Case study

Modernising probate: easing the most challenging times through innovation

Probate is the legal right to handle someone's estate after they die.

From:
HM Courts & Tribunals Service
Published
24 March 2025

Before 2019, applications were made on paper meaning: 

  • a risk of human error when completing complex, inaccessible forms 

  • legal jargon was not explained well or in a user-friendly way 

  • an inefficient process for court staff, applicants and probate professionals when manually handling dozens of forms 

  • applicants needed to travel to compulsory in-person appointments at registry offices  

  • a lack of flexibility to suit modern ways of working for the courts and probate professionals 

We wanted to create a more accessible, user-friendly service that works for everyone, whether they choose to apply online or use paper forms. 

Benefits 

The reformed service has transformed probate administration. Through over 1 million digital applications received since 2019, we’ve seen:  

  • positive environmental impact by eliminating over 25 million pieces of paper 

  • improved flow of legacy information from the probate service to charities, helping them to plan their vital work 

  • consistent, 24/7 access to the service from any device 

  • simplified language and streamlined processes 

  • increased flexibility with the digital statement of truth replacing inconvenient in-person oaths and the requirement for a ‘wet signature’ 

  • improved resilience, enabling continued granting of applications during the pandemic  

Our digital transformation 

The journey to modernise probate began in 2016 with extensive user research, leading to the 2019 launch of our digital service, making probate one of the first services to be reformed. We’ve created two tailored pathways. 

For personal applicants we now have: 

  • a user-friendly online application via GOV.UK 

  • the ability to save and return to an online application 

  • step-by-step guidance throughout 

  • real-time application tracking 

  • the ability to complete digital statement of truth at home 

  • a service with clear, jargon-free language 

Probate professionals now have a: 

  • comprehensive MyHMCTS platform for online probate applications 

  • collaborative team working features 

  • streamlined online payment system 

  • smoother integration with HM Revenue and Customs (HMRC) processes 

  • better way to manage workflows 

  • modern digital case files, accessible from any device 

It’s clear that the digital service is working well: 

  • Digital applications have risen steeply from 17% in FY 19/20 to 80% April 2024 to December 2024  

Getting support 

For people who are less able or confident using online services, we’ve developed a comprehensive support system which includes: 

  • simplified paper forms 

  • a dedicated Digital Support service 

  • a specialist Service Centre for the probate service 

  • telephone support 

  • clear guidance on GOV.UK 

  • ensuring accessibility for all users 

Feedback from service users 

Applicants have told us what they think of the digital probate service: 

It’s easy to use, fast and convenient. I found it so easy and efficient. It’s exactly what you want from an online government system – if only everything could be this easy!

It was intuitive to use and the whole thing flowed from one section to the next really well. The way things are summarised at the end is very helpful. You can check it all before you send it and that’s reassuring.

I’d been expecting sheets and sheets of questions – but that wasn’t the case. The instructions were clearly written and the way everything was set out was so user friendly. I think it took a couple of hours to complete.

I initially thought the online service would be complicated and take some dealing with. I thought it would take me a long time to complete, but it didn’t take me long at all – an hour at the most.

James’ story 

“When James lost his father, he faced the daunting task of dealing with his estate. In the past, some of James’ friends who had gone through the probate process had told him it was paper-based, confusing, and filled with legal jargon that made it challenging for personal applicants like him, which worried him a lot. However, with the reformed digital service, James was able to apply for probate online at a time that suited him, without needing to visit a probate registry or deal with extensive paperwork. 

Using the new digital service, James found the application process intuitive and efficient, allowing him to save his progress and return later. He could easily track his application status online, reducing uncertainty and providing reassurance during a difficult time. The digital statement of truth replaced the need for an in-person oath, saving James time and travel expenses. 

Overall, the digital probate service provided James with a flexible, accessible, and user-friendly way to manage his father’s estate, making a challenging process much more manageable and allowing him to focus on what truly mattered.” 

Working together 

We work closely with: 

  • our probate service user group which includes Society of Trusts and Estates Practitioners, Institute of Legacy Management, The Law Society, Remember a Charity and the Institute of Chartered Accountants, England and Wales 

  • HMRC to streamline processes 

Future plans 

The journey to deliver an effective online service has not always been straight forward, and we’ve learned a lot. When we launched the service the combination of a planned fee increase, adapting to new ways of working and increased demand led to delays in applications being granted.  

At its peak in August 2023, there was a backlog of 97,000 applications. The service is now concluding its recovery plan and the open caseload is around 37,000. The workable open caseload (where we have the information needed to progress the application) dropped by over 80% in the year to January 2025 to 9,856.  

We’re now committed to continuously improving the service by: 

  • continuing to share information with the charity sector who rely on donations to carry out their important work 

  • working closely with probate professional representatives to improve the service 

  • improving notifications to make it easier for applicants to know what they need to send us 

  • streamlining inheritance tax processes with HMRC 

  • offering regional office drop-in sessions for probate professionals 

  • offering dedicated registrar appointments to progress complex applications 

  • improving notifications about application status 

Stay updated 

Updates to this page

Published 24 March 2025

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