2015/16 Consultation Plan (August 2015)

Lancaster City Council’s 2015/16 Consultation Plan May 

Greaves Park Masterplan

June  Overview Scrutiny Committee Work Programme July   

Future of Ridge Community Centre Provision Residents Survey Licensing Policy Review

August  Gambling Policy Review September  Gypsy and Traveller Accommodation Methodology  Area of Outstanding Natural Beauty (AONB) Issues and Options  Survey of Tenants and Residents (STAR)  Vintage by the Sea October  Refining the Options to Meet Future Housing Needs November  Morecambe Bay Supporting Planning Document  Light up Lancaster January  Council Budget Proposals March  Local Democracy (Pupil Power Event ) Other potential consultations     

The Platform Selective licensing Public awareness/expectations of food and health and safety services Air quality management area order amendment Potential council housing new build sites

Throughout 2015/16                              

The Platform Holiday activity programmes Holiday playscheme programme Salt Ayre and community swimming pool customer “Talk Back” system Ad hoc Salt Ayre and community swimming pool feedback Potential developments for parks and open spaces Potential new play areas/alterations to existing play areas Recycling participation monitoring Street pride survey Food complaints survey Environmental protection services customer satisfaction survey Pest control customer satisfaction survey Housing standards customer satisfaction survey Home improvement agency customer satisfaction questionnaire Health and housing customer satisfaction questionnaire Council housing estate and sheltered housing surgeries and walk abouts Council housing tenant mystery shoppers Council housing tenant audit inspectors group District wide tenants forum Council housing quality groups Street/block voice and tenant and resident associations Annual council housing tenant environmental budget consultation Visitor information centre customer satisfaction surveys Building control satisfaction questionnaire Planning applications Planning and housing policy consultation list Talk back forms (comments, compliments and complaints) Customer service centre satisfaction survey Web site pop up survey Voice your views panel

Plans for 2016-17   

Draft Gypsy and Traveller Accommodation Plan Draft Land Allocations Document Planning Open Space Provision in New Residential Developments Planning Advisory Note (PAN)

May What?

Greaves Park Masterplan When?

May 2015 How? Postal questionnaire to people living in the local area and a consultation event in the park on 20 May 2015.

Who? Residents living in the Greaves Park area and users of the park.

Why? To find out local people’s views on the future of the park to inform a draft Masterplan.

We will do some further consultation on the draft Masterplan.

Contact Public realm officer (Helen Ryan) hryan@lancaster.gov.uk Environmental services

June What?

Overview and scrutiny committee work programme When?

July 2015 How? A press release and on the council’s website.

Who? Members of the public, councillors and council management team Why? Overview and scrutiny are keen to focus on issues that matter to local people.

Consulting on the work programme is also a constitutional requirement (part 4, Section 5, 9(a)).

Contact Principal democratic support officer (Stephen Metcalfe) scrutiny@lancaster.gov.uk Governance

July What?

Future Ridge Community Centre Provision When?

6 to 16 July 2015 How? Paper and online questionnaire Who? People who live in the Ridge Estate area

Why? To find out what local residents think of the community centre, future services and activities and whether they would like to get involved in helping to select a future provider, helping out with services and activities or management of the centre.

Contact Tenant participation officer (Juliet Grant) jgrant@lancaster.gov.uk Health and housing What?

Residents Survey When?

July 2015 How? Face to face interviews with 600 people in Lancaster, Morecambe and Carnforth and an online questionnaire Who? Local residents Why? To find out what service areas are most and least important to local residents, views on what spending should be reduced or maintained, income generation options, volunteering opportunities, the role of local councillors, preferred contact channels and other comments and suggestions.

The feedback will help to inform future budget decisions.

Contact Consultation and engagement officer (Jennifer Milligan) jmilligan@lancaster.gov.uk Regeneration and planning

What?

Review of Statement of Licensing Policy When?

8 July 2015 to 30 September 2015 How? Press release to let people know that the information is available online and request comments via an online form or paper forms available in customer service centres.

Letters to license holders, all related statutory authorities and parish and town councils.

Who?  Police and Fire Authorities  Representatives of holders of premises license, club premise certificates and persons authorised to sell alcohol  Local residents and businesses Why? The council has a statutory requirement under the Licensing Act 2003 to review its Statement of Licensing Policy every five years.

