60
of ER cases closed within 30 days
Vision Express operates across more than 550 stores in the UK and Ireland, creating a complex, multi-site environment with high volumes of employee relations activity. They wanted to improve efficiency, consistency and speed while giving managers the confidence to handle difficult situations and freeing HR to focus on strategic priorities.
Case study overview
They were looking for an employee relations advisory partner to provide consistent, commercial advice at volume, improve case closure times and reduce pressure on internal HR teams, including:
- Unlimited, straight-talking legal advice: On-demand advice from specialist employment law professionals, ensuring managers and HR have immediate access to expert guidance for complex ER matters whenever they need it.
- Monthly reporting and insight: Detailed reporting on case volumes, case types, locations, functions and time to close provides greater visibility of ER trends and risks, supporting more proactive, data-led decision-making.
- Drafting and documentation support: Comprehensive drafting assistance for letters, investigation reports and outcome documentation, helping managers produce clear, consistent and legally robust documentation more quickly.
- Legal privilege and risk management: By embedding legal privilege into ER processes, Halborns provided Vision Express with a trusted and confidential space to manage sensitive cases and make decisions with confidence.
- A scalable, insight-led approach: Streamlined processes and improved data helped move ER from reactive case handling towards a more proactive, risk-aware and value-adding model.
HR transformation outcomes
- Faster ER case resolution: ER cases are now resolved, on average, 49% faster than the internal benchmark. The majority of cases are closed within 11 days, with over 70% concluded within a month.
- Improved manager capability and confidence: Dedicated support gives managers the confidence to handle complex and emotive situations effectively, enabling quicker and fairer outcomes for colleagues while strengthening capability across the business.
- Reduced long-term absence: Long-term absence cases reduced by 27% year-on-year and now represent 40% less of overall ER activity, reducing the cost, risk and operational impact of a complex ER challenge.
- Greater HR capacity for strategic priorities: More efficient case handling frees HR and HRBPs from high-volume casework, enabling them to focus on strategic, value-adding priorities.
- Improved visibility of ER trends and risk: Regular reporting and monthly deep dives provide greater visibility of employee relations activity, including tribunal and conciliation cases, helping HR identify potential risks earlier and focus intervention where it matters most.
- Clearer, faster documentation: Dedicated drafting support means managers no longer spend hours preparing complex letters. Documents are produced more quickly, with improved consistency, quality and tone.
- Improved employee experiences: Faster and more consistent case handling helps ensure employees receive quicker outcomes, while supporting managers to handle difficult situations with greater confidence.
The outsourced ER model was introduced in a phased way and evolved based on manager use and feedback. Regular touchpoints helped ensure the approach remained aligned with Vision Express’ culture, language and ways of working, while supporting strong manager adoption.
As confidence grew, additional elements including document drafting and structured reporting were incorporated, giving managers practical support while providing HR with greater insight into ER activity, trends and risk.
49
faster ER case closure
Testimonial
”"We now have clear data alongside a monthly deep dive into tribunal and conciliation cases, with our HR team involved to ensure risk appetite and priorities are aligned. This insight helps us identify potential risks early and focus on the right areas, while regular touchpoints with managers continues to strengthen capability and ways of working.”
Head of HR Business PartneringVision Express
