Wiltshire Council Complaints
Transforming Complaint Handling
Wiltshire Council’s Complaints Team needed a system that reflected the way they worked. With increasing complaint volumes and tighter response times, the team required greater control over their case management, improved visibility, and less time spent on manual admin.
Learn how Wiltshire Council’s Complaints Team gained confidence in how complaints are recorded, managed, and reported.
Wiltshire Complaints Team Success with Iken Cloud
Complete Autonomy Over Case Management
Moving to Iken Cloud gave the Complaints Team full ownership of their system. They can manage cases, workflows, and changes independently, without needing to align with legal requirements or shared terminology.
Reduced Admin and Improved Productivity
Workflows and templates replaced repetitive manual tasks, helping the team reduce admin time and minimise the risk of data being entered incorrectly. This allowed officers to focus more time on investigating complaints.
Better Continuity and Team Visibility
Centralised case records mean any team member can quickly understand the status of a complaint. This has improved continuity during staff leave and reduced the time spent picking up ongoing cases.
More Reliable Reporting
The team now generates reports directly from workflow data, supporting annual reporting and scrutiny requirements. This has reduced manual handling and improved confidence in the accuracy of complaint data.
Moving from Shared Systems to Independent Working
The Complaints Team previously shared a system with legal services, which limited flexibility and slowed down change. Legal teams had different priorities around billing and matter management, while complaints handling required a separate focus. Changes to processes had to be agreed across teams, even when there was little overlap in day-to-day work.
Moving to a dedicated Iken Cloud system allowed the team to separate sensitive data, adopt terminology that suited complaints handling, and manage their own case management without delay. The team can now update workflows, templates, and processes as requirements change, without needing approval from another service area.
This independence has made it easier to respond to new guidance, adjust internal processes, and manage complaints in a way that reflects how the team actually works.
“We didn’t really have crossover with legal, and we didn’t need access to each other’s data… We’re not forced to run any changes by legal anymore.”
Jed Matthews
Wiltshire Council Complaints Team
Workflow-Led Case Management
Before moving to Iken Cloud, managing complaint volumes relied heavily on emails and manual tracking. Complaints often involve multiple parties, including residents, internal teams, and ombudsman services, which made it difficult to keep track of the latest status.
Workflow management is now central to how the team works. They have built structured processes that guide users through each stage of a complaint, capturing key information along the way. Templates and conditional steps support consistent responses while still allowing flexibility for more complex cases.
This approach has reduced admin time, improved visibility, and helped the team meet response times, even as deadlines have shortened. Workflows have also made training new staff simpler, as processes are clearly set out within the system.
“The workflow is the main thing for us. That’s what captures all of our KPIs… It’s flexible and you can design it to fit your team and your needs.”
Jed Matthews
Wiltshire Council Complaints Team
Supportive Implementation and Ongoing Confidence
Changing systems can be challenging, particularly for teams used to long-standing desktop software. Some staff were initially hesitant about moving to a browser-based system.
However, the implementation was managed in a way that supported both the technical and human side of change. Regular check-ins, clear communication, and structured training helped the team feel prepared and informed. Demonstrating workflows ahead of go-live gave users confidence that the system would support their work without adding pressure.
Since going live, the team has needed minimal support, but when issues have been raised, responses have been timely and well communicated. This approach has helped build confidence in the system and in the ongoing relationship with Iken.
“It wasn’t just about the technical side. Training and people were taken into account as well… When support is needed, they follow it through and keep in contact.”
Jed Matthews
Wiltshire Council Complaints Team
In conclusion
Wiltshire Council’s Complaints Team has strengthened its approach to complaints handling by moving to Iken Cloud. With a dedicated system designed around their processes, the team has reduced manual admin, improved case visibility, and gained greater confidence in reporting.
The flexibility of workflows and the quality of support have enabled the team to manage increasing demand while maintaining clear, consistent case management. With future developments on the horizon and a system that can evolve alongside changing requirements, the team is well placed to continue improving how complaints are managed across the council.
“We’ve reduced admin, improved accuracy, and we’re responding faster to complaints.”
Jed Matthews
Wiltshire Council Complaints Team
