Rewarding Excellence

Summary of short listed firms

Winner
PJH Law Solicitors:

The judges were impressed with the firm's strong emphasis on value added services and innovation for clients. Examples include a daily employment law "blog", client educational and training facilities, on line educational tools and an employment law e-wizard. These facilities drive down legal costs for the client whilst at the same time strengthening long term relationships. The firm offers an annual retainer that allows clients to block book time at a discounted rate. This approach allows the firm to allocate resources responsively. The firm also conducts extensive feedback surveys to understand and act on client needs.

Highly Commended
Fox Williams LLP:

Fox Williams has identified and acted on ways to deliver enhanced client focused services as a result of feedback obtained from their "culture and values project". The judges were impressed by the firm's desire to involve all employees in the initiative as a means of embedding the core message of the benefits of client focus across the business. The firm have developed Quality Service Standards that all staff are expected to adhere to and have introduced their very own Outstanding Client Service Award as two tools to maintain internal focus on excellent client service.

Ashurst LLP
The judges were impressed with Ashurst's "Quality of Service" auditors. This team provides on-going assessment of how the business is performing in terms of client perceptions and client needs. The team perform a role independent of traditional relationship management and this enables them to undertake searching assessments of what the firm is doing well and how it can develop further to enhance the client experience.

Harkin Lloyd Solicitors
Harkin Lloyd has demonstrated commitment by going the extra mile to make themselves accessible to some of the most vulnerable members of society. The judges recognised that the firm has developed impressive services such as access to a British Sign Language trained employee and frequent home visit facilities for clients suffering from asbestos related illnesses.

Jackson Barrett & Gass Solicitors
Jackson Barrett & Gass has invested in new e-conveyancing technology that has driven down costs for clients as well as increasing accessibility to the firm's services. At the same time the judges noted that the firm has not neglected to invest in improvements for its traditional client base, such as upgraded office facilities for face to face client contact time. The firm also seeks out and acts on client feedback to assess and continuously improve its own performance.

London Borough of Brent Legal Team
The judges recognised that the legal team have worked imaginatively to develop an ambitious programme of client care initiatives that deliver benefits to the Council's external and internal clients alike. On line legislation trackers, legal bulletins and advice notes for councillors make the legal team accessible whilst on line billing information enables internal clients to have quick and easy access to costs as they accrue. These improvements have been made with no direct costs passed onto clients.

Lovells LLP
Lovells have developed an innovative client programme that brings together their knowledge management and legal training teams. This approach has enabled the firm to strengthen relationships with strategic clients as well as giving all clients access to specialist non-legal services. The judges recognised that this value added work is strengthening relationships between the firm and its core client base.