Press Release
Innovative Schemes Improve Access to Legal Advice
13th August 2004
The Legal Services Commission (LSC) has today published the research into their pilots of alternative methods of delivery for legal advice. The publication of the research comes one month after the launch of Community Legal Service Direct, the national telephone and internet service, which has received an impressive 4,000 calls in its first month. The results of the research have been instrumental in the creation of Community Legal Service Direct.
The three pilots - Telephone Advice, Housing Possession Court Duty Schemes and Specialist Support - ran between 2000 and 2004. Their aim was to determine how best to improve access to different types of legal advice which target socially excluded and vulnerable people.
The report reviews the pilots, analyses the impact the service had on clients and users and makes recommendations for future provision. The LSC has already implemented a number of the recommendations.
Martin South, Head of Policy & Strategy (Community Legal Service) at the LSC, welcomed the report, saying: "The Legal Services Commission is constantly looking at new and innovative ways of providing help and advice to our often vulnerable clients. The client is at the centre of all the work we do. This research shows that alternative methods of providing legal advice, such as, over the telephone are high-quality, cost-effective and timely. The success of Community Legal Service Direct in its first month proves the benefit of making telephone advice available nationally."
Telephone Advice plays a valuable role in increasing access to advice for vulnerable and disadvantaged clients. 30% of the clients who used the pilot service had mobility problems, disabilities or could not easily reach an advice centre. Many of those who received advice over the telephone would not have sought help if the telephone advice had not been available.
The pilot demonstrated that advice provided over the telephone was easy to understand and delivered positive outcomes which compared well with face-to-face advice.
The Housing Possession Court Duty Scheme is an emergency service for people facing eviction. The service provided last minute quality advice in 13 courts before a hearing. Possession orders were granted in only 8% of cases where the help of the duty solicitor was sought. Positive feedback received from the courts said the scheme not only helped clients but also helped the running of the court: adjournments were reduced, hearing times shortened and court staff were reassured that vulnerable people were being properly represented.
Over a 12 month period the scheme helped over 5,000 clients.
In line with the recommendations made in the report, this service continues to be funded in areas where it is most needed, as identified by local Community Legal Service Partnerships (CLSPs) and Regional Contracting Strategies.
The Specialist Support pilot provided suppliers of legal advice with expert information on specific categories of law.
The helpline service was most commonly used for advice on complex, unusual or developing points of law and obtaining up-to-date copies of legislation. 92% of users said the Specialist Support led to successful outcomes for their clients. As a direct result of the support provided through this service, suppliers felt they had the time to take on extra work and represent clients at a more advanced level.
In an 11 month period, more than 1,800 organisations used the Specialist Support service. A total of 14,483 advice sessions were given in the period, with many organisations using the service more than once.
National Specialist Support lines in nine categories of law (Community Care, Debt, Employment, HIV/AIDS, Immigration, Housing, Mental Health, Human Rights/Public Law and Welfare Benefits) are now available as a result of the recommendations made following the evaluation of this pilot.
ENDS
Media Information:
Richard Shand
Tel: 020 7759 0491
E-mail: richard.shand@legalservices.gov.uk
Notes to Editors
1. Members of the press can obtain copies of the report Improving access to advice in the Community Legal Service from Richard Shand.
2. The report is available from the LSC website http://www.legalservices.gov.uk/.
3. The Community Legal Service Direct telephone advice line (0845 345 4 345) provides legal help on welfare benefits, debt and education for the whole of England and Wales. The website www.clsdirect.org.uk features easy to understand legal information, a search capacity enabling people to find a legal aid adviser or solicitor in their area, and an on-line calculator allowing them to check their eligibility for legal aid.
4. The Legal Services Commission helps people obtain publicly-funded legal and advice services. Its work is particularly important in ensuring that the vulnerable and socially excluded have access to justice.
It replaced the Legal Aid Board in 2000 and is an independent public body, sponsored by the Department for Constitutional Affairs. It helps the community through the development and administration of the Community Legal Service and Criminal Defence Service in England and Wales.
Last updated: 28 December 2006