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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 30 September 2026..
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).
a) Observations related to under-representation of particular groups among your service-users and any difference between your protected characteristics statistics in relation to the IOTLS-funded service in comparison with the figures for your non-IOTLS services. (150 words max)
b) Key trends in common types of issues advised / supported on including any explanations for substantial increases or decreases observed in areas of law for particular months (150 words max).
c) Observations related to the type and volume of referrals into your organisations compared to signposting and referrals from your organisation (150 words max).
d) Key trends in types of delivery methods (e.g. telephone, face to face, online) mostly commonly used, including use of multiple methods for the same client (150 words max).
e) Key trends in user needs (e.g. first time support for a legal matter, support before hearing day) at court/tribunal. (150 words max).
f) Other (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:
* 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)
Case study/Client Testimonial template
(Maximum 300 words in length)
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
· Understand the client’s route to the service
· Identify what service and level of support was provided
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?
How did you find out about the service?
What advice, support and/or information did you receive?
Section 3: Outcome
· 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.
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?
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?
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:
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.
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