Improving justice through the victim lens

Victims are at the centre of the criminal justice process, and organisations across the system are increasingly focused on ensuring their needs and experiences help shape future improvements. The importance of this work is reflected in recent victim survey findings. In 2023, 46% of victims reported not being kept regularly informed about their case, while 40% were dissatisfied with the police response. These findings highlight the continued importance of improving communication, transparency and support throughout the victim journey. While challenges remain, our discussion highlighted the significant work already underway to create a more transparent, accessible and victim-centred experience.

One of the strongest themes to emerge from the panel was the importance of viewing the criminal justice process through the eyes of victims. Although a victim’s journey may involve multiple organisations, from policing and prosecution through to the courts and support services, victims experience it as a single journey. This creates an opportunity for agencies to work together more closely, ensuring that support, communication and information feel joined up and consistent throughout the process.

Encouragingly, there are already many examples of organisations working to achieve this.

Sarah Hammond, Chief Crown Prosecutor for the CPS North West Region and CPS lead for victims and witnesses, highlighted a range of initiatives designed to strengthen victim support. These include the Victim Transformation Programme, enhanced support for adult rape victims and pilots focused on improving support for victims of domestic abuse.

A particularly important aspect of this work is the direct involvement of victims in shaping services. Through victim reference groups and ongoing engagement activity, the CPS is actively listening to the experiences of victims and using that feedback to inform future improvements. This commitment to understanding lived experience reflects a broader shift across the criminal justice sector: recognising that effective services are designed with victims, not simply for them.

Technology is also creating new opportunities to improve the victim experience.

Malcolm Casimir, Service Owner for the MoJ’s Victims Pathfinder Project, shared insights into Track a Case, a service designed to provide victims with direct access to information about court hearings and case progression. While still evolving, the ambition behind the project is to give victims greater visibility of their case and to help them access information more easily. The discussion highlighted how important transparency can be in building confidence and trust. Victims want to understand what is happening, what happens next and where they can go for support.

The panel also explored the role of collaboration in improving outcomes for victims.

Alison Hernandez, Police and Crime Commissioner for Devon and Cornwall and national portfolio lead for criminal justice, reflected on the value of strong partnership working across the justice system. She noted that major crime investigations often bring agencies together around a shared focus on achieving the best outcome for victims and communities. She also considered how this collaborative approach could be strengthened and applied more consistently across the wider criminal justice landscape. Alison further highlighted the PCC funded Devon and Cornwall Local Criminal Justice Court Reporting Scheme, developed with the Local Criminal Justice Board and delivered by Newsquest. The three month pilot funds a dedicated court reporter to cover magistrates’ proceedings initially in Exeter, aiming to improve transparency and public confidence in local justice.

A recurring message throughout the session was that while innovation undoubtedly has an important role to play, meaningful and lasting change depends on people. It requires organisations to work together, share learning and maintain a clear focus on the needs of those they serve.

For those of us working in workforce development, this is a particularly important consideration. Delivering a more responsive, transparent and joined-up experience for victims depends on a workforce with the right skills, capacity and support. As organisations continue to modernise services and develop new ways of working, workforce planning and development will play a vital role in ensuring that improvements are sustainable and effective. This includes understanding future workforce requirements, supporting the development of key capabilities and ensuring that workforce considerations are embedded alongside service and technology transformation.