are more likely to be those of family-raising age (34-44s, 55%) and be from the Affluent Achievers ACORN category (63%).
• Those that disagree that Southend is a good place to raise children are more likely to live in East Central (31%) and be in the Urban Adversity (39%) category.

Your Family

Nearly all (97%) residents are unaware of the ‘Your Family’ initiative, although one in three (32%) would like to know more about it.

Results of Q15 - Have you heard about a new approach to working with children, parents and carers called Your Family?

Support during Covid 19

• Only one in three (37%) residents feel satisfied with how the Council has been supporting them during the pandemic.
• Affluent Achievers are most likely to be satisfied (42%), as well as over-65s (50%), and those that feel informed about Council services (66%).
• Despite this low level of satisfaction, far fewer (17%) feel dissatisfied with the Council’s support.
• Urban Adversity (29%) and East Central residents (28%) are most likely to be dissatisfied with Council support during the pandemic
• It is more evident that residents don’t have a strong opinion either way (46%) on this issue.

Living a good quality life

In order to live a good quality life in Southend residents most commonly identify a need for accessible/better services (21%), improved safety and security (19%) and clean streets (18%).

Results from Q17 - 17 Thinking about your health and housing in the future, what is most important to you so that you can live a good quality life in Southend-On-Sea?

Community relations

• The majority (69%) of residents agree that their local area is a place where people from different backgrounds get on well together, and this is up +11ppts since 2019.
• However, at the same time, disagreement that they live in a place where different people get on well together has doubled, to 25% in 2021 from 12% two years’ before.
• Acting on concerns.
• Just over one in four (28%) residents feel the Council acts on the concerns of local residents. This figure is down -5ppts since 2019.
• The proportion of residents who feel their concerns are acted upon by the Council is also -34ppts below the LGA benchmark (62%).
• In all areas this sense that the Council is responsive is a minority view, with uncertainty supressing these positive percentages. However, it is notable that in East Central the proportion who say that the Council does not act on concerns at all is notably higher at 23%.

Barriers and motivators to community involvement

Following the pandemic, barriers to getting involved in community events are more commonly identified than opportunities.
Only 9% have more time to get involved than previously. Concern about virus transmission remains a key a barrier identified by 27% of residents.

Results for Q20 - Do you agree or disagree with the following statements about volunteering and community involvement

Leisure centres

Significantly more residents are confident using Council leisure centres now that appropriate COVID-19 protections are in place. Only 15% are not.

Residents over-65s (51%) and not working (46%), and the Financially Stretched (42%) are more likely to state that they do not to use leisure centres anyway.

Results for Q22 - Would you feel confident using these facilities at the moment?

Multi-year regeneration projects

Most residents agree the Council’s regeneration projects will provide job opportunities, and makes them feel positive about the future of Southend. Half (52%) of residents agree that regeneration will make people thing differently about Southend.

Those that agree regeneration of Southend is providing more job opportunities are more likely to be Financially Stretched (75%) and live in West Central (70%).

Those that agree these projects make them feel more positive about the future of Southend are more likely to be the Rising Prosperity (72%) ACORN category.

Results of Q23 - Thinking about the regeneration that is happening in Southend, to what extent do you agree or disagree with the following?

Working arrangements following Covid-19

Two in five of those in employment (42%) expect more remote working in their role when restrictions ease, with another third (36%) expecting this to continue at the same level. Of these two groups ,one in five (21%) would be interested in accessing shared workspaces in Southend.

Results of Q24 - Q24. Thinking about the future, when pandemic restrictions ease, do you think your work will...?

All residents:

All in employment:

Keeping services running

• Two out of three (66%) residents feel the Council is managing to keep services running as normal during the pandemic.
• Those with the more positive view are over-65s (73%), Affluent Achievers (71%) and the Rising Prosperity (71%) groups.
• Almost one in five (18%) feel the Council is not managing well.
• Those with the more negative view are the Urban Adversity (28%) group and living in East Central (23%). It follows that they are more negative about the Council in general.

Being informed about Council services

• Only one in three (34%) residents feel the Council keeps them informed about the services and benefits it provides. This is down -10ppts since 2019, and -27ppts below the most recent LGA benchmark (61%).
• More than half (58%) feel they are not kept informed, and this has increased since 2019, up +13 ppts.
• Those that feel they are not kept well informed by the Council are more likely to Urban Adversity (64%) and living in the Central areas (West Central 61%; East Central 62%).

Preferred channels of communication

The MySouthend online account is the most common preferred channel of communication, from the Council, chosen by 37% of residents

Results from Q28 - How would you prefer to receive information from Southend-on-Sea Borough Council?

