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Politics

Watchdog ‘stretched to limit’ amid deluge of complaints

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A PUBLIC services watchdog received a record 3,500 formal complaints last year – a 10% increase that is stretching resources to their limit, a Senedd committee has heard.

Michelle Morris, the public services ombudsman for Wales, warned her office has “reached capacity” with its staff having to queue new cases to manage the workload.

Appearing before the finance committee on Thursday (October 16), the ombudsman said her office is receiving increasingly complex cases that require resource-intensive investigation.

Ms Morris told Senedd Members: “We felt we were operating very close to capacity with the case numbers we experienced the year before and given the increases we’ve now seen last year on top of that, we really do feel that we’ve reached capacity with our current workforce.”

The ombudsman has requested a 5.4% budget increase, with 3% covering pay and price pressures – and the remaining 2.4% needed to cope with increases in demand.

Katrin Shaw, the ombudsman’s casework and legal director
Katrin Shaw, the ombudsman’s casework and legal director

Katrin Shaw, the ombudsman’s casework and legal director, warned of a “constant juggling act” to manage demand and told the committee: “We are fully stretched.”

She added: “As soon as we move resources to assist in one area, we are so stretched that we start seeing issues in another.”

Ms Shaw expressed concerns about the impact of artificial intelligence, with complainants using AI tools to write their submissions – leading to a surge in cases.

She pointed to the problem of premature complaints before an issue has been raised with a public body itself and AI tools giving incorrect information about the ombudsman’s powers.

While the average investigation time has improved to 53 weeks, Ms Shaw said she was “really concerned” about the number of “aged investigations” open for more than a year.

In 2019, the office was given powers to carry out wider “own-initiative” investigations – launching inquiries into homelessness and carers’ needs in 2022 and 2024 respectively.

Ms Morris suggested the next inquiry will focus on social housing, with a consultation in early November to confirm the topic and scope before a full investigation in the new year.

She told the committee: “What I’m minded to look at is the issue of social housing and the issue of disrepair, damp and mould in social housing, and particularly how that affects more vulnerable groups within our community.”

The ombudsman explained her office will seek views from public bodies, tenants’ associations and Senedd Members to “first confirm that is the right way to go”.

Ms Morris reflected on lessons learned from the first two major investigations, suggesting the next inquiry will have a tighter scope, targeted consultation and clearer engagement.

But her office warned such proactive investigations could be jeopardised if the budget is hit by a failure to pass the Welsh Government’s annual spending plans.

If not passed by the start of the financial year in April, funding for the ombudsman’s office would revert to 75% of last year’s budget – rising to 95% if not agreed by the end of July.

Finance director Heather Beynon warned of job losses in such a scenario, saying the office would not be able to absorb redundancy costs and would need to request further funding.

Finance director Heather Beynon
Finance director Heather Beynon

Ms Beynon told the committee the cuts would have an “adverse impact on the complainant experience”, leading to longer response times and less detailed consideration of cases.

She said: “Essentially, it wouldn’t allow us to achieve our strategic aims and objectives, we feel it would expose us to a significant risk, and it would take us a long time to recover from.”

Business

Cosheston Garden Centre expansion approved by planners

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PLANS to upgrade a garden centre on the main road to Pembroke Dock have been given the go-ahead.

In an application to Pembrokeshire County Council, submitted through agent Hayston Developments & Planning Ltd, Mr and Mrs Wainwright sought permission for upgrade of a garden centre with a relocated garden centre sales area, additional parking and the creation of ornamental pond and wildlife enhancement area (partly in retrospect) at Cosheston Garden Centre, Slade Cross, Cosheston.

The application was a resubmission of a previously refused scheme, with the retrospective aspects of the works starting in late 2023.

The site has a long planning history, and started life as a market garden and turkey farm in the 1980s, and then a number of applications for new development.

A supporting statement says the previously-refused application included setting aside a significant part of the proposed new building for general retail sales as a linked farm shop and local food store/deli in addition to a coffee bar.

It was refused on the grounds of “the proposal was deemed to be contrary to retail policies and the likely impact of that use on the vitality and viability of nearby centres,” the statement said, adding: “Secondly, in noting that vehicular access was off the A 477 (T) the Welsh Government raised an objection on the grounds that insufficient transport information had been submitted in respect of traffic generation and highway safety.”

It said the new scheme seeks to address those issues; the development largely the same with the proposed new garden centre building now only proposed to accommodate a relocated garden centre display sales area rather than a new retail sales area with other goods, but retaining a small ancillary coffee bar area.

“Additional information, in the form of an independent and comprehensive Transport Statement, has now been submitted to address the objection raised by the Welsh Government in respect of highway safety,” the statement said.

It conceded: “It is acknowledged that both the creation of the ornamental pond and ‘overspill’ parking area do not have the benefit of planning permission and therefore these aspects of the application are ‘in retrospect’ and seeks their retention.”

It finished: “Essentially, this proposal seeks to upgrade existing facilities and offer to the general public. It includes the ‘relocation’ of a previously existing retail display area which had been ‘lost’ to the ornamental pond/amenity area and to provide this use within the proposed new building and moves away from the previously proposed ‘farm shop’ idea which we thought had merit.

