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
  • Helen Wyatt, Complaints and Information Manager and Vice-Chair, Devon County Council and National Complaint Managers Group
  • Mark Smeed, Head of Service Customer, Engagement and Complaints, Bromley Council
  • 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
  • Anwar Majothi, Complaints Manager, Stockport Metropolitan Borough Council
  • Anna Turvey, Compliance Manager for Homes and Neighbourhood, Islington Council

Additional speakers will be announced shortly.

‘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.

You will hear best practice from Anna Turvey, Islington Council, in monitoring and publishing complaints data to drive a culture of learning, flag systemic issues within the complaint process and identify areas of improvement for services.

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 - 09:05
Chair's Opening Remarks

 

Speakers

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

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09:05 - 09:45
Keynote Address: Exploring the Landscape of Effective Complaint Handling in Local Government

 
  • Reviewing the impact of COVID19 on complaint volumes and types of complaints received within local government
  • Exploring common complaints raised in case work to highlight learnings for local government
  • Sharing guidance on using complaints as a mechanism to drive a culture of learning and continuous improvement of services
Questions and Discussion – 09:25 – 09:45

09:45 - 10:45
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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10:45 - 11:25
Panel Discussion: 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

Speakers

Anwar Majothi Complaints Manager, Stockport Metropolitan Borough Council

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Mark Smeed Head of Service Customer Engagement and Complaints, Bromley Council

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11:25 - 11:40
Break

 

11:40 - 12:05
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 – 11:55 – 12:05

Speakers

Helen Wyatt Complaints and Information Manager and Vice-Chair, Devon County Council and National Complaint Managers Group

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12:05 - 12:30
Case Study: Navigating Complex Complaints Involving Multiple Partners

 
  • Sharing examples of learning and improvement generated from complaints involving external partners
  • Developing streamlines complaint processes in collaboration with partners to effectively manage complaints requiring multi-agency coordination
Questions and Discussion –12:20 – 12:30

12:30 - 12:55
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 – 12:45 – 12:55

Speakers

Anna Turvey Compliance Manager for Homes and Neighbourhood, Islington Council

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12:55 - 13:00
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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Anwar Majothi Complaints Manager, Stockport Metropolitan Borough Council

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Shay Noreen Complaints Manager, Lincolnshire County Council

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

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Mark Smeed Head of Service Customer Engagement and Complaints, Bromley Council

Read profile

Anna Turvey Compliance Manager for Homes and Neighbourhood, Islington Council

Read profile

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

Read profile

Helen Wyatt Complaints and Information Manager and Vice-Chair, Devon County Council and National Complaint Managers Group

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Venue details

Digital Event Broadcast Live


Speakers
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