Statements of Service ​Provision

5 Social and Recreation
Pāpori me te hākinakina

The Council’s social and recreation work includes providing housing for people in need, funding city safety initiatives, regulating and monitoring food and liquor outlets, preparing to deal with earthquakes and other emergencies, providing community and recreation centres and halls, providing public toilets and cemeteries, pools and libraries, supporting community groups and events, providing sport and recreation facilities, neighbourhood playgrounds and dedicated areas for our dogs.

We fund these services because they matter to the lives of individual Wellingtonians and to the community as a whole. They help to protect the most vulnerable people, keep people safe and healthy, and strengthen communities.

These activities also provide opportunities for people to live healthy lifestyles, to reach their potential and to enjoy themselves.

Our social and recreation objectives

Social cohesion

Participation in city life

Greater use of existing facilities

Safe and child friendly city

Our social and recreation activities contribute to us being:

People–centred: Access to recreation opportunities is important for people’s health and wellbeing. Our recreation facilities provide a wide range of health and wellbeing benefits to the people who use them.

Connected: They help people and communities connect and engage with each other and foster the exchange of knowledge and ideas through social, physical and virtual networks.

A dynamic central city: They respond to the diversity of individual and community needs and promote a safe and vibrant city for people to live, work and play.

Case study

Keith Spry Pool Upgrade

The recent $8 million upgrade of the Keith Spry Pool in Johnsonville included a new warm water teaching pool, new children’s play pool and the provision of larger general changing facilities along with increased family and disabled changing rooms. These improved facilities have allowed the Council to cater for an increased demand for water based recreation opportunities and swimming lessons.

The new Aqua Therapy programme aims to improve balance and rehabilitation, with a focus on improving overall well-being. The programme currently has eight sessions a week and has proved to be very popular with participants reporting higher levels of mobility and confidence.

The Learn to Swim classes have had a record number of registrations in 2015 and staff noticed that there are increased numbers of pre-schoolers and water babies, with the largest growth coming from 3 – 5 year olds. The provision of new larger changing room spaces has allowed the original changing rooms to be converted for use solely by school groups resulting in greater safety and control for teachers and parent helpers, particularly for classes with younger children.

Keith Spry Pool (along with other Wellington City Council pools) is now a hub for water safety educational activities as part of the Coastguard Education’s Safe Boating Programme. Staff will train school children and other individuals what to do when encountering a potentially hazardous situation out in open water. Skills taught include understanding what essential safety equipment is required on a boat, the correct way to wear a lifejacket, what to do if a vessel capsizes and other basic survival techniques.

Case study

Housing Upgrade Programme

The strengthening and refurbishment of Berkeley Dallard Apartments and upgrade of the adjacent Etona Apartments were completed on schedule in August 2014.

Tenants who knew Berkeley Dallard before the upgrade noted the units are lighter and also warmer and one mentioned she had hardly used the heater since moving back.

As well as installing insulation, double glazing, a second lift and replacing most services, the 10-storey Berkeley Dallard building, Council’s largest single apartment structure, was strengthened and reconfigured. Family-sized units were created on the lower levels to meet current housing trends (previously the largest units were on the top floors, designed in the 1970s for groups of single workers).

Berkeley Dallard presented the largest single re-occupation exercise to date in the Housing Upgrade Programme. Within 2 months all 121 units became homes to eligible tenants and families.

As tenants moved in, City Housing staff had a busy period familiarising tenants with the building, its controlled security access, as well as fire safety systems and car parking. Tenancy advisors visit the site weekly to answer tenants’ questions and the Community Action team also visits regularly, encouraging tenants to get to know each other and to use the community facilities.

Community spaces are a focus with all our upgrades and the location of Berkeley Dallard and Etona on Brooklyn Road, adjacent to Central Park Apartments and our Nairn Street townhouses, presented an opportunity to create a common green space linking these sites. Lawn areas, seating, fruit trees, playground equipment and basketball half court provides for recreation and connecting with neighbours, while paths invite all these tenants to share the indoor community facilities at the two larger complexes.

A weekly playgroup meets in the community room inside Berkeley Dallard were started by tenants and are regularly attended by parents with young children keen to meet with neighbours. Plunket nurses also provide early childhood checks and parent education on site.

Our contractors will remain on call for 12 months following completion fulfilling various tasks before the building – all 121 units plus communal and service areas – is signed off to the Council’s required quality standards.

The upgraded buildings are smokefree inside (outdoor smoking areas are provided) and communal spaces both indoors and out are smokefree on all City Housing sites as of 31 May 2015. This is to protect the Council’s assets and ensure a healthy environment for all tenants.

Case study

Emergency Preparedness Poster

This year we developed a pictorial emergency preparedness poster, which has generated significant interest from local authorities and government organisations around the country. We developed the poster after comments from agencies, such as Age Concern, City Housing and Arthritis New Zealand, that there is confusion for people with mobility impairments about what to do in an emergency. For example, what are the alternatives to the ‘standard’ drop, cover, hold position if they are not physically able to get down to the ground in an earthquake. Being predominantly pictorial the poster will also benefit a wide range of people, including those with English as a second language.

