As we start to develop our new strategy, which will set out our vision and objectives for the coming years, we want to hear from you and get your input.
Our strategic priorities
We want to deliver the greatest value for people who use our service. This strategy will set out what we want to achieve over the next three to five years and how we will make improvements to our service to do this. Our priorities are:
- increasing our impact on public service improvements
- improving people’s experiences when they use our service
- raising awareness of our service among those who need it most.
Increasing our impact
Helping to make public services better is at the heart of our strategy. We want to support organisations to learn from complaints and make changes to prevent repeated failings. We also want to identify the sometimes hidden causes of failings in public services and shine a light on how they can be changed.
By focusing our resources on cases where we can make the biggest difference, we’ll use our casework data to guide our work and deliver meaningful, long-lasting improvements.
Improving experiences
Our digital transformation will play a critical role in enhancing user experience and will increase our ability to meet a rising demand for our service. By streamlining our complaints process and introducing a self-serve portal, we’ll make it easier for people to track their complaints and receive resolutions faster. Improved communication channels will provide more ways to get in touch with us.
Raising awareness
To make our service more accessible, we will raise awareness of what we do and the impact of our work, and improve signposting to make it easier for people to find and use our service. We will connect with underrepresented groups who could benefit from our support, working closely with advocacy organisations and MPs to reach them.
Have your say!
As a public service, we think it is vital that we hear from you, our users.
- How do you think we can achieve our objectives?
- How can your experience of using our service help guide our improvements?
Please complete our survey so we can hear your thoughts on our strategic aims. It only takes a few minutes and will help shape our future.
The survey is open until 20 October 2025 and all responses will be anonymous.
We also have an Easy Read version of our survey that you can complete, alternatively this can be downloaded as a PDF.
A word version of our survey can be downloaded.