Written by: Caroline Langdell, Senior Programmes Manager at London Legal Support Trust
“I didn’t think there was a light at the end of the tunnel, but now my children and I aren’t just surviving; we are thriving.” – A client’s words that capture both the desperation and hope at the heart of London’s free legal advice sector.
The London Legal Support Trust’s latest annual review of its Centres of Excellence (COEx) reveals a sector under immense pressure, yet one that continues to deliver life-changing outcomes for the capital’s most vulnerable residents. With 43 specialist agencies handling nearly 200,000 enquiries in 2024, the findings paint a picture of resilience in the face of mounting challenges and point toward solutions that could secure the sector’s future.
The Scale of the Challenge
The numbers tell a stark story. While total enquiries rose to 196,018, reflecting ever-increasing demand, the number of cases COEx agencies actually took on fell by nearly 17,000. This isn’t due to lack of need, but rather the harsh reality of agencies struggling to recruit and retain the skilled staff needed and increasingly complex cases which require more time and resource to manage.
“Our staff face relentless stress, with many leaving for better-paid jobs or because they simply can’t cope anymore,” reported one agency manager, capturing a sentiment echoed across the sector.
The financial picture is equally concerning. Despite the cohort’s total income growing by £8 million to £49.2 million, nearly a quarter of agencies reported cash flow difficulties, and 23% held reserves below their minimum policy requirements. The fundamental problem? The prevalence of short-term funding and legal aid rates that simply don’t cover the true cost of delivering services, forcing agencies into an unsustainable cycle of grant-chasing and financial juggling.
Real Impact on Real Lives
Yet amid these challenges, the agencies continue to deliver extraordinary outcomes. Consider these case studies from the report:
A severely disabled man, ignored by his council despite being placed in unsuitable accommodation where he couldn’t access basic facilities, finally received proper housing after legal intervention gave him the courage to fight for his rights.
A woman fleeing domestic abuse and exploitation, homeless and undocumented, gained settled status and secure accommodation through coordinated legal and social care support.
A single parent of six children, facing eviction due to benefit caps, kept her family housed after advocacy secured the benefits she was entitled to and lifted the crushing financial pressure.
These aren’t just statistics, they represent the countless instances where expert legal intervention prevented crisis and restored dignity.
The Innovation Response: What’s Working
Remarkably, many agencies are finding creative solutions despite the constraints. The “grow your own” approach is gaining traction, with organisations training volunteers and junior staff to transition into qualified roles. Some have developed partnerships with universities to create talent pipelines, while others are pioneering wellbeing initiatives – from clinical supervision groups to pre-work yoga sessions – to support staff resilience.
Technology adoption, while slow, is beginning to show promise. Although digital channels currently account for a relatively small proportion of client interactions, agencies are exploring AI tools and digital case management systems that could improve efficiency and reach.
Perhaps most encouragingly, collaboration is strengthening. Joint advocacy campaigns are amplifying impact, shared training programs are pooling resources, and sector-wide partnerships are developing new approaches to common challenges.
A Blueprint for Solutions
The report’s recommendations offer a clear roadmap for stabilizing and strengthening the sector:
For Funders: The Foundation of Change
The sector desperately needs a shift from short-term project funding to multi-year core grants that allow agencies to plan strategically and invest in their workforce. As one respondent noted: “We need funders to move away from short-term grants and provide the flexibility to cover core operational costs.”
Capacity-building investment, in IT infrastructure, staff training, and management development, could multiply the impact of direct service funding.
For Policymakers: Systemic Reform
Legal aid rates require urgent review. The current system, where agencies lose money on most of the cases they take, is simply unsustainable. A comprehensive legal aid reform could transform the sector’s financial viability while ensuring access to justice for those who need it most.
The development of a London-wide advice strategy, as recommended in the report, could coordinate resources more effectively and reduce duplication while ensuring comprehensive coverage. Work on this has already started as part of the Advice Workforce Development Fund and more details can be found here.
For Advice Agencies: Building Resilience
Individual agencies are already leading the way on workforce development, wellbeing programs, and collaborative approaches. The most successful are diversifying funding streams, investing in staff retention, and sharing resources through partnerships.
The Digital Divide: Challenge and Opportunity
One of the most striking findings is the persistent digital divide. While agencies struggle to keep up with technological change, with IT infrastructure risks jumping from 38% to 67% of organisations, their clients often lack the devices, data, or digital skills to access increasingly online services.
This represents both a significant barrier and a major opportunity. Strategic investment in digital inclusion and infrastructure could dramatically expand service reach while addressing one of the root causes of client exclusion.
Looking Forward: Reasons for Hope
Despite the challenges, there are compelling reasons for optimism. The COEx cohort’s total income grew by £8 million, demonstrating continued confidence from funders. New funding streams are emerging, with potential opportunities from health and social care partnerships, corporate donors, and innovative service models.
More fundamentally, the sector’s commitment to its mission remains unshaken. Agencies continue to expand services, achieve remarkable client outcomes, and develop innovative solutions to systemic problems. The collaborative spirit evident throughout the report suggests a sector ready to work together toward sustainable solutions.
The Call to Action
The report’s most powerful message is that the challenges facing London’s free legal advice sector are not insurmountable, but they require coordinated action from funders, policymakers, and agencies themselves. The investment needed is modest compared to the social and economic costs of leaving vulnerable people without access to justice. The solutions are clear, the dedication is evident, and the impact is measurable. As the sector continues to navigate challenging times, the question isn’t whether these vital services are worth saving, it’s whether we have the collective will to implement the solutions that could secure their future.
“Without legal help, I wouldn’t have had the courage or resources to fight for my rights,” another client reflected. In a time of increasing inequality and social pressure, ensuring that courage and those resources remain available to those who need them most isn’t just a moral imperative, it’s an investment in a more just society.
The full COEx Annual Review 2024 provides detailed data and recommendations for funders, policymakers, and legal advice agencies. To read the report, click here.