A new website, shaped by what we have learned

Listening to your feedback

Over the past year, we have reviewed how we work, listened to people using our services and worked with those who refer people to us. Our new website is part of the changes that have come from those conversations.

Why we paused new referrals

We were receiving many referrals each month from people facing different difficulties across the criminal justice system. Demand had grown beyond what our volunteers could support.

For the past 12 months, we have not accepted new referrals. We needed to give our attention to people we were already supporting and work out how to offer support that we could sustain.

Some matters remained open while we waited for records, information or hearing outcomes. These delays were often outside our control, but people still needed support throughout the wait.

A simpler way to ask for help

The new website uses plain English and provides clearer routes for people seeking support, their families and professionals.

We have removed the formal referral form and moved away from a rigid referral checklist. You can start by emailing us and explaining, in your own words, what help you need. We will consider your circumstances, the support we can offer and our available capacity.

We have also reviewed the administrative processes we used when Conviction operated as a community interest company. We want to remove unnecessary steps while keeping the checks and safeguards that protect people.

More private ways to stay in touch

We have moved away from using social media to communicate with people about their support.

Our community is small. A public comment or interaction can make someone identifiable or lead others to draw conclusions about their circumstances. We want people to be able to contact us without having to make that connection publicly.

Please use email for support enquiries and avoid sharing personal or case information through social media.

Keeping case information separate from the website

Our website provides information and explains how to contact us. It does not accept referral forms, document uploads or case submissions, and we do not store case records within the website.

Keeping this information separate reduces what could be exposed if the website were compromised. This approach reflects the National Cyber Security Centre’s guidance to understand where sensitive information is held and avoid storing unnecessary copies. Read the NCSC guidance.

The website still processes some technical information when you visit. Our privacy notice and cookie policy explain this.

Email and online appointments

All our volunteers now use Proton Mail for their Conviction email, and all addresses ending in @conviction.org.uk are provided through Proton.

Messages between Proton accounts use end to end encryption automatically, helping protect communications within our team. You can still contact us from your usual email account, although ordinary messages from other email providers do not automatically receive the same protection. How Proton Mail encryption works.

All casework and advocacy appointments are offered through Proton Meet. It uses end to end encryption for calls and meeting chats, and you can join without creating a Proton account. About Proton Meet.

What we hope these changes will achieve

We hope clearer information and fewer administrative steps will help us reach more people and respond sooner.

We are choosing ways of working that fit the people who need us and the capacity of our volunteer team. We will keep listening and reviewing what works. We cannot promise to help everyone, but we can be clearer about what we offer and make it easier to ask.

Thank you to everyone who shared their experiences and helped us make these changes.