Three Borough Satisfaction Survey May 2016


The survey was carried out over a four-week period from mid-May to mid-June 2016 in the following three Build on Belief services, using the question set and template agreed with the three borough commissioning team for the Royal Borough of Kensington and Chelsea, the London Borough of Hammersmith & Fulham, and the City of Westminster.

Acorn Hall Weekend Service

Coach House Weekend Service

Sports and Leisure Service

The total sample size is 106 individuals, all service users, who accessed the above services during the time period above.

It should be noted that there were small inconsistencies in the survey, which was self-reported, but the number was very small and was mostly due to individuals ticking more than one field.

Many of the statistics have been compared to the Build on Belief Impact Evaluation of 2014, although it should be borne in mind that the Impact Evaluation looked at every Build on Belief service and not just those in the three boroughs.


Q1. What is your borough of residence?

Kensington & Chelsea 60 (57%)

Hammersmith & Fulham 21  (20%)

City of Westminster 17 (16%)

Other 2 (2%)

Declined to answer 6 (6%)



Q2. In which age range do you fall?

16 – 20 years 0 (0%)

21 – 25 years 1 (1%)

26 – 30 years 7 (7%)

31 – 35 years 18 (17%)

36 – 40 years 8 (8%)

41 – 45 years 28 (26%)

46 – 50 years 22  (21%)

51 – 55 years 14 (13%)

55 + 5 (5%)

Declined to answer 3 (3%)

NOTE: The Build on Belief Impact Evaluation of 2014 reported 78% of service users being over the age of 35 and 37% being over the age of 45. Here the percentages are almost identical, being 72% and 38% respectively.

Q3. Please state your sexuality.

Heterosexual 92 (87%)

Bi-sexual  2 (2%)

Homosexual 6 (6%)

Other 0 (0%)

Declined to answer 6 (6%)

NOTE: YouGov reports that 89% of the population regard themselves as heterosexual, and 11% do not. Therefore, the percentage of non-heterosexual individuals accessing the above services 3.5% below the national average. However, this may not be significant since if only four of those who declined to answer were non-heterosexual, the figure would rise to 11%.

Q4. What is your ethnicity?

White British 61 (58%)

White Irish 9 (8%)

White Other 8 (8%)

African 2 (2%)

Caribbean 9 (8%)

Other 1 (1%)

White & Black African 2 (2%)

White & Black Caribbean 6 (6%)

Other 0 (0%)

Asian 5 (5%)

Arab 2 (2%)

Declined to answer 1 (1%)

NOTE: Interestingly, the figures for ethnicity are almost entirely identical to those in the 2010 SUDRG Impact Evaluation and the 2014 Build on Belief Impact Evaluation. It is worth noting that they compare favourably to the ethnicity of Kensington and Chelsea 2001 (see below) and are substantially higher than the figures recorded by Public Health England when measuring the ethnicity of people recorded on NTDMS. The only ethnic demographic where we fall significantly below both the percentage population for Kensington & Chelsea and the PHE average is ‘other white.’


Ethnicity in Kensington and Chelsea 2001

White British                                    50%

White Other                                      28%

Black                                                  7%

Asian                                                  5%

Other                                                 10%

Q5. What is your current housing status?

Own Home  4 (4%)

Social Housing 74 (70%)

Hostel 9 (8%)

Supported Housing 12 (11%)

Living with parents 0 (0%)

Staying with Friends 2 (2%)

No Fixed Abode 3 (3%)

Privately Rented 1 (1%)

NOTE: The number of individuals accessing Build on Belief services who are resident in local hostels is surprisingly low. It is clear that there is a targeted piece of work to be done to see if the number of hostel residents engaging with our services can be increased.


Q6. What is your current employment status?

Full-time Employment 2 (2%)

Part-time Employment 5 (5%)

Job Seekers Allowance 15 (14%)

Employment Support Allowance 75 (71%)

Personal Independence Payment 22 (21%)

Pension Credits 1 (1%)

Declined to Answer 1 (1%)

NOTE: A number of individuals ticked more than one box, mostly those claiming both Employment Support Allowance and Personal Independence Payments. There has been a small increase in people claimed ESA and JSA when measured against the Impact Evaluation of 2014, along with a small decrease for those in full-time employment.


Q7. Education, Training and Employment

Are you accessing the ETE programme?  15 (14%)

Have you ever accessed the ETE programme? 17 (16%)

Would you like to access the ETE programme? 35 (33%)

Not interested 36  (34%)

NOTE: A significant number of individuals who were not interested in accessing ETE, around two thirds, reported alcohol as their problematic substance. It is worth speculating that their lack of interest in ETE might well be related to the fact they have employment histories and regard ETE as irrelevant. It should also be noted that the majority of individuals who wished to access ETE regarded themselves as being in recovery and were not in structured treatment and therefore unable to access the service. Nevertheless, there is a significant demand.


Q8. What is your current substance use?