Many people experience temporary loss of mobility and it is helpful to be aware of what to do should they not be able to get out of their bed or chair. This poster is particularly relevant in the lead up to New Zealand’s ShakeOut, the national earthquake drill, at 9.15am, Thursday 15 October 2015.

We have consulted with a number of organisations including Red Cross Refugee Services, People First, Age Concern, City Housing, Ministry of Civil Defence and Emergency Management, Wellington Regional Emergency Management Office, Wellington City Council’s Accessibility Advisory Group, Deaf Aotearoa and Arthritis New Zealand. Feedback from these groups has been incorporated into the final design.

The poster is being distributed in Wellington as an A4 poster with a fridge magnet attached, as an A3 flyer for people with low vision, and as an A2 poster. An article was also published in the June 2015 edition of the MCDEM impact magazine.


Recreation promotion and support
Ngā rauhanga hapori

We provide a wide variety of community facilities throughout the city to encourage quality of life and healthy lifestyles.


What we do

Our sporting and recreation facilities encourage people of all ages to engage in activities that help them live more active and healthy lives. Some facilities also attract visitors and raise the city’s profile by hosting national and international events. Our activities include:

  • swimming pools - we have seven swimming pools for people to learn to swim, exercise, participate in aquatic sports or have fun
  • sportsfields (including synthetic) - 44 natural and nine artificial sports turfs (two in partnership with schools), eight croquet lawns, Newtown Park running track, a velodrome, and tennis/netball courts
  • recreation centres - four multi-purpose recreation centres plus the ASB Sports Centre
  • recreation partnerships
  • recreation programmes
  • recreation leases
  • playgrounds
  • marinas - the Evans Bay Marina & Clyde Quay Boat Harbour
  • golf course - Berhampore Golf Course

What we achieved

We completed drainage upgrades of sportsfields at Nairnville and Redwood Parks and upgraded the cricket block and softball diamond at Alex Moore Park. We also completed structural strengthening of the former toilet at Clyde Quay Boat Harbour to allow for rental as a boat shed.

We made our playgrounds better places for our children to play. We completed four playground renewals – Hazlewood Ave, Krull Street, Tui Park and Lyndhurst Park. We added a new playground in Woodridge and completed a partnership playground upgrade with Makara Model School.

We hosted a range of sporting competitions. Our recreation facilities hosted local, regional, national and international competitions in a range of sports, including: swimming, diving, underwater hockey, waterpolo, basketball, netball, volleyball, futsal and floorball.

We have upgraded the Keith Spry Pool in Johnsonville to include a new warm water teaching pool, new children’s play pool and the provision of larger general changing facilities, along with increased family and disabled changing rooms.

How we performed

User satisfaction with most services and facilities has remained steady and, while the target was not reached, perceptions of value-for-money have improved. Usage of many of our facilities is similar to previous years, although some utilisation rates require improvement.

We understand the standard of the services we provide and the value the public see in them

In 2012/13 user satisfaction with our swimming pools was 74%. Since then we have maintained and improved many of these facilities, and our performance in this measure has been increasing in a positive upward trend.

In 2012/13, 79% of residents were satisfied with the recreation centres we provide. Performance in this measure has improved over the past years, and is now much closer to meeting target.

In 2012/13 our performance in regards to the ASB Centre was high, with 90% of residents satisfied with this facility. Since then performance has dropped slightly. The ASB Centre is still a relatively new facility and we are working on reaching our target in future years.

In 2012/13 our performance in the playground measure was low, with only 76% of residents stating that they were satisfied with these facilities. Since then performance has been improving, and we are progressing towards meeting our target in future years.

In 2012/13, 79% of residents were satisfied with the sports fields we provide. Performance then peaked in 2013/14 and has dropped this year. This measure covers outdoor grass sports fields, so user satisfaction may be linked to factors outside of our control, such as the weather.

Residents (%) who agree that WCC recreation services and facilities provide good value for money

Result: 69% (Target: 80%. 2013/14: 59%; 2012/13: 61%).

This year while we did not meet our target for this measure, our performance has improved significantly. Only 10% of residents did not believe that our recreation services and facilities provided good value for money, while 21% neither agreed nor disagreed with this statement.

Source: WCC Residents Monitoring Survey 2015

We understand the reach and usage of the services we provide

Visits to Wellington City Council swimming pools

Attendance rates were below target, as the closure of Keith Spry Pool extended a month longer than expected and the use of Tawa Pool did not meet forecast levels.

Visits to Wellington City Council recreation centres 9

ASB Centre Courts % utilisation – peak and off-peak

Result: Peak = 46% (Target 71%. 2013/14: 41%; 2012/13: 41%). Off-peak = 37% (Target 35%. 2013/14: 39%; 2012/13: 28%).

While usage throughout weekday evenings and on Saturdays has been strong, attendance on Sundays is below target. We are working on developing initiatives to increase the number of regular bookings and activities on Sundays.

Source: ASB Centre

Visits to the ASB Centre– peak and off-peak

Result: Peak = 299,444 (Target 519,612. 2013/14: 332,539; 2012/13: 324,694). Off-peak = 325,042 (Target 174,420. 2013/14: 274,075; 2012/13: 199,201).

The difference between peak and off-peak usage has not been as pronounced as in forecasted levels. We are working on adjusting our peak/off-peak timetable to better reflect actual facility usage. We continue, as a key focus of the LTP 2015/25, to drive utilisation of our existing facilities. 

