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In
response, we have invested in:
– implementing case management processes to provide transparency
– installing new IT systems to support our case management approach
– implementing office management systems to make us more efficient in applying
case management
– ensuring all of our people apply our case management approach.
Benefits to our clients
Our case management approach ensures effective planning and forethought,
communication and genuine cost predictability for our clients. In short, we are lawyers who will
give you the right advice and we are a
law firm that provides outstanding service because there is no guessing
about what you, our clients, want.
Our
Values and Vision
Our vision is to be a great firm to do business with and a great place to come
and work.
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Client centred:
We strive to achieve results that exceed our clients’ expectations. We will look after our clients’
interests as if they were our own. We take care to ensure our clients are fully
informed of their legal rights and obligations.
We will deliver outstanding levels of service and build strong
relationships.
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Friendly & Straightforward:
We pride ourselves on being friendly, punctual, reliable and accessible to our
clients. We will be straightforward,
open and honest in all our dealings and we will act with utmost integrity.
–
Teamwork:
We will act as one firm, recognizing the
different important contributions we each make
–
Mutual respect:
We will take care of each other and we will treat everyone with respect,
fairness and courtesy. We will recognise the need to balance personal and
business lives.
–
Accountability:
We will take responsibility for problems and strive to always find solutions to
the issues faced by our clients and colleagues.
–
Continuous improvement:
We will embrace change and challenge the status quo, always seeking to find
better ways of doing things.
Predictability
Every one of our lawyers has been trained in our case management approach. Our
professional staff undertake regular file reviews. Every matter we do for you
will be fully prepared and planned.
We put real effort into understanding your key issues and goals, then, with you,
we plan how best to achieve them.
Our approach is driven by frequent and regular communication and control to
ensure the case is delivered to your requirements. This ensures predictability and no
surprises.
Our approach works. When it comes to
disputes, our methods have achieved the best possible outcome and as they are
agreed at the outset with our clients.
Predictable costs
We will never charge you for anything you have not agreed in advance. Sometimes
there are unexpected turns that can have a serious impact on costs and
timescales. If so, we will revise
the costs and timescales, and then discuss them with you before undertaking
further work. With case management,
you always remain in control.
Regular
communication
As part of the initial planning we will ask you how and when you want us to
communicate with you: by e-mail, phone or facsimile? Every day, once a week, once a month? We’ll ask how you would like your
legal advice: highly detailed or a quick one page summary?
Listening to you
Throughout the project we will continually review our plan to ensure it is still
relevant and effective, and will adapt it if necessary. Being predictable does not mean a
lack of flexibility. We continuously
monitor all work so that you get the best result.
Ongoing
review
As part of our drive for service excellence, once a job is complete we will ask
for your feedback so we can learn lessons that will help us to provide an even
better service in the future.
This is what Mumfords means by case management – a first-rate legal service
backed by strict cost control and total accountability, through every step of
the way.
What does this mean for our clients?
Accountable relationships are the basis of our approach:
Cost
predictability
We put our clients in control. We
tell them exactly what is involved in our quote.
If something unexpected comes up we discuss it with our clients before we
take any action.
A high
level of service
We use case management techniques, detailed planning and defined legal products
so that our clients are totally clear on what we will do, when and at what cost.
A
better experience
To be better than our competition we need to consistently exceed our clients’
expectations. This means being easy to deal with and having accessible
professionals who communicate effectively at all levels and deliver the right
advice. Professionals who become our clients’ trusted representatives.
Being
measurably better
We believe that even the most complex, one-off piece of specialist work is
capable of being planned and budgeted.
Our contract with our clients means we are under an obligation to:
- Compare how much has been spent against budget
- Obtain the client’s agreement before exceeding the budget
- Deliver regular interim bills
- Keep our client informed of the costs spend
- Provide realistic estimates
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