Organisation Description Year
Nef consulting

The socio-economic value of law centres

Table on page 12 gives an indicative summary of a client journey (including post advice).

2008
Ministry of Justice

Court experience of adults with mental health conditions, learning disabilities and limited mental capacity. Report 4: After court

Table highlights post-court advice service providers available (page 13-14).

2010
California Adminstartive Office of the Courts

Developing the Continuum of Civil Legal Services in California

Reports on courts in California directly providing legal services. This is because so many people start by going to court rather than going to a lawyer (e.g. 70% of divorce cases involve at least one person without an attorney, 90% of domestic violence cases involve no attorneys). This is delivered through Self Help Centres (Provide assistance with determining which forms to use, how to proceed with action, explain process; Neutral

2010
Cardiff University

An anatomy of access – evaluating entry, initial advice and signposting using model clients

The journey does not start well, according to this mystery shopper exercise – it is often difficult to get through on to the phone to NFP providers (page 15). In person visits fared somewhat better (page 16). First response to query summarised (page 18). Time taken to see advisor (page 19). How long interviews take (page 23). Signposting by advisors summarised (page 26 onwards). Solicitors might like to signpost to other advisors than NFP advisors (page 33).

2002
Centre for Crime and Justice Studies

CDS Direct: Flying in the face of the evidence

Summarises how suspects were treated when arrested, in relation to obtaining a solicitor (page 7 – 9). Duty solicitors are more likely to offer telephone only advice, compared with a suspect’s own solicitor (page 10).

2008
Legal Services Research Centre

Community legal advice centre: a survey of clients in reception

Table shows how clients found out about CLAS – most common source of information is generally referrals (pages 31 and 32). Another table shows where survey respondents had previously got advice fro – page 36).

2010
Legal Services Research Centre

Assessing the impact of advice for people with debt problems

Summarised at what point in debt problem advice tended to be sought (page 4).

2008
Legal Services Research Centre

The Experience of Money and Debt Problems in Rural Areas

Table on page 19 shows how consumers of debt advice went about getting advice (or didn’t),

2009
Tilburg University

Legal aid, accessible courts or legal information? Three access to justice strategies compared

Suggests in a well-functioning courts system, 60-90% of cases will settle before the court intervenes (page 7).

2010
ACCA

Providing human resources / employment advice to SMEs: the role of SMPs

SMEs most likely to need employment advice are 20+ employees who are big, but not big enough to employ and HR manager (page 21)

2010
Legal Services Research Centre

One Place, One Stop

Slide 12 map of client journey in CLAC

2010
Ministry of Justice

Twelve months later: does advice help? The impact of debt advice – advice agency clients study – Kim Williams and Anna Sansom

Survey examines what happened to respondents after getting debt advice (page 39 onwards).

2007
Legal Services Research Centre

Causes of Action: Civil Law and Social JusticeThe Final Report of the First LSRC Survey of Justiciable Problems

Responses to problems – pages 49-90

2004
Lord Chancellor's department

The effectiveness of representations at tribunals Hazel Genn & Yvette Genn

Very old data on tribunals usage (page 2). Explains journey for a range of different types of client issues – immigration, mental heath etc (page 6). Social service journey within survey sample group (page 14), immigration (page 29), industrial tribunals (page 40), mental health tribunals (page 56). This whole is very stats heavy – and broken down by many variables. consult contents page for specific stats.

1989
Centre for Socio-Legal Studies / University of Lincoln

International conference on litigation funding

Summary of journey for third party litigation funded work in Australia (page 34-35).

2010
Legal Services Research Centre

Report of the 2006 English and Welsh Civil and Social Justice Survey

Use of advisers – pages 55 -62

2007
Ministry of Justice

What’s cost got to do with it? The impact of changing court fees on users

Summary of journey court users typically go through before going to court (page ii) More details on reason why people use the court (page16 – 22). More on pre-court journey – which services did court users rely on (page 24 – 28).

2007
Legal Services Research Centre

Report of the 2007 English and Welsh Civil and Social Justice Survey

Use of advisers – page 55

2008
Department for Business Innovation & Skills

Something for nothing? Employment Tribunal claimants’ perspectives on legal funding

Summarises which types of advisors claimants go to (page 12 -13). Discussion percentage of claimants who settle (page 48).

2009
Law & Society Review

Doing business: the management of uncertainty in lawyers’ work

This whole report focuses on how major corporate deals are negotiated – who’s involved, and how the matter progresses.

2001
The Institute of Trade Mark Attorneys

Trade marks: a career in trade marks

Summarises what trade mark attorneys advise on (page 3)

2010
Changing Ageing Partnership

Digital divide, older people and online legal advice

There is little knowledge of where to find adequate information and advice for specific issues

2009
University of Westminster

CASE ALLOCATION IN ENGLAND John Flood

Summarises the court system for both criminal and civil law matters – a kind of journey (pages 3 and 4).Points out that, in commercial law disputes, ADR has become the norm (page 15).

