This is a nationally recognised framework, which hasn’t yet been rolled out to the legal sector, that recognises organisations going above and beyond to ensure empathy, kindness, and dignity are at the heart of every client interaction, especially during times of bereavement and loss.
We’re so proud to share that we have been selected to work towards the Gold Standard in Compassionate Customer Care, awarded by Hospice UK.
This isn’t a tick-box exercise or a PR badge. It’s a natural step in our journey as a people-first probate provider. Families aren’t files (and we never refer to them as ‘customers’ as customers go to Tesco’s) they’re individuals navigating some of life’s hardest moments. And they deserve support that reflects that.
What Is the Gold Standard?
Developed by Hospice UK, the Compassionate Customer Care Gold Standard sets out key principles that guide how organisations can offer supportive and emotionally intelligent services, particularly to those experiencing grief, illness, or trauma.
It focuses on things like:
- The tone and timing of communication
- Emotional awareness and active listening
- Staff wellbeing and training
- Creating safe, inclusive environments for clients and colleagues alike
It’s about treating people as people, not as processes or problems to solve. And we couldn’t agree more.
How Laurelo Already Lives These Values
While we’re on the path to formal recognition, many of the core principles of the award are already embedded in how we work.
Here’s just some of what we do:
🧡 In-home visits and face-to-face support
We don’t hide behind emails or push people through phone menus. Our probate specialists meet families where they feel most comfortable, often in their own homes, with a cuppa and no ticking clock.
📞 24/7 Advice Line
Because grief doesn’t keep office hours. Our support line is open day and night, for when families have questions, worries, or just need to talk to someone kind.
👥 Laurelo Lift: Our Wellbeing Programme
From peer support for compassion fatigue to monthly wellbeing workshops, we’re serious about looking after the people who look after others.
📚 Ongoing team training
We invest in upskilling every member of our team to understand emotional needs as well as legal ones. Because it’s not just about the paperwork, it’s about the people behind it.
Why It Matters
We often hear from families that they felt “looked after” by Laurelo not just legally, but emotionally too. And that’s exactly what we aim for.
Working towards the Hospice UK Gold Standard gives us a chance to step back, assess how we’re doing, and continue to raise the bar in a sector that, frankly, doesn’t always get client care right.
We want families to feel:
✔ Heard
✔ Respected
✔ Supported
✔ Safe
And we want our team to feel confident, empowered, and never burnt out or emotionally isolated.
What Happens Next?
Over the coming months, we’ll be continuing our work to meet the Gold Standard’s full criteria, reviewing our communications, refining our internal processes, and making sure every touchpoint reflects the Laurelo ethos: Families First. Always.
We’ll keep you updated on our progress and what it means for those we serve.
In the meantime, if you’d like to learn more about our approach or how we could support your team or families, don’t hesitate to get in touch.
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