New Local Support to Help People Access Online Court and Tribunal Services

HM Courts & Tribunals Service (HMCTS) has announced changes to its Digital Support Service, designed to make it easier for people who struggle with technology to access online court and tribunal services.

From April 2027, the service will move away from a single national provider to a more locally delivered approach, with regional organisations providing tailored assistance to people who lack the digital skills, confidence, equipment or internet access needed to use online justice services.

The changes aim to ensure that digital exclusion does not prevent people from accessing essential court and tribunal services.

A More Local Approach to Digital Support

Under the new arrangements, HMCTS will provide funding through 11 regional grants covering England, Wales and Scotland.

The successful organisations are part of the Citizens Advice network and will work with local partners to deliver support in familiar community settings, including libraries, community centres and healthcare facilities.

For Yorkshire and the Humber, the service will be led by North Yorkshire Citizens Advice and Law Centre.

This regional approach recognises that local organisations are often better placed to understand the needs of their communities, particularly those experiencing digital exclusion.

Helping People Overcome Digital Barriers

Although more court and tribunal services are now available online, many people continue to face difficulties accessing them.

Barriers can include limited digital skills, a lack of suitable devices, poor internet connectivity, disabilities, language difficulties and financial hardship.

These challenges can be particularly significant for people living in rural communities, where connectivity and access to face-to-face support may be limited.

The updated service will offer practical assistance tailored to individual needs, including:

Help completing online court and tribunal forms.
Support understanding online processes and guidance.
Assistance uploading documents and evidence.
One-to-one support for people requiring additional help.
Access to support face-to-face, by telephone or remotely.
Referrals to other services where additional needs are identified.

People will be able to request support directly or be referred through HMCTS.

Supporting Access to Justice

The service will help people with a range of court and tribunal processes, including appealing benefit decisions, responding to Single Justice Notices and applying for help with court fees.

By providing support through trusted local organisations, HMCTS hopes to reach people who may otherwise struggle to navigate online services independently.

The changes follow an independent evaluation of the existing service and engagement with organisations supporting digitally excluded communities.

Why Digital Inclusion Matters

As more government and public services move online, ensuring that everyone can access them remains an important challenge.

For people without reliable internet access, suitable devices or the confidence to use digital services, completing essential legal processes online can be difficult.

The move towards locally delivered support aims to reduce these barriers by making practical assistance available through organisations that understand the communities they serve.

It also recognises that digital support is about more than providing access to technology. Many people need personalised guidance, reassurance and assistance to complete important tasks independently.