Glenn Hotchin, Director
We’ve focused a lot at PLG on knowledge sharing. We have a unique skillset where best practice and process sessions are invaluable to people who work in our industry.
For me though, the most important thing when operating in the world of litigated catastrophic injury—a world driven by process, precedent, and expert opinion—is the “why”.
That first client meeting, whether bedside in Stoke Mandeville, Stanmore, or Salisbury, or in Mum and Dad’s front room, is like a cattle prod full of “we need to get them sorted”. That focus has always formed the baseline of our approach, and I genuinely believe it’s a focus shared by most who work in this industry.
The human behind the process can never be lost. From a property perspective, finding ways to ensure the client is part of the journey—even when there might be barriers to access ahead of a home being fully adapted—increases the chance of success significantly.
A big part of this is getting buy-in from others who might not have dealt with a client that needs the level of support or access considerations that ours do. There is no black, white, or absolute way to achieve this. What we’ve always looked to do is think outside the box to ensure the greatest interaction with individuals and families while they’re navigating their property journey post-injury.
Whether that’s speaking to agents—explaining that you might need additional time beyond what they would ordinarily allow for a viewing—or getting a contractor to understand the importance of involving the client on-site, these small efforts make a massive difference.
Over the years, we’ve implemented a whole range of methods to increase this client involvement, and it’s something we’re continuing to evolve. But often, it’s the simplest solutions that have the biggest impact. Assessing a property before a client viewing and making sure access points are thought about—using ramps, gravel mats, or moving furniture—means a client won’t feel isolated or uncomfortable.
Access isn’t always possible, but again, highlighting and discussing this ahead of time to avoid issues on the day is paramount. Using other forms of media, such as video walkthroughs or virtual tours, to show areas that are inaccessible can often be the next best thing.
It’s these little touches—from having a contractor create a viewing platform or safe areas on site—that help our clients feel part of the project and keep the “why” at the forefront of the process. Knowing the client and their specific requirements is a must, and it’s why we always look to meet face-to-face at the outset of engagement. It’s only once you’ve spent time with someone that you can start to truly appreciate their needs.
My starting point on either a property search or project is: I don’t have to live there—the client does. And while the injury means a property has to deliver on specific needs, everyone is an individual. They need a voice and a presence throughout the process to make sure that property becomes their home.
Glenn Hotchin
PLG Consultants, 31st March 2025
