Across public sector legal work effective case management isn’t just about organisation—it’s about ensuring justice is served efficiently, transparently and fairly. Yet, time and again, we witness the same avoidable mistakes in case management practices.
| The Cost of Poor Case Management
Before delving in, it’s crucial to understand what’s at stake. Poor case management doesn’t just affect individual cases—it impacts public perception, ability to deliver and finances.
In the NAO (National Audit Office) May 2025 “Improving family court services for children” report, it found between 2018 and 2022 the average spending on legal aid for a case brought by a local authority doubled, from about £6,000 to £12,000, mainly due to cases taking longer.
And there are common pitfalls which can be avoided and opportunities for technology to step into the void.
| Critical Mistakes and Their Solutions
Legal proceedings are governed by strict timelines and missing a single deadline can have catastrophic consequences. Yet, we routinely see cases where limitation periods are missed, court deadlines are overlooked and statutory requirements are not met simply.
This can be even more challenging when you are managing multiple different case types all with vastly different timelines. A planning enforcement case might have months to develop, whilst a housing disrepair claim could require immediate action.
Calendar management systems can automatically calculate deadlines based a series of criteria such as case types, court rules and statutory requirements. These systems should provide multiple alerts—initial warnings, urgent reminders and final notices—to ensure nothing falls through the cracks.
Create standardised case timelines for different types of legal matters, with built-in buffer periods for unforeseen complications. Assign clear responsibility for monitoring and responding to deadlines, with backup systems in place for staff absences or heavy workloads.
One of the most pervasive issues in case management is the disjointed handling of files. We’ve all seen cases in the news where crucial evidence was lost, misplaced or thrown out due to a poor evidential trail.
Poor filing, lack of metadata, an absence of version control or the inability to track co-authoring changes are usually to blame. Even when there is an effort to bring case files and documents into one place, you will see documents being saved on user’s desktops – with the promise to upload the latest version later.
This is challenge is particularly apparent in cases which require a multi-departmental or directorate response such as local government. Housing officers may update case files that planning departments never see, leading to contradictory positions or confusion over the latest version.
Establish a single source of truth for all case-related documents. Modern case management systems should provide automatic version control, audit trails and real-time collaboration capabilities- removing the need to download and save ‘locally held’ copies.
This means creating integrated systems multiple departments such as housing, planning, legal can access relevant case information from a single source – without compromising the integrity or security of information held in the case.
As with many public services, successful delivery requires a multi-agency, multi-discplinary response. Legal work is no different often involving multiple stakeholders—solicitors, barristers, court staff, witnesses, clients, and support services. When parties operate in isolation, critical information can be lost, deadlines missed and confidence undermined.
This often manifests as proclamations of not having access to the same case information, leading to unnecessary delays and adjournments. At the more extreme end, different departments may pursue conflicting legal strategies because they’re unaware of each other’s activities or position.
Establish secure, centralised communication channels that allow all authorised parties to stay informed about case developments. This includes automated notifications and structured messaging systems that maintain professional standards whilst facilitating collaboration.
Collaboration should be continuous and not just at case review meetings.
Standardising the format of reports to ensure all stakeholders can digest the information quickly and understand what it means to the case can significantly reduce the time spent trying to “bring everyone up to speed.”
Key Takeaway
Effective case management requires a holistic approach that combines technology, process, and people. We have seen the most successful operations in organisations that invest in robust solutions; dedicate time to proper training and maintain a culture of innovation.
© 2025 Casedoc. All rights reserved. | Transforming Justice Through Advanced Case Management.
