Project
Amanzi
Presentation
prepared for City
of Cape Town
May 2009
0
Introduction & background
User profile
Findings
Summary
1
The City of Cape Town
…manages the local governance of Cape Town and therefore has the important responsibility of
delivery basic services. The City fulfils its mandate for the provision of basic water supply and
sanitation services to business and residents of Cape Town via the Department of Water and Sanitation,
Vision of the Department of Water and Sanitation:
Become a leader in the provision of equitable, sustainable, people-centred, affordable and
credible water services for all.
Realising these objectives rests upon:
1
2
Identifying and confirming residents’ and businesses’ needs
Measuring and improving satisfaction levels
The research need is therefore to:
Evaluate the
current level of
service provided
2
Understand the
future needs of
residents and
businesses
Identify key areas
for improvement
The research need
Resident research
Informal resident survey
Business survey
Sample size: 450
Sample size: 150
Sample size: 50
Residents of formal
residential areas
Residents of informal
residential areas
Businesses registered on
RSC Levy database (2004)
Face-to-face interviews
Face-to-face interviews
10 March – 1 April 2009
10 March – 1 April 2009
CATI (Computer Assisted
Telephonic interviews)
Formal resident survey
3
Business research
9 – 20 March 2009
Project design
What?
Why?
How?
 Perception and satisfaction survey
 Evaluate the current level of service provided by the Dept of Water and Sanitation; understand the
future needs of residents; inform the development planning agenda for the City of Cape Town
 Quantitative research design
 Face-to-face in=home interviews
 30-minute questionnaire in English or Afrikaans
Whom?
 Residents of the City of Cape Town aged 18+
 Respondents identified through a random sampling rule within pre-defined, representative suburbs
 Respondent within each household must be responsible for paying the water / rates bill
How
many?
 Total sample of 450
 Quotas on 150 high income, 150 middle income and 150 low income respondents
When?
 In field from 10 March to 1 April 2009
Please note that due to a revised
questionnaire in 2009, this data is not
comparable with previous years’ data
4
Sample and methodology
Essential services
Which areas of service delivery have improved or got worse since 2007/8?
Improved
%
2007/8
2008/9
31
23
37
27
Service areas
Deteriorated
%
2007/8
2008/9
Water
Sanitation
10
13
7
9
Scores (out of 5) for water and sanitation, compared with 2007/8
6
Ranked by improvement scores
2007/8
2008/9
Water provision
3.3
3.2
Giving you access to clean water
3.5
3.6
Giving you an uninterrupted water supply
3.4
3.4
Effectively managing water restrictions
3.3
3.3
Water costs being affordable
3.1
3.0
Sewerage and sanitation
3.1
3.0
Managing sewerage and sanitation
3.1
3.1
Immediately attending to sewerage and sanitation problems
3.0
2.9
Snippets from Project Robben
Introduction & background
User profile
Findings
Summary
7
Significantly greater or
less than other housing
types
Total
(n=450)
Low income
(n=150)
Middle income
(n=150)
High income
(n=150)
18-24 years
2
3
2
1
25-34 years
11
15
11
6
35-49 years
40
44
33
42
50-64 years
32
25
37
32
65+ years
16
13
17
19
Black
12
25
11
1
Coloured
65
75
81
38
Indian
1
0
1
1
White
22
1
7
59
English
32
19
30
47
Afrikaans
57
58
59
53
Xhosa
11
23
9
0
Female
61
71
56
57
Male
39
29
44
43
%
Age:
Race:
Home Language:
Gender:
8
Demographics
Significantly greater or
less than other housing
types
Total
(n=450)
Low income
(n=150)
Middle
income
(n=150)
High income
(n=150)
Up to R1999 per month
18
47
6
3
R2 000 – R4 999 per month
24
31
30
11
R5 000 – R9 999 per month
15
5
28
13
R10 000 – R14 999 per month
7
1
9
12
R15 000 – R19 999 per month
4
0
6
7
More than R20 000 per month
4
0
1
11
Refused/don’t know
27
16
21
43
R4,100
R 1,900
R 5,450
R 11,300
House
86
78
81
99
Flat
6
14
3
0
Cluster house
3
5
4
0
Town house or Duplex flats
1
0
1
1
Semi-detached
4
3
11
0
%
Monthly Household Income:
Median household income
Type of Dwelling:
9
Demographics
Very
well
Quite
well
A little
Not at
all
Xhosa
11
1
5
83
English
50
34
14
1
Afrikaans
69
18
8
4
n=450
Level of
understanding –
Language:
Low income respondents are significantly
more likely to understand Xhosa very well and
not understand Afrikaans or English very well
