To capture residents' views on issues related to service delivery.
To work with residents to assess whether there is a mismatch between perception and actual service delivery and what might be the reasons for this.
To work with residents to explore the extent to which they feel able to influence service delivery.
To work with residents to identify and put in place a process to maintain involvement and interaction with service providers.

University of Brighton input:

Running up to two focus groups in each of Moulsecoomb, Whitehawk and Woodingdean.  Feeding back results to local forums.  Identifying small group of residents who are interested in continuing to develop the work of this project.

Serendipity took responsibility for recruiting a cross section of residents, corresponding to demographic make up of the area.  Based on demographic data (BHLISS: http://www.bhlis.org/ - East Brighton Ward) it was suggested we aim for a group of 10 people as follows:

Approx 50% male, 50% female
Approx  2 participants aged under 16
Approx1 of retirement age or over (Male 65, Female 60)
Approx 7 of  working age (16+ to retirement age)
Ethnicity - white british / other white vast majority.*

*Feedback indicated that the ethnic make up of the area had changed since the 2001 census.  Based on more recent data from the Bristol Estate, an estimate of approximately 15% BME agreed.

In general terms we sought people who do not have a history of involvement or participation in relation to service provision.




Focus group ran on 24th August at Robert Lodge
(see attached topic guide used for discussion)

Those attending:
(nb:  Residents were asked to select from:
•    Employed (f/t p/t)
•    Seeking employment
•    Other (eg carer, disability)
3 males working age (one with disability, one seeking work, one employed)
5 females working age (one with disability, two full time employed, one seeking work, one 'other' - widow)
(lived in area from between 5  and 61 years)

Themes that emerged:


Environment
Work of wardens appreciated.  Wardens attend various tenants/resident meetings.  Examples given from two areas centred on the provision of recycling bins.  Another example was wardens attending an address following a request to the Housing Department and problem of rubbish addressed quickly with on-going communication.  Residents acknowledged the work of both wardens and Association Chairs in actioning change.   The approach taken by wardens welcomed, in that they attend most meetings, talk to people in the street "have time for you any time, both of them".

One resident (owner occupier) didn't know that there were wardens.

In relation to addressing issues in other ways, the length of time it takes for action to be taken causes frustration and, in some cases, leads residents to thinking there is no point in getting involved in groups.  An example was given of the need for a public light to be replaced for safety reasons.  This was raised through the TA to the Councillors that attend.  They describe the Councillors saying they'll pass it on but then reporting at the next meeting (3 months later or so) that they hadn't heard anything back and that now there is no more funding "so it's finished"
"we've had a light that's been out for over a year, I've been trying to sort the thing but it has just fallen flat"

"I think you've hit a point as well, when you get back to them and they say well the funding's gone, that is a real excuse all the time, the funding's not there for that this year - why? Why hasn't it been dealt with earlier?"

Frustration was expressed in relation to service providers not attending the annual TA event.  Cityclean cited as particularly bad at agreeing to attend but then not turning up.


Community Safety
All residents agreed that there is a need for local, easily and quickly accessible police in the area (to respond quickly ).  One example was given of wanting Police to challenge loan sharks as they target homes in the area.  Another example of street drinkers was given.  Sanctions for street drinking (and associated antisocial behaviour such as urinating in public places) not enforced.  A resident noted that notices at bus stop banning street drinking have gone and that there is a lack of police in the area to address the problems as they occur.  Resident reported having raised this with the Council and in TA meetings but 'still waiting for come back'.  

Another resident gave an example of phoning the police regarding an incident at the Crew Club involving motor cyclists putting young people at risk
.  "Three hours I think it took them to reply and two days later asked did I know who it was?".

Linked to this issue, he explained that the Crew Club had asked for fencing around the football pitches to stop the problem but this hasn't materialised.  He commented that in an instance like this, various organisations should come together to address the problem (mentioned Police, Council and Eb4U trust).

Participants stated that they used to 'know our bobbies by name' 5 or 6 years ago.  
"We'd like them to say this is who we are and if you need to contact us this is how".
 However, another resident noted that the local newsletter has PCSO's names and a telephone number though he noted that when he rang on one occasion he was told to ring 999.  One resident acknowledged that Police used to be based at the Eb4U office but that they have now gone to Hollingbury to which other residents said they thought they were back on the estate "up at the Mews office at the top".  The issue appears to be that not everybody has a clear understanding of policing in the area.  The Chair of one of the TA's said the Police used to come to meetings
 "but because they don't walk the beat any more, they don't come to the meetings so we don't see a policeman although we've tried, we try to contact them and ask for someone to attend, they say we'll see what we can do".    

Health
The majority of participants felt strongly about the relocation of health services.  A key concern expressed was in relation to access to the new health centre which involves the use of steep paths which they feel are inappropriate and dangerous.   This emerged as a key issue for the majority of residents.

In addition, the closure of a chemist at the bottom of the estate, relocated to the Health Centre in the centre, caused concern and frustration.


