## Appendix 2

 
Northampton Borough Council Street Care, Environment & Waste Services: 
 Service Standards - 2008 
Results 

1.0 
INTRODUCTION 
 
BACKGROUND 
1.1 
Northampton Borough Council is committed to working with local people to improve the services that it provides and to 
deliver them in the most efficient way. One of the Council's priorities is to improve the interaction with the public and to listen to local people and provide services they need. In that spirit, the Street Care, Environment & Waste Services: Service Standards consultation process for setting the service standards for 2008 has been more wide reaching than in previous 
years. We will learn form our experiences this year and continue to improve our consultation techniques and how we use this information year on year. 
AIMS OF THE EXERCISE 
1.2 
The aim of this consultation exercise is to tell Street Care, Environment and Waste Services what they are doing right and 
where they can improve.  
 
2.0 
METHODOLOGY 
 
2.1 
The methods used to capture views included: 
- A detailed Service Standards document, with a questionnaire attached,  
- Workshops for the original focus groups, such as Citizen's Panel, Tenants, business community, voluntary sector, 
Neighbourhood Partnership 8, Representatives from the Community Forums and the Youth Forum. 
- Key stakeholder and partners - Detailed Service Standards document left in Northampton Borough Council reception areas. 
 
2.2 
There are many methods of conducting research and in this instance, this consultation exercise was conducted using 
sampling methods and therefore the results do not statistically represent the views of the population of Northampton. 
However, given the nature of the Service Standards document and the number of responses, whilst the results may not be 
statistically significant they are indicative of the views of the people and organisations of Northampton and provide a flavour 
of their feelings regarding the proposals. 
WHAT DID WE DO? 
 
2.3 
The following groups of people were included within the process: 
 
- General public 
- NBC employees 
- Business Community 
- Local strategic Partnership 
- Key partners including Northamptonshire County Council, Northants Police, WNDC, etc 
- Area Partnerships and Community Forums - Including 160 Voluntary Sector organisations 
- Community Forums - Tenants and Residents Associations  
- Citizens Panel 
- NBC Neighbourhood Wardens 
- NBC Environmental Health - Faith Groups 
- Neighbourhood Partnerships and Co-ordinators - NBC Overview and Scrutiny 
2.4 
The detailed Service Standards document was left in the following areas: 
 
- NBC One-stop-shop reception area - NBC Cliftonville reception area 
- NBC Westbridge reception area - Northampton Borough Council web site 2.5 
The detailed Service Standards document with an enclosed questionnaire was available to download and complete on-line 
via the Council's web site and intranet. An e-mail address, freepost address and consultation phone line was set up to 
receive comments/views etc. 
2.6 
The workshops, open meetings and staff briefings were designed to present the Service Standards and to note views, 
comments and questions. 2.7 
In total the above approach included in excess of 1,000 contacts excluding NBC staff.  
 
2.8 
The consultation exercise was well advertised through the media. Including adverts and press releases. 
 
2.9 
The results from the questionnaire have produced quantitative and qualitative data. The results from both the quantitative 
and qualitative data are detailed within this report. WHAT RESPONSE DID WE GET? 
2.10 The following meetings were held and responses made: 
 
- Approximately 44 people attended the workshops  
- 66 completed questionnaires - 13 comments made via letter, phone call and e mail 
3 KEY FINDINGS 3.1 
The results and findings from the consultation exercise presented in two sections: 
 
1. 
Results from the questionnaire, and 
2. 
What people had to say 
 
 
RESULTS FROM THE QUESTIONNAIRES: 3.2 
The results from the questionnaires are collated in the following ways. It must be noted that when considering the 
number of responses below that not every person complete the entire questionnaire and some people also chose 
not to respond to each question and therefore the total responses do not match the total number of people responding. 
 
