One Front Door

Principle 5 – One Front Door – getting it right first time


Local people tell us that they want to be able to access lower-level support all in one place as early as possible and at an appropriate level rather than problems becoming entrenched. This applies to both neighbourhood issues and more personal issues. We want to avoid people ending up at the doors of statutory services with enforcement powers, such as the police, courts or children’s services for example – we need to be able to provide effective support sooner than this.

In relation to children and families services for example this is evidenced in research such as the Think Family reports and the Munro Review of Child Protection as well as the more recent Case for Change Report.

We want to ensure that we have safe, welcoming spaces where people can walk in, expect a warm and caring welcome and receive a response that addresses their need/s. We know that if we can respond quickly when problems are relatively small this can prevent problems becoming worse, decrease the likelihood of further, more challenging problems developing in the future and is also more cost effective.

This approach is about trying to ‘get it right first time’, so that when a person has contact with any service they can, as soon as is practicable, get access to the right person or agency and therefore the right help they need. We believe all of us can play our part by offering ‘one front door’, so that no matter which organisation people go to for support they will be helped to find the best solution and the right organisation to help them – first time. Not passed around from one to another, which is a most frustrating process.

Also, key to this is that when this goes wrong, as it might from time to time, that we acknowledge this and put things right as soon as we can. Put simply we want to get it right and right the wrongs as soon as possible.


“We need institutions and cultures where people are kind to each other, where kindness is valued and nurtured in everything we do. Unless we are routinely subject to the kindness of others, we will have little kindness to share ourselves. The kindness of others sustains our own.”

(Anon NHS worker)


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