Civil Legal Assistance Office service delivery model planning

The Civil Legal Assistance Office (CLAO) is changing aspects of how it helps members of the public who approach us with legal problems.

Our four offices will shortly be offering a service delivery model developed as part of our business planning process.CLAO map

This new model will ensure we produce the best outcomes for our clients and the best value for money for the government.

Our focus will be on helping clients with case types identified as being a priority and in which our solicitors have developed expertise.

We will continue to refer and signpost people to more appropriate legal providers when we do not have the capacity or expertise. We will also still work very closely with our partners in advice and support agencies. 

CLAO’s current casework service has been developed to target its resources on cases not catered for by other providers in the geographical areas where they work.

This has resulted in the focus largely being on the social welfare law areas of housing, homelessness, mental health, and public family law issues, with a different mix of casework in each geographical area in response to local conditions and other providers.

In each area, CLAO works closely with other targeted advice and legal provision to ensure effective coverage in social welfare law.

The change of approach will align our direct casework service delivery more specifically to wider Scottish Government outcomes as well as focussing on access to justice and an improved customer service for the public eligible for legal services funded by the Scottish Legal Aid Board.

Elaine Young, CLAO’s Head of Service, said:  

“By making these changes we aim to deliver better, more efficient services to those people most in need in a more timely manner while continuing to work in a collaborative way with the legal profession to assist those not eligible for our casework service to find advice and representation.”

We will be posting further information on the new approach shortly.


Stuart Drummond, Policy Development Officer, E: