About

In our first ever online Complaint Handler and Link Officer Conference we will be looking at how local authorities can use learning from complaints to drive service improvements. We will have talks from the Ombudsman and the Housing Ombudsman as well as seminars on remedies, using our data and human rights. At the end of the day the Ombudsman will be speaking to two local authorities about how they are using learning from complaints to improve services for local people.

1
Day
7
Speakers
8
Sessions
1. November, 2022 | United Kingdom

LGSCO Complaint Handler & Link Officer Conference 2022

Speakers

Michael King
Michael King
Ombudsman Local Government & Social Care Ombudsman
Richard Blakeway
Richard Blakeway
Housing Ombudsman Housing Ombudsman
Haley Hudson
Haley Hudson
Head of Customer Service and Experience North Tyneside Council
Alison Hughes
Alison Hughes
Assistant Director for ICT, Customer and Digital Liverpool City Council
Evan Lerwill
Evan Lerwill
Assistant Ombudsman Local Government & Social Care Ombudsman
Michael Hyatt
Michael Hyatt
Professional Practice Co-ordinator Local Government & Social Care Ombudsman
Cameron Black
Cameron Black
External Training & Relationship Co-ordinator Local Government & Social Care Ombudsman

Program

Stages
Main Stage

09:00

10:00

11:00

12:00

13:00

14:00

15:00

Welcome & Introduction

09:40 - 09:55
Cameron Black Cameron Black

Complaints: What Does Good Look Like?

10:00 - 11:00
Michael King
Richard Blakeway
Cameron Black

Morning break

11:00 - 11:10

Ombudsball: Getting the most from our data

11:10 - 11:50
Cameron Black Cameron Black

Making Meaningful Remedies

11:55 - 12:35
Michael Hyatt Michael Hyatt

Lunch & Networking

12:35 - 13:30

A Human Rights Ombudsman?

13:30 - 14:10
Evan Lerwill Evan Lerwill

Break & Networking

14:10 - 14:30

Learning From Complaints & Improving Customer Experience: A Tale Of Two Councils

14:30 - 15:30
Michael King
Alison Hughes
Haley Hudson
Lunchroom

09:00

10:00

11:00

12:00

13:00

14:00

15:00

Morning break

11:00 - 11:10

Lunchtime Drop-In Session

12:45 - 13:30
Cameron Black Cameron Black

Break & Networking

14:10 - 14:30

Contact information