Politics & Council · Swindon
Swindon Borough Council addresses low online ratings as residents voice concerns
By Swindon Now Editorial Team · Published
Swindon Borough Council has acknowledged concerns regarding resident feedback after a study ranked it among the lowest-rated local authorities on Google.
Swindon Borough Council has responded to findings that place it among the lowest-rated local authorities in the UK based on public reviews left on Google. A recent study, which analysed data from 108 councils with significant review counts, ranked Swindon 15th from the bottom with an average of 1.45 stars.
Researchers at seobacklinks.com examined hundreds of Google Maps listings across the country to compile the data. The study suggests that residents are far more inclined to use public platforms to air grievances about service delivery, such as communication delays or difficulties in reaching departments, than to post positive feedback. Nationally, 76 per cent of all reviews analysed were one-star ratings.
In Swindon, the figures show that 86 per cent of the 258 reviews recorded were one-star, with only 21 residents awarding the council five stars. Neighbouring Wiltshire Council also faced challenges in the ratings, though it ranked higher at 82nd, achieving an average of 2.05 stars.
Councillor Matt Hinton, Swindon Borough Council’s cabinet member for community engagement, safety and services, admitted that the feedback reflected genuine frustrations. He emphasised that the council is taking these concerns seriously and is committed to improving the accessibility of its services.
"Residents should be able to find information, contact the Council and get the support they need without a battle," Councillor Hinton said. "These reviews show the frustration some people have experienced, and we need to take that seriously. We are working to make accessing Council services simpler and more consistent, whether online, over the phone or face-to-face."
The council has recently launched a Resident Design Network, which invites locals to help shape service improvements by identifying current barriers to effective communication. More than 30 people have already expressed an interest in participating. Additionally, the authority has introduced a new online form specifically for residents to share suggestions and personal experiences.
The council has clarified that it does not routinely monitor or respond to individual comments left on external platforms such as Google. Instead, officials are urging residents to use the council's formal feedback and complaints channels. These direct channels are the primary way for the authority to investigate specific service failures and provide residents with a formal response.
Source: Gazette & Herald (Swindon) · View original