- Those who think that the service standards are set at the right level, and 
- Those who think that the service standards are not set at the right level, and - What other frequently asked questions that you would have expected to see included in the Service Standards? Question: Do you think that the standards for the following services are set at the right level? 3.3 
The following table shows the following numbers of people who agreed with the service standards Service 
YES 
NO 
No 
comment 

| 1. Street Cleansing               | 36                | 27    |   3  |
|-----------------------------------|-------------------|-------|------|
| 2. Fly - tipping                  | 32                | 25    |   9  |
| 3. Abandoned Vehicles             | 50                | 5     |  11  |
| 4. Fly Posting & Graffiti Removal | 39                | 19    |   8  |
| 5. Public Conveniences            | 14                | 43    |   9  |
| 6. Neighbourhood Wardens & Park   |                   |       |      |
| Rangers                           |                   |       |      |
| 36                                | 24                | 6     |      |
| 7. Parks & Open Spaces            | 37                | 21    |   8  |
| 8. Cemeteries                     | 42                | 3     |  21  |
| 9. Children's Play Areas/ Youth   |                   |       |      |
| Recreational Facilities           |                   |       |      |
| 27                                | 23                | 16    |      |
| 10. Allotments                    | 36                | 8     |  22  |
| 11. Tree Management               | 32                | 24    |  10  |
| 12.                               | Waste Management: |       |      |
|                                   |                   |       |      |
|                                   |                   |       |      |
| a)  Non - recyclable Waste        | 37                | 17    |  12  |
| b)  Recycled Waste    |   38  |   20  |   8  |
|-----------------------|-------|-------|------|
| c)  Bulky Items       |   34  |   18  |  14  |
| d) Hazardous Waste    |   32  |    9  |  25  |
| e)  Clinical Waste    |   35  |    6  |  25  |

 3.4 
We also asked people to comment : 3.5 
Street Cleansing 
- Parked cars prevent total clean of the roads and streets 
- Some street require less cleaning than others - Need more staff to do more cleaning - Streets should be cleaned after the bins have been emptied and not before - Generally clean 
- Streets are not swept regularly - Drains are rarely cleaned out - Can't see the evidence in all areas - Are in need of improvement - Cigarette ends between paving slabs and chewing gum - machines do not deal with this 
- Cleansing takes place before refuse collection - Streets in the town centre at times need better cleaning 
- Flats are forgotten - Some areas are kept better than others - On the whole street cleansing is done quite regularly - Duty of Care Section 47 Environmental Protection Act 1990 (Rubbish from Commercial Business) and overflowing 
commercial bins are not enforced by Street Care. Street litter control notices are not effectively used to deal with litter 
from specific premises. Environmental Health has this experience 
- More zero tolerance enforcement policies 
3.6 
Fly Tipping 
- Should be extended to include alleyways between properties, even if they do not belong to the council - Council charge for removal of bulky items encourages fly-tipping 
- When informed, the council takes too long to collect - No time specified for clear up of fly-tipped waste  
- £10 charge and 3 weeks notice to collect is inadequate  
- Quick to remove rubbish - Deal with the offenders - enforce more - Good response when mattresses, etc are dumped - Charges at the tip, lead to fly-tipping - Rubbish dumped is not removed quickly enough - A problem in many areas and could be better - Street Care has very little or no enforcement experience and have no effective means for investigating such incidents. 
Some of this enforcement activity relates to private land. (i.e black sacks in private access ways and is a joint 
enforcement responsibility along with Environmental Health. To avoid duplication the two sections should form one 
enforcement unit. (Environmental Health have significant experience of Environmental Crime and waste enforcement 
issues) Section 33 Environmental Protection Act 1990 fly-tipping requires this experience in the use of cameras and 
training in the use of PACE (Environmental Health has this training experience) 
- Following phone calls, this is usually removed - More publicity needed and a hot line to report 
 
3.7 
Abandoned Vehicles 
 
- Danger to drivers and to people in general - A police problem - Noticeable improvement in this area - Swift action when reported - Getting better - Yes, Since Neighbourhood Wardens have been involved - ELVIS is good - Much improved service - We are too soft on parking issues 
- Delay when untaxed vehicles are reported 
- Want feedback to community 
 
