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Call handlers and agents are there to support and guide users who may have questions or need information about their court or tribunal case, delivering improved access to justice.Ìý

Service Centres are one of the three pillars of our National Services, the other two being the National Business Centres (NBCs) and Enforcement, both of which existed pre-reform.ÌýÌýÌý

There are five Service Centres across England and Wales:ÌýÌý

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Before 2019, it was the responsibility of individual courts and tribunals teams to handle case queries and administrative tasks, using mainly paper-based processes. This meant:Ìý

• service delivery was inconsistent, as processes varied between courts and tribunalsÌýÌý

• processes were often inefficient and less flexibleÌýÌý

• there was an increased risk of errorÌý

• users could not self-serve or have visibility of their caseÌýÌý

• users incurred costs related to postage and travelÌýÌý

Benefits of a centralised serviceÌý

Service Centres have brought significant change to the way we deliver justice and are a truly national resource. By having everyone involved in delivering a service centrally located, and using a single system, an issue can be identified, addressed and resolved far more quickly and efficiently, without the need to send information and instructions across multiple locations.ÌýÌý

The benefits of this are:Ìý

• faster processing timesÌýÌý

• consistent service delivery across all locationsÌý

• users and legal professionals have a single point of contactÌý

• greater flexibility to meet peaks in demandÌý

• multi-skilled teams are able to handle various tasks across the servicesÌý

• court-based staff can focus on addressing local issues across our estateÌý

Our digital transformationÌý

The move from paper-based to digital processes in many of our services has fundamentally changed how justice is administered.ÌýÌý

Benefits of the digital service include:ÌýÌý

• real-time case visibility for users through online self-service optionsÌý

• reduced paper usage, postage and storage costsÌý

• service agents work from a single platform, improving efficiency and accuracyÌý

• instant access to case historiesÌýÌý

• quicker feedback and case outcomes for usersÌý

• legal professionals can manage their applications at any time and from any deviceÌý

We are aware that some users need additional support when using digital our services. That is why we:Ìý

• offer our Digital Support Service, delivered by the We Are Group.ÌýÌý

• still accept paper-based applicationsÌý

• offer a range of contact methods to suit user preferences, including a webchat in certain services and traditional telephone support.ÌýÌý

During 2024, Service Centres and National Business Centres handled over 2.8 million telephone calls. Service Centres received over 519,000 emails and replied to over 25,000 webchat messages (divorce and probate only) from the people who use our courts and tribunals, providing direct support to members of the public, professional users, members of the media, and many others.ÌýÌýÌýÌý

These calls were dealt with in an average handling time of just over 14 minutes.ÌýÌý

Contact management systems (the way we receive and handle calls, emails and webchat from our users) have changed significantly, with new technology meaning we:ÌýÌý

• can respond more effectively to demandÌý

• have better tools when handling enquiries such as knowledge articles and standard operating procedures on handÌýÌý

• can better understand reasons for contactÌýÌý

• have rich data on demand, including types of interaction with users, wait times and service performanceÌý

Over 73% of users who completed the post-call survey about their telephony contact in 2024 were satisfied with their call. While feedback on their contact has been positive:Ìý

Your staff were professional, polite, compassionate, empathetic and showed good listening abilities. They addressed my concerns and queries efficiently and effectively. Great service in emotionally trying times.ÌýÌý

Very helpful, polite and answered my questions and gave all the information needed very clearly and concisely.

Working togetherÌý

Service Centres, courts and tribunals work hand-in-hand to provide access to justice. They are all part of the same service, wherever in England, Wales or Scotland they are based. Successful working relationships have been built by ensuring there is clarity on the roles and responsibilities of the courts, tribunals and Service Centres and establishing channels of communication, to monitor performance, analyse feedback and plan future improvements.Ìý

Future plansÌý

Now we have embedded our services nationally, we will continue to make incremental improvements. Our plans include:Ìý

• evolving the digital systems used in Service CentresÌý

• exploring how we can build on the complexity of the work we deliverÌý

• considering centralising more work into National Services, where it makes sense to do soÌýÌýÌý

Stay updatedÌý

• To hear more about what it’s like to work in the Service Centres visit: Ìý

• For more information about our Service Centres and local courts and tribunals, visit: Find a court or tribunal - 188ÌåÓýÌý

• by subscribing to our e-alerts and newsletters.