Alcohol 19 (18%)

Drugs  28 (26%)

Alcohol and Drugs 12 (11%)

Abstinent 42 (40%)

Declined to answer 1  (1%)

NOTE: The percentage of individuals who regarded themselves as abstinent is almost double the number (21%) recorded in the 2014 Impact Evaluation. It is not possible to tell if this reflects an improvement in the performance of the local treatment system, or an increase in the number of individuals using Build on Belief as an aftercare service, but it should be noted that the Sports and Leisure Services have traditionally been accessed by those who are abstinent, and this may be reflected in the above percentages, whereas this figure would have been ameliorated in the Impact Evaluation because of the inclusion of other Build on Belief services.


Q9. What is your current treatment status?

Accessing local drug treatment service? 35  (33%)

Accessing local alcohol treatment service?  19  (18%)

Not accessing treatment (referral required) 6  (6%)

In recovery (treatment not needed) 45 (42%)

Declined to answer 1  (1%)

NOTE: It will be checked in supervision with the two service managers responsible for these projects to ensure the 6% are referred into structured treatment.


Q10. Do you currently smoke tobacco?

Yes 53 (50%)

No 53 (50%)

NOTE: Compared to the 2014 Impact Evaluation there is a 23% decrease in the number of individuals who reported smoking. It would have been interested to find out how many individuals now ‘vaped’ instead. Personal observation would suggest it is a significant number.


Q11. Would you like support to stop smoking?

Yes 32 (30%)

No 21 (20%)

Not applicable 53   (50%)

NOTE: It is clear there are a significant number of people who would like support to stop smoking. The probability of working with another organisation to do this at the weekend seems small, but it would be worth considering using a half day per week at the Café in Warwick Road to run some form of smoking cessation service.

Q12. What is your current health status?

Physical health problem 27 (25%)

Medication prescribed for physical health problem 24 (23%)

Mental health problem  42  (40%)

Medication prescribed for mental health problem 40 (38%)

No health problems 42 (40%)

Declined to answer 4 (4%)

NOTE: It is clear that there is a considerable complexity of need among local service users with 60% reporting a physical or mental health problem (or both) almost all of which are being medically treated. On a positive note, there is a reduction of 23% on reported mental health problems and a 25% reduction on reported physical health problems when compared to the 2014 Impact Evaluation.

It worth noting that the data clearly showed that those individuals with mental health problems accessed Build on Belief services for a far greater period of time than those without. Considering the high number of people who consider themselves to be in recovery, this can be viewed as good value for money.

Q13. How long have you been accessing Build on Belief services?

3 months or less 21 (20%)

6 months or less 15 (14%)

9 months or less  7 (7%)

One year 15 (14%)

Two years   11 (10%)

Three years 7  (7%)

Four years  9 (8%)

Five years +  12   (11%)

NOTE: It was a surprise to see the highest cohort was for those who had accessed for three months or less, and that at least 41% had accessed the services for a year or less. It is gratifying to be able to demonstrate that Build on Belief is outward facing and has a constant through-put of service users, as well as providing support for those with complex needs for a longer time period.


Q14. This service aids my ‘recovery’?

Strongly agree 29 (27%)

Agree 58  (55%)

Neither Agree nor disagree 10 (9%)

Disagree 2  (2%)

Strongly disagree 1 (1%)

Declined to answer 6 (6%)

NOTE: There are two points worth noting. All of the individuals, bar one, who neither agreed nor disagreed with the question had been accessing the service for three months or less. It is worth considering that their limited experience of Build on Belief did not give them sufficient time to make a valued judgement when answering the question.

Secondly, the individuals who felt that the service did not aid their recovery, nevertheless felt that it met their needs and that they were satisfied with the service they received. Could it therefore be that it did not aid their recovery because it is not abstinent based and offers no therapeutic support?


Q15. The service meets my needs.

Strongly agree  33  (31%)

Agree 58 (55%)

Neither agree nor disagree   8  (8%)

Disagree  0 (0%)

Strongly disagree 0 (0%)


Q16. Overall I am satisfied with the service I receive

Strongly agree  27  (25%)

Agree  67 (63%)

Neither agree nor disagree 6  (6%)

Disagree 0 (0%)

Strongly disagree 0  (0%)

NOTE: It is encouraging that 86% of respondents felt the service met their needs, and 88% were satisfied with the service they received, as well as they fact that no one answered negatively in either Q15 or Q16. It was noted that half of the individuals who neither agreed nor disagreed had been accessing the service for more than a year, and in several cases for a period of years. I leave you to draw your own conclusions.

Q17. What do you like most about this service?

Food and drink 60 (57%)

Friendly atmosphere 66 (62%)

Volunteers 16 (15%)

Music Workshop 9 (8%)

Socialising 7(67%)

Art Workshop 13 (12%)

Yoga 6 (6%)

Alternative therapies 13 (12%)

Badminton 27 (25%)

Gym and Swim 36 (34%)

Meditation 4 (4%)

CBT Group 11 (10%)

Support 27 (25%)

Advice and Information 28 (26%)

Other 1 (1%)

NOTE: It is extremely encouraging to see that when asked what they like about the service, both ‘socialising’ and friendly atmosphere score above ‘food and drink’, demonstrating that the service(s) still meet the purpose for which they were originally intended, and are able to help people overcome the social isolation that so often comes with addiction in a manner that clearly meets their needs.