Redefining 21st century justice as a vital public service

News

The Law Society of England and Wales has published its recommendations from the 21^st Century Justice project that offer a powerful vision for change to help narrow the justice gap.

Justice affects all of us whether we are renters or homeowners, workers or small business owners, making a will or getting divorced. We all have to deal with at least one legal issue in our lifetime, yet millions face an uphill struggle to access justice.

Research by the Law Society shows that only one in six (16%) adults believe the justice system treats everyone equally. Access to justice has been impacted as legal aid deserts have left nine in 10 (90%) people in the UK without local support in some areas of law. Outdated systems mean that only around a quarter (23%) of county court cases are fully digitised, causing delays.

The justice system is an essential public service just like the NHS and education. The 21^st Century Justice report makes recommendations to the government and the legal sector to build a civil justice system that works for everyone:

1. Create a free AI-powered tool, like NHS 111, that helps people understand their legal issue and signposts them to the help they need. This new government-backed tool could save the system around £72 million over 5 years. More than half (53%) of those who had a legal issue people looked online for information to manage their legal issue, up 4% since 2019. 
2. Fix legal aid before all skilled providers completely disappear. The government must increase legal aid fees in line with inflation and create an independent body that regularly reviews them. A new model of trust needs to be developed between the government and legal aid providers. The recent cyberattack on the Legal Aid Agency is proof of the need to modernise it and improve access to justice. Legal aid is a lifeline for many, with 89% of adults saying it is important for people who cannot afford legal services.
3. Reform access to the ombudsman system. Currently there are too many ombudsman services, which can create confusion for people trying to access the right service. The government should rationalise the ombudsman landscape and boost their powers to support better access to justice.

Richard Atkinson, president of the Law Society of England and Wales, said:

“The justice system is a public service, just like health and education. 21^st century justice should work for everyone, regardless of their background or means. Whether it’s fighting eviction, tackling workplace discrimination or dealing with family breakdown, people need legal help they can trust.

“The government and the legal sector must act on the recommendations of the 21^st Century Justice report and improve access to legal support. The project unites voices across sectors to put forward proposals such as an AI consumer tool, investment in legal aid and ombudsman reform.

“A justice system that works well is a measure of progress and prosperity that affects all of us. Our report puts forward practical solutions to achieve a vision for redefining a fair justice system that works for the common good.”

Notes to editors

Century Justice final report can be found here.

All figures, unless otherwise stated, are from YouGov Plc.Total sample size was 2,580 adults. Fieldwork was undertaken between 15th - 16th January 2025.The survey was carried out online.

The figures have been weighted and are representative of all UK adults (aged 18+). Legal Needs Survey 2023 datasets, Law Society, Legal Services Board, YouGov.