CEO’s closing remarks
I hope the information and examples we have shared have demonstrated our continued aspiration and focus on delivery, despite not knowing what the year held.
However, I’m pleased that my closing theme can be the exact opposite, one of certainty.
The new legislation means two big challenges for the SLCC:
- Deliver a complex programme of transformation – including changed and new functions
- Continue to deliver a high quality, efficient and effective service throughout that transition.
I have joked with stakeholders this is similar to changing the tyres on a bus, whilst adding a top deck, sticking to the timetable, and with no dip in passenger numbers allowed.
Every stage of our core complaints processes will need amended. Alongside that we take on significant new responsibilities – a complaints function for any legal advice given by any provider for fee, gain or reward, a role as frontline regulator holding a register of providers, new standard setting powers, new powers to support public protection through publishing information, an enhanced independent Consumer Panel, the list goes on…
We will become a body with a core role in making legal services work for everyone; resolving complaints, raising standards in legal services and regulation, and using consumer and sector insight to support improvement.
Our 2025-26 operating plan maps out our preparation for achieving this, including working with government on commencement orders and funding.
During the course of the year we expect to consult on a four-year transformation strategy, focussed on these two big challenges. We are keen to hear views and are already in liaison with key stakeholders to understand how they expect to deliver the reform envisaged by the Act.
I look forward to working with the SLCC Board, team, and our colleagues across the consumer and legal landscape to deliver real and meaningful change in the years ahead.