Queries about environmental health account for around 1.5% of all visits (18th highest topic for visits in 2014). Problems related to bonfires are a seasonal issue at the time of the survey.
This is the first time we have tested a task related to environmental health.
All shire districts (200 councils in all). Note: this service is also provided by single-tier councils, but not tested in this survey in the interests of maintaining survey balance.
Just about one-third of shire districts handle this task well enough to achieve our standard.
Check ‘coverage’ to see if your council has been surveyed. Go to councils page and select your council. Look for link to task report under 2016-17 results
NB Question highlighted in red is an ‘essential question’ that must be answered correctly for the council to meet the standard for this task. Questions highlighted in blue affect star ranking
|Questions to be answered "Yes"|
|• Does a site search return the correct result listed in the first five results?||78%|
|• Can I find if there are time restrictions on when people can have bonfires?||56%|
|• Can I report a bonfire problem online?||42%|
|• Is it clear what information I need to provide when reporting a bonfire problem?||33%|
|• Are log sheets available so I can monitor the problem?||7%|
|• Is information provided about what the council will do to investigate my complaint?||32%|
|• Is there guidance on how to have a safe bonfire?||59%|
|• Is it clear how I might obtain assistance if required?||59%|
|• Does a Google search lead me to the task?||88%|
|• Is there an entry in the A to Z index?||67%|
|• Would you recommend that other councils look at this implementation as an example of good practice?||8%|
|Out of date information, answered 'No'|
|• Did you come across any out-of-date information about this task?||3%|
|How effectively is this council promoting this as a task?|
|• How effectively is this council promoting this as a task?||1.9|
|Overall, how do you rate the journey plus task completion?|
|• Overall, how do you rate the journey plus task completion?||1.6|
Finding the task
Completing the task
Although a couple of sites helpfully suggested other ways to dispose of rubbish, I was disappointed not to find a single site that offered diary log sheets to download and record incidents on bonfires. Especially in describing what they would do upon a nuisance being reported, many sites indicated that they would ask the complainant to keep a diary. Here, surely, is a way that the council could short-circuit the complaint process and readily identify a genuine regular nuisance from the occasional bonfire incident.
Well explained and succinct, setting out both the legal position and how one might resolve a smoke problem amicably. Clear invitation to report online, and online form itself is tailored to reporting a smoke nuisance, which is a definite plus. Additional value added with a prominent link to information available on GOV.UK too. This website is rapidly becoming my benchmark for other councils to emulate!
Really clear and comprehensive information about the steps the council will take and in what order. Well done!
Very well signposted; I could find the information easily from all navigation entries. Good descriptions of how to have a safe fire, legislation and what you need to do such as talk to neighbour, complete log sheets. Nice form which checks whether you have spoken to the neighbour first before reporting the nuisance.
Good detailed information here – well done.
Easy to find and complete task. Good level of explanatory information about what the council can do if the customer needs to report a nuisance. Log sheets would be a useful addition for customers.
We assessed this task primarily using the council’s search facility.