Source: ASB Centre

Artificial sports-fields % utilisation – peak and off-peak (summer and winter)

Result: Summer peak = 32% (Target 60%. 2013/14: 35%; 2012/13: 39%). Summer off-peak = 11% (Target 10%. 2013/14: 16%; 2012/13: 13%).

This year during the peak summer period user numbers remained constant but an increase in the number of turfs resulted in a negative variance.

Result: Winter peak = 68% (Target 80%. 2013/14: 76%; 2012/13: 79%). Winter off-peak = 25% (Target 15%. 2013/14: 18%; 2012/13: 19%).

This year, during the peak winter period, while utilisation itself did not decrease, the opening of the Alex Moore Park increased available peak hours across the network, resulting in a negative variance. During the off-peak winter period, winter sports tournaments, such as the Secondary School Girls’ Football Tournament and school holiday programmes increased utilisation.

Source: WCC Parks, Sports and Recreation

Outdoor sports-fields – % of scheduled sports games that are played

Result: Winter = 88% (Target: 80%. 2013/14: 78%; 2012/13: 84%). Summer = 99% (Target: 90%. 2013/14: 89%; 2012/13: 94%).

Source: WCC Parks, Sports and Recreation

College artificial sports-fields % utilisation for WCC hours: (summer and winter).

Result: Winter = 56% (Target 80%. 2013/14: 66%; 2012/13: 79%). Summer = 37% (Target 60%. 2013/14: 34%; 2012/13: 36%).

This year during the winter period the College Turfs saw a reduction in utilisation during peak weekend hours, which was partly due to more sport being played on the newly built Alex Moore Park. There has also been less demand in summer weekends this year, as several main codes are not played on the artificial turfs. 

Source: WCC Parks, Sports and Recreation

Marina’s berths and boatsheds occupancy

What it cost

5.1.1 Swimming Pools1
Expenditure 20,520 19,174 (1,346) 19,125
Revenue (6,806) (7,445) (639) (6,940)
Net Expenditure 13,714 11,729 (1,985) 12,185
5.1.2 Sportsfields
Expenditure 3,417 3,339 (78) 3,519
Revenue (319) (286) 33 (329)
Net Expenditure 3,098 3,053 (45) 3,190
5.1.3 Sportsfields (synthetic)2
Expenditure 1,237 1,453 216 1,175
Revenue (418) (538) (120) (412)
Net Expenditure 819 915 96 763
5.1.4 Recreation Centres
Expenditure 9,705 9,987 282 9,387
Revenue (2,653) (2,853) (200) (2,600)
Net Expenditure 7,052 7,134 82 6,787
5.1.5 Recreation Partnerships
Expenditure 1,049 1,039 (10) 784
Revenue - - - -
Net Expenditure 1,049 1,039 (10) 784
5.1.6 Playgrounds
Expenditure 746 721 (25) 723
Revenue - - 0 (2)
Net Expenditure 746 721 (25) 721
5.1.7 Marinas3
Expenditure 511 571 60 761
Revenue (582) (574) 8 (581)
Net Expenditure (71) (3) 68 180
5.1.8 Golf Course
Expenditure 221 240 19 214
Revenue (58) (68) (10) (59)
Net Expenditure 163 172 9 155
5.1.9 Recreation programme4
Expenditure 345 483 138 419
Revenue (59) (115) (56) (147)
Net Expenditure 286 368 82 272

5.1.1 Swimming Pools5
Expenditure 5,185 5,171 (14) 3,713
Unspent portion of budget to be carried forward n/a - - n/a
5.1.2 Sportsfields
Expenditure 517 518 1 888
Unspent portion of budget to be carried forward n/a - - n/a
5.1.3 Sportsfields (synthetic)
Expenditure 47 50 3 2,127
Unspent portion of budget to be carried forward n/a - - n/a
5.1.4 Recreation Centres
Expenditure 27 26 (1) 160
Unspent portion of budget to be carried forward n/a - - n/a
5.1.5 Recreation Partnerships6
Expenditure 234 (186) (420) 108
Unspent portion of budget to be carried forward n/a 538 - n/a
5.1.6 Playgrounds
Expenditure 602 610 8 514
Unspent portion of budget to be carried forward n/a - - n/a
5.1.7 Marinas
Expenditure 92 96 4 126
Unspent portion of budget to be carried forward n/a - - n/a
  1. Over budget due to lower revenue mainly from fitness centres, and higher than expected costs for staff and building maintenance.
  2. Under budget due to lower staff and maintenance costs.
  3. Under budget due to savings in maintenance and utility costs.
  4. Under budget due to lower staff costs.
  5. Budget includes $3.80 million carried forward from the 2013/14 year for the main construction and completion of the Keith Spry Pool upgrade.
  6. Under budget due to delays in the renewals programme at the Basin Reserve.


Community participation and support
Tautoko hapori

We support a city wide network of community spaces, libraries, support community organisations, and provide homes for people whose needs are not met by state housing or the private housing market.


What we do

We want Wellington to be a people–centred city that supports diverse and inclusive communities. We support a network of community spaces and libraries to provide a focal point for community activities and programmes. We also support community leadership and advocacy to strengthen community resilience and safety.