Contact Licensing manager (Wendy Peck) licensing@lancaster.gov.uk Governance www.lancaster.gov.uk/licensing

August What?

Review of Statement of Gambling Licensing Policy When?

31 July to 24 October How? Press release to let people know that the information is available online and request comments via an online form or paper forms available in customer service centres.

Letters to licensed gambling operators, all related statutory authorities and parish and town councils.

Who?  Gambling operators  Chamber of Commerce  Parish Councils  Local residents Why? The council has a statutory requirement under the Gambling Act 2005 to review its Statement of Gambling Policy every three years.

The current Statement of Gambling Policy came into effect in January 2013 and must, therefore, now be reviewed and a revised statement published by January 2016.

Contact Licensing manager (Wendy Peck) licensing@lancaster.gov.uk Governance www.lancaster.gov.uk/licensing

September What?

Gypsy and Romany Traveller Accommodation Development Management Plan Methodology When?

June 2015 How? Email to planning policy consultation list, a press release and information on the planning policy web pages.

Who? Members of the public and organisations that are on the planning policy consultation list.

Why? To ask people to comment on the criteria that will be used to assess future Gypsy and Romany Traveller accommodation.

Contact Planning policy officer (David Jeffery) djeffery@lancaster.gov.uk Regeneration and planning

What?

Arnside and Silverdale AONB (Area of Outstanding Natural Beauty) Issues and Options When?

September 2015 How? An issues and options document will be circulated for comment and response, as an important step in developing the Arnside and Silverdale AONB Plan.

Who? Parish Councils, landowners, developers, residents and organisations Why? Lancaster City Council and South Lakeland District Council are committed to preparing a joint development plan for the Arnside and Silverdale AONB area. The issues and options stage is the first formal stage in preparing a plan, and takes place before writing policies or allocating sites – it is designed to test whether the councils have identified the correct planning issues and the correct options for dealing with them.

Contact Senior planning officer (David Porter) dporter@lancaster.gov.uk Regeneration and planning What?

Survey of Tenants and Residents (STAR) When?

September 2015 How? Postal questionnaire Who? Random sample of council housing tenants Why? This survey will help us to understand customer satisfaction across all areas of the council housing service, including repairs and maintenance, customer involvement, complaints, estate management and value for money.

The results of this survey will help us identify areas for service improvement and help to ensure that we are providing a service which meets tenants needs. It will also provide an excellent source of information for our various tenant led Quality Groups who are responsible for scrutinising our service delivery.

The survey is carried out using a standard format which is used by social housing providers nationally, which allows us to compare our performance with other housing providers.

Contact Tenant participation officer (Juliet Grant) jgrant@lancaster.gov.uk Health and housing

What?

Vintage by the Sea When?

Following the September event How? During the festival volunteers will ask visitors to answer questions from the questionnaire. The questionnaire will also go live after the festival promoted via social media.

Who? People who have attended the Vintage by the Sea event Why? To find out what people think of the event and identify ways to improve future events.

Also to understand who is attending the events and whether they are attracting visitors and assists with estimating visitor spend coming in from outside the district.

Contact Marketing Officer (Mark McTigue) mmctigue@lancaster.gov.uk Regeneration and planning

October What?

Refining the options to meet future housing need When?

September/October 2015 How? Workshop Meetings Drop in sessions Opportunities to submit comments online and by post Who? A wide range of stakeholders including community representatives, businesses, developers, neighbouring authorities, Lancashire County Council, Universities/Colleges, English Heritage, Natural England, Environment Agency, Highways Agency and local residents.

Why? The Local Plan will include a Land Allocations Document which identifies sites that will be developed or protected from development. This is based on a range of information including future housing needs.

A consultation took place in summer 2014, which focused on five potential options to meet future housing need. The consultation will consider updated housing need

figures along with a range of other detailed information to refine the options further.

This will inform the development of the Land Allocations Document which we aim to consult on in Spring 2016 (subject to Council approval).

Contact Consultation and engagement officer (Jennifer Milligan) jmilligan@lancaster.gov.uk Regeneration and planning

November What?

Morecambe Bay Supplementary Planning Guidance When?

