When clients are self-employed, in a business partnership, a company director, or own shares in a company, we often need more information about their income and assets. This process can be time-consuming, involving a lot of back-and-forth between the legal aid agency, the provider, and the client.
To make things easier, we tested a new method where clients can be contacted directly by a caseworker for additional information. This pilot was successful, saving providers significant time (between 30 minutes and several hours) especially in complex cases involving business interests.
We are now extending this option to all civil providers for business cases only (this covers clients who are self-employed, in a business partnership, a company director or owns shares in a company).
This new process aims to:
- Reduce administrative work for providers by having caseworkers request information directly from clients.
- Speed up processing times by reducing delays.
- Ensure access to legal aid for all eligible clients, especially in complex business cases.
- Decrease the chance of errors by having information go directly to the client.
Guidance to follow for a caseworker to request further information directly from your client
What to do before submitting the application
If your client is self-employed, in a business partnership, a company director or owns shares in a company, and they have an email address and device to communicate directly with the caseworker, you should use your discretion to decide whether it is appropriate to ask them to be contacted directly by the Legal Aid Agency.
If your client meets the above criteria, you can provide the following information to them to explain the process:
Information for client:
We asked you for information and evidence on your income and assets, which we send to the LAA.
If the LAA needs more information to complete your assessment, they will email you directly at the email address you provided. They will use the email ContactMeans@justice.gov.uk. You can use this email to send any additional information.
If you send the information straight to the LAA, your case will likely be processed faster than if you send it to us to forward on.
You may receive a feedback survey on the process once your means assessment is completed.
How to submit a business application through the further information process
Before applying:
If your client is self-employed, in a business partnership, a company director, or owns shares, and can communicate via email, consider letting them be contacted directly by the legal aid agency.
Submitting application:
Complete a provisional means assessment and gather supporting evidence from the client. Retain this information on file.
Submit the application on CCMS.
Use the ‘upcoming changes’ section on the means report to input your client’s validated email address.
Process of email validation
- Send a message to the client’s email address.
- Receive a confirmation reply from the client.
How will we communicate with you
Caseworkers will notify you of any information requests sent to your client.
Other notifications, like certificate status changes, will still be sent to you.
If the caseworker has trouble getting information from the client, they may ask for your help.
Staying updated
We will inform you of any changes to this process through external communications.
We welcome your feedback on this new approach and may send you a survey.
Additional information
Applications can be submitted in Welsh following the LAA Welsh language scheme.