2026 OA Conference: Learning, Innovation and Rising to the Challenge
From 9-11 June, colleagues from across the OA community came together in Glasgow for the #OAConference2026, Rising to the Challenge.
Across three days of keynote speeches, panel discussions, workshops and breakout sessions, delegates explored some of the most pressing issues facing ombudsman schemes today, from organisational learning and service improvement to AI, stakeholder engagement, trust and leadership.
More importantly, the conference created space for members to step away from the demands of day-to-day casework and reflect on a wider question: how can we continue to adapt, improve and learn from one another in an increasingly complex environment?
From ideas to implementation
While the programme covered a broad range of topics, a number of common themes emerged across sessions and discussions.
Delegates heard practical examples of how member organisations are using complaints and casework insights to drive improvement, exploring how learning can move beyond individual case resolution and influence organisational culture, policy development and service design.
Sessions focusing on innovation and technology generated particularly strong interest, with members sharing experiences of emerging tools, including AI, while recognising the importance of balancing innovation with fairness, transparency and public confidence.
Other discussions focused on strengthening trust, engaging effectively with stakeholders, supporting staff wellbeing and resilience, and developing services that remain responsive to the needs of those they serve.
Throughout the conference, members repeatedly returned to the value of learning from one another's experiences, challenges and successes.
What members told us
One of the strongest messages from our annual conference review was the importance members place on peer learning, practical organisational examples and implementation-focused discussions.
Delegates consistently highlighted the value of hearing how other organisations have approached common challenges, what worked in practice, and what lessons they would take back to their own schemes. Feedback included:
"The practical examples shared by speakers gave us real ideas we can take back and apply in our own organisation."
"It was reassuring to hear that many organisations are grappling with similar issues and to learn how others are responding."
"The conference struck a good balance between strategic thinking and practical implementation."
"The most valuable aspect was hearing directly from colleagues across the sector and being able to discuss challenges openly."
Members also expressed a desire for more opportunities throughout the year to continue sharing learning, examples of good practice and emerging thinking through OA Networks, events, podcasts and the newsletter.
Celebrating innovation across the membership
The conference also provided an opportunity to celebrate the achievements of members through the presentation of the 2026 OA Impact and Innovation Award, won by Josh Barnham (SPSO).
The award showcased the breadth of innovation taking place across the OA membership and reinforced a theme that ran throughout the conference: organisations across the sector are continually looking for new ways to improve outcomes, strengthen services and respond to changing expectations.
Looking ahead
If there was one clear takeaway from this year's conference, it was that members value opportunities to learn from one another.
Whether through conference sessions, network meetings, podcasts, newsletters or informal conversations, the willingness of members to share experiences and practical insights remains one of the OA's greatest strengths.
As we reflect on the discussions that took place in Glasgow, we will continue to explore ways of creating more opportunities for members to connect, share learning and build on the conversations that began at this year's conference.
Thank you to everyone who attended, spoke, sponsored, exhibited and contributed to making the conference such a success. We look forward to continuing the conversation throughout the year.
Presentation slides from the 2026 OA Conference
Presentation slides from speakers at the conference are now available on the OA Community (exclusive for OA Members only). You can access these under the '2026 OA Conference Presentation Slides (+ Summer Workshop)' via the Networking section (as shown below in the screenshot attached)
- Conference feedback (vox pops)
To capture the energy and insight from the event, we recorded a series of short #VoxPops with attendees, speakers, and first-timers. From favourite sessions to one-word reflections, these clips showcase what the conference meant to our community.
Hear key takeaways directly from attendees on:
💠 Public perception of fairness is as crucial as actual performance.
💠 Open discussions among Ombudsman services foster community learning.
💠 AI should enhance, not replace, the human aspect of complaint resolution.
💠 Transparency and public engagement are essential for building trust in services.
🔗Link to the Vox Pops: https://lnkd.in/e49FDhkB
🔗Link to the Conference recap video: https://youtube.com/shorts/vlfEPP2jIck
#RisingToTheChallenge #ConferenceHighlights #GuestsOfGlasgow