05/05/26
The legal services sector is in a period of significant change. The sector has grown in value from £41.4 billion in 2021 to £52.3 billion by 2024, and with that growth comes heightened scrutiny from regulators. The Legal Services Board’s (LSB) State of Legal Services 2026 report outlines progress against its 10-year Reshaping Legal Services strategy and identifies three priority areas of focus: fairer outcomes, stronger confidence, and better services.
For estate planning professionals and will writers, these aren’t abstract policy goals — they are the direction of travel for the entire regulatory landscape. The question is: how do you ensure your practice is ready?
CTT’s Legacy Software has been built with exactly these challenges in mind. Here’s how Legacy supports you in delivering against each of the LSB’s three priorities.
- Fairer Outcomes
One of the LSB’s most pressing concerns is unmet legal need. The report is critical of largely static statistics showing that one in three people experience unmet legal needs that can result in serious consequences, from housing insecurity to financial stress and family breakdown. Cost, accessibility, and court delays are all identified as key factors, with unmet need described as “critical if the sector is to make meaningful progress towards achieving fairer outcomes, especially for those experiencing greater disadvantage or who are in vulnerable circumstances.”
For estate planners, fairer outcomes mean ensuring that clients, regardless of their background or circumstance, receive consistent, high-quality advice and documentation. Legacy directly supports this through its structured, intuitive document drafting system, which ensures that every client receives the same standard of service. With over 100 products available, from simple wills to LPAs and trusts, practitioners can serve a broad range of clients confidently and comprehensively.
Legacy’s client-facing portal also plays a crucial role in reducing barriers to access. The digital Fact Find feature, secure messaging, and personalised educational animations mean that clients can engage with their estate planning remotely and at their own pace; helping to reach those who might otherwise fall through the gaps.
- Stronger Confidence
Consumer confidence in the legal profession has taken a knock in recent years. The LSB acknowledges the damaging impact of the Post Office Horizon IT scandal, the Axiom Ince collapse, and the SSB Group failure on public trust, while also highlighting a rise in complaints as evidence of the need to improve first-tier complaints handling.
Building confidence requires transparency, professionalism, and robust processes; all areas where Legacy excels. Real-time case tracking keeps advisers informed throughout the process, with clear visibility of every stage, reducing the ambiguity and miscommunication that so often lies at the root of complaints.
Legacy’s entire digital journey is designed to impress and reassure, turning one-off clients into loyal advocates who return and bring their families with them.
- Better Services
Technology investment in the legal sector has seen a 67% increase in funding, now exceeding £1.7 billion, with the use of AI and business-to-consumer lawtech expanding in response to changing consumer behaviour, including a 4% increase in the use of online services for legal advice and information since 2019.
The message is clear: clients increasingly expect digital, responsive, and efficient services. Legacy is built to deliver precisely that. By automating time-consuming administrative tasks such as document population, reporting, and client onboarding, Legacy frees practitioners to focus on what matters: providing expert, personalised advice that generates real value.
The LSB also recognises that AI brings both opportunity and risk, and is consulting on a voluntary standard for AI-powered legal tools; one that would support high-quality, responsible innovation while helping consumers make informed decisions. Legacy’s approach to innovation is well aligned with this direction, combining powerful AI-assisted tools with human expert oversight. Unlike any other software in this sector, Legacy provides direct access to CTT’s specialist adviser support, meaning practitioners are never more than a message away from experienced estate planning expertise.
The Regulatory Direction is Set — Is Your Practice Ready?
The LSB’s State of Legal Services 2026 report makes the direction of travel unmistakably clear. Fairer outcomes, stronger confidence, and better services are not just aspirations, they will increasingly shape regulatory expectations and consumer demands across the profession.
Legacy Software gives estate planning professionals the tools to meet those expectations today, while remaining agile enough to adapt as the regulatory landscape continues to evolve. From compliance-ready document drafting to a seamless client experience, Legacy is the complete professional estate planning system built for the future of the sector.
To find out more or to book a demo, visit our Legacy website.
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