November/December 2015 How? Email to planning policy consultation list, a press release and information on the planning policy web pages.

Who? Specialist interest groups eg Morecambe Bay Partnership, members of the public and organsiations that are on the planning policy consultation database.

Why? This supplementary planning document aims to provide guidance and advice to manage recreation impact on Morecambe Bay and Bowland Fells Special Protection Areas.

Contact Planning policy officer (Rebecca Richards) rrichardslancaster.gov.uk Regeneration and planning

What?

Light up Lancaster When?

Following the November event How? A survey link will be sent out to everyone who ordered tickets/wristbands as well as promotional postcards handed out on the night which encourages visitors (prize draw) to complete the survey when they return home.

Who? People who have attended the Light up Lancaster events Why? To find out what people think of the Light up Lancaster and identify ways to improve it. Also to understand who is attending the events and whether they are attracting visitors and assists with estimating visitor spend coming in from outside the district.

Contact Marketing Officer (Mark McTigue) mmctigue@lancaster.gov.uk Regeneration and planning

January What?

Council Budget Proposals When?

26 January 2016 How? Budget and Performance Panel Committee Meeting Who? Invitations will be sent out to a wide range of representatives including businesses/key employers, tourism, education, parish and town councils, voluntary, community and faith sector, community safety, arts, health, government and voice your views panel members.

Why? To provide a wide range of representatives with an opportunity to hear and comment on the council’s budget proposals. Lancaster City Council also invites Lancashire County Council, Lancashire Fire and Rescue and Lancashire Police and Crime Commissioner to present their budget proposals at this meeting.

Contact Principle Democratic Support Officer (Stephen Metcalfe) smetcalfe@lancaster.gov.uk Governance

March What?

Local democracy (Pupil Power event) When?

March 2016 How? Pupil Power event which includes pupil power game, introduction to council services and a town hall tour.

Who?  Different primary schools within the district are invited to attend each year  Pupils, teachers, council officers and councillors Why? The Pupil Power event encourages children and young people to engage with and learn about council services and how decisions have to be made dependent on budgets available. It also introduces them to the democratic process and provides an insight into council business and buildings.

Contact Children’s trust co-ordinator (Sue Pickthall) spickthall@lancaster.gov.uk Health and housing

Throughout 2014/15 What?

The Platform When?

June – July 2015 How? Face to face questionnaire in various locations around Morecambe Who? Morecambe residents and visitors Why? This feedback will help us to understand why people are not booking events at The Platform and will be used to improve future events and business activities.

Contact Marketing Officer (Emma Jones) ejones@lancaster.gov.uk Regeneration and Planning

What Holiday activity programmes When April 2014/May 2014 /August 2014/October 2013/February 2015 How Online questionnaire Who Parents of children who have taken part in activities Why To find out how satisfied children and parents were with the activities and identify areas for improvement.

Contact Salt Ayre customer services officer (Simon Cheyette) saltayre@lancaster.gov.uk Health and housing What Holiday playscheme programme When Throughout 2015 How Paper questionnaire Who Playscheme programme participants and their parents/guardians.

Why To gain an understanding of participant and parent/guardian satisfaction levels. This can then be compared with previous levels to help to monitor service improvements.

Contact Salt Ayre customer services officer (Simon Cheyette) saltayre@lancaster.gov.uk Health and housing

What Salt Ayre and community swimming pool ‘what do you think?’ customer feedback postcards When Ongoing How Feedback postcards are available at reception Who All sport/leisure customers Why To provide customers with an opportunity to feedback their views on Salt Ayre and community swimming pools.

Specific areas include Salt Ayre, facilities hire, café, events, gym, pools, fitness classes, staff etc.

The feedback postcard asks customer to rate facilities/equipment, value for money, customer service, overall experience, cleanliness and opening times.

Areas of excellence and areas for improvement are also requested.

Contact: Salt Ayre customer services officer (Simon Cheyette) saltayre@lancaster.gov.uk Health and housing

What Ad Hoc Salt Ayre and community swimming pool feedback When Ongoing How Face to face and a short feedback form Who All sport/leisure facility customers Why To find out what customers think about potential changes eg session type or times.

Contact: Salt Ayre customer services officer (Simon Cheyette) saltayre@lancaster.gov.uk Health and housing

What?

