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We are delighted to launch full registration of this year's OA conference 'Impact and Value in a time of finite resources'.

We hope you will be able to join us at The Bristol Hotel in Bristol City Centre to discuss the key issues facing the sector.

The conference starts with a networking dinner on 11 June, and we have an exciting programme and slate of speakers lined up over 12-13 June (see below).

A copy of the programme is available to download below.

2024 Conference Programme
PDF 1.67 MB


Presentation by Richard Blakeway, Ombudsman Association Chair

Panel session on what the key issues are for the public and what will be in the 'in-tray' of incoming Governments in both the UK and Ireland ahead of General Elections, with Fiona Rutherford, JUSTICE; Dom Wood, 1625 Independent People; Dr Salome Mbugua, Akidwa; and Karen Bowers, Bristol Law Centre.

A1 - Access to justice

Update on plans to improve access to the civil justice system and ADR in the UK, including the UK Ministry of Justice’s proposals, changes to ADR Regulations by the UK Business Department, and the Law Society’s ‘21st Century Justice’ proposals.

A2 - Outreach: Engaging under-represented groups

Presentations on how ombudsman schemes are undertaking community outreach, virtual outreach, and community engagement programmes, particularly in Australia and New Zealand. 

*FULLY BOOKED* A3 - Delivering with limited resources

Session on what organisations can do when their own resources are tight, to balance KPIs and Quality, and prevent public confidence being eroded.

Session on implementation science and getting evidence into policy, with presentations from Prof Annette Boaz (Kings College) and Janine Young (Energy & Water Ombudsman from New South Wales)

*FULLY BOOKED* B1 - Measuring Impact

Session on how members can measure impact, with a presentation from PSOW on the tools, technique, and data they are utilising. 

B2 - Compliance

Roundtable style session to draw out how members ensure compliance, exploring the variation in different approaches and processes in relation to binding decisions, moral suasion, trust, and working with regulators / enforcement bodies.

B3 - Staff retention

Roundtable style session on the challenges members are facing in retaining staff, including financial constraints, and the potential solutions.

Presentation from Gary Broderick (Saol) on recognising vulnerability and using trauma awareness to provide a more effective service.

Session on driving / delivering cultural change with presentation from Alys Carlton, Chair of the Football Association of Wales and Dr Gabriel Scally.

C1 - Human Factors

Presentation from Dr Laura Pickup on understanding human and organisational performance, to determine the issues that are causing mistakes and acting as barriers to learning in a way that supports rather than assigns blame. 

C2 - Learning lessons from a cyber-attack

Presentation from Jon Fryer, British Library, on recovering from a cyber-attack and the lessons learnt.

*FULLY BOOKED* C3 - Navigating the complexity of vulnerability

Interactive session with Chris Gill on practical tools to identify vulnerability and support complainants.

Presentation on how Generative AI works, the current issues, and what the future holds.

Summer Seminar - Generative AI: Utilising technology

Seminar to discuss how generative AI can be utilised to support staff to focus on decisions and added value.

Venue information

Following the success of 2023's city centre conference, The Bristol Hotel is located in the heart of Bristol city centre, approx. 17 minutes' walk from Bristol Temple Meads Station or a few minutes' by taxi.  Bristol Airport is approx 20-25 minutes away by taxi or you could catch the Bristol Airport Flyer bus which takes around 30 minutes and can be pre-booked at

For those of you travelling by train from London, Great Western Railway are offering reduced rail fares for delegates travelling to Bristol from eligible Great Western Railway stations including London Paddington. Please visit the link for more details.

The conference dinner on Wednesday 12 June will be held at Brunel’s SS Great Britain, one of the most important historic ships in the world.  Offering an impressive historical background and a unique dining experience.


Pricing Schedule from 15 April 2024



Option A - Full Residential Conference Attendance: 2 days conference, 2 nights’ accommodation, Networking dinner (Tuesday) and Conference dinner (Wednesday)



Option B - Full Conference Attendance: 2 days conference, 1 night accommodation (Wednesday), Conference dinner



Option C - Half Conference Attendance: 1 day conference, 1 night accommodation, 1 dinner**



Option D - Two Day Dining Delegate: 2 days conference, Conference dinner



Option E - Two Day Delegate: 2 days conference



Option F - Single Day Delegate: 1 day conference attendance** (select which day on registration)



Option G - Single Day Dining Delegate: 1 day, Conference dinner** 



* All prices shown are exclusive of VAT


In order to book your places, please click 'Register' and select your package and breakout session choices.  Invoices (or quotes where required) for those delegates who did not pre-book via the Early Bird Pre-Booking form before 28 March, will be issued separately following submission of the registration(s).

Each delegate attending must register separately to provide their information and choose their breakout sessions.

For those of you who would also like to attend the Summer Seminar, taking place after lunch on Thursday, 13 June, you can select this session when you register.

Register for conference