1. Scottish Water
Seafield customer survey
High level overview of research
September 2018

2. Objectives of the research
Residents' awareness and experiences of odour from the treatment works
Impact of any odour experiences on residents' daily lives
Specific details of odour including timing, duration and severity
Perceptions on whether the odour has changed / improved over time
Perceptions of causes of odour
Levels of satisfaction of communication from Seafield and levels of complaints

3. Executive summary of key points
39% aware of odour pollution in the area, (45% in 2006)
Slight reduction in the proportion of people who have experienced odour pollution
Fewer respondents stating odour is ‘very offensive’ from 2006
Greater level of awareness that source of odour is Seafield
13% have taken action as a result of the odour (27% in 2006)
9% have made a complaint about the odour (17% in 2006)
26% noticed a reduction in odour in last five years, 40% have not

4. Research method
Telephone and on-street interviews in July 2018
Residential and businesses targeted in EH6, EH7 and EH15 areas
Research compared results with the last survey in 2006 for comparisons
Total number interviewed: 267 Residential: 223 Businesses: 44
Interviewing challenges timeframes, data availability, GDPR

5. Key results 39% are aware of odour pollution within the area
Of those aware of odour pollution, 86% have personally experienced it
Most people experience the odour once a month or every few months
Odour is most prominent in the afternoon, in the summer, and on hot days
52% of those who experienced the odour regard it as offensive and 31% regard it as very offensive
Odour affects the day to day activities of 6% of all respondents
Vast majority think the odour comes from Seafield
13% have taken action as a result of the odour and 9% have made a complaint
A quarter are dissatisfied with the communication from Seafield, and would like more news / notifications

6. Downsides
Still a problem in the area, with over a third aware of the odour and experiencing it
66% of those who are experiencing the odour, are experiencing it every month
Odour remains a particular issue in the summer during hot weather
Odour is affecting day to day activities of 6% of people
Nearly half are dissatisfied with how complaints are handled

7. Upsides 2% fewer people experiencing the odour all the time
7% reduction in awareness levels of the odour since last research
3% reduction in those who have experienced odour pollution
16% drop in those categorising the odour as very offensive
8% reduction in the number of people taking action as a result of the odour and making complaints
26% have seen an improvement in the odour in last five years

8. Next steps
Whilst there has been reductions in odour awareness and experiences, more to do
Improve the frequency and quality of communication from Seafield to the local community
Communicate with people and businesses in ways they want to engaged in
Improve how complaints are handled and how Seafield respond to people
Continue to speak with and engage with the local community