MOJ's all-digital service for LPAs will confuse clients
The government's plans to switch some legal services online are over ambitious and will lead confused clients to pursue traditional face-to-face meetings with their legal adviser.
A trial system whereby most of the lasting powers of attorney (LPA) registration process is done online has been under way since July 2013 but it’s a step too far for some sections of the public, including the elderly and vulnerable.
In theory, there is a lot to applaud about switching to an online application process – especially if the public benefits through a simpler, clearer and faster system.
In practice, however, technology does not always deliver efficiencies and I fear some people will simply be baffled or even fearful while seeking to obtain an LPA which is designed to achieve peace of mind.
Digital technology has not yet reached all areas of our society. Government research states that 18 per cent of UK people are ‘offline’ in that they never or rarely use the internet. This figure rises to 30 per cent for people aged 55 to 64 and 40 per cent for those aged 65 and above.
Its own survey into internet use (Digital Landscape Research, November 2012) found that many older people disliked the internet or were reluctant users because it “discourages human connection”.
People with limited experience of the internet may also be uncomfortable completing such a process online. At Kirwans, we find that many clients appreciate the option of talking face to face about matters such as LPAs. The personal touch is still important alongside digital options.
I believe people will prefer the option of appointing a legal practitioner to guide them through the LPA process and the freedom to do it online or by traditional methods. This will provide the reassurance that they that have completed the process correctly and, most importantly, with the proper advice and information at their disposal. SJ
John-Paul Dennis is a partner and head of private client at Kirwans
www.kirwans.co.uk