We have reported the busiest year in the office’s 20-year history, with a record rise in complaints about public services and councillor conduct across Wales.
In our Annual Report for 2025-26, we say how our office received 4,507 duly made complaints across our public services and Code of Conduct remits – 27% more than last year, 47% more than three years ago, and three times as many as 20 years ago.
The increase was especially sharp in complaints about the public services people rely on every day. For the first time, we received more than 4,000 complaints about public services in a single year, reaching 4,183 – a 29% increase on 2024-25 and 50% higher than three years ago.
The largest increases came from the sectors that account for most of our casework. Complaints about Welsh health boards rose by 42% to 1,351. Complaints about local authorities rose by 27% to 1,704. Complaints about housing associations rose by 25% to 513.
Despite this unprecedented demand, our office also closed a record number of complaints – 29% more than last year and 43% more compared with three years ago.
Michelle Morris, Public Services Ombudsman for Wales, said:
“This is the clearest signal yet that pressure on public services continues to be felt by people across Wales. We are now receiving three times as many complaints as the office did 20 years ago, and this year’s increase is the sharpest we have seen. Behind every number is someone who has felt let down and is looking for answers, fairness and improvement."
Our office also continued to develop our improvement work across Wales. By the end of March 2026, all local authorities, health boards and 21 housing associations were operating under our model complaints policy, with the remaining few housing associations expected to comply by September 2026. To date, the office closed 20 own initiative investigations – where we can look into an issue without having received a complaint. The office also promoted widely 9 public interest reports published during the year, which highlighted serious failings in healthcare and social housing services.
In addition, despite the increase in casework, we have continued to promote the service to those most likely to need it and improve accessibility. The Report highlights that awareness of the office is now at its highest level, with 52% of the Welsh public aware of us. During the year, the office received 236 complaints over the phone, a key service designed to remove barriers for people who are less comfortable to complain in writing.
Michelle Morris added:
“As we look ahead, our priority is to make sure that our findings on casework continues to lead to stronger accountability, better complaint handling at a local level and real improvement for the people of Wales. The volume of complaints is a challenge, but it is also an opportunity: every upheld complaint, every early resolution and every recommendation can help prevent the same injustice happening again.”