3.8 
Fly Posting & Graffiti Removal 
- No control, it appears overnight - Annoying, needs attention - Graffiti is ongoing, we will never get rid of it 
- Could all graffiti removal be less than 21 days - Must be cleared up quicker within 7 days - Should provide a graffiti wall and encourage 'art'. If people breach the rules then the wall should be taken away.  
- Graffiti enforcement and using Clean Neighbourhoods and Environment Act 2005. Street Care not using graffiti notices 
or forming effective partnerships with relevant statutory undertakers such as Virgin Media (Formally NTL/TeleWest) in 
dealing with graffiti on their boxes and failing to work with organisations such as British Waterways offering enforcement action or proactive exercises targeting offenders. I therefore believe the Council is failing in its duty to meet its requirements under Section s17 Crime and Disorder Act 1998. 
- A lot is removed by volunteers on the estate 
- Graffiti in St Barnabus House has been left for several weeks 
- King Edward Road Grammar school is a constant target 
 
3.9 
Public Conveniences 
- Wrong to close public toilets as shops in town do not want people in their toilets 
- There are not enough public toilets - These must be kept open for both residents and visitors - Need more in the town - Never use them! - We should have more and pay for them - None in Abington Park - Insufficient, mostly closed - Poorly lit and maintained - Sheep Street are excellent - 4 toilets in Grosvenor Centre is not enough - They are a disgrace to Northampton - Dirty toilets and poorly maintained, except the ones opposite Mayor Hold Car Park 
- We need more public Adshel/ Clearview Super Loos paid for by advertising 
- Essential if you wish to promote the town and parks 
3.10 Neighbourhood Wardens & Park Rangers 
- Never seen a Park Ranger - Requires higher profile - Not enough Park Rangers - Excellent service by these people 
- A more physical presence is needed - The Wardens should receive additional training in both PACE and CIPA if there are to effectively deal with 
Environmental Crime and Anti-Social Behaviour. The same goes for all Street Care enforcement officers. It would allow them to effectively collect evidence suitable for court and prepare files (as Environmental Health does) 
- Our Warden is totally overworked with too large an area to cover. Need more Wardens 
- We need a least one Neighbourhood Warden per ward - Best thing done for a long time - Wonderful service, we could do with more - Very good support 
- Want more rangers 
 
3.11 Parks & Open Spaces 
- More parking spaces for the elderly - The parks deserve more care - Need long term investment in town premier parks, especially Racecourse  
- There is a gradual deterioration of our parks - Too neglected - Grass is ruined by cutting too close and no flowers in bedding areas - Flower bed at Golf House not planted since autumn 07 to date 
- Lesser known parks like Hunsbury do not get the service or investment they require 
- More Rangers need to look after parks - Open spaces not maintained - Standards not achieved, trees not maintained and grass length is too long 
- Mostly good and well kept - Doug fouling still an issue and drug misuse - Best in the country 
- Well done on a limited budget 
- Abington park paths needs maintaining like the Racecourse 
- Birds in the Avery should be re housed. The conditions do not look good 
 
3.12 Cemeteries 
- Why is the little house at the cemetery standing empty? 
- Billing Road cemetery needs looking after 
- Generally good but boundary wall needs repairing (Towcester Road) 
- Good - Whitehills still risky to park 
 
3.13 Children's Play Areas/Youth Recreational Facilities 
- We are currently in discussion with Neighbourhood Management to improve our play area 
- None in this erea are cleaned - Children's play areas are not challenging enough - More inspections are required 
- Could be improved - Need longer term resources to invest in improving them and be more creative 
- Teenagers facilities are non existent - Play areas are often littered and housing areas are not maintained 
- Broken glass not cleaned away - Need more for a growing city - Lack of these in Eastfield Park - Youths hanging near top of Abington street are putting off people shopping 
 
