When a qualified solicitor spends their morning answering routine client queries or chasing missing case files instead of working billable hours, something has gone fundamentally wrong with the firm’s operational structure. Yet this scenario plays out daily across countless small and medium-sized law practices throughout the UK.
The numbers tell a stark story: 59% of fee earners at smaller firms are recording just 25 hours or less of billable time per week. They’re drowning in non-chargeable administrative tasks that, whilst important, don’t require their expensive legal expertise. So, how has this situation developed, and how do firms tackle it?
Modern Client Expects More
Over the last few decades, the industry has shifted dramatically. In the past, small firms might have competed solely with neighbouring practices. Client options were low, and their ability to switch from one firm to another limited. And, although the legal sector has traditionally been an industry that is slow to adapt to change, the increase in digital connectivity and global events such as the COVID-19 pandemic have forced a shift toward more modern ways of working.
These days, clients can choose from providers across the country, sending files digitally and liaising via email or even video calls. Larger firms with more staff and resources can compete with smaller, local firms. Meanwhile, alternative legal service providers, now comprising a $28 billion global market, are setting new standards for efficiency and responsiveness.
Slow Responses Lose Customers
Shaped by their experiences in other industries where a quick reply is now expected rather than preferred, clients increasingly demand immediate responses. If a client calls at 6pm with an urgent query about their case, they want an answer now, not to be met with voicemail and wait until the next working day for a response. Their experience is immediately compromised, regardless of the quality of the underlying work.
When fee earners are juggling cases with administrative duties, response times suffer, directly impacting client satisfaction. In fact, the data consistently shows that 47% of all complaints to the Legal Ombudsman relate to poor communication and failure to progress cases. When your qualified staff are too busy with administrative tasks to maintain proactive client contact, you risk losing them and, ultimately, losing revenue.
The Staffing Challenge
The legal sector faces a significant talent shortage, needing approximately 7,000 lawyers this year against only 3,100 graduates entering the profession. This scarcity makes recruitment increasingly difficult and expensive for smaller firms, which often cannot compete on salary with larger practices or commercial organisations.
Yet these large competitors are driving the expectations of clients. Many small and medium-sized firms are struggling to keep up with demand, having to handle more tasks at a quicker pace with the same number of staff. With fee earners handling multiple cases and chasing clients and third parties, the risk of burnout is high, leading to higher turnover rates in an industry where demand for staff cannot be met.
In this environment, it becomes even more crucial to maximise the productivity of existing fee earners. Every hour spent on administrative tasks is an hour that cannot be devoted to the complex legal work only those professionals can complete.
A Strategic Solution
So, how do small to medium-sized firms remain competitive, retain staff, and still effectively manage budget constraints? The most successful firms are recognising that client communications and administrative support should be treated as distinct functions. This is where the work of an experienced, outsourced legal PA service such as AllDayPA Legal comes into play.
When considering outsourcing, legal-sector experience is critical. In this sector, you can’t afford to have your client-facing team appear uncertain or unable to answer client queries. Generic administrative providers lack understanding of the regulatory environment, client confidentiality requirements, and the empathy and confidence required to build client trust.
Look for partners who understand legal terminology, can handle sensitive client conversations professionally, and maintain robust data protection standards. The best providers will integrate seamlessly with your existing case management systems and communication channels.
With the right partner, a law firm can benefit from:
Cost Efficiency:
Professional administrative support typically costs a fraction of qualified solicitor time, dramatically improving the cost-effectiveness of client service delivery.
Enhanced Responsiveness:
Dedicated outsourcers can provide consistent availability, often extending beyond traditional office hours to match modern client expectations.
Improved Quality:
Outsourcers develop refined systems and processes, often delivering more consistent and professional interactions than busy fee earners juggling multiple priorities.
Scalability:
External support can flex with demand, handling peak periods without requiring permanent staff increases, and scaling back down as needed without any hidden charges.
The Bottom Line
Forward-thinking firms are already adapting their operational models to focus qualified staff on high-value legal work whilst ensuring administrative functions receive professional attention. In an increasingly competitive market, this operational efficiency may well determine which practices thrive and which struggle to remain in practice in the long term.
The legal profession’s success has always depended on adapting to serve clients’ evolving needs. Today, that adaptation requires recognising the distinction between legal expertise and administrative excellence, and ensuring both receive the professional attention they deserve.
The question isn’t whether you can afford to outsource administrative support; it’s whether you can afford not to. The firms that act decisively to address this inefficiency will gain a significant competitive advantage in 2025 and beyond.