Event Summary
Complaints about public services have increased by more than a third since 2016 with substantial jumps across the sector including local government, education and children’s services, housing, social care, prisons, and the NHS.
Our highly popular one-day Public Sector Complaints conference will return this October. Join us to hear from the Adjudicator’s Office and Ombudsman services and to share positive practice from high-performing complaints teams across the public sector. Take away practical advice to ensure compliance with complaint standards, improve your processes, and build trust with customers.
We will hear practical examples of engagement, communication, and the value of complaints. Discover the importance of accurate data and AI to help you manage, respond, and learn from complaints. Get ahead of the curve and learn how changing expectations, trends, and patterns can help you identify future areas for improvement.
Handle escalated complaints, understanding when a complaint becomes a risk to staff or other service users. You will hear how to improve complaint handling for vulnerable service users. Navigate complex complaints with empathy and design inclusive, accessible, and trusted channels for customers to raise concerns.
As the public sector struggles with increasing caseloads, we will explore how to streamline internal processes to reduce duplication and delays. Train your staff to handle cases effectively, reduce burnout, and create psychologically safe environments for staff to debrief and learn.
Join colleagues from across central and local government, housing, education and universities, the NHS and social care, criminal justice, and more to network and share ideas to improve your complaint handling.
Key Points
We will spotlight the following key areas:
- What does a high-performing complaints handling service look like in practice?
- Changing mindsets and culture – Highlighting complaints as an opportunity to improve your organisation
- Learning from regulators, Ombudsman, and complaint standards frameworks
- Strategies to achieve early resolution
- Making complaints an organisation-wide responsibility: getting buy in across the board and executive team
- Making better use of AI, data and technology to identify trends and issues
- Handling increasing complaints caseloads: resources, capacity and training
- Handling escalated complaints and vulnerable service users
- Managing persistent or threatening behaviours and supporting staff under pressure
Sponsorship
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Group discounts
Contact us for group rates.
