Newham Resident Insight
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We compare how priorities have evolved for residents between 2019 and now at a borough wide and neighbourhood level, and with a special focus on young people. We compare how our residents’ satisfaction with the local area and the council has evolved since 2020 and what areas it has improved in and where there is a need to improve, with a particular focus on our tenants & leaseholders. We outline what residents most want improved in terms of engagement and what issues they’d most like to get involved in, as well how our residents’ ability to count on each other has evolved, with a particular focus on inclusion & cohesion
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Newham Resident Insight
- 1. Resident Insight for Newham 1. Priorities for residents 2. Satisfaction 3. Cohesion & participation
- 2. 1. Priorities for residents Priorities in 2020 Priorities by neighbourhood 2019-21 Priorities for young people in 2021 We compare how priorities have evolved for residents between 2019 and now at a borough wide and neighbourhood level, and with a special focus on young people.
- 3. Overall priorities for residents at the start of 2020 before the pandemic…
- 4. Economic priorities at the start of 2020 before the pandemic
- 5. Priorities for residents by each neighbourhood in 2021 Environment Safety Culture Cleanliness Environment Public Spaces Public Spaces Environment Biodiversity Safety Youth Activities Public Spaces Cleanliness Safety Public Spaces Cleanliness Safety Public Spaces Safety Environment Public Spaces Cleanliness Environment Public Spaces
- 6. Priorities for young people in 2021 Newham You Tube
- 7. Issues important to residents to help everyone recover from the pandemic
- 8. 2. Satisfaction with the area & council Satisfaction with the local area Satisfaction with the council Improvement of services Satisfaction by tenants & leaseholders We compare how our residents’ satisfaction with the local area and the council has evolved since 2020 and what areas it has improved in and where there is a need to improve, with a particular focus on our tenants & leaseholders.
- 9. Satisfaction with the local area from 2019-21 57% 53% 60% 81% 77% 76% 81% 74% 65% 2012 2013 2014 2015 2016 2017 2018 2019 2020 78% 80% 79% 84% 86% 88% 84% 88% 2012 2013 2014 2015 2016 2017 2018 2019 73% 70% 75% 87% 86% 79% 84% 85% 76% 2012 2013 2014 2015 2016 2017 2018 2019 2020 Satisfaction by all residents (2019-20) Satisfaction by tenants (2020-21) Satisfaction by leaseholders (2020-21) Newham Survey not carried out in 2020, so only satisfaction data from tenants & leaseholders from Housing Survey
- 10. Areas of satisfaction & concern for both the local area and the council at the start of 2020
- 11. Perceptions of many services have improved % change from 2018 +12* +5* - +3* +1 +3 +3* +15* +14* +16* +12* 65% 89% 48% 83% 2018-19 2020-21 % Responses to Stage 1 Complaints within set timescales % Responses to Members within set timescales
- 12. Prioritising what areas tenants want improved Slide 12 Importance of aspect of service (%) Need to improve aspect of service (%) 0% 10% 20% 30% 40% 50% 60% 70% 0% 10% 20% 30% 40% 50% 60% 70% 80% Taking views into account Value for money for rent Neighbourhood as a place to live Dealing with anti- social behaviour Keeping tenants informed Repairs and maintenance Overall quality of the home Average
- 13. Prioritising what areas leaseholders want improved Slide 13 Need to improve aspect of service (%) 0% 10% 20% 30% 40% 50% 60% 70% 0% 10% 20% 30% 40% 50% 60% 70% 80% Taking leaseholder’s views into account Neighbourhood as a place to live Repairs and maintenance (of communal areas) Value for money for service charge Importance of aspect of service (%) Average Keeping leaseholder’s informed Dealing with anti-social behaviour
- 14. 3. Cohesion & participation Engagement between residents & the council Democratic & civic participation Social connections & peer to peer support Insights on racism, inequality & disproportionality We outline what residents most want improved in terms of engagement and what issues they’d most like to get involved in, as well how our residents’ ability to count on each other has evolved, with a particular focus on inclusion & cohesion
- 15. Insights on what residents want the council to priorities for better engagement
- 16. Issues residents most want to develop projects in their communities in 2021
- 17. Insights on residents experiences of racism, inequality & disproportionality
- 18. Strength of residents’ social connections and peer to peer support Majority of people accessed the food service for support during the pandemic
- 19. Activities taken up by people using social care & health services during the pandemic
- 20. 5. Sources of Insight
Editor's Notes
- Q9. Which three of these are you personally most concerned about in your local area?
