Legal Ombudsman Reviews | Glassdoor.co.in

Legal Ombudsman Reviews

Updated 17 March 2019
25 reviews

Filter

Filter


1.7
StarStarStarStarStar
Rating TrendsRating Trends
Recommend to a friend
Approve of CEO
(no image)
Rob Powell
8 Ratings

Employee Reviews

Sort: PopularRatingDate

  1. Helpful (2)

    "Moving in the right direction."

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Anonymous Employee
    Current Employee - Anonymous Employee
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Legal Ombudsman full-time (More than 8 years)

    Pros

    Flexible working including being able to work from home. Great people - everyone is friendly and happy to help. Interesting variety of work which means I have gained experience and knowledge in a wide range of topics. No day is the same.
    The salary and pension etc is good.
    I feel listened to when I raise any issues or concerns.

    Cons

    There have been a lot of changes and these haven’t always been managed or communicated as well as they could have been. I am sure that the changes are going to improve things in the long run but it is hard going sometimes which impacts on morale.
    Expectations from senior managers is high without always understanding the pressures being faced by individuals. Month end always feels like a panic and a rush to meet targets.

    Advice to Management

    Communication is key - if people understand why you are doing the things you are doing, they’re much more likely to buy into it and come along with you rather than pushing back.


  2. Helpful (3)

    "The whole thing's daft, I don't know why, You have to laugh, Or else you'd cry"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Investigator
    Current Employee - Investigator
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I have been working at Legal Ombudsman full-time (More than 3 years)

    Pros

    flexible working
    working from home although this is one of the sticks they use to beat you with and try and take off you if they feel you're not performing

    Cons

    modernisation. this is what the Legal Ombudsman has gone through over the last couple of years.

    The Legal Ombudsman definition of 'modernisation' includes a new file management system which doesn't have the capacity to produce stats meaning each investigator has to forecast closures and stats themselves.

    Management also took it upon themselves to get rid of the assessment centre so investigators could have cases from the outset which their stats showed would mean all cases were picked up within five days of being accepted. Cases are currently five months old before being picked up
     It hasn't worked. Good management might accept their experiment has failed and reintroduce assessors, but no, they are ploughing on, heads in the sand, pretending it is improving and ignoring everyone's concerns. They also just blame the investigators for all failures.

    Management have also decided to bring in a number of changes to 'improve' performance - usually on a whim, at a moment's notice. A spreadsheet that would solve all the issues was dumped and replaced with another spreadsheet, weekly updates with the team leader, fortnightly updates on what your next steps are in every case, commitment spreadsheet where you guesstimate when a case will close-just for stats you understand although you will get an email asking why a case hasn't closed on the day you said it would. Management have also introduced a supervision model so your work gets checked at every stage of the process which is insulting to experienced investigators and slows the process down even further.

    In summary investigators are now expected to assess cases and deal with those even if they're not ready to investigate, fill in endless spreadsheets , justify what they're doing to their team leader on a weekly basis, commit to closures under pressure, get everything checked by a level 1 ombudsman and close the same number of cases even though the time we spend on them has reduced by about 40%.

    Micromanagement is an understatement and is leading to staff suffering so much pressure they are either working weekends to keep on top of work of suffering from stress. Management don't give a fig about well being other than lip service. If you ask for help you will be asked to justify why you need that help and what benefit it will bring to the business...it beggars belief.

    Management don't leave their cubby hole ever and it as a long standing joke across the rest of the staff that they never speak to anyone and that the chief ombudsman only ever asks the two senior ombudsmen what she should do. Even in all staff meetings she takes their word as gospel, even when people are trying to explain the reality of their ridiculous decisions. Because of the unwillingness to listen, most of the sensible team leaders have left, all within a small time period, to be replaced with people who have no idea the complexities of our work and just spout the company line to the point of bullying.