We partner with Police and social agencies to coordinate a city-wide approach to homelessness. We provide stability for vulnerable households through social housing, with a focus on tenant welfare. Our activities include:

  • libraries - 12 libraries plus an online branch providing access to a wide array of books, CDs, magazines, DVDs, e-books and e-audio, online journals and e-music tracks
  • access support (Leisure Card) – we provide discounted pricing for recreation services and facilities, which makes access possible for those who couldn’t otherwise afford it
  • community advocacy and support – we support community service providers and programmes to meet the needs of our diverse communities and most vulnerable residents
  • grants (social and recreation) – we partner with key social and health agencies to ensure there is a coordinated approach to addressing emerging community issues
  • community centres and halls – we provide community facilities and services, including a city-wide network of 21 community centres and halls offering services, programmes, spaces for hire, childcare and education services
  • housing – we house approximately 4,000 people in 2,200 units.

What we achieved

We won awards for our housing upgrades and tenant engagement, including the New Zealand Institute of Architects’ (NZIA) Wellington Architecture Award for the category- Housing, Multi unit, 2015 (Marshall Court). We also won the NZIA New Zealand Award for Housing, 2014 (Central Park Apartments). For our engagement with our tenants, we were Highly Commended at the International Association of Public Participation Core Values Awards Australasia, Infrastructure category, 2014.

We completed year 7 of 20 of the housing upgrade programme. We completed year 7 of the 20 year upgrade programme, investing $179 million to date in the social housing portfolio. This year saw the completion of our eighth major upgrade project, along with major renewals work on smaller complexes. We completed construction of the Berkley Dallard and Etona Apartments, and these buildings have been reoccupied. These upgrades continued to ensure accessibility was integrated into all projects, with the Berkley Dallard Apartment including accessibility features such as improved entrances and a second lift.

We completed 27 new apartments and moved new tenants in. Wellington’s aging population requires new approaches to housing, including the Council’s social housing upgrades. Our newest project, Marshall Court, was designed for the likes of active 90-year olds who can’t manage stairs, retired couples where one partner has poor health, the mobility impaired and sociable seniors who rely on walkers and mobility scooters. The previous block of bedsits was not viable for upgrade. We demolished it and re-built on the same footprint, creating one-bedroom apartments suited to these independent but less mobile tenants and taking advantage of the flat location adjacent to Miramar’s well-serviced village centre.

City Housing is New Zealand’s largest social landlord. We provide subsidised rental housing to around 4000 residents in Wellington who, for a range of reasons, face barriers to renting in the private market and are not in state housing. City Housing operates on rental income alone, ring-fenced from rates, and our 20 year upgrade programme, in partnership with the Crown, contributes $220 million. We prioritise tenant welfare, linking with service providers to support our most vulnerable residents to sustain their tenancies. Our Community Action Programme supports our residents towards their aspirations, with work streams focusing on resilience, wellbeing, learning and development, social inclusion and community assets. We respond to around 800 maintenance requests each month, in addition to our ongoing renewals and upgrade programmes, which are bringing our housing up to a modern standard of warm, dry and healthy houses.

Johnsonville Library project. We undertook a desktop geotechnical study for the site of the new library. A project management company has been appointed to manage the project and the process to select main consultants, including the architectural company who will design the library.

We supported the Kaka Project. We facilitated a community-led planning process looking at future community services and facilities in the wider Brooklyn area. The community identified a host of initiatives to make the area more active, vibrant and connected.

We funded children’s literacy programmes. We allocated additional funding, allowing us to deliver an increase in outreach programmes, provide special focus programmes (such as Matariki- themed class visit series), build stronger relationships with schools and community groups and allow staff to better prepare programmes and events. There has been an increase in the number of holiday activities delivered. In general, the funds allowed for greater flexibility and resourcing of children’s programmes, which not only supported an increase in the number delivered, but also resulted in regular programming continuing during periods of reduced staffing due to leave or illness.

We are tackling homelessness. The Council endorsed the Te Mahana strategy and worked with strategic partners and frontline agencies to promote collaborative approaches to tackling homelessness. The Council agreed 3 year funding agreements for enhanced and joined up services, including street outreach, case coordination and tenancy support.

Know thy neighbour. We partnered with Massey University design students to develop the #wellynextdoor campaign. This was designed to make sure 'know your neighbours' message was relevant to the younger generation. Neighbours Day Aotearoa and #wellynextdoor 2015 were great successes. We received 275 'peg up your story' postcards from community fairs/festivals over the summer and at Libraries around Wellington. These included stories written in Chinese that staff translated, and stories from homeless clients of the Men’s Night Shelter. These were posted on the #wellynextdoor website and a number were turned into short animated videos.

We help keep our communities safe and healthy. We partnered with the Police to set up two new Community Patrols, Pasifika and Wellington West. The Pasifika Patrol is the first ethnically focused community patrol in New Zealand. We celebrated the work of the CCTV and community patrol volunteers during National Volunteer Week, with 80 volunteers attending. In October 2014, we partnered with the Mental Health Foundation, and organised a '5 Ways to Wellbeing Hui' during Mental Health Awareness Week for 80 WCC staff, NGOs and community organisations.