Potential developments for parks and open spaces When?

Ongoing linked to a range of projects throughout 2015/16 How Potential ways of consulting include:  Door to door questionnaires to approx. 250 – 500 households within the catchment areas.  School visits  Discussions with young people

 Workshops Who? Local residents including children and young people in park/open space catchment areas Why? To ensure local people’s views and needs are taken into account in order to deliver good provision of facilities. To be used to inform relevant funding bids.

Contact Public realm officer (Helen Ryan) hryan@lancaster.gov.uk Environmental services

What?

Potential new play areas or alterations to existing play areas When?

Ongoing linked to a range of projects throughout 2015/16 How Potential ways of consulting include:  Door to door questionnaires to approx. 250 – 500 households within the catchment areas.  School visits  Discussions with young people  Workshops Who? Local residents including children and young people in play area catchment areas Why? To ensure local people’s views and needs are taken into account in order to deliver good provision of facilities. To be used to inform relevant funding bids.

Contact Public realm officer (Helen Ryan) hryan@lancaster.gov.uk Environmental services

What?

Recycling participation monitoring When?

Throughout 2015/16 How? Areas are visited fortnightly over a period of six weeks to monitor whether residents present recycling boxes for collection. Houses that haven’t put any boxes out over this period will be visited by a recycling officer to discuss this and determine if they require any assistance to help them recycle.

Who? Initially low participation to be targeted moving to a random selection across the district.

Target 3 or 4 streets at a time across the district.

Why? To increase recycling and meet/exceed Central Government set targets and those within the council’s corporate priorities.

Contact Waste and recycling recycling@lancaster.gov.uk Environmental services

What?

Street pride When?

Throughout 2015/16 How? Online questionnaire on street pride web page. Emailed to people who nominate streets once street pride has taken place.

Who? Local residents Why? To find out what people think about the information provided before events, street improvements and role in continuing to keep street clean and tidy and use this to improve future events.

Contact Public realm officer (Helen Ryan) hryan@lancaster.gov.uk Environmental services

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) jhelme@lancaster.gov.uk Health and housing

What?

Pest control customer satisfaction survey When?

Completion of pest control service How? Online survey Who? Pest control customers

Why? To find out if customers are satisfied with the service that pest control provides and identify areas of improvement.

Contact Public health team leader (Susan Clowes) sclowes@lancaster.gov.uk Health and housing

What Food complaints survey When Monthly How Online survey 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: Public health and safety team leader (Steve Sylvester) ssylvester@lancaster.gov.uk Health and housing

What Environmental protection services customer satisfaction survey When Monthly How Online 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) Email: nhoward@lancaster.gov.uk Health and housing

What Housing standards customer satisfaction survey When Monthly How Paper (postal) 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) fmacleod@lancaster.gov.uk Health and housing

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) Email: jhelme@lancaster.gov.uk Health and housing

What?

Health and housing customer satisfaction questionnaire (following planned maintenance works on homes) When?

Ongoing How? Paper questionnaire Who? Council housing tenants Why? To involve council housing tenants and find out what they think of our services and how they can be improved.

Contact Questionnaire – Technical manager (Tom Greenwood) tgreenwood@lancaster.gov.uk Results – Policy and performance officer (Tim Brunwin) tbrunwin@lancaster.gov.uk Health and housing

What?

Council housing estate and sheltered housing surgeries and walk abouts When?

Twice per year

How? Face to face surgeries/walk abouts to identify issues Who? Council housing and sheltered housing tenants Why? To involve council housing tenants and find out what they think of our services and how they can be improved.

Contact Tenant participation officer (Juliet Grant) jgrant@lancaster.gov.uk Health and housing

What?

Council housing tenant mystery shoppers When?

Ongoing How? Set mystery shopping exercises – contact council housing services by telephone, email and face to face and score various aspects of the customer experience.

Who? Council housing tenants who have received training to carry out mystery shopping exercises.

Why? To ensure that council housing are provided a high quality service and identify areas for improvement.

Contact Tenant participation officer (Juliet Grant) jgrant@lancaster.gov.uk Health and housing

What?

Council housing tenant audit inspectors group When?

Ongoing – one project per year How? Audit and Inspect one area of the service to independently review and make recommendations for improvement.

