Question to the Ministry of Justice:

To ask the Secretary of State for Justice, what steps his Department is taking to improve (a) customer service, (b) accessibility and (c) the ability of users to speak to a human operator in its court telephone system.

HM Courts and Tribunals Service (HMCTS) is taking steps to improve the service it provides Court and Tribunal users, for example, through the delivery of the Service Improvement Framework which focuses on written communications, telephone call handling, complaint handling and public facing information. This will be in place from April 2026.

HMCTS has developed an Accessibility Strategy following a Government Internal Audit Agency recommendation in September 2024 and is building an action plan to support delivery of the strategy.

HMCTS’ new digital services are designed and built to be simple, accessible, and easy to use. HMCTS has a digital support service to help those who are digitally excluded (based on access, skills or confidence) to complete digital forms.  HMCTS digital services are required to comply with The Public Sector Bodies (Websites and Mobile Applications) Accessibility Regulations 2018, under the Equality Act 2018. Our digital services are tested against the Web Content Accessibility Guidelines 2.2 AA Standard to make sure they comply with the regulations.

To improve call handling within HMCTS, some services, including Crime Magistrates, Civil and Family, have migrated call handling from local Courts into National Service centres. This change was made in recognition that a more efficient and consistent service can be delivered through modern technology and centrally managed, dedicated contact centre teams.