2005
The Law Society

More civil justice? The impact of the Woolf reforms on pre-action behaviour

Discusses litigation journey for various legal specialism (pages xxi – xxvii). More on journeys for litigation post Woolf – pages 4 to 6). In PI cases, most don

2002
Legal Services Research Centre

Criminal defence services: users’ perspective

Discusses how criminal defendants get a solicitor (page 4). Page 46 – how people chose their lawyer to represent them in criminal matters (page 46).

2008
Association of British Insurers

ABI’s response to the Legal Services Consumer Panel Investigation into referral arrangements

covers the existence of claims management companies, who guide claimants to approved firms (page 3).

2010
Solicitors Journal

Reaching further

CLA phone line currently just signposts clients to legal aid providers – it could actively help them find one (page 37).

2010
Ministry of Justice

Baseline survey to assess legal services reform: Consumers experience of using legal services for personal matters

Breakdown of referrals – page 12

2010
Legal Services Research Centre

Findings from the Legal Advice Sector Workforce Surveys

Breakdown of client base of various publically funded legal advisors by geography – to what extent is their client base national, local etc (page 43).

2007
Mayor of London

Into the Labyrinth: legal advice for asylum seekers in London

Asylum seekers are unlikely to know how to find a legal adviser. 85% of asylum seekers obtain legal advice in the initial stage of the asylum process.

2005
Ministry of Justice

Summary: training and regulating providers of publicly funded legal advice – a case study of civil provision

Report summarises various routes to publically funded legal advice (page 2).

2009
Legal Services Research Centre

Piecing it Together:Exploring One-Stop Shop Legal Service Delivery in Community Legal Advice Centres

Advisors in particular were aware that:

2010
Cardiff University

The Advice Needs of Lone Parents Richard Moorhead, Mark Sefton and Gillian Douglas

Across the range of problems, 55 per cent had contacted a solicitor, and 34 per cent had approached a Citizens Advice Bureau or other advice agency.
For some problem types, there was no obvious

2004
Legal Services Research Centre

Social Exclusion and Civil Law: Experience of Civil Justice Problems among Vulnerable Groups

37% of respondents with legal problems handle their problems alone, 53% seek advice. Low income respondents less likely to handle problems alone, more likely to obtain advice and twice as likely as other respondents to try, fail then handle their problems alone

2005
Department for Constitutional Affairs

Advice Agencies, Advisors and their Clients: Perceptions of quality

Report discusses how sample group discovered advice centres (page 24 – 25). Generally anecdotal.

2005
Solicitors Regulation Authority

Consumer research study: experiences of black and minority ethnic people using solicitors in England and Wales

34% of BME people use the internet to search for a solicitor

2009
Vanilla Research

Referral Arrangements Research

Refers to MOJ research, which suggested that the preferred method of finding a lawyer was via a personal recommendation (page 10). Other routes discussed.

2010
Advice Services Alliance

On line referal systems

Problems with cross organisational referrals – slide 2

2005
Advice Services Alliance

Towards a national strategy for public legal education

Page 3 – suggests that 30% of people with a civil legal problem will attempt to resolve it by themselves.

2004
Legal Services Board

Referral fees – access to justice or road to hell

Only 50% of consumers of legal services shop around (page 7).

2009
Solicitors Regulation Authority

Commissioned research into issues of disproportionality

Of those who seek help, 24% of these approach a CAB, 16% approach lawyer or other professional, 12% approach local council, 8% friend or family, 27% ‘other’, including independent advice sector

2010
AdviceUK

It’s the system, stupid! Radically rethinking advice

Report summarises typical client journey – but also the organisational problems these problems may produce the the advising agency (page 19).

2008
Advice UK

Signposting, Referral and Referral Networks – Discussion Document

Report points out that advisors can “signpost” or “refer” clients to other experts, who may be better able to help (page 2). Gives examples of electronic referrals systems (page 7).

2010
Legal Services Research Centre

Improving access to justice through Alternative Dispute Resolution: The role of Community Legal Centres in Victoria, Australia

Is ADR an alternative to going to court? (page 26).

