Blog
Building a new website which puts users’ needs first
24 May 2016
Our website has served us well for around six years but recently, when we've tested it with complainants, they've told us that they find it confusing and cluttered. They get frustrated as they can't find the information they want and...
Making our service accessible
5 May 2016
2-8 May is Deaf Awareness Week, and the theme for this year is common purpose. The UK Council on Deafness is focusing on what is being done by organisations that work with people who are Deaf or have hearing loss...
Confident in our service
29 March 2016
We want people to be confident that complaining about a public service is straightforward, fair and can make a difference. We are the independent and final stage in the complaints process, so I'm keen to share the steps we take...
Breaking down the barriers – fighting fear
27 January 2016
Every now and then, something we do at work hits a nerve because it resonates with an experience we've had in our personal lives or it brings up an issue we can relate to. This happened to me recently with...
Sharing insights from advocacy providers
18 November 2015
Andrew Medlock, Assistant Director of Customer Services reflects on our first conference for advocacy providers. 'You can't leave, dear', hospital staff repeatedly told an elderly lady, despite her having the right to discharge herself from hospital. With the exception of...