Repair by design
Services for public bodies, professional bodies, and community groups ready to act.
Services for public bodies, professional bodies, and community groups ready to act.
What services do we offer?
What services do we offer?
What services do we offer?
Address the Harm® helps organisations understand what their complaints are telling them - why they arise, what they reveal about practice and culture, and how to respond in a way that rebuilds trust rather than defending process. If your organisation is ready to look honestly at what you can't currently see, our services are the right starting point to help you understand why they're getting complaints - and what to do about it.
Address the Harm® helps organisations understand what their complaints are telling them - why they arise, what they reveal about practice and culture, and how to respond in a way that rebuilds trust rather than defending process. If your organisation is ready to look honestly at what you can't currently see, our services are the right starting point to help you understand why they're getting complaints - and what to do about it.
Corporate rates apply to Ltd, LLP, and PLC organisations. Charity rates apply to CIOs, CICs, and companies limited by guarantee. Public bodies are eligible for charity rates.
Corporate rates apply to Ltd, LLP, and PLC organisations. Charity rates apply to CIOs, CICs, and companies limited by guarantee. Public bodies are eligible for charity rates.
Corporate rates apply to Ltd, LLP, and PLC organisations. Charity rates apply to CIOs, CICs, and companies limited by guarantee. Public bodies are eligible for charity rates.
Understanding what your complaints are telling you
Understanding what your complaints are telling you
Training
Training
Most organisations have evaluation frameworks. What they rarely have is a way of linking those frameworks to their complaints — of understanding what the complaints reveal about what isn't being said, what isn't being seen, and what needs to change.
Our training programmes help public bodies, professional bodies, and public-facing organisations understand the anatomy of a complaint: how complaints arise, why organisations instinctively defend rather than listen, what restorative practice looks like in a complaints context, and what it takes to rebuild trust when something has gone wrong. Drawing on lessons from organisations that do this well — including from the private sector.
Not generic. Designed around your organisation, your complaints, and your context.
Half-day workshop — £1,500 / £750
Full-day programme — £2,500 / £1,250
Multi-session programme — £6,000 / £3,000
Most organisations have evaluation frameworks. What they rarely have is a way of linking those frameworks to their complaints — of understanding what the complaints reveal about what isn't being said, what isn't being seen, and what needs to change.
Our training programmes help public bodies, professional bodies, and public-facing organisations understand the anatomy of a complaint: how complaints arise, why organisations instinctively defend rather than listen, what restorative practice looks like in a complaints context, and what it takes to rebuild trust when something has gone wrong. Drawing on lessons from organisations that do this well — including from the private sector.
Not generic. Designed around your organisation, your complaints, and your context.
Half-day workshop — £1,500 / £750
Full-day programme — £2,500 / £1,250
Multi-session programme — £6,000 / £3,000
Most organisations have evaluation frameworks. What they rarely have is a way of linking those frameworks to their complaints — of understanding what the complaints reveal about what isn't being said, what isn't being seen, and what needs to change.
Our training programmes help public bodies, professional bodies, and public-facing organisations understand the anatomy of a complaint: how complaints arise, why organisations instinctively defend rather than listen, what restorative practice looks like in a complaints context, and what it takes to rebuild trust when something has gone wrong. Drawing on lessons from organisations that do this well — including from the private sector.
Not generic. Designed around your organisation, your complaints, and your context.
Half-day workshop — £1,500 / £750
Full-day programme — £2,500 / £1,250
Multi-session programme — £6,000 / £3,000
Helping you see what you can't currently see
Helping you see what you can't currently see
Organisations double down on complaints because they believe they've followed their process. But following a process isn't the same as resolving the harm. And when everyone is judged by KPIs, it's hard to be truthful about what isn't working.
Our advisory work helps organisations link their evaluation structures to their complaints — understanding not just how complaints are handled, but why they arise, what they reveal, and how long they take to resolve.
We help organisations control the controllables: treating complaints not as failures but as part of organisational learning, and making the complaints process itself a tool for rebuilding trust rather than a defensive mechanism.
Scoping and initial advisory engagement — £3,000 / £1,500 Pathway design and implementation support — £8,000 / £4,000
Organisations double down on complaints because they believe they've followed their process. But following a process isn't the same as resolving the harm. And when everyone is judged by KPIs, it's hard to be truthful about what isn't working.
