The watchdog created to prevent another building-safety catastrophe has made some dangerous blocks wait months for permission to become safer. In London, the delay has approached an entire year. Seven months is now...
Category - Insights
Insights into the world of responsiveness studies
Jonathan Friedman
Stephen WaltersAccessibility 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...
Peter Friedman
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...
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...
Don’t Come Back Until You’re Homeless: How Early Intervention Could Save Councils Billions
Britain’s housing crisis is usually described through rents, shortages and welfare. Yet another failure sits between those pressures and homelessness: people cannot reliably warn the system before their accommodation...
Patients have become the NHS’s unpaid follow-up department
The NHS waiting list is visible because it is counted. The administrative work surrounding that wait is less visible, although patients perform more of it every day. People telephone departments, check whether referrals...
Richard Hall
No reply. Slow reply. Unhelpful reply. Why doesn’t accessibility cover this?
Accessibility is strictly written into laws on disability and communication. But replies? We’ll get back to you on that. Maybe. Eventually. Maybe not. Recent research has carefully documented these familiar digital...
Law Firms Don’t Have a Lead-Generation Problem. They Have a Reply Problem
Law firms invest heavily in generating new enquiries. They pay for search advertising, search engine optimisation, redesigned websites, directory listings, social media, referral networks and business-development teams...
The 42 Hour Paradox: Why We Keep Making Our Responses Slower
We are currently living through a bizarre operational paradox. In the last two decades, corporate technology stacks have evolved exponentially. We have transitioned from basic email servers to complex CRMs, intelligent...
Gabriel Fitzpatrick
Today’s Zero Trust Frameworks Are Creating Inbox Paranoia
Here at ReplyResearch, we’re constantly on the lookout for insights impacting your corporate reachability and responsiveness. We just uncovered a truly fascinating piece of academic research that comes up with a brand...
