Advicenow shows how digital tools can widen access to justice and financial support for people who would otherwise give up. With thousands of personalised letters already generated and outcomes well above national averages, the social value is clear. 

Advicenow is addressing a sharp drop in access to welfare benefits advice. Since legal aid cuts, far fewer people can get help challenging wrong benefit decisions, even when those decisions put them under severe financial and emotional pressure. This is especially damaging for people challenging Personal Independence Payment, Universal Credit and Employment and Support Allowance decisions, where claimants often need to understand complex legal criteria without support. Advicenow’s digital legal tools help people work out whether a decision should be challenged and generate a personalised mandatory reconsideration letter, effectively giving users adviser-style help online. The results are strong. 47% of users said they would not have challenged the decision at all without the tool. Among Personal Independence Payment users, 52% had their original decision overturned in their favour at mandatory reconsideration, more than double the national average of 23%. Last year the tools generated nearly 4,000 personalised letters, with 1,600 produced in the last quarter alone. This gives people a more realistic chance of getting the financial support they are entitled to. 

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