Customer Service Excellence Accreditation

/in /by

We are delighted to announce that after a rigorous initial assessment, we have been recommended to be awarded Customer Service Excellence (CSE) accreditation.

CSE is a nationally recognised quality award that seeks to reward organisations that have a truly customer-focused commitment to all they do while providing a positive steer for customer centred change. Certification to the CSE standard is based on meeting 5 key standards that are sub divided into 57 elements.

The 5 standards cover Customer Insight; Organisational culture; Information and access; Delivery, timeliness and quality of service. Our assessment included a comprehensive review of documents to demonstrate compliance against each element of the standard and interviews with clients and staff, to establish whether or not we met the requirements of CSE.

Our assessor commented that Adams Harrison

“is clearly an organisation that understands the critical importance and the role that customer service plays……” and that “the practice has a deeply embedded culture of wanting to provide excellent levels of service/client care”

It was also noted that we have carried out work leading to ongoing improvements to client care, which are being owned by staff because of their involvement in developing them.

The assessor further commented that at Adams Harrison,

“clients are at the heart of everything they do”

The result reflects the commitment, loyalty and hard work of all of our staff in very challenging times throughout the pandemic. It is their dedication and determination that has enabled us to remain competitive and continue to offer a high level of service to our expanding client base.

We look forward to meeting and indeed exceeding the expectations of our clients and contacts, through continuing to offer a high quality service in the communities we serve.

Lexcel Annual Review 2021

/in /by

Lexcel LogoWe are delighted to announce that Adams Harrison has just undergone a vigorous annual assessment and has been reaccredited against the Lexcel standard. Lexcel is a Law Society Quality mark for law firms demonstrating legal excellence. There were absolutely no non-compliances against the standard at all. This is our 22nd year of being certified against the standard. The firm is assessed in areas of: Structure and Strategy, Financial Management, Information Management, People Management, Risk Management, Client Care and File and Case Management. Our assessor commented:

“Despite the current ongoing difficulties and challenges in light of the pandemic the Practice should continue to be extremely highly commended for continuing to sustain an extremely high level of compliance against the Lexcel standard. It is crystal clear that compliance remains a deeply embedded part of the culture and in Lexcel terms the Practice remains extremely well run and extremely well managed.”

It was noted, as a result of the assessor’s interviews with fee earners and the files audited, that our practice has very high standards of file management. He stated that there was evidence that we place very significant emphasis on client care, demonstrated also by the low level of complaints. The assessor was extremely complimentary of our staff and stated:

“The calibre of the support staff remains amongst the very, very best the writer has experienced”. Our firm was commended for the ongoing development and training of our staff.”

The result reflects the commitment, loyalty and hard work of all of our staff in very challenging times throughout the pandemic. It is their dedication and determination that has enabled us to remain competitive and continue to offer a high level of service to our expanding client base. We look forward to meeting and indeed exceeding the expectations of our clients and contacts, through continuing to offer a high quality service in the communities we serve.

10 Facts About Furlough Leave

/in /by

The Government’s Coronavirus Job Retention Scheme (CJRS) has been extended to the end of September 2021. However, from 1st July 2021, employers can only reclaim up to 70% of wages for hours not worked (up to the cap of £2,187.50 a month). Nevertheless, the employer must continue to pay at least 80% of the employee’s wages (up to the cap of £2,500 a month) for any furloughed hours. Therefore, from the start of next month employers will have to contribute 10% (up to the cap of £312.50 a month). It is optional whether an employer chooses to top up an employees’ wages above the 80%, but this cannot be reclaimed.

Did you know …

  1. There is no minimum period of furlough leave.
  2. Employees, directors and workers can be included in the Scheme.
  3. Decisions made by an employer as to who should be furloughed can amount to unlawful discrimination if the selection is based on any “protected characteristic” under the Equality Act 2010 (e.g. age, sex, race, religion, disability).
  4. Any reduction in pay whilst on furlough must be agreed with the employee, otherwise it amounts to a breach of contract.
  5. Holiday entitlement will continue to accrue for an employee during furlough leave.
  6. An employer can force an employee to use holiday entitlement whilst on furlough leave.
  7. Employers can carry out a redundancy consultation with employees whilst they are on furlough leave.
  8. Employees can be made redundant whilst on furlough leave, or at the end of furlough leave.
  9. If an employee receives a payment in lieu of their notice entitlement upon termination of their employment the CJRS cannot be used to help pay this.
  10. For the purpose of calculating an employee’s entitlement to various statutory payments, including redundancy pay, this must be with reference to their normal pay, not the pay received whilst on furlough leave.

For more detailed advice, whether you are an employee, worker or employer please consult with our employment specialist – Jennifer Carpenter, solicitor and managing partner.

 

COVID-19: Lord Chancellor’s Speech On Recovery Plans For Justice System

/in /by

On 4 June 2021, the Lord Chancellor, Robert Buckland QC MP, spoke at the Law Society, where he reflected on the justice system’s response to the pandemic and outlined the Ministry of Justice’s post-pandemic recovery plans for the justice system.

In his speech he spoke, in particular about:-

  • The pandemic “cementing” the need for remote hearings to be made available. Going forward, the MoJ wants the effective use of audio and video technology to remain an “integral part” of the justice system.
  • The use of remote hearings can increase court capacity, make the process “less intimidating” for vulnerable people, reduce the time spent travelling to a hearing and improve transparency in the justice system.
  • Judges should have the choice and flexibility in how they use audio and video technology, where appropriate. Changes will need to be carefully considered and discussed with the Lord Chief Justice and Rule Committees.
  • The nature of dispute resolution should be redefined, and courts should be used as a last resort.
  • A “fresh look” needs to be taken at how justice works, by looking at how the court experience can be improved for all users and building on what has been learned over the last 15 months, as to how new technology and “radical new methods” could improve the justice system of tomorrow.