Who? Council housing tenants who have received training to carry out an indepth inspection.

Why? To ensure that council housing are providing a high quality service and identify areas for improvement.

Contact Tenant participation officer (Juliet Grant) jgrant@lancaster.gov.uk Health and housing

What?

District wide tenants forum When?

Ongoing How? Quarterly meetings?

Who? Council housing tenants and leaseholders who are interested in being involved, councillors and senior health and housing service officers.

Why? To involve council housing tenants and leaseholders at the highest level of decision making and ensure that their opinion is taken into consideration by councillors at cabinet meetings.

Contact Tenant participation officer (Juliet Grant) jgrant@lancaster.gov.uk Health and housing

What?

Council housing quality groups When?

Ongoing How? Quarterly meetings with groups including repairs, neighbourhood management and allocation, leaseholders and customer services and resident involvement Who? Council housing tenants who are interested in being involved Why? To involve council housing tenants and find out what they think of our services and how they can be improved.

Contact Tenant participation officer (Juliet Grant) jgrant@lancaster.gov.uk Health and housing

What?

Street/block voice and tenant and resident associations When?

Ongoing How? One to one and group meetings with tenant participation officer?

Who? Council housing tenants who are interested in being involved Why? To involve council housing tenants and find out what they think of our services and how they can be improved.

Contact Tenant participation officer (Juliet Grant) jgrant@lancaster.gov.uk Health and housing

What?

Annual council housing tenant environmental budget consultation (ongoing via walk abouts) When?

Ongoing How? Environmental budget sub group meetings who review - estate walkabouts, tenants and resident associations, street voice, block voice, sheltered housing surgery/walkabouts.

Who? Council housing tenants who are interested in being involved Why? To involve council housing tenants and find out what they think of our services and how they can be improved.

Contact Tenant participation officer (Juliet Grant) jgrant@lancaster.gov.uk Health and housing

What Visitor Information Centre (VIC) 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 and to identify any constructive customer comments.

Contact Visitor services officer (Allison Thomas) lancastervic@lancaster.gov.uk Regeneration and planning For more information visit: www.visitlancaster.co.uk www.visitmorecambe.co.uk

What?

Building Control Satisfaction Questionnaire When?

Ongoing How? Online and paper questionnaire Who? Building Control customers Why? To find out what customers think about the level of service provided and identify future service improvements.

Contact Building Control Manager (Phil Mahoney) pmahoney@lancaster.gov.uk Regeneration and planning

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 developmentcontrol@lancaster.gov.uk Regeneration and planning

What?

Planning and housing policy consultation list When?

Ongoing How? Email Who? Members of the public and organisations who have signed up to the planning policy consultation list.

Why? To keep planning policy consultation list members informed about upcoming consultations, Local Plan documents and other planning policy matters.

Contact Consultation and engagement officer (Jennifer Milligan) haveyoursay@lancaster.gov.uk Regeneration and planning

What? ‘Talk Back’ forms on website and available on request in customer services When?

Ongoing How? Customer comments/suggestions, compliments and complaints form Who? Customers visiting the website or 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 services manager (Alison McGurk) amcgurk@lancaster.gov.uk Resources

What?

Customer services When?

Ongoing How? Email online questionnaire Who? Customers who have emailed customer services Why? To find out what people think of the service that they have received and ask for suggestions on how this could be improved.

Contact Customer services manager (Alison McGurk) amcgurk@lancaster.gov.uk Resources

What?

Website pop up survey When?

Ongoing How? A percentage of website visitors are asked by a pop up if they are willing to complete a short online exit survey. This is part of a national customer satisfaction benchmarking scheme provided by Socitm.

Who? A percentage of people who visit the web site, selected at random Why? To find out whether people think the website is easy to use and how it could be improved.

Contact Web and e-marketing officer (Ian Jackson) communications@lancaster.gov.uk Regeneration and planning

What?

Voice your views panel When?

Ongoing How? Email Who? Members of the public and organisations who have signed up to the voice your views panel.

Why? To keep voice your view panel members informed about consultations and how they can have their say and get involved in areas of the council that interest them.

Contact Consultation and engagement officer (Jennifer Milligan) haveyoursay@lancaster.gov.uk Regeneration and planning