How to enhance client outcomes through collaboration

When faced with a complex economic landscape, law firms would usually expect an influx of new clients seeking support with dispute resolution, financial support and legal aid to protect their rights, but this does not seem to be happening. Indeed, it would appear that many UK residents either do not understand what legal support is available to them or they do not think that they can afford to pay for legal services.

The 2020 report by the Legal Services Board entitled "The Legal Needs of Individuals in England and Wales" found that 64% of the individuals and businesses that responded to its survey had experienced a legal issue in the previous four years, and more than half of those were dissatisfied with the outcome, finding that they did not receive the help that they required, their issue was either not resolved or that it was not resolved within an appropriate timescale.

These statistics make for bleak reading and highlight that the UK legal industry must collaborate to enhance client outcomes. There are a number of key areas in which collaboration within the industry and with other relevant bodies, such as Citizen's Advice and educational establishments, could yield the desired results:

1. Communication.

At the moment, a startling proportion of the UK's population feels unable to access the legal support that they need. It is clear that more needs to be done to communicate the range of legal services that are available, the financial support to which clients are entitled and the many ways in which the public can access legal services.

2. Promote relevant services.

The majority of clients who seek legal support do so for matters such as estate planning and conveyancing. They may not be aware that legal support is available for employment disputes, consumer issues and welfare concerns. Firms offering these and other less common services should promote them and ensure that they are accessible to those who need them.

3. Community engagement.

Firms, particularly those operating in under-privileged areas, could consider hosting clinics in their local village hall in which members of the community could be offered the opportunity for a free consultation on a topic that is concerning them. At this point, a qualified lawyer would be able to advise as to the category of their concern and signpost them to appropriate legal or financial support to achieve a timely resolution. This would increase access to legal services whilst enhancing the visibility of that particular firm within its local area.

4. Educational outreach.

Not only does partnering with educational facilities create a pipeline of up and coming talent, but it also highlights the range of legal services available to a young audience who will then know who to contact to understand their rights, should they, a friend or family member, encounter legal difficulties in the future. In common with so many other sectors, educating the youth of today will empower the adults of tomorrow.

In conclusion, collaboration is key to the success of the industry. Only by working together and communicating the services and support that are available will the industry remain competitive, secure new and returning clients and represent an exciting and valid career option for school leavers.?

Without clients whose outcomes are achieved, there will be no industry, so it is vital that at this pivotal point in time, law firms and, in particular, senior legal practitioners, seek to identify ways of promoting their businesses and services to attract clients, deliver outcomes and recruit and retain the talent of the future.

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