High income respondents are significantly
more likely to understand English very well
and less likely to understand Afrikaans
10
Language understanding
Introduction & background
User profile
Findings
User behaviour
Communication with the City of Cape Town
Satisfaction
Responsible water usage
Summary
12
Base: n=450
in the street 22 7
on site or outside
214
the building
Water
leakages…
in the dw elling 4 13
Problems w ith
burst w ater pipes
14
0%
21
Q.2a, 2b
Water leakages in the street
are the most problematic
with 32% having
experienced a problem in
the past few months
74
14
79
18
76
Daily
13
69
18
20%
Overall problems with
water leakages and bust
water pipes are
experienced very
infrequently
40%
Weekly
60%
Monthly
Low income housing is more
likely to have experienced water
leaks in the street and on site
or outside the building as well
as problems with burst water
pipes every few months than
the other housing types and less
likely to have never experienced
these
80%
100%
Every few months
Never
They are also more likely to have
experienced water leaks in the
dwelling on a daily basis
Problems with water leakages and burst pipes
Base: n=450
A leaking tap on site or in the dw elling
39
30
A broken or blocked toilet system
42
20 2 4
A blocked sew er on site or your
property
A leak at the meter
25
8
23
1 15 1 6
8 1 14
25
31
52
66
28%
35%
58%
80%
A w ater leak in the street (outside the
32 41 17
yard)
71
88%
A blocked sew er in the street (outside
222 41 16
the yard)
73
89%
Plumber
Dial 107
Other
Local office
15
Q.2c
0%
20%
40%Corporate
60% 80%
call centre
100%
Friend or family or fix it yourself
Technical operations centre
TOC and Local office (nett)
Local office is
contacted primarily
for problems outside
a private property,
leaks at the meter or
blocked sewers
Low income respondents are
more likely to also contact
the local office for leaking
taps on site and broken or
blocked toilets
Contact when experiencing problems with water leakages,
toilet systems or sewers
Significantly greater or
less than other housing
types
Base: n=450
71
74
73
67
It is not permitted to water
gardens or lawns between
the hours of 10h00 and 16h00
It is illegal to let water from
dishes or clothes or baths or
showers into the storm water
system
21
13
24
27
16
It is illegal to let rain water into
the sewer system
7
None
17
Q.9
17
24
23
22
19
28
Total (n=450)
Low (n=150)
Middle (n=150)
High (n=150)
The bylaw most residents are aware of is
that it is not permitted to water gardens
between 10am and 4pm
High income residents more likely to be
aware of other bylaws
One fifth of the residents
interviewed are, however, not
aware of any of these bylaws
Awareness of bylaws
Base: n=450
Base: n=256 (Respondents who drink bottled water)
No significant differences between groups
Reasons to drink bottled water
38
43
38
34
I believe it is purer or cleaner
than tap water
I believe it is the best thirst
quencher
I prefer the taste of water to
cold drink or other beverages
Frequently – 23%
Seldom – 34%
Never – 43%
Out and about
I see everyone drinks bottled
water these days
I want to lose or control weight
Other
18
Q. 6a.6b
18
20
22
11
18
15
14
24
9
5
11
13
7
8
8
6
2
2
2
2
7
6
5
9
Total (n=256)
Low (n=84)
Middle (n=85)
High (n=87)
Consumption of bottled water
Significantly greater or
less than other housing
types
Base: n=450
High: 13%
Middle: 6%
6%
Low: 1%
Base: n=25* (Respondents who have installed a
personal water filtering system at home)
Reasons for installing personal
water filtering system
Water is cleaner
60
Tap water tastes bad
24
Health reasons
20
Poor quality of tap water
12
Tap water smells bad
94%
Yes
8
Want to use certain amount of water
for bathing
4
General filtration
4
Removes chemicals from water
4
No
*Caution very small base size
20
Q. 6c. 6d
Fitting of personal water filtering system
Introduction & background
User profile
Findings
User behaviour
Communication with the City of Cape Town
Satisfaction
Responsible water usage
Summary
21
Base: n=450
To ask or complain about the quality of water 114 4
91
To report missing or broken street furniture, like
014 3
manhole covers, sewer lids
91
To ask or complain about the smell from the waste
122 4
water treatment plant
90
To ask or complain about the waste water overflow 02 4 5
88
To ask about water restrictions 015 7
87
To ask about your water connection 024 6
87
79
