Ambulances are seen at the A&E department of St. Thomas' Hospital in London. Photograph: Getty Images.
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Labour will empower consumers in public as well as private sectors

The state can be made more responsive by giving citizens access to data, impartial advice and control over the services on which they depend.

The old model of politics where progress depended upon centralising the capacity to act - whether in the market or by top down state intervention - no longer works.


 The task of Labour’s Policy Review is help to change politics by devolving more power to people, giving them more control over their lives. That includes reforming how public services work. The traditional silo mentality, where different departments or services jealously guard resources, won’t work. Likewise, concerns about who provides a service - public, voluntary or private - don’t answer the questions around the role of the public themselves in the outcomes achieved.

Little has really changed in our ability to shape services directly around our own circumstances, despite the impact they have on our lives. As Ed Miliband has said, "I get as many people coming to me frustrated by the unresponsive state as the untamed market". Too often, p

atient choice is confined to options made by professionals. Limited access to personal care budgets and a lack of shared decision-making more generally means only a few get the flexibility and freedom to shape their own care.

One of the central themes of Labour’s Policy Review is how best to invest to prevent social problems in order to avoid the costs of failure. We know that reforming public services, and so improving interactions between service users and providers, is crucial to this ambition. 

As 

Ali McGovern, Liz Kendall, Steve Reed and Dan Jarvis have all argued, empowering citizens isn’t about disempowering public sector providers. Good decision-making thrives on early and continual feedback. Yet Which? report that many people don’t complain about poor public services because of fear of reprisal by providers. We can’t allow a situation where vulnerable social care users suffer in silence. Many providers already address this; from Unison’s work with personal care users and their members, or Worcester University, where patients interview applicants to be student nurses or healthcare assistants, and help deliver the training course itself.


Recently the government quietly included the public sector in its Consumer Rights Bill. This gives individuals the right to services performed with reasonable care and skill, at a reasonable price and within a reasonable time. So far the government admit this covers tuition fees, and use of childcare vouchers and personal care budgets. If a service doesn’t meet the required standard, students, parents and patients will be able to request a repeat performance, a price reduction or even a refund.
Those with the loudest voices or largest wallets will make good use of these powers; those without will be further excluded and their voices diminished.Without an alternative inclusive approach, sharp elbows will increasingly be the decisive factor at the sharp end of decisions about provision – with increasing inequality as a result.

Yet that doesn’t mean we should discount individual viewpoints. Instead we need to find ways to expand participation so both personal and collective interests can be heard together. Labour’s focus is on being on the side of every service user, seeking ways to empower all with the resources and confidence they need to act both independently and together if they so choose. To that end, we recognise that knowledge is power. Whether it is patient records, university syllabuses or school performance, we understand the benefits of unlocking access to data. More open flows of information to the public have the capacity to help create better-informed consumers who can then themselves make better-informed choices first time.



But access to data alone is not enough. Too often, those with complex needs or a lack of confidence struggle to sift through the information and make effective decisions. Users who ask for help need someone to answer the call - advocates who aren’t beholden to service providers. These advocates could assist in exercising rights and options for redress when things go wrong. 

In a study in Nottingham, 40 per cent of cases dealt with by advice agencies involved "preventable" failure caused by poor decision making in the public sector. Using advocates to provide advice and so improve how residents accessed services cut the average time taken to resolve cases from 100 days to 23 and then finally to just five. This saved time, money and tempers for all concerned.


This shows how the response users get is as important as their rights to information. We need to work with service providers to welcome user participation, and help create a culture where their expertise doesn't rest on making decisions for people, but working alongside them.
 This government will leave citizens to navigate services alone, leaving those without resources - either money or other skills - to struggle alone.

Labour’s Policy Review is looking at how we reform the public sector by devolving power to people, investing in prevention and incorporating cooperation and collaboration in the co-commissioning and design of services. Our mission is to stand shoulder to shoulder with every consumer - not blunting the efforts of those who already fight for the best services, but instead putting more power at the elbows of the rest for the collective benefit of all.

