Research such as the pilot LULU survey demonstrates the critical need to understand service users' experiences, identify factors influencing these experiences, and quantify the impact of new approaches.

This project explores the experiences of VLSB+C's customers – both the general public and lawyers – to address precisely these needs. It seeks to understand interactions with the VLSB+C while examining differential experiences, the role of legal capability, referral practices, and wellbeing outcomes.

The ultimate aim is to improve customer interactions with the VLSB+C and better meet their needs.