Residents rate Council in 2021 Annual Community Survey

Published on 30 April 2021


The results of the annual community survey have been released and are available on our website. 

The Annual Community Survey, which is designed to measure community satisfaction with a range of Council services, facilities and activities, was conducted in February by Metropolis Research.

 Due to COVID-19 restrictions, the survey was conducted by telephone with 500 randomly selected residents instead of the traditional face-to-face interviews. 

The challenges of COVID-19 have been reflected in the survey results, with the overall satisfaction with Council performance dropping slightly by 1.5 per cent compared to last year’s result. 

However, Council’s overall performance remains higher than the long-term average since the first survey was conducted in 2011. 

Mayor Peter Perkins said the results of the survey were an important tool to help Council to identify what services were working well and areas that need attention. 

“There are definitely improvements we can make and we will now be working hard to address those issues identified by our community,” Cr Perkins said. 

“I thank the residents who took the time to participate in this survey and provide this critical feedback.” 

The top issues for residents were traffic management, roads maintenance and repairs, bushfire management and prevention, building, planning and development and rates. 

The importance of all Council services and facilities increased, however satisfaction decreased. 

The services residents were most satisfied with were libraries, children’s services and green waste collection. 

The excellent result for the green waste service follows Council’s roll-out of a larger weekly green waste bin for residents in July last year. 

Our libraries continued to operate during the COVID restrictions with a click and collect service while our Maternal and Child Health nurses continued critical consultations with infants and young children. 

Planning services, which went completely online in 2020, also received its best results and first increase in resident satisfaction in three years. 

Our customer service continues to rate higher than the Melbourne metro average, however there was a decrease in satisfaction in this survey. 

Residents were also asked how their household were coping with the impacts of COVID-19 in relation to their financial, physical and mental health and wellbeing. 

On average, residents felt they were coping relatively strongly, rating their financial wellbeing slightly higher than their physical wellbeing followed by their mental health and wellbeing. 

The complete results of the 2021 Annual Community Survey can be found here.