The role of a cabinet member*
July 27, 2026Casework and complaints: how to represent your constituents effectively
Purpose of the Module
To understand the role of an elected member in representing their constituents including how to deal with casework and complaints, managing difficult situations, engagement with officers and potential conflict of roles.
Perfect for
Any newly elected member or anyone who wants a refresher on best practice in representing constituents.
Module Content
- Dealing with casework – best practice and advice
- How to manage interaction with constituents
- Where to direct complaints and other casework
- Your own Council’s procedures
- How members address concerns at service performance
- Dealing with personal and confidential information
- How members can use casework as an evidence base for change and challenge
- Scenarios to look at practical examples
I enjoyed the course and thought it covered everything. I am not sure how it could be improved