    Advice to Management

    Listen to staff and admit when an idea hasn't worked and ask advice from the people who are actually doing the work. Stop the bullying culture and accept that you can't deal with each case in the exact same way. We are providing an awful service by following these new ways of working. Stop fudging figures to the board. The board should come and talk to investigators if they want to know the reality of the situation.

  3. Helpful (4)

    "Modern day salvery"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Investigator in Birmingham, England (UK)
    Former Employee - Investigator in Birmingham, England (UK)
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at Legal Ombudsman full-time (More than 3 years)

    Pros

    Parking for the chosen few
    flexible working

    Cons

    Th e chair the board and the chief Ombudsman living in the dark ages. Employees put under so much pressure even the strong eventually break. Sales driven type of environment with no juicy bonuses to attract staff. All staff have more and more work piled on them when staff leave which ever department you work in. Some upper management are bullies who think they are better than everyone
    Legal Ombudsman need to start treating their staff like adults and they will behave like adults. Leave them alone and stop micromanaging

    Advice to Management

    Give staff space to breath stop the bullyish behaviour- BACK OFF your staff are not happy and it is your fault


  4. Helpful (6)

    "Shocking"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Investigator in Birmingham, England (UK)
    Current Employee - Investigator in Birmingham, England (UK)
    Neutral Outlook
    No opinion of CEO

    I have been working at Legal Ombudsman full-time (Less than a year)

    Pros

    The investigators are great people - but they're being pushed to breaking point

    Cons

    Where to start? It's hell. There aren't anywhere near enough benefits or positives to justify doing this to yourself. The stress you will be put under is immense. The Team Leaders think of themselves as untouchable no matter what they do - and they might be right about that. If you want to be ordered around by lazy, hypocritical sycophants whilst constantly being told you're not good enough, the Legal Ombudsman is the place for you. I've never worked for a place that has such an obvious disdain for its staff.

    Advice to Management

    Get rid of your team leaders and start again. Get rid of the ops team, clean out HR. They're all entirely incompetent and are costing you your best staff. If you carry on this way, do so at your detriment.


  5. Helpful (8)

    "Not recommended"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Anonymous Employee
    Current Employee - Anonymous Employee
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

    I have been working at Legal Ombudsman full-time (More than a year)

    Pros

    Flexible working hours for part time/full time staff

    Cons

    Micromanagement
    Unreleastic case loads
    Unreleastic closure targets
    Inconsistency
    No staff moral
    No careers opportunities for progress
    Job role does not match the job description.
    High stresss levels
    High turn over of staff
    No further benefits besides flexible working
    Lack of recognition

    Advice to Management

    Stop micromanaging staff - leave staff to do their own job
    Improve staff moral beause a huge percentage of staff do Not want to be there.


  6. Helpful (6)

    "Falling apart, staff leaving regularly!"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Investigator in Birmingham, England (UK)
    Current Employee - Investigator in Birmingham, England (UK)
    Doesn't Recommend
    Negative Outlook
    Approves of CEO

    I have been working at Legal Ombudsman full-time (More than a year)

    Pros

    There are some great things about working here, but very few. You can work flexible hours and start between 7-9pm. If you need to take time out in the day to for example pick up the kids from school, you can break up your day easily. The general staff, investigators and some of the management are very helpful and always willing to support you. The staff truly care about the providing the best possible service and a realistic outcome for all customers. The salary is good and work is truly different on a day to day a basis keeping you focused.

    Cons

    The list is endless, much of which previous reviews have covered.

    The senior management in this place is terrible, if not a joke! Changes are almost never communicated to staff properly, just an email or message via your team leaders that you must start following this process from now and staff are left to it.

    An unrealistic target has been agreed by senior management with the board last year; now that it is clear (if it wasnt already from the beginning) that the target is not achievable and extremely unrealistic, there is a constant pressure on staff to close as many cases as they can each month.

    Working from home was introduced to all members of staff last year as a benefit of working for the legal ombudsman. Office space was reduced and staff were excited by the prospect of being able to work flexibly and being trusted to do so. Unfortunately, quite soon after it being introduced, it was decided that it would now be an "earned autonomy" and no longer a benefit. If staff do not hit or exceed targets they are now restricted to from working from home; it is now used more of a punishment, rather then a benefit of working at LEO.

