Local Public Services - Complaints Management

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Civica Complaints Management for Local Public Services is designed specifically for the feedback case management needs of local authorities, social housing providers, social care providers, emergency services, and other local service providers. The solution covers statutory and corporate complaints, compliments, MP and Councillor enquiries, policy comments, service requests and other feedback.

An easy-to-use, cost-effective, and intuitive system, the solution makes it easy to capture, manage, and report complaints, comments, and informal feedback regardless of where and how the customer contacts the organisation.

Civica Complaints Management for Local Public Services enables you to roll out standard complaint management policies across your organisation. Additionally, collected data is organised to allow easy access to analysis, providing an efficient and convenient way to demonstrate service levels.

Our solution features enable:

  • Capture full accurate and standardised information
  • Streamline and automate your correspondence handling process by utilising individual workflows for differing departments
  • Empower external service providers to collaborate in the drafting of responses
  • Comprehensive management reporting to identify areas of concern, underperforming departments, or service providers


Duncan Ford,

Technical Projects officer,

Southwark Council

Over the last 10 years the volume of complaints has doubled, however we are able to provide the same quality performance with fewer staff, thanks to Civica’s Case Management software and support for our dedicated users

Global support

Civica Complaint Management can be deployed to support adherence to the complaint handling codes of the Housing Ombudsman, Scottish Public Services Ombudsman, Parliamentary Ombudsman and many other dispute resolution and regulatory bodies. The end-to-end case management flows also support the handling of formal enquiries and recommendations of Public Service Ombudsmen around the world.

Civica supports the complaint management needs of public services across Europe, United States, Canada, Australia, New Zealand, and Singapore.

If you would like to find out more about Civica Complaints Management for your organisation, contact us to book a demo.

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