In November 2025, we spoke to 83 clients about our General Advice (GA) sessions and collected feedback from a focus group of five Specialist Advice Team (SAT) clients. We asked them questions on topics including pathways into the service, feeling heard, respected and supported, advice received and its impact and use of other aspects of Nottingham Refugee Forum. We wanted to share some of the useful and encouraging data of our impact on clients’ lives and wellbeing.
“Here, I am very happy. She was friendly and explained everything clearly. I would not feel the same if I went to [another named service] or other services.”
The main takeaway is that clients find the Forum to be a safe and welcoming place where they feel respected, valued and supported, consistently highlighting staff professionalism and the quality of services. The research found that clients hear about the Forum through word of mouth, demonstrating that people have trust in the organisation. Clients reported feeling listened to and not rushed in appointments, which helps provide hope and stability. Many consider the support they receive – including assistance accessing bank accounts, securing housing and writing CVs – to be life-changing; while many also reported using the café, attending ESOL classes, and volunteering in the garden.
“I absolutely did feel listened to and respected and I was given plenty of time to explain my issues”
The General Advice was largely considered clear, with only some clients experiencing confusion. Many clients liked having access to interpreters as they facilitate clear communication, and those who spoke English with advisers found their communication to be easily understandable.
“The Forum is like medicine; it makes things better in so many ways.”
Some clients reported needing to return to the Forum several times because only one issue could be discussed per appointment. While many queries are resolved immediately, some clients in particularly challenging situations, such as those experiencing homelessness, could not have their issues resolved as quickly. When asked about greater independence, many focus group participants said that, due to the quality of advice at the Forum, they would still seek its advice for complex processes as they trust its expertise. Many have found community in Nottingham and expressed a desire to be independent.
“I don’t like Nottingham, I love it — and it’s all thanks to the Refugee Forum.”
Even when asked about potential improvements, clients showed gratitude towards the Forum. Concerns raised included waiting times, delays and appointment schedules. GA clients suggested there could be greater continuity of care with advisors and an Arabic phone line, among other tools; while more food bank referrals could be provided for asylum seekers receiving government support, more slots could be reserved for urgent situations, and greater volunteering opportunities could be offered to boost employability.
“I don’t want to keep getting support from the government for a day longer — I want to give something back.”
For GA and SAT clients, the Forum is a place where they feel respected, listened to, and supported with high-quality advice. Already a trusted and valued space, the Forum can seek to improve further by addressing the suggestions outlined above.
Client feedback is integral to how we run our service and we are looking into how we can integrate the feedback into our advice services over the next few months.
Thank you to all those who continue to support our work, and keep our vital advice projects running for the thousands of people seeking safety who come to us for help each year. We cannot thank you enough.
“We always need the Forum and they are always there to help.”