As part of our aim to maintain high client care standards all of our
solicitors are subjected to monthly audits of their client files.
| FILE AUDIT – DECEMBER 2008 |
|
Kerry Underwood |
Robert
Males |
John Bartholomew |
Amanda Dorling |
| Client Care Rule 2 letter |
90% |
100% |
90% |
100% |
| Cost Schedule on file |
100% |
100% |
90% |
100% |
| Next steps on file |
100% |
100% |
90% |
100% |
| Funding arranged |
100% |
100% |
90% |
100% |
| Papers on Pin in order and file tidy |
100% |
100% |
100% |
100% |
| Has the file been progressed? |
100% |
100% |
70% |
100% |
| Time Recorded properly |
100% |
100% |
100% |
100% |
| All correspondence dealt with |
100% |
100% |
80% |
100% |
| Client letters acknowledged same day |
100% |
100% |
100% |
100% |
| Client e-mails answered |
100% |
100% |
100% |
100% |
| Details in file correct (inside flap) |
100% |
100% |
100% |
100% |
| Client calls returned same day |
100% |
100% |
100% |
100% |
| Monthly update done |
70% |
100% |
50% |
80% |
| Limitation dates recorded |
100% |
100% |
100% |
90% |
| Appointments - client seen on time |
100% |
100% |
100% |
100% |
| TOTAL |
97.33% |
100.00% |
90.66% |
98% |
| FILE AUDIT – NOVEMBER 2008 |
|
Kerry Underwood |
Robert Males |
John Bartholomew |
Avril Brennan |
Amanda Dorling |
| Client Care Rule 2 letter |
80% |
100% |
100% |
90% |
100% |
| Cost Schedule on file |
90% |
90% |
80% |
80% |
100% |
| Next steps on file |
90% |
60% |
100% |
70% |
100% |
| Funding arranged |
100% |
100% |
100% |
100% |
100% |
| Papers on Pin in order and file tidy |
100% |
100% |
100% |
100% |
100% |
| Has the file been progressed? |
100% |
100% |
100% |
100% |
100% |
| Time Recorded properly |
90% |
100% |
100% |
70% |
100% |
| All correspondence dealt with |
100% |
100% |
100% |
100% |
100% |
| Client letters acknowledged same day |
100% |
100% |
100% |
100% |
100% |
| Client e-mails answered |
100% |
100% |
100% |
100% |
100% |
| Details in file correct (inside flap) |
100% |
100% |
90% |
90% |
100% |
| Client calls returned same day |
100% |
100% |
100% |
90% |
100% |
| Monthly update done |
70% |
100% |
90% |
60% |
100% |
| Limitation dates recorded |
80% |
100% |
100% |
100% |
100% |
| Appointments - client seen on time |
100% |
100% |
100% |
100% |
100% |
| TOTAL |
93.00% |
97.00% |
97.00% |
91.00% |
100% |
| FILE AUDIT – OCTOBER 2008 |
|
Kerry Underwood |
Robert Males |
John Bartholomew |
Priti Vadgama |
Amanda Dorling |
Avril Brennan |
| Client Care Rule 2 letter |
100.00% |
100.00% |
100.00% |
90.00% |
100.00% |
100.00% |
| Cost Schedule on file |
100.00% |
100.00% |
100.00% |
90.00% |
100.00% |
100.00% |
| Next steps on file |
60.00% |
80.00% |
60.00% |
70.00% |
100.00% |
100.00% |
| Funding arranged |
100.00% |
100.00% |
100.00% |
90.00% |
100.00% |
100.00% |
| Papers on Pin in order and file tidy |
100.00% |
100.00% |
100.00% |
100.00% |
100.00% |
100.00% |
| Has the file been progressed? |
100.00% |
90.00% |
100.00% |
50.00% |
100.00% |
80.00% |
| Time Recorded properly |
100.00% |
100.00% |
100.00% |
90.00% |
100.00% |
90.00% |
| All correspondence dealt with |
100.00% |
90.00% |
100.00% |
100.00% |
100.00% |
100.00% |
| Client letters acknowledged same day |
100.00% |
100.00% |
100.00% |
100.00% |
100.00% |
100.00% |
| Client e-mails answered |
100.00% |
100.00% |
100.00% |
100.00% |
100.00% |
100.00% |
| Details in file correct (inside flap) |
100.00% |
100.00% |
100.00% |
100.00% |
100.00% |
100.00% |
| Client calls returned same day |
100.00% |
100.00% |
100.00% |
100.00% |
100.00% |
100.00% |
| Monthly update done |
100.00% |
100.00% |
60.00% |
60.00% |
100.00% |
40.00% |
| Limitation dates recorded |
100.00% |
100.00% |
100.00% |
80.00% |
90.00% |
100.00% |
| Appointments - client seen on time |
100.00% |
100.00% |
100.00% |
100.00% |
100.00% |
100.00% |
| TOTAL |
97.33% |
97.33% |
94.66% |
88.00% |
99.33% |
