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Listening to residents remains a key priority as satisfaction and trust in Cornwall Council grows

Cornwall Council has pledged to keep putting residents first as it welcomed the findings of its latest residents’ survey.

For the first time, the number of residents saying they are satisfied with the way the council runs things is above the Local Government Association average figure, with 69% of responses positive, up from 46% back in 2017.

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The number of residents who say they have a great deal or fair amount of trust in the council has also risen to 74%, a significant rise in the past few years, up from 58% in 2018.  It means trust levels in Cornwall are now 10% higher than the national figure measured by the Local Government Association.

There were also satisfaction increases recorded for nearly all council services, with waste and recycling enjoying particularly positive responses from the sample of 3,000 residents from all corners of Cornwall.

The only service to see a reduction in satisfaction levels last year was library services, after a year where many public buildings were forced to remain closed due to the ongoing coronavirus pandemic.

The survey also asked how residents felt the council had performed during the Covid crisis, with 55% saying they were satisfied with how well households were supported.

You can read the full survey on our website here.

Cllr Julian German, leader of Cornwall Council, welcomed the findings of the survey.  He said: “The headlines from this latest survey are welcome, especially in light of the tough year we have all faced.

“To see satisfaction levels rising in such challenging circumstances is a real testament to the hard work of our staff to continue to maintain our key services in the face of the pandemic.

We are committed to listening to our residents and to act in their best interests.

“It is vital we get this feedback to find out what people really think of the council, the services we provide, and whether we offer value for money.

“This survey is welcome, as it helps us to put residents at the heart of our decision making - but it also highlights what more can be done to improve our service. We will continue to do our very best to provide the service levels the people of Cornwall deserve.”


Key results


  • 69% of residents surveyed were satisfied with the way Council runs things, up from 54% in Autumn 2019, and 51% in Autumn 2018. 
  • 74% of residents had a great deal, or fair amount of trust in the Council, up from 55% last year.
  • 47% agreed the Council provides value for money, up from 42% in 2019.
  • 73% of respondents outlined everything was right first time following their most recent contact with the council, up from 62%.
  • 93% of people said they were satisfied with Cornwall as a place to live.
  • 88% were satisfied with refuse collections, up from 82% last year.
  • 82% were satisfied with recycling services, up from 76%.
  • 39% were satisfied with road maintenance, up from 25% in 2019.
  • 41% were satisfied with library services, down from 46% last year, with 9% dissatisfied and 51% neither satisfied or dissatisfied.
  • 78% were satisfied with the fire, rescue and community safety services, up from 75% in 2019.
  • 73% were satisfied with the parks and open spaces, slightly up from 72% in 2019.
  • 55% of residents agreed the Council is making the local area a better place to live, up from 33% in 2017.
  • 52% of residents agreed the Council is campaigning and standing up for Cornwall, up from 46% in 2019.
  • 58% of residents felt Cornwall Council kept them very or fairly well informed about the services and benefits it provides, up from 51% in 2019.
  • 55% agreed that the Council and the police are dealing with ASB and crime issues that matter in the local area, up from 43% last year.
  • 43% of residents agreed the Council is efficient and well run, up from 32% in 2019.




  • A majority of people said they were satisfied with the way the Council is supporting residents and their household during the coronavirus pandemic, with the majority also saying they were satisfied with the way the council is supporting their local community, and that they were satisfied with the way the council has kept them informed during the coronavirus pandemic