- NQ44. The council is thinking about a number of ways to strengthen the local economy. Looking at this list, which do you think should be the council's top 3 priorities?
- The top voted priorities for the whole borough were Environment, Community Safety, Green spaces and Parks, Inclusive and Improved indoor and outdoor spaces and Sustainable Development, Nature and Biodiversity. Phase 1 started place in April, with a focus on local priority ideas. These ideas were submitted onto the Co-create platform during the first assembly events as well as at any time up to the deadline of 3rd May. Phase 2, over 1,000 residents voted on their top 3 priorities, announced on May 25th and a call out for project applications opened. Phase 3 Working Groups are now shortlisting and assessing approximately 200 proposals. Phase 1: Over 1,100 participants took part in the 16 Community Assemblies held across April, approximately 27% were new participants who attended a Community Assembly for the first time The number of users signed up to the platform since March increased by approximately 600 giving a total of 1,499 registered users During phase 1 of engagement, over 1,100 submissions of priority topics were submitted on the platform across the eight neighbourhoods The top 5 emerging themes on the platform were around: Public spaces and buildings, Health and welfare, Community development, Social inclusion, Safety The Community Assemblies process has a lot of elements to it that has stretched the functionality of the online engagement tool, however the developers are working with the council to upgrade and develop their platform to meet Newham's needs. Over 100 residents applied to be part of the Working Group process. Currently 188 residents, council officers, Cllrs and stakeholders form the eight Community Assembly Working Groups for this cycle. 24 active Cllrs are involved in the Working Group. The Working Groups have been involved with shortlisting of priorities and screening / scoring stage 1 and 2 project applications to put projects forward to the voting round. The group will is responsible for monitoring the delivery of community projects from August 2021. “It is good to see the council and residents having conversations and working together on this platform, to improve areas of Newham”. "The event was an eye opener it terms of Council's objectives to engage with and involve local communities to help shape and develop vital services and initiatives” “It's good to see neighbours and hear as well as share views, so often we mix with the same circles or see the same views on social media. The assemblies bring the community together” “The Community Assemblies are such a great idea. It was really good that so many people took part which can only mean that we are all very keen to be involved in positive change for where we live!” Phase 2: The top voted priorities for the whole borough were Environment, Community Safety, Green spaces and Parks, Inclusive and Improved indoor and outdoor spaces and Sustainable Development, Nature and Biodiversity. Phase 3: Where we are now Working groups are currently reviewing and scoring applications and will also be developing some project proposals. 2,249 users now registered on Newham co-create (66% increase since phase 1). 206 project ideas and 376 comments received on co-create platform. 193 stage 1 application of project proposals received. 150 applications are anticipated to progress onto stage 2. Service improvements are being filtered out and passed onto the appropriate service areas. Next steps Phase 3 Working Groups continue to score Stage 2 applications Phase 4 Second round of Community Assembly meetings from 5 to 15 July Phase 5 Local people to vote on projects for up to £100K from 16 to 26 July Phase 6 Delivery of projects commences August 2021 Autumn Community assembly progress report to be presented at Cabinet in October 2021 The next round of Community Assemblies will be held across the first two weeks of July on Zoom and will be an opportunity for local residents to hear about projects that will be going forward to the participatory budgeting phase and to also learn about how to vote for the projects online.
