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Summary

  • The majority of residents do not use the website to contact the council for services because they prefer having contact with a person (59%)
  • Just over a quarter struggle to find what they need on the website (27%)
  • 17% have never thought of contacting the council for services on the website or did not know they could do this
  • When seeking information and advice some residents are struggling to find what they need online, or have never thought of doing it online
  • A lack of awareness about payments being available online is the most popular reason for choosing other routes
  • A quarter of residents wanting to report something and not doing so online have had trouble finding where to go online
  • Those applying for something are most likely to turn to other methods due to not having internet access

Summary of responses to ‘Why don't you use the website to contact the council?'

Weighted base, residents who do not use the website to contact the council: 669

This chart shows that residents don’t use the website to contact the council for the following reasons:
59% prefer having contact with a person
27% can’t find what they need on the website
17% have never thought of doing this on the website
17% didn’t know they could do this on the website
6% don’t have access to the internet
17% said something else

Online access (‘I don’t have access to the internet’)

Those who don’t have access to the internet are most likely to be:

  • Males (11%)
  • Ethnic minority groups (26%)
  • Income of £20k-£39k: (14%)
  • Those living in PO4 (17%)
  • Renters (LA: 10%, Private: 17%)

Why don't you use the website to contact the council for these different reasons?

Weighted base, residents who do not use the website to contact the council: Payments: 152 | Information and advice: 279 | Apply for something: 129 | Reporting something: 295 | Something else: 72

This chart shows that
Of residents not using the website to contact the council for payments, they give the following reasons,
58% prefer having contact with a person
17% can’t find what they need on the website
14% have never thought of doing this on the website
36% didn’t know they could do this on the website
7% don’t have access to the internet
15% said something else
And of residents not using the website to contact the council for information and advice, they give the following reasons,
57% prefer having contact with a person
36% can’t find what they need on the website
26% have never thought of doing this on the website
9% didn’t know they could do this on the website
14% don’t have access to the internet
9% said something else
And of residents not using the website to contact the council to apply for something, they give the following reasons,
41% prefer having contact with a person
20% can’t find what they need on the website
13% have never thought of doing this on the website
13% didn’t know they could do this on the website
30% don’t have access to the internet
17% said something else
And of residents not using the website to contact the council to report something, they give the following reasons,
46% prefer having contact with a person
25% can’t find what they need on the website
10% have never thought of doing this on the website
14% didn’t know they could do this on the website
Less than 1% don’t have access to the internet
16% said something else
And of residents not using the website to contact the council for something else, they give the following reasons,
55% prefer having contact with a person
17% can’t find what they need on the website
4% have never thought of doing this on the website
8% didn’t know they could do this on the website
1% don’t have access to the internet
32% said something else