The crisis in legal aid and how technology can help | SOS Legal
Legal aid in England and Wales is at a tipping point. A decade of funding cuts, growing demand, and outdated systems has left the sector struggling to deliver justice to those who need it most. With wait times climbing, providers exiting the profession, and cybersecurity risks on the rise, the legal aid system is buckling under pressure.
Yet amidst these challenges, innovative legal technology is emerging as a vital solution, offering the tools legal aid firms need to modernise, streamline, and survive. In this article, we’ll explore the current state of legal aid and how Legal technologyis transforming the way providers operate.
The state of legal aid in 2025: A system under strain
Shrinking budgets and fewer providers
According to the House of Commons Committee of Public Accounts’ report titled Value for Money from Legal Aid, legal aid spending in England and Wales saw a real-terms reduction of 28%, equivalent to £728 million, between 2012–13 and 2022–23.. With such a dramatic drop in funding, many firms can no longer afford to take on legal aid work. Between 2011 and 2024, it is reported that more than 40% of civil legal aid providers have exited the sector, creating “legal aid deserts” in large parts of the country.
Rising delays and overstretched courts
Backlogs in the family courts have reached critical levels. The average family case now takes 36 to 41 weeks, with some stretching beyond 100 weeks—far exceeding the statutory 26-week limit. This leaves vulnerable families in limbo and increases the emotional toll on all parties involved.
Cybersecurity failures
In May 2025, the Legal Aid Agency (LAA) experienced a significant cyber-attack, resulting in a major data breach. In response, the agency took its digital services offline and activated contingency plans for legal aid providers. Modest reforms, but more are needed.
While the government has implemented a 10% fee uplift for civil legal aid in housing and immigration, rates remain far below sustainable levels. The Ministry of Justice has launched a broad civil legal aid review, with a focus on improving access, efficiency, and digital capability. But meaningful reform remains a work in progress.
The core challenges facing legal aid providers
Legal aid providers face a range of operational challenges that hinder their sustainability and effectiveness. Financial instability remains a core issue, with static fees and delayed payments making it difficult to cover costs or invest in growth. Administrative complexity adds further strain, as manual processes, excessive form-filling, and siloed information consume valuable time and resources. Staffing is another persistent concern, legal aid work is often emotionally demanding and inadequately paid, this contributes to recruitment and retention difficulties. Compliance obligations also weigh heavily on firms, with the need to navigate complex Legal Aid Agency regulations and audits placing significant pressure on already-stretched teams. Finally, outdated systems present growing security risks, increasing the likelihood of data breaches and eroding client trust.
How can technology help?
Established technology providers, such as SOS Legal, have spent years developing, evolving and tailoring their practice management technology to support the unique needs of legal aid providers. Software solutions, such as the recently released, SOS Innovate, help firms digitise, automate, and optimise their legal aid operations through:
- Centralised case management: All client records, documents, and communications are stored in a secure, searchable platform.
- Automated workflows: Custom scripts manage tasks like eligibility checks, matter opening, and LAA form completion.
- Integrated legal aid billing: Automatically populate CLS/CDS forms, calculate eligibility thresholds, and sync with LAA reporting tools.
- Secure collaboration: Clients, intermediaries, and social workers can safely share documents and updates through the platform.
- Regulatory compliance: Features like audit trails, GDPR redaction, AML checks, and multi-factor authentication support regulatory obligations.
Tangible benefits for legal aid firms
| Challenge | SOS Solution | Result |
| Time-consuming onboarding | Workflow automation | Faster triage and advice |
| Manual billing processes | LAA billing integration | Timely payments and cashflow |
| Overhead and inefficiencies | Dashboard visibility | Lower cost per case |
| Limited mobility | Cloud & mobile access | Remote work enabled |
| Security vulnerabilities | Encrypted systems & MFA | Improved data protection |
By reducing the burden of administration and increasing the speed and accuracy of legal work, SOS software allows legal aid providers to do more with less—and stay financially viable in the process.
Why Technology Must Be Part of Legal Aid Reform
Technology alone won’t solve the legal aid crisis—but it is a critical piece of the puzzle. The sector is calling for better integration of digital tools and platforms as part of the civil legal aid review. Providers need systems that not only comply with regulation, but empower them to respond quickly to client needs, track case outcomes, and operate sustainably.
SOS Legal offers a solution that is flexible, secure, and built for legal aid. For firms looking to future-proof their practice, adopting technology like SOS isn’t just beneficial—it’s essential.
Final Thoughts
Legal aid providers are on the front lines of justice, helping society’s most vulnerable navigate complex legal systems. Yet they are expected to do more, with less, under increasing scrutiny. Now is the time to invest in smart, secure technology that supports their mission.
With SOS Legal, legal aid firms can modernise their operations, safeguard client data, and focus on what matters most: delivering access to justice.