 
3.14 Allotments 
- Appears to be well managed - Empty plots not maintained - Water supply to all provision of toilets are needed - Not used to potential, the ground is unsuitable - Vacancies must be advertised - More publicity to encourage gardeners 
- Encourage young gardeners 
- Under used and diminishing 
3.15 Tree Management 
- Harvey Street has set a precedent and continuing well - Trees in Albion Place near Victoria Prom are forcing the wall to bulge out 
- Reedham Close Trees need trimming close to the telephone lines - Need more staff to manage trees 
- Needs to define how regular inspections will be - Trees need attention, especially on estates too big for the area 
- Trees in flats are forgotten - Poor trimming on Racecourse. No replacement in local streets 
- 5 years behind schedule - Trees should be inspected annually. Need more inspectors 
- We have been waiting for 3 years for 3 trees to be felled - Employ at least 6 more tree inspectors with a tree budget similar to Peterborough 
- Left and neglected for too long that they all now need attention  
- Large amount of ivy and undergrowth allowed to grow - Over maintained Abington Park resembles the Racecourse, bare and baron 
 
3.16 Waste Management 
3.16.1 Non - recyclable Waste  
- Should be weekly for flats - Need collections more often - Black bins left too long un-emptied - No complaints - No black sacks provided for flats - Glass a problem - People should be educated more about reducing this - Need wheelie bins on all estates not just some 
 
3.16.2 Recyclable Waste 
- Bins and boxes not put back properly by staff - Should be weekly for flats 
- Glass boxes needed 
- What are contaminated items? 
- More recycling needed - Need better instructions as to which plastics are recyclable  
- Too limited on range - Good local facilities 
- Tenants must tie up plastic bags 
- Increased frequency would increase recycling - Need lids on containers - Good at the centres but not enough variety is collected - The collection employees leave the bins all over the road 
- Need bigger boxes or weekly collections - Enforce more - Collections staff leave boxes all over the pavement, which makes it difficult to walk with prams and wheelchairs 
- Garden waste is sent to landfill  
 
3.16.3 Bulky Items 
- Can we have glass bottles collected as they put in the general waste - £10 fees causes more fly-tipping - Should be a service included in rates - Too long a wait - Left on streets outside flats for months - Good collections - Too many now being dumped due to the charge and the wait - More amnesty days please - Over 60s to get help as often living alone and cannot manage 3.16.4 Hazardous Waste 
- Should be collected - Timescales should be set and cost to householder - Where do we put eco light bulbs and batteries? 
 
 
3.16.5 Clinical Waste 
- Should be better publicised - Dirty tissues and rubber gloves found on the street near hospital 
 
3.17 We also asked people if there is any frequently asked questions that they would like to see included in the Service 
Standards? 3.18 These comments are: 
- Please explain what are the contaminated items in the tins and plastic boxes - Need an FAQ for Assisted Collections - What do I do with my extra waste, which will not fit, in my wheelie bin? 
- Educate people about waste and recycling - What happens when these standards are not met? - How does a community group get to join in recycling of our waste? 
- Should black bins be emptied weekly and brown bins once per month? 
- Batteries - all say not to dispose of with household waste, yet are not included in the hazardous waste  
- Enforcement procedures and how to get involved - Publish prosecutions, how many people, how much they been fined 
- When will we have a cabinet approved tree service standards and policy? 
- Why do we never let people of Northampton know what we are doing with the money we raise from recycling? Put 
notices up to say that the money raised on recycling has enabled the Council to provide….This may encourage people to recycle more and show how people have helped the community.  
- What about putting simple guidelines in with Council Tax bill, such as: 
o Bulky waste o Alleyway obligations o Recycling info 
 
