Public service ombudsman

The government aims to ensure that it is simple and straightforward for citizens to complain about public services, and that public sector organisations respond quickly and effectively to complaints. Public organisations should also use the information that they receive from complaints to improve their services.

In 2014 the Minister for Government Policy commissioned the Gordon report. This examined whether the current public sector ombudsman sector is best for citizens and Parliament, and whether it provides value for money. As providing public service becomes more complex and crosses boundaries across eg social care health care and local government, a single organisation could provide a clearer path for complainants, and help to improve services.

The Gordon report explains the case for reform of the current ombudsman sector. It recommends creating a new Public Service Ombudsman (PSO), bringing together the existing jurisdictions of the Parliamentary and Health Service Ombudsman (PHSO), Local Government Ombudsman (LGO) and Housing Ombudsman (HO). The report highlighted the opportunity for an improved customer experience (through an integrated service) and the opportunities to improve public service systems.

The government welcomes this report and the recommendations. This consultation aims to provide a further opportunity to test this proposal and the principles underpinning it. It seeks the customer perspective on what any new ombudsman service should provide, as well as how those services should be provided. Responses to this consultation will inform plans for future legislation changes.