Lancaster City Council’s 2012/13 Consultation Plan
Topics
April
Ridge Community Orchard Dog control orders Sense of Place Questionnaire Taxi Ranks
May
Overview and Scrutiny Committee Programme Housing Action Plan Morecambe Townscape Heritage Initiative 2 ‐ A View for Eric
June
Meeting Housing Needs Supplementary Planning Document
July
Taxi ranks Salt Ayre Café
August
Sandcastle Festival Land Allocations and Development Management Policies Development Plan Document – Draft Preferred Options Children’s Play scheme Programme Feedback
September
Morecambe’s Seaside Festival
October
Local Democracy Special Council with young people Satisfaction with Sheltered Housing Morecambe Area Action Plan (MAAP) Development Document – preferred options as part of the draft Lancaster District Local Plan Lancaster City Council/Public Services engagement (subject to approval)
November
Annual Firework Spectacular 2012
December
Annual Review of Parking Fees and Charges
March
Consultation on Land Allocation and Development Management Policies
Planned for 2012/13
Ryelands Park Questionnaire Williamson Park Lancaster Square Routes – Key Meadow area
Throughout 2012/13
Holiday Programmes (wide range of sports and arts activities for children of all ages) Potential new play areas or alterations to existing play areas etc. Local Democracy Recycling Participation Monitoring Talk Back ‐ Forms in Customer Service Centres Customer Satisfaction Surveys Visitor Information Centre Customer Satisfaction Surveys Talk Back (feedback/comments system based in Salt Ayre and Community Pools) Home Improvement Agency Customer Satisfaction Questionnaire Food Complaints Survey Food Premises Inspection Survey Environmental Protection Services Customer Satisfaction Survey Pest Control Customer ‐ Satisfaction Survey Planning Applications Housing Standards Customer Satisfaction Survey
Annual/Biannual Surveys
Web site pop up survey Funeral Directors and Masons Survey Tourism web site pop up survey Visitor Information Centre (VIC) Mystery Shopping Survey Employee Matters Survey Internal IT users survey
Information
April What Ridge Community Orchard When 29 March to 29 April 2012 How Paper questionnaires Who People who live on the Ridge Estate Local schools Why To find out if people are interested in starting a community orchard. Contact: Tenant Involvement Officer ‐ Juliet Grant Telephone 01524 582587 Email jgrant@lancaster.gov.uk, Council Housing Services Back to top of page What Dog control orders When 29 April 2012 to 11 May 2012 How Online and paper questionnaires Meeting in Asda Café on 28 April 2012 Face to face survey on Lancaster/Morecambe cycle track Promoted in a variety of ways including: posters, press release and face book, twitter. Who
Local residents Why To find out people’s views on the proposals to replace and extend dog control orders to help counter problems created by irresponsible dog owners, such as dog fouling, and aggressive or out of control dogs. Contact: Public Health Team Leader ‐ Susan Clowes Telephone: 01524 582740 Email: sclowes@lancaster.gov.uk Health and Strategic Housing Service Back to top of page What Sense of Place Questionnaire When April 2012 How Online and paper questionnaires Who Tourism businesses in the district Why To find out which areas and icons in the district that tourism businesses associate themselves with. Contact: Marketing Officer – Mark McTigue Telephone:01524 582870 Email: mmctigue@lancaster.gov.uk Community Engagement Service Back to top of page What Taxi Ranks When April 2012 How Letter and meetings Who Taxi rank owners Lancashire County Council Highways Department Lancashire Constabulary (Police) Why This is a legal requirement for the council to consider introducing new taxi ranks. Contact: Licensing Manager – Wendy Peck Email: licensing@lancaster.gov.uk
Governance Back to top of page
May What Overview and Scrutiny Committee Programme The Overview and Scrutiny process is a system which considers issues of concern to local people. When May 2012 How Press release inviting suggestions for future scrutiny issues. Comments invited in writing, by email or telephone. Suggestions for scrutiny issues are welcome throughout the year. Who Local residents Why To create the Overview and Scrutiny programme – what issues are the committee going to scrutinise in 2012/13. Contact: Principle Democratic Support Officer – Stephen Metcalfe Telephone: 01524 582073 Email: scrutiny@lancaster.gov.uk Democratic Services Back to top of page What Housing Action Plan When End May 2012 How Stakeholders event through the Homelessness forum. Who Stakeholders Why To get feedback from stakeholders about the topics covered within the Housing Action Plan. Contact: Housing Strategy Officer ‐ Kathy Sinclair Telephone: 01524 582724 Email: ksinclair@lancaster.gov.uk Regeneration and Policy Service
