Experience of victim services following the change to local commissioning

This thesis explores the victim experience of victim services commissioned by Police and Crime Commissioners (PCCs) in two areas of England. Victims of crime, staff and volunteers from victim support agencies and representatives from PCC Offices participated in interviews and focus groups to better understand the changes that have taken place around the commissioning of victim support services, and the victim label.

Benefits of localised commissioning of victim support services were minimal, with the most significant being the opportunity to ensure that victims of crime are always in receipt of the best possible services to support them. Typically, victims of crime engage with just one victim support service and were not referred between victim support agencies. Short term contracts made it difficult for victim support agencies to plan ahead, with a lack of certainty often leading to additional stress and workload for services supporting victims and competing for contracts.

Findings indicate that there are a variety of characteristics associated with victims of crime. Many victims of crime are not opposed to the use of the word ‘victim’, but the decision to use this should be made by them, not the people working with them, and should flex to their needs. Victims of crime are keen to share their story in the hopes of making a difference and helping to improve services for future victims of crime.

The Covid-19 pandemic necessitated a move to remote working, with many victim support services taking a step back from in person support, as they did not consider their support an essential service. Since the end of the pandemic, it is unclear whether these services have returned to their pre-pandemic methods of working, but the decision as to whether an individual is supported in person or not should remain with the victim of crime.