View the Qualitative Insights Repository

The Qualitative Insights Repository is online platform for partners and council teams to share and view insights gathered from Wirral residents. It hosts Health and Wellbeing evidence gathered throughout Wirral. The insights shared have been gathered by Wirral's Qualitative Insight Team and a variety of partners from across the Community, Voluntary and Faith sector.

Building on the work of Wirral's Public Health’s Qualitative Insight Team, the Qualitative Insights Repository host insights which explore the wider determinants of health here in Wirral and delve deep into the reasons behind the health inequalities experienced. The insights will support partners and council teams when making resident-focused decisions.

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  • Customer Experience - Qualitative Insights

    Customer Experience - Qualitative Insights

    This research was conducted by the Qualitative Insight Team in Public Health, Wirral Council, following a request to better understand resident and staff experiences of the corporate complaints process. The team explored how customers navigated the journey from initial enquiry to formal response, asking questions about communication, clarity, expectations and the personal impact of delays. Staff were asked about confidence, capacity, process boundaries and communication challenges. The aim was to identify barriers, highlight good practice and generate actionable learning to inform the Customer Experience Strategy and working group, and improve how complaints are handled across services.

    09 Mar 2026

    Insight provided by: Qualitative Insight Team, Public Health, Wirral Council

  • Residents’ and professionals’ experiences of accessing, navigating, and relying on the Household Support Fund in Wirral.

    Residents’ and professionals’ experiences of accessing, navigating, and relying on the Household Support Fund in Wirral.

    This qualitative research explored how residents and professionals experience the Household Support Fund (HSF) in Wirral. Insights highlight complex reasons for seeking support, including financial hardship, mental health challenges, ageing, physical health issues, and institutional barriers such as immigration status. Residents reported significant barriers including stigma, digital exclusion, language, cultural differences, and delays in accessing help. Communication was found to rely heavily on word of mouth. Professionals described increasing demand, uncertainties about ongoing funding, and challenges supporting people in crisis. The findings provide a detailed picture of residents’ reliance on HSF and the essential role of community organisations.

    19 Feb 2026

    Insight provided by: Qualitative Insight Team, Public Health, Wirral Council