Public Sector Complaints Conference - Westminster Insight

Effective complaint handling is now more important than ever for public sector organisations across the UK.

Bringing together colleagues from across central and local government, housing, health, social care, criminal justice and prison and probation services, join Westminster Insight’s Public Sector Complaints Conference this February to help strengthen your complaints handling processes.

New standards for handling complaints have been rolled out with the Complaint Handling Code being launched by the Local Government and Social Care Ombudsman and the Housing Ombudsman in 2024.

With key changes in guidance, improve your understanding of the new Code and how to drive improvement across your organisation.

Developing a skilled and confident workforce is key to effectively handling complaints. Expert speakers will outline how to develop an organisation-wide approach to complaints handling and support your staff in responding to Stage 1 and 2 complaints.

Learn how to achieve consistency throughout complaints handling procedures and create a culture of learning and improvement across your organisation. Assess how you can adopt a positive culture around complaint handling with a focus on self-evaluation and improved service delivery.

Gain practical insights on how to support the wellbeing of service users and staff. We will share how to develop an accessible and transparent complaint handling process and how to equip staff with the skills to handle complaints from vulnerable service users.

Don’t miss out on this opportunity to network with colleagues from across the sector and strengthen your approach to effectively handling complaints.

Key Points

Outlining what an effective complaint handling system looks like in practice
Achieving a meaningful outcome for all parties
Strengthening the use of data in the complaints handling process
Improving accountability and transparency across the complaint handling process
Engaging with the ombudsman to resolve sensitive complaints
Understanding the barriers to accessing complaint systems for vulnerable and excluded people
Cultivating a positive and productive relationship between all stakeholders
Managing the wellbeing of service users and staff
Practical strategies for identifying a range of complaints

Rates

Public Sector - £279 plus VAT
- Who qualifies for this rate? Local authorities, universities, schools, academies, colleges, nurseries and early years providers, children’s and adult social services, housing associations, care homes, NHS Trusts, CCGs, police forces, fire and rescue, ambulance, probation, trade unions and membership associations.
Central Government - £389 plus VAT
- Who qualifies for this rate? Central government departments and devolved administrations, public corporations, public bodies and agencies.
Private Sector - £399 plus VAT
- Who qualifies for this rate? Private sector companies – includes private and public companies, franchises, partnerships and sole traders.
Registered Charities/Concessionary rate - £349 plus VAT
- Who qualifies for this rate? Charities who are registered with the Charity Commission, OSCR or similar body. Contact us for concessionary and student rates