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In this guide:

Case Tracking - Best practice that helps us to help you

If used properly, the Communication, Case Progress and Messaging functions help us to help you and make it easier to stay up to date with the progress of all your cases, provide you with an audit trail and enable three-way communications between you, the Solicitor and your client – so that your cases complete as smoothly as possible.

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Why should you use the Communication functionality?

There are many reasons to use Communication:

Provides you with an audit trail - it is your receipt of communication

Critical for resolving any issue - case notes reflect what has occurred and when

  • Keeps all your case-specific communications and updates in one place

  • Each Solicitor must respond within 24 hours – no more waiting around for call backs

  • You’ll receive an automated email when the Solicitor responds or adds a note – you don’t need to log in to check if there has been an update

  • Removes the need for you to chase solicitors by phone or email

  • Ability to hide your notes from clients – handy for worrisome clients

  • You can use it for all types of communications:

    • Tried to call…

    • Sent email regarding…

    • Client would like to advise…

    • Chasing update on…

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Where do I find Communication?

Once logged in, on the main screen you will see tabs running across the top.

Click on the Instructed Cases tab to view your pipeline and then click on the Eye icon to view the Summary, Illustration, Communication, Purchase Progress and Client Care Letters of the instruction.

This opens a new screen with all the main information of the case. To view Communication, add a note to the Solicitor, etc., simply click on Communication tab.

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View your correspondence with the Solicitor in one place:

Communication functionality provides you with an audit trail keeping all your case related communications in one place so that you don’t have to rely on email. What is more, the Solicitor must contractually respond within 24 hours so you don’t have to wait for them to call you back.

Both you and your client receive an automated email and a text message when the Solicitor responds or adds a new Case Note meaning that you don’t even need to log in to check if you have received a response, saving you time. Your clients also have their own login to the portal to view the progress of their case.

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How to add a note and send files to your Solicitor:

Click on Communication to add a note to share with your Solicitor. The Solicitor will automatically receive a notification.

You can choose whether you want to make a note visible to your client. This function is useful when you want to communicate solely with the Solicitor without involving the client, for example when chasing documentation or asking for an update. It’s also handy when you have a worrisome client and don’t want to overload him/her with information.

You can also upload files to Solicitors via Communication as shown below:

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Case Progress/Tracker to communicate updates:

Useful for both you and your client, the Case Progress section provides an overview of the status of a particular case. Depending on the case, the link will be called Purchase/Sale/Remortgage Progress.

Check the case tracking for updates - it is refreshed each time something changes on the case and provides you with a full case audit:

  • All updates are date and time stamped

  • Cases updated regularly by the solicitors – even to confirm pending documents

  • ·You and your clients can track case progress 24/7

Key stages (please see examples below) can be set by your Solicitors (and may vary), but it is important to give your Solicitors flexibility to set their own key stages especially if they want to integrate with their internal systems, e.g. Content Management System.

Different individuals within the Solicitor firm have their own login details so you and your client are able to see exactly who in the firm updated the case should any questions arise.

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The Messages section gives you an overview of all the updates that have made on ALL your cases. You will see a red notification number at the top when there are updates so that you and your client can see there has been progress without having to go into the case file.

Clicking on the Messages takes you to your inbox where time-stamped messages provide you with a high level view of everything that has been happening with your cases.

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Adding an Administrator:

If you have an assistant who completes case administration on your behalf and they log in using your account to complete tasks (such as communicating with the solicitor), you will personally receive the email notifications of the responses which you may need to forward on to your assistant.

Add an administrator to look after your cases using their own individual log in. An administrator can create quotations, view your saved quotes, place instructions on your behalf, manage your ongoing cases and more.

Any task that your administrator completes against your cases will be recorded under your administrator’s name instead of yours. This allows the administrator to directly receive email notifications of responses to the queries they raise, which you will also be able to view under the Communication tab within the case when you log in.

Advisers can allocate one administrator per account whilst administrators can be linked to multiple adviser accounts.

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How to add an administrator:

  1. Register your administrator on and email or telephone us on 0208 665 3200 to set the status of the account as an Administrator.

  2. Your administrator will be provided with their own username and password via email. Ask your administrator to log in.

  3. Once logged in, your administrator will find instructions to follow. They will then need to provide you with their unique administrator code. Please see example below;

  4. Once your administrator has sent you their unique code. You will need to login to your account. Go to your Account/Settings and open up the Admin Access link, where you can enter the code.

  5. The next time your administrator logs in they will be able to view your Saved Quotes, Instructed Cases, Messages and will also be able to produce a quote on your behalf.

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