Key Points
  • Utilising complaints to transform services and improve service user experience
  • Adopting a customer centric approach to better understand complainants and their concerns
  • Handling complaints effectively to reduce complaint volumes and encourage early resolution
  • Creating clear policies to reduce unreasonable complainant behaviour and empower staff


Overview
Confirmed Speakers:

  • Michael Hill, Co-Founder and Chair of Judges, UK Complaint Handling Awards
  • James Walker, Group CEO & Founder, Resolver
  • Stuart Purcell, Chair, National Complaint Managers Group
  • Jennifer Ryans, Head of Dispute Resolution, Housing Ombudsman
  • Brian Weston, Head of Research and Insight, Institute of Customer Service
  • Anitha Pillai, Corporate Complaints and Insight Manager, London Borough of Redbridge
  • Liz Olney, Deputy Director of Customer Change and Innovation, HM Courts & Tribunals Service
  • Oliva Clymer, Chief Executive Officer, Health Watch Central West London
  • Ian Weedall, Community Engagement Advocate, Advocacy Focus
  • Adele Newsome, Customer Experience Manager, Breckland and South Holland District Council
  • Ross Bangs, Corporate Improvement Manager, Breckland and South Holland District Council

    As pressures on public services increase, effective complaint handling has increasingly played a strategic role in ensuring public institutions continue to deliver quality services for users.

    Learning from corporate and statutory complaints is key – it is an effective way of improving complaint handling processes, building trust with service users and increasing service quality.

    Westminster Insight’s timely Complaint Handling in the Public Sector Forum will feature contributions from trailblazing public sector organisations on how to utilise complaints to inform organisational strategies and transform services.

    Join us as we explore best practice throughout all stages of complaint handling. Our expert speakers will outline the harm caused by relying on blanket policies and the benefits of adopting a “customer centric” approach to complaints.

    You will learn how to improve internal processes, reduce escalated complaint volumes and meet statutory guidelines. You will also hear from key organisations on how to reduce the time spent handling complaints to meet statutory time frames.

    Our afternoon sessions, will explore how best to manage unreasonable complaint behaviour, collaborate effectively with advocates and handle complaints through alternative channels.

    This event follows on from our highly praised 2018 Complaint Handling in the Public Sector Forum. Here's what some of the delegates on the day had to say about the event:

    "Excellent. A useful insight into how to manage complaints across a range of organisations." - Nat Stevens, Resident Services Manager, Southwark Council

    "Great mix of speakers, discussion and debate. Very thought provoking and informative!" - Robbie Watson-Levey, Compliance and Complaints Manager, Essex County Council

    "Diverse, interactive and informative." - Dr Rais Ahmed, Clinical Director, Derbyshire NHS Foundation Trust

  • Agenda
    Start

    08:30 - 09:00
    Registration, Refreshments and Networking

     

    09:00 - 09:10
    Chair's Opening Remarks

     

    Speakers

    Michael Hill Co-Founder and Chair of Judges, UK Complaint Handling Awards

    Read profile


    09:10 - 09:50
    Keynote Address: Delivering Better Outcomes for Everyone

     
    • Exploring how complaint volumes in local government compares with other sectors
    • Understanding the common issues raised by consumers to highlight learnings for local council services
    • Actively seeking consumer feedback to improve the quality and delivery of services
    • Prioritising customer service to receive the “Resolver Recommended” service standard
    09:40 – 09:50 Questions and Discussion

    Speakers

    James Walker Founder, Resolver

    Read profile


    09:50 - 10:20
    Utilising Complaints to Continuously Improve and Transform Services for The Better

     
    • Creating a culture which values complaints to encourage feedback and improve services
    • Developing data systems which record, analyse and report on the learnings from complaints to identify patterns in complaints
    • Analysing customer feedback and complaints to inform service transformation
    10:10 – 10:20 Questions and Discussion

