Support quality, independent, local journalism…that matters

From just £1 a month you can help fund our work – and use our website without adverts. Become a member today

The number of complaints made to the Public Services Ombudsman for Wales is at a record high, the organisation has said.

Figures released by the ombudsman for 2023/24 show a 37% increase in complaints about public services and councillors since 2019.

Of these complaints, 939 were about health boards – a 31% increase since 2019.

There were 1,110 complaints about local councils, up 28% over the last five years, while 380 complaints were made about housing associations – an increase of 47% over the same time period.

The Ombudsman is also responsible for investigating complaints about local councillors breaching the Code of Conduct.

Over 2023/24, the ombudsman’s office received 518 reports of councillors breaching the code of conduct, an increase of 16% from the previous year.

In total, 54% of new complaints were made against councillors at town and community councils, and 55% were about how councillors promoted equality and respect.

Across Wales, 56 public bodies comply with the ombudsman’s complaints standards, including 23 housing associations, and all health boards and local authorities.

Over the 2023/24 period, the body handled more than 10,000 cases.

Michelle Morris, the Public Services Ombudsman for Wales, said: “2023/24 has been our most efficient year.

“We dealt with more complaints than ever before, reduced the costs for each case and investigation and also successfully reduced our aging cases. Our investigation and support staff dug deep to meet this target.

“We have helped more people and have made a significant contribution towards improving public services in Wales. Our people are our most important asset and I have never been more proud of their hard work.”