Barriers

• Once again, lack of knowledge is a barrier for respondents to access services and facilities (63%)
• Travel and suitability of the locations/spaces make services and facilities difficult to access for 20% of respondents
• A further 20% feel that the council does not understand what they need

This chart shows that:
63% of respondents find it difficult to access Portsmouth City council services and facilities because they do not know what services or support is available
20% of respondents find it difficult to access Portsmouth City council services and facilities because the locations or spaces used are inaccessible for them
20% of respondents find it difficult to access Portsmouth City council services and facilities because it is difficult to travel to and from the services they need
20% of respondents find it difficult to access Portsmouth City council services and facilities because the council does not understand what they need
17% of respondents find it difficult to access Portsmouth City council services and facilities because it is unsuitable for their emotional, psychological and mental wellbeing
17% of respondents find it difficult to access Portsmouth City council services and facilities because they do not trust the council
7% of respondents find it difficult to access Portsmouth City council services and facilities because they are not confident online or using a smartphone/computer
7% of respondents find it difficult to access Portsmouth City council services and facilities because English is not their first language so communication is difficult
7% of respondents find it difficult to access Portsmouth City council services and facilities because it is not a good fit for them
3% of respondents find it difficult to access Portsmouth City council services and facilities because of unsuitable opening times
30% of respondents find it difficult to access Portsmouth City council services and facilities because of other reasons

This table shows the other reasons respondents gave as barriers to accessing Portsmouth City Council services and facilities. They are that:
Most services are outsourced to external companies so not directly accountable
Parking costs and lack of a cash option
Poor website user experience and telephone service
Visual impairment makes public transport difficult
Toilets and other areas are poorly lit so feels unsafe
Outdated processes and inefficiencies

“As a visually impaired individual I do not find it easy to get around the city by public transport, or feel safe at bus stops etc. Often our older community and public buildings are not well lit, toilets etc are not well sign posted and staff within them will point to where things are rather than show me, both embarrassing and unhelpful, so this is an issue in both facilities management and staff training.”

How easy is it for you to access services or facilities run by PCC? What are the barriers?

Civic Offices

The physical experience of using the Civic Offices to access services is difficult

• The building itself is off-putting and unwelcoming. Intimidating, authoritarian, noisy environment in the lobby
• The processes are unclear and frustrating for customers

“You take a ticket and then have to wait half an hour just to be told that you can’t access the service face to face, you need to send an email instead”

• It is too public a space to discuss confidential matters such as money or domestic violence without others overhearing
• Staff ask intrusive questions and don’t follow appropriate etiquette with vulnerable customers
• The telephone switchboard is unresponsive and callers feel they get passed round the houses and rarely reach the right person

Specific services/facilities comments

• Parking. People don’t know how to get parking permits or discounted parking permits. Frustration with parking payments always being online. Not accessible for everyone. Parking at John Pounds Centre too complex and inconvenient
• Leisure services. Swimming pools don’t always have facilities for disabled groups to change e.g. where a severely disabled child is too old and the opposite sex of their accompanying carer to be able to go in the same sex changing area as them
• Women’s refuges. Access to women’s refuges is impossible for women suffering domestic violence who have male children over age 11.
• Covenant. Incomplete provision to meet the requirements of the Armed Forces Covenant
• Food banks. There is no centralised information about food banks and their eligibility criteria (not a Portsmouth City Council service but could act as an information provider)

General comments

• Newer communities or individuals don’t know where to go for information on council services. Voluntary organisations are sometimes acting as a go-between to pass on council information
• Some people are isolated through mental health issues or not knowing where to go for support
• No comprehensive resource at PCC listing all mental health services available or services with disabled access/provision
• Flagship magazine doesn’t include continual, ongoing listings about services, only one-off time-specific events
• The website is confusing and search results difficult to use
• Complaints not resolved. No feedback on what is being done or why a problem can/can’t be solved