By Rachel Marangozov, Anne Bellis and Helen Barnes
This research was designed to explore the experiences of ethnic minority customers using Jobcentre Plus services, and to identify any specific issues and how these might usefully be addressed. It is based on qualitative research conducted with 83 Jobcentre Plus customers in four locations across England, which were chosen on the basis that they would provide a mix of diverse areas and less diverse areas in terms of their ethnic minority population. These customers were from eight of the main ethnic minority groups in the UK. White British customers were also included in this research to explore whether the experiences reported are typical of the entire population sampled or unique to specific ethnic groups.
The findings in this report detail levels of satisfaction among customers in terms of satisfaction with Jobcentre Plus services, access to and use of Jobcentre Plus services, and parity in treatment. The findings also detail customer perceptions of employment barriers and issues.