3.2
Informal residential areas
Demographics and other information
D1
Home language
Afrikaans, English, Zulu, Xhosa, North Sotho, South Sotho, Tswana,
Tsonga, Venda, Ndebele, Swazi, Other
D2
To what extent do you understand the following languages?
Afrikaans, English, Sepedi, Sesotho, Setswana, Tsonga, Venda,
Xhosa
Very well, quite well, not at all.
D3
Age
16-24, 25-34, 35-49, 50-64, 65+
D4
Sex
Female, male
D5
Race
African, Coloured, Indian, White
D6
Monthly Household income
R1 to R99
R1000 to R1099
R8000 to R8999
R100 to R199
R1200 to R1399
R9000 to R9999
R200 to R299
R1400 to R1599
R10000 to R10999
R300 to R399
R1600 to R1999
R11000 to R11999
R400 to R499
R2000 to R2499
R12000to R13999
R500 to R599
R2500 to R2999
R14000 to R15999
R600 to R699
R 3000 to R 3999
R16000 to R17999
R700 to R799
R4000 to R4999
R18000 to R19999
R800 to R899
R5000 to R5999
R20000 +
R900 to R999
R6000 to R6999
Refused/Don’t know
R1000 to R1099
R7000 to R7999
D7
Type of dwelling
Informal dwelling / shack, house, flat, cluster house, town house /
duplex flats, semi-detached
Ia. INTERVIEWER RECORD:
How far away is the closest outside tap?
Ib & c. INTERVIEWER RECORD:
b Can the tap be turned on and off? Yes, no
c Does it leak? Yes, no
3.2.1
Question 1.a
How satisfied are you with the overall performance of the City of Cape Town
in providing water and sanitation services to residents?
Would you say you are very satisfied, somewhat satisfied, dissatisfied, very
dissatisfied or not sure?
Ques tion 1
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
2002
2003
2004
Not s ure
3
6
4
2006
4
V ery dis s atis fied
13
25
31
17
Dis s atis fied
12
24
28
32
S omewhat s atis fied
20
20
15
28
S atis fied
52
25
22
19
3.2.2
Question 2
Who would you contact when you experience …

A leaking tap on site / in the dwelling?

A water leak in the street?

A broken/blocked toilet system?

A blocked sewer in the street?
Would you contact a plumber, the municipality, a friend / family member / fix it
yourself or other?
Q ues tion 2 H is tory
100%
80%
60%
A leaking
tap
40%
A water leak
in the street
A broken / blocked
toilet system
A blocked sewer
in the street
20%
0%
O ther
F riend / F amily member / F ix it mys elf
Municipality
P lumber
2003 2004 2006 2007 2003 2004 2006 2007 2003 2004 2006 2007 2003 2004 2006 2007
19
9
18
13
17
9
22
10
18
8
15
10
18
9
16
7
2
0
4
18
2
0
1
0
1
0
8
6
1
0
2
0
72
79
40
38
75
79
53
52
73
83
57
49
75
84
59
55
4
4
14
16
3
5
3
1
5
4
3
6
3
3
0
0
3.2.3
Question3
Thinking about the relationship between you personally as a user of Water
Services, and the supplier of Water Services, i.e. the Municipality, which one
of the following words would you use to describe you personally?
As a resident, client, customer, consumer, citizen, part of the community or
part of the people
3.2.4
Question 4.a
How long ago, if ever, have you dealt with anyone from the municipality
regarding any of the following?

To report a water leak in the street.

To report a water pipe burst.

To report a blocked sewer in the street.

To enquire about water restrictions.

To enquire/complain about the quality of water.

To enquire/complain about the smell from the waste water treatment
plant.

To enquire / complain about the waste water overflow at a nearby pump
station.
Would you say it was in the past month, in the past 6 months, in the past
year, longer than a year ago or never?
3.2.5
Question 4.b
To what extent would you agree with each of the following statements?

I was treated in a professional and courteous manner.

I was immediately directed to the person who could best see to my
needs.

The problem was resolved in a reasonable time.

They followed up with me to find out if the problem had been sorted out.
Do you: Completely agree, agree, disagree, disagree completely or are you
not sure?
3.2.6
Question 4.c
What method of contact did you mostly use during the contacts previously
mentioned?

Seeing someone.