To report a blocked sewer in the street 15 4 11
To report a blocked sewer in your property 12 5
To report a burst water pipe
15
27 7
To ask about your water or sewer account or meter
36
readings
8
To report a water leak in the street, outside the yard 3 6 7
In the past month
22
Q.4a
In the past 6 months
For the most part
respondents have dealt
very little with the
municipality in the past
year
78
9
76
9
74
12
72
In the past year
Longer than a year ago
Never
Most recent interactions
have involved reporting
blocked sewers, burst water
pipes and water leaks and
enquiring about accounts or
meter readings
Last dealt with the municipality
Base: n=240
Improvement areas
Although contact with the
municipality was generally
rated well there are some
areas to address:
100%
14
20
22
26
39%
80%
25
More than half disagreed that
the municipality had followed up
to find out if the problem had
been sorted out
65%
70%
60%
83%
45
48
40%
57
30
54%
19
20%
35%
24
18
26%
16
8
5
0%
They followed up to find
The problem was
out if the problem had resolved in a reasonable
been sorted out
time
Disagree completely
Disagree
You were immediately
directed to the person
who could best see to
your needs
Agree
10
You were treated in a
professional and polite
manner
Completely agree
15%
A third of respondents were
dissatisfied with the time taken
to resolve the problem – this
was particularly prominent at
44% among low income
housing residents
More than two thirds felt they
were directed to the correct
person
8 out of every 10 respondents
felt they were treated in a polite
and professional way. This is
significantly lower for low
income housing respondents
and an area for improvement
Contact with municipality in relation to water or
sanitation services
26
Q.4b
Excludes those who did not have contact with the municipality
Significantly greater or
less than other housing
types
Base: n=245
Local municipality
38
18
A council official
9
Called the City's Call Centre 0860 010 3054
Called the Technical Operations
Centre - 0860 010 3054
A municipal office such as the
library
Local water depo
Called emergency number 107
9
6
1
4
4
3
7
1
3
2
5
1
2
3
48
52
54
26
17
15
16
21
Total (n=245)
14
Low (n=97)
Middle (n=76)
High (n=72)
Almost half of those who have contacted
the municipality have used the local
municipality as a point of contact
This contact point is less likely to be used
by high income residents who are more
likely to mostly use the Technical
Operations Centre
1
2
Called emergency number 10111
30
Q.4c
3
3
Most used point of contact for the municipality
regarding water or sanitation services
No significant differences
between groups
99% of residents receive a water/sewerage account
Water bill
Overall
(n=444)
77
Low (n=146)
Sewerage bill
17
82
Middle
(n=150)
75
High (n=148)
76
0%
20%
14 4
20
16
40%
60%
80%
Easy to understand
31
15b
Overall
(n=444)
6
Low (n=146)
74
High (n=148)
74
100%
19
70
Middle
(n=150)
5
9
73
0%
Not so easy to understand
20%
40%
18
21
17
60%
80%
7
6
5
More than
70% of
residents find
both parts of
the bill easy to
understand
Almost one
fifth does
however think
it is not so
easy to
understand
9
100%
Almost impossible to understand
Understanding the water and sewerage bill
Significantly greater or
less than other housing
types
Water bill
Total (n=444)
36
Low (n=146)
43
45
Middle
(n=150)
20%
27
60%
80%
Accurate - every time
32
15b
40
Low (n=146)
20%
16
36
34
0%
19
41
44
High (n=148)
100%
41
42
Middle
(n=150)
20
45
40%
Total (n=444)
16
44
28
0%
21
39
36
High (n=148)
Sewerage bill
40%
20
60%
Accurate - almost always, but not every time
About one
fifth do not
think accounts
are accurate at
all
20
46
For the lower
income
residents, the
perception is
that accounts
tend to be
more accurate
80%
100%
Not accurate at all
Accuracy of the water and sewerage bill
Significantly greater or
less than other housing
types
Water bill
Total (n=444)
41
Low (n=146)
30
34
32
Middle
(n=150)
45
High (n=148)
42
0%
20%
23
Sewerage bill
29
Total (n=444)
43
34
Low (n=146)
38
32
Middle
(n=150)
36
40%
60%
22
80%
33
15b
Sometimes
20%
60%
High income
residents are
less likely to
be frequent
checkers
30
36
40%
Almost 3 in
10 residents
always
check their
account
28
33
22
43
0%
Never
29
48
High (n=148)
100%
29
22
80%
100%
Always
Frequency of checking the water and sewerage bill
Introduction & background
User profile
Findings
User behaviour
Communication with the City of Cape Town
