This has been a year of significant achievement and transition for the Parliamentary and Health Service Ombudsman. I am proud of the progress we have made during my time as Acting Ombudsman and am delighted to welcome Paula Sussex as our new Ombudsman and Chair.
Championing justice
The strategic importance of our work has never been more evident. Our spotlight report on the Windrush Compensation Scheme demonstrated how we work to ensure that public services provide the right result for some of the most disadvantaged communities. The report was also important in highlighting how compensation schemes need to be user-focused and fair in order to avoid compound injustice for members of the public.. As a result of our investigations, the Scheme agreed to reconsider cases where we had seen signs of mistakes and pay compensation to those affected. The outcomes for these complainants remind us of why our work matters.
We also continued to monitor the Government’s response to our investigation into communication by the Department for Work and Pensions of changes to women’s State Pension age. While we welcomed the Government’s apology in December to the women affected, we were disappointed that our recommendations were not accepted in full. We remain committed to engaging with DWP as they develop their action plan to address our findings.
Driving change in the NHS
Patient safety has remained at the forefront of our work in an important year for shaping the future direction of the NHS. We fed into Lord Darzi’s independent investigation of NHS performance. Our data featured in the final report, highlighting the significant increase in the number of health complaints that have come to the Ombudsman over the past decade. This is a stark indicator of the challenges facing our health service and demonstrates the value of the rich data we hold in the complaints that come to us.
Building a digital Ombudsman service
We have made significant progress in modernising how our organisation operates. We established a Digital, Data and Transformation function which will lead exciting and innovative work in this space. We have also set out ambitious proposals for a digital ombudsman service that will enhance how we engage with complainants and the organisations we investigate.
Strengthening Parliamentary engagement
We have deepened our engagement with Parliament and MPs. At our Manchester office, we hosted new members of the Public Administration and Constitutional Affairs Committee (PACAC) which scrutinises our work. We also:
- produced updated guidance for MPs and their constituents
- delivered workshops
- hosted a drop-in event in Parliament.
These efforts have helped strengthen the crucial relationships that allow us to carry out our role effectively.
Looking ahead
It has been a great honour and a privilege to lead PHSO as Acting Ombudsman. I want to thank our Board and Executive Team for their advice and support and every colleague at PHSO for their commitment and hard work over the last year. As we look ahead to 2025 to 2026, we are in a strong position to build on our achievements under Paula’s leadership.
The foundations we have laid will allow us to further enhance our service and expand our impact. I am confident that together we will continue to champion the power of complaints and drive meaningful improvements in public services.
Read the full Annual report