Information

Other Items

Complaints handling and the SPSO complaints procedure
Wednesday 14th October 2020

For the booking form please click here

* An essential new training event fully covering dealing with complaints and the SPSO complaints procedure *

IRRV Scotland is pleased to announce that we are able to run our autumn training programme at the Leapark Hotel, Grangemouth. A great deal of thought has been given to providing training in a safe and socially distanced manner and this will necessarily significantly limit the number of delegates who can attend events but we do wish to respond to the many requests we have had about recommencing our training events. Detailed arrangements have been made with the venue to ensure you have an enjoyable training experience in a safe and socially distanced environment in keeping with the requirements of the Scottish Government’s Route Map out of lockdown.

IRRV is pleased to advise of this important training event on complaints handling – taking place on 14th October 2020 in Grangemouth.

Complaint handling - the law and how it affects you : Scotland has had a statutory complaints procedure for eighteen years. The Scottish Public Service Ombudsman published an updated Model Complaints Handling Procedure (31st January 2020) and Authorities have until April 2021 to bring their procedures into line. The law has also been subject to modification because of Coronavirus legislation.

This one-day course will cover the current statutory demands on Authorities and will include the adjustments arising from the coronavirus pandemic. It provides the knowledge and resources to keep practitioners and their employers within regulatory expectations.

Complaint handling can be stressful for complaint handlers and for those making the complaint. The course will cover why people make complaints, methods of resolution, some tools for understanding and dealing with complaint behaviours, and how to make a good apology.

This course will be of interest to all IRRV members, managers and team leaders.

IRRV Scotland is pleased to announce that we are able to run our autumn training programme at the Leapark Hotel, Grangemouth. A great deal of thought has been given to providing training in a safe and socially distanced manner and this will necessarily significantly limit the number of delegates who can attend events but we do wish to respond to the many requests we have had about recommencing our training events. Detailed arrangements have been made with the venue to ensure you have an enjoyable training experience in a safe and socially distanced environment in keeping with the requirements of the Scottish Government’s Route Map out of lockdown.

The course will cover :

  • The 2002 Scottish Public Services Ombudsman Act.
  • Enforcement the powers and the limits on what the SPSO can investigate.
  • The 2020 Model Complaints Handling Procedure and what has changed.
  • Conducting investigations and reviews.
  • Resolving complaints.
  • Best Practice in complaints handling.
  • The psychology behind why people make complaints.
  • How to meet the needs of complainers.
  • Handling complaints with data protection, freedom of information and confidentiality issues.
     

At the end of the course, delegates will have :

  • The legal obligations on the Local Authority to receive and respond to complaints
  • How to get to handle complaints to the satisfaction of the SPSO
  • What is needed to write a good apology
     

The course will be led by John Harding. John has over 30 years' experience administering benefits and Council Tax in Edinburgh. In that time he has acquired extensive practice in investigating, preparing and presenting appeals to Review Boards, Appeals Tribunals and the Valuation Appeal Committee as well as negotiating complaint outcomes with the Scottish Public Sector Ombudsman.

Value for money seminar :

The workshop represents excellent value for money, with seminar fees starting at only £165 + VAT. This includes lunch, refreshments, and training materials.

As places are limited, early booking is recommended. The IRRV regrets that, under normal circumstances, delegate fees cannot be refunded. However, delegate substitutions may be made at no cost at any time prior to the Seminar, subject to these being notified to the Institute. In the event that changes to the COVID-19 health emergency situation means that the event cannot run on its advertised date, the Institute will look to reschedule it to a date when it can be run and that registered delegates are able to attend on.

SPECIAL OFFER

Every third place from the same organisation booked for this course (and made in the same booking) is entirely free of charge. Please note that, due to the demand for places, this offer applies only to the course detailed in this brochure and applies to the lowest cost place.

For the booking form please click here

Meetings

Introduction to Housing Benefit and Council Tax Reduction

Wednesday 23rd September 2020

More

Complaints handling and the SPSO complaints procedure

Wednesday 14th October 2020

More

Legal debt recovery : a one day professional meeting from IRRV Scotland

Thursday 22nd October 2020

More

Introduction to Local Government Finance

Tuesday 27th October 2020

More

Working age Welfare Benefits

Wednesday 28th October 2020

More

Freedom of Information - Public access to recorded information

Wednesday 4th November 2020

More

Debt Recovery : Setting out a vision, strategic management and developing policy

Friday 20th November 2020

More

Know your Non Domestic Rates

Tuesday 24th November 2020

More

Data analysis – Using your SHBE and CTR Data extracts

Wednesday 25th November 2020

More

Dealing with difficult customers – for Revenues & Benefits staff

Thursday 26th November 2020

More

Topical workshop : DWP’s Housing Benefit Accuracy initiative and an update on all issues around fraud and error

Friday 27th November 2020

More

Lessons to learn about Digital Design - A cutting edge course from IRRV Scotland - targeted at revenues and benefits managers and team leaders

Monday 30th November 2020

More

NEW Post COVID-19 Telephone Debt Collection Workshop

Thursday 3rd December 2020

More

NEW Council Tax New Masterclass and Case Studies Workshop

Friday 4th December 2020

More