Draft Public Service Ombudsman Bill laid in Parliament
- Also published by:
- Cabinet Office
A new complaints body will provide the public with greater confidence that their voices have been heard.
The draft bill sets out in detail how the government’s plans to introduce a new Public Service Ombudsman will make it easier than ever before to rectify complaints about a range of public services.
The new body will be more accessible to individuals who want to raise a complaint and will ensure lessons learned from across government are used to improve services for everyone.
The new proposals seek to bring together the responsibilities of the current Parliamentary and Health Service Ombudsman and the Local Government Ombudsman to create a new organisation with strengthened governance and accountability.
It will refine the process and improve access to the Ombudsman’s services as complaints can be made with or without the help of a representative and in a variety of formats to meet the digital age. It will provide important new powers to allow the new Ombudsman to work more effectively with an explicit role in championing improvements in complaints handling.
The Minister announced the draft Bill on a visit to the Local Government Ombudsman in Coventry where it was widely welcomed.
Minister for the Constitution, Chris Skidmore said:
This Government is determined to build a democracy that works for everyone - and in which everyone’s voice matters across the country.
That is why we are introducing a new Public Service Ombudsman to provide the public with greater confidence that their voices have been heard and their complaints taken seriously. Holding public services to account will ensure they are improved for everyone, and deliver a clear and secure democracy that everyone can have confidence in.
The Local Government Ombudsman and the Parliamentary and Health Ombudsman have issued a joint statement that welcomes the move. It says:
The creation of a single Public Ombudsman Service will make it easier for people to have their complaints about public services resolved. The current complaint system is too complex and fragmented, leaving people confused as to which ombudsman to turn to if things go wrong or haven’t been resolved locally.
We have long been urging the government for these reforms, and are delighted we are one step closer to making this a reality. We will be looking at the proposals carefully and look forward to working with the government to agree a practical and realistic timescale.
Latest News from
Challenging picture of care complaints played out in Ombudsman’s annual review19/09/2019 13:15:00
The Local Government and Social Care Ombudsman has found problems in nearly two out of every three adult social care complaints it has investigated in the past year.
Ombudsman criticises Worcestershire County Council’s complaints policy in special educational needs investigation12/09/2019 15:33:00
The Local Government and Social Care Ombudsman has criticised the way Worcestershire County Council dealt with a mother’s complaint about the lack of alternative education provided for her son, when mainstream school was no longer suitable for him.
Staffordshire fails to complete agreed remedy following Ombudsman complaint04/09/2019 13:05:00
The Local Government and Social Care Ombudsman has criticised Staffordshire County Council for failing to apologise to a woman in good time following an earlier investigation.
Dorset County Council leaves boy with special needs without proper education04/09/2019 12:05:00
A boy with autism was left without proper education for two years by the former Dorset County Council after it failed to provide him with appropriate alternatives when it became clear mainstream school was not suitable for him.
Family failed by Trust’s decision to remove specialist care, Ombudsman finds30/08/2019 09:15:00
Gloucestershire Care Services NHS Trust failed in its duty to provide good clinical care for a boy with a life-threatening condition, an investigation by the Parliamentary and Health Service Ombudsman (PHSO) has found.
Birmingham bin problems highlighted in Ombudsman report29/08/2019 16:15:00
From repeated missed collections to failing to return vulnerable people’s bins to the proper place, Birmingham’s refuse service has been criticised in a report by the Local Government and Social Care Ombudsman.
Lancashire family left in overcrowded conditions for more than a decade29/08/2019 15:15:15
A Lancashire mother of three, who also took on the care of her two grandchildren, had to sleep on a mattress in her living room for more than 10 years because the county council did not deliver the support it had agreed to.
Ombudsman welcomes Healthwatch report29/08/2019 09:15:00
The Local Government and Social Care Ombudsman has welcomed Healthwatch England's report, 'Creating a learning culture in social care'.