    Staff are EXPECTED to meet strict timelines on closing cases, regardless of the circumstances. You would assume that there would be a system in place that if staff members are on leave, or are off sick, or a particular case has taken an unexpected turn or circumstances are unusual, that some sort of consideration or grace would be given. NOT AT LEO, you are still expected to close the case in time and also EXPECTED to hit your monthly targets. Surely its unfair to expect staff to perform 100% when they have not worked the entire month? Not at LEO, management do not care and expect you to meet your set targets; this is all so they can get as close as possible to the unrealistic agreement they have with the board (which wont happen as we are very far off this target).

    Staff's well being is not taken into account, there are many many staff members who are off on long term sick. Many on short term sick. Experienced staff are leaving on a monthly basis, almost all experienced team leaders (who had worked at LEO since the beginning) have left in the past year. Some staff have even left without any jobs to go to. Many staff members have broken down and cried in the office, due to the relentless pressure that is always there. Staff retention of new staff is extremely poor, to the extent that I know of staff members who have joined and within a month left and gone back to their old jobs!

    Investigators are also expected to hold a minimum number of cases based on a points system. This makes sense and is something which ensures investigators are regularly taking cases. However, it is ridiculous as Investigators are TOLD and EXPECTED to take cases AS SOON AS they close one case. This isn’t always possible as sometimes other issues may become a priority or you may need to urgently work on another case that they. If you do not take a case immediately you are chased, harassed and in some cases embarrassed (by it being announced in team meetings or team emails) that you are still short on your points. More recently, staff have also been told that the points system is not the ceiling, yet the floor and that points may increase in order to meet business needed.

    Investigators are already overworked and many staff members are afraid that the organisation may be regressing to the “old day” in which there was no cap on cases and staff were forced to keep taking cases. To the point that they were so overwhelmed that some cases were not worked on for months. To put it in context, most investigators currently have approximately 18 cases at any one point and are just about managing. In the “old days” some investigators had 40+.

    I could go on, but although they “pretend” to care about staff wellbeing and health, it is all just a tick box exercise. In reality all senior management are really worried about, is covering their own back all because of the unrealistic pledges they made and now cannot meet.

    Advice to Management

    Read the Con's and learn from them. Respect your staff, trust them (as you have many EXCELLENT investigators) without whom your organisation would collapse. As someone once said "The biggest concern for any organisation should be when their most passionate people become quite"... something to think about!


  7. Helpful (10)

    "It really is as bad as other reviews say"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Investigator in Birmingham, England (UK)
    Current Employee - Investigator in Birmingham, England (UK)
    Doesn't Recommend
    Negative Outlook
    Approves of CEO

    I have been working at Legal Ombudsman full-time (More than 3 years)

    Pros

    the office is new and there is some available car parking although there is a waiting list. However with staff turnover as high as it is , acquiring a car parking space is the least of your worries.

    Also you will find some of the hardest working genuinely concerned about doing a good job staff and colleagues you could hope to meet

    Cons

    there are many

    The most egregious is the unreasonable monthly out put performance targets that most, if not all staff are failing to achieve most months.

    Management have also implemented "MileStones" which are like timeliness targets that are used to push case working along but which often times is just another stick to beat staff with even if they meet the output target !

    And to make matters worse there are also minimum case holding targets which is the number of cases that each invrestigator must hold at any given point in time , whether or not they are able to actually manage that level of case holding.

    The end result is that staff are spinning multiple plates with very little progress and lots of broken crockery everywhere !!!

    Advice to Management

    Its time for some members of manage to accept they are not equipped to steer this organisation out of trouble, and to talk to the board and our stake holders about what can realistically be achieved with the current staff and resources we have . Taking the ambitious approach to targets has been seriously detrimental for the organisation and its reputation in the legal profession and externally.

