Ombuds Day 2024: Reflections of the ‘Guide to Ombudsman Offices in the UK’
Charlee Boon, Communications Manager, shares her reflections on the OA Guide to Ombudsman Offices in the UK, maximising the reach and influence of Ombudsman Offices and shaping industry conversations.
For #OmbudsDay2024, the Ombudsman Association decided to do something a little bit different compared to previous years and took a new approach to regular Ombudsman activities by launching a new resource: the Guide to Ombudsman Offices in the UK. This project was inspired by a similar Guide produced by members in the Republic of Ireland Ombudsman_Offices_in_Ireland.pdf (coimisineir.ie)). Donal raised the possibility of creating a UK-focused version, to be an accessible, electronic brochure, designed to be shared widely online and available in print for events with Parliamentarians, stakeholders, and the public.
With an enthusiastic nod from our members, both Donal and Charlee led the charge to bring this resource to fruition, targeting a release date aligned with Ombuds Day, 10th October 2024. Fast forward to now, we’re thrilled to report that the Guide has been met with widespread positive feedback and substantial engagement, demonstrating its value to audiences across the board. Given the tight deadlines, we extend our sincere thanks to our members and our designer for their incredibly helpful feedback and contributions.
The Guide to Ombudsman Offices in the UK represents a meaningful step forward in fostering a clearer understanding of the Ombudsman landscape in the UK. This easy-to-use resource highlights the role of an ombudsman and the areas that UK Ombudsman Offices operate in. By outlining these services and helping readers effectively access redress, the guide underscores the Ombudsman Association’s commitment to promoting fairness, transparency, and accessibility across the sector.
The Guide’s launch has made a strong impact, with social media engagement surpassing expectations. LinkedIn activity alone showed remarkable interest with 12,571 impressions, 872 clicks, 206 reactions, 57 reposts, and a 9.15% engagement rate, indicating strong visibility – these statistics are expected to continue their growth over time. This high engagement emphasises recognition of the Guide’s value and the importance of making ombudsman services more widely understood.
Since publishing the Guide, the OA has actively engaged with stakeholders, with the CEX meeting the Head of Engagement at the House of Commons Library to discuss strategies for reaching MPs and their staff. As a result, the OA has been invited to present at the monthly ‘MP Staff Casework Forum’ to provide an overview of the ombudsman landscape. Additionally, the CEX will be presenting at the Citizens Advice ‘Financial Capability Network’ meeting and the Consumer Empowerment Alliance (CEA) coffee morning, further strengthening outreach and understanding of the Ombudsman landscape, and providing further opportunities to promote the Guide. Additionally, the CEX and Communications Manager met with the Head of the National Trading Standards Scams Team, also the founder of ‘Consumer Friend’ where the Guide will be published on their website and spoken about in the Consumer Friend Podcast which the CEX will appear on in January/February 2025.
That emergence of these opportunities is a positive indicator that the Guide was a step in the right direction. In highlighting the essential role of Ombudsman offices in handling complaints independently, the Guide reinforces the important role that each Ombudsman plays within society. Hopefully, this guide will increase awareness among the public, providing clarity on how to navigate the complaints process in a simple and easy way.
Our aim is to share the guide as widely as possible, ensuring it reaches the right people at the right time to support them with their complaints and issues. Please support us by sharing the Guide with colleagues, stakeholders, service users or anyone who might benefit from a clearer understanding of the ombudsman landscape in the UK – to maximise its impact in connecting individuals with the right organisations for their complaints.
You can now access the guide here: Guide to Ombudsman Offices in the UK and search #OmbudsGuideUK on social media.