User expectations of public services

The future of the VCS’ role in public service delivery is not as straightforward as some might often think. This month the National Consumer Council ( has published 'Delivering public services: Service users’ experiences of the third sector', which it states is the first in-depth national study of third sector delivery. It unpicks what tenants, older people and job seekers think about their services. The report evidences the view that we suggested in last year’s Voluntary Sector Strategic Analysis: how an organisation is structured and what sector it comes from, matters less to consumers than whether the services work well and treat people with dignity.

Download the report (PDF 314kb)

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