Back to top of page What Morecambe Townscape Heritage Initiative 2 ‐ A View for Eric Morecambe THI2 ‐ A View for Eric is a grant‐giving programme funded by the Heritage Lottery Fund and Lancaster City Council that aims to regenerate conservation areas displaying particular social and economic need. The initiative will prioritise investment into the western end of the Morecambe Conservation Area: providing grant assistance to a predominantly retail and commercial area along parts of Marine Road Central, Victoria Street and surrounding area; investing in high quality conservation‐led public realm and working with the local community to improve understanding, appreciation and the skills to preserve and enhance the character and appearance of the conservation area. When Launch in May 2012 until 31 March 2017 How During the five year programme there will be a number of community and business focussed initiatives for people to get involved in and opportunities to provide feedback to public realm proposals. Initiatives will include local schools workshops, maintenance advice for shop owners and conservation skills training for apprentices, architects, builders and local crafts people. There will also be initiatives helping local retail businesses over the lifetime of the scheme. As appropriate these opportunities will be advertised by press release, posters, emails and on the webpage at www.lancaster.gov.uk/viewforeric. Who Local schools Range of stakeholders Property owners Heritage skills groups Why Townscape Heritage Initiatives are very much focussed on improving the local communities' understanding and appreciation of their local heritage and the skills to help preserve and enhance the historic built environment. Contact: Senior Service Support Administrator ‐ Justin Shaw Telephone 01524 582375 E‐mail: viewforeric@lancaster.gov.uk Regeneration and Policy Service Back to top of page
June
What Meeting Housing Needs Supplementary Planning Document. This document will provide detail on how the council will help meet the district's housing requirements When June 2012 for 6 weeks How Copies of the consultation document will be available in the council’s customer service centres and main libraries. Information will also be available on the council’s ‘Meeting Housing Needs SPD’ web page – http://www.lancaster.gov.uk/planning/local‐development‐framework/local‐ planning‐policy/work‐in‐progress/meeting‐housing‐needs‐spd/ A press release will inform of above. Who Local residents A stakeholder briefing took place on Tuesday 28 February 2012. Why To gain local people’s views on whether the plans laid out in the document will help the Council meet future housing requirements. Contact: Planning Officer – Housing and Communities – David Hayward Telephone: 01524 582723 Email: dhayward@lancaster.gov.uk Regeneration and Policy Service Back to top of page
July What Taxi ranks When June/July 2012 How Public notice Letters Notices Who Local residents and businesses within the taxi rank area. Taxi companies
Taxi drivers Why This is a legal requirement for the council when considering the introduction of new taxi ranks. Contact: Licensing Manager – Wendy Peck Email: licensing@lancaster.gov.uk Governance Back to top of page What Salt Ayre Café
When Summer 2012
How Paper questionnaire Possibly a face to face questionnaire
Who People who use the Salt Ayre café
Why To find out what people think of the café and this could be improved. Contact: Operations Manager – Susan Williams Telephone:01524 847540 ext. 207 Email: swilliams@lancaster.gov.uk Community Engagement Services
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August What Sandcastle Festival When June 2012 How A4 questionnaire handed out with prepaid envelopes during festival and online questionnaire Who People who attend the festival Why To find out what people think of the event including organisation and make improvements to future events Contact: Marketing Officer – Mark McTigue Telephone: 01524 582870 Email: mmctigue@lancaster.gov.uk Community Engagement Service
Back to top of page What Land Allocations and Development Management Policies Development Plan Document – Draft Preferred Options The Land Allocations Document will identify areas for development as well as areas which should be protected from development. This document will direct where homes, employment land, services and future investment will go in the district over the next 15 years. The Development Management Policy will set out the criteria for deciding planning applications. When 28 August to 12 October 2012 (provisional date dependent on approval by Full Council) How Documents will be available at council customer service centre and libraries in the district, on the website and via the planning consultation portal. There will also be an online interactive proposal map. This will be accompanied by a series of exhibitions in Lancaster, Morecambe, Carnforth, Heysham, Silverdale, Halton, Hornby, Caton, East Lancaster, Luneside, Scotforth and Bolton‐le‐Sands. Who Local residents Range of stakeholders, Statutory planning consultees Members of the Local Development Framework Consultation portal Why To find out if people think that the draft ‘preferred options’ are ‘sound’, i.e. that the documents have been written in line with planning law and national planning policy. Following the 7 week consultation the ‘preferred options’ will be published following Full Council in January 2013, and they will be submitted to the Planning Inspectorate for examination in public. If the documents are found to be ‘sound’, the council can then adopt the documents. Expected date for adoption: March 2014. Contact: Planning and Housing Administrator – Michelle Burrough / Kelly Brown Telephone: 01524 582383/88 Emails: mburrough@lancaster.gov.uk and kebrown@lancaster.gov.uk