Calling the Water Services Hotline.

Calling the City’s Call Centre.

Sending a fax.

Sending a letter.

Sending an e-mail.
3.2.7
Question 4.d
Have you dealt with anyone from the municipality regarding anything else?
3.2.8
Question 5a
As far as you know, were the people in this area where you live consulted
when decisions were taken about the provision of basic water and sanitation
to this area?
3.2.9
Question 5b
Which of the following were used to include the people and to provide
information?
Public meetings, brochures, door-to-door visits, councillor’s visits or other
Q5b
O ther, 0%
C ouncillors vis its , 10%
D oor-to-door vis its , 2%
P ublic meetings
B rochures
B rochures , 0%
D oor-to-door vis its
C ouncillors vis its
O ther
P ublic meetings , 50%
3.2.10 Question 6a
How satisfied or dissatisfied are you with each of the following?

Taste of the water

Smell of the water

Colour of the water

Texture of the water (hard / soft)

Water pressure when you turn on the tap

Quality of water to drink
Would you say you are very satisfied, somewhat satisfied, dissatisfied, very
dissatisfied or not sure?
3.2.11 Question 6b
Why do you say that you are dissatisfied with the:

Quality of water to drink?

Taste of the water?

Smell of the water?

Colour of the water?

Texture of the water (hard / soft)?

Water pressure when you turn on the tap?
Taste of the water
Taste not good
It is tasteless does
not taste like a pure
water
Smell of the water
Water leaking from the tap
make a funny smell
It cause infections to the
children
Colour of the water
It cause infections to the
children
Because when they are
cleaning water the smells funny
The tap is located next to the
toilets which are dirty
Texture of the water Water pressure when you
(hard / soft)
turn on the tap
Comes out hard and spreads
everywhere
Hard and spreads all over
Water comes out very little
sometimes does not come out
at all
Water doent come out taps are
broken
Big waste because its on all the
time
Pressure when turining on the
tap is very high
Quality of water to drink
Its not right at all because you
cant drink it
Sometimes water colour and
smell does not appear as
usually
3.2.12 Question 7
To what extent you agree or disagree with each of the following:

Most people are conscious of conserving water.

It is our duty to report water leaks in the street.

Waste water often pollutes our rivers.

In Cape Town, water costs less than anywhere else in South Africa.

We generally pay too much for water.

We generally pay too much for the sewerage service.

Most people pay for services over and above the free allocations.

It is illegal to discharge rain water into the sewer system.

It is illegal to discharge water from dishes / clothes / bath / shower into
the storm water system.
3.2.13 Question 8
To what extent do you agree or disagree with the following statements
regarding water restrictions?

Most people adhere to water restrictions when they are introduced.

Water restrictions are only introduced if they are really necessary.

All the water restrictions have now been lifted.

Last year’s stringent water restrictions should have stayed in place for
longer.

At the moment, no watering of gardens or lawns is permitted during the
hours of 10h00 and 16h00.
Do you agree completely, agree, disagree, disagree completely or are not
sure?
3.2.14 Question 9.a
Have you heard of the City’s National Water Week initiative?
Yes or no?
3.2.15 Question 9.b
Where did you hear about the City’s National Water week initiative?
On the radio, in the news papers, on the television or other?
3.2.16 Question 9.c
Did you, or any member of your family take part in any of the National Water Week
Initiative activities?
Yes, no, don’t know?
3.2.17 Question 10.a
Thinking back over the past year, have you/your household changed your
behaviour, specifically to conserve water, or not?
3.2.18 Question 10.b
What was your main reason for changing your behaviour to conserve water?

Information provided on water conservation.

Had to use less, because the price of services increased.

Had to adhere to the water restrictions.

Other.
3.2.19 Question 10.c
In what way have you / your household changed your behaviour specifically
to conserve water over the past year?

Installed a borehole on the property.

Making use of water from a river.

Re-using water from the bath / shower.

Planted indigenous plants / water saving plants.

Removed some of our lawn / grass.

Changed the type of lawn / grass.

Paved certain areas on the property.

Gravelled certain areas on the property.

Installed an irrigation system to water the garden.

Installed a controlled irrigation system to water the garden.

Installed drip irrigation.

Installed water efficient fittings on the taps / shower.

Installed a water saving device in the toilet (such as a hippo bag).

