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Summary

  • The majority of residents either do not contact the council or do so less than once a year (55%)
  • 11% are in contact at least monthly, 12% every few months and 23% at least once or twice a year
  • The top reasons residents are contacting the council are to report something (46%) or seeking information and advice (43%)
  • Consistently residents are most often using the website to contact the council for various services, other than for ‘something else’
  • The phone and email are popular for all services – more so email for reporting something and phone for information and advice
  • Social media is the least used method of contact by residents

How often do you contact the council, either on the phone or in-person, or online via email, social media, or our website?

Weighted base: 2,049

This chart shows that
2% of residents contact the council at least once a week
1% of residents contact the council every two weeks
8% of residents contact the council at least once a month
12% of residents contact the council every few months
8% of residents contact the council every six months
15% of residents contact the council at least once a year
28% of residents contact the council less often
27% of residents contact the council never

What do you tend to contact the council about, or use our website for?

Weighted base: Residents who ever contact the council: 1,496

This chart shows that
46% of residents tend to contact the council to report something
43% of residents tend to contact the council for information and advice
31% of residents tend to contact the council to make a payment
25% of residents tend to contact the council to make an application/ apply for something
8% of residents tend to contact the council for something else

Age

Residents under the age of 45 are most likely to be making payments. Those aged under 35 are getting in contact for information and advice, and those aged 45+ are most likely to be reporting something.

Ethnic group

Those from ethnic minority groups are far more likely to be contacting the council to make payments and for information and advice than those from white ethnic groups.

How do you usually contact the council to…?

Weighted base, residents ever contacting the council: (from top to bottom) 469 | 639 | 373 | 680 | 116

This chart shows that
Residents contacting the council to make a payment usually do it in the following ways: 28% by phone, 15% in person, 28% by email and 68% via the website
Residents contacting the council to for information and advice usually do it in the following ways: 38% by phone, 9% in person, 31% by email, 5% via social media and 56% via the website
Residents contacting the council to make an application/ apply for something usually do it in the following ways: 21% by phone, 11% in person, 35% by email, 1% via social media and 65% via the website
Residents contacting the council to report something usually do it in the following ways: 29% by phone, 1% in person, 46% by email, 3% via social media and 57% via the website
Residents contacting the council to for something else usually do it in the following ways: 40% by phone, 8% in person, 45% by email, 3% via social media and 38% via the website

Summary of ways of contacting the council (combined)

Weighted base, residents ever contacting the council: 1,496

This chart shows that
63% of residents contacting the council do so via the website
38% by phone
37% by email
9% in-person
3% by social media