Law Society proposes NHS 111-style legal support via GOV.UK Chat
updated on 18 May 2026
Ellie Nicholl (she/her) is senior content and engagement coordinator at LawCareers.Net
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Law Society of England and Wales CEO Ian Jeffery has praised the government’s new GOV.UK Chat tool but stated that it “offers an opportunity to expand its scope by embedding and signposting early legal guidance and expert support”. Jeffrey added that the Law Society has long supported the creation of an NHS 111-style, government-backed AI service to help people access the right support and navigate complex legal issues.
The new AI chatbot, which sits within the GOV.UK app, allows people to ask questions and receive plain-language answers, alongside relevant links and signposting to tools, such as the childcare calculator, Stamp Duty calculator, maternity pay calculator and benefits eligibility checker. It’s designed to provide quick answers without users needing to search through the service’s 80,000 web pages. Potential use cases include parents checking childcare support, young people exploring apprenticeships and retirees understanding their entitlements.
The tool aims to reduce pressure on frontline call centre staff, freeing them to focus on more complex cases. Its introduction follows research suggesting that up to half of callers’ queries could be handled by a GOV.UK chat service, at a time when some government call centres receive around 100,000 calls per day.
Jeffery welcomed the move but pointed to ways the tool’s scope could be expanded. He explained: “Someone facing a legal problem will likely search first for advice online. They may see thousands of results with no way to determine what is reliable and relevant.
“The UK government should invest in a single, trusted tool that helps people to understand their rights and make informed decisions about their legal options, including the value of taking independent professional advice whenever appropriate.”
He also stressed that improving access to public services must go hand in hand with ensuring access to reliable legal support. He noted: “Without a robust and reliable legal component or service, it risks leaving people without crucial first support. Access to justice fit for the 21st century should not be a luxury but a vital public service available to all.”
Meanwhile, Technology Secretary Liz Kendall has praised the new tool, stating: “Modernising our digital services is central to building a government that works for everyone.”
