Ratepayer and Residents Satisfaction Survey 2018/2019

Satisfaction survey

Each year Council surveys residents and ratepayers to find out your views on our services and on key issues affecting our community. Responses can be anonymous and the results are used to help us improve the way we work. 

Telling us what you think, what changes you'd like to see and where you'd like us to improve helps us work better for you and with you.

Surveys can be returned up till 21 January 2019.

Take the survey now!


Improvements to the survey this year

This year, we've done our best to send a copy of the survey to every property owner and every tenant. It's also available online, and promoted through Facebook and the radio

We’ve changed the timing this year so that we'll get the results in February 2019 - this is important because:

  • we're getting the information from people over summer, when more of the people who pay rates are here and more of councils services are under peak pressure - we expect this to give us a much better idea of where our issues are than a survey at other times of the year
  • the results will come in when Council is developing it's draft annual plan - this means we can use them to understand what our community thinks as we make decisions about the future.

In the last 18 months we have also improved the quality of the survey and the way we analyse the results to make sure it's more helpful for Council and more accessible to our community. 


 What last year showed us and what we've done since

Overall 42% of ratepayers were satisfied with us. That's lower than we'd like but pretty similar to other small NZ councils. The NZ average is 46%.

Satisfaction with our roads, sewerage, water quality, footpaths and libraries improved compared to 2017. Although satisfaction with roads (rural and urban) has improved over post-quake levels, it remains low. We're confident that the work we've been doing with our new roading contractors should help bring this up over the next few years. Satisfaction with water quality improved 27% on post-earthquake levels, bringing it back in line with pre-earthquake levels. A big thank you to all our residents for their patience and to all our staff and contractors for their hard work improving and restoring our water systems.

Improving our services is a long term project. We have to take the time to work out what our community believes needs improvement, understand what improvements are possible, what the associated costs are and where the money can come from. This sometimes means that we can't make progress as quickly as we'd like to or that the improvements the community asks for can't be done without raising rates or finding additional revenue. 

Below is a list of some of the key findings from last year and some of the related work we've done since then.  

You can also read last years results in full here 

  1. 64% of respondents indicated their property still needed rebuild/repair work, of those 40% need to move out to complete it.
    1. Council has hired a DIA funded rebuild navigator to help property owners with their rebuilds.  
    2. Council has made it possible for people to apply for building consents online 
    3. Council is continuing to work with Housing NZ and other government agencies to advocate for more housing support for Kaikoura
  2. Council’s Complaints/requests for service response process was identified as the service that, if improved, would have the largest impact of overall satisfaction.
    1. Council has assessed the process and identified where and how we can improve.
    2. Work is now underway to improve internal processes, reporting and training if/where needed. We hope to begin making big improvements in mid-2019
  3. Satisfaction with resource recovery, cycleways, stormwater, sportsfields streetlights and toilets all showed decreases
    1. Council has invested in improvements to the West End toilet block and has installed a new toilet block at Jimmy Armers
    2. Council is continuing to work with the NCTIR team and local iwi to find a solution for the proposed cycleway. In addition, to improve the safety, amenity and general condition of our cycleways and walkways council intends to spend $175,000 on our existing cycleways and walkways between 2018 and 2021.
    3. Council has purchased and begun implementing a new asset management system that will help us better manage assets like our stormwater and streetlights.
    4. The resource recovery centre (Innovative Waste) is currently getting a facelift to improve health and safety and make it easier for thepublic to use it.
  4. Only 28% of respondents know what Earthcheck is and only 39% believe we’re doing enough to be sustainable.
    1. Council is restarting it's significant natural areas programme to help improve biodiversity
    2. Council has continued to support the work of the Water Zone Comittee and local environmental groups.
    3. Work has been underway for the last few months with Earthcheck to explore options for how Council can better promote/support the scheme. 
    4. This years survey includes questions about rubbish and recycling to help us understand how people feel about us making changes to the way we handle our rubbish and recycling. 

Read more about our annual survey 

22 November 2018