Caring About Client Care, Delivering Value in Criminal Legal Aid Cases

Introduction

An important question to ask criminal clients is - ‘Why did you choose us?’ The answers and results that come back can be enlightening. On the other side of the coin, it can return complaints and painful peer reviews, as well as Legal Aid Agency file audits. A common message from clients is clear - they want to be listened to and want consistent information. Clients value certainty and reliable delivery over cost, but only if the costs are clear.

Solicitors are judged from the very first call to the archiving of the file. Everything in between is an opportunity to demonstrate care and attention, or an opportunity to ruin a reputation.

Take a journey through the highs and lows of client care in legal aid cases to make your service something a client will value - and happily pay for.

What You Will Learn

This short webinar will cover the following:

• The importance of original content - ‘We are who we say we are?’
• The first call - Making it count
• The Client Care letter - The LAA and LEXCEL expectations
• Free stuff and more free stuff - Guidance is key
• Communication - Keeping it efficient
• Standardisation, and when it is appropriate to use
• Encouraging feedback - Setting up the good review
• Some good and bad examples from the coalface
• Preparing a client for the first hearing
• Taking a proof of evidence
• Managing expectations, especially in legal aid cases

This webinar was recorded on 8th November 2024

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