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In the context of high rates of domestic violence and abuse (DVA) during the pandemic, specialist DVA services have been required to adapt rapidly to continue to deliver essential support to women and children in both refuges and the community. This study examines service users’ experiences and views of DVA service provision under COVID-19 and discusses implications for future practice. Data are drawn from a wider evaluation of DVA services in five sites in England. Fifty-seven semistructured interviews and five focus groups were conducted with 70 female survivors and seven children accessing DVA services during the pandemic. Analysis identified key themes in respect of the influence of COVID-19 on the experience of service delivery. COVID-19 restrictions had both positive and negative implications for service users. Remote support reduced face-to-face contact with services, but consistent communication counteracted isolation. Digital practices offered effective means of providing individual and group support, but there were concerns that not all children were able to access online support. Digital support offered convenience and control for survivors but could lack privacy and opportunities for relationship-building. The pivot to remote delivery suggests directions where DVA services can expand the range and nature of future service provision.   Key messages   Adult and child survivors were able to derive benefit from remote service provision during the COVID-19 pandemic in 2020 and the creative and flexible support of specialist DVA practitioners was evident.  Challenges were identified in relation to remote support for children and providing groupbased peer support and recovery work for women.  Service providers should consider how to incorporate greater choice of support methods including online formats as part of their support for women and children in future and ensure that these are accessible to all users of DVA services.

Experience of specialist DVA provision under COVID-19: listening to service user voices to shape future practice