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25 years: Setting the Standard

The Ombudsman Association Conference: 24/25 May 2018

2018 Conference - Registration has now closed

The Association’s next Conference is being held on 24/25 May 2018.

The Conference will commence at 11.00hrs on Thursday, 24 May and concludes at 14.00hrs on Friday, 25 May.

The Association’s Annual Meeting for 2018, to which all Conference delegates are also invited, will take place before the Conference on 24 May from 10.00hrs until approximately 11.00hrs.

Fringe events have been arranged by two of our members earlier that week that delegates can attend. For further information please go to the 'Fringe events' tab or click here.

Thank you to those who have already registered. A briefing email covering all conference information and hotel/dinner arrangements will be sent out to delegates at the end of next week when registration has closed.

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Conference Dinner:
Scottish National Gallery

Conference Venue:
Hilton Edinburgh Carlton Hotel

Promoting Independent Complaint Resolution
The Ombudsman Association is a professional association for ombudsman schemes and complaint handlers, their staff and others interested in the work of independent complaint resolution.

12:00 - 12:10

Welcome & Opening Address Welcome & Opening Address

12:10 - 13:30

Plenary Session 1 - Barrels & Barrel-makers Barrels and Barrel-makers

14:30 - 15:45

Workshop Session A - Adding value Workshop Session A - Adding value

14:30 - 15:45

Workshop Session A - Caseworker Competency Framework Workshop Session A - Caseworker Competency Framework

14:30 - 15:45

Workshop Session A - Customer centred approach Workshop Session A - Customer centred approach

14:30 - 15:45

Workshop Session A - Proportionality in decision making Workshop Session A - Proportionality in decision making

16:10 - 17:25

Workshop Session B - GDPR Workshop Session B - GDPR

16:10 - 17:25

Workshop Session B - Quality Assurance Workshop Session B - Quality Assurance

16:10 - 17:25

Workshop Session B - Service Standards Framework: measuring and reporting performance Workshop Session B - Service Standards Framework: measuring and reporting performance

16:10 - 17:25

Workshop Session B - Supporting staff through the complaints process Workshop Session B - Supporting staff through the complaints process

17:35 - 18:30

Plenary Session 2 - Breaking the stigma Breaking the stigma

10:30 - 11:30

Plenary Session 3 - More than just lip service More than just lip service

11:45 - 12:45

Workshop Session C - Caseworker Competency Framework Workshop Session C - Caseworker Competency Framework

11:45 - 12:45

Workshop Session C - Human rights approach Workshop Session C - Human rights approach

11:45 - 12:45

Workshop Session C - Reasonable adjustments vs Unreasonable behaviour Workshop Session C - Reasonable adjustments vs Unreasonable behaviour

11:45 - 12:45

Workshop Session C - Rise of the robots Workshop Session C - Rise of the robots

12:45 - 13:45

Plenary Session 4 - Speaking truth to power Speaking truth to power

13:45 - 14:00

Closing Address Closing Address

AGENDA