Bespoke Training
Tailored Training, Built Around Your Organisation
At The Outcome Practice, we design bespoke training packages shaped around your organisation’s needs, priorities and real-world challenges. Whether you want to combine modules, tailor scenarios to your sector, or build a full development programme for different teams, we create training that feels relevant, practical and immediately usable.
- Tailored content built around your policies, complaint themes and organisational context.
- Flexible formats — mix and match half-day, full-day and multi-day modules to suit your teams
- Real-world scenarios designed from the challenges your staff face every day.
// Bespoke for your sector
Sector-Specific Complaint Handling Training for Organisations in England & Wales
Our bespoke programmes are tailored to the regulatory frameworks, complaint procedures and real-world challenges across Housing, Local Authorities, NHS, Primary Care, Police, Contact Centres and the Third Sector.
Our bespoke training supports teams with the realities of Stage 1 and Stage 2 complaints, and is aligned with the Housing Ombudsman’s Complaint Handling Code and PSOW Complaints Standards Authority. Scenarios reflect sector themes such as damp and mould, repairs delays, vulnerability and communication challenges, helping teams strengthen early resolution, investigation quality and resident trust.
Training is customised to reflect statutory duties, social care frameworks, safeguarding thresholds and local policies, and the scrutiny of bodies such as the Local Government & Social Care Ombudsman (England) and the Public Services Ombudsman for Wales (PSOW). Content supports consistent decision-making, effective oversight and fair outcomes in complex cases.
Our programmes can be adapted to both NHS England and NHS Wales complaint procedures, including the Duty of Candour, patient experience requirements and regulatory expectations around investigations and communication. We use healthcare-specific scenarios, support clinical and non-clinical complaints teams, and help staff produce clear, defensible responses that withstand internal, regulatory or Ombudsman review.
Training is tailored to the demands of operational policing and professional standards frameworks across England & Wales. We can align with expectations from the Independent Office for Police Conduct (IOPC) and the Police and Crime Commissioners, while also recognising how community concerns, vulnerability, and high-emotion contact impact complaints. Scenarios reflect real operational pressures for complaints dealt with in-force.
We adapt training to the sensitive nature of non-profit work, incorporating safeguarding duties, trauma-informed practice and the complexities of supporting vulnerable people. Content aligns with regulatory expectations for charities operating in both England and Wales, helping teams maintain trust, fairness and professionalism when handling concerns or service complaints.
Bespoke sessions can support high-volume teams, focusing on early resolution, managing expectations, triaging risk and handling frustration or distress. Training reflects sector-specific pressures—such as repeat contact, regulatory reporting expectations, and service standards applicable in both England and Wales—to help teams communicate confidently and reduce escalation.
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