We continued our focus on improving accessibility. We partnered with Literacy Aotearoa to assist social housing tenants to improve their literacy skills and reconfigured the Leonard Cockayne Centre in Otari to improve accessibility facilities. The Mt Victoria/Matairangi Master Plan included a specific accessibility section and the Suburban Reserves Mangement Plan included accessible tracks and play areas. We also continued to improve and implement mobility parking, with highlights including recent improvements within the Kilbirnie area.

We supported our citizens. We updated the Accessible Wellington Map that provides information about Wellingtons’ accessible facilities. This includes information about the mobility scooters that we provide in eleven locations around the city, as well as the location of mobility parks and accessible toilets. We also celebrated International Day of Older Persons, through an event for older people focused on remembering the way things were and stories from the past. We worked with a number of youth organisations to hold a Health Promotion Day at Kahurangi School in the Eastern Suburbs. We registered as a Child and Youth Friendly City and are working towards accreditation through programme development collaboration. We also facilitated National Children’s Day activities around the City.

We developed an urban agriculture project. We developed a Bee-Friendly Capital programme, which includes handing out Bee-Friendly seeds at Neighbours Day events and organising Bee-Friendly murals on a bus stop and utility boxes in Khandallah. We also developed Bee-Friendly Guidelines for hives on Council land and, in partnership with the Beekeepers Association, promoted August as Bee Month. We continued the Fruit Tree Guardian Programme, with 80 trees going out this year, including 40 to neighbourhood sites and 40 to Grow Aotearoa, who are doing the tree planting. We have developed a Heritage Fruit Tree Programme, where the Botanic Gardens propagate the cuttings for distribution.

We supported ANZAC day celebrations. We supported local community involvement in the WW100 celebrations, assisted with 16 events, and provided decorative flags, posters, bunting and wine barrels filled with poppies to 13 community centres throughout Wellington. We coordinated over 80 volunteers to help deliver the Anzac Day parade, Anzac Dawn Service and the Anzac National Service.

How we performed

Resident’s use and satisfaction with our libraries and recreation programmes remain high, although in some cases, access could be improved. Our housing services continue to be of very good quality and are highly rated by tenants. The support we provide in the community also remains highly effective.

We understand the standard of the services we provide and the value the public sees in them

Libraries - user (%) satisfaction with services and facilities

Result: 87% (Target: 90%. 2013/14: 83%; 2012/13: 87%).

Source: WCC Residents Monitoring Survey 2015

Libraries – residents (%) satisfaction with range and variety of collection

Result: 87% (Target: 85%. 2013/14: 86%; 2012/13: 87%).

Source: WCC Residents Monitoring Survey 2015

Residents (%) who agree that library services and facilities provide good value for money

Result: 80% (Target: 85%. 2013/14: 75%; 2012/13: 76%).

Source: WCC Residents Monitoring Survey 2015

We understand the reach and usage of recreation services

Users of programmes – recreation centre programmes

Number of uses of Leisure Card

This year, as with prior years, the number of uses of the Leisure Card significantly exceeded target. This measure has been shifted to an outcome indicator in the LTP 2015/25.

Residents (%) rating of their ease (easy or very easy) of access to WCC recreation facilities and programmes

Result: 65% (Target 85%. 2013/14: 62%; 2012/13: 55%).

This year, while we did not meet our target for this measure, our performance does show a positive upward trend. Only 5% of residents found it difficult to access our recreation facilities and programmes, while 29% had a neutral stance on this issue.

Source: WCC Residents Monitoring Survey 2015

We measure the standard of the housing services we provide

Wellington City Council housing tenants’ satisfaction (%) with services and facilities 10

This year we added a 'neutral 'option to the scale, where previously it was not available. This change has not been accounted for in this measure’s target. For this year’s report a neutral rating of 16% has been included with the satisfied and very satisfied results, as a review of previous year’s data showed this was the fairest way to represent the data. We are looking at changing this target for future years.

Wellington City Council housing tenants (%) that rate the overall condition of their house/apartment as good or very good

This year we added an 'average' option to the scale, where previously it was not available. This change has not been accounted for in this measure’s target. For this year’s report an average rating of 20% has been included with the good and very good results, as a review of previous year’s data showed this was the fairest way to represent the data. We are looking at changing this target for future years.

City Housing compliance with legislative requirements

Result: All City Housing services and facilities complied with all legislative requirements (e.g. the Residential Tenancies Act and building warrant of fitness). Target: Compliance (2013/14: compliant; 2012/13: compliant).

Source: WCC City Housing

Wellington City Council housing tenants (%) who feel safe in their complex at night

Wellington City Council housing tenants (%) who report positive social contact

Result: 94% (Target: 65%. 2013/14: 88%; 2012/13: 87%; 2011/12: 91%; 2010/11: 90%).

Positive contact with the tenant community has been growing year-on-year, with performance this year being particularly high. We believe that this result reflects the cumulative effect of City Housing’s proactive engagement with tenants, which has been ongoing since 2008. We use events such as Neighbours’ Day and CAP Chats, along with our on-site Tenancy Advisor Clinics, to actively facilitate neighbourliness within housing complexes. This year we have also used smaller tenant events and the creation of the Community Action Fund to encourage involvement and participation in community activities. Our investment in developing tenant leadership has grown exponentially in the last two years, and our tenant volunteers continue to contribute to building an environment where positive contact can flourish.

