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

Creutzfeldt, Naomi and Kyprianides, Arabella and Bancroft, Heidi and Bradford, Ben and Jackson, Jon (2023) How has the pandemic changed the way people access justice? Digitalisation and reform in the areas of housing and SEND. Project report. University of Kent, UCL, LSE, AJC (KAR id:101662)

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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.

Item Type: Monograph (Project report)
Subjects: K Law
Divisions: Divisions > Division for the Study of Law, Society and Social Justice > Kent Law School
Funders: Nuffield Foundation (
Depositing User: Milly Massoura
Date Deposited: 13 Jun 2023 08:27 UTC
Last Modified: 14 Jun 2023 09:36 UTC
Resource URI: (The current URI for this page, for reference purposes)
Creutzfeldt, Naomi:
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