Regeneration and Policy Service Back to top of page What Children’s Play scheme Programme Feedback When August 2012 How A range of feedback forms Who Children who attend the play scheme (8 to 11 year olds) Parents of the children that attend the play scheme Organisations that runs the play scheme on the council’s behalf
Why To find out what children think of the quality of the programme including venues, the play leaders, their enjoyment and satisfaction. This feedback will be used to improve next years play scheme programme. Contact: Leisure Development Manager ‐ Stuart Glover Telephone: 01524 582854 Email: sglover@lancaster.gov.uk Community Engagement Service
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September What Morecambe’s Seaside Festival
When September 2012
How A4 questionnaire handed out with prepaid envelopes during festival and online questionnaire
Who People attending the festival
Why To find out what people think of the event and to gain an indication of visitor numbers attending from outside the district. Contact: Marketing Officer – Mark McTigue Telephone:01524 582870 Email: mmctigue@lancaster.gov.uk Community Engagement Service
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October What Local Democracy
When 10th October 2012 (Various through year)
How 'Pupil Power' game Environment awareness sessions Evaluation of the above event Displays at events – such as Freshers Fair and Careers Events Who Children and young people from across the district. Pupils participating, teachers, Council Officers and Members Schools and college within the district. Why To encourage children and young people to engage with and learn about the democratic process, what services the council provides and how decisions have to be made dependent on budgets available. To ensure the Pupil Power Days is fit for purpose, and that each activity is evaluated to highlight any problem areas and the need for any improvement at future events. Raise awareness off careers & jobs available in the district Contact: Children’s Trust Co‐ordinator – Sue Pickthall Telephone: 01524 582662 Email: spickthall@lancaster.gov.uk Community Engagement Service Back to top of page What Special Council with young people When 17 October 2012 How A half day workshop – detail to be decided. Who Sixth form representatives Why
This event will be an opportunity for: Councillors and young people to talk and exchange views. Councillors to find out what is important to young people. Young people to gain a greater understanding of the council, the role of the councillor and the challenges that they face. Contact: Democratic Services Manager – Deborah Chambers Telephone: 01524 582057 Email: dchambers@lancaster.gov.uk Governance Back to top of page What Satisfaction with Sheltered Housing When Autumn 2012 How Paper questionnaire Who Sheltered housing tenants Why To find out how satisfied tenants are with the sheltered housing and if there are any improvements that can be made to this service. Contact: Principle Management Officer – Julie Beaman Email: jbeaman@lancaster.gov.uk Health and Housing Service Back to top of page What Morecambe Area Action Plan (MAAP) Development Document – preferred options as part of the draft Lancaster District Local Plan The MAAP will put in place a comprehensive and robust planning framework to provide for the development, conservation and change needed to secure lasting regeneration gains in central Morecambe, the district’s regeneration priority area. It is both a policy and delivery tool and goes beyond traditional land use policy documents by considering issues of funding, time and delivery. When Autumn 2012 How Documents will be available to view at City Council customer service centres and Morecambe Library, on the website at www.lancaster.gov.uk/morecambeaap and