94.00% |
| FILE AUDIT – SEPT 2008 |
| |
Kerry Underwood |
Robert Males |
John Bartholomew |
Priti Vadgama |
Amanda Dorling |
| Client Care Rule 2 letter |
90% |
100% |
100% |
100% |
100% |
| Cost Schedule on file |
90% |
100% |
100% |
100% |
100% |
| Next steps on file |
80% |
100% |
70% |
100% |
100% |
| Funding arranged |
90% |
100% |
90% |
100% |
100% |
| Papers on Pin in order and file tidy |
100% |
100% |
100% |
90% |
100% |
| Has the file been progressed? |
100% |
90% |
100% |
100% |
100% |
| Time Recorded properly |
90% |
100% |
60% |
100% |
80% |
| All correspondence dealt with |
100% |
90% |
100% |
100% |
100% |
| Client letters acknowledged same day |
100% |
100% |
90% |
100% |
100% |
| Client e-mails answered |
100% |
100% |
100% |
100% |
100% |
| Details in file correct (inside flap) |
100% |
100% |
80% |
90% |
100% |
| Client calls returned same day |
100% |
100% |
100% |
100% |
100% |
| Monthly update done |
90% |
100% |
90% |
100% |
60% |
| Limitation dates recorded |
50% |
60% |
100% |
80% |
100% |
| Appointments - client seen on time |
100% |
100% |
100% |
100% |
100% |
| TOTAL |
92% |
96% |
92% |
97% |
96% |
| FILE AUDIT – AUGUST 2008 |
| |
Kerry Underwood |
Robert Males |
John Bartholomew |
Priti Vadgama |
Amanda Dorling |
| Client Care Rule 2 letter |
100% |
90% |
100% |
100% |
100% |
| Cost Schedule on file |
100% |
90% |
90% |
80% |
90% |
| Next steps on file |
100% |
90% |
70% |
70% |
100% |
| Funding arranged |
100% |
90% |
100% |
90% |
90% |
| Papers on Pin in order and file tidy |
90% |
100% |
90% |
90% |
100% |
| Has the file been progressed? |
100% |
100% |
100% |
100% |
100% |
| Time Recorded properly |
40% |
90% |
20% |
20% |
100% |
| All correspondence dealt with |
100% |
100% |
100% |
100% |
100% |
| Client letters acknowledged same day |
100% |
100% |
100% |
100% |
100% |
| Client e-mails answered |
100% |
100% |
100% |
100% |
100% |
| Details in file correct (inside flap) |
100% |
90% |
50% |
90% |
100% |
| Client calls returned same day |
100% |
100% |
90% |
100% |
100% |
| Monthly update done |
90% |
100% |
10% |
90% |
100% |
| Limitation dates recorded |
80% |
100% |
100% |
100% |
100% |
| Appointments - client seen on time |
100% |
100% |
100% |
100% |
100% |
| TOTAL |
93% |
96% |
81% |
89% |
99% |
| FILE AUDIT – JULY 2008 |
| |
Kerry Underwood |
Robert Males |
John Bartholomew |
Priti Vadgama |
Amanda Dorling |
| Client Care Rule 2 letter |
60% |
80% |
89% |
80% |
100% |
| Cost Schedule on file |
80% |
100% |
67% |
80% |
100% |
| Next steps on file |
100% |
100% |
67% |
60% |
100% |
| Funding arranged |
100% |
100% |
67% |
100% |
100% |
| Papers on Pin in order and file tidy |
100% |
100% |
100% |
80% |
100% |
| Has the file been progressed? |
100% |
100% |
89% |
100% |
100% |
| Time Recorded properly |
100% |
100% |
100% |
100% |
100% |
| All correspondence dealt with |
100% |
100% |
100% |
100% |
100% |
| Client letters acknowledged same day |
100% |
100% |
78% |
100% |
100% |
| Client e-mails answered |
100% |
100% |
100% |
100% |
100% |
| Details in file correct (inside flap) |
100% |
100% |
33% |
100% |
100% |
| Client calls returned same day |
100% |
100% |
100% |
100% |
100% |
| Monthly update done |
100% |
100% |
100% |
100% |
100% |
| Limitation dates recorded |
100% |
100% |
100% |
100% |
100% |
| Appointments - client seen on time |
100% |
100% |
100% |
100% |
100% |
| TOTAL |
96.00% |
98.67% |
86.00% |
93.33% |
100% |
All lawyers, including the partners have their files audited each month by the firms Office Manager.
The results are published on our website and at the beginning of each case our clients are sent the last three months audits for the firm.
At Underwoods Solicitors anything less than 95% is considered unacceptable.
The audit sheets for files are completely anonymized to protect client confidence and are available for inspection.
