This is an extract from our Annual report 2022-23. The information below sets out our key achievements for the year, the first year of the new 2022-25 corporate strategy.
Key facts
Introduction
Demand for our service continued to be above pre-pandemic levels this reporting year (20% higher than 2018-19). Despite this, we have reduced the queue of cases waiting to be considered from 2,200 to 1,050, substantially below forecast levels.
Work continues to become an even more modern and effective ombudsman service. This year we started a transformation programme that will bring digital and other innovations to how we work.
The skills and expertise of our people are critical to success. We have continued to invest in their development as well as bringing in new talent. Following extensive staff consultation, we put in place a new hybrid working model from January 2023, enabling greater flexibility while maintaining the benefits of working together in person.
Building on achievements from previous years, we launched an ambitious new strategy for 2022-25. It sets out a clear vision to be a voice for improvement in public services.
Read on to find out how we performed against each of our three strategic objectives or download a pdf of our Annual report 2022-23 [PDF 2MB].