Ask. Check. Explain. Listen. Then decide.
Right First Time UK is calling for a new standard across public services: before making a decision that could affect someone's money, family, home, health, benefits, rights or wellbeing, staff should ask the extra question, check the evidence and clearly explain what is needed.
FIRST TIME NEVER ASSUME
The Never Assume Approach
Too many serious problems can begin with one incorrect assumption. A member of staff may assume they understand somebody's circumstances, assume information supplied by another person is correct, or assume the public already knows what evidence is required.
The result can be an incorrect decision that takes weeks, months or even years to correct.
The Get It Right First Time Code
Before making an important decision, public-service staff and decision-makers should follow these ten principles.
ASK
Ask enough questions to understand the person's actual circumstances. One additional question may completely change the decision.
EXPLAIN
Explain how the process works, what the organisation needs, what happens next and what rights the person has.
CHECK
Verify important information before relying upon it, particularly where it could lead to financial, legal, family or other serious consequences.
LISTEN
Properly consider what the affected person is saying and do not ignore evidence that contradicts information already held.
NEVER ASSUME
Do not automatically turn an allegation, estimate, historic record, database entry or computer-generated figure into established fact.
RECORD
Keep an accurate record of the information supplied, the evidence considered and how the decision was reached.
EXPLAIN THE DECISION
Tell the person what was decided, why it was decided, what evidence was used and how the decision can be challenged.
CHECK THE IMPACT
Consider whether the decision could cause avoidable financial hardship, family problems, homelessness, health impacts or another serious consequence.
CORRECT ERRORS EARLY
When credible information suggests something may be wrong, investigate it and correct the problem rather than simply defending the original decision.
LEARN
Use complaints, successful appeals, overturned decisions and mistakes to prevent the same failure happening to somebody else.
Ask One Extra Question
Sometimes one additional question could stop an incorrect decision before it happens.
“That's the information we have.”
Ask: “Is there anything about your circumstances that could make this information inaccurate?”
“You haven't supplied the evidence.”
Ask: “Do you understand what evidence we need, what would be accepted and how you can provide it?”
“Another person has told us this happened.”
Ask: “Is this disputed, and is there evidence we should obtain before relying upon it?”
Evidence Responsibility
People should not have to guess what evidence an organisation expects.
1. What is missing?
Tell the person specifically what information or evidence has not been provided.
2. What would satisfy it?
Explain what type of evidence would normally meet the requirement.
3. Where can it come from?
Explain where the evidence can reasonably be obtained.
4. How long is available?
Clearly state any deadline and what someone should do if more time is needed.
5. Does the person need help?
Offer appropriate support or reasonable adjustments where necessary.
6. Give a fair opportunity
Where possible, give the person a meaningful chance to provide missing evidence before an adverse decision is made.
Don't Just Say “Send Evidence”
Explain what evidence might actually help prove the relevant fact.
Income
- Payslips
- HMRC records
- Tax returns
- Accounts
- Relevant benefit information
Housing
- Tenancy agreements
- Rent statements
- Inspection reports
- Photographs
- Correspondence
Children & Caring Arrangements
- Relevant court orders
- School information
- Agreed schedules
- Relevant professional records
- Other appropriate evidence
Disability & Additional Needs
- Relevant medical information
- Professional reports
- Care plans
- Education records
- Evidence explaining day-to-day impact
Before You Decide — Ask Yourself
What do we actually know?
How do we know it?
Where did the information come from?
Is the information current?
Has it been verified?
Has the person disputed it?
Is there contradictory evidence?
Have we properly considered that evidence?
Have we explained why one piece of evidence was preferred?
Could one additional question prevent an incorrect decision?
Don't Blindly Trust Computer Systems
A computer-generated figure, automated recommendation, database entry or historic record should not automatically be treated as fact.
Human accountability must remain.
Where information materially affects somebody, staff should be able to identify where it came from, check whether it remains accurate and correct it where reliable evidence demonstrates that it is wrong.
Technology should support decision-making. It should not remove responsibility for getting decisions wrong.
Listen to Both Sides
Where a public decision involves conflicting accounts, one person's account should not automatically become established fact simply because it was reported first.
Record allegations as allegations.
Record disputed information as disputed.
Seek appropriate evidence.
Give the affected person a reasonable opportunity to respond.
Then make an evidence-based decision.
Ask About Support and Reasonable Adjustments
People may have disabilities, communication difficulties, learning difficulties, neurodivergence, mental-health difficulties or other needs that affect how they understand or participate in a process.
“Is there anything we can do differently to help you understand or take part in this process?”
CORRECT THE MISTAKE.
DON'T DEFEND THE MISTAKE.
Correcting an error early should be recognised as good public service.
Learn From Complaints and Appeals
Complaints, overturned decisions and successful appeals should be treated as evidence about where systems are failing.
Look for patterns
- Repeated complaint themes
- Incorrect calculations
- Evidence being overlooked
- Poor communication
Look for systemic failures
- Decisions overturned internally
- Tribunal or court reversals
- Ombudsman findings
- Automated-system problems
The Right First Time Promise
We will treat people with respect, fairness and compassion.
We will not assume.
We will ask, check, explain and listen.
If evidence is missing, we will explain what is missing and what would normally satisfy the requirement.
If credible evidence suggests we have made a mistake, we will investigate it instead of simply defending the original decision.
Our goal will be to get it right first time.
Help Us Build Public Services That Get It Right First Time
This campaign can apply across government departments, councils, healthcare, housing, education, social care, courts, tribunals, enforcement bodies and organisations delivering services to the public.
CHECK ONE MORE TIME.
NEVER ASSUME. Get it right first time.