Operational performance
HMCTS has published its latest operational performance data for April 2025, showing notable progress in reducing delays and managing caseloads.
- Caseload volumes have stabilised. There were approximately 35,000 cases in the system as of 31 May 2025.
- Average time to issue grants is now 4.9 weeks for digital applications and 12.3 weeks for non-digital.
- Call waiting times have increased slightly, but HMCTS remains committed to reducing these to within the 15-minute service level agreement.
If you would like to receive weekly operational updates from HMCTS you can subscribe to receive email updates: HM Courts and Tribunals Service
Service updates
Case ownership
HMCTS highlighted that support officers now retain ownership of cases they have initially reviewed to ensure greater continuity and fewer repeat stoppages.
Surgery appointments for complex cases
Surgeries remain available for more complex or delayed cases. These appointments are designed to triage and resolve issues more efficiently and prevent avoidable delays. The email address to contact them is NSfamilybmt@justice.gov.uk
Phone lines
Following a trial, HMCTS will not proceed with a second-tier phone support line due to low demand. Instead, they plan to merge existing phone lines and introduce referral pathways to surgery appointments where appropriate.
Scanning process improvements
Work is underway to reduce document errors in paper applications to minimise unnecessary stops and re-work. They noted for example that they had identified issues with staple marks being misinterpreted.
Technical developments
Several enhancements to the digital system are either live or in development to improve digital uptake. They include:
New system notifications
- Automated reminders for stopped cases at 8 and 12 weeks.
- Alerts for dormant cases (after 5 months of inactivity).
- Confirmation when supporting documents are uploaded.
Expanded intestacy application journey
Work adding additional family relationships (eg, grandchildren, siblings, nieces/nephews) is continuing.
Updated PA1A and PA1P forms
Revised forms are in development, including annotated versions to support professional users.
IHT forms
Ongoing updates to better integrate digital and paper inheritance tax journeys.
Feedback and questions
Positive developments
The user group noted that their members have acknowledged improvements in the digital service, including some grants now being issued in less than 24 hours. However, they also identified concerns which included:
- Paper application times remaining inconsistent.
- Scanning delays and document errors causing frustration.
- Limited phone support hours impacting accessibility.
HMCTS confirmed that these issues are under review, and it is committed to addressing them as part of improvement work.
Law Commission: electronic wills
A query was raised about the potential impact of electronic Wills on the service. The Law Commission, an independent body advising on legal reforms in England and Wales published new recommendations on Wills in May 2025: Wills – Law Commission. They include allowing electronic Wills and signatures.
HMCTS confirmed that it is not directly responsible for Wills, this responsibility lies with Ministry of Justice policy teams; however, it is monitoring developments. The User group indicated they are interested in participating in future consultations.
Providing feedback to ICAEW
We encourage you to share feedback on any issues with us so we can raise this with HMCTS on your behalf.
You can also email HMCTS direct: MyHMCTSsupport@justice.gov.uk
About the probate professional user group meetings with HMCTS
This update is a summary of the information discussed at the most recent 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.