We recently published our latest State of Legal Services report.
It gives an overview of the legal services sector at the halfway point of the sector-wide, ten-year Reshaping Legal Services strategy. Following the previous State of Legal Services report in 2019, this new report gives an assessment of where legal services have improved, where they haven’t changed, and where challenges remain.
Figure 1: The 9 challenges in the Reshaping Legal Services strategy. Click to expand.
What has improved?
One of the clearest areas of progress is that the sector has become more responsive to consumer needs. Legal service providers now make greater use of technology – crucial during the pandemic, though the growth of remote and hybrid delivery models has continued to widen consumer choice and, in some cases, reduce costs.
We also see encouraging signs that consumers are becoming more active and informed. More people are shopping around for legal services, and price transparency continues to improve. Levels of trust in the sector have remained consistently high, and satisfaction with services used continues to be positive.
What needs improvement?
Progress, unfortunately, has not been consistent across all areas.
For example, the profession still does not reflect the diversity of the population it serves. The limited progress in this area suggests that existing barriers remain firmly in place and that further action is needed to address them.
Unmet legal need has increased slightly, which suggests that market growth has not necessarily translated into better access to justice, especially for those with the greatest need. Ongoing court backlogs continue to create serious challenges for individuals seeking timely legal outcomes and place additional strain on the system.
The report also shows concerns around trust and ethical standards. High-profile cases – such as those involving Axiom Ince and SSB – reveal behaviours that risk undermining confidence in the profession. Put alongside the increase in complaints, these issues point to the continued need for effective regulation that can protect the high levels of public confidence that the sector commands.
Resilience
Our overall assessment, however, is that the legal services sector has remained resilient during a period of exceptional pressure, including the pandemic and the ongoing cost-of-living crisis. While more work is needed to achieve our long-term vision for reshaped legal services, the regulatory framework has supported competition and stability in difficult circumstances.
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