- Community cohesion, people are coming out of isolation but communities need support to come back even stronger There is a chance we may not be able to cope in the future Recovery: How do we help ensure all communities in Newham recover from the impact of the pandemic? (Time to Talk) Feeling tired, lost a lot of people, George Floyd’s murder has increased the speed of outlining racism Mental health has been affected due to loss of family and loved one, it's important to address and provide support Isolation that people have experienced have been amplified by the use of technology. Those who don’t have technology may not recover quickly. How can we help those who don't have appropriate support Elderly family members have shown resilience, despite being left alone. The impact has been significant and more vulnerable people may be left along for longer Working with the NHS to support people in the community and what the model should be for that and finding ways to understand residents better The impact on children with COVID-19, it has affected their health Specific services for the community are important Finance will be a key issue for many residents Huge impact on the education system and the children. Resilience in the community, although people have been lost, should be continued The issue of resourcing is important, there is a lot to do, in regards to furlough, job loss, PTSD, there needs to be clear policy to understand what is the key to solve this problem People have looked inward to find solutions but we need resources to support people. There isn't just one cure for all • Arts have a valuable role in mirroring our feelings and giving people support so that they can feel better and move forward People are concerned with mixing in larger groups, we need to find ways of engaging people into soft leisure, getting people confident to move forward and uplift the community Helping people emotionally, physical support is very important Depending on what is in our power to help people, creating opportunities for those to have a proper living wage job, doing things to create policies, having a dialogue to understand what will help people with finding jobs
- Tenants in 2021 living in Beckton (90%) and Canning Town and Custom House (81%) are significantly more likely to be satisfied with their neighbourhood as a place to live than overall, whereas tenants living in Manor Park (65%) are significantly less likely to express satisfaction. Q7. Overall, how satisfied or dissatisfied are you with your local area as a place to live? Satisfaction with how the council runs things remains high at 78%. More residents feel that the council provides value for money (76%) and perceptions of many of the services provided have improved. In particular, residents are more likely to have a positive view of the cleanliness of the local area: fewer feel dropped litter is a problem and there is a more positive view of the street cleaning service than last year. Views of parks and open spaces have also improved significantly: more residents than in 2018 and 2017 give a positive view of the overall quality, cleanliness, security and play areas. Significantly more residents feel that LBN keeps them well informed (across a range of measures) and more feel that the council involves residents and is responsive. Newham Residents Survey, October 2019-January 2020, Newham Council Priority 1: Making Newham the Best Place for Children and Families Priority 2: Building communities Priority 3: A strong and inclusive economy Priority 4: An environment for all Priority 5: Improving the quality of life Priority 6: An effective and innovative council
- Agreement that the council provides value for money is the biggest driver of overall satisfaction with how the council runs things Feeling that the council is efficient and well run, and trusting people in the neighbourhood, are both associated with higher levels of trust in the council Long term trends show that residents are increasingly finding the council is making the local area a better place to live Long term trends also indicate people feel the council is efficient and well run, provides good value for money and listens to the concerns of residents and responds quickly, and that is better involving them in decision making Users of services tend to be more satisfied compared with the overall population Views of the local health service and adult social services are generally good and have improved Crime and ASB remains residents’ biggest local concern, and more residents are worried about falling victim to crime compared to 2018. There has also been a decline in the proportion who feel safe when outdoors in the area. While most residents have somebody to rely on, nearly a third (31%) do not. While certain measures of community cohesion have remained strong (or improved), this year fewer residents feel that the local area is a place where people from different backgrounds get on well together; however the result is very similar to 2016. More residents report that the council is hard to get through to on the phone than in 2018. Newham Residents Survey, October 2019-January 2020, Newham Council Priority 1: Making Newham the Best Place for Children and Families Priority 2: Building communities Priority 3: A strong and inclusive economy Priority 4: An environment for all Priority 5: Improving the quality of life Priority 6: An effective and innovative council
- Q47. What is your opinion of...?