    Most staff want to come to work and do a great job and feel valued but unfortunately the motivation and the desire to achieve has been micro managed out of them to the point where the targets mean nothing as they are so far out of reach it makes no sense to continue to force the issue.

  8. Helpful (4)

    "Good lord avoid it"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Investigator
    Current Employee - Investigator
    Doesn't Recommend
    Negative Outlook
    Approves of CEO

    I have been working at Legal Ombudsman full-time

    Pros

    The staff are lovely. Some really good people work at this place.

    Cons

    Really poor management, team leaders on micromanaging power trips, no reasonable adjustments implemented for people with additional needs even though they advertise themselves as being disability positive. The inconsistency across teams is ridiculous. Team leaders can essentially do what they want with no repercussions but place ridiculous restrictions on the investigators. Expect horrendous double standards and targets that will drive anyone to breaking point. The goalposts and processes are constantly being moved. You will never be doing well enough, there is always something for a manager to tell you you're doing wrong no matter how much stress you're under. If you want any adjustments put in place, good luck with it. Don't believe the advertisements...flexible working is only flexible if your team leader feels like letting you do it and the organisation's two ticks accreditation is a joke. HR are particularly incompetent and allow management to do and say some very dodgy things without pulling them up on it. Team leaders are paid 10k more and their workload includes avoiding 121s and going off to meetings every five minutes. Absolute joke. I was really looking forward to this role but since starting it's been nothing short of a disappointment. Never seen anything like it.

    Advice to Management

    A complete overhaul. Stop treating your investigators like rubbish and constantly piling more onto them. Start taking disabled employees seriously and treating them like people. And take leave into account with timeliness! Going on holiday for 2 weeks is stressful because of this...you may as well not give annual leave at all!


  9. Helpful (6)

    "Terrible"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Anonymous Employee in Birmingham, England (UK)
    Current Employee - Anonymous Employee in Birmingham, England (UK)
    Doesn't Recommend
    Negative Outlook

    I have been working at Legal Ombudsman full-time

    Pros

    Pay is good for majority of staff

    Cons

    Management don’t trust anyone, all staff are micro managed to the point they don’t feel they can go to the toilet without asking. Too many changes that don’t get briefed correctly. Changes are made way too often which causes lots of confusion. Higher management don’t speak to the staff in an acceptable way and think they say jump you must respond with how high. And for payroll and being paid correctly is ridiculous not at any point was this done on time or correctly and if they could deduct money from you they would without a second thought. Top and bottom of it is there is no trust from higher management

    Advice to Management

    Trust the staff, without them you get nothing


  10. Helpful (11)

    "Awful!"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Investigator in Birmingham, England (UK)
    Current Employee - Investigator in Birmingham, England (UK)
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

    I have been working at Legal Ombudsman full-time (More than a year)

    Pros

    The only genuine cons are the very few good TLs that are left at the organisation. There is genuinely nothing good I can say about this place .

    Cons

    Awful place to work, mainly due to the operation management team. This place has no regards for their employees and piles pressure upon pressure until they break you.

    Ops management team.

    Organisation pandering to the board without understanding their own work force.

    Using flexible working arrangements to blackmail employees if targets aren’t met.

    No regard for reasonable adjustments employees may have.

    Half the workforce end up on stress related sick leave- the organisation do nothing about this

    Probation period is atrocious- targets are not outlined, goal posts change day by day without any discussions.

    Management make changes every week without concern for their people management

    They are completely target driven and take nothing into account when you can not meet them I.e annual leave, sickness or matters outside of your control.

    They sell you a dream and lull you into a false sense of security once you apply.

    Staff retention is very low in this place and employees are constantly leaving due to the issues here and the organisation not caring about its employees, however the employees are replaceable here and there is constant turn over of staff.

    Advice to Management

    Please listen to the staff that you have left!
    Stop piling unrealistic targets on your staff and then blackmailing them with performance plans to then boot them out the door!

    Management also need to realise why so many of their staff end up on stress related leave.