Our advisory work helps organisations link their evaluation structures to their complaints — understanding not just how complaints are handled, but why they arise, what they reveal, and how long they take to resolve.
We help organisations control the controllables: treating complaints not as failures but as part of organisational learning, and making the complaints process itself a tool for rebuilding trust rather than a defensive mechanism.
Scoping and initial advisory engagement — £3,000 / £1,500 Pathway design and implementation support — £8,000 / £4,000
Organisations double down on complaints because they believe they've followed their process. But following a process isn't the same as resolving the harm. And when everyone is judged by KPIs, it's hard to be truthful about what isn't working.
Our advisory work helps organisations link their evaluation structures to their complaints — understanding not just how complaints are handled, but why they arise, what they reveal, and how long they take to resolve.
We help organisations control the controllables: treating complaints not as failures but as part of organisational learning, and making the complaints process itself a tool for rebuilding trust rather than a defensive mechanism.
Scoping and initial advisory engagement — £3,000 / £1,500 Pathway design and implementation support — £8,000 / £4,000
Advisory
Advisory
Did this actually work, for the people it was designed to serve?
Did this actually work, for the people it was designed to serve?
Independent Scrutiny
Independent Scrutiny
Evaluation frameworks start out well-meaning. But the person doing the evaluation is rarely required to look at what isn't there — at the complaints that reveal what the organisation can't currently see, and at the gap between what the framework measures and what people actually experienced.
Our independent scrutiny service reviews complaints processes and organisational responses — not to judge, but to help organisations understand what their complaints are telling them and what needs to happen next. Delivered by specialist consultants with sector-specific knowledge of the complaints landscape relevant to each client.
Single programme evaluation — £5,000 / £2,500 Programme review with recommendations report — £10,000 / £5,000
Ongoing specialist consultancy retainer — £1,500 per month / £750 per month
Evaluation frameworks start out well-meaning. But the person doing the evaluation is rarely required to look at what isn't there — at the complaints that reveal what the organisation can't currently see, and at the gap between what the framework measures and what people actually experienced.
Our independent scrutiny service reviews complaints processes and organisational responses — not to judge, but to help organisations understand what their complaints are telling them and what needs to happen next. Delivered by specialist consultants with sector-specific knowledge of the complaints landscape relevant to each client.
Single programme evaluation — £5,000 / £2,500 Programme review with recommendations report — £10,000 / £5,000
Ongoing specialist consultancy retainer — £1,500 per month / £750 per month
Evaluation frameworks start out well-meaning. But the person doing the evaluation is rarely required to look at what isn't there — at the complaints that reveal what the organisation can't currently see, and at the gap between what the framework measures and what people actually experienced.
Our independent scrutiny service reviews complaints processes and organisational responses — not to judge, but to help organisations understand what their complaints are telling them and what needs to happen next. Delivered by specialist consultants with sector-specific knowledge of the complaints landscape relevant to each client.
Single programme evaluation — £5,000 / £2,500 Programme review with recommendations report — £10,000 / £5,000
Ongoing specialist consultancy retainer — £1,500 per month / £750 per month
Not sure where to start?
Not sure where to start?
Not sure where to start?
If you are not sure which service fits your situation, start a conversation. We will tell you honestly whether and how we can help.
If you are not sure which service fits your situation, start a conversation. We will tell you honestly whether and how we can help.
If you are not sure which service fits your situation, start a conversation. We will tell you honestly whether and how we can help.
These services are not for individuals
These services are not for individuals
These services are not for individuals
We do not take on individual casework. We do not act as advocates for individuals in complaints processes. We do not provide legal advice. If you are looking for support as someone making a complaint, our signposting page is the right place to start.
We do not take on individual casework. We do not act as advocates for individuals in complaints processes. We do not provide legal advice. If you are looking for support as someone making a complaint, our signposting page is the right place to start.
We do not take on individual casework. We do not act as advocates for individuals in complaints processes. We do not provide legal advice. If you are looking for support as someone making a complaint, our signposting page is the right place to start.
© 2026 Address the Harm®️(CIO) (pending)
© 2026 Address the Harm®️(CIO) (pending)
© 2026 Address the Harm®️(CIO) (pending)