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The White Glove Service is a retained legal service by CS Advocates LLP for a small number of clients whose legal work is continuous across several matters. You decide what you want from the relationship and the firm designs the service around it. Both partners and the firm’s systems, records and resources hold your file, so continuity is through the firm rather than one person.
Who it is for
It suits a client who:
- has several live workstreams to keep in step;
- has several entities, properties or advisers to coordinate;
- works to a decision rhythm set by boards, lenders, regulators or contracts; and
- has a Kenyan connection and wants continuity through the firm rather than a series of separate instructions.
Typical situations include a developer with project companies and a lender, a family group consolidating property, succession and governance, a foreign investor entering Kenya through a holding structure, and an institution with a rolling regulatory and contractual workload. The work usually draws on real estate and conveyancing, project finance and infrastructure, governance and arbitration and mediation.
What you can shape
Your engagement letter records the configuration you choose in a Customisation Schedule. You can shape:
- the workstreams, entities and properties on your map;
- the intensity of partner involvement, including embedded partner days;
- the cadence, from weekly or fortnightly check-ins to a quarterly review, with a quarterly review as the minimum;
- the channels that are active for you, with the secure document room always included;
- which of your other advisers we coordinate;
- event-based out-of-hours cover for a completion, hearing or filing;
- the outputs you need, such as board and committee packs, training sessions or policy reviews; and
- a live matter map of your entities, properties, contracts, obligations and key dates, reviewed monthly and updated after material events.
These are options, not a fixed list of deliverables. Anything not in the Customisation Schedule is outside the service.
What is fixed for every client
- Named partners. A named partner is accountable for your relationship and the other partner is named as cover in the engagement letter. The support remains the firm’s.
- A monthly service report and a quarterly review at minimum, with a written pack.
- Quality review before anything is issued in your name.
- The engagement letter and Customisation Schedule come first. No work begins before they are agreed and signed.
- Fit, conflict and capacity checks before the firm accepts the relationship. The firm accepts only as many relationships as its two partners can serve to this standard.
Response standards by urgency
| Matter | Response standard |
|---|---|
| Critical. A court or tribunal filing, service or appeal deadline within 48 hours; arrest, detention, seizure or regulatory shutdown; a completion, settlement or funding deadline within 48 hours; an injunction or preservation order served or imminent; a data breach where a statutory notification clock is running; a regulator or court demand requiring a response within 24 hours; or a signing deadline on a transaction already in progress within 48 hours. | During business hours: acknowledged within 30 minutes and answered within two hours. Outside business hours: the duty partner acknowledges within one hour and engages within four hours. |
| Priority | Answered within one business day. |
| Routine | Answered within three business days. |
Who it is not for, and what is not included
The service is not designed for a one-off transaction, for single-matter litigation where the court timetable sets the pace, or for high-volume routine work. It is not for a client who wants a result promised, for instructions that would place the firm in a conflict, or for matters needing advice in more than one jurisdiction beyond coordinating local counsel. The relationship runs for a minimum term of 12 months, and the firm needs complete identity verification information and a workable matter map before it can begin.
- Court representation. Court and tribunal attendances, representation in proceedings and enforcement steps are outside the service and are scoped separately before they begin.
- Advice on other disciplines. We coordinate your other advisers; we do not advise on their disciplines.
- Advice on the law of another jurisdiction. Local counsel is engaged on your instructions, and we coordinate.
- An outcome. No outcome is promised or predicted. The service commits to the standard of service and response described on this page.
- A fixed list of deliverables. The work follows what your matters need, and each instruction is scoped as it arises.
How it begins
The White Glove Service is offered by inquiry only, because the firm accepts only as many relationships as its two partners can serve at the standard described here.
- You send a short outline and a telephone number: by email to [email protected] with the subject White Glove Service, or by calling the switchboard on +254 20 80 93 000.
- We acknowledge your inquiry within one business day. Please do not send documents or sensitive information with it.
- We run three checks: whether the service fits your situation, whether the firm has a conflict, and whether the partners have capacity. Those checks take up to five business days.
- If the checks are clear, we hold a short call and send a written proposal built from your choices, what they include and the assumptions. The proposal is valid for 30 days.
- If you accept, the engagement letter records the terms and the Customisation Schedule, and onboarding begins within 10 business days of signature: the matter map, communication protocol, document room, key dates calendar and escalation card.
Fees and next step
Fees apply and are agreed in writing before work begins. To inquire, email [email protected] with the subject line White Glove Service, or call +254 20 80 93 000 and ask for the White Glove Service. Both partners review the enquiry for fit, conflicts and capacity, and we acknowledge it within one business day.
If a date or deadline is running, call the switchboard rather than rely on email.
Important notice. A message through this website or by email does not create an advocate-client relationship. An engagement begins only after the firm confirms that it can act and both parties have signed the engagement letter. Please do not send confidential documents until we ask for them, and do not send identity documents or sensitive records by ordinary email.