Source · Select Committees · Justice Committee
Recommendation 6
6
Accepted
Block listing negatively impacts court users and undermines trust in the County Court system.
Conclusion
We recognise the role that block listing plays in providing flexibility to the schedule considering the high settlement rate in the County Court. However, we have heard concerns that it negatively impacts court users through financial implications and the increased frustrations of all parties resulting in more people settling as a means to end the cycle of uncertainty. This ultimately undermines trust in the system. (Conclusion, Paragraph 41)
Government Response Summary
The government details an action plan to improve County Court contact services, including integrating Civil Auto File Share (CAFS), implementing a multiskilling programme for call handlers, introducing clearer contact points, and rolling out webchat and query management tools.
Government Response
Accepted
HM Government
Accepted
An action plan is underway to improve contact rates on County Court contact services. At the heart of this transformation is the integration of Civil Auto File Share (CAFS), a solution that enables call handlers to access the electronic court file in real time and so provide informed responses instantly, reducing delays and enhancing transparency. These improvements are supported by a multiskilling programme for call handlers and the introduction of clearer contact points for customers. The picture on performance is improving markedly: average speed to answer (ASA) has dropped from over 40 minutes to 13 minutes as of July 2025 although we recognise there is more to do. Webchat and a query management tool for legal professionals is now live in several centres, offering faster resolution for routine queries, and query management for litigants in person is being rolled out nationally from September.