One in four going to Ombudsman say lawyers never answer complaints First the solicitor goes quiet. Then the client complains about being ignored. Then, in far too many cases, the complaint itself disappears into the...
Category - Reachability
Reachability and Contactability Online and how this is impacted by changes in organisational and consumer culture
Stephen Walters
First NHS Response? Good. Follow-Up? What Follow-Up?
This is hopefully the first of many for us, a ReplyResearch Guest Author When my husband experienced complications after eye surgery, I hoped that telling the organisation what had happened might help us understand it...
Rachel Matthews
“Say how disability made you stronger” they said. Outcome? Brutal
An alarming study is showing that well-meaning advice to disabled jobseekers may be silently backfiring We’ve all heard it. If you’re applying for a job, don’t dwell on the negatives. Sell yourself. Focus on your...
Jonathan Friedman
Unpaid Carer? Thought That Was Enough? Social Care Wants Your Spare Time Too
More than 400,000 people in England are waiting for assessments, support or reviews. Yet the statistics reveal almost nothing about unanswered calls, missing updates, failed callbacks or whether anybody still owns the...
Peter Friedman
Need Legal Aid? It’s Your Right. But Actually Getting It? Yeah, Right
“Don’t worry about not being able to afford a solicitor. You can get legal aid for that. Just start ringing around.” It all sounds reassuring enough until you actually try it. That’s when the...
Gabriel Fitzpatrick
Don’t Come Back Until You’re Homeless: How Early Intervention Could Save Councils Billions
Britain’s housing crisis is usually described through rents, shortages and welfare. Yet another failure sits between those pressures and homelessness: people cannot reliably warn the system before their accommodation...
