Annual Residents' Survey
The Annual Residents' Survey is a survey of residents over 18
years old in the borough. Merton residents are interviewed, face to face by independent researchers,
about their personal concerns, attitudes to the council and council services. Over a thousand local
people are interviewed in their homes and public places ensuring that the opinions of a broad mix of
residents are collected. In recent years we have also surveyed young people between the ages of 11 and
A London-wide survey is carried out at the same time as Merton's
own survey, which enables Merton to compare its results both with previous years and with the rest of
Results of the 2014 survey
The Residents' Survey 2014 was carried out in September and October
2014. The survey covers the following issues:
- Personal concerns of residents
- Image of the Council as a whole
- Satisfaction with local services
- Other local matters and services
of the 2014 residents survey (1.1MB)
Key messages from the 2014 survey
Since the council started commissioning an annual independent
residents’ survey in 1999, the 2014 results show several “best evers”: Amongst the noticeable results
from 2014 are:
- The number of people saying that the Council is efficient
and well run is at a record high, 72%, up 2% on last year, which was also a record high.
- The council has beaten its highest ever Value for Money score of last
year (56%) with 57% this year.
- 79% agree that Merton is doing a good job, the same as 2012 and 2013;
the only year in which the score has been bettered was 2011.
- The number of people saying that the council is doing a better job than
one year ago is up by 4% to 47%.
- Respondents are asked to identify three issues that are a concern to
them. The number saying that council tax is a concern has fallen by 3% to an all time low of 19%.
- Satisfaction with the way the Council deals with litter has risen 1%
to 61%. The proportion rating the Council street cleaning service as good to excellent remains at 54%,
consistent with the trend of higher scores since 2010. The number of people saying they are concerned
about litter and dirt on the streets has risen by 4% to 34%, making it the top concern amongst residents
in the borough.
- Satisfaction with policing has fallen by 3%, and crime remains the second
largest concern for respondents, although the number of people saying crime is an issue of concern has
fallen slightly for the sixth year running.
- The number of people saying traffic congestion is a concern has increased
by 2% on last year to 27%, making it residents’ third biggest concern.
- Concern about lack of jobs and the quality of health services has fallen.
- A record number of people think the council involves residents in decision
making (56%, up by 4% since 2013).
- However, fewer people think the council responds quickly when asked
for help (-4%) and more think the council does not do enough for people like them (+2%).
- There has been an increase in residents’ opinions of several services,
namely repair of roads, recycling facilities, activities for young people, and fly tip removal.
- Satisfaction with leisure and sports has decreased by a noticeable 7%
from last year’s record levels but satisfaction levels remain higher than at any time before 2010. Satisfaction
among users is at an all-time high of 63%.
- Levels of satisfaction with public transport, housing benefit and council
tax collection have also all dropped.
- Satisfaction with Merton’s libraries has never been higher, with 66%
of residents saying it is good to excellent, and a record 82% of users saying so.
Young people’s concerns are similar to those of adults, with litter
the biggest concern but satisfaction with street cleaning remaining positive. Bullying also remains
a key concern but the level of concern over crime has fallen significantly this year.
Merton council continues to be viewed fairly positively by young
residents, with 77% feeling they get the services they need (a slight increase from 2013), and 84% feeling
that the council does enough to protect young people (a significant increase from 2013). 89% of young
people surveyed also agree that Merton is a good place to live, whilst significantly more young residents
in Merton feel that the council involves young people when compared to the London-wide average (+15%).
As with adults, feeling safe in the local area is a key factor
that young people feel could be improved to increase their sense of health and wellbeing (54%). However,
overall young people are fairly positive about their health and wellbeing, with 92% saying that they
are fairly satisfied with life.
Whilst we are pleased that residents generally feel we are going
a good job, we know there is a lot more work to do. Although satisfaction with street cleaning remains
positive concern about litter has continued to increase. Concern about traffic congestion also remains
a key issue for local residents These are areas we will look to target whilst making sure we continue
to provide value for money to our residents.
- The survey is carried out through face-to-face
questionnaire-based interviews, averaging 17 minutes with each respondent.
- Interviews were conducted at 104 sample points across the borough
with people from a variety of backgrounds.
- Respondents must indicate that they have been in the borough for
at least six months to be interviewed.
- The survey with young people was carried out with residents aged
11 – 17.
- Image questions are statements put to residents who are asked
to agree or disagree, for instance: "Merton offers value for money" or "Merton is doing
a good job".
- Results on services are usually provided separately for users
of the service and the population as a whole.
- London comparisons are based on a survey in October 2014 with
1,074 people across London. It is separate from surveys undertaken in individual London boroughs.
Consultation and Community Engagement,
Tel: 020 8545 3896
This page was last updated on Wednesday 20 May 2015