Digital forms
Work is also underway to simplify and update online forms and add more guidance notes to reduce the chance of errors. Soon there will be just one form for both consumers and professional users.
They advised that older versions of forms up to version 2 will also be retired soon to make the process more straightforward. The advice is to always use the latest online form where possible rather than print forms.
Support for professional users
HMCTS has been offering opportunities for professional users to engage and learn through a variety of sessions in 2025. They noted that their Lunch and Learn events have been well received, while webinars have increased attendance numbers for HMCTS updates. Look out for our LinkedIn posts for information about available sessions when they arise.
For further support, virtual surgeries to escalate specific queries or challenges in older cases are still available on request. Email: ProbateMT@justice.gov.uk
For pre lodgement enquiries about complex estates, use form PA18 and contact: probateregistrarreferrals@justice.gov.uk
Fee update
Fees for copies of probate grants, wills or letters of administration increased from £1.50 to £16 per copy on 17 November. This change is intended to bring the fee back up to the cost of providing the service, following a temporary reduction to £1.50 (from £10) in 2019. The fee for bulk data downloads currently remains at £1.50.
Operational performance
HMCTS overview of its annual performance noted consistent improvements with an overall reduction in open cases and an increase in grants despite a corresponding increase in receipts in 2025.
Productivity also improved, with grants issued per hour increasing from 2.4 to 3.2, and they highlighted that average case processing times had nearly halved compared to last year.
Average response times for phone enquiries have been maintained at around 15 minutes, with call handling times reduced to 12 to 12.5 minutes.
System improvements
HMCTS is continuing to make improvements to systems and processes, including email automation, automated notifications and the Citizens Hub which has increased the number of “workable” cases and allowed quicker responses. Improvements to expand the scope of intestacy applications remain ongoing. They also highlighted other developments including:
- a new telephony system with more information for call handlers, improving call handling and quality; and
- testing of a new interventions process for cases over 12 weeks old to help move cases along more quickly.
Your feedback
HMCTS welcome your feedback on the new notifications system and would also like to know about any topics you are interested in for future webinars. You can email HMCTS direct if you have feedback. You can also contact ICAEW if you have a question or would like us to raise an issue with HMCTS.
Background
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, The Institute of Legacy Management, The Association of Lifetime Lawyers, and several charities.
