Client feedback

The LSC is committed to ensuring that legal aid meets the needs of the clients we serve.

Getting feedback directly from clients and members of the public is crucial to understanding what is important to people who access legal advice.

So we're piloting an online tool that allows the public to feedback on legal services and share their experiences of the justice system.

By sharing their experiences with us we hope to:

gain a better understanding of clients’ needs
increase our focus on access for clients – finding out how, where and when they access advice
identify where legal aid and legal services can be improved.
identify issues and trends in the wider justice system.

The online tool asks visitors to describe experiences they have had of accessing services. It can be their own personal experience, or one of their family or friends.

What they submit is then converted by software into quantitative data, which will look at indicators such as access to advice, speed of service and being kept informed.

To take a look at the new tool, please visit legal services - have your say.

All information given is confidential and anonymous.

Next steps

The new tool is being piloted for three months between November 2009 and January 2010. The pilot is based primarily in Cambridgeshire with some organisations from other locations also taking part.

If it's successful we'll look at how we can make effective, future use of the tool.

We aim to get the views of as many people as possible during the pilot and a range of organisations are taking part, including courts, refugee centres and legal aid providers.

The tool will also be promoted in libraries throughout Cambridgeshire.

More information

If you'd like to find out more about the pilot and are interested in being involved, please contact Farhad Shahidi by email or call 020 7783 7426.

Last updated: 27 November 2009