HMCTS: Probate Service

7. If he will make an assessment of the adequacy of the performance of HM Courts and Tribunals Service’s probate service in the last 12 months.

Despite the increased volume of applications received during and after the covid-19 pandemic, the average length of time taken for a grant of probate once all required documents are received has been maintained at between four and seven weeks, with the average response being almost one week faster in the third quarter of 2022 than the yearly average for 2020 and 2021.

A number of my constituents have been experiencing significant delays in their probate applications—some have been waiting for over 10 weeks—and have had difficulties in accessing staff through the contact centre and the hotline. What message does the Minister have for my constituents who are stuck waiting for answers, and what is he doing to improve the application process? At the end of the day, bereaved families are having to deal with the estates of deceased relatives, and this is a deeply painful time for so many constituents up and down the country.

My right hon. Friend raises a case that I have taken some time to unpick. I can reassure her that wait times for calls to the helpline have dropped from an hour to between five and 10 minutes. In terms of the number of what are called stops, when we have to ask for additional information, we are looking at why the form causes that, to see whether it is user-friendly. We are also recruiting additional caseworkers to ensure that complex cases are speeded through the system.

The probate service was part of the reform programme, which has now been paused following a National Audit Office report, so could the Minister say who is responsible for this shambolic waste of public money, and what the next steps are?

I have to say to the right hon. Lady that that is an interesting take on a pause. I do not think that taking extra time to ensure that a new system beds down correctly and listening to the concerns of the staff, which many Opposition Members have been asking for for many weeks, is shambolic. Many of the issues in the probate system are caused by the sheer volume of cases coming in with the increased death rate, but they are also about ensuring that we have enough staff on site with the right skills. That is why we are recruiting people to deal with the volume of cases.