After an accident, a bereavement or a major life decision, no one should be left wondering whether their solicitor has heard them.
That belief shapes how we work at HOMS Assist. It’s also why we’re proud to share that we’ve been shortlisted for two 2026 Irish CX Impact Awards: CX Impact in Public Sector & Professional Services and Best Customer-Centric Culture – SME.
The awards recognise organisations that pay attention to customers’ needs and can show how they improve people’s experience. For a law firm, that experience matters alongside the legal advice itself. Clients need to know what is happening, who is helping them and what they can expect next.
The CX Impact in Public Sector & Professional Services category looks at how organisations understand the people they serve and turn that understanding into better outcomes. For us, it speaks to the care we put into guiding clients through legal matters that can feel unfamiliar or daunting.
The Best Customer-Centric Culture – SME category looks at something wider: whether that care runs through the whole organisation. A client’s experience begins with their first call or message. It continues through every explanation, update and decision that follows. Everyone who plays a part in that journey matters.
Our probate team offers one example of what this looks like in practice. Acting as an executor often means taking on unfamiliar responsibilities while grieving. The team explains those responsibilities early, keeps track of the next steps and reviews files regularly so matters continue to move forward. When a stage depends on an external timeline, we can still be clear about where things stand and what we’re doing.
The same principle applies when someone comes to us after an injury or asks for help with a property matter. We start by listening. We explain options in plain language and make sure clients know who is working on their case. Legal processes can be complicated; asking for help should feel straightforward.
We’re grateful to our solicitors, claims specialists, administrators and support teams across the firm. Their patience, knowledge and attention to detail make this work possible. We also thank our clients for placing their trust in us, often at difficult times.
Being shortlisted in both categories is meaningful recognition for our nationwide team. It also gives us a reason to keep asking how we can make each client’s experience better. We’ll keep listening, communicating clearly and taking care with the details. When someone turns to HOMS Assist, we want them to feel that the specialist team on their side is truly there for them.