Other.
3.2.20 Question 11a
How many buckets of water does your household consume (e.g. for cooking,
bathing, washing, drinking etc.) on average per day?
1 -2 buckets, 3 – 4 buckets, 5 – 6 buckets, 7 – 8 buckets, 9 – 10 buckets or
11 and more buckets
3.2.21 Question 12.a
What is the water from the borehole mainly used for?

To water the garden

As drinking water

To wash the car

Personal Hygiene

Other
No data
3.2.22 Question 13a
Which of the following services do you believe are part of your rights as a
resident of Cape Town?
In terms of water…Access to basic water supply (stand pipe within 200
metres from where you live)
In terms of water…20 litres (2 buckets) per person, per day, free water
Yes, no, don’t know
3.2.23 Question 13.b
Do you pay for this water?
3.2.24 Question 13.c
Which of the following services do you believe are part of your rights as a
resident of Cape Town?

In terms of basic sanitation…Health and hygiene education

In terms of basic sanitation...Toilet facilities that are hygienic and safe

In terms of basic sanitation…Access to a bucket type toilet

In terms of basic sanitation…Access to a flush type toilet

In terms of basic sanitation…Access to a pit/ventilated pit latrine

In terms of basic sanitation…Access to a chemical toilet
Yes, no, don’t know
3.2.25 Question 13.d
Do you pay for this water?
3.2.26 Question 14.a
Which of the following are provided?

In terms of water…Access to basic water supply (stand pipe within 200
metres from where you live)

In terms of water…20 litres (2 buckets) per person, per day, free water

In terms of basic sanitation…Health and hygiene education

In terms of basic sanitation...Toilet facilities that are hygienic and safe

In terms of basic sanitation…Access to a bucket type toilet

In terms of basic sanitation…Access to a flush type toilet

In terms of basic sanitation…Access to a pit/ventilated pit latrine

In terms of basic sanitation…Access to a chemical toilet
Yes, no, don’t know
3.2.27 Question 14.b
And which of these do you have continuous access to?

In terms of water…Access to basic water supply (stand pipe within 200
metres from where you live)

In terms of water…20 litres (2 buckets) per person, per day, free water

In terms of basic sanitation…Health and hygiene education

In terms of basic sanitation...Toilet facilities that are hygienic and safe

In terms of basic sanitation…Access to a bucket type toilet

In terms of basic sanitation…Access to a flush type toilet

In terms of basic sanitation…Access to a pit/ventilated pit latrine

In terms of basic sanitation…Access to a chemical toilet
Yes, no, don’t know
3.2.28 Question 14.c
Have you ever had something preventing you from accessing free basic water
and sanitation?
Yes, no
3.2.29 Question 14.d
What prevented you?
Broken handle
The toilets are not working
We do not have free toilets
Not all of us have keys to the toilet
Toilet are full and not been cleaned by municipality
Bucket toilets are full and have not been emptied
Toilets are broken and water is running. They use neighbours toilets and the neighbours are
complaining
Municipality does not fix the taps and toilets so we steal water from other people and use bushes as
our toilets
Toilets are vandalised and taps are broken
I cannot use toilet because it is not available
In terms of sanitation sometimes toilets are not in good condition they small and have lots of flies
Toilets are not in use because of smell and dirt we decided not to use it anymore
Water cuts by municipality over weekends
Water cuts by municipality
Stolen taps by some members of the community
Lack of toilets in our area - had to go to the other areas to use a toilet
Increase in water bills by the municipality
3.2.30 Question 14.e
Is it in a working order, or not?

In terms of water…Access to basic water supply (stand pipe within 200
metres from where you live)

In terms of water…20 litres (2 buckets) per person, per day, free water

In terms of basic sanitation…Health and hygiene education

In terms of basic sanitation...Toilet facilities that are hygienic and safe

In terms of basic sanitation…Access to a bucket type toilet

In terms of basic sanitation…Access to a flush type toilet

In terms of basic sanitation…Access to a pit/ventilated pit latrine

In terms of basic sanitation…Access to a chemical toilet
Yes, no, don’t know
3.2.31 Question 14.f
Who provided the …?

