Recognising the need for modernisation, HM Courts & Tribunals Service (HMCTS) launched a digital divorce service, revolutionising the way couples apply for divorce.
Since its digital transformation, the divorce application process has significantly improved. Over 511,000 applications have been made online, streamlining the experience for both the public and legal professionals. Key benefits include:
- Calls from court users are now answered in less than a minute, according to internal data.
- Applicants receive clearer guidance on fee assistance.
- A single integrated platform allows users to track and manage multiple case processes.
- Enhanced privacy protections ensure sensitive data is secure.
- A significant reduction in environmental impact by minimising paper usage.
HMCTS began this transformation in 2016 with extensive user research to understand the challenges faced by divorcing couples, legal professionals, and court staff. The new service offers:
- 24/7 access to applications.
- The ability to save and return, allowing users to pause and resume without losing progress.
- Real-time application status tracking.
- Step-by-step guidance to minimise mistakes.
- A joint application option under the Divorce, Dissolution and Separation Act 2020.
- An integrated financial remedy process to help couples manage finances.
- A streamlined system for legal firms to share work across teams.
- More efficient and secure payment options.
As a result, digital uptake has surged from 22% in 2020 to 94% in 2024. Since the launch of the online divorce service in 2018, HMCTS has adapted to legal changes. The 2022 relaunch incorporated provisions from the Divorce, Dissolution and Separation Act, introducing joint applications to help reduce conflict between separating couples.
User feedback has been positive. One service user, Crispin, described the process as “one of the more positive parts of the divorce.” Solicitor Karen Dovaston praised the system’s efficiency, noting that it has reduced the time spent on paperwork, allowing cost savings to be passed on to clients.
Arwel’s Story: A User’s Perspective
Arwel, a recent divorce applicant, initially felt daunted by the process. However, after researching the online service, he found it surprisingly easy to use. The ability to save progress, access guidance, and check his application status at any time suited his busy shift-working schedule. The digital service provided him with reassurance, allowing him to focus on the future while waiting for the legal process to conclude.
HMCTS has worked closely with key stakeholders to refine and enhance the service, including:
- A dedicated divorce stakeholder group of professionals across England and Wales.
- The judiciary, ensuring legal compliance and fairness.
- The Courts and Tribunals Service Centre in Stoke, providing user support.
Karen Dovaston, Solicitor, commented:
“On the solicitor side, it’s efficiency. I can log in and see all my cases and see exactly what’s going on with them. It’s really efficient in terms of being able to update your clients as to what’s going on and where things are. You can download documents very easily, making your applications easily and quickly.
The knock-on effect for me and for my clients is I have a fixed fee for a divorce. I’m happy with it and it means that I can pass all those savings on to my client because I’m not then spending all the time that I would have been spending drafting paper documents, keying in information in paper documents, because the digital system just pulls it all through.”
