Jonathan Friedman
Stephen Walters
Richard Hall
England’s ADHD and autism services are not merely struggling with demand. They are often organised in ways that force people already seeking help to chase answers, challenge decisions and reconstruct their own route to...
Schools Get 5m Complaints Yet Almost No Teachers Trained To Handle Them
Millions of parents raise concerns about children’s safety, support and learning. New evidence shows how poor complaint handling damages trust, burdens teachers and weakens the relationships schools need. When a...
Peter FriedmanForget Sentience: Consciousness as a Service Is All About Realtime Accessibility
The next accessibility revolution may begin when software stops waiting for disabled people to discover barriers, diagnose their own difficulty, locate specialist help, and repeatedly explain what has already gone wrong...
Accessibility 2.0 Because Today’s Accessibility 1.0 Just Isn’t Accessible Enough
Accessibility is still (mis)conceived as something a ‘designer’ is solely responsible for ‘designing’ Onscreen, it’s things like contrast, keyboard access, captions and labels and in the physical world it’s ramps or...
That Fake on Facebook? No, OFCOM Won’t Help You Get Them To Take It Down
From now onwards, when fake ads steal your savings or deepfakes steal your face, YES you can legally tell Facebook and YouTube THAT they must be taken down, but not WHEN Legal issues are covered in more detail further...
The pothole crisis is finally over!
Oh yeah, just tell everyone that you’ve now fixed those extremely dangerous holes we reported to you in good faith. And if it turns out that you haven’t done anything, so what? Just let everyone know that...
Website accessibility certification: facade, charade, or just virtue signaling?
Yes, your website gets a lovely green ‘WCAG’ pass, but… What if that glowing impression of accessibility that your test credentials give your users is totally false? A top UK regulatory watchdog has...
Complaints about lawyers soar 37% while clients are left in the dark
One in four going to Ombudsman say lawyers never answer complaints First the solicitor goes quiet. Then the client complains about being ignored. Then, in far too many cases, the complaint itself disappears into the...
Why On Earth Is The Water Watchdog Drowning In Complaints?
Complaints to business water retailers barely changed last year, yet cases escalated to the Consumer Council for Water soared by 30 per cent THE answer appears to be that far more customers are dissatisfied enough with...
See it. Say it. Sorted. Officially 97% of the time, except it’s not even close to being sorted
Britain’s rail regulator says that 97.2% of complaints were dealt with within 20 working days in 2025-26. That sounds impressive. But when passengers are asked what they thought, the story becomes much less...
Your Burnout Culture: A Price Worth Paying For Responsiveness?
Researchers have investigated burnout, customer service, overloaded inboxes and delayed replies. Yet the obvious question appears largely unanswered: does workforce exhaustion make an organisation slower, less helpful...
First NHS Response? Good. Follow-Up? What Follow-Up?
This is hopefully the first of many for us, a ReplyResearch Guest Author When my husband experienced complications after eye surgery, I hoped that telling the organisation what had happened might help us understand it...
Rachel Matthews
