New research reveals that clients express high satisfaction with civil legal aid, noting it significantly improved their lives.
Most clients receiving civil legal aid have expressed overwhelmingly positive experiences, highlighting how it effectively helped them resolve crucial issues and improve their overall well-being. Despite challenges such as obtaining financial documents like bank statements and dealing with ‘trapped capital’, the benefits of legal aid far outweigh the difficulties faced by many.
The study, published by the Ministry of Justice, involved interviews with 12 clients and 10 advice agency workers. A strong relationship between service providers and users was deemed essential, with many clients appreciating the efforts of providers who went ‘above and beyond’. However, there were instances where relationships broke down, leading to dissatisfaction among some users.
One of the primary hurdles identified was establishing eligibility, requiring clients an average of two weeks to assemble the necessary documentation. Those unable to access bank statements online had to visit a branch, which became increasingly challenging with the closures of many high street banks. An advice worker noted that delays in obtaining and submitting bank statements often led to them becoming outdated, necessitating a restart of the process.
Furthermore, individuals financially linked to abusive partners or those lacking a financial footprint in the UK, such as some immigration and asylum clients, faced additional barriers. ‘Trapped capital’, where inaccessible assets make clients ineligible for aid, posed another significant issue. Though guidance on trapped capital was updated, it remains poorly understood by legal aid providers and signposting staff, limiting its effectiveness in practice.
Despite these challenges, the Legal Aid Agency has shown discretion in disregarding trapped capital when it stands to potentially breach a client’s human rights, though awareness of this option is limited. The research also highlighted a lack of awareness generally, with some clients spending unnecessary time and money on other legal assistance before seeking legal aid.
Practitioners involved in a related study expressed that clients often found the legal aid process frustrating, particularly in the early stages. They suggested improvements such as streamlining the eligibility verification process, potentially by allowing government departments to verify financial status electronically. This could reduce the need for multiple agency interactions and extensive paperwork.
Early engagement with clients was also recommended to enhance their legal aid experience. By advising clients on their issues and available options sooner, including mediation, many cases could potentially avoid litigation, reducing stress and confusion for clients.
Civil legal aid provides significant benefits, despite challenges in the process. Continued improvements could further enhance client experiences.
