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Annual Report of the Public Services Ombudsman for Wales
The Ombudsman for Wales has published today its Annual Report & Accounts for 2023/24, which shows a staggering 37% increase since 2019 in the number of new complaints received about public services and the behaviour of local councillors.
2023/24 marks the Ombudsman Wales’ most efficient year – the office handled over 10,000 cases, closing more than they have ever have done before and reducing the costs for each case and investigation. The office also successfully reduced their aging cases, those over 12 months old, by 70%, by the end of the year. These cases are often the most complex and distressing for the people making the complaint. The Ombudsman Wales is now well on track to meeting the objective to complete all of these older cases by the end of March 2025.
Complaints about public services
During 2023/24, the Ombudsman received:
- 939 complaints about Health Boards, a 31% increase over the past five years
- 1,110 complaints about Local Councils, a 28% increase over the last five years
- 380 complaints about Housing Associations, a 47% increase over the last five years
Clinical treatment in hospital remains the subject of the highest number of complaints, making up 44% of all health complaints.
The Ombudsman found that something had gone wrong and intervened in 20% of those cases, a 52% increase over the last five years. 3 out of 4 times, the Ombudsman intervened by proposing Early Resolution, to deliver justice quickly without the need for a full investigation.
In addition, this year the Ombudsman issued 8 public interest reports on some of the most serious complaints; these related to healthcare and the provision of gypsy and traveller accommodation.
Organisations complied with 97% of the Ombudsman’s recommendations due during the year.
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Source: Ombudsman Wales