3.19 People have also made comment to the Service Standards document specifically. These comments are: 
- Page 3, paragraph 2, 'We will provide the service on a weekly basis to all adopted roads…..' A comment has been made 
that this is not always the case and to provide a Code of Practise. 
- Page 4, paragraph 1, Fly-tipping. A comment has been made, are we including private land when we refer to the Borough 
of Northampton? 
- Page 4, Paragraph 1, Fly-tipping. White goods needs to have (Fridge/Freezers) so that people understand the terminology 
- Page 10, Paragraph 1, the third sentence should read, 'This service also covers all cemetery management and the 
allotment services.  
- Page 11, Paragraph 1, Cleanliness and Litter. A comment has been made that the first sentence needs to include; 'Waste 
and litter removal within parks is in compliance with the Environmental Protection Act 1990 and Code of Practice Act Litter 
and Refuse 2006. 
- Page 13, paragraph 3, should read, 'Northamptonshire County Council and Northampton Waste Partnership…..' 
- Page 14, Black wheelie bins or black sacks, bullet point 5, include, 'Overweight bins are a lifting hazard to yourself and our 
employees' 
- Page 14, bullet point 1, Bulky items, should read,'…. Normally within 8 days of booking' 
- Page 14, bullet point 2, hazardous waste, should read'…..please call our Waste Operations Team on 01604 838746….' 
- Page 14, bullet point 3, Clinical waste, should read…'normally within 5 working days.' 
- Page 14, bullet point 4, Black wheelie bins or black sacks, should read, 'Placed on the kerbside by 7.00am on the day of 
collection. You may place your waste out for collection from 7pm the day before. 
- Page 14, Black wheelie bins or black sacks, an additional bullet point should be added to read, 'Wheelie bin lids must be 
closed 
- Page 14, bullet point 5, Black wheelie bins or black sacks, should include at the end of the sentence, …'nor will any 
additional waste presented at the kerbside.' 
- Page 14, Brown Bins, a comment has been made that more detail is required in this section. 
- Page 14, Bulky items, the time stated should read 7.00am instead of 7.30am. 
- Page 17, What do I do with hazardous Waste?. The contact details should read, ….'calls to Waste Team on 01604 
838746…' 
- Paper does not include plan of timescales - Paper needs constant review 
 
 
4 
FURTHER ANALYSIS AND MAIN ISSUES 
 
4.1 
From the amount of responses received, we have highlighted those issues that constantly arise from what people had to say. They 
are: 
- More zero tolerance enforcement polices 
- £10 charge and 3 weeks notice to collect encourages fly-tipping - Want feedback to community (Abandoned Vehicles) - Graffiti needs to be removed less than 21 days and no more than 7 days 
- There are not enough public toilets - Parks and Open Spaces are too neglected - Children's play areas need longer term investment in improving them and they are to be more creative 
- We have reported trees for the last 3 years and nothing has been done 
- People should be educated more about waste - Bins and boxes are not put back properly by collections staff 
- Where do we put eco light bulbs and batteries? - Neighbourhood Wardens are excellent 
 
5 
QUESTIONS AND ANSWERS 
 
5.1 
The three work shops that were held at the Guildhall on 29th, and 30th of January 2008. 
  
5.2 
The main comments and concerns are: 
 
- Consultation process too quick and not allowing long enough for consultation 
- Language and terminology is not in layman's language 
- A good start and good to see - Too much consultation going on at the moment - Good solid document 
 
6 
EQUALITIES 
 
6.1 
From its inception the consultation process was designed to make sure that it was accessible to all local people, businesses, 
partners of the Council and the voluntary community (The third sector). The methods and groups of people included in the 
consultation plan are available upon request by contacting (01604) 838569. An Equality Impact Assessment was made on the 
consultation process. 
 
7 
LESSONS TO BE LEARNT 
 
7.1 
During the consultation process a number of comments were made about the way in which this exercise has been undertaken. 
In summary they are: 
 
- The language used needs to be clear, we assume people know what we mean 
- People have misinterpreted question 13 of the questionnaire. They have used this section to add additional comments 
rather than for FAQs 
- Why do we consult in office hours at the Guildhall, why not come into our area like CASPAR and Neighbourhood 
Management and Area Partnerships do 
- People need more time to consult properly, they feel this has been rushed 
- Our consultation process is passive rather than active - A clear brief to staff members on what to expect of them to undertake this exercise properly 
- Future processes need to include a time for submission of comments etc on the closing date Report authors: 
 
Denise King and Simone Wade 


Policy and Governance 


February 2008