Using online self-service tools

Residents are most confident using self-service tools to make payments (64%). They are least likely to be confident in applying for benefits or grants online. Don’t know responses were prevalent at this question, likely reflecting a lack of direct experience of these tasks

Results of Q29 - How confident do you feel in using the council’s online self-service tools to do the following?

Effect of lack of digital skills on accessing services, help and support

• 15% felt their lack of digital skills or access to the internet affected their ability to get help and support from Council services during the pandemic.
• Over-65s (39%), not working (30%), and social renters (27%) are most likely to agree their lack of digital skills made it difficult for them during the pandemic.

There is no significant variation in agreement between area or ACORN categories.

Travel methods following Covid-19

More than half (59%) of residents expect to walk more following the pandemic. One in three expect to use the trains and buses less (39% and 31% respectively).

• Walking: those expecting to walk more are Affluent Achievers (68%), women (63%), those who feel safe after dark (65%), and live in West Central (63%).
• Cycling: those expecting to cycle more are Rising Prosperity (39%) and those who feel safe after dark (37%).
• Train: those planning to use the trains less live in East Central (46%), and Affluent Achievers (43%) or Comfortable Communities (42%).
• Bus: those planning to use the buses less are Comfortable Communities (39%).
• Private vehicle: those less likely to use cars etc are Affluent Achievers (28%), Rising Prosperity (28%), and in West Central (27%).

Results of Q32 - Looking to the future, how much do you think you will use the below modes of travel compared to before the pandemic period?

Confidence in public transport

Over half (53%) of residents are confident using public transport at the moment. One in four (23%) are not confident.

Those not confident in using public transport are more likely to be:

• 55-54yo (28%)
• live in West Central (26%)
• feel unsafe after dark (28%)

Results of Q33 - Do you feel confident using public transport at the moment?

Satisfaction with bus service information

A majority of residents (65%) who gave an opinion are satisfied with RTI at bus stops, and more than half (57%) are satisfied with availability of timetable and route information.

Results of Q34 - How satisfied or dissatisfied are you with the following? Excludes 'don’t know'

Electric vehicles and motivations to buy

Most (67%) residents aren’t planning to buy an electric vehicle in the next two years. Increased affordability and improved charging infrastructure are the things that are most likely to motivate a switch away from petrol/diesel vehicles.

Results of Q36 - What things might encourage you to buy an electric vehicle in the future

Direction of travel on key indicators

More than half (54%) of residents are satisfied with the way Southend Council runs things, most of which are fairly satisfied (46%). This overall satisfaction measure has improved by +6ppts since 2019. However, dissatisfaction has also increased since the 2019 survey, from +5ppts from 23%, and overall satisfaction is below the June 2021 LGA benchmark (68%).

Resident opinion is split in terms of whether Southend Council offers value for money, with 33% agreeing that it does and 35% disagreeing. Compared to the 2019 Residents’ Perception Survey, agreement that the Council provides value for money has increased +6ppts (from 27%).

Two out of three (66%) residents feel the Council is keeping services running as normal during the pandemic. However, only one in three (34%) residents feel the Council keeps them informed about the services and benefits it provides. This is down -10ppts since 2019, and well below the LGA benchmark (61%).

There does not seem to be a clear sense among the public that the Council has supported them through the pandemic. Only one in three (37%) residents feel satisfied with how the Council has been supporting them during the pandemic with 46% answering neutrally. This may reflect the dominance of national government in pandemic messaging, despite the multiple functions local government have adopted and adapted in the last 18 months.

Pride and Joy

The majority of Southend residents are satisfied with their local area (72%). While local area satisfaction is stable compared to 2019, satisfaction remains below the latest LGA benchmark of 82%. Residents living in East Central (58%) have the lowest level of satisfaction with their local area.

The issues of road and pavement maintenance provoke noticeably higher levels of dissatisfaction in the question that was included to cover the council services available to all residents. 61% and 68% of residents respectively are dissatisfied with these service aspects. Rough sleepers also appears to be an issue with high visibility.

There is evidence that the pandemic period has changed local level priorities and perceptions. For a majority of residents, open spaces and safe streets have become more important as has addressing crime and ASB and shopping from small local businesses. For those residents that used open spaces more during the pandemic, the most common reason for this was to help them relax, illustrating the connection between these spaces and mental wellbeing.

In the future, half (51%) of residents expect to continue to use Southend’s parks and open spaces more than they did before the pandemic. This suggests that delivery of clean, safe and enjoyable public spaces may take on a heightened influence in shaping how the public perceives Southend-on-Sea Borough Council.