Source: WCC Housing Tenant Satisfaction Survey 2015

We measure the use and demand of the social housing resource

Occupancy rate of available housing facilities

Result: 95% (Target: 90%. 2013/14: 98%; 2012/13: 94%; 2011/12: 83%; 2010/11: 86%).

Source: WCC City Housing

All tenants (existing and new) housed within policy

Result: 99% (Target: 98%. 2013/14: 99%; 2012/13: 98%).

Source: WCC City Housing

Residents (%) who rate services and facilities as good value for money

Result: 93% (Target: 85%. 2013/14: 85%; 2012/13: 85%; 2011/12: 83%; 2010/11: 83%).

This year we added an 'average' option to the scale, where previously it was not available. This change has not been accounted for in this measure’s target. For this year’s report, an average rating of 27% has been included with the good and very good results, as a review of previous year’s data showed this was the fairest way to represent the data. We are looking at changing this target for future years.

Source: WCC Housing Tenant Satisfaction Survey

We track the progress of the housing upgrade project

Milestones for housing upgrade project

Result: Achieved. Target: meet all milestones, design standards and budgets (2013/14: partially achieved; 2012/13: achieved).

Source: WCC City Housing

We understand the effectiveness of our community support services

Community groups (%) satisfied with Council relationships

Grant recipients – Result: 91% (Target: 90%. 2013/14: 82%; 2012/13: 77%).

Contract funded organisations – Result: 87% (Target: 90%. 2013/14: 88%; 2012/13: 94%).

Source: WCC Contracts and Grants Survey 201511

Residents’ neighbourly behaviour

Result: 93% of residents have displayed ‘neighbourliness’ behaviour (Target: 65%. 2013/14: 90%; 2012/13: 92%).

Source: WCC Residents Monitoring Survey 2015

Accessible Wellington Action Plan initiatives planned for year progressed or completed

Result: 77% (Target: 80%. 2013/14: 95%; 2012/13: 81%).

While not captured in the result for this year, several projects were delivered additional to Accessible Wellington Action Plan initiatives.

Source: WCC Community Networks

We understand the effectiveness of our recreation-support distribution

The proportion of grants funds successfully allocated (through milestones being met)

Result: 100% (Target: 95%. 2013/14: 100%; 2012/13: 100%).

Source: WCC Community Networks

Proportion of outcomes delivered (previous projects – weighted by % value)

Result: 100% (Target: 90%. 2013/14: 100%; 2012/13: 96%).

Source: WCC Community Networks

We understand the reach and use of the services we provide

Libraries – residents (%) who are registered members

Result: 77% (Target: 69%. 2013/14: 74%; 2012/13: 67%; 2011/12: 61%; 2010/11: 78%).

In the past the target for this measure related to active users of the library only. This has now been changed to capture all registered library members. We now also no longer automatically expire memberships - with the exception of some categories, such as young adult – and all standard memberships are indefinite. These changes were developed as a customer service initiative designed to respond to user frustration at finding their library cards expired. It is also reflects the fact that while many members are not actively borrowing, they still regard themselves as library users.

Source: Wellington City Libraries

Libraries – physical visits and online visits

In 2012/13 we reduced our target for online visits, as a methodology change led us to expect a decrease in results. As this decrease has not occurred, the target has been increased to 2.5 million from 2015/16. There has also been a significant increase in the number of online visits in 2014/15, as a result of the inclusion of visitor session data from the library App.

Library programmes – estimated attendees

Result: 76,823 (Target: 78,000. 2013/14: 75,525; 2012/13: 81,273; 2011/12: 95,544; 2010/11: 89,886).

Source: Wellington City Libraries

Library items issued

E-library users’ satisfaction (%) with the online library collection

Result: 84% (Target: 67%. 2013/14: 78%; 2012/13: 70%).

This year our performance in this measure lifted, substantially exceeding target. This improvement primarily resulted from an emphasis on delivering customer focused services. We improved the offerings of our curated collections and added a ‘recommend to library’ function, enabling customers to help shape and inform the direction of our collections. We have also used customer feedback and new technology to simplify and improve access to our online services, improving customer satisfaction.

Source: Wellington City Libraries

Occupancy rates (%) of Wellington City Council Community Centres and Halls

Result: 34% (Target: 45%. 2013/14: 35%; 2012/13: 30%).

We changed the methodology for calculating occupancy rates, which now combines the measures for both community centres and community halls. We also set a new stretch target for 2014/15, which we have been unable to achieve.

Source: WCC Community Networks

Homelessness – % of known homeless people supported by agencies

Result: n/a (Target: 100%).

This measure was intended to form part of the Te Mahana homelessness strategy. This information was not collected for the 2014/15 period, as the strategy had not yet been finalised. We expect that implementation of our homelessness strategy will begin shortly, so information for this performance measure will be provided in 2015/16.