- Repairs is a tenant priority and a key driver of satisfaction, with satisfaction declining by 7%, but in context of Covid where only emergency repairs carried out Key areas where satisfaction has particularly declined are the way their landlord deals with complaints (49%), general condition of the property (60%) and the proportion of tenants satisfied their views are being taken into account (56%) have fallen significantly by 16, 13 and 10% this survey was carried out at the end of 2020 and beginning of 2021, in the midst of the pandemic, at a time when services were restricted and we were only able to focus on managing core services. This year, alongside managing core services we have a new Resident Involvement Team in place, have adjusted our KPIs, are focussing on satisfaction and customer service, and have introduced transactional surveys. Whilst it’s clear that towards the end of lockdown satisfaction was hampered, data from our transactional surveys shows that satisfaction and service delivery improved at the start of 2021. Repairs is a tenant priority and a key driver of satisfaction. Tenant satisfaction with how their landlord deals with repairs and maintenance (56%) declined significantly by 7 percentage points since 2019 (63% in 2019) to the lowest level in recent years. The main reason for dissatisfaction was ‘nothing happening/no response to the problem’. This is in the context of the COVID-19 pandemic where only emergency and essential repairs were carried out April to September 2020. Satisfaction with services provided by their landlord has seen a general decline in 2020. In particular, satisfaction with the way their landlord deals with complaints (49%) and satisfaction with support provided to vulnerable tenants (61%) have fallen significantly by 16 and 5 percentage points respectively since 2019. Three fifths (60%) expressed satisfaction with the general condition of their property which is significantly lower by 13 percentage points when compared with last year (73% in 2019). The proportion of tenants satisfied that their views are being taken into account also decreased to 56% (a significant decrease of 10 percentage points) – the lowest level in recent years.
- Repairs and maintenance remains an important service for leaseholders but is replaced by value for money for service charge as the most important. Key areas where satisfaction has particularly declined are the proportion who think their landlord provides poor value for money (62% and +27%), who feel services have got worse (38% and +22%) proportion who are satisfied with the condition of the exterior of their building (50% and -18%), and satisfaction with the way the landlord deals with repairs and maintenance in communal areas (36% and -16%) Around half (47%) of leaseholders are satisfied with the way their landlord communicates with them. The proportion of leaseholders who feel services have stayed the same (55%) over the last 12 months reduced by 25 percentage points since 2019 (80% in 2019). The proportion who feel services have got better (7%) and worse (38%) have both risen significantly, by 3 and 22 percentage points respectively. Repairs and maintenance remains an important service for leaseholders but is replaced by value for money for service charge as the most important. Satisfaction with the way the landlord deals with repairs and maintenance in communal areas decreased significantly by 16 percentage points since 2019 to 37%. This is in the context of the COVID-19 pandemic where only compliance and building safety work were carried out in communal areas. More leaseholders think the service charge provides poor value for money (62%) than good value for money (23%). The proportion who think the service charge provides poor value for money has increased significantly by 27 points when compared with the 2019 survey (35% in 2019). The proportion of leaseholders who are satisfied with the condition of the exterior of their building (50%) has declined significantly by 18 percentage points and is comparable with the 2016 figure. 47% of leaseholders are satisfied with the overall condition of the communal areas in their building.
