The Ombudsman’s Annual report and accounts 2025 to 2026 (14 July 2026)

Summary

The Parliamentary and Health Service Office (PHSO) Annual report and accounts 2025 to 2026 give details of PHSO's performance over the past 12 months, including financial reports and statistical information about the complaints they receive.

Content

PHSO aims for 2026 to 2031 are:

• impact: to drive meaningful improvements and system-level changes in public services
• user experience: to provide an accessible, timely and person-centred complaints process
• awareness: to be a recognised and influential voice in improving public services.

The impact strand is underpinned by our core policy framework for public service improvement in the following areas:

• design: public services are designed around the people who use them
• communication: public services communicate in an open, empathetic and effective way
• complaint handling: public services provide an effective complaints service
• learning from complaints: public services actively learn from complaints to drive continuous improvement.