Easier to apply, speedier processing and fewer hearings: how we made immigration appeals simpler, faster and more accessible
The First-tier Tribunal Immigration and Asylum service handles approximately 50,000 appeals every year.
These appeals come from people challenging Home Office decisions about:
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their immigration status
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permissions to stay in the UK
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deportation
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entry clearance
Before the Reform Programme, appellants and staff faced significant barriers.
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Paper forms were complex for appellants, especially if English wasn’t their first language
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Language barriers made it harder for applicants to fully understand how their appeal was progressing or robustly present their case
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Our people spent lots of time manually reviewing and handling paper forms, slowing processes down
Our aim, through the Reform Programme was to build a trusted service for users, maintaining fairness and increasing transparency and accessibility.
Benefits of the digital service
Our modernised service has transformed the appeals process, making it simpler, more accessible and delivering substantial improvements for those appealing decisions:
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Simplified applications with less form fields to complete
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Faster processing times through our streamlined digital system
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Plain English throughout the service, making it more accessible and less daunting
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Seamless integration with Home Office systems for better case management
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Reduced administrative burden on HMCTS by eliminating paper-based processes
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Centralised and consistent support through our new Service Centres
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Improved flexibility and transparency - users can track their appeal’s progress online at any time
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Reduced need for hearings through a new Home Office review stage
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Fewer postponed or adjourned hearings due to better evidence management
Our Digital Transformation
We started transforming the service in January 2019 with a carefully planned launch of our digital service at two hearing centres. We worked closely with legal representatives to test and refine the service. Survey feedback and engagement with users helped us improve the service. New features were also added before it was rolled out to other hearing centres.
The full digital service launched in February 2020, making the appeal process simpler, faster and more accessible for all of those using the service.
For Appellants
For an appellant in person the service is designed to be simple and accessible. During the design stage, we worked closely with charities throughout the UK including Justice, Migrant Help and the Refugee Council where we learnt more about the experience of appellants, including vulnerable users, which helped us to create a better service.
Improvements include:
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User-friendly online application system
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Clear communication at every stage
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Real-time case tracking
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Integrated fee processing
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Streamlined document management
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Automated notifications and reminders
Our efforts are working. By enabling people to use the digital service it has freed up more judicial time and resource for the most complex cases.
Learning Lessons
We also encountered and overcame several challenges:
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Initial more limited functions required temporary workarounds
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Users required additional support to adapt to new processes
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Deadlines and direction orders not being met needed to be resolved
Getting Support
We’re committed to ensuring access to justice for everyone in several ways, including:
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retaining and improving the paper process for appellants unable or less confident to use the digital service
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dedicated support at the Service Centre for the Immigration and Asylum service
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help with handling fees, listing appeal hearings and processing applications for permission to appeal to the upper tribunal
Feedback and Insights
Our transformation has received strong endorsement from senior leaders, including the former Senior President of Tribunals for England and Wales, who commented:
I see this as the model for all remaining tribunals.
Users report significantly improved experiences, particularly noting the simplified forms and clearer communication. Legal representatives have said that the digital service allows more time to speak with clients about issues about their case, making it easier to prepare an appeal in more detail.
Future Plans
We’re building on our success with ambitious plans. We will:
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expand the digital appeals service to include appeals where the appellant is either in prison or an immigration removal centre
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develop a new process for managing applications made on paper allowing these cases to mirror the new digital journey
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move all cases onto the digital platform
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continue to make service improvements based on user feedback
Stay Updated
For the latest guidance on appealing a benefits decision, visit: Appeal against a visa or immigration decision: Overview - GOV.UK
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