Intake Routing for UK Solicitors: SRA-Compliant Status Model & KPIs

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

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

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

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

Implementation Checklist

Next Step

Briefly describe how enquiries come in today, who responds, and what your compliance concerns are. We will suggest a concrete next step.

→ Initial Consultation

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