More than 600 local people take part in annual satisfaction survey

  • Randomised sample achieved over 10% response rate – higher than 2016 by 170  
  • Satisfaction with Council services is on the up, but we are not complacent and improvement still needed
  • 75% of Thanet residents like living in their local neighbourhood
  • Value for money score improves by 28%
  • New ‘You Said, We Did’ approach planned in response to call for more listening

Thanet District Council today announced the results of its refreshed Annual Residents’ Survey and, according to the poll, things are improving.

The majority of Thanet residents surveyed are happy with the area they live in, with three-quarters (75%) stating that they like their local neighbourhood. There was also acknowledgment of the work the Council is doing to raise the profile of Thanet as a visitor destination, with over half (51%) of residents agreeing that this is the case.

Meanwhile, seven out of 10 residents polled (69%) are pleased with the way the council maintains the seafront and promenades. Beach cleaning also got the thumbs up from two thirds (66%) of residents.

Almost 70% of residents are satisfied with their household black bin collections, up from less than half (49%) in 2016 and 58% are satisfied with their recycling collection.

For 80% of the services asked about in the survey, levels of satisfaction outweighed levels of dissatisfaction. While this reflects the fact that residents have seen some progress, the results reveal that there is still more to be done.

Keeping the streets clean is number one on the list of things that Thanet residents want to see the council improve. Almost half (47%) put it as a top priority. The economy was next with job prospects (34%) and thriving towns (34%) also making it into the top three areas where council performance must get even better.

Cllr Chris Wells, Leader of Thanet District Council, commented:

 “The Annual Residents’ Survey is an important opportunity for us to hear directly from our residents. What is really encouraging to note is that in key areas, the hard work we have put in over the past year in addressing some issues is being noticed and appreciated.

“As ever, there are still improvements to be made, and we continue to focus on improving the work we do, but also ensuring our residents are fully informed about what we’re up to.”

This year, the survey was conducted online and open to a randomly selected representative sample of 6,000 residents who were asked 20 questions on topics ranging from satisfaction with Council services to whether the Council Tax paid offers value for money. With just 14p from every one pound of Council Tax received going to Thanet District Council 43% of respondents agreed they receive value for money - up 28 percentage points on last year.

However, half (52%) of local residents don’t feel that the Council listens to their concerns. When asked for their thoughts on whether residents were involved in Council decision making, more than a third of respondents (42%) disagreed.

Over the course of the next 12 months, in response to these results the council is adopting a ‘You said, We did’ approach and will be reporting back to residents on things they want to see. The five initial focus areas and planned actions are:

  • Clean streets > share impact data and highlight successful enforcement
  • Listening to residents’ concerns > launch residents’ focus group with respondents
  • Improved online access > redesign the website making information easier to find and improving the customer experience
  • Clarity on Council Tax > educate on how receipts of 14p per pound are used
  • Represent younger residents (18-34) > inclusion of social media access to survey


Notes to editors

  • Online survey was open from 13 September - 2 October 2017.
  • Participation by ‘postcard invitation’ only.
  • 6,000 postcards sent to randomly selected residents, drawn from the Council Tax address file.
  • Postcards stated a unique identity number for residents to complete the survey online.

Results were analysed by independent market research agency JB Market Research. To read the report in full, go to

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