Reviewing clients' wills remotely is now routine for many practitioners. Done well it saves time, improves access and reduces overheads; done badly it exposes you to compliance risk and client dissatisfaction. This guide sets out a pragmatic, step-by-step approach to running a secure, compliant remote will-review service using portal tools and good practice.
1. Define the scope and risk tiers
Start by deciding what work you will accept remotely. Not every will is suitable for a remote-only review. Create simple risk tiers so you and your team know when a face-to-face or fuller instruction is needed.
- Low risk: straightforward wills, single-joint assets, no trusts, simple beneficiaries.
- Medium risk: minor trusts, blended families, property abroad, basic IHT concerns — may need extra checks or a short video meeting.
- High risk: complex trusts, contested provisions, incapacity concerns, large estates — arrange in-person or full legal instruction.
Document these tiers in your practice manual and make them visible in your portal so all users follow the same criteria.
2. Use the portal to collect consistent instructions
A structured online portal is ideal for collecting the information you need consistently. Build templates and digital forms for common review types and require specific fields to be completed before the case is accepted.
- Standardise client intake forms to capture asset lists, existing will copies and contact details for executors and trustees.
- Require upload of the current will as a single PDF and any relevant trust deeds or LPAs.
- Use conditional questions to flag potential red flags (foreign property, prior marriages, suspicious signatures).
Will Writers Portal clients benefit from document tools, secure storage and client records to simplify this step and maintain an audit trail.
3. Verify identity and capacity remotely
Identity and mental capacity checks are central to a defensible remote review. Adopt a clear, documented process that your team follows every time.
- Use secure video calls to confirm identity, check documents and record the interaction where permitted.
- Cross-check ID with recent utility bills or official documents uploaded to the portal.
- Use a brief standardised capacity checklist on each review and escalate if any concerns arise.
Log all checks in the client file and store supporting documents in your secure document storage.
4. Run a structured document review and risk report
Have a consistent review workflow so every will is assessed against the same criteria. Use templates for fast, reliable outputs.
- Checklist items: validity of signatures, correct execution, identification of ambiguous clauses, fiduciary appointments, trust provisions, survivorship rules, and potential unintended intestacy points.
- Produce a short risk report summarising any defects, recommendations and whether the will should be re-drafted or simply updated.
- Record suggested remedial actions and estimated complexity so you can price follow-up work appropriately.
Tools in your portal can speed document review and ensure consistent reporting across your team.
5. Communicate clearly with clients
Remote work magnifies the need for clear, written communication. Clients should know what you have done, what you recommend and why.
- Send the risk report through the portal and include an accessible plain-English summary.
- If you recommend a re-draft, explain the options (simple amendment, codicil, new will) and the pros and cons of each.
- Keep communication threaded in the client record so all interactions are traceable for compliance purposes.
6. Manage execution and storage securely
Execution is often the weak link in remote services. Make your execution protocol clear to clients and follow up to confirm completion.
- Provide a step-by-step execution guide that complies with formalities: who signs, where witnesses stand, and how to avoid conflicts of interest.
- Offer secure storage as part of the service so clients can upload or post their executed will backwards to be scanned and stored in the portal.
- Log the date and method of receipt in the case file and notify executors if the client has consented.
Will Writers Portal supports secure document storage and reminders that help reduce lost or incorrectly executed wills.
7. Keep compliance, training and continual improvement live
Make compliance and team training ongoing. Regularly review your processes against regulatory guidance and case law, and update templates in the portal.
- Schedule periodic audits of random files to ensure checks were completed and recorded.
- Maintain a knowledge base of precedents and updates in the portal so advisers can find up-to-date guidance quickly.
- Use client feedback and post-mortem reviews on complex cases to improve forms and workflows.
Resources such as professional templates, document review tools and legal updates in your portal will help you maintain standards and scale capacity.
Further reading and practical resources
For practical resources on probate and will administration, consult reputable specialist sites to supplement your practice guidance. See guidance on probate property and practical probate tips. If you need examples of estate planning practice workflows, Phoenix Estate Planning also publishes useful material.
Will Writers Portal clients can adopt these steps and the platform's case tracking, document tools and compliance support to run a safe, efficient remote will-review practice that inspires client confidence and reduces risk.
For related topics, you might find the Will Guard resource and estate administration guidance helpful when considering safe storage and probate follow-through.
https://probate-property.co.uk/
https://phoenixestateplanning.co.uk/
https://willwritersportal.co.uk/site/will-guard/