In terms of water…Access to basic water supply (stand pipe within 200
metres from where you live)

In terms of water…20 litres (2 buckets) per person, per day, free water

In terms of basic sanitation…Health and hygiene education

In terms of basic sanitation...Toilet facilities that are hygienic and safe

In terms of basic sanitation…Access to a bucket type toilet

In terms of basic sanitation…Access to a flush type toilet

In terms of basic sanitation…Access to a pit/ventilated pit latrine

In terms of basic sanitation…Access to a chemical toilet
Council / municipality, self / community, other or don’t know
3.2.32 Question 14.g
And who maintains this service?

In terms of water…Access to basic water supply (stand pipe within 200
metres from where you live)

In terms of water…20 litres (2 buckets) per person, per day, free water

In terms of basic sanitation…Health and hygiene education

In terms of basic sanitation...Toilet facilities that are hygienic and safe

In terms of basic sanitation…Access to a bucket type toilet

In terms of basic sanitation…Access to a flush type toilet

In terms of basic sanitation…Access to a pit/ventilated pit latrine

In terms of basic sanitation…Access to a chemical toilet
Council / municipality, self / community, other or don’t know
3.2.33 Question 14.h
Who provided the funds to build these facilities?

In terms of water…Access to basic water supply (stand pipe within 200
metres from where you live)

In terms of water…20 litres (2 buckets) per person, per day, free water

In terms of basic sanitation…Health and hygiene education

In terms of basic sanitation...Toilet facilities that are hygienic and safe

In terms of basic sanitation…Access to a bucket type toilet

In terms of basic sanitation…Access to a flush type toilet

In terms of basic sanitation…Access to a pit/ventilated pit latrine

In terms of basic sanitation…Access to a chemical toilet
Council / municipality, self / community, other or don’t know
3.2.34 Question 14.i
Who provides the funds to maintain these facilities?

In terms of water…Access to basic water supply (stand pipe within 200
metres from where you live)

In terms of water…20 litres (2 buckets) per person, per day, free water

In terms of basic sanitation…Health and hygiene education

In terms of basic sanitation...Toilet facilities that are hygienic and safe

In terms of basic sanitation…Access to a bucket type toilet

In terms of basic sanitation…Access to a flush type toilet

In terms of basic sanitation…Access to a pit/ventilated pit latrine

In terms of basic sanitation…Access to a chemical toilet
Council / municipality, self / community, other or don’t know
3.2.35 Question 15
How many families, including your own, have access to the toilet facilities that
you are using?
Question 16.a
Which one of the following types of toilets do you believe is the most expensive
to maintain?
Bucket type toilet, flush type toilet, ventilated pit latrine, chemical toilet or don’t
know
Question 16.b
Which one of the following types of toilets do you believe is the least expensive
to maintain?
Bucket type toilet, flush type toilet, ventilated pit latrine, chemical toilet or don’t
know
3.2.36 Question 17
What are the hygiene-related problems that your household has encountered as
a result of unhygienic sanitation services?
Unpleasant smell, getting dirty, health problems or nothing
3.2.37 Question 18.a
If you already have access to BASIC toilet facilities, would you be prepared to
pay money to have access to a higher level of toilet facilities, or not?
3.2.38 Question 18.b
How much would you be willing to pay per month for access to higher services
such as an individual yard tap or on site-sanitation?
3.2.39 Question 19.a
Do you think the regulation of water services is important?
Yes, no, don’t know
3.2.40 Question 19.b
Why?
For health promotion and prevention of certain disease
To conserve water by using it wisely
Because people will be able to save water
We need water to do most things
People need to be educated to be water wise
Municipality need to monitor our areas
To always have access to clean and pure water anytime
If regulation of water services cannot exist people can use water as they
want and water in Cape Town can become scarce
4
19
6
5
1
1
1
1
3.2.41 Question 19.c
How would you see yourself getting involved?

By raising your individual concerns with a councillor

By providing information to the relevant complaints desk when there are
water interruptions or leaks

By getting involved with a local committee that brings all the concerns that
your area has with services and raises it directly with the water department

Other
3.2.42 Question 20
Do you think it is important to report problems relating to water services and
sanitation to the municipality?
3.2.43 Question 21
How satisfied are you with the overall performance of the City of Cape Town in
providing services to residents?
Would you say you are very satisfied, somewhat satisfied, dissatisfied, very
dissatisfied or not sure?