Probate Registry Service

(Limited Text - Ministerial Extracts only)

Tuesday 10th November 2020 Westminster Hall

[The Parliamentary Under-Secretary of State for the Home Department (Chris Philp)]

It is, as always, a great pleasure to serve under your chairmanship, Mr Davies. I thank my hon. Friend the Member for Carlisle (John Stevenson) for securing this debate on a topic that is extremely important for all the reasons that he has eloquently laid out. When families suffer bereavement, they expect the state to support them and act quickly as a matter of compassion. It is also a matter of practicality: as my hon. Friend said, there are often property matters that need to be dealt with quickly, and delays with probate make them more difficult.

I am particularly grateful to my hon. Friend because, as he says, he has three decades’ experience of working in this area. Parliament is at its best when Members who have relevant direct experience—particularly current experience, as in his case—bring it to the House for the benefit of other Members and the whole country. I am grateful to him for bringing his experience to the House.

It is fair to say, as my hon. Friend laid out, that over the past two years there has been a significant change in the probate service, and there have been significant challenges and problems. This goes back to 2019, when two things happened that somewhat upset the probate applecart. The first was the very substantial fee increase, which was proposed and subsequently withdrawn. It caused a very substantial increase in the number of probate applications—I think they went up by 50%—as people tried to get them in quickly ahead of what they feared would be a very large fee increase. A year ago, the Government made it clear that that very large increase was not going to happen. None the less, it had a destabilising effect on the system when it was initially announced. Secondly, a new computer system was introduced a year and a half ago, and as is often the case, there were teething problems with it that led, particularly in 2019, to some very significant delays, which my hon. Friend referred to.

By the beginning of 2020, before the onset of the coronavirus, we had begun to recover and were offering better service. For example, in January and February this year, 44,113 grants were made, which was back to the 2018 level, before the various problems that I just described. Come January and February this year, we had got the probate system back to where it was before. Clearly, the coronavirus pandemic then struck and that disrupted operations, particularly in March, April and May. By July and August, we had got the output of the probate service back up—for example, in July, the average number of grants made each week, which is the key number we look at, was 5,400, which was around 9% above the five-year average. In August, we got it up to 5,700 a week, so we had gone up a little again to about 16% above the long-term five-year average. By the summer, therefore, the number of probate grants being issued had gone back up above the long-term average, which is an important milestone to reach. Consequently, waiting times have been getting better—not as good as my hon. Friend the Member for Carlisle or I would like, but they have got better.

For digital cases, the average waiting time was generally between two and five weeks and for paper applications it was between five and seven weeks. Paper applications take longer because they are harder to handle with social distancing. Solicitors must now make applications online, but I strongly urge individuals making their own probate applications to use the online service because it is much faster—a two-to-five-week turnaround time—and it is less error-prone, both by the user and by the probate service on handling the application, because everybody is using a common format and typing in material directly to the system. I strongly urge people to use the online system.

I have heard some examples of much longer waiting times than two to five weeks for digital or five to seven weeks for paper, and I am happy to look into the specifics of those cases if the hon. Member would like me to. I get a number of probate delay cases coming up in correspondence from constituency MPs. In more than half of the cases, where there are long lead times of 10 or 12 weeks, often there has been a mistake in making the application in the first place, or there is an outstanding tax matter from Her Majesty’s Revenue and Customs or something like that. Using the digital system reduces those errors, so I repeat my previous plea to use that where possible.

In the last year or two, the system has been in transition to the new computer system and the new service centres that are supposed to provide a centre of excellence where things can be processed more quickly and efficiently. We are midway through that transition. Those have been established, but there is still some activity going on in the local registries, and the process of completing the transition has been effectively paused due to the pandemic. My hon. Friend asked about resources and observed that the number of people employed in the probate service has gone up from 156 at the end of 2018 to 215 in March this year, and the amount of money being spent has gone up from £5.7 million to £7.5 million. He asked, quite reasonably, why there are issues if extra money is being spent. The answer is that it is still a service in transition. My objective is to get through that transition as quickly as possible, first, to realise the savings that were originally promised but have not yet been realised because the transition has not been completed, and secondly, to deliver the faster and better service that was promised at the outset. I think we can all agree with those aims.

My hon. Friend asked for a commitment from me to work tirelessly to make the necessary improvements, and I am happy to give that categorical commitment this morning. I am grateful to him for not pressing me to make the Rory Stewart kamikaze pledge, but I do commit to doing everything possible to make the improvements. In that spirit, I was going to suggest, before my hon. Friend called the debate, that we meet officials to go through some of the points that he has raised and the work currently going on in the service. My hon. Friend the Member for South Thanet (Craig Mackinlay) has a similar professional interest in this area, as an accountant, so I suggest that he join us to go through the issues in a little more detail. I would like to hear from Members with particular professional expertise, to make sure that I as the Minister, and the Ministry of Justice more generally, learn from the observations and experience of Members such as my hon. Friend the Member for Carlisle.

[Liz Saville Roberts]

One concern that has been raised with me relates to Welsh language wills. Will the Minister assure me that the new provision will be able to deal appropriately, according to the Welsh Language Act 1993, with people’s right to present wills in the medium of Welsh, and that that will be dealt with effectively?

--- Later in debate ---

[Chris Philp]

I believe that that is the case, but in the interest of absolute clarity it would be safest if I were to write to the right hon. Lady confirming it. I believe it is, but I will double check and write to her formally giving her the confirmation that she has quite reasonably requested.

[John Stevenson]

I am grateful for the Minister’s comments about consulting other MPs and what he is trying to achieve for the probate registry. I just want to make a couple of points. First, I think people are quite happy to pay the probate registry fee if they get a good service. I and many other people thought the increase proposed in the past was like an increase in taxation, but if there were an increase in the fee so that effectively the service could just wash its face, I do not think anybody would have an issue with that—certainly professionals would not. The other thing I would say to the Minister is please listen to other bodies such as STEP. It suggested that there should have been a delay in the compulsory digitalisation and it proved correct on that score. I think sometimes that Governments should listen in a positive way to what is suggested to them.

[Chris Philp]

My hon. Friend is right on the question of the fee. The very large fee increase contemplated a year or two ago went far beyond cost recovery. The current fees, I believe, cover approximately two thirds, or perhaps three quarters—probably more like two thirds —of the cost of running the service. I am grateful for his observation that practitioners, the public and parliamentarians would consider modest fee increases that cover the cost of the service, but no more, to be justifiable.

As for the digital service, after my hon. Friend made the point about the problems yesterday, I checked with the Department about whether there was a general digital service outage, and I was told that there was not, so I would like to hear a bit more—perhaps when we meet—about the digital issue that his firm experienced yesterday, so that we can get to the bottom of exactly what happened there. However, the reason we have made digital applications compulsory is that they are faster—two to five weeks—which benefits the user. Also, the evidence we have gathered indicates that they are far less prone to error, both by the applicant, whether that is an individual, a solicitor’s firm or an accountant, and by the probate service itself. Those are considerable benefits that flow from the use of the digital service, but if there are teething problems or if my hon. Friend’s firm has experienced issues, I would definitely like to investigate the precise nature of those.

I hope that this morning I have acknowledged the problems that have certainly existed in the past. There have been considerable improvements over the course of this year, but there is more work to do to realise both the savings that were promised by the centralisation process and the service improvements that were promised. I will make achieving that a priority, but in doing so I will work with Members with expertise such as my hon. Friend the Member for Carlisle, to make sure that we deliver on the promise, and deliver to constituents and their families, at a time of bereavement, the service that they are entitled to expect.

Question put and agreed to.