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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

New facilities at Haverfordwest Target Shooting Club agreed

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A CALL by a Pembrokeshire shooting club for more disability-friendly facilities has been given the go-ahead by county planners.

In an application to Pembrokeshire County Council, Haverfordwest Target Shooting Club, through agent Andrew Sutton Architecture, sought permission for an extension to existing target shooting club building at The Firing Range, Withybush Road, Haverfordwest to improve accessibility and internal facilities, together with associated landscaping works.

A supporting statement said: “The club’s own published history states it was founded in 1968, moved from the Drill Hall to the old wartime airfield butts at Withybush by the early 1970s, and had developed facilities over time, including the clubhouse by 1999. The established leisure/community use has existed on the site for a number of years and the proposal does not seek to intensify the core activity beyond that already authorised/established.”

It added: “The primary objective of the scheme is to improve inclusive access to the club’s facilities for disabled users and those with reduced mobility. The internal arrangement will provide adequate entrance and lobby space, clear accessible routes and appropriately designed sanitary accommodation, including an accessible wetroom/shower and separate WC.”

It also said accessible parking and surfacing designed to provide a firm, even, slip-resistant route from parking to the principal entrance.

It added: “The Equality Act 2010 places duties on service providers to make reasonable adjustments so that people with additional access needs are not placed at a substantial disadvantage.

“The proposal is therefore a positive enhancement to a community/leisure facility and supports wider policy objectives for inclusive environments.”

It went on to say: “The club operates within a highly controlled environment, and the proposed works will maintain and enhance safety and security measures.”

The application was conditionally approved by planners.

 

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News

Watchdog criticises health board over £10m GP contract checks

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A HEALTH board has been criticised by Audit Wales after GP contracts worth more than £10m were awarded without sufficient due diligence checks.

Aneurin Bevan University Health Board allowed a GP partnership associated with eHarley Street Primary Care Solutions to take on eight GP contracts in south-east Wales, with a combined annual value of around £10.1m.

Audit Wales said the board should have carried out greater scrutiny before approving the arrangements, including checks on financial resilience, workforce plans, business risks and the partnership’s ability to manage several practices at once.

However, the watchdog found no evidence of fraud and noted the board was dealing with significant pressure in general practice, including vacant contracts and limited interest from other bidders.

The report said weaknesses in governance and scrutiny contributed to later disruption and uncertainty for patients and staff when problems emerged.

Concerns included financial and workforce pressures, unpaid invoices, and issues relating to tax and pension payments. Some contracts were later handed back, requiring the health board to step in to protect services.

Natasha Asghar MS, Welsh Conservative Shadow Cabinet Minister for Health and Social Care, said the findings were “deeply concerning”.

She said: “Patients and staff were left facing disruption and uncertainty because proper scrutiny was not carried out before these contracts were awarded.

“The Welsh Conservatives believe lessons must be learned to ensure robust checks are in place, protect frontline services and restore confidence in primary care across Wales.”

Aneurin Bevan University Health Board accepted the recommendations and said it had already strengthened its processes.

Audit Wales said the case highlighted the need for stronger checks before GP contracts are transferred, particularly when a single partnership is taking on multiple practices in a short period.

 

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News

Welsh Conservatives demand clarity over EHRC guidance in schools

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THE WELSH CONSERVATIVES have called on the Welsh Government to clarify whether new Equality and Human Rights Commission guidance will be implemented in schools across Wales.

Shadow education minister Sam Rowlands MS has written to Cabinet Minister for Education and the Welsh Language Anna Brychan MS following the UK Supreme Court ruling on the Equality Act.

Mr Rowlands said schools, teachers, governors and parents needed clear answers on how the guidance would apply in practice, including on single-sex spaces, safeguarding, changing facilities and sports participation.

He said: “Parents, teachers and pupils deserve clarity from the Welsh Government.

“Schools cannot be left in limbo while ministers avoid making a decision on such an important safeguarding and legal issue.

“The Equality Act applies in Wales, and schools now need clear guidance on what this means in practice.”

In his letter, Mr Rowlands asks whether updated guidance will be issued to schools in Wales, whether schools will be expected to amend existing policies, and what advice will be given to headteachers on safeguarding and compliance with the Equality Act.

He also asks whether the Welsh Government intends to diverge from the approach set out by the EHRC.

The letter says schools and parents require “clear and consistent guidance” to ensure the rights, dignity and safety of all pupils are respected.

 

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