Our strategy 2026 to 2031

Measuring our impact

Improving public services and building trust and accountability are central to our strategy. To do this, we will need to monitor our progress to make sure our activities have the greatest impact. We also want to be transparent and accountable for the work we are doing.

How?

Each year, we will publish our business plan and annual report. We will also review our strategy after three years. We have developed a new way to measure our impact by reviewing progress against our activities and assessing the difference they have made. This ensures that we are undertaking the right work to help us meet our aims and objectives and deliver the outcomes we want to see.

The table below provides an example of the type of data and evidence we will use to assess and monitor the objectives set out in the strategy. These measures will help us to review our approach based on insight and evidence so that we can understand what works, see if we are making a difference and adjust our approach where needed. By working in this way, we will be able to demonstrate where we have contributed to, helped improve, or directly improved public services over time.

	Impact	User experience	Awareness
Objectives	We will turn complaints data, user experience and wider evidence into high-quality insight, making it open and accessible to others.	We will transform how people access and experience our service, using digital tools and AI-enabled pathways to make it clearer, faster and more transparent at every stage.	We will reach, support and share the experiences of underrepresented complainants, working with partners and using targeted communication channels.
Outcomes we will deliver internally	Stronger and more compelling policy reports, submissions and communications.	A streamlined, accessible digital service and person-centred support.	A digital service that is supported by advocacy and advice organisations, and collates the stories of people who may face barriers to accessing justice.
How we will measure this	The extent to which stakeholders and the media engage with and act on our reports and recommendations.	The reduction in average case handling times.	The amount of data and insight we gather on the experiences of those who are underrepresented in our casework.
Outcomes we will contribute to externally	Stakeholders and partners actively use our evidence to shape debate and make improvements to public services	People understand, access and use our service with ease, regardless of their circumstances, capacity or prior knowledge.	Our service reaches underrepresented groups, reflects their experiences and drives system improvements for a wide range of people.
How we will measure this	By gathering case studies and qualitative evidence that demonstrate our role in driving positive systemic change.	By tracking responses to our surveys with service users.	By tracking our engagement with and from the groups we want to reach, how well our complaints represent the population, and where organisations have made changes.