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And they're off!

As LeO beds down, chief ombudsman Adam Sampson gives us the inside scoop on what went on at the business end of the phone lines

20 December 2010

There was some speculation about how the first few days and weeks at the Legal Ombudsman would fly. Once the consultation, design, planning, procurement, recruitment, training and testing – all the dry, dull but essential preparations for launch were done ‒ the new Legal Ombudsman has finally opened for business. And lots of business at that.

We had always anticipated that the office would be busy. But we did now know how busy. The best estimate was that some 80,000 people used contact the complaints bodies every year. So we set our expectations at 100,000 and installed systems which could handle up to 165,000. Demand is currently running higher than we anticipated – at about 120,000 a year – but these are very early days and once the initial burst of publicity which accompanied our launch dies away, we expect our workload to stabilise more at the levels we predicted.

With the few thousands of contacts flowing in already, we are starting to see some of the meat,...

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