The Report outlines the work undertaken by the office to support and promote diversity, equality and inclusion across all its functions.
The highlights of the year include:
- more impactful work to ensure that the service is accessible to all: In addition to ongoing work to improve the website and information resources, the office accepted just over 160 complaints other than in writing, a much higher number than last year (103). This year, 86% of complainants that took part in the Ombudsman’s survey said that it was easy to contact the office.
- strong results for awareness of and confidence in the office among the Welsh public: This year, 48% of people asked said that they knew about the Ombudsman – only a slightly lower proportion than last year. Positively, of all equality groups monitored, only people from diverse ethnic backgrounds were slightly less than average aware of the office.
- negative median and mean gender pay gaps: In addition, an ongoing trend is that women among the Ombudsman’s workforce consistently outnumber men, by a significant margin
- a big increase in the proportion of our staff with Welsh language skills: Between 26% and 28% of the Ombudsman’s staff this year were able to speak, read or write in Welsh fairly well or fluently.
- successful outreach events to raise awareness of the office: An estimated 1000 people visited the Ombudsman’s stand at the National Eisteddfod.
One of the key challenges remains that, despite increased outreach and communications activity, the Ombudsman has struggled to diversify the profile of people who use our service. Also, very few people continue to use the service in Welsh.
"We continue the work under our Equality Plan 2023-26 and our equality, diversity and inclusion work, focusing on areas where we can make and influence change.
I am delighted that we can report this year on some many examples of positive impact. However, there is still much work to do before our service is known and accessible to all who may need it.
As always, we will continue to support and promote diversity, equality and inclusion across the Public Services Ombudsman for Wales, ensuring that every voice is heard and valued."
Michelle Morris, Public Services Ombudsman for Wales.