    Speakers

    Stuart Purcell Chair, National Complaint Managers Group

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    10:20 - 11:00
    Case Study: Adopting a Service-User Focused Approach to Handle Complaints Effectively

     
    • Exploring HMCTS’s human voice of justice
    • Discussing the benefits of adopting a “customer centric approach”
    • Implementing clear procedures to ensure complainants can easily access the complaint process
    • Recognising the diversity of service users and the individual circumstances of a case to prevent a reliance on ‘blanket policies’
    10:50 – 11:00 Questions and Discussion  

    Speakers

    Liz Olney Deputy Director of Customer Change and Innovation, HM Courts & Tribunals Service

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    11:00 - 11:30
    Refreshments and Networking Break

     

    11:30 - 12:00
    Improving Internal Processes to Reduce Complaint Volumes and Meet Statutory Guidelines

     
    • Empower handlers to negotiate time constraints to resolve social care complaints within the statutory time frame
    • Encouraging services to share a vest interest in complaints to minimise time spent handling complaints
    • Creating a clear trail of ownership to increase the likelihood of resolving complaints
    11:50 – 12:00 Questions and Discussion  

    Speakers

    Anitha Pillai Corporate Complaints Manager, London Borough of Redbridge

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    12:00 - 12:30
    Managing Unreasonable Complainant Behaviour to Effectively Reach Resolutions

     
    • Managing complainant expectations by publishing clear and complete information about how and when to take complaints further
    • Creating a policy on managing unreasonable complainant behaviour to provide a clear process for complaint handlers
    • Providing evidence-based explanations to deliver unbiased and reasoned resolutions
    12:20 – 12:30 Questions and Discussion

    Speakers

    Jennifer Ryans Head of Dispute Resolution, Housing Ombudsman

    Read profile


    12:30 - 13:00
    Panel Discussion: Collaborating with Advocates to Amplify the Voices of Service Users

     
    • Exploring the benefits and principles of good advocacy
    • Collaborating with advocates to understand the complaint and the complainants desired outcome

    Speakers

    Olivia Clymer Chief Executive Officer, Health Watch Central West London

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    Ian Weedall Community Engagement Advocate, Advocacy Focus

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    13:00 - 13:30
    Digitising the Complaint Process to Improve Customer Experience and Gain Insight

     
    • Exploring how digitalisation can improve service user’s access to the complaints process
    • Adopting paperless and AI technology to empower staff to focus on more complex enquires
    • Discussing best practice in complaint handling within the social media era

    Speakers

    Ross Bangs Corporate Improvement Manager, Breckland and South Holland District Council

    Read profile

    Adele Newsome Customer Experience Manager, Breckland and South Holland District Council

    Read profile

    Brian Weston Head of Research and Insight, Institute of Customer Service

    Read profile


    13:30 - 13:40
    Chair's Closing Remarks

     

    Speakers

    Michael Hill Co-Founder and Chair of Judges, UK Complaint Handling Awards

    Read profile


    End

    Speakers

    Ross Bangs Corporate Improvement Manager, Breckland and South Holland District Council

    Read profile

    Olivia Clymer Chief Executive Officer, Health Watch Central West London

    Read profile

    Michael Hill Co-Founder and Chair of Judges, UK Complaint Handling Awards

    Read profile

    Adele Newsome Customer Experience Manager, Breckland and South Holland District Council

    Read profile

    Liz Olney Deputy Director of Customer Change and Innovation, HM Courts & Tribunals Service

    Read profile

    Anitha Pillai Corporate Complaints Manager, London Borough of Redbridge

    Read profile

    Stuart Purcell Chair, National Complaint Managers Group

    Read profile

    Jennifer Ryans Head of Dispute Resolution, Housing Ombudsman

    Read profile

    James Walker Founder, Resolver

    Read profile

    Ian Weedall Community Engagement Advocate, Advocacy Focus

    Read profile

    Brian Weston Head of Research and Insight, Institute of Customer Service

    Read profile


    Venue details

    Central London/Live Streamed


    Speakers
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