Agenda item

Report of the Leader, Councillor Rowena Hay

Introducing the report, the Leader said resident surveys have been undertaken in 2019, 2022, and 2025, with the results of this year’s survey now collated and presented to Members for noting and information.  She made the following points:

-       the surveys help measure how residents feel about Cheltenham and CBC services, and this year’s is particularly well timed, coinciding with local government reorganisation, to provide information about how people identify with the town and which services are most valued;

-       there is continued dissatisfaction with roads and pavements, and the findings will be shared with the new administration at the county, which will hopefully make improvements to benefit Cheltenham residents;

-       we have been through torrid times since the last survey, with covid, the cost of living crisis, inflation and massive increase in energy bills presenting a huge financial challenge and requiring the council  to deliver millions of pounds’ worth of savings to protect our services.  The fact that overall satisfaction levels this year are consistent with those of  2019 is something of which we can be proud, although there is always room for improvement;

-       many people responded to the survey on line, but to ensure qualitative data, a specific number of phone calls to residents were also made, to provide a proper cross section of all residents from the age of 16 to pensioners.

There may not be another survey before 2028 but we will look at what residents are telling us and fight to protect and enhance the local services they rely on. 

In response to Members’ questions, the Leader confirmed that:

-       where north, south, east and west Cheltenham is referred to, she was unable to say specifically which wards fall in these areas.  The survey was carried out by Enventure Research Ltd, and they can provide that information;

-       relevant results of the survey will be shared with Gloucestershire County Council – in particular residents’ concerns about roads and potholes, and the closure of the Swindon Road HRC – and she welcomed to opportunity to work together with the county to resolve the issues.

In debate, Members made the following points:

-       it is interesting to note that over 80% of Cheltenham residents think it is important to be represented by a local council and councillors;

-       another interesting point to note is that residents don’t feel they have enough choice of retail options in the town centre – this view is particularly prevalent with young people – and highlights the need to focus on attracting more affordable retailers to the town; 

-       although we all know we are lucky to live in Cheltenham, and the survey reinforces this, there are still challenges and it is important not to be complacent.  We must  continue to engage with residents, knock on doors, distribute leaflets, and make sure people know who we are and how to get in touch;

-       it is great to read in the survey that young people now think that Cheltenham is offering greater career opportunities, after so many years when a lot of young people left the town to pursue careers elsewhere.  Now Golden Valley, cyber security and more are generating and driving good, quality jobs for Cheltenham people and will do for years to come – this is a fantastic bonus;

-       the concerns about the loss of Swindon Road HRC are understandable, but some very positive discussions have taken place with the new Liberal Democrat administration at Shire Hall, with Cabinet Members agreeing that Cheltenham needs its own household recycling centre – it is the only urban centre in the county without one – and resolved to fight tooth and nail for this;

-       another interesting point is that with the sale of the Municipal Offices imminent, people still want a council presence in the town and it is important that this is maintained;

-       there are allusions to the town going downhill in some areas, with particular reference to litter and graffiti.  This is the bane of all our lives and has a depressing impact; Cheltenham BID has done a good job cleaning up graffiti in the town centre, but we need to do more to catch and prosecute the perpetrators.  It is great that Cheltenham has 16 litter-picking groups, and the council will continue to work with them;

-       career opportunities in Cheltenham have increased greatly in the last few years, encouraging people who live or come here to study to stay on;

-       it is good to note that people are proud to say they are from Cheltenham.

The Leader thanked Members for their comments, and following on from the last point and in the context of the upcoming item on local government reorganisation, she said it is all about place, where the heart is.  People identify with Cheltenham and value the places and spaces where they live.  She said no-one knows Cheltenham as well as its residents and Members do.

RESOLVED THAT:

1.    the 2025 Resident Survey results and the insights they provide for future service delivery are acknowledged;   

2.    the results will be used to inform future delivery of council services;

3.    the results will be communicated to the council’s partners with lead responsibilities for areas where further improvement has been identified;

4.    the survey will be repeated in three years’ time.

34 in support - unanimous