“This revised proposal therefore involves an ‘upgrading’ rather than an ‘expansion’ of the existing garden centre use.”

An officer report recommending approval said that, while the scheme would still be in the countryside rather than within a settlement boundary, the range of goods sold would be “typical of the type of goods sold in a garden centre and which could be sold elsewhere within the garden centre itself,” adding: “Unlike the recent planning application refused permission it is not intended to sell delicatessen goods, dried food, fruit and vegetables, pet products and gifts.”

It added that a transport statement provided had been reviewed by the Welsh Government, which did not object on highway grounds subject to conditions on any decision notice relating to visibility splays and parking facilities.

The application was conditionally approved.

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Business

Tenby Poundland site could become retro gaming lounge

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TENBY’S former Poundland and Royal Playhouse cinema could become a retro computer gaming lounge, plans submitted to the national park hope.

Following a takeover by investment firm Gordon Brothers, Poundland shut 57 stores earlier this year, including Tenby.

Prior to being a Poundland, the site was the Royal Playhouse, which had its final curtain in early 2011 after running for nearly a century.

The cinema had been doing poor business after the opening of a multiplex in Carmarthen; in late 2010 the opening night of the-then latest Harry Potter blockbuster only attracted an audience of 12 people.

In an application to Pembrokeshire Coast National Park, Matthew Mileson of Newport-based MB Games Ltd, seeks permission for a ‘CONTINUE? Retro Gaming Lounge’ sign on the front of the former Gatehouse (Playhouse) Cinema, White Lion Street, most recently used as a Poundland store.

The signage plans form part of a wider scheme for a retro gaming facility at the former cinema site, which has a Grade-II-listed front facade, a supporting statement through agent Asbri Planning Ltd says.

“The subject site is located within the settlement of Tenby along White Lion St. The site was formerly the Gatehouse Cinema and currently operates as a Poundland discount store, which closed on October 18.”

It adds: “This application forms part of a wider scheme for the change of use to the former Gatehouse Cinema. Advertisement consent is sought for a non-illuminated aluminium composite folded panel that will be bolted onto the front façade of the proposed building, in replacement of the existing signage (Poundland).”

It stresses: “It is considered that the proposed advertisement will not have a detrimental impact on the quality of the environment, along with being within a proportionate scale of the building. It is considered that the proposed signage will reflect site function.

“Furthermore, due to the sympathetic scale and design of the sign itself, it is considered that the proposal will not result in any adverse visual amenity impacts.

“The proposal is reduced in sized compared to the existing Poundland advertisement. The sign will not be illuminated. Given the above it is considered that such proportionate signate in association with the proposed retro gaming lounge is acceptable and does not adversely affect visual amenity.”

An application for a retro gaming lounge by MB Games Ltd was recently given the go-ahead in Swansea.

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Business

Llandeloy cottage crochet plans given the green light

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A CALL to change the use of a Pembrokeshire farm holiday cottage to a crochet workshop has been given the go-ahead by Pembrokeshire planners.

In an application to Pembrokeshire County Council, Mr and Mrs Evans of Lochmeyler Farm, Llandeloy, through agent Harries Planning Design Management, sought permission for a change of use of a self-catered cottage to a crochet workshop.

A supporting statement says the application, one of a number of historic farm diversification schemes on site “seeks to continue to evolve with current market demands,” the cottage proposed for the change of use once a former outbuilding that was originally converted in 1992 into “a well-established holiday let”.

It added: “Made by Margo is a well-regarded local business founded by Margo Evans, a passionate lifelong crafter who began knitting at a young age. Her company specialises in creating handcrafted, contemporary crochet products using high-quality natural materials.

“Accordingly, Margo is a highly sought-after teacher known for her popular crochet classes.  This proposal is motivated by a recognised need for a permanent space for the business, as to date the applicant has needed to use community halls or similar spaces to accommodate clients.

“Thus, the proposed change of use will secure a permanent space for these workshops and will future proof the business against the lack of availability of public spaces.

“Other alternatives have been considered with the cottage being the most viable option, particularly as demand has waned for holiday cottage post Covid-19. The holiday cottage, whilst once popular, is no longer in high demand, with visitors requiring more modern amenities and larger spaces which without significant investment, this holiday cottage is unable to provide.

“Consequently, the cottage’s change of use will diversify the farm’s revenue, while simultaneously providing a permanent base for a small rural business. While the primary customer base is local, the space may also help attract seasonal tourism and broaden the business’s appeal.”

It says the operation would be on a small scale, with a maximum of six people per class and a three day per-week schedule.

An officer report, recommending approval, said: “The provision of a workshop would have both social and environmental benefits for the applicant and local community through the provision of business and income generated from the operation.

“With regard to environmental impacts, positive environmental impacts would be achieved through the re-use of the building. Whilst the proposed location is in the open countryside, which is not a sustainable location, the proposed operation of the business is low scale.  It is considered that the number of trips would be of low frequency when compared to the potential number of trips that are generated from tourism.”

The application was conditionally approved.

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