Satisfaction
Responsible water usage
Summary
34
Base: n=450
GOAL: To ensure an 80% satisfaction level of all
customers in the provision of basic water services
SOURCE: Water Services Vision, November 2005
Overall
9
Providing drinking water
on tap
Maintaining the sewer
drainage system
35
Q.1a,1b,1c
3
7 2
12
5
29
48
25
26
Very dissatisfied
Dissatisfied
Very satisfied
Satisfied (TOTAL)
77%
82%
57
44
70%
77% of users are satisfied
with the overall
performance of the City of
Cape Town in providing
water and sanitation
services
Water services are rated
best with 82% satisfied
Servicing the sewer
drainage system had less
satisfied users than that of
water services with a 70%
satisfaction level
Somewhat satisfied
Satisfaction with provision of services
Significantly greater or
less than other housing
types
Low income housing
(n=150)
11
Middle income housing
(n=150)
9
High income housing
(n=150)
36
Q.1a
5
3
7 1
25
74%
49
25
80%
55
37
Very disatisfied
Dissatisfied
Very satisfied
Satisfied (TOTAL)
41
Middle income housing
respondents are most
satisfied with the overall
provision of services of
the City of Cape Town
while high income
respondents are the
least likely to be very
satisfied
Low income residents
are the least satisfied
78%
Somewhat satisfied
Satisfaction with provision of services - overall
Significantly greater or
less than other housing
types
Low income housing
(n=150)
8
Middle income housing
(n=150)
High income housing
(n=150)
37
Q.1b
5
7
51
22
76%
54
18
87%
69
36
Very distatisfied
Dissatisfied
Very satisfied
Satisfied (TOTAL)
Middle income housing
respondents are also the
most satisfied with the
provision of drinking
water on tap. The least
satisfied are low income
housing respondents
48
84%
Somewhat satisfied
Satisfaction with provision of services – providing
drinking water on tap
Significantly greater or
less than other housing
types
Low income housing
(n=150)
15
9
26
Middle income housing
(n=150)
7
4
High income housing
(n=150)
12
3
38
Q.1c
23
29
Very dissatisfied
Dissatisfied
Very satisfied
Satisfied (TOTAL)
66%
40
50
42
All housing groups are
less satisfied with the
maintenance of sewer
and drainage systems
relative to the provision
of drinking water on
tap, the least so being
the low income group
73%
71%
Somewhat satisfied
Satisfaction with provision of services –
maintaining the sewer drainage systems
5
Extremely
important
4.3
Ensures that the quality of water
meets
national
drinking
water
Provides
Ensures
the
that
regular
water
Provides
clearing
services
Provides
a
of
sustainable
are a reliable
supply
supply
of of
Provides accurate billings
based
standards
Restores
Ensures
Ensures
Extends
Encourages
that
service
Encourages
environmentally
the
water
municipality
within
business
and
the
6
hours
sanitation
public
friendly
to
use
to
use
sewers
to
prevent
affordable
blockages
water
for
future
water
generations
Ensures
Encourages
that
people
people
obey
to
pay
for
on actual monthly Ensures
meter adequate water
afteruses
an
waste
unplanned
services
water
water
water
wisely
water
to
wisely
interruption
systems
all
wisely
people
Provides
polite,
effective
and
legislation
the
about
water
the
and
use
sanitation
or
Minimises
the
loss
of
water
readings
pressure
during
peak supply
efficient misuse
communication
to
the
services
of water
that they use
community
4.5
4
Provides information with billings
Importance
3.5
3
2.5
City of Cape Town Water and Sanitation Department
is for the most part performing extremely well and
delivering to demands
2
All aspects may be considered priority areas
except, maybe, providing information with billings
1.5
Not at all
important
1
1
1.5
Poor
2
2.5
3
3.5
3.2
4
4.5
5
Excellent
Rating of City of Cape Town
39
Importance and performance
Ave. score:
3.2
Base: n=150
Provides a reliable supply of water 1 13
Ensures adequate water pressure during peak supply
32
15
8
Ensures the taste of the water is satisfactory 1
35
19
3.5
54
3.4
41
34
47
3.4
Ensures the smell of the water is satisfactory 0
19
36
45
3.4
Ensures the colour of the water is satisfactory 1
19
33
47
3.4
Ensures the texture of water is satisfactory 0
18
35
47
3.4
Provides a sustainable supply of water for future
2
generations
Ensures that the quality of water meets national
3
drinking water standards
Minimises the loss of water
Ensures environmentally friendly waste water systems
21
31
46
3.3
18
35
45
3.3
