Handling Complaints in Local Government: Improving Performance and Learning from Good Practice

Confirmed speakers:

  • Nigel Ellis, Chief Executive, Local Government and Social Care Ombudsman
  • Nicholas Foster, Consumer Dispute Resolution Centre, Queen Margaret University
  • Michael Hill, Complaint Management Expert, Head of Sales, iCasework Limited
  • Jen Barfoot, Chief Executive, Homes in Sedgemoor, UK Complaint Handling Awards 2017 Overall Winner
  • Michelle Roberts, Customer Focus Officer, Homes in Sedgemoor, UK Complaint Handling Awards 2017 Overall Winner
  • Kieran Seale, Assistant Director, Verita
  • Professor Michael Adler, School of Social and Political Science, University of Edinburgh (event chair)

Context:

The latest figures from the Local Government and Social Care Ombudsman show an increase in the number of complaints about local authorities it investigated being upheld in 2016-17, compared with the previous year.

The fact that over half of complaints that the LGO investigated in detail were upheld suggests that there is significant room for improvement in the handling of complaints by local authorities.

Join us on 7th November for an up-to-date brief from Nigel Ellis, Chief Executive, Local Government and Social Care Ombudsman about recent developments in local government complaint handling, the standards councils are expected to uphold and learn from good practice in complaint handling. 

Key Issues to be Addressed Include:

  • Trends in complaints being referred to the Local Government and Social Care Ombudsman
  • Common mistakes councils often make
  • What good complaint handling looks like
  • The standards of complaint handling councils are expected to uphold
  • What councils can do to improve their performance
  • Handling complaints about external service providers/partners
  • Best practice in complaint handling
  • Learning from complaints to make improvements to council services

The Event:

The morning will include a keynote speech from Nigel Ellis, Chief Executive, Local Government and Social Care Ombudsman and a session on standards and practices in complaint handling.

The afternoon session will look at good practice in complaint handling, including how to learn from complaints to make improvements to council services.

Morning refreshments will be served upon arrival with a networking lunch to follow. Any special needs or dietary requirements should be notified to us upon booking.

Who Should Attend?

Delegates will come from councils and private sector providers who deliver customer services and handle complaints from the users of council services, including those with the following job titles: Head of Complaints, Corporate Complaints Manager, Complaints & Information Manager, Information & Complaints Officer, Contact Centre Manager, Director of Customer Services, Head of Customer Services, Customer Services Manager, Customer Services Contact Manager, Head of Customer Contact, Customer & Communications Manager, Team Leader - Customer Relations, Director of Customer Experience.

For registration enquiries please contact: Customer.Services@westminster-briefing.com | 0207 593 5657

To discuss event sponsorship, speaking opportunities and agenda content, please email: Dominic.Leigh@dodsgroup.com.

Tuesday 7th November 2017

11.00am - 3.30pm (including networking lunch)

Private Sector | 1 Place: £295 | 2+ Places: £245 each
Public Sector | 1 Place: £245 | 2+ Places: £195 each
Above prices exclude VAT


Background Quote

"I want to encourage an open and mature attitude to complaints - one where they are valued within organisations as ‘free feedback’ and learning opportunities. Indeed, how an organisation deals with complaints says a lot about its culture."

- Michael King, Local Government and Social Care Ombudsman

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