Research and analysis

Executive summary

Published 7 October 2024

Background and approach

In spring/summer 2023, DWP carried out exploratory research on six co-located jobcentres across England and Wales. Co-located jobcentres share a permanent lease agreement with other external organisation(s).

The research aimed to understand what co-located models look like, including which organisations are co-located; to understand the experiences, benefits, and challenges of using sites; and to capture a variety of experiences across specific geographical contexts and models.

This report aims to outline the common and local findings of the sites visited and provide key insights to improve the strategic evidence base for future delivery. While the research aimed to include a range of co-location models and experience, findings cannot be generalised to all co-located sites as all sites shared a similar model of co-location. 

Headline findings

Operational environment

Buildings were generally considered accessible spaces that could meet user needs; however, lack of control over décor, signage and space, increased burdens for staff providing information. Concerns were raised around lack of privacy including in shared staff areas which were considered limited or unsuitable, with implications for service delivery. DWP staff felt that the space they occupied within sites was ineffective; lack of space impacted the feasibility of increasing staff capacity and resource.

Communication, integration and engagement

Customers using the sites had positive experiences of staff. Signposting often took the form of physical handovers, which was perceived as effective customer service. Proximity and willingness of staff to interact with other services was regarded as contributing to effective integration and staff communication. Successful integration was sometimes attributed to individual rather than collective strategies; personality type, management style and job roles could shape experiences, with key individuals sometimes acting as conduits between and across services. DWP staff felt communication and engagement with other DWP staff was also positive, despite there being different service staff on site. Security officers’ ability to provide adequate support to staff and customers influenced working relationships from participants’ perspectives and shaped how comfortable site users said they felt.

External factors impacting service integration

Staff had a better understanding of services within the building and local area than customers, but encountered issues when they were not aware of up-to-date contact information. Signposting to external support was less effective when travel was required by customers. Police presence as a co-located organisation on site caused frustration and confusion for some, particularly when they were not accessible because they did not offer face-to-face services. The best service integration came when co-located or closely located services were supporting the same customer types. COVID-19 and increased digitalisation had an impact on face-to-face services offered, with more hybrid working, which reduced opportunities for service integration in some sites but allowed additional organisations on sites in other cases. Access to high quality and consistent wireless connectivity was a priority and, in some sites, poor quality connections impacted service delivery. On-site access to computers for customers has become an increasing priority, as well as the necessity to support customers to move to digital services. More commonly, access to technology was provided by co-located organisations instead of DWP.