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Annual report 2025 to 2026: meeting record demand, driving lasting change
psussex
Tue, 07/14/2026 - 10:39
This, my first year as Parliamentary and Health Service Ombudsman, has seen an operational challenge for my Office in the form of a significant increase in complaints about health and government services. Demand for our service has risen to record levels, with more people than ever turning to us after feeling let down by health and government services. This annual report sets out how we have started to respond to that challenge as well as finalising a detailed plan for what we will achieve over the next few years.
Rising demand and what it tells us
Behind every complaint is a person who feels let down by a public service. That matters. And the problems people bring to us can reveal patterns and systemic failures that, if left unaddressed, will keep causing harm and eroding trust. I hold a strong conviction that complaints are not a problem to be managed - they are a rich source of intelligence that public services cannot afford to ignore. Used well, that evidence can drive real and lasting change.
Our strategy for the years ahead
Our job is not just to put things right for individuals - though that remains central to everything we do - it is to use what we learn to make public services work better for everyone. This year, we published our strategy for 2026 to 2031. Shaped by colleagues, the public, Parliament, MPs and complaint handlers, it sets out how we will increase our impact over the next five years.
Data is central to delivering that strategy. We have invested in new analytical tools and capability to help us identify systemic risks earlier and spot emerging patterns across our casework. We have deepened our partnerships with health regulators, audit bodies and other ombudsman schemes. And I have met with almost 200 MPs this year, because I want Parliament to see us as a vital source of insight on what citizens are experiencing.
A new name for a new chapter
This year also marked an important moment for our identity: we are preparing to change our name to the Public Service Ombudsman. Based on research and testing with the public and our colleagues, the new name better reflects what we do and will help more people find and use our service when they need it.
Looking ahead
There is a great deal to be proud of, and I am grateful to every colleague for their dedication during a year of significant change. We have made real progress, and with our new strategy in place I am confident that the years ahead will see us build something that can help address the challenges of modern public service.
Explore the full annual report to see what we’ve achieved and where we’re headed.
14 July 2026
By Paula Sussex Parliamentary and Health Service Ombudsman
This, my first year as Parliamentary and Health Service Ombudsman, has seen an operational challenge for my Office in the form of a significant increase in complaints about health and government services. Demand for our service has risen to record levels, with more people than ever turning to us after feeling let down by health and government services. This annual report sets out how we have started to respond to that challenge as well as finalising a detailed plan for what we will achieve over the next few years.
Rising demand and what it tells usBehind every complaint is a person who feels let down by a public service. That matters. And the problems people bring to us can reveal patterns and systemic failures that, if left unaddressed, will keep causing harm and eroding trust. I hold a strong conviction that complaints are not a problem to be managed - they are a rich source of intelligence that public services cannot afford to ignore. Used well, that evidence can drive real and lasting change.
Our strategy for the years aheadOur job is not just to put things right for individuals - though that remains central to everything we do - it is to use what we learn to make public services work better for everyone. This year, we published our strategy for 2026 to 2031. Shaped by colleagues, the public, Parliament, MPs and complaint handlers, it sets out how we will increase our impact over the next five years.
Data is central to delivering that strategy. We have invested in new analytical tools and capability to help us identify systemic risks earlier and spot emerging patterns across our casework. We have deepened our partnerships with health regulators, audit bodies and other ombudsman schemes. And I have met with almost 200 MPs this year, because I want Parliament to see us as a vital source of insight on what citizens are experiencing.
A new name for a new chapterThis year also marked an important moment for our identity: we are preparing to change our name to the Public Service Ombudsman. Based on research and testing with the public and our colleagues, the new name better reflects what we do and will help more people find and use our service when they need it.
Looking aheadThere is a great deal to be proud of, and I am grateful to every colleague for their dedication during a year of significant change. We have made real progress, and with our new strategy in place I am confident that the years ahead will see us build something that can help address the challenges of modern public service.
Explore the full annual report to see what we’ve achieved and where we’re headed.
| # | Наименование новости | Тональность | Информативность | Дата публикации |
|---|---|---|---|---|
| 1 | Our new strategy for 2026 to 2031 | 0 | 11.86 | 21-04-2026 |
| 2 | Complaint Champions: raising awareness of our service within the Deaf community | 0 | 7.17 | 26-02-2026 |
| 3 | Showing our workings: solving for growth, risk and trust | 0 | 6.7 | 01-01-1970 |
| 4 | Prioritising patient safety | Winter 2026 | 0 | 12.98 | 30-01-2026 |
| 5 | 415 тысяч обращений пришло омбудсмену в 2025 году | 0 | 13.6 | 05-08-2026 |
| 6 | Councils raise alarm over Local Government Reorganisation delivery challenges | 0 | 7 | 07-07-2026 |
| 7 | Digital resilience offers antidote to NHS IT outages currently disrupting tens of thousands of patient interactions, FOI data suggests | 0 | 6 | 16-07-2026 |
| 8 | Bundesministerium für Digitales und Staatsmodernisierung übernimmt Schirmherrschaft für Open Source Wettbewerb 2026 | 5 | 7 | 16-06-2026 |
| 9 | NHS Alliance calls for children’s mental health target over treatment gap | 0 | 5.17 | 21-04-2026 |
| 10 | Open Source Wettbewerb für die öffentliche Verwaltung startet | 2 | 6 | 03-03-2026 |