Greenhalgh Kerr: Fostering a Culture of Accountability and Continuous Improvement with Lexcel

What was Greenhalgh Kerr’s original reasoning behind having a Lexcel assessment? 

We wanted to reassure our clients that we take compliance seriously. We wanted a structured framework with guidance on best practices and external accountability to ensure our day-to-day activities and running of the business are efficient, consistent, and aligned with high standards. Lexcel provides a clear benchmark for quality management that helps us continuously improve our internal processes, risk management, and client care, while demonstrating our commitment to excellence across all aspects of the firm. 

How did you find the assessment process with Centre for Assessment? 

Our experience with Centre for Assessment has been consistently excellent. We’ve worked with them for many years and always find their approach supportive and professional. Their pre-assessment communications are clear, well-organised, and provide helpful guidance on the requirements and what to expect during the assessment. 

On the day, the assessors are thorough and rigorous, yet always fair and constructive in their feedback. They highlight opportunities for improvement in a positive and practical way. They are also flexible in accommodating our internal processes and preferred ways of working, which helps make the entire accreditation process smooth and efficient from start to finish. 

We appreciate the consistency, particularly with Gabrielle Owen-O'Sullivan, who has been our assessor for the last few years. She knows our unique case management system well now, along with our business model and growth plans and objectives, so it’s a joy to catch up with her on our achievements and developments each year! 

What impact do you feel Lexcel has had on your firm since becoming accredited? 

Lexcel has had a significant and positive impact on our firm. It has helped us establish a consistent and structured approach to managing the business, ensuring that policies and procedures are not only in place but are regularly reviewed and improved. 

Client care has also benefited, as Lexcel encourages a focus on clear communication, transparency, and responsiveness, key factors in building trust and satisfaction. Internally, it has strengthened staff engagement by clarifying roles, improving supervision, and fostering a culture of accountability and continuous improvement. 

Perhaps most importantly, it has given us confidence in our compliance and risk management processes. Knowing we are meeting a recognised standard provides reassurance to clients, staff, and stakeholders alike. 

What advice would you give to other law firms considering becoming Lexcel accredited? 

While it may seem like a lot of work at first, most firms are already doing many of the required activities, they just might not be documenting them formally. Lexcel accreditation provides reassurance and peace of mind, not just to clients but to employees too. Fee earners and management teams will appreciate the structured framework to work within and the guidance on compliance and best practice. 

In many cases, it simplifies day-to-day operations rather than complicating them, making it easier to manage risk, demonstrate compliance, and maintain high standards across the board. It works with you, not against you! 

 Would you recommend Centre for Assessment to other law firms, and if so, why? 

100% yes. They’re supportive, professional and clear in their communication. The auditors are thorough but fair and constructive. They work flexibly with how we operate, making the process as smooth as possible. Plus, their fees are reasonable for the time investment and value they provide. 

Kerry Winstanley, Practice Manager and Senior Associate at Greenhalgh Kerr, said: 

“Lexcel accreditation shapes everything we do. We rely on the framework to run our entire operation, so following the process means we’re always doing things right. The reassurance this brings is invaluable. I wouldn’t work with any other partner - Centre for Assessment provide a smooth, positive and cost-effective experience, taking a genuine interest in our business and our people.” 

Assessor, Gabrielle Owen-O'Sullivan, commented:  

“I have been conducting Lexcel assessments with CfA for over 20 years now and have consistently found the team to be personable, supportive throughout the assessment process.  The team also strive to keep the assessor network fully engaged and updated. 

“Over the past four years, I’ve had the opportunity to work closely with Greenhalgh Kerr having taken over their assessments. I have since developed a strong understanding of their systems and working practices and built good relationships with their team. Their use of the Lexcel framework has been instrumental in supporting the firm’s good practices and also for their expansion, notably in aligning the new Liverpool office with Lexcel standards this year. Kerry and Richard have both demonstrated a strong commitment to the process and consistently take on board feedback to drive ongoing improvement.” 

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