Commons Sense

Hansard-based summaries and metrics

HMCTS Probate Service 2023-03-28

2023-03-28

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TAGS
Response quality

Questions & Answers

Q1 Direct Answer
Priti Patel Con
Witham
▸ Context
Several constituents have faced significant delays in their probate applications, some waiting over 10 weeks. The contact centre has also had difficulties with access to staff.
My constituents are experiencing significant delays in their probate applications—some waiting over 10 weeks—and struggling to get through to staff at the contact centre and hotline. Bereaved families are dealing with estate issues during a difficult time. What is he doing to improve the application process?
Mike Freer
Wait times for calls to the helpline have dropped from an hour to five to 10 minutes. We are reviewing why additional information is requested, aiming to make forms user-friendly. Additional caseworkers will be recruited to expedite complex cases.
▸ Assessment & feedback
Response accuracy
Q2 Partial Answer
Priti Patel Con
Witham
▸ Context
The probate service was part of a reform programme that has been paused due to concerns raised by the National Audit Office.
Following a National Audit Office report, the probate service reform programme has been paused. Could the Minister clarify who is responsible for this waste of public money and what the next steps are?
Mike Freer
The pause is to ensure a new system beds down correctly and to listen to staff concerns. The high volume of cases due to increased deaths causes many issues, but staffing with the right skills is also important. We are recruiting more people to handle case volumes.
▸ Assessment & feedback
specific accountability for public money waste
Taking Extra Time To Ensure System Correctness
Response accuracy
Q3 Direct Answer
Valerie Vaz Lab
Walsall and Bloxwich
▸ Context
The performance of the probate service in the past year has been under scrutiny due to delays.
Given the increased volume of applications, does he assess the adequacy of the performance of HM Courts and Tribunals Service's probate service over the last 12 months?
Mike Freer
Despite increased applications, average processing times for probate remain between four and seven weeks. The response time was almost one week faster in Q3 2022 compared to yearly averages in 2020-21.
▸ Assessment & feedback
Response accuracy