Source · Select Committees · Public Accounts Committee
Recommendation 13
13
Accepted
MoJ failed to detail alternative legal aid routes for those unable to use remote advice.
Recommendation
In its Treasury Minute response to our predecessor’s 2024 report, MoJ acknowledged that while remote advice can be effective, some people will always require face-to-face advice. It said that it had worked with stakeholders to identify safeguards and better understand the impact of remote provision, for example, for those in custody. It stated that where remote advice is not appropriate, the LAA may intervene directly by calling providers to find a firm with capacity. But it did not set out clear details on alternative routes for those unable to access remote advice. Nor did it mention how it planned to improve its understanding of remote provision on different groups.28 25 Committee of Public Accounts, Value for money from legal aid, Thirty-Third Report of Session 2023-24, HC 481, 24 May 2024. 26 Law Society of England and Wales (MOJ0002) 27 HC Committee of Public Accounts, Value for money from legal aid, Thirty-Third Report of Session 2023-24, HC 481, 24 May 2024. 28 HMT, Treasury Minutes, 5 September 2024 11
Government Response Summary
The MoJ will explore removing barriers to providers meeting clients face-to-face, increase understanding of demand from digitally excluded individuals, and report back to the Committee in October 2026.
Government Response
Accepted
HM Government
Accepted
3.1 The government agrees with the Committee’s recommendation. Target implementation date: October 2026 3.2 The Committee’s report notes that the Legal Aid Agency (LAA) has begun to explore what it can do to remove barriers to providers meeting with clients face-to face and the department can report that work is starting to increase the department’s understanding of demand, including from digitally excluded individuals 3.3 In December 2025, the MoJ commenced a civil demand feasibility study with Ipsos, to identify options for the routine monitoring of demand for civil legal aid. This includes considering demand from vulnerable cohorts such as the digitally excluded. This study will report by the end of March 2026. 3.4 The department is pursuing a programme to transform the delivery of legal aid services, with a focus on the user experience of accessing legal aid. As part of this, MoJ and the LAA will build modernised digital systems that will enable better capture management information about user access to legal aid. However, improved “non-digital” routes for potential clients to access legal aid services will also be built. As part of this, alongside user research, the department will engage with organisations that work to fix the digital divide and explore best practice across government. The department will report back to the Committee on progress against that plan in October 2026.