How has the pandemic changed the way people access justice? Digitalisation and reform in the areas of housing and SEND

We explored the impact that the pandemic has had on the delivery of, and access to, justice in the areas of housing and special educational needs and disabilities (SEND) in England. We chose to focus on these distinct areas of law as - before the pandemic - the Administrative Justice Council (AJC) had facilitated a familiarisation workshop between Ombuds and Tribunal judges. The aim of the workshop was to develop their relationships and to identify overlaps in administrative justice responsibility to assist help-seekers find the best pathway for their grievance in a complex system. The Housing Ombudsman and the Property Chamber were interested to work together; and in SEND, the Local Government and Social Care Ombudsman (LGSCO), the Parliamentary and Health Service Ombudsman (PHSO), and the SEND Tribunal expressed an interest to start conversations about raising awareness and supporting users navigate the respective pathways to redress. Our project had three connected aims: (1) to better understand the effect of rapid digitalization on advice system, redress systems and users; (2) to identify the effects on access for marginalised groups; (3) to explore how trust can be built and sustained in a justice system affected by the pandemic.