Source: WCC Community Networks

What it cost

5.2.1 Libraries
Expenditure 20,635 20,787 152 21,595
Revenue (1,542) (1,733) (191) (1,594)
Net Expenditure 19,093 19,054 (39) 20,001
5.2.2 Access Support
Expenditure 56 53 (3) 26
Revenue - - - -
Net Expenditure 56 53 (3) 26
5.2.3 Community Advocacy
Expenditure 1,487 1,454 (33) 1,635
Revenue (11) - 11 (133)
Net Expenditure 1,476 1,454 (22) 1,502
5.2.4 Grants (social and recreation)
Expenditure 2,749 2,795 46 3,403
Revenue (19) (19) 0 13
Net Expenditure 2,730 2,776 46 3,390
5.2.5 Housing1
Expenditure 24,500 25,417 917 22,888
Revenue (35,865) (54,075) (18,210) (45,418)
Net Expenditure (11,365) (28,658) (17,293) (22,530)
5.2.6 Community Centres and Halls
Expenditure 3,010 2,947 (63) 2,726
Revenue (281) (220) 61 (277)
Net Expenditure 2,729 2,727 (2) 2,449

5.2.1 Libraries2
Expenditure 2,255 2,260 5 2,103
Unspent portion of budget to be carried forward n/a 271 - n/a
5.2.5 Housing3
Expenditure 19,167 35,375 16,208 27,763
Unspent portion of budget to be carried forward n/a 1,272   n/a
5.2.6 Community Centres and Halls
Expenditure 19 22 3 40
Unspent portion of budget to be carried forward n/a - - n/a
  1. Over buget due to the timing of the recognition of the Crown grant for the Housing Upgrade project.
  2. Under budget mainly due to the timing of works on the Johnsonville Library upgrade.
  3. Under budget due to the rephasing of the Housing upgrade programme agreed by the Council in September 2014.


Public health and safety
Hauora tūmatanui me te haumanu

We work to protect Wellingtonians from threats to their health and safety.


What we do

Public confidence in the safety of the city’s streets and suburbs is a top priority. Wellington has a reputation of being a safe city with a vibrant CBD, which we wish to retain. Wellington’s location makes earthquake-preparedness particularly important, though the city is also at risk of other civil emergencies such as flooding and tsunamis. We have legislative obligations to maintain public health standards by regulating food and liquor outlets, animals, trade waste and managing environmental noise problems. We also provide public toilets, cemeteries and crematorium services as a vital public health function. Our activities include:

  • burials and cremations - cemeteries at Karori and Makara with a crematorium at Karori Cemetery
  • public toilets - 70 public toilets, beach and sportsfields changing rooms/pavilions
  • public health regulations - regulating food and liquor outlets, animal, trade waste and managing environmental noise issues
  • city safety - maintaining WHO Safe City accreditation and providing a ‘city hosts’ service, managing graffiti and supporting community initiatives
  • ​Wellington Regional Emergency Management Office (WREMO).

What we achieved

We regulated public health. The number of closure notices we issued for food businesses was considerably less than previous years. This demonstrates our increased focus on working closely with businesses through better education and a system of graduated response. We signed-up an additional 202 food businesses to a voluntary implementation programme which means that a large proportion of cafes and restaurants are now ready for the requirements of new food legislation. We transferred the regulation of trade waste to Wellington Water thereby facilitating a more regional approach to waste management. We also held more District Licensing Committee hearings, which enabled the public to have their say about alcohol licensing applications.

Local Alcohol Policy appeals. Appeals to the Provisional Local Alcohol Policy were heard by the Alcohol Regularly and Licensing Authority. A number of matters were referred back for reconsideration and we will be considering the content of a resubmitted policy in February next year.

We helped make the city safer. We progressed a city-wide integrated approach to graffiti management with the Waterfront, Wellington Electricity, Wilson Parking, Powerco and Cable Car Ltd. This provides consistency in the approach to removal and prevention programmes. We also have a dedicated Graffiti Volunteer Coordinator who is working with communities to develop locally driven volunteer initiatives that will assist in reducing and preventing graffiti. Programmes are in place in Newton, Linden, Tanera Park and support for graffiti paint-outs along the railway corridor. We continue to work with strategic partners to ensure a cross-sector approach to the Safe City Outcomes. We also provide funding support to organisations that support a strong youth sector and deliver programmes to support good outcomes for at-risk youth. We reviewed and updated the CCTV guidelines, updated public signage, developed a volunteer coordinator role focusing on the recruitment and training of volunteers (a partnership with the police), transitioned from manual recording of CCTV data to an electronic reporting system enabling greater analysis of the information and greater collaboration of data.

We have strong partnerships. We partnered with Police and Community Patrols NZ to establish a Pasifika Community Patrol. Local Hosts actively observing and reporting on city safety issues, alongside Pacifica Patrols, Youth Hosts, Community Patrols, Police and the outreach team. Local Hosts continue to be one of the main responders to the vulnerable community, often the first interaction with new people to Wellington’s street community. This work supports the Out Reach team (cross sector partnership of social organisations). Local Hosts have expanded to the suburbs of Newtown, Kilbirnie and Miramar. We have also partnered with the CBD residents and retailers association to implement an 'Eyes On' communications network for retailers. This allows retailers to share information in real time, including alerts on theft and shop lifting. This programme is coordinated by the Inner City Residents Association who employed a coordinator.