In the context of the climate emergency a majority of residents (75%) are willing to help the Council achieve net zero targets. However, only one in four (25%) are aware of the Green City action plan to reduce carbon emissions in the borough. Residents most commonly identify their role in reducing emissions to be changing transport behaviours. In relation to this, more than half (51%) and almost a third (30%) of residents expect to walk and cycle more following the pandemic, respectively. The vast majority agree recycling possibilities should be maximised to keep refuse out of landfill, and nearly all residents are concerned about beach and marine litter. On this basis, initiatives on these issues are likely to be well received.

Safe and Well

A majority of residents do feel safe during the day (81%), however fewer than half feel safe after dark (43%) and this is -36% points below the LGA benchmark. This divide in safety between day and night is not new; similar results were seen in 2019, but concerns about safety at night continue to be evident. Older groups in particular are more likely to indicate that street safety and addressing crime are more important to them following the pandemic.

One in eight (13%) Southend residents have caring responsibilities. Of those, almost half (45%) find it difficult to meet those responsibilities and other demands on their time such as work and family. This issue is acute for younger carers, those under 45 years of age. More investigation may be needed to ascertain how carers can be better supported in the borough.

Less than half (48%) of residents agree Southend is a good place to bring up children, and fewer than one in four (23%) agree there is good support for families with young children. While ‘don’t know’ responses are an influence here, it is notable that 23% disagree Southend is a good place to bring up children.

Nearly all (98%) residents are unaware of the ‘Your Family’ initiative, and one in three (32%) would like to know more about it, suggesting that there is an appetite for this offer.

Active and Involved

On the whole, residents are positive about community cohesion and relations between different groups in their local area. Overall, 69% agree that their local area is a place where people from different backgrounds get on well together. This indicator of social cohesion has increased 11% points since 2019. However, at the same time, disagreement that they live in a place where different people get on well together has doubled, to 25% in 2021 from 12% two years before. So while there may be some evidence of a positive community legacy from the pandemic period, there is also possibly a greater feeling of polarisation regarding how people get on together.

Just over one in four (28%) residents feel the Council acts on the concerns of local residents, which is well below the LGA benchmark of 62%. The proportion of residents who believe the council acts in this way has dropped marginally, by 3ppts since 2019.

The majority (82%) of residents would like to be consulted on decisions that affect their local community, but only 10% agree that they have been asked for input on the borough’s services. One impact of the pandemic appears to be a heightened interest among residents in doing something that makes a difference to their local community (51%).

In this context, concern about personal safety is a key a barrier to community involvement, identified by 27% of residents. Other key barriers are awareness of how to get involved, and work-life balance/time pressures. On this basis it does not seem that a mass upswing in pandemic driven community involvement is likely in the short term.

On the theme of being physically active, only 15% of residents indicate that they have reduced confidence in using Council leisure centres now appropriate COVID-19 protections are in place within these facilities. More generally, younger groups are more likely to now place an increased importance on sport, leisure and community facilities following the pandemic.

Opportunity and Prosperity

The Council is undertaking several multi-year regeneration projects, such as Better Queensway, the Roots Hall and Fossetts Farm housing developments, the Airport Business Park, and the purchase of the Victoria Shopping Centre, in order to bring prosperity and job opportunities and support growth and opportunity in the borough.

Most residents agree the Council’s regeneration projects will provide job opportunities, and makes them feel positive about the future of Southend. Half (52%) of residents agree that regeneration will make people think differently about Southend.

When pandemic restrictions ease, two in five of those in employment (42%) expect more remote working in their role, with another third (36%) expecting this to continue at the same level. Of these, one in five (21%) are interested in having access to shared workspaces in Southend.

Connected and Smart

In order to receive Council information the MySouthend online account is the most commonly preferred channel of communication (37%) compared to local newspapers and radio (13%). The preference for MySouthend is stable (39% in 2019).

When exploring confidence with interacting with the Council digitally, residents are most confident using self-service tools to make payments (64%). Residents are least likely to be confident in applying for benefits or grants online. Don’t know responses were prevalent in this question, likely reflecting a lack of direct experience of these tasks. Residents aged 65 and over and those in the Financially Stretched ACORN group are generally less confident using online tools.

This research shows that 15% of residents felt their lack of digital skills or access to the internet affected their ability to get help and support from Council services during the pandemic. Over-65s (39%), those not working (30%), and social renters (27%) are most likely to agree their lack of digital skills made it difficult for them during the pandemic. On this basis more sustained efforts are required to prevent digital exclusion.

Most (67%) residents aren’t planning to buy an electric vehicle in the next two years. One in nine (11%) are planning to do so. Increased affordability and improved charging infrastructure are the things that are most likely to motivate a switch away from petrol/diesel vehicles.