Customer experience and research

Building improvements underway as we overcome extra challenges caused by bad weather

A blog by Susan Acland-Hood in which she details how some of our courts and tribunals buildings can be uncomfortable and difficult to use, even at the best of times. Susan confirms we are well aware of these challenges, and we’re doing everything we can with the resources available to improve the situation now and in the longer term through our reform programme.

Court and tribunal forms are moving to GOV.UK

Wynne Keenan and Liz Olney talk about our plans to make it easier for users to find the forms they need by moving HMCTS forms to GOV.UK from 21 March 2018. We currently make a large number of court and tribunal published forms and guidance notes available through the form finder website. This is used by over 300,000 users each month, and has been online since 2004.

Susan Acland-Hood sets out our priorities for the next phase of courts and tribunals reform

A blog post from Susan Acland-Hood in which she talks about what is planned on courts and tribunals reform over the next 18 months. This includes taking the things we’ve begun to develop so far and building them out further.

Helping people access our services online

A blog post from Mike Brazier who work in HMCTS’s Accessibility and Inclusion Team. Mike talks about how his team is responsible for ensuring we help and support people who are not online make sure that they can also experience the benefits of using our online services.

Improvements to victim and witness rooms

A blog post from Liz Olney, Deputy Director for Customer Change and Innovation at HMCTS. Liz shares our recent work to transform our victim and witness rooms. We see over 156,000 individuals coming to court to give evidence each year and rely on evidence provided by victims and witnesses to support the carriage of justice. It’s important we provide the best environment so that individuals can present their cases well.

Ensuring our justice system fits the needs of those it serves

A blog from Susan Acland-Hood, the Chief Executive of HM Courts and Tribunals Service about looking at options to use court and tribunal buildings in a more flexible way, letting people have their cases heard outside the current traditional 10am to 4:30pm court day.

HMCTS is introducing a new online complaints channel

Computer screen shot

A blog post from Jo Nowakowska from HMCTS's new Customer Directorate. Jo explains how she is currently implementing an online complaints channel (Resolver) for HMCTS. Not only will this make it easier for our customers to submit a complaint but we’ll also be able to respond more effectively and deliver improvements to our customer services.