Proven Results. Measurable Impact.
Real Savings for Local Authorities.

Our evidence-based approach delivers tangible improvements in complaint handling, resolution rates and cost efficiency. Here's what local authorities and community organisations have achieved through our training and consultancy support.

Reduce Your Escalations
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Evidence-Based Approach That Delivers Financial Returns

Our methods are grounded in research and real-world practice. Councils that introduce stage one training and improvement plans report resolution rates of 80-95% at stage one becoming the norm, significantly reducing the costs associated with escalation to higher stages.
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Specialist Knowledge of Local Authority Processes

We understand the unique pressures and legal frameworks that shape Children Act complaints in local authorities, offering targeted support that addresses the specific challenges faced by councils.
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Practical Tools That Make an Immediate Difference

We provide ready-to-use, adaptable resources including response templates, planning checklists, summary grids and panel resources that help teams implement learning immediately and work with greater consistency, delivering value from day one.
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The Reality: What Poor Complaints
Handling Actually Costs

Our research shows that investment in proper training and quality assurance directly impacts resolution rates and reduces costs. Councils that introduced structured stage one training often reported complaint volume reductions of up to 25% in the following year, with one council seeing complaints drop from 63 to 47 after targeted improvements. This translates to significant resource savings for stretched local authority teams.

Before Training and Support:

  • Only 43% of councils provide formal training to stage one investigators
  • 71% lack any structured quality assurance process
  • Poor initial responses cause escalation in up to 40% of cases
  • Around 60% resolution rates at stage one typical
  • 52% of authorities fail to keep complainants properly informed
  • Ofsted repeatedly criticises lack of training and empathy in responses
  • Many stage two and three complaints could have been avoided with better initial handling

With Training and Support:

  • Councils achieve 80-95% resolution at stage one
  • Escalation rates drop to just 5-15%
  • Complaint volumes reduced by up to 25% year-on-year
  • Quicker resolution times and better outcomes reported
  • Fewer stage two and ombudsman cases across the board
  • Significant resource savings redirected to frontline services
Reduce Your Escalations
Some cases carry significant risk and reputational impact. Having access to hourly support at short notice means we can get a second opinion, draft help, or complaint handling guidance without delay. James understands the system and the stakes.

Customer Relations Manager

Financial Impact and Cost Efficiency

The mathematics of improvement are compelling. Each escalated complaint requires significant additional staff time, investigation resources and management attention. When councils reduce escalation rates from 40% to 5-15% through structured training, the cost savings are substantial. One authority's 25% complaint reduction represents hundreds of hours of management time redirected to strategic work rather than firefighting escalated cases.

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Quality Improvements and Staff Confidence

Beyond the numbers, our support creates lasting improvements in how teams approach complaints handling. Staff report increased confidence in dealing with complex cases, better understanding of their legal duties, and clearer processes for escalation decisions. The Local Government Ombudsman has confirmed that many escalated complaints could have been avoided with better initial responses - exactly what our training delivers.

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Sustained Improvement
Across Multiple Authorities

We've now worked with over 30 local authorities, consistently seeing similar patterns of improvement. Councils that invest entraining and quality assurance report fewer escalations, better outcomes for families, and more confident staff. The evidence is clear: early investment in proper complaints handling prevents costly escalation and creates better experiences for everyone involved.

We’ve brought James in as a consultant during times of staff absence and pressure. He’s provided calm, practical QA support and advice on live cases that’s helped us stay on track. It’s like having an experienced complaints lead on hand when you really need it.

Interim Complaints and QA Manager

Understanding Our
Track Record and Results

How quickly can we expect to see improvements after training?
Most councils report immediate improvements in staff confidence and response quality. Measurable reductions in complaint volumes and escalation rates typically become evident within 3-6 months.
What evidence do you have that your approach works consistently?
Our research across authorities provides baseline data, and we've tracked outcomes with 30+ councils we've supported. The pattern is consistent: structured training and QA lead to higher resolution rates, fewer escalations and reduced complaint volumes.
Can you guarantee specific results for our authority?
While each authority's context is different, the evidence for our approach is compelling. We'll work with you to set realistic improvement targets based on your baseline.
How do you measure success beyond just complaint numbers?
We track multiple indicators including resolution rates, escalation patterns, response times, staff confidence levels and feedback quality. We also monitor longer-term outcomes like reduced ombudsman cases and improved Ofsted feedback on complaints handling.
What support do you provide to maintain improvements over time?
Our training includes practical tools and templates for ongoing use. We also offer our free Resolution Ready Connect network for continued learning and support. Many authorities commission periodic refresher training or ongoing consultancy to embed improvements.
Do smaller authorities see the same level of improvement?
Yes, often more dramatically. Smaller authorities can implement changes more quickly and see rapid improvement in staff confidence and process consistency. The principles of good complaints handling apply regardless of authority size.
Reduce Your Escalations