Stella Creasy is shadow minister for competition and consumer affairs, and MP for Walthamstow

Jon Cruddas is Labour policy review co-ordinator, and MP for Dagenham and Rainham

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Richmond is a victory for hope - now let's bring change across the country

The regressives are building their armies. 

Last night a regressive alliance was toppled. Despite being backed by both Ukip and the Conservative Party, Zac Goldsmith was rejected by the voters of Richmond Park.

Make no mistake, this result will rock the Conservative party – and in particularly dent their plans for a hard and painful Brexit. They may shrug off this vote in public, but their majority is thin and their management of the post-referendum process is becoming more chaotic by the day. This is a real moment, and those of us opposing their post-truth plans must seize it.

I’m really proud of the role that the Green party played in this election. Our local parties decided to show leadership by not standing this time and urging supporters to vote instead for the candidate that stood the best chance of winning for those of us that oppose Brexit. Greens’ votes could very well be "what made the difference" in this election (we received just over 3,500 votes in 2015 and Sarah Olney’s majority is 1,872) - though we’ll never know exactly where they went. Just as importantly though, I believe that the brave decision by the local Green party fundamentally changed the tone of the election.

When I went to Richmond last weekend, I met scores of people motivated to campaign for a "progressive alliance" because they recognised that something bigger than just one by election is at stake. We made a decision to demonstrate you can do politics differently, and I think we can fairly say that was vindicated. 

There are some already attacking me for helping get one more Liberal Democrat into Parliament. Let me be very clear: the Lib Dems' role in the Coalition was appalling – propping up a Conservative government hell bent on attacking our public services and overseeing a hike in child poverty. But Labour’s record of their last time in office isn't immune from criticism either – not just because of the illegal war in Iraq but also their introduction of tuition fees, privatisation of our health service and slavish worship of the City of London. They, like the Liberal Democrats, stood at the last election on an austerity manifesto. There is a reason that we remain different parties, but that doesn’t mean we shouldn't also seize opportunities like this to unite behind what we have in common. Olney is no perfect candidate but she has pledged to fight a hard Brexit, campaign against airport expansion and push for a fair voting system – surely progressives can agree that her win takes us forward rather than backwards?

Ultimately, last night was not just defeat of a regressive alliance but a victory for hope - a victory that's sorely needed on the back of of the division, loss and insecurity that seems to have marked much of the rest of this year. The truth is that getting to this point hasn’t been an easy process – and some people, including local Green party members have had criticisms which, as a democrat, I certainly take seriously. The old politics dies hard, and a new politics is not easy to forge in the short time we have. But standing still is not an option, nor is repeating the same mistakes of the past. The regressives are building their armies and we either make our alternative work or risk the left being out of power for a generation. 

With our NHS under sustained attack, our climate change laws threatened and the increasing risk of us becoming a tax haven floating on the edge of the Atlantic, the urgent need to think differently about how we win has never been greater. 

An anti-establishment wave is washing over Britain. History teaches us that can go one of two ways. For the many people who are utterly sick of politics as usual, perhaps the idea of politicians occasionally putting aside their differences for the good of the country is likely to appeal, and might help us rebuild trust among those who feel abandoned. So it's vital that we use this moment not just to talk among ourselves about how to work together but also as another spark to start doing things differently, in every community in Britain. That means listening to people, especially those who voted for Britain to leave the EU, hearing what they’re saying and working with them to affect change. Giving people real power, not just the illusion of it.

It means looking at ways to redistribute power and money in this country like never before, and knowing that a by-election in a leafy London suburb changes nothing for the vast majority of our country.

Today let us celebrate that the government's majority is smaller, and that people have voted for a candidate who used her victory speech to say that she would "stand up for an open, tolerant, united Britain".  But tomorrow let’s get started on something far bigger - because the new politics is not just about moments it's about movements, and it will only work if nobody is left behind.

 

Caroline Lucas is the MP for Brighton Pavilion.