via the planning consultation portal. Who Local residents, stakeholders and statutory planning consultees Members of the Local Development Framework Consultation portal Why To provide an opportunity for people to consider and comment on the proposals, pending finalisation of the plan ahead of submission to the Planning Inspectorate for Independent Examination. Contact: Senior Service Support Administrator ‐ Justin Shaw Telephone 01524 582375 E‐mail: morecambeaap@lancaster.gov.uk Regeneration and Policy Service Back to top of page What Lancaster City Council/Public Services engagement (subject to approval) When October 2012 How To be decided Who Local residents Range of other stakeholders – to be decided Why To find out people’s views and develop solutions to meet the districts future challenges. Contact: Consultation and Engagement Officer ‐ Jennifer Milligan Telephone: 01524 582268 Email: jmilligan@lancaster.gov.uk Community Engagement Service Back to top of page
November What Annual Firework Spectacular 2012 When Following event in November 2012 How A4 questionnaire handed out with prepaid envelopes during festival and online questionnaire Who
Local residents and visitors who attend the event. Why To find out what people think of the event and identify improvements for future events. Contact: Marketing Officer – Mark McTigue Telephone: 01524 582870 Email: mmctigue@lancaster.gov.uk Community Engagement Service Back to top of page
December What Annual Review of Parking Fees and Charges When December 2012 How Letter Who Chambers of Trade Why To consider annual parking charges. Contact: Parking and Administration Manager – David Hopwood Telephone: 01524 582817 Email: DHopwood@lancaster.gov.uk Property Services Back to top of page
March What Consultation on Land When Early March to mid April (6 weeks) How Documents made available for comment via customer contact centre, local libraries and on the council’s website. Who Local residents Why To provide local residents with a final opportunity to comment on the Land Allocation and Development Management policies. Contact: Forward Planning Administrator – Michelle Burrough Telephone: 01524 582383
Email: mburrough@lancaster.gov.uk Regeneration and Policy Service Back to top of page
Planned for 2012/13 What Ryelands Park Questionnaire When To be confirmed How To be decided although likely to be face to face and online questionnaire and visitor counts. Who Park users and non users Why To find out people’s views on the park and potential plans and to identify any other potential improvements. This information will be used to inform future funding bids. Contact: Cultural Projects Manager – Helen Ryan Email: hryan@lancaster.gov.uk Telephone: 01524 582822 Environmental Services Back to top of page What Williamson Park When Summer 2012 How To be decided – a range of methods will be used to gain feedback on the park and its attractions/facilities. Who Local residents and visitors to the park Why To find out what people think of the park and its attractions/facilities. Contact: Williamson Park Operations Manager ‐ Will Griffith Email: wgriffith@lancaster.gov.uk Telephone: 01524 582841 Community Engagement Back to top of page
What Lancaster Square Routes – Key Meadow area When To be decided How To be decided Who Local residents Why To find out people’s views on the future of key meadow. Contact: Cultural Projects Manager – Helen Ryan Email: hryan@lancaster.gov.uk Telephone: 01524 582822 Environmental Services Back to top of page
Throughout 2012/13 What Holiday Programmes (wide range of sports and arts activities for children of all ages) When Following activity programmes held in April, May, Summer, October and February How Paper feedback form. Who Children and young people who take part in activities. Why To find out what young people think of our programmes and how we can improve them. Contact: Leisure Development Manager ‐ Stuart Glover Telephone: 01524 582854 Email: sglover@lancaster.gov.uk Community Engagement Service Back to top of page What Potential new play areas or alterations to existing play areas etc. When Ongoing linked to a range of projects throughout 2012/13 How Door to door questionnaires to approx. 250 – 500 households within the catchments area. School visits
Talking with young people Workshops – where appropriate Who Local residents including children and young people in play area catchment areas Why To ensure local requirements are taken into account in order to deliver good provision of facilities. To be used to inform relevant funding bids. Contact: Cultural Projects Manager ‐ Helen Ryan Telephone: 01524 582822 Email: hryan@lancaster.gov.uk Environmental Services Back to top of page What Local Democracy When Various through out the year How Displays at events eg Fresher’s Fair and Careers Events Who Schools and college within the district. Why To ensure the Pupil Power Days is fit for purpose, and that each activity is evaluated to highlight any problem areas and the need for any improvement at future events. Raise awareness off careers & jobs available in the district Contact: Children’s Trust Co‐ordinator – Sue Pickthall Telephone: 01524 582662 Email: spickthall@lancaster.gov.uk Community Engagement Service Back to top of page What Recycling Participation Monitoring When Throughout 2012 How Areas are visited on intermittent monthly periods to monitor the number of recycling boxes out for collection.
