Hepburn Shire Council has received the results of the 2025 Local Government Community Satisfaction Survey, with data revealing a decline in overall community satisfaction and notable differences between Hepburn and other small rural councils across Victoria.

The annual survey, commissioned by the Department of Government Services and conducted by JWS Research, captures community perceptions on key performance measures such as council direction, service delivery, consultation, and advocacy. A total of 401 randomly selected residents across the Shire participated in the telephone survey between January and March this year.

The headline finding from the 2025 survey is a three-point drop in overall council performance—from 49 in 2024 to 46 this year. This places Hepburn Shire eight points below the average for small rural councils, which sits at 54.

Mayor Cr Don Henderson acknowledged the result, calling it disappointing but instructive.

“This score reflects how the community currently feels about our performance, and it is a call to action for us to do better,” Cr Henderson said. “Our focus moving forward will be on transparency, maintaining sealed roads, and improving our Planning and Building services.”

While overall satisfaction fell, the survey revealed particularly low ratings in several key areas:

  • Lobbying and Advocacy: Scored 42, six points below the small rural average (48).
  • Decisions Made in the Interest of the Community: Scored just 39, significantly below the small rural average of 50.
  • Council Direction: The perception of Council’s overall direction declined again this year, dropping to 37—well below the small rural average of 48.
  • Community Consultation: Although improved slightly (up from 43 to 44), it remains below the rural council average of 50.

These figures suggest an ongoing disconnect between community expectations and Council actions, particularly in terms of communication, decision-making, and long-term vision.

Despite the overall drop in performance, satisfaction with core service areas remained steady or even improved in some cases.

  • Appearance of Public Areas: Scored 67, an increase from 63 in 2024, and slightly above the rural council average of 65.
  • Recreational Facilities: Improved slightly to 65, consistent with the rural council average.
  • Tourism Development: Scored a solid 63, higher than last year’s 59, and surpassing the small rural average of 61.
  • Customer Service: Maintained a strong performance at 67, level with the rural average and only slightly below the state-wide average of 69.

Mayor Henderson noted that while Council has room to improve, the results indicate strengths to build upon.

“We’re pleased to see strong ratings for tourism, recreation, and customer service. These are critical to both our economy and quality of life in the Shire,” he said.

As in previous years, sealed local roads remain one of the lowest-performing areas, with a score of 39—six points below the rural council average of 45. Cr Henderson acknowledged this was a key concern for residents and would be a priority area in the year ahead.

The report also shows some variation across different demographic groups:

  • Residents aged 18–34 gave significantly lower ratings for overall council performance (39) and council direction (31) compared to older residents.
  • Female respondents generally rated Council lower than male respondents in areas such as advocacy, consultation, and leadership.
  • Residents in Daylesford and surrounds gave the lowest score for sealed roads (30), while those in Clunes were most satisfied (47).

These insights suggest Council will need to tailor its engagement strategies to better reach and address the needs of different parts of the community.

Council says it is taking the findings seriously and has already taken steps to respond. The recently adopted Council Plan 2025–2029 and 2025/26 Budget include commitments to financial sustainability, improved community engagement, and infrastructure maintenance.

“We don’t always get things right, but we’re working hard to become a more transparent, responsive, and community-focused organisation,” Cr Henderson said.

The full community satisfaction survey report is available on the Hepburn Shire Council website and provides detailed data that will help guide future planning and improvement efforts.

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Community Satisfaction Survey Results Released (2024)

This article is based on a media release from Hepbrn Shire Council and on the 2025 Local Government Community Satisfaction Survey for Hepburn Shire Council.