Why Every Firm Needs a Post-Completion Scorecard

Post-completion performance is under increasing scrutiny in today’s conveyancing landscape. According to HM Land Registry data from October 2024, close to one million requisitions were issued over a 12-month period, highlighting the scale of inefficiency and its financial impact on firms. This growing figure highlights the scale of the issue and the risks that firms face if their processes are not working as they should. 

Left unchecked, poor post-completion performance can lead to serious consequences. Delays and repeated errors increase the risk of lender panel removal, damage to reputation, and operational backlogs. Fee earners and support staff feel the pressure, costs rise, and valuable time is lost chasing problems that could have been prevented. 

At Auxilio, we believe a clear, well designed scorecard is a simple but effective way to take control. By tracking the right indicators, firms can gain visibility over what is happening, pinpoint the areas that need attention, and drive improvements where they matter most. 

A structured approach to performance tracking 

At Auxilio, we work with law firms to introduce practical scorecards that are easy to manage and tailored to fit. They are built around four key pillars that provide a rounded view of post-completion health. 

1. Client experience 

While many firms focus on the client journey early in the process, post-completion is often where delays and complaints begin to arise. Lenders, estate agents, and buyers expect accuracy and timely updates once a transaction has completed. 

Useful measures include: 

• Percentage of AP1s successfully submitted on the first attempt 

• Time taken to update lender portals 

• Turnaround time from completion to AP1 submission 

• Requisition resolution rates 

By tracking these metrics, firms can understand where service is falling short and reduce the risk of post-completion SLA breaches. 

2. Financial efficiency 

Post-completion issues do not just create frustration, they can also impact profitability. 

Scorecards can help monitor: 

• Cost per completed matter 

• Time lost managing requisitions 

• Spend on unnecessary OS1 renewals caused by delays 
   

These figures are often crucial when building the business case for additional support or investment in automation. 

3. Process improvement 

Many post-completion challenges originate from process inefficiencies elsewhere. Tracking progress over time can help demonstrate the impact of process changes and pinpoint areas still in need of attention. 

Examples include: 

• Reduced avoidable requisitions 

• Uptake of automation or eDRS 

• Improved document handling and workflows 

The result is not only smoother file handling but also better compliance and reduced internal handoffs. 

4. Knowledge sharing and learning 

This area is often overlooked but is critical to long-term success. A good scorecard can help embed learning across the team. 

Consider tracking: 

• Staff trained on post-completion processes 

• Regularity of updated checklists and playbooks 

• Accuracy of file naming conventions and digital structure 

Firms that build shared knowledge into their systems are better equipped to deal with staff changes and maintain quality across the board. 

What can be achieved 

At Auxilio, we have supported firms to reduce requisition rates from over 30 percent to below 6 percent, clear backlogs of hundreds of AP1s, and bring measurable improvement to turnaround times. 

A scorecard helps bring focus to what matters. When used well, it provides a platform for better decisions, stronger compliance, and a more efficient team. 

If you would like to explore how we can help improve your post-completion performance, please get in touch info@auxiliouk.com.