7 in 10 Britons believe public services are failing to meet their expectations

• 71% of the British public believe public services are failing to meet their expectations 
• 60% of the public believe addressing challenges facing public services requires both increased funding and significant reform

A new report by Ipsos reveals the new Labour government has come into power facing a growing sense of dissatisfaction among the British public regarding the state of public services.  The public believe that more funding and more reform are necessary to improve public services, although they don’t always agree on the best way to get there.

The research, based on fieldwork 25 April – 1 May 2024, shows most of the public think these vital services are failing to meet their needs and expectations, citing concerns about underfunding, bureaucratic inefficiency, staff shortages, poor political leadership, delays and a lack of responsiveness and accountability. This unhappiness is widespread, with satisfaction low across a range of public services. The public wants easily accessible, more joined-up services that offer genuine value for money. 

They envision a system that prioritises social responsibility and collective well-being, with services tailored to local community needs. This is likely influenced by economic anxieties, the experience of Covid, stagnant wages, and a rising cost of living, which have intensified the need for a strong social safety net.

This public sentiment presents a complex challenge for policymakers, who must balance the desire for increased investment with concerns about the impact of tax increases on personal finances.  There are also other areas of reform that are more contested with no single easy answer, such as the role of alternative providers, how best to communicate and engage with the public over public services, and the role of new technology.

Commenting on the findings, UK Managing Director of Public Affairs at Ipsos, Trinh Tu, said:
 

This report shows the challenges facing the new government, who have come into power at a time when the large majority of the public feel that public services are falling short of their expectations, on top of their ongoing economic concerns.  There are signs of a boost in expectations immediately after the election that public services would improve, but that just makes it more important that the government can deliver tangible upgrades in the services that Britons receive.

Beyond the immediate short-term concerns, the findings also highlight a need for open and transparent communication from policymakers about the potential trade-offs of different policy choices. Building trust in the government's ability to deliver on its promises will be crucial in addressing public concerns and ensuring the long-term sustainability of vital public services.

Technical note:

The findings presented in this report are based on responses from a nationally representative sample of 5,875 UK adults aged 16+ drawn from the Ipsos UK random probability online Knowledge Panel, surveyed between 25 April – 1 May 2024.  Data are weighted to match the profile of the population.  All polls are subject to a wide range of potential sources of error.