What we do - Complaints

This course covers the expectations of the regulator and inspectorate and Ombudsman. It explores complaint management, sector best practice and benchmarking information on complaints. We also share with you the processes other organisations use, their reporting styles and structure for complaints management.

We can also work with you to develop effective surveys for complaints and undertake a full review of the complaints service involving your residents every step of the way.  Here are examples of the items we cover

  • Why do people complain?
  • What can organisations do to value complaints?
  • How does your complaints system work
  • What needs improving
  • Finding the best approach - what are others are doing
  • Getting buy in from staff and managers
  • Learning from complaints how do we evidence this
  • Case management and administration
  • Involving residents in the process
  • Complaints panels