Law Society unveils 14-point blueprint to modernise civil justice and boost legal support access.
An AI-powered ‘NHS 111’-style helpline for legal advice could save the UK government £72 million over five years, according to a new report by the Law Society of England and Wales. The proposal is at the heart of a sweeping 14-point blueprint to overhaul the civil justice system and make it more accessible for ordinary people.
Dubbed 21st Century Justice, the project sets out a vision where legal services are as easily available as healthcare, responding to what the Society calls an urgent crisis in public access. Its findings are stark: just one in six people believe the justice system treats everyone equally, while 90% of people in some legal areas lack access to local support.
To address these failings, the Society is urging the government to fund and deploy a publicly trusted triage tool, powered by generative AI, to guide people through civil justice options. The concept mirrors the NHS 111 service in healthcare—offering tailored legal support and signposting users to online resolution tools based on their needs.
In a real-world demonstration of feasibility, the Society partnered with the Solicitors Regulation Authority, Access to Justice Foundation, and Bangor University to build a prototype employment law triage tool. Delivered in under six months, the tool uses AI to assess a user’s legal situation and recommends the most appropriate course of action—including dispute resolution or formal proceedings.
President of the Law Society, Richard Atkinson, described the justice system as “a public service, just like health and education,” arguing that legal support should not depend on wealth or postcode.
“Whether it’s fighting eviction, tackling workplace discrimination or dealing with family breakdown, people need legal help they can trust,” Atkinson said. “Our 21st Century Justice report offers practical solutions for redefining the justice system for the common good.”
Embed from Getty ImagesThe blueprint also targets other bottlenecks in the system. Among the proposals:
- Reforming the Legal Ombudsman and simplifying the complaints process for users
- Investing in legal aid, which has seen swingeing cuts over the past decade
- Promoting legal expenses insurance—both before and after events—as a viable funding option
- Encouraging unbundled legal services, where clients pay for parts of a legal case rather than full representation
The Law Society warns that the county court system is plagued by outdated processes and severe delays, leading to further barriers for vulnerable individuals. The new report urges the Ministry of Justice to embrace digital innovation and fund triage tools that reduce unnecessary litigation.
Atkinson said these are not abstract concepts but actionable policies: “The justice system should evolve to reflect the realities of the 21st century. With the right political will, we can create a system that is fairer, faster, and genuinely serves the public.”
He stressed that justice is not a privilege but a cornerstone of national prosperity, stating, “A justice system that works well is a measure of progress and prosperity that affects all of us.”
With cross-sector backing and clear cost savings, the Law Society believes the report presents a roadmap for sustainable reform—one that brings the civil justice system closer to the people it is meant to protect.
