Improving Outcomes Through Legal Support Extension 2 Qualitative & Expenditure Reporting Template (October 25 - March 26)

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Page 1

A key feature of this programme is to help us understand general trends in the sector, including what works and what doesn’t in terms of service delivery to help make the case for future investment in this work. We would like to understand your reflections on this last six-month period only. Please only include new observations and/or the progression on matters since the last period.


Questions that are underlined are to be completed by those who are funded to deliver Stage 3 Court/Tribunal based support or representation through IOTLS.


Please return this report, completed case study/client testimonial, online data collection form and expenditure report  by 29 April 2026..

Select from the drop down list
Primary contact for the IOTLS grant monitoring purposes (primary contact or project lead)
First name and last name
Your role
Work email address

Page 2

1. Contributing to the core objectives of IOTLS (600 words max)
Please describe any learning and how your service has contributed to each of the below objectives for IOTLS in the last six months:




2. Key achievements and challenges (600 words max)
Please use the space below to share two or three key achievements and any challenges that have emerged whilst delivering your project over the last six months. Please bullet point each new achievement or challenge.


Page 3

We want to understand the client journey including when and how people engage with advice services. Please highlight at each stage covered by the IOTLS grant:

1)      When and how people engage with advice services - what trends are they seeing?

2)      The common problem and advice/support provided at each stage

the most common problem you have seen and the service your organisation has provided at each stage to meet that need through the IOTLS grant.

 

You only need to provide examples for the stages you are delivering services as part of IOTLS the grant.


For court/tribunal based support or representation, please also include the primary HMCTS services that your organisation provided support on (e.g. support with a specific forms).

The stages of the client's journey



4. Monitoring data trends and observations (900 words max)
Having considered your protected characteristics (age, sex, disability and ethnicity) and the monitoring data you are submitting (issues advised by stage and area of law, clients seen), please comment on any of the following trends you have identified in the last six months:






Page 4

5. Shorter-term client outcomes and achievements (600 words max)

Please provide details on the specific outcomes and achievements as a result of the IOTLS-funded activities. This could include feedback and/or supporting data (if applicable) related to:

* How has early legal advice and support influenced clients’ legal awareness and capability? (150 words max)

* How has early legal advice and support contributed, if at all, to resolution of clients’ legal problems? (150 words max)

      * Numbers of cases avoided from escalating or going to court/tribunal. (150 words max)
Please provide details on the specific outcomes and achievements as a result of the IOTLS-funded activities. This could include feedback and/or supporting data (if applicable) related to:



6. Longer-term client outcomes and achievements (600 words max)
Please provide details on the specific outcomes and achievements for clients as a result of the IOTLS-funded activities. This could include feedback and/or some supporting data (if applicable) related to:




7. Any other comments (300 words max)

Page 5

Please complete your case study or client testimonial using the template below. For a comprehensive guidance on how to collect a case study or testimonial, click here.




Section 1: The Problem

 Aims

·         Identify and understand the issue(s)

·         Understand how the client’s life has been affected

·         Appreciate the client’s unique circumstances

 Suggested advisor questions:

What were the problems a client was experiencing that made them seek advice?

How have these problems been affecting their life?

 

Suggested client questions:

 What problems led you to seek advice?

How did these problems affect your life?





Section 2: Actions

 Aims

·         Understand the client’s route to the service

·         Identify what service and level of support was provided 

Suggested advisor questions:

How did the client know about this advice service and the available support?

What advice, support or information did they receive?

What steps did client and the advice agency take to resolve the problem or multiple problems?

Suggested client questions:

 How did you find out about the service?

 What advice, support and/or information did you receive?

 What steps did you and the member(s) of the team take to resolve your problem?

Section 3: Outcome

 Aims

·         Learn how the client has experienced the service overall

·         Appreciate how the client views the service’s role in addressing/ resolving the problem.

·         Understand the difference the service’s intervention made, both personally and in terms of the legal problem.

Suggested advisor questions:

How did the advice and support provided resolve the client’s problem(s)?

How did this advice and support benefit them personally?

What was the client’s overall experience of the advice service?

 

Suggested client questions:

 How did the advice and support, help resolve your problem?

 How did this advice and support benefit you personally?

 How do you feel about your problem now?

Is there anything you would like to highlight about your experience of the service - good or bad?


Page 6

Please complete the expenditure form below, covering the period of 1 October 2025 - 31 March 2026.

Please replace the items in angled brackets with the relevant description,  insert the corresponding cost amount, enter 0 if there is no cost involved.




1. STAFF COSTS (i.e. salaries and wages)
2. M&E COSTS
3. OFFICE COSTS (INCL. IT/COMMS EQUIPEMENT)
4. RUNNING/PREMISES COSTS
5. EXPANSION OF SERVICES OFFERED
6. OTHER EXPENDITURE

Page 7

Sharing your data and information

The Access to Justice Foundation will electronically hold and process personal data about you for the purpose of managing the Improving Outcomes Through Legal Support grant programme. 

 

We will use the information you give us in your reporting submission and in supporting documents for: monitoring grants and evaluating the way our funding programmes work, and the effect they have.

 

We may also give copies of this information to individuals and organisations such as:

 

  •         Accountants, auditors and external evaluators
  •         Other organisations and individuals with a legitimate interest in Ministry of Justice grants.
  •         Other organisations for the prevention and detection of fraud

 

The Access to Justice Foundation will keep information for 7 years after the final delivery date.

 

Your privacy is important to The Access to Justice Foundation. For more information about how we use your personal data, please read our Privacy Policy.

 

Please confirm below that you consent to The Access to Justice Foundation processing your data for the purposes outlined above:

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