Houses that haven’t put out boxes for collection on a regular basis will be visited by a council officer to discuss this and whether they need any help with recycling. Who Initially low participation to be targeted moving to a random selection across the district. Target 3 or 4 streets at one time across the district. Why To increase recycling and meet/exceed Central Government set targets. Contact: Waste and Recycling promotions officer – Lauren Cooper Telephone: 01524 582466 Email: lcooper@lancaster.gov.uk Environmental Services Back to top of page What Talk Back Forms in Customer Service Centres When Ongoing How Customer comment/ suggestion form Who Customers visiting the Customer Service Centres at Lancaster and Morecambe Town Halls Why To find out what people think and ask for suggestions on how services could be improved Contact: Customer Service & Visitor Information Manager – Heather Armstrong Telephone : 01524 582399 Email : harmstrong@lancaster.gov.uk Community Engagement Service Back to top of page What Customer Satisfaction Surveys When To be confirmed How Phone or face to face questionnaire with customers Who Customer Service Customers Why To find out satisfaction levels with customer service and identify areas for improvement.
Contact: Customer Service & Visitor Information Manager – Heather Armstrong Telephone : 01524 582399 Email : harmstrong@lancaster.gov.uk Community Engagement Service Back to top of page What Visitor Information Centre Customer Satisfaction Surveys When Ongoing How Paper questionnaire Who Customers who choose to complete a postcard available on counters. Why To find out customer satisfaction levels with our visitor information centres. Basic questions are designed for sharing across a national tourism benchmarking group. Contact: Customer Service & Visitor Information Centre Manager ‐ Heather Armstrong Telephone: 01524 582399 Email: harmstrong@lancaster.gov.uk Community Engagement Service Back to top of page What Talk Back (feedback/comments system based in Salt Ayre and Community Pools) When Ongoing How Customer comment / suggestion form Who People who use of Salt Ayre Sports Centre and the Community Swimming Pools. Why To find out what people think and ask for suggestions on how services could be improved. Contact: Operations Manager – Susan Williams Telephone:01524 847540 ext. 207 Email: swilliams@lancaster.gov.uk Community Engagement Services Back to top of page What
Home Improvement Agency Customer Satisfaction Questionnaire When Ongoing – on completion of service How Paper questionnaire with free post return envelope Who People who use the home improvement agency service Why To find out what people think and ask for suggestions on how services could be improved The results of the surveys are used to report back to various funding partners. Contact: Housing Enabling Officer – John Helme Telephone: 01524 582611 Email: jhelme@lancaster.gov.uk Health and Housing Service Back to top of page What Food Complaints Survey When Monthly How Paper (postal) questionnaire Who People who have made complaints about food, or food premises Why To find out if complaints were investigated and dealt with satisfactory and within timescale Contact: Environmental Health Manager – Nick Howard Telephone: 01524 582734 Email: nhoward@lancaster.gov.uk Health and Strategic Housing Service Back to top of page What Food Premises Inspection Survey When Monthly How Paper (postal) questionnaire Who Food business operators Why
To find out satisfaction levels with the way that the food hygiene inspections are carried out. To identify problems and improvements. Contact: Environmental Health Manager – Nick Howard Telephone: 01524 582734 Email: nhoward@lancaster.gov.uk Health and Strategic Housing Service Back to top of page What Environmental Protection Services Customer Satisfaction Survey When Monthly How Paper (postal) Survey Who Environmental Protection Service Customers Why To find out how satisfied customer are with how customer enquiries and complaints have been dealt and use feedback to make service improvements Contact: Environmental Protection Manager – Nick Howard Tel: 01524 582734 Email: NHoward@lancaster.gov.uk Health and Strategic Housing Service Back to top of page What Pest Control Customer Satisfaction Survey When Completion of pest control service How Paper (postal) Survey Who Pest Control customers Why To find out if customers are satisfied with the service that pest control provide and identify areas of improvement Contact: Senior Environmental Health Officer ‐ Susan Clowes Telephone: 01524 582740 Email: sclowes@lancaster.gov.uk Health and Strategic Housing Service Back to top of page What
