Operational performance
On a regular basis, ICAEW attends meetings with HM Courts & Tribunals Service (HMCTS) in our role as a member of the Probate Professional User Group. In our last meeting, HMCTS reported that caseloads have increased since March 2026, reflecting seasonal peaks in applications between January and April. However, the service expects to reduce caseloads over the summer months when application volumes are typically lower.
Average waiting times have improved and are currently around 4.3 weeks. Paper applications continue to take longer, averaging around 16 weeks, although HMCTS noted that many paper cases are delayed because additional information is required.
Contact and complaints
HMCTS acknowledged ongoing challenges with telephone response times. It also reported a significant increase in complaints and ministerial correspondence. Professional users were encouraged to use existing escalation routes where appropriate before submitting formal complaints.
HMCTS highlighted improvements to email handling, with email enquiries now being processed within five working days.
You can find more detailed operational data from HMCTS up to May 2026 here: HMCTS management information – GOV.UK
Focus on reducing stopped cases
A key priority for HMCTS is reducing the number of stopped cases. The service is reviewing internal processes and guidance to help applicants provide the information needed first time and reduce avoidable delays.
Complex cases
HMCTS has established specialist teams to deal with complex applications, including foreign domicile and lost will cases. It reported a reduction in outstanding workable cases in these categories and intends to continue this work.
However, practitioners dealing with complex paper applications should note that cases requiring registrar involvement may still experience delays due to registrar workloads.
Digital service developments
HMCTS is continuing work to expand the digital intestacy service. Planned changes will allow more relatives to apply online and will support multiple applicants in a wider range of cases.
The service is also making improvements to automated notifications and introducing system changes designed to help staff identify and progress cases more efficiently.
Probate applications and authorised persons
HMCTS discussed the position following recent legal developments in Mazur in relation to reserved legal activities. HMCTS confirmed that for professional users, while forms such as the PA1P can be completed by an unauthorised employee under the supervision of an authorised probate practitioner, the form must be signed and submitted by the practitioner. HMCTS indicated that it will provide additional information following discussions with stakeholders.
Providing feedback
We encourage you to share feedback on any operational issues with us so that we can log any recurring issues and raise them with HMCTS on your behalf. Please email ICAEW’s Regulatory Policy Manager
About Probate Professional User Group meetings with HMCTS
This update is a summary of the information discussed at the most recent Probate Professional User Group meeting attended by Rachel Clements, Regulatory Policy Manager, ICAEW. Other attendees to these meetings include representatives from STEP (The Society of Trust and Estate Practitioners), The Law Society, Council for Licensed Conveyancers, The Institute of Legacy Management, The Association of Lifetime Lawyers, and several charities.
Further information
Access the following resources to find information to support you in your role as a probate practitioner.