25
8
15
Extends water and sanitation services to all people 1
Restores service within 6 hours after an unplanned
11
interruption
Provides the regular clearing of sewers to prevent
4
blockages
18
23
33
34
3.2
35
32
3.2
37
34
31
Not applicable/Don't know
38
24
35
Poor/fair
Good
3.1
Above ‘low
income’ average
Unique to low income
31
2.9
Below ‘low
income’ average
31
2.9
Across all groups
very good/excellent
Rating of City of Cape Town regarding infrastructural
elements – Low income housing
40
Q.5b
Average excludes none/don’t know
Ave. score:
3.5
Base: n=150
Provides a reliable supply of water 03
31
Ensures that the quality of water meets national
2 9
drinking water standards
23
Ensures adequate water pressure during peak supply 3 5
3.8
66
35
Ensures the colour of the water is satisfactory 0 9
3.9
66
29
63
3.8
3.8
Ensures the texture of water is satisfactory 1 9
29
61
Ensures the taste of the water is satisfactory 0 9
29
62
Ensures the smell of the water is satisfactory 0 9
Provides a sustainable supply of water for future
generations
33
4 9
9
Restores service within 6 hours after an unplanned
interruption
18
Ensures environmentally friendly waste water systems
16
Provides the regular clearing of sewers to prevent
2
blockages
3.7
58
53
3.6
35
52
3.6
17
38
22
17
40
Not applicable/Don't know
26
33
34
Poor/fair
37
3.3
34
3.3
Below ‘middle
income’ average
33
3.3
Unique to middle income
24
Good
Above ‘middle
income’ average
3.7
33
Extends water and sanitation services to all people 1 13
Minimises the loss of water
3.8
57
2.8
Across all groups
very good/excellent
Rating of City of Cape Town regarding infrastructural
elements – Middle income housing
41
Q.5b
Average excludes none/don’t know
Ave. score:
3.0
Base: n=150
15
Provides a reliable supply of water 1
Ensures that the quality of water meets national
3
drinking water standards
44
19
Ensures the texture of water is satisfactory 1
22
Restores service within 6 hours after an unplanned
interruption
37
40
3.3
43
38
3.3
37
3.3
20
Ensures adequate water pressure during peak supply 1
11
3.3
40
39
45
18
3.2
26
Ensures the taste of the water is satisfactory 1
27
34
38
3.2
Ensures the smell of the water is satisfactory 1
25
37
37
3.2
39
37
3.2
Ensures the colour of the water is satisfactory 1
Provides a sustainable supply of water for future
generations
Extends water and sanitation services to all people
23
13
5
21
30
15
26
Minimises the loss of water
14
29
45
Not applicable/Don't know
3.1
25
33
Ensures environmentally friendly waste water systems
Provides the regular clearing of sewers to prevent
4
blockages
42
3.1
33
33
25
35
23
28
Poor/fair
23
Good
Above ‘high
income’ average
3.0
2.9
2.6
Below ‘high
income’ average
Across all groups
very good/excellent
Rating of City of Cape Town regarding infrastructural
elements – High income housing
42
Q.5b
Average excludes none/don’t know
Ave. score:
3.2
Base: n=150
Provides your household with 6000 free litres of water
per month
13
Encourages the public to use water wisely 2
Encourages business to use water wisely
11
Ensures that the municipality uses water wisely
13
Ensures that people obey legislation about the use or
misuse of water
12
Encourages people to pay for the water and sanitation
3
services that they use
Ensures that water services are affordable 0
29
19
17
20
29
3.2
44
27
3.2
39
35
8
39
41
30
Not applicable/Don't know
35
3.2
33
3.0
28
29
29
3.3
35
45
27
3.4
41
37
17
3.5
40
43
17
Provides accurate billings based on actual monthly
3
meter readings
Provides polite, effective and efficient communication
to the community
Provides information with billings such as
neighbourhood average usage and trends, personal
average, water saving tips, etc
13
18
29
30
Poor/fair
21
Good
3.0
Above ‘low
income’ average
Across all groups
Below ‘low
income’ average
3.0
Unique to low and
middle income
2.9
Across all groups
very good/excellent
Rating of City of Cape Town regarding customer
elements – Low income housing
43
Q.5b
Average excludes none/don’t know
Ave. score:
3.5
Base: n=150
Encourages the public to use water wisely 3 11
Provides your household with 6000 free litres of water
per month
Encourages people to pay for the water and sanitation
services that they use
31
13
20
5
Encourages business to use water wisely
19
11
Ensures that the municipality uses water wisely
17
15
Ensures that people obey legislation about the use or