Planning Applications When Following receipt of a planning application How Consultation Letters Site notices posted for many applications to notify anyone passing the site that an application has been received. Weekly list of all applications the planning service has received made available on line and sent out by email. Legal requirement under Town and Planning Act 1990. Public Access web site http://planapps.lancaster.gov.uk/publicaccess provides details of all planning applications, including access to the plans, documents and an electronic map so people can view applications near their property. Future improvements to the Public Access website will mean that people can register and receive email alerts on applications received. Who Near neighbours of almost every planning application. A range of statutory consultees eg Parish Councils, Environment Agency, Environmental Health etc. Other interest groups relevant to a planning application eg community groups, special interest groups for example the Ramblers Association or the North Lancashire Bat Group as specialist comments are often required. Why Legal requirement to notify neighbours and consultation on applications (Town and Country Planning Act 1990). Contact: Planning Advice Team Tel: 01524 582381 Email: developmentcontrol@lancaster.gov.uk Regeneration and Policy Service Back to top of page What Housing Standards Customer Satisfaction Survey When Monthly How Posted paper questionnaires Who A 20% sample of completed housing standard investigations.
Usually tenants Why To find out if complaints were investigated and dealt with satisfactory and within timescale Contact: Housing Standards Team Leader – Fiona Macleod Telephone: 01524 582649 Email: @lancaster.gov.uk Health and Housing Service Back to top of page
Biannual/Annual Surveys What Web site pop up survey When Annual How A percentage of website visitors are asked by a pop up if they are willing to complete a short survey. This is part of a national customer satisfaction scheme. Carried out by Socitm. Who A percentage of people who visit the web site Why To find out whether people think the website is easy to use and how it could be improved Contact: Communications Officer (Web and E‐marketing) ‐ Ian Jackson Telephone: 01524 582038 Email: ijackson@lancaster.gov.uk Community Engagement Service Back to top of page What Funeral Directors and Masons Survey When Annual How Paper (postal) questionnaire Who Local funeral directors and those masons registered on our registration scheme Why To find out how satisfied funeral directors and masons are with the efficiency and quality of the cemeteries grounds maintenance service to identify potential problems and improvements. Contact: Principle Private Housing Officer – Mike Dagger
Telephone: 01524 582664 Email: mdagger@lancaster.gov.uk Health and Strategic Housing Service Back to top of page What Tourism web site pop up survey When Annual How A percentage of website visitors will be asked by a pop up if they are willing to complete a short survey. This will be implemented using LOIS. Who A percentage of people who visit the web site and choose to complete the survey. Why To find out what people think of the layout, navigation and content of the website and how it could be improved Contact: Tourism E Marketing Officer ‐ Rosalind Forster Telephone: 01524 582396 Email: rforster@lancaster.gov.uk Community Engagement Service Back to top of page What Visitor Information Centre (VIC) Mystery Shopping Survey When Not yet confirmed – annual How Arranged by Visit England, an assessor visits/calls/emails the VICs unannounced and supplies a subsequent report on customer service and quality of information provision. Who Independent assessor/Visit England Why To ensure that standards of service provision continue to conform to National Tourist Information Centre Standards. To ensure that visitors are receiving consistently good service. Contact: Visitor Services Officer – Allison Thomas Telephone: 01524 582397 Email: athomas@lancaster.gov.uk Community Engagement Service Back to top of page
What Employee Matters Survey When Every two/three years How Online and paper questionnaire Who All Council staff Why To find out staff opinions on internal communication, job satisfaction, stress, training and customer service and identify improvements Contact: Consultation and Engagement Officer ‐ Jennifer Milligan Telephone: 01524 582268 Email: jmilligan@lancaster.gov.uk Community Engagement Service Back to top of page What Internal IT users survey When Every two/three years How Online questionnaire Who Council computer users Why To find out how satisfied Council computer users are with the service they receive from Information Services and how well the service supports the Council's business. This will allow us to focus on specific areas for business improvement. Contact: Applications Manager – Chris Riley Telephone: 01524 582106 Email: criley@lancaster.gov.uk Information Services Back to top of page