Event Summary

New Complaint Handling Codes have been launched by the Local Government and Social Care Ombudsman and the Housing Ombudsman. The PHSO launched the UK Central Government Complaint Standards in 2022 and Complaint Standards for the NHS in 2021.

These closely aligned codes set out processes to improve complaint handling across the public sector and cultivate a culture of positive learning to improve service delivery.

Join Westminster Insight’s Public Sector Complaints Conference to hear from Ombudsman services and complaints experts from across the public sector including health, local authorities, housing, and central government.

Hear how you can implement your Code and streamline complaint processes. Make the best use of available resources and create a positive complaint handling culture amongst staff and individuals.

At the heart of the new complaint handling codes are new timescales, gain insight on how respond to complaints promptly and clearly, and to achieve early resolution.

With a focus on Stage 1 and Stage 2 complaints, we will share advice, guidance and best practice on the two stages of the complaint handling process.

Understand how your organisation can use performance reporting and self-assessment for continuous improvement.

We will share good practice from across the public sector, including particular considerations for dealing with at-risk or vulnerable customers.

We will explore the vital role played by organisational culture, and how to establish a workforce that welcomes complaints as opportunities for learning and service enhancement.

Key Points

  • Embedding new Codes – understanding timescales, processes and resolution
  • Successfully handling Stage 1 and Stage 2 complaints
  • Collaborating with your Ombudsman
  • Defining complaints, service requests and expressions of dissatisfaction
  • Equipping staff to manage complaint handling and improve procedures
  • Communicating with vulnerable customers
  • Monitoring, performance reporting and self-assessment
  • Improving accessibility, awareness and accountability in complaint handling
  • Establishing a positive complaints culture to improve learning and services.

In-person: This conference will take place at the Institution of Structural Engineers, Bastwick Street, London. Attend this half-day event in person to network, build relationships and learn from your peers.

Sponsorship

Interested in sponsoring this event? Click here for sponsorship opportunities.