Politics
Watchdog ‘stretched to limit’ amid deluge of complaints
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, 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.

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.”
News
Stephen Kinnock appointed Secretary of State for Wales in Burnham Cabinet reshuffle
Stephen Kinnock has been named the new Secretary of State for Wales after Prime Minister Andy Burnham unveiled his first Cabinet reshuffle, replacing Jo Stevens following two years in the post.
The appointment comes as the new Prime Minister continues to shape his government after entering Downing Street, with the Wales Office among a number of departments seeing changes at ministerial level.
Mr Kinnock, the Labour MP for Aberafan Maesteg, takes over responsibility for representing Welsh interests at the Cabinet table and overseeing the UK Government’s relationship with the Welsh Government.
The 55-year-old has served in Parliament since 2015 and has held a number of ministerial positions. Before joining the Cabinet, he served as a minister in both the Home Office and the Department of Health and Social Care, where he was involved in immigration, public health and NHS-related policy.
He is also well known as the son of former Labour leader Neil Kinnock, one of Wales’ most prominent political figures, and former European Commissioner Glenys Kinnock.
Mr Kinnock replaces Jo Stevens, who has served as Secretary of State for Wales since 2024. During her tenure she worked on issues including economic investment, the transition to green energy, rail infrastructure and cooperation between the UK and Welsh Governments.
The change follows Prime Minister Andy Burnham’s first Cabinet reshuffle since taking office, with several senior ministerial appointments announced as he begins setting out the priorities of his new administration.
As Secretary of State for Wales, Mr Kinnock will be expected to play a key role in discussions over economic growth, energy, transport, the future of the steel industry, and constitutional matters affecting Wales. He is also likely to be heavily involved in negotiations between Westminster and Cardiff Bay as the Burnham Government develops its agenda.
His appointment will be closely watched across Wales, including in Pembrokeshire, where businesses, local authorities and public services will be looking for signs of how the new Government intends to deliver on its promises for investment, infrastructure and economic development.
Further announcements on the new Government’s programme are expected in the coming days.
News
Pembrokeshire households set for £45 electricity bill saving after VAT cut
Henry Tufnell welcomes Prime Minister Andy Burnham’s first cost-of-living measure, which will remove VAT from domestic electricity bills from October
HOUSEHOLDS across Pembrokeshire are expected to save around £45 a year after Prime Minister Andy Burnham announced that VAT will be removed from domestic electricity bills.
The UK-wide tax cut will reduce the VAT rate on household electricity from 5% to zero from October 1, in time to be reflected in the next Ofgem energy price cap.
The Government says energy suppliers will be expected to pass the full reduction on to customers, including households on fixed-price tariffs.
Henry Tufnell, Labour MP for Mid and South Pembrokeshire, welcomed the announcement and said rising energy costs had placed considerable pressure on families across the county.
Mr Tufnell said: “I know just how hard it’s been for so many people across Pembrokeshire struggling with high energy bills.
“It is fantastic to see immediate action from our new Prime Minister, focused on making life easier for people in Pembrokeshire.
“Cutting VAT on electricity will bring welcome relief to local families and shows that we have a Labour government on our side, taking swift action to ease the cost of living.”
The measure is one of the first policy announcements made by Mr Burnham since entering Downing Street.
Speaking on his second day as Prime Minister, Mr Burnham said the tax reduction was intended to provide households with immediate “breathing space” ahead of the winter.
He said: “Westminster has not been working for people for too long, with families struggling with the cost of living.
“That needs to change. I said I wanted to give people breathing space, and that’s what I’m announcing on my second day as Prime Minister.
“We’re taking immediate action to cut taxes on energy bills, put more money in people’s pockets and bring back hope.”
The Government estimates that removing VAT will reduce the annual Ofgem price cap by approximately £45 from October.
Ministers say this will be in addition to the £150 reduction in energy costs announced at the previous Budget.
Although the saving will apply across the UK, it could be particularly welcome in rural areas such as Pembrokeshire, where many households face additional transport, housing and heating costs.
The Government says the VAT reduction will initially be funded through the cancellation of the planned £1.8 billion Digital ID programme.
The electricity tax cut is expected to cost approximately £850 million during the 2026-27 financial year, although updated estimates will be published at the Budget.
Chancellor John Healey said: “For too long, too many people have struggled with the cost of living.
“Today’s energy tax cut will give families some breathing room on bills and provide some reassurance this winter.
“This measure is funded this year from cancelling the Digital ID programme, and it will help bring down inflation while supporting households in every postcode.”
Ministers estimate that the VAT cut could reduce CPI inflation by around 0.1 percentage points.
The relief will also apply to some small businesses that qualify for domestic energy VAT rates but are not VAT registered, along with eligible charities and residential care homes.
Further decisions on longer-term support for energy bills are expected to be announced alongside the Budget and an updated forecast from the Office for Budget Responsibility.
Local History
St Dogmaels chapel empty since 1993 to become home
PLANS to convert a former Pembrokeshire chapel, empty for more than three decades, to a home have been approved.
In an application submitted to Pembrokeshire Coast National Park, through agent Preseli Planning Ltd, Chris Jones and Sarah Lloyd sought permission for a change of use of the former Capel Bryn Salem chapel, Cippyn, St Dogmaels, to a dwelling, along with the installation of private foul water system and associated works.
The 1850-built independent chapel, some 1.5km from Poppit Sands, had fallen into disuse by 1993, but remains in a “generally intact and in a sound condition,” a supporting statement says.
It added: “Based on the fact that the building has been disused for at least 32 years it can be concluded that there is no longer a community need for the facility.”
The statement went on to say: “The building is largely intact, and the proposal mirrors its existing form. The scheme is sympathetic to the character and appearance of the existing building and would include comparatively minor works of re-roofing (maintaining the existing pitch and appearance).”
It finished: “It has been demonstrated that the retention of the building for community or commercial uses would not be viable. The proposed dwelling would contribute to the housing stock and accord with the strategy of the LDP2, to prioritise open market housing over holiday accommodation.
“The proposal would also contribute towards the provision of affordable housing through a commuted sum in line [with adopted policy].
“Furthermore, the proposed scheme is sympathetic to the character and appearance of the building and its setting and results in an appropriate and attractive form of development.”
The application was supported by St Dogmaels Community Council but concerns by members of the public were raised including the suitability of the existing access track and bridleway to serve a residential building and other access and highways issues, as well as impacts on neighbours and the effect of the proposal on the historic character of the former chapel and the surrounding landscape and potential land ownership issues.
An officer report recommending approval said: “During the determination of the application, amended plans and additional supporting information were submitted, including a revised Transport Management Plan, amended access arrangements, additional passing opportunities, ecological information and revised drainage details. These amendments were subject to further consultation.”
It added: “Whilst officers acknowledge the concerns expressed by neighbouring residents, matters relating to private legal rights, ownership of land, easements and other civil matters fall outside the remit of the planning system.”
The application was conditionally approved.
-
Health1 day agoWelsh Ambulance Service invites public to AGM and Board meeting
-
featured6 hours agoFrom a father-and-son project to an award-winning campervan business
-
Crime1 day agoWhat the Milford Haven School stabbing verdict really means
-
Crime1 day agoTeen cleared of attempted murder but guilty of GBH after Milford teacher stabbed
-
Business1 day agoPort appoints two new directors as energy and regeneration projects advance
-
Community9 hours agoHousehold Cavalry drum horse returns home to Pembrokeshire for final farewell
-
Entertainment1 day agoImperial Hotel announces four-day Bank Holiday celebration in Tenby
-
Community1 day agoPembroke Dock Fire Station invites community to Open Day








