What Routing Means for UK Practices
Many solicitors talk about intake, but actually mean the enquiry inbox. Routing is different: It is the defined logic of how an enquiry moves from entry to decision – including status, responsibility, follow-up, and SRA compliance documentation.
The Problem with "Enquiries Come In"
A typical UK practice: Enquiries land at reception, in various email inboxes, through the website, sometimes directly with fee earners. Nobody has oversight. Some enquiries get answered twice, others not at all. Worse: no audit trail for the SRA.
The Symptoms:
- "Have we already responded to this enquiry?"
- "Who is responsible for this matter?"
- "This enquiry is 5 days old – has someone handled it?"
- "Can we demonstrate we responded within reasonable time?"
The Cause: No defined routing system with compliance documentation.
The 7-Stage Status Model (SRA-Aligned)
Every enquiry goes through defined phases. This model aligns with SRA Standards and Regulations:
Status Definitions
| Status | Meaning | Owner | Max Duration | SRA Consideration |
|---|---|---|---|---|
| 1. New | Enquiry received, not reviewed | Intake team | 4h | Log receipt time |
| 2. Qualification | Initial review, conflict check initiated | Intake team | 24h | SRA Transparency Rules |
| 3. Conflict Check | Running conflict of interest check | Compliance/COLP | 24h | SRA Code 6.2 |
| 4. Questions Open | Waiting for info from prospect | Intake team | 72h | Document all contact |
| 5. Routing | Handed to responsible solicitor | Intake team | 4h | Competence matching |
| 6. Meeting Scheduled | Initial consultation arranged | Solicitor | 5 days | Fee information sent |
| 7. Accepted/Declined | Retainer or decline (with reason) | Solicitor | - | SRA-compliant response |
Why Conflict Checks Are Non-Negotiable
Under SRA Code of Conduct, you must identify conflicts before acting. Build it into your routing:
Conflict Check Triggers:
- Party names against existing client database
- Related parties check
- Matter type vs. existing retainers
- Previous enquiries from opposing parties
SRA-Compliant Follow-up Templates
After 24 Hours (no response to first reply)
Subject: Re: Your enquiry about [topic]
Dear [Name],
Thank you for your enquiry. To advise you properly,
I need the following information:
- [Specific question 1]
- [Specific question 2]
Is there a deadline or court date we should be aware of?
Please note: Under SRA Transparency Rules, we will provide
full cost information once we understand your matter.
Kind regards,
[Name]
[Firm name] | SRA Number: [Number]
After 48 Hours (still no response)
Subject: Following up: Your enquiry from [date]
Dear [Name],
I am following up regarding your enquiry from [date]
about [topic].
Do you still require legal assistance? If so, please
get in touch – I am available at [phone].
Kind regards,
[Name]
After 5 Days (final follow-up before archiving)
Subject: Closing your enquiry
Dear [Name],
As we have not received a response to your enquiry from
[date], we will be closing our file.
Should you need legal assistance in the future, we remain
at your service.
Kind regards,
[Name]
UK-Specific Routing Rules
Example: Routing Matrix for Mixed Practice
| Category | Route To | SRA Competence Check |
|---|---|---|
| Conveyancing | Property Team | CQS accreditation |
| Family | Family Team | Resolution membership |
| Employment (Employee) | Employment Team | Claimant experience |
| Employment (Employer) | Employment Team | Respondent experience |
| Personal Injury | PI Team | Qualified persons only |
| Immigration | Immigration Team | OISC/SRA registered |
| General | Practice Manager | Competence assessment |
UK Routing Decision Tree
1. Practice area identifiable?
Yes → Continue to 2
No → Follow up for clarification
2. Conflict check status?
Clear → Continue to 3
Potential conflict → Escalate to COLP
3. Funding assessment needed?
Legal Aid eligible → Legal Aid team
Private/Insurance → Standard routing
4. Urgency assessment?
Court deadline <7 days → Priority routing + fee earner alert
Standard → Normal queue
KPIs for UK Intake Routing
| KPI | Target | Warning Sign | SRA Relevance |
|---|---|---|---|
| Initial Response Time | <4h | >12h | Service standard |
| Conflict Check Completion | <24h | >48h | SRA Code 6.2 |
| Time to Cost Information | <48h | >72h | Transparency Rules |
| Time to Decision | <72h | >5 days | Client service |
| Routing Accuracy | >90% | <80% | Competence matching |
| Documentation Rate | 100% | <95% | File compliance |
Automation: What Pays Off for UK Firms
Immediately Automatable:
- Receipt confirmation (within 1 minute)
- Conflict check initiation (automated database query)
- Status updates to prospect
- Follow-up reminders to intake team
- Escalation when SLA exceeded
- GDPR-compliant data capture confirmation
Partially Automatable:
- Initial categorisation by keywords
- Routing suggestion (requires human approval)
- Fee estimate template population
Remains Manual:
- Final conflict decision
- Competence assessment for routing
- SRA Transparency Rules compliance check
- Client care letter preparation
SRA Compliance Checklist for Routing
| # | Requirement | SRA Reference | Status |
|---|---|---|---|
| 1 | Conflict check at intake | Code 6.2 | ☐ |
| 2 | Cost information within 48h | Transparency Rules | ☐ |
| 3 | Competence-matched routing | Code 3.2 | ☐ |
| 4 | All communications logged | Accounts Rules 8.1 | ☐ |
| 5 | GDPR consent captured | UK GDPR Art 6 | ☐ |
| 6 | Decline reasons documented | Best practice | ☐ |
| 7 | COLP oversight documented | Code 8.1 | ☐ |
Implementation Checklist
| # | Check Point | Status |
|---|---|---|
| 1 | All intake channels captured | ☐ |
| 2 | Status model defined (7 stages) | ☐ |
| 3 | Owner assigned per status | ☐ |
| 4 | SLAs defined per status | ☐ |
| 5 | Conflict check integrated | ☐ |
| 6 | Routing rules documented | ☐ |
| 7 | SRA-compliant templates created | ☐ |
| 8 | KPIs defined and measurable | ☐ |
| 9 | COLP sign-off obtained | ☐ |
Next Step
Briefly describe how enquiries come in today, who responds, and what your compliance concerns are. We will suggest a concrete next step.