In the corridors of Westminster today, the day to day business of Parliament often competes with the relentless stream of constituent inquiries flooding MPs’ offices. Benefit appeals, housing disputes, immigration delays and mental health crises now occupy a significant portion of an MP’s working week, crowding out the time once devoted to debating legislation, scrutinising government and shaping national policy. At a time when the demands on our legislature could not be greater, whether it is adapting to climate change, managing the NHS backlog or overseeing post Brexit regulation, it makes sense to ask whether constituency casework might be better handled elsewhere, allowing MPs to focus on the broader interests of the nation.
Over the past decade, constituency workloads have risen sharply. During the pandemic, offices reported handling quadruple the number of cases compared with pre Covid levels, and some saw their inboxes swell from a few hundred emails a month to nearly a thousand. A survey of MPs’ staff found offices buckling under the weight of more than four thousand separate issues in a six month period, six times the figure recorded five years earlier, and described staff as “tired, stressed and overworked.” These trends have continued even after emergency funding was withdrawn, leaving many MPs struggling to recruit and retain caseworkers while trying to maintain their presence both at Westminster and at home.
This shift has not occurred in isolation. Cuts to legal aid and community advice centres have left citizens with nowhere else to turn. Local authorities, already stretched, struggle to resolve every council tax query or planning appeal. And with modern welfare and immigration systems growing ever more complex, navigating them effectively often requires specialist knowledge. The result is that MPs’ offices have become the default problem solving hub for almost every public service grievance.
Yet the consequences of this change are clear: when close to half of an MP’s time is spent on individual casework, the core functions of Parliament, scrutinising legislation, holding ministers to account, conducting in depth inquiries, inevitably suffer. Public Bill Committees, where much of the detailed line by line examination of legislation takes place, frequently struggle to attract sufficient attendance. Select Committees lack the capacity to pursue lengthy investigations. And debates, once the forum for thorough argument, can become dominated by headline seeking interventions rather than substantive policy discussion.
To address this imbalance, we should consider a model in which routine constituency casework is removed from MPs’ immediate responsibility. Instead, these tasks would be managed by two complementary structures: a national professional casework agency and strengthened local hubs under devolved authorities.
A National Constituency Services Agency would operate at arm’s length from Parliament, funded by a ring fenced budget and overseen by a cross party parliamentary board. Constituents seeking assistance with welfare appeals, immigration queries, tax disputes or national health matters would contact the agency via a single helpline or online portal. Trained specialists, legal advisers, welfare rights officers, policy experts, would triage each case, liaise directly with government departments and pursue resolution. The agency would adhere to strict performance standards, publishing annual reports on caseload volumes, resolution rates and average handling times. By consolidating expertise in one place, it would ensure consistent, high quality service free from the postcode lotteries that currently arise from variations in MPs’ office capacity.
Local Hubs under Metro Mayors and Councils would handle problems best resolved at the regional or local level. In areas with combined authority mayors, Greater Manchester, the West Midlands, Liverpool City Region, council run “Citizens’ Advice Hubs” could employ welfare caseworkers, housing advisers and legal aid volunteers. These hubs would provide in person support, coordinate with local health trusts and housing associations, and address issues like council tax, planning appeals or housing benefit errors. When a problem uncovered a systemic policy flaw, say a rule that disproportionately affected single parents, the hub would escalate it to the national agency and inform the constituency MP of the underlying trend.
This two tier approach yields several important advantages. Citizens receive more personalised, expert assistance close to home, eliminating postcode lotteries in service quality. Local authorities, attuned to regional demographics and challenges, can pilot neighbourhood specific initiatives, mobile advice vans in underserved areas, proactive welfare checks for the elderly or disabled, or pop up legal clinics in community centres. The national agency, operating at scale, negotiates system wide enhancements, streamlined forms, integrated IT platforms, shared knowledge repositories, that individual MP offices could never achieve on their own. MPs, in turn, are liberated from the daily grind of casework and can recalibrate toward high impact activities, rigorous committee work, targeted private members’ bills and substantive contributions to debates.
Of course, such an overhaul demands investment. The good news is that much of the necessary infrastructure already exists in departmental contact centres, local council advice teams and Citizens Advice bureaux and can be re organised rather than built from scratch. To fund the enhanced service, the Treasury could reallocate portions of existing administrative budgets, for instance merging the Department for Work and Pensions’ call centre contracts and the Home Office’s case management teams into the new agency. Local hubs would receive support through a modest uplift to the local government finance settlement, perhaps a one per cent precept on council tax earmarked for Citizens’ Advice Hubs, generating tens of millions annually for staffing, training and premises.
Beyond re profiling existing funds, the government could levy three targeted measures. First, a small “efficiency dividend” across Whitehall could free up zero point five per cent of departmental running costs to seed the national agency, tapering as savings emerge from streamlined processes. Second, in year reallocations, such as unused training grants or dormant account balances, could provide one off capital for the digital platform and professional academy. Third, a fraction of revenue from progressive levies, the windfall tax on energy firms or proceeds from the digital services tax, could be ring fenced for constituency services, ensuring fair and transparent funding announced annually in the Budget.
These measures would cover the estimated one hundred fifty to two hundred million pound annual cost of a fully staffed agency and network of hubs without resorting to deep cuts in frontline services. Over time, as casework becomes more efficient and appeals decline, savings from reduced legal appeals and error corrections could be reinvested, making the system self sustaining. Embedding the costs within departmental and local government settlements also protects the service from being easily reversed in future spending rounds.
All of this aligns closely with the principle advanced by Edmund Burke in seventeen seventy four: “You choose a member indeed, but when you have chosen him, he is not a member of Bristol, but he is a member of Parliament.” Burke argued that MPs must serve “the general good, resulting from the general reason of the whole” rather than act as advocates for isolated local interests. By removing the burden of day to day casework, we allow MPs to fulfil that trustee role more effectively.
Ultimately, the health of our democracy depends not on how many individual problems an MP can solve, but on how effectively Parliament as a whole crafts laws, scrutinises government and responds to national challenges. As our society grows more complex, through technological change, public health demands and environmental pressures, MPs must be able to draw on their full capabilities as legislators. Transferring routine casework to professional agencies and devolved local bodies is not a retreat from representation; it is a logical evolution of the MP’s role in the twenty first century.
By professionalising the front line of citizen assistance, we ensure that every constituent’s problem is handled by the right expert, that systemic issues are exposed through data and that MPs can devote themselves to “the general good” of the entire country. In doing so, we create a fairer, more efficient service for the public and revitalise Parliament’s core mission, holding power to account and shaping our collective future. This is the reform our times demand.