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Leeds City Council
The Challenge
In 2008, Leeds City Council’s Adult Social Care Complaints Manager commissioned us to design and deliver a complaints management training programme. The organisation was concerned by the number of complaints being received, the quality of responses and also the number of complaints being escalated.
The key objectives were:
• To support a more positive culture for handling complaints
• Improved resolution of complaints at a local level
• Better learning from complaints
What We Did?
We designed a programme called Complaints: How to Make Your Life Easier. The objective of the programme was to create an improved culturally approach, which would in turn improve outcomes, learning and service delivery. The training used, Complaints Made Easy, which provides an innovative fun, interactive and engaging way of looking at complaints. We have trained over 400 managers from the council.
The Results
The training programme was a resounding success with a very high level of satisfaction from the training.
In their last annual report Leeds City Council report the following:
• A reduction of 84% in the cost of escalated complaints in a 3 year period
• A 96% reduction in the amount the department has paid out in compensation
• 77% of respondents saying they found the complaints procedure either very easy or easy to use.
• The contract has been extended to the private and voluntary sectors that Leeds City Council commission services from.
Our Training Portfolio
Judith Kasolo, Complaints Manager
“...the feedback has been outstanding – I have lost count of how many Managers have made the point that it is the best training they have ever attended – amazing!! And already we are beginning to notice better attitudes and thorough responses”
