Training for councils

Courses on effective complaint handling, including specialist courses on adult and children's social care, and planning.

PIC - Town Hall

 

  • One day course (10am to 4pm)
  • Minimum eight delegates
  • Maximum 18 delegates
  • £1,500

 

 

A one-day skills course in investigating complaints delivered by experienced Ombudsman staff. Participants can draw on knowledge gained from our experience of over four decades of complaints investigation, decision-making and remedy recommendations.

Who is it for?

  • Staff dealing with complaints at the higher stages of the process, such as managers and corporate complaints officers
  • Staff who investigate and make decisions about complaints

What does the course cover?

  • Defining and analysing complaints
  • Planning investigations
  • Making the best use of sources of information
  • Evaluating information and making sound decisions
  • Communicating decisions effectively
  • Resolving and learning from complaints

What happens on the day?

The trainer offers guidance and tips throughout the day on applying our principles of good practice in investigating complaints. The course is interactive, using a variety of activities and materials including:

  • Participants’ experiences of making complaints and our experience of what can go wrong
  • The Ombudsman’s overview of a complaint investigation and the principles for resolving complaints
  • An interactive case study based on a real complaint
  • How your organisation can learn from complaints
  • A troubleshooting exercise to consider the problems staff encounter and possible solutions

What will you learn?

By the end of the course learners will be able to:

  • List five things that are important to people when they complain
  • Describe the stages of the complaint handling process
  • Accurately identify, define and summarise complaints
  • List five sources of evidence useful for investigations
  • Investigate a complaint and reach evidence-based conclusions
  • Identify appropriate and proportionate remedies for injustice 
  • Write a comprehensive decision letter
  • Explain how complaints can be used to drive service improvements

A one-day skills course in investigating Children’s Social Care complaints through the children’s statutory complaints process. The course is delivered by experienced Ombudsman staff. Participants can draw on knowledge gained from our experience of over four decades of complaints investigation, decision-making and remedy recommendations. The course trainer will be familiar with Getting the Best from Complaints, the statutory children’s complaints process.

Who is it for?

  • Children’s social care staff dealing with complaints at the higher stages of the process, such as managers and corporate complaints officers
  • Children’s social care staff who investigate and make decisions about complaints

What does the course cover?

  • Defining and analysing complaints
  • Planning investigations
  • Making the best use of sources of information
  • Evaluating information and making sound decisions
  • Communicating decisions effectively
  • Resolving and learning from complaints

What happens on the day?

The trainer offers guidance and tips throughout the day on applying our principles of good practice in investigating complaints. The course is interactive, using a variety of activities and materials including:

  • Participants’ experiences of making complaints and our experience of what can go wrong
  • The Ombudsman’s overview of a complaint investigation and the principles for resolving complaints
  • An interactive case study based on a real children’s social care complaint
  • How your organisation can learn from complaints
  • A troubleshooting exercise to consider the problems staff encounter and possible solutions

What will you learn?

By the end of the course learners will be able to:

  • List five things that are important to people when they complain
  • Describe the stages of the complaint handling process
  • Accurately identify, define and summarise complaints
  • List five sources of evidence useful for investigations
  • Investigate a complaint and reach evidence-based conclusions
  • Identify appropriate and proportionate remedies for injustice 
  • Write a comprehensive decision letter
  • Explain how complaints can be used to drive service improvements

A one-day skills course in investigating Adult Social Care complaints delivered by experienced Ombudsman staff. Participants can draw on knowledge gained from our experience of more than four decades of complaints investigation, decision-making and remedy recommendations. The course trainer will be familiar with the Adult Social Care complaints regulations and with the authority’s complaints procedure.

Who is it for?

  • Adult Social Care staff dealing with complaints at the higher stages of the process, such as managers and corporate complaints officers
  • Adult Social Care staff who investigate and make decisions about complaints

What does the course cover?

  • Defining and analysing complaints
  • Planning investigations
  • Making the best use of sources of information
  • Evaluating information and making sound decisions
  • Communicating decisions effectively
  • Resolving and learning from complaints

What happens on the day?

The trainer offers guidance and tips throughout the day on applying our principles of good practice in investigating complaints. The course is interactive, using a variety of activities and materials including:

  • Participants’ experiences of making complaints and our experience of what can go wrong
  • The Ombudsman’s overview of a complaint investigation and the principles for resolving complaints
  • An interactive case study based on a real adult social care complaint
  • How your organisation can learn from complaints
  • A troubleshooting exercise to consider the problems staff encounter and possible solutions

What will you learn?

By the end of the course learners will be able to:

  • List five things that are important to people when they complain
  • Describe the stages of the complaint handling process
  • Accurately identify, define and summarise complaints
  • List five sources of evidence useful for investigations
  • Investigate a complaint and reach evidence-based conclusions
  • Identify appropriate and proportionate remedies for injustice 
  • Write a comprehensive decision letter
  • Explain how complaints can be used to drive service improvements

A one-day skills course in investigating planning complaints delivered by experienced Ombudsman staff. Participants can draw on knowledge gained from our experience of more than four decades of complaints investigation, decision-making and remedy recommendations.

Who is it for?

  • Planning staff dealing with complaints at the higher stages of the process, such as managers and corporate complaints officers
  • Planning staff who investigate and make decisions about complaints

What does the course cover?

  • Defining and analysing complaints
  • Planning investigations
  • Making the best use of sources of information
  • Evaluating information and making sound decisions
  • Communicating decisions effectively
  • Resolving and learning from complaints

What happens on the day?

The trainer offers guidance and tips throughout the day on applying our principles of good practice in investigating complaints. The course is interactive, using a variety of activities and materials including:

  • Participants’ experiences of making complaints and our experience of what can go wrong
  • The Ombudsman’s overview of a complaint investigation and the principles for resolving complaints
  • An interactive case study based on a real planning complaint
  • How your organisation can learn from complaints
  • A troubleshooting exercise to consider the problems staff encounter and possible solutions

What will you learn?

By the end of the course learners will be able to:

  • List five things that are important to people when they complain
  • Describe the stages of the complaint handling process
  • Accurately identify, define and summarise complaints
  • List five sources of evidence useful for investigations
  • Investigate a complaint and reach evidence-based conclusions
  • Identify appropriate and proportionate remedies for injustice 
  • Write a comprehensive decision letter
  • Explain how complaints can be used to drive service improvements

A one-day skills course in investigating complaints delivered by experienced Ombudsman staff. Participants can draw on knowledge gained from our experience of more than four decades of complaints investigation, decision-making and remedy recommendations.

We run open courses throughout the year that delegates from different local authorities can attend.

Due to the Coronavirus outbreak, booking is not yet open for our 2020 courses.

We will advertise dates, venues and booking details once they have been confirmed. Places are reserved on a first-come first-served basis and will be limited to one per organisation in the first instance.