Housing
Concern was raised regarding the use of standardised processes and procedures.  The use of standard letters and the lack of a personalised approach has caused distress.  An example was given of receipt of a formal letter regarding the condition of her house and garden.  This was received following the death of her husband which she found difficult.  Attempts to contact the Housing Department to speak to someone about the situation were not straightforward, she was told she couldn't speak to the Manager but would have to make an appointment.  The appointment was then cancelled by phone.  She expressed her dissatisfaction and frustration to the person who had called her and
 "within half an hour somebody phoned up and apologised, that's the first time EVER they've done that".
 The feeling described is that the service are not interested.  A second participant noted:
"it does feel that there's a major problem with their letter writing skills, they've got a few basic letters and that's what they send out, they don't look at the individual circumstances".
 She also gave an example of her experience around a very unusual late rent payment resulting in a threatening letter
 "all they've got to do is look at my pattern of payment and just say, oh it looks like you've missed one".

A lack of communication by staff carrying out work in council homes was noted.  One resident stated that she is liaising with the housing department, outlining the problems with the way in which work is carried out with a view to improving the service.  She explained that she'd first contacted the housing department who then passed it to Mears who manage the contractors.
  "I think I was banging my head against a brick wall with the guy that I was trying to talk to, I said I'm not complaining because I know you can't do this kind of job without there being some mess but what I am saying is that it doesn't have to be as hard as it was in my experience, that there were so many things you could have done to make it easier".
 She explained that was in an e-mail to housing and Mears.  She said that when somebody came for an inspection she raised the issues again to try to help them understand it from her perspective.  She has also passed the issue on to her TA.

Frustration was expressed in relation to the Housing Department's response to issues raised, particularly the need for residents to identify those causing a nuisance by name and being asked to keep a diary.  They feel there is not enough understanding of the fear of reprisal.

One resident commented on the lack of enforcement of sanctions (where tenants booklets describe what would happen in certain circumstances but action is not taken).


Planning/licensing
There was much discussion about the number of outlets selling alcohol in the neighbourhood and residents questioned why repeated businesses are granted licenses in the are

Community
Respondents generally agreed that Whitehawk is a good neighbourhood to live in, with high levels of co-operation.   The concensus was that a 'handful' of people cause many problems such as litter and anti-social behaviour.

Difference in opinion regarding closure of pub (now WI).  Some felt closure has resulted in more street drinking.

Access to local services
One respondent who works full time commented on the importance of services run by Whitehawk Inn.  Through taking an evening class she went on to become involved in their committee.
  "This year I feel I've come in leaps and bounds but that's all connected to the Whitehawk Inn.  It was crucial for me because I'd lived here for a long time and not really met anybody or joined in anything but since I've done that, I've got involved in such a lot of stuff"
All participants felt strongly that the location of WI actually in the community is very important.  Reasons given included ease of access in bad weather, no travel costs and the opportunity to meet other people in the neighbourhood, especially for those who work full time.

The whole group agreed that the Crew Club is an important facility in Whitehawk and concern was expressed about the negative impact on the area that lack of funding will have.  Police report to Crew Club that nuisance crime has reduced substantially.  However, participants report that the reduction in funding and resulting reduction in opening hours is already having an impact in increased nuisance from young people.  
"The kids are starting to hand around yet again, causing trouble"
"There was a new flower planter outside Amberley Lodge, cleared out, new plants in it, every day they're being pulled out, we've seen some of them doing it"

The work of a Councillor in lobbying in support of the club was recognised.





Community involvement / Taking action

Newsletter - residents who have links with TA's knew more about the newsletter than other residents.  Two residents didn't recall ever having received a newsletter.

One resident who is an owner occupier, was unaware of the existence of a Tenants and Residents association.  She was given contact details by other resident and intends joining and becoming active.

A number of the participants knew about the Crime Prevention Forum but one expressed dissatisfaction with the process:  
"you give them the names, they give it to the Police and it will be dealt with but a lot of the time it isn't"
Asked about the effect that experiences of lack of action in response to issues raised by service providers has,  resident commented:
"you don't think it's worth going down that road any more, if it's not being done after a year …"
Three residents commented that whilst many residents complain about services only a few people actually make the effort to attend Tenant and Resident association meetings.

A resident who works full-time commented that she couldn't attend certain meetings such as one around health and one on crime reduction because they were held during the day.

TA's seem to have varying relationships with service providers, and different experiences of their attendance at meetings.  There was a suggestion of TA's liaising, compiling issues, and then having a neighbourhood forum to which senior staff from service providers would be invited rather than each TA operating alone and liaising with staff who may not have the authority to address issues raised.  


Going forward …

Unsurprisingly, this group consultation with a mixed range of participants highlights varying experiences and perceptions of a number of public services, along with varying knowledge and experiences of expressing views or taking action.  

Serendipity, the Trust for Developing Communities and the University would like to continue working with residents with a view to increasing residents' awareness of local forums etc and creating opportunities for them to increase their knowledge and use of lines of communication.

Advice is sought from forum members about how this might be achieved in Whitehawk and what needs to be put in place to encourage those who attended the focus groups to continue to engage with the project and, hopefully, sustain involvement in the future.

The Reference Group for the Connecting Communities work includes representatives from major service providers.  This group are keen to understand better issues associated with residents' perceptions of services and attempt, where necessary, to improve these.