Another update from the Luton low code team on building out a system for managing complaints and other feedback. Have seen this in action and it is really impressive. More impressive, in fact, than Kev’s joke.

Part of the difficulty is that complaints don’t sit under one neat set of rules. Different services follow different legislation, guidance and oversight, and different types of cases come with different expectations around how they’re handled.

There are also multiple organisations governing how we do this, from the Local Government Ombudsman through to service-specific bodies like Children’s Social Care. This means complaints cannot always follow one simple process.