UK | Inclusion and accessibility are in the spotlight as the Public Services Ombudsman for Wales publishes a new thematic report, ‘Equality Matters.’

Drawing on a review of the Ombudsman’s cases closed between April 2023 and September 2024, the report sheds light on recurring themes related to the difficulties people have faced in accessing public services in Wales.

Among the key themes and learning points highlighted in the report is the lack of reasonable adjustments for individuals with specific needs, such as learning disabilities, severe mobility issues, or autism and dyslexia. The report also notes challenges arising from poor communication with people who have language needs or sensory loss.

The thematic report makes several recommendations for all public bodies in Wales, focusing on improving inclusion and accessibility across public services. 

The Ombudsman explained: "Equality Matters’ reflects the real-life challenges people in Wales face in accessing public services. While we do not determine breaches of human rights or equality duties, our findings highlight areas where equality and fairness can be strengthened.

Over recent years, my office has shared information about cases in which equality and human rights implications have been considered in an annual Equality and Human Rights Casebook. However, some equality and human rights themes continue to appear in our casework, despite being previously highlighted. This is why, this year, we have changed the format from a casebook to a thematic report. By addressing systemic issues and learning from positive examples, we aim to ensure fair treatment for all." 

The thematic report can be found on the institution's webpage and in the download section below.

Source: The Office of the Public Service Ombudsman for Wales, UK