Hundreds of Bedfordians took part in an independent community engagement exercise on the Embankment during the Bedford River Festival, leaving a large public display board covered in sticky notes detailing their struggles with the justice system.
The exercise was created by Not Guilty, a UK-based legal access initiative that operates an app connecting members of the public with legal professionals 24 hours a day.
Over two days, team members spent approximately 20 hours gathering face-to-face feedback from local people regarding their experiences with policing, legal advice, and victim support.
Participants raised recurring concerns about long waiting times on the 101 non-emergency police line, difficulty finding lawyers with relevant specialisms, and being passed continuously between support agencies without receiving practical advice.
Domestic abuse survivors and single parents highlighted significant barriers to seeking help during standard office hours, calling for flexible out-of-hours digital access, clearer signposting, and faster communication.
Participants also expressed concern about criminal suspects being publicly named on social media before conviction, alongside strong calls from local teachers and parents for early legal education in Bedfordshire schools.
OPCC survey
The exercise comes as the Office of the Police and Crime Commissioner for Bedfordshire (OPCC) conducts its own official victim support survey to assess how local services meet the needs of crime victims across the Borough.
Read: Bedford Borough crime victims asked to shape future support services
Responding to the feedback regarding 101 waiting times, a spokesperson for Bedfordshire Police explained that the force control room receives thousands of calls each month.
The spokesperson urged local people to choose the correct contact method, stressing that “calling 999 when there is no immediate threat can delay our response to someone who urgently needs help.”
For non-urgent matters, the force advised using 101 or accessing online reporting tools and live webchat via their website, describing digital options as “often the fastest and most effective” route.
They added that 101 and webchat services are handled by experienced staff, while non-policing issues such as noise complaints should go to local councils to avoid “unnecessary pressure on emergency policing resources.”
Selina Nahar, founder of Not Guilty, who carried out the exercise, said: “People often enter the justice system at one of the most difficult points in their lives. They may be frightened, vulnerable or completely unfamiliar with the process.
“Access to justice is not simply about whether a service technically exists. It is also about whether people know that it exists, can reach it in a timely manner, understand it and feel able to use it.
“People should not have to encounter the justice system before they learn how it works. My wider mission is to help change the justice system for communities, with the communities.
“The people affected by the system must be included in discussions about how it should improve.”
Findings to be shared with OPCC
Following engagement with local police officers, probation workers, and educators at the festival, work is now underway to collate the feedback into an anonymised report to share with the OPCC.
Plans are also being developed for a physical community space in Bedford, titled the Not Guilty Hub, to provide local people with signposting, educational resources, and direct links to verified legal advice.
Nahar said: “I told those who participated that I would do what I could to ensure their voices were heard.
“I am therefore keen for the material to be used constructively, both through responsible reporting and by the organisations that are in a position to improve services.”
If you would like to provide feedback on your own experiences with victim support, you can complete the PCC’s questionnaire online via the PCC’s survey portal.
Anyone requiring immediate or ongoing support can access confidential assistance through Signpost to Support or Victim Support.
To find out more about the Not Guilty app, head to their website.
