Horsham Rural City Council (HRCC) has released the results of its annual Community Satisfaction Survey, conducted as part of the statewide Local Government Victoria program and delivered this year by independent research provider Klein.
A total of 400 residents and ratepayers were surveyed in February and March 2026, providing a representative snapshot of the municipality’s population.
HRCC’s overall performance index score rose to 63, an increase of 15 points from 2025. The result represents a significant improvement and sees Council performing above both the Regional City average (57) and the state-wide average (58).
Mayor Cr Brian Klowss said the results reflect meaningful progress, while reinforcing Council’s commitment to continue improving.
“These results are very encouraging and show we’re heading in the right direction, but we know there is still more work to do,” Cr Klowss said.
“A 15-point increase in overall performance is a strong step forward, and it tells us the community is starting to see the impact of the work we’ve been doing. At the same time, we remain focused on building on this momentum and continuing to improve in the areas that matter most.”
The survey found that perceptions of Council’s general direction improved to a score of 68 (up 7 points), while spending public funds to benefit the community rose to 53 (up 9 points.
Cr Klowss said improvements in engagement and decision-making were particularly important, but would remain a key focus.
“It’s really pleasing to see strong improvements in how the community views our decision-making and the opportunities we provide for feedback,” he said.
“These are critical to building trust, and while the results are positive, we are committed to continuing to strengthen how we listen to and involve our community.”
Customer service remained a high-performing area, holding steady at a score of 70.
HRCC CEO Gail Gatt acknowledged the collective effort of Council staff in achieving the result.
“These results genuinely reflect the hard work happening right across the organisation,” Ms Gatt said.
“Whether it’s staff on the front counter, out on the roads, or supporting services behind the scenes, every team plays a role in how our community experiences Council. It’s really pleasing to see that consistent effort recognised.”
The survey also highlighted areas for continued focus. The condition of sealed local streets remains one of the lowest-performing services despite improving to a score of 54 and continues to be identified as the most important service area by residents.
Waste management improved to 70, but remains slightly below state and regional benchmarks.
Cr Klowss said the findings provide clear direction for future priorities.
“We welcome this feedback because it helps us focus our efforts where they will make the biggest difference,” he said.
“Improving the condition of our roads and maintaining essential infrastructure will continue to be a priority, and we will keep working to deliver the improvements our community expects.”
The report also found that 49 per cent of residents had contact with Council in the past 12 months, which is below state and regional averages, highlighting an opportunity to strengthen engagement.
“We know there is more to do to connect with our community, particularly with younger residents,” Cr Klowss said.
“We’re committed to improving how we communicate and making it easier for people to engage with Council and have their say.”
The Community Satisfaction Survey is conducted annually across Victorian councils, providing an independent measure of community perceptions and enabling benchmarking across the sector.
