Page 109 - Solving Housing Disputes

to be resolved, various options for assistance in bringing a dispute should be
available:

(a) legal advice available through the portal (discussed below);
(b) case workers fielding initial inquiries, providing basic procedural advice,
signposting to advice and helping people complete paper-based forms in
pre-existing jurisdictions; or
(c) case workers acting as a proxy to help people complete the HCRS digital
staged guidance.

Design

4.23 The HCRS should be designed to make clear that the redress providers, courts
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and tribunals within it are constitutionally distinct from Government. The
failure to demarcate online courts as constitutionally independent through design
remains an ongoing issue for the Reform Programme. For example, the branding
313
of “Make a money claim online” and the Department of Work and Pensions
are indistinguishable, despite them performing constitutionally distinct
functions:

4.24 Trust in the independence and impartiality of the HCRS will be essential for
uptake. We recommend that the HCRS portal feature distinct design from

312 An identical design to Government services may blur the visible independence of courts, tribunals
and redress providers, which may cause mistrust and lack of motivation, key drivers of digital exclusion,
see JUSTICE note 43 above para 3.36-3.38.

313 See Make a money claim online https://www.gov.uk/make-money-claim

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