Recommendation 4

HMCTS has improved how it communicates with stakeholders, but many still do not feel listened to, undermining trust in reform. Since we last reported, HMCTS has restructured the way it engages with stakeholders and is giving them more information on reform. However, representatives from the legal profession do not feel listened to—instead their overriding impression is that HMCTS engages with stakeholders to communicate information rather than to listen and gain insight that will help shape reform. They also feel that HMCTS could be more transparent about the rationale for decisions. This concern was echoed in a recent stakeholder survey undertaken by HMCTS, which found that 42% of respondents did not believe HMCTS is open and transparent. HMCTS accepts that trust is undermined by myths and suspicions around the motivations for the reforms. The Ministry and HMCTS acknowledges that without putting users at the heart of the changes, the reforms will not succeed, and has assured us that it will do more. Recommendation: HMCTS should set out what it will do to shift its engagement with key stakeholders from broadcasting information to genuinely listening and responding to feedback. It should provide examples where this engagement has resulted in change.