3
misuse of water
Provides polite, effective and efficient communication
to the community
5
Provides accurate billings based on actual monthly
3
meter readings
Provides information with billings such as
neighbourhood average usage and trends, personal
9
average, water saving tips, etc
Ensures that water services are affordable 2
23
19
3.6
51
33
35
35
37
3.0
39
3.0
37
29
29
31
35
Not applicable/Don't know
32
29
27
Poor/fair
3.4
3.4
43
36
Good
Above ‘middle
income’ average
3.5
38
33
21
3.6
44
27
17
3.7
56
3.0
Below ‘middle
income’ average
Unique to low and
middle income
Across all groups
3.0
very good/excellent
Rating of City of Cape Town regarding customer
elements – Middle income housing
44
Q.5b
Average excludes none/don’t know
Ave. score:
3.0
Base: n=150
Encourages people to pay for the water and sanitation
services that they use
7
Provides polite, effective and efficient communication
to the community
7
29
Encourages the public to use water wisely
5
31
23
Encourages business to use water wisely
17
Provides your household with 6000 free litres of water
per month
17
Ensures that people obey legislation about the use or
misuse of water
11
17
Ensures that the municipality uses water wisely
Provides information with billings such as
neighbourhood average usage and trends, personal
average, water saving tips, etc
Provides accurate billings based on actual monthly
meter readings
9
5
Ensures that water services are affordable 2
35
40
24
33
27
24
31
29
37
47
31
31
35
3.0
3.0
24
3.0
24
3.0
21
2.9
33
21
2.8
34
21
37
28
55
Not applicable/Don't know
3.2
35
23
Poor/fair
Good
2.8
21
2.6
20
2.6
Above ‘high
income’ average
Unique to high income
Below ‘high
income’ average
Across all groups
very good/excellent
Rating of City of Cape Town regarding customer
elements – High income housing
45
Q.5b
Average excludes none/don’t know
Significantly greater or
less than other housing
types
Overall
21
10
Low
17
25
14
Middle
15
20
11
52
20
47
49
Most people are not aware
of the costs of water and
sewerage relative to the rest
of the country
High
4
18
17
It costs less
46
Q.8a
47
It costs the same
It costs more
Don't know
Perceived cost of water compared to the rest of the
country
Significantly greater or
less than other housing
types
Overall
21
8
Low
23
11
Middle
14
11
23
9
56
55
17
51
Most people are not aware
of the costs of water and
sewerage relative to the rest
of the country
High
5
18
14
It costs less
47
Q.8b
63
It costs the same
It costs more
Don't know
Perceived cost of sewerage compared to the rest of
the country
Introduction & background
User profile
Findings
User behaviour
Communication with the City of Cape Town
Satisfaction
Responsible water usage
Summary
48
Base: n=450
100%
15
17
25
33
80%
60%
73%
79%
73%
94%
58
56
54
40%
61
20%
17
0%
20%
3
2
5%
22%
4
Lower income
residents are the least
likely to think that
most people obey
water restrictions and
that it’s their duty to
report water leaks
The City should
It is your duty to
Most people are aware
restrict the supply of report water leaks in of conserving water
water to those who
the street or
can afford to pay but
pavement and
don't
overflowing sewers
Disagree completely
Q.7
18
14%
4
3
Most people obey
water restrictions
when they are
introduced
49
10
Among formal
residents there is high
agreement regarding
the statements
depicting responsible
water use
Disagree
Agree
Completely agree
Responsible water use
Significantly greater or
less than other housing
types
40
Water
restrictions
38
37
45
30
23
Tariffs
28
Total (n=450)
Low (n=150)
Middle (n=150)
High (n=150)
40% believe the
supply of water is
controlled through
restrictions while
30% believe the
department uses
tariffs to control
supply
42
A large proportion of
residents do not know
how the supply of
water is controlled
38
6
Bylaws
9
9
13
6
Quality
standards
None or don't
know
53
Q.16
2
10
5
38
35
37
Awareness of how the Water and Sanitation service
controls the supply of water
Significantly greater or
less than other housing
types
Have
participated in
water
conservation
activities
Reasons for changing
behaviour to conserve water
18
23
19
13
43
62
Have changed
behaviour to
conserve
water
55
69
63
Low (n=150)
Middle (n=150)
High (n=150)
Low income households are significantly more likely to
do so while high income households are the least likely
to do so
On the other hand two thirds claim to have changed