The Emergency Welfare Team is working to prepare us for a future emergency. We developed a new Emergency Preparedness resource in collaboration with community stakeholders, WREMO and MCDEM. This poster shows alternative Drop, Cover, Hold options for people with accessibility and mobility issues and is largely pictorial so can easily be understood by a wide range of people including culturally and linguistically diverse communities. We partnered with Time Bank to support our Welfare registration and volunteers process in case of an emergency. We also trained and partnered with CAB to deliver Emergency Management Information Systems (EMIS) registrations in case of an emergency. We have identified over 45 buildings that could be used as potential welfare assistance centres during an emergency event. These centres will provide assistance for people and animals in an emergency, e.g. food, accommodation and connecting to Work and Income. Lastly, we continue to provide welfare support for people during localised emergencies in Wellington, the latest being the recent floods.

How we performed

As a result of our work the city is safer and healthier. Our response times remain consistently fast and residents are satisfied that our services are of a high quality.

We understand the effectiveness of our public health and safety services and programmes

Number of trained civil defence volunteers

Result: n/a (Target: 600).

Since the establishment of WREMO, WCC is no longer responsible for training civil defence volunteers. This measure has not been included in the 2015/25 LTP.

Dog control – complaints received (% of registered dogs)

Result: 22% (Target: maintain or improve from 2013/14. 2013/14: 30%; 2012/13: 26%).

This year our performance in this measure improved substantially. We believe that the effectiveness of our dog registration programmes may be contributing to this result.

Source: WCC Public Health

Response to service requests - dog control

Result: We responded to 100% of urgent requests within one hour (Target: 100%. 2013/14: 97%; 2012/13: 98%; 2011/12: 97%; 2010/11: 100%) and 99% of non-urgent requests within 24 hours (Target: 99%. 2013/14: 99%; 2012/13: 99%; 2011/12 99%; 2010/11: 99%).

Urgent requests are defined as dog attacks on people or other animals.

Source: WCC Public Health

Food premises (%) with excellent or very good hygiene ratings that maintain or improve their rating

Residents’ (%) satisfaction with the cleanliness of Wellington City Council public toilets (satisfied or neutral responses)

Response to service requests – public toilets

Result: We responded to 99% of urgent requests within one hour (Target: 100%. 2013/14: 100%; 2012/13: 100%; 2011/12: 98%), and 99% of non-urgent requests within three days (Target: 95%. 2013/14: 100%; 2012/13: 95%; 2011/12: 98%).

Source: WCC Parks, Sports and Recreation

Wellington City Council public toilets that meet required cleanliness and maintenance performance standards

Percentage of planned inspections carried out for high risk (category 3) premises

Result: 119% (Target: 100%. 2013/14: 109%; 2012/13: 100%).

This year we undertook more inspections than the 100% target. Several factors have contributed to this high number. These include undertaking joint agency inspections with Regional Public Health, who may have wished to re-inspect a premise already inspected by WCC officers, Controlled Purchase Operations with Police and Regional Public Health and additional inspections of premises during peak-time trading, when they may have been inspected already as part of their licence renewal.

Source: WCC Public Health

Percentage of high risk (category 3) premises inspections carried out during high trading hours

Result: 35% (target: 25%. 20141/5: 34%; 2012/13: 26%).

This year we have increased the frequency of peak-time inspections, in order to ensure a higher degree of confidence when making recommendations to the District Licensing Committee around how premises are performing.

Source: WCC Public Health

What it cost

5.3.1 Burials and Cremations1
Expenditure 2,310 1,637 (673) 1,830
Revenue (816) (828) (12) (856)
Net Expenditure 1,494 809 (685) 974
5.3.2 Public Toilets
Expenditure 2,614 2,432 (182) 2,440
Revenue - - - -
Net Expenditure 2,614 2,432 (182) 2,440
5.3.3 Public Health Regulations
Expenditure 4,675 4,726 51 4,508
Revenue (3,089) (3,182) (93) (2,685)
Net Expenditure 1,586 1,544 (42) 1,823
5.3.4 City Safety
Expenditure 2,234 2,138 (96) 1,634
Revenue (46) - 46 (10)
Net Expenditure 2,188 2,138 (50) 1,624
5.3.5 WREMO
Expenditure 1,322 1,387 65 1,285
Revenue (34) (29) 5 (25)
Net Expenditure 1,288 1,358 70 1,260
5.3.1 Burials and Cremations2
Expenditure 173 169 (4) 320
Unspent portion of budget to be carried forward n/a 111 - n/a
5.3.2 Public Toilets
Expenditure 865 987 122 484
Unspent portion of budget to be carried forward n/a - - n/a
5.3.5 WREMO
Expenditure - - - 22
Unspent portion of budget to be carried forward n/a 43 - n/a
  1. Over budget due to lower revenue and higher staff, maintenance and depreciation costs.
  2. Under budget due to the timing of work on the small chapel at Karori Cemetery.
9The 2011/12 figures include the ASB Centre, which opened that year. From 2012/13 onwards they are reported on separately.
10This is a postal survey sent to the head tenant of each Council Housing Unit, each with a prepaid envelope. This year we recieved 700 responses.
11This survey is sent to applicants who have applied for multi-year contracts and grants within the previous twelve months. This year, we received 135 responses to this survey.