On 3 December 2025, we visited Citizens Advice Southampton to better understand the challenges facing those seeking legal help and advice. The conversation revealed both the pressures on advice services and the innovative partnerships being forged to bridge gaps in legal support.
The growing complexity challenge
Citizens Advice is increasingly seeing cases that have escalated beyond the point where early intervention could help. By the time people reach their door, many already need a solicitor. This pattern points to a critical issue: people aren’t getting the legal guidance they need early enough, when problems are still manageable.
The recurring theme throughout the discussions was the impacts of reduced funding and legal aid availability on advice services which is making it harder to provide timely support to those who need it most.
Innovative local partnerships
Despite these pressures, Citizens Advice Southampton has developed creative solutions through local partnerships. Their collaboration with the University of Southampton’s Global Legal Clinic creates a valuable exchange: law students gain practical experience by writing letters and speaking with clients, while Citizens Advice clients receive free legal advice in return.
They’ve also established a promising relationship with local law firm Warner Goodman, whose junior solicitors are gaining broader experience by providing pro-bono work on housing, employment and family matters.
Technology: promise and pitfalls
The conversation around technology was notably balanced. Citizens Advice recognised concerns about digital exclusion affecting many clients (across age groups) due to lack of funds, literacy levels, or anxiety about using digital tools. There’s also worry that over-reliance on technology can erode communication skills and create more bureaucratic, impersonal systems.
However, they could also see some potential for technology to support their work, particularly in:
- Form filling support AI assistance could potentially help advice workers and legal clinic helpers complete forms more efficiently while maintaining quality through human supervision.
- Plain English translation – There could be potential efficiencies in the use of tools that can translate complex legal terminology and government correspondence into accessible language for advice workers to use when helping clients.
- Streamlining processes – Simplifying procedures like legal aid applications could reduce unnecessary legal work and make the system more accessible.
At a national level, Citizens Advice is piloting AI tools like Caddy in Manchester as back-office support, with careful attention to quality through human oversight and trusted sources.
System-wide barriers
It was recognised how other organisations’ practices create additional demand for advice services. Energy companies routinely directing customers to Citizens Advice rather than providing proper support themselves is one example. There were also concerns that digital services like E-visa are creating new barriers rather than removing them.
Citizens Advice Southampton also highlighted the need for greater transparency around solicitor costs, something they weren’t aware we’ve been working on. This suggested that transparency initiatives need to be promoted more to the advice sector.
The digital divide and opportunity costs
An important principle emerged from the discussion: when services move online and certain groups struggle to access them. This could potentially be addressed by recognising “opportunity cost” through increased funding for advice and support services. While we discussed examples of levies such as the Post Office levy imposed by Ofcom, it was recognised that such mechanisms tend to operate on a national level.
Learning and collaboration
We’re grateful to Citizens Advice Southampton for their openness in sharing both challenges and innovations. Their monthly briefings, which present data alongside narrative context could also offer valuable insights for anyone working in legal services. Link to sign up.
Our conversation reinforced that effective legal services regulation isn’t just about rules and oversight – it’s about understanding the real-world experiences of people seeking help, and supporting the partnerships and innovations that make justice more accessible.
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