their behaviour in order to conserve water
Low income households are now the least likely and
middle income households are the mosty likely to have
done this
Q10a, 11a, 11b
57
40
34
Total (n=450)
Less than one fifth of the total sample has participated
in water conservation activities over the past year
54
Had to
adhere to the
water
restrictions
Had to use
less,
because the
price of
services
increased
39
20
47
46
Total (n=281)
Low (n=82)
Middle (n=104)
High (n=95)
16
Information
provided on
water
conservation
20
12
18
Water conservation over the past year
Significantly greater or
less than other housing
types
54
52
50
Not watering between 10h00 and 16h00
40
Re-using water from the household
32
17
Paved or gravelled certain areas on the
property
11
16
7
Removed some of your lawn or grass
Planted indigenous plants or water saving
plants
4
2
Installed water efficient taps or
showerheads
2
5
Installed a water wise garden
Total (n=281)
25
Low (n=82)
9
Middle (n=104)
21
6
0
3
Incidence of various other, very
specific actions are limited and
most likely taken by high income
households
23
16
15
43
44
59
Actions taken by most people entail
changing how they use water
High (n=95)
9
6
16
13
Other
55
Q.11c
16
14
Current actions taken to save water
Significantly greater or
less than other housing
types
Overall
4
(n=450)
Have installed a water
efficient fitting
75
9
Low (n=150) 1 15
Very low incidence of
71
9
16
Heard of a water efficient
fitting
Middle
3 15
(n=150)
High (n=150)
6
0%
56
Q.11c, 11d, 11e
17
20%
Not aware of nor planning
on installing a water
efficient fitting
67
10
40%
60%
Almost 6 out of 10 residents
are not aware of these fittings
and have no intention of ever
installing them
Would consider installing a
water efficient fitting
73
9
water efficient tap fittings,
although high income
residents are more likely to
have installed them
80%
100%
Water efficient tap fittings
Introduction & background
User profile
Findings
Summary
57
In the formal market, the greatest differentiation is
between low income housing and the rest
Amongst formal residents there is fairly high satisfaction
although not as high as among the business sample
Low income residents are the least satisfied
Overall residents are less satisfied with the maintenance of sewerage
drainage systems than the provision of drinking water on tap
Residents experience problems fairly infrequently
However low income households are more likely to be experiencing
several of the problems more frequently
The local office is contacted for problems experienced offsite,
leaks at the meter and blocked sewers
Low income residents are more likely to also contact the local office for
onsite problems
For the most part there has been very little interaction with
the municipality over the past year
When residents did contact the municipality, it was most likely about
blocked sewers, burst water pipes, accounts and meter readings and
leaks in the street
In dealings with the municipality, the general feeling is that
follow up and resolution time could be improved
58
Polite
and professional treatment could also improve the experience for
low income residents
Summary
As in the business market, the service elements identified all
emerged as priority areas; however the Water and
Sanitation Services department was rated highly on these
aspects and as such can be considered to be delivering upon
demands
There are however several relative weaknesses across the groups in
both the infrastructural and customer and communication spheres
Alternative water sources such as bottled water and filtering
systems are mainly used because the water they provide is
cleaner
Three quarters believe people obey restrictions and are
conscious of conserving water; there is also high awareness
across the sample of permitted watering times and almost
two thirds claim to have changed their behaviour to conserve
water
These behavioural changes mostly entail changing how they use water
and at this stage there is relatively low incidence of the various devices
one can install
The account appears to be well understood, mostly accurate
(although one fifth do not believe it is accurate at all) and
two thirds sometimes or always check and verify it. Despite
this, the majority interviewed have no idea of the relative
cost
of water and sewerage versus the rest of the country
59
Summary
Thank
You
60