Social Security Experience Panels: agency buildings

How agency buildings should look

Social Security Scotland wants to ensure that it meets client's expectations around how agency buildings should look. Focus group participants started by considering how agency buildings should look externally.

Exterior look of agency buildings

Participants told us that the external look of the building was important, as it could influence their initial perceptions of the agency.

'The look of the building can affect your feeling as you approach.'

Few participants gave specific examples of how buildings should look externally, however many requested that they look different to those used by DWP:

'Have buildings that look different from stereotypical DWP buildings.'

Participants discussed whether the exterior of the building should be easily identifiable, with some participants pointing out that people may not want others to know they were visiting the agency. They felt that clear, but subtle signage would allow visitors to identify the building without making the building stand out:

'Buildings should have clear signage done in a subtle way'.

However other participants were happy for the building to be clearly associated with the agency, with one commenting that local people would know the function of the building irrespective of how it was signed:

'[There] needs to be big signs. Even if they weren't there, everyone would know what it is, so have signs. […] Locals would know, new people to the area wouldn't.'

Interior look of agency buildings

Participants had mixed opinions on the specific aspects of how the agency's buildings should look and feel internally, however there were several areas of widespread agreement. Most participants felt the general look and feel of the buildings should be 'relaxed' and 'friendly' with all areas being fully accessible. We heard from several participants how the current system made them feel under 'suspicion':

'I would want a more friendly and relaxed environment. The UK Government doesn't provide none of this to you, and you are made to feel like a scrounger and put on suspicion. People should not have to feel this way.'

Participants told us that accessibility should be considered at every point when designing the interior of agency buildings. Participants expected the interior of agency buildings to be easy to navigate and have clear signage.

'Clear and concise signage that isn't vague…'

Some participants told us that it was important to have distances on the sign to allow disabled participants to judge if they could walk that far.

'One thing I'd like to see inside and outside is having the distance on the sign – how far away are things.'

In terms of colours, participants felt that white walls were problematic and would 'glare' on a bright day. It was suggested more neutral colours with beige were preferable.

'Colour of the walls is one thing. When very bright, bright white walls glare a lot in my good eye. Beige would be okay, when you've got white walls with bright lights it can be overwhelming.'

Some participants requested 'dementia friendly' design features, such as walls and furniture not being particular colours or patterns:

'Certain colours are not okay for people with dementia – e.g. black and white tiles – people with dementia think that the floors are moving.'

Participants also suggested care be taken when choosing the type of flooring. Flat surfaces were said to be highly important. Certain floorings such as polished wood and carpets were seen to be hard to move around on for people with accessibility aids such as walking sticks or scooters.

Many participants told us that the acoustics of the building were important to them, with overly loud environments being overwhelming or hard to manage. They felt that care had to be taken in large rooms to manage noise levels.

For lighting, participants told us that bright lights could be difficult to deal with, particuarly for people with autism. It was suggested that there should be an option for appointment rooms to be dimmed if needed to accommodate these clients.

A small number of participants said they had difficulty with certain types of lighting, such as newer 'energy saving' lightbulbs.

'Going to the JobCentre with my son would be impossible because he would hear the lights buzzing. […] The new energy saving ones buzz.'

Many participants commented on glass screens and barriers being used, particularly in reception areas. Participants told us that they felt barriers and glass screens were unhelpful and would prefer they were not used.

'I feel reception areas should be welcoming and non-confrontational. For me, this means no glass screens.'

Participants generally felt the building should be on a single floor, however it was recognised that in some locations (such as city centres), this was unlikely to be possible. In these cases, participants emphasised the importance of ensuring lifts were reliable and operational.

'Buildings where everything is on the one level. No point having a building with lifts if they don't work…'

Participants told us they expected furniture to be accessible and easy to use. Having sufficient seats available was seen to be particuarly important, as was having a variety of seating to choose from. Participants said that being able to sit down at all stages of their visit would be useful. Some participants said that seats with backs and armrests were 'essential' for them, whilst others preferred more relaxed and 'softer' seating.

'Seating should be suitable for clients with a variety of options for different conditions…'