Clear Pricing. Proven Value. Flexible Support That Fits Your Budget.

We believe in transparent pricing that reflects the value we deliver. Our rates are designed to be accessible for local authorities and community organisations of all sizes, with flexible options to suit your specific needs and budget.

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Transparent Value-Based Pricing

Clear costs with no hidden charges, designed to deliver measurable returns through reduced escalation and improved outcomes.
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Flexible Budget Options

Health checks to comprehensive programmes, with payment terms and scheduling options to suit local authority budget cycles.
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Resources Included, Not Extra

Every training session includes comprehensive tool packs and templates - no additional costs for materials you need to implement learning.
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Training Programmes -
Building Skills That Last

Snapshot Sessions (Level 1) - Quick Start Training

2-hour session (up to 30 participants)
All three sessions as a complete package
Delivering multiple times throughout the year
Perfect for team briefings, inductions and refresher training

Workshop Sessions (Level 2) - Skill Development

These are 4-hour skills-based workshops aimed at people who lead or respond to complaints—especially team managers and investigating officers. You’ve said these are where the real skill-building happens. Likely content includes:

• Step-by-step investigation skills

• Evidence gathering and triangulation

• Writing findings clearly and defensibly

• Handling sensitive or complex complaints

• Balancing resolution with accountability

Signature Sessions (Level 3) - Comprehensive Development

These are full-day advanced sessions for senior staff, complaints leads and panel members. You’ve said these are intensive and best for people with strategic responsibility or high levels of decision-making. Likely content includes:

• Advanced analysis of complaint trends and escalation

• Improving resolution rates and learning from complaints

• Governance and oversight of the complaints process

• Panel member training and high-quality adjudication

• Leading a culture of fairness, transparency and learning

All training includes comprehensive resource packs with templates, tools and practical examples.

Talk Through Your Challenges
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Consultancy Services -
Expert Support When You Need It

Quick Impact Solutions

Mini QA Health Check: Red flag review of up to 5 stage one responses
Complaint Response Feedback: Targeted advice on individual responses

Comprehensive Reviews

End-to-End Complaints Review - Full diagnostic of your process and quality (price based on scope)
Custom QA or Audit Support - Focused review of specific issues (price based on scope)

Ongoing Support

Critical Friend Consultancy - Hourly or project rates for live case support
Management Support - Practical advice on roles, capacity and structure (rates agreed based on scope)

We're experienced in working under pressure and can step in quickly when needed.

Talk Through Your Challenges
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Creative Facilitation
and Team Development

Facilitation Sessions

Depending on type, length and level of support involved
Half-day, full-day and multi-session options available
Strong preference for face-to-face delivery for maximum impact

What's Included

LEGO® Serious Play® training and facilitation We use the LEGO® Serious Play® method to support honest, grounded conversations about what really matters. Whether you’re reflecting on your team’s purpose, shaping a new strategy.

All materials and resources provided

Follow-up action planning support

Venue and catering to be provided by client for in-person sessions.

Talk Through Your Challenges
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Support for Charities and
Community Organisations

Flexible, Affordable Pricing

No fixed rates - we agree simple costs based on what you need
Reduced rates available for smaller community organisations
Pro bono support offered where this would make a meaningful difference
Resource bundles for templates and tools

Typical Support Areas

Policy reviews and complaint procedure development
Staff and volunteer training programmes
Safeguarding response templates and guidance
Participation tools for involving children and young people

Talk Through Your Challenges
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Resources and Tools -
Ready-to-Use Materials

For Local Authorities

Resource bundles
Stage one response templates and guidance packs
Investigation planning tools and QA checklists
Panel handbooks and decision tools
Custom toolkits developed for your service

For Charities and Small Organisations

Safeguarding response templates
Complaint handling procedures
Staff guidance and escalation routes
Participation tools and discussion resources

All resources provided in editable formats for immediate use.

Talk Through Your Challenges

Frequently Asked Questions

Are there any hidden costs or additional charges?
No hidden costs. Our prices include all materials, resources and follow-up support mentioned. For in-person delivery, we add 25% plus travel costs. Everything else is included in the quoted price.
Can we spread training costs across the financial year?
Yes, we can schedule training sessions throughout the year to spread costs and embed learning gradually. Our discounted rates for multiple sessions make this very cost-effective.
How do your prices compare to the cost of poor complaints handling?
Consider that each escalated complaint costs significant management time. With councils seeing escalation rates of up to 40% without proper training versus 5-15% with our approach, the investment typically pays for itself within months through reduced escalation costs alone.
Do you offer payment terms for larger projects?
Yes, we can discuss flexible payment arrangements for comprehensive programmes or longer-term consultancy work. We understand local authority procurement processes and budget cycles.
What's included in your resource packs?
All training includes comprehensive digital resource packs with templates, checklists, planning tools and examples. These are yours to keep and adapt for ongoing use. Resource-only bundles start from £250 and include multiple tools and templates.
Can you provide a detailed quote for our specific needs?
Absolutely. We offer free initial conversations to understand your requirements and provide detailed, tailored quotes. Many of our best projects start with a simple discussion about what you're trying to achieve.
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