2010
Solicitors Regulation Authority

A survey of public attitudes towards solicitors conducted on behalf of the Solicitors Regulation Authority

27% start with a phone book, 26% start with internet, 49% ask other people for their opinions of solicitor before employing them. Around a third really look into solicitors’ background at all (page 6)

2009
Kings College London

The Work of the Family BarReport of the Week-At-A-Glance Survey 2008Debora Price PhD & Anne Laybourne MSc

Indication on length of court hearings in family cases, and percentage that settle – Pages 50-51

2008
Solicitors Regulation Authority

A survey of public attitudes towards conveyancing services, conducted on behalf of: Solicitors Regulation Authority

27% of people who used a solicitor had used one before – and stick with them in the future (page 6). Referrals are also a popular (24%) way of finding a lawyer. Referrals by estate agents are greeted with some scepticism (page 6-7).

2009
Legal Services Research Centre

Transforming legal aid: Access to criminal defence services Dr Vicky Kemp

In relationship to advice continuity as a client progresses through the justice system:
most of the respondents using their own solicitor said it was important to them to see the same solicitor for the duration of their case. However, that was not always possible. Only one in three of the respondents in the Police Station Sample and one in two of those in the Court sample said that they had spoken to the same solicitor at successive consultations. At 57%, a higher percentage of respondents in the Prison Sample said they had used the same solicitor, but is unlikely that so many clients would have been seen by a single legal adviser from the time of their arrest at the police station and for the duration of the case. Page 94

2010
Legal Services Research Centre

Understanding advice seeking behaviour: further findings from the LSRC survey of justiciable problems

1 in 5 do nothing to resolve problems, 3 in 10 handle alone, 1 in 13 try to get advice but fail, 2 in 10 obtain advice. More socially excluded respondents do nothing to deal with their problems (28% vs 19% of general public)

2004
Legal Services Commission

Community legal advice centres and networks: a process evaluation

In relation to CLAS, typical service journeys are summarised in a series of scenarios (page 132 – 133).

2010
Open Society Justice Initiative

The rights to early access to a lawyer in criminal proceedings in Europe: standards and practices

In other EU states, little information about legal rights are made available after arrest (page 3).Case history of problems in other countries (page 14 – 15).

2009
Legal Services Research Centre

Using monitoring data: examining community legal advice centre delivery

Generally, CLAC users did not take their matter to a court or tribunal (page 23). IN CLAS centres, advice on all aspects of law tends to stay in the hands of generalist advisors only (page 25). Most clients at centres received advice on one issue only (page 27). Problem clusters expanded on page 28.

2010
Legal Services Board

Referral fees – access to justice or road to hell?

Most people rely on recommendations of others to find a lawyer (page 2). Existence of referrals in conveyancing market summarised (page 9) In criminal advocacy (page 10) and PI (page 10).

2010
Ministry of Justice

Intensive help for vulnerable people: applying case management models in the justice system

For clients with multiple needs – legal and none-legal – the report summarises various advice journeys client may go on (page 2).

2009
Lord Chancellor's department

The Central London County Court pilot mediation scheme

Most people consider mediation but settlement tends to be high among those that do (so long as lawyers aren’t involved) – page 2.

1998
Law & Justice Foudation of New Sourth Wales

Taking justice into custody: the legal needs of prisoners

Limited access to services

2008
Legal Services Research Centre

Causes of Action: Civil Law and Social JusticeThe Final Report of the First LSRC Survey of Justiciable Problems – Revised 2nd Edition

Duration – 146-149

2006
Legal Services Research Centre

Lone Parents and Civil Justice : Their Experience of Problems and Their Advice-seeking Behaviour

Level of reaction

2004
Bar Council

ProcureCo – guidance notes and model documents

Document provides model way of clients and barristers to contract with each other via a ProcureCo business model (page 10).

2010
Legal Services Board

Legal Advice for Small Businesses Qualitative Research

Less formal free routes exploited in the first instance for small businesses – slide 23
Formal legal service providers used for routine and reactive advice seen as quick and efficient but expensive and associated with very negative issues. Slide 24
Limited understanding of different types of lawyer – slide 26
Usual route is to use less formal legal service first including friend family peers colleagues, accountants, internet, trade associations legal help lines government departments CABs- slides 27-33

2010
Legal Services Research Centre

Understanding advice seeking behaviour: further findings from the LSRC survey of justiciable problems

Do people tend to go to a CAB rather than a lawyer in the first instance? (page 8). Response times for trying to get help with problem varied (page 19), depending on the nature of the problem. How people found advisors (page 21) and where they went (page 21). Clients may seem multiple advisors (page 25). What advisors then tend to do to resolve issue, broken down by advisor type (page 28).

2004
Legal Services Consumer Panel

Quality in Legal Services

“Other research has shown that few consumers shop around for legal services. In one survey, 77% of adults who used lawyers in the last 5 years said they did not shop around

2010
Ministry of Justice

The market for “BTE” legal expenses insurance

Even if people have LEI, some tend to use CABs, trade unions etc as the first port of call for advice (page 28 – 29). Where would people go to get LEI? (page 33 – 34).

2007