1. Welcome Public Services Ombudsman for Wales

2. LESSONS LEARNT: A Seminar by the Public Services Ombudsman for Wales Welcome and Introduction Susan Hudson Policy and Communications Manager

3. LESSONS LEARNT: A Seminar by the Public Services Ombudsman for Wales Experience to date Peter Tyndall Ombudsman

4. Engaging Office soundly established Comprehensive brief adds value Committed to investigating complaints for the individual and contributing to improved services Service accessible – but outreach will be key Need to pass on lessons, and understand issues facing bodies in jurisdiction Seminars part of programme of engagement Investigating Complaints Improving Services

5. Learning from complaints Individual Organisation – from reports Sector - Public reports and digests Regulators Legislators Newsletter, website, conferences, meetings, seminars Investigating Complaints Improving Services

6. Complaints about Public Bodies by Subject 2007/08

7. Housing Complaints by type 2007/08

8. New Workload Trends Since 2005/06

9. New workload trends: Complaints about public bodies received since April 2008

10. New workload trends: complaints about social landlords received since April 2008

11. Comparison on complaints about public bodies received between 2007/08 and 2008/09 April to August

12. Broad messages Unhappy customers v maladministration or service failure Valuing complaints Getting it right first time Resolving issues early Leadership is fundamental Investigating Complaints Improving Services

13. Messages Inter-agency issues need to be addressed Follow your policy – and if you don’t, give your reasons Think about how the public will view conflicts of interest Don’t be afraid to say sorry Investigating Complaints Improving Services

14. LESSONS LEARNT: A Seminar by the Public Services Ombudsman for Wales Housing in Focus Elizabeth Thomas Director of Investigations

15. LESSONS LEARNT: A Seminar by the Public Services Ombudsman for Wales Question and Answer