Northern Ireland Public Services Ombudsman’s report: Building trust in public services at a time of challenge (24 October 2024)

Summary

The Northern Ireland Public Services Ombudsman has released its Ombudsman Report for 2023-24.

Commenting on its release, Ombudsman Margaret Kelly said:

“Resolving complaints as early as possible is much more effective and less costly than an elongated complaints process. In this report I am reflecting on the importance of improving and building public trust through robust investigation and meaningful learning from complaints. This has included the critical role of complaints as an early warning system in improving patient safety, the vital importance of complaints and engagement with local communities on the environment, and the importance of listening to complaints from some of the most vulnerable in our society, particularly those who may be experiencing housing difficulties.

More broadly this year we have also focused on introducing statutory complaints standards for public bodies. This is fundamental to improving trust in our public services. Mistakes and errors are unfortunately a part of life and can never be fully eradicated. However, together we must move from a culture which is sometimes defensive with a lack of openness towards a culture which values complaints as an opportunity to learn and prevent future harm.”

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