- From Democracy Commission, 2020 To inform the recommendations for the Democracy Commission, residents were engaged on the following topics: Involving residents in local decision making: Residents wanted the council and councillors being more visible, getting out and listening to residents and to involve them more in decisions and in developing services, communicate in a more transparent way and enable better feedback and accountability Using digital tools for local democracy: Council should better use digital tools to communicate and share information and promotion and outreach, give local people ways of speaking up online, and tackle barriers to digital exclusion Working in partnership with residents: The most important areas that residents thought the council should work with them on were public spaces, youth services, community safety, housing & homelessness, environment & climate change, planning & regeneration, traffic & parking and local businesses. They wanted greater co-production and empowering bottom up action Giving equal voice to all: Residents wanted improvements in reporting issues, accessing services and even making routine contact with the Council and for the Council, and in particular getting feedback from the Council, and issue such as not just listening to the loudest voices, tackling language & disability barriers to getting involved, using a range of formats to engage, reaching out through networks Supporting communities: supporting what community members are already doing, listening more to residents and providing education & training on local democracy & participation, raise the profile of councillors and supporting community centres & activities Choosing the best structures for local decision making: Improved transparency & scrutiny
- Phase 1 started place in April, with a focus on local priority ideas. These ideas were submitted onto the Co-create platform during the first assembly events as well as at any time up to the deadline of 3rd May. Phase 2, over 1,000 residents voted on their top 3 priorities, announced on May 25th and a call out for project applications opened. Phase 3 Working Groups are now shortlisting and assessing approximately 200 proposals. Phase 1: Over 1,100 participants took part in the 16 Community Assemblies held across April, approximately 27% were new participants who attended a Community Assembly for the first time The number of users signed up to the platform since March increased by approximately 600 giving a total of 1,499 registered users During phase 1 of engagement, over 1,100 submissions of priority topics were submitted on the platform across the eight neighbourhoods The top 5 emerging themes on the platform were around: Public spaces and buildings, Health and welfare, Community development, Social inclusion, Safety The Community Assemblies process has a lot of elements to it that has stretched the functionality of the online engagement tool, however the developers are working with the council to upgrade and develop their platform to meet Newham's needs. Over 100 residents applied to be part of the Working Group process. Currently 188 residents, council officers, Cllrs and stakeholders form the eight Community Assembly Working Groups for this cycle. 24 active Cllrs are involved in the Working Group. The Working Groups have been involved with shortlisting of priorities and screening / scoring stage 1 and 2 project applications to put projects forward to the voting round. The group will is responsible for monitoring the delivery of community projects from August 2021. “It is good to see the council and residents having conversations and working together on this platform, to improve areas of Newham”. "The event was an eye opener it terms of Council's objectives to engage with and involve local communities to help shape and develop vital services and initiatives” “It's good to see neighbours and hear as well as share views, so often we mix with the same circles or see the same views on social media. The assemblies bring the community together” “The Community Assemblies are such a great idea. It was really good that so many people took part which can only mean that we are all very keen to be involved in positive change for where we live!” Phase 2: The top voted priorities for the whole borough were Environment, Community Safety, Green spaces and Parks, Inclusive and Improved indoor and outdoor spaces and Sustainable Development, Nature and Biodiversity. Phase 3: Where we are now Working groups are currently reviewing and scoring applications and will also be developing some project proposals. 2,249 users now registered on Newham co-create (66% increase since phase 1). 206 project ideas and 376 comments received on co-create platform. 193 stage 1 application of project proposals received. 150 applications are anticipated to progress onto stage 2. Service improvements are being filtered out and passed onto the appropriate service areas. Next steps Phase 3 Working Groups continue to score Stage 2 applications Phase 4 Second round of Community Assembly meetings from 5 to 15 July Phase 5 Local people to vote on projects for up to £100K from 16 to 26 July Phase 6 Delivery of projects commences August 2021 Autumn Community assembly progress report to be presented at Cabinet in October 2021 The next round of Community Assemblies will be held across the first two weeks of July on Zoom and will be an opportunity for local residents to hear about projects that will be going forward to the participatory budgeting phase and to also learn about how to vote for the projects online.
- Q56. From which, if any, of the following sources of information do you currently find out about what Newham Council is doing? "Treat others how we would like to be treated". Life is too short and precious to waste even a second of it hurting others, whether through words or actions. “I feel very comfortable challenging inequality, racism and disproportionality in my friendship groups, but not in all of my networks. I feel very uncomfortable about challenging these issues if I am the only person of colour in a given space, especially as a woman of colour.”
- NQ17. Do you have a spouse, partner, family member or friend to rely on if you have a serious problem? Q12. How often do you meet socially with friends, relatives or work colleagues? The likelihood of socialising each week is linked to disability and age
- NQ17. Do you have a spouse, partner, family member or friend to rely on if you have a serious problem? Q12. How often do you meet socially with friends, relatives or work colleagues? The likelihood of socialising each week is linked to disability and age