Table on page 12 gives an indicative summary of a client journey (including post advice).
Table highlights post-court advice service providers available (page 13-14).
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
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).
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).
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).
Summarised at what point in debt problem advice tended to be sought (page 4).
Table on page 19 shows how consumers of debt advice went about getting advice (or didn’t),
Suggests in a well-functioning courts system, 60-90% of cases will settle before the court intervenes (page 7).
SMEs most likely to need employment advice are 20+ employees who are big, but not big enough to employ and HR manager (page 21)
Slide 12 map of client journey in CLAC
Survey examines what happened to respondents after getting debt advice (page 39 onwards).
Responses to problems – pages 49-90
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.
Summary of journey for third party litigation funded work in Australia (page 34-35).
Use of advisers – pages 55 -62
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).
Use of advisers – page 55
Summarises which types of advisors claimants go to (page 12 -13). Discussion percentage of claimants who settle (page 48).
This whole report focuses on how major corporate deals are negotiated – who’s involved, and how the matter progresses.
Summarises what trade mark attorneys advise on (page 3)
There is little knowledge of where to find adequate information and advice for specific issues
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).
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
Discusses how criminal defendants get a solicitor (page 4). Page 46 – how people chose their lawyer to represent them in criminal matters (page 46).
covers the existence of claims management companies, who guide claimants to approved firms (page 3).
CLA phone line currently just signposts clients to legal aid providers – it could actively help them find one (page 37).
Breakdown of referrals – page 12
Breakdown of client base of various publically funded legal advisors by geography – to what extent is their client base national, local etc (page 43).
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.
Report summarises various routes to publically funded legal advice (page 2).
Advisors in particular were aware that:
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
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
Report discusses how sample group discovered advice centres (page 24 – 25). Generally anecdotal.
34% of BME people use the internet to search for a solicitor
Refers to MOJ research, which suggested that the preferred method of finding a lawyer was via a personal recommendation (page 10). Other routes discussed.
Problems with cross organisational referrals – slide 2
Page 3 – suggests that 30% of people with a civil legal problem will attempt to resolve it by themselves.
Only 50% of consumers of legal services shop around (page 7).
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
Report summarises typical client journey – but also the organisational problems these problems may produce the the advising agency (page 19).
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).
Is ADR an alternative to going to court? (page 26).
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)
Indication on length of court hearings in family cases, and percentage that settle – Pages 50-51
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).
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
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)
In relation to CLAS, typical service journeys are summarised in a series of scenarios (page 132 – 133).
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).
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.
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).
For clients with multiple needs – legal and none-legal – the report summarises various advice journeys client may go on (page 2).
Most people consider mediation but settlement tends to be high among those that do (so long as lawyers aren’t involved) – page 2.
Limited access to services
Duration – 146-149
Level of reaction
Document provides model way of clients and barristers to contract with each other via a ProcureCo business model (page 10).
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
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).
“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
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).