Key Points
  • Reviewing the impact of Covid-19 on complaint volumes and category of complaints
  • Learning from complaints to drive service improvement
  • Achieving quick and appropriate resolutions for statutory complaints
  • Best practice in managing unreasonable, vexatious, and repeat complainants
  • Dealing with complex complaints involving multiple, external partners
  • Supporting the wellbeing of complaints staff
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Overview
Confirmed Speakers:

  • Chaired by Stuart Purcell, Corporate Complaint Manager and Chair, Rotherham Metropolitan Borough Council and National Complaint Managers Group
  • Robbie Watson-Levey, Compliance and Complaints Manager, Essex County Council
  • Shay Noreen, Complaints Manager, Lincolnshire County Council
  • Louise Church, Customer Relations Lead, Warwickshire County Council
  • Anitha Pillai, Customer Resolution and Insight Manager, London Borough of Redbridge
  • Helen Wyatt, Strategic Customer Relations Manager, Devon County Council, Chair of the South West Complaint Managers Group and Vice-Chair of the National Complaint Managers Group

‘The best authorities... put public concerns right at the heart of their corporate governance ...to ensure the voice of the citizen is firmly embedded in their risk management and accountability systems.’ Local Government and Social Care Ombudsman Guidance on Effective Complaint Handling for Local Authorities

With COVID-19 causing disruption to local services, it is more important than ever to utilise complaints as a mechanism to retain public trust, rectify systemic issues and drive service learning and improvement.

Westminster Insight’s timely Complaint Handling for Local Authorities Digital Conference will showcase how councils across the UK are responding to an increasing number of complaints.

Learn how to establish standardised governance and accountability systems to ensure senior officers are held responsible for driving a culture of learning.

Join us to hear from councils who are placing learning and improvement at the centre of the complaint handling process.

Our practical panel of experienced complaint managers from Lincolnshire, Warwickshire and Essex County Councils will showcase how their organisations handle unreasonable and repeat complaints. Learn how to establish clear guidance and training for complaint handlers, deliver appropriate resolutions for vexatious complainants and safeguard staff from abuse.

We will be joined by Helen Wyatt, Vice Chair of National Complaint Managers Group who will share examples of challenges and learning generated from fielding statutory complaints at Devon County Council. She will also showcase best practice in meeting the time limits of statutory complaints and achieving early and appropriate resolutions where possible.

This practical, half-day event will be broadcast live via an interactive digital platform.

Agenda
Start

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

 

Speakers

Stuart Purcell Chair & Corporate Complaints Manager, National Complaint Managers Group & Rotherham Metropolitan Borough Council

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09:10 - 10:10
Panel Discussion: Effectively Managing Unreasonable, Abusive, and Vulnerable Complainants to Deliver Appropriate Resolutions and Safeguard Staff

 
  • Exploring the challenges and solutions in resolving complaints made by vexatious complainants
  • Creating a policy on managing unreasonable complainant behaviour to provide clear and standardised guidance for complaint handlers
  • Discussing the increasing occurrence of unreasonable complaints and abuse directed at staff through social media platforms
  • Sharing best practice in supporting the wellbeing of staff subjected to abuse through the complaint handling process

Speakers

Louise Church Customer Relations Lead, Warwickshire County Council

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Shay Noreen Complaints Manager, Lincolnshire County Council

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Robbie Watson-Levey Compliance and Complaints Manager, Essex County Council

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10:10 - 10:20
Break

 

10:20 - 10:50
Rotherham Case Study: Placing Learning and Improvement at the Centre of the Complaint Handling Process

 
  • Establishing complaint governance and accountability systems to ensure senior officers are held responsible for driving a culture of learning through complaints
  • Exploring the role of councillors in fielding complaints, influencing appropriate resolutions, and driving a culture of learning across the organisation
  • Delivering regular support and complaint handling training to equip staff with the skills to manage, proactively identify, and utilise feedback effectively
Questions and Discussion – 10:40 – 10:50

Speakers

Stuart Purcell Chair & Corporate Complaints Manager, National Complaint Managers Group & Rotherham Metropolitan Borough Council

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10:50 - 11:40
Networking with colleagues on the digital platform

 
During this session you will be automatically matched with another attendee, and you will start a video chat. When the time expires, you are matched again with another colleague. You may extend your networking session and exchange digital business cards. 

11:40 - 11:50
Break

 

11:50 - 12:20
Achieving Quick and Appropriate Resolutions: Effectively Meeting the Statutory Demands of Complaints

 
  • Sharing examples of learning and improvement generated from complaints following statutory processes
  • Communicating effectively and regularly with service users to mitigate distress caused by delays, promote transparency, and decrease the likelihood of escalation
  • Responding to complaints at the earliest opportunity to establish timescales, meet statutory time limits and give confidence to service users that their complaints are taken seriously
Questions and Discussion – 12:10 – 12:20

Speakers

Helen Wyatt Strategic Customer Relations Manager for Devon County Council and Chair of the South West Complaint Managers Group

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12:30 - 13:00
Effectively Handling Complaints to Deliver Improvements to Services and Customer Experience

 
  • Sharing examples of learning and improvement generated from complaints relating to corporate and general services
  • Draft and publish annual reports and complaints data to regularly scrutinise the complaint handling process, map trends within complaints and compliments, and identify areas requiring improvement
Questions and Discussion – 12:50 – 13:00

Speakers

Anitha Pillai Customer Resolution and Insight Manager, London Borough of Redbridge

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13:00 - 13:05
Chair's Closing Remarks

 

Speakers

Stuart Purcell Chair & Corporate Complaints Manager, National Complaint Managers Group & Rotherham Metropolitan Borough Council

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End

Speakers

Louise Church Customer Relations Lead, Warwickshire County Council

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Shay Noreen Complaints Manager, Lincolnshire County Council

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Anitha Pillai Customer Resolution and Insight Manager, London Borough of Redbridge

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Stuart Purcell Chair & Corporate Complaints Manager, National Complaint Managers Group & Rotherham Metropolitan Borough Council

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Robbie Watson-Levey Compliance and Complaints Manager, Essex County Council

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Helen Wyatt Strategic Customer Relations Manager for Devon County Council and Chair of the South West Complaint Managers Group

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Venue details

Online Event Broadcast Live


Speakers
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