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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.”

 

News

Welsh peace campaigner removed from court during Palestine protest case

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Concerns raised over use of terrorism laws against silent sign-holders as Welsh activist among those ejected from London hearings

A WELSH peace campaigner was among several protesters removed from court by security staff this week as plea hearings continued for people charged under terrorism legislation for holding pro-Palestine signs.

Angie Zelter, aged 74, from Knucklas, appeared at Westminster Magistrates’ Court in London on Monday as part of mass proceedings linked to the Government’s ban on Palestine Action.

Campaigners say hundreds of people across the UK – including some in Wales – have been charged under Section 13 of the Terrorism Act 2000 after quietly holding handwritten signs reading: “I oppose genocide. I support Palestine Action.”

Zelter, a long-time anti-war activist and founder of Trident Ploughshares, attempted to read a prepared statement criticising the prosecutions before being escorted from the courtroom, according to supporters.

She told the court she did not accept being labelled a terrorist for what she described as peaceful protest and opposition to the war in Gaza.

Outside the building, fellow campaigners said she had sought to argue that international law and freedom of expression should protect non-violent dissent.

Also removed from the hearing was Tim Crosland, co-founder of Defend Our Juries, who said he had tried to raise legal objections to the charges before being asked to leave.

Arrests nationwide

Organisers of the “Lift The Ban” campaign claim nearly 3,000 people have been arrested across Britain since late 2025 for taking part in silent vigils, with several hundred now facing prosecution. The offences carry a maximum sentence of six months in prison.

The group argues the legislation is being used to criminalise peaceful protest. It is calling on the Government to lift the ban on Palestine Action and to change its stance on military cooperation with Israel.

However, ministers have defended the proscription, saying the organisation has been linked to criminal damage and disruption at sites connected to defence manufacturing.

Welsh perspective

While most hearings are taking place in London, campaigners say demonstrators in Wales have also taken part in sign-holding protests.

Civil liberties advocates have warned that applying terrorism laws to non-violent protest risks setting a troubling precedent.

For many in mid Wales, the sight of a pensioner from rural Powys being removed from a courtroom has sharpened debate over where the line lies between legitimate protest and criminality.

Further hearings are scheduled in the coming weeks, with more defendants from across the UK expected to appear.

 

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Business

Bid to convert office space into chocolate factory, salon and laundrette

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A CALL for the retrospective conversion of office space previously connected to a Pembrokeshire car hire business to a chocolate factory, a beauty salon and a laundrette has been submitted to county planners

In an application to Pembrokeshire County Council, Mr M Williams, through agent Preseli Planning Ltd, sought retrospective permission for the subdivision of an office on land off Scotchwell Cottage, Cartlett, Haverfordwest into three units forming a chocolate manufacturing, a beauty salon, and a launderette, along with associated works.

A supporting statement said planning history at the site saw a 2018 application for the refurbishment of an existing office building and a change of use from oil depot offices to a hire car office and car/van storage yard, approved back in 2019.

For the chocolate manufacturing by ‘Pembrokeshire Chocolate company,’ as part of the latest scheme it said: “The operation comprises of manufacturing of handmade bespoke flavoured chocolate bars. Historically there was an element of counter sales but this has now ceased. The business sales comprise of online orders and the delivery of produce to local stockist. There are no counter sales from the premises.”

It said the beauty salon “offers treatments, nail services and hairdressing,” operating “on an appointment only basis, with the hairdresser element also offering a mobile service”. It said the third unit of the building functions as a commercial laundrette and ironing services known as ‘West Coast Laundry,’ which “predominantly provides services to holiday cottages, hotels and care homes”.

The statement added: “Beyond the unchanged access the site has parking provision for at least 12 vehicles and a turning area. The building now forms three units which employ two persons per unit. The 12 parking spaces, therefore, provide sufficient provision for staff.

“In terms of visiting members of the public the beauty salon operates on an appointment only basis and based on its small scale can only accommodate two customers at any one time. Therefore, ample parking provision exists to visitors.

“With regard to the chocolate manufacturing and commercial laundrette service these enterprises do not attract visitors but do attract the dropping off laundry and delivery of associated inputs. Drop off and collections associated with the laundry services tend to fall in line with holiday accommodation changeover days, for example Tuesday drop off and collections on the Thursday.

“With regard to the chocolate manufacturing ingredients are delivered by couriers and movements associated with this is also estimated at 10 vehicular movements per week.”

The application will be considered by county planners at a later date.

 

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Politics

Ceredigion council tax expected to rise by 4.7 per cent

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A BETTER financial settlement for Ceredigion from the Welsh Government along with a fresh grant is expected to see council tax bills in the county rising by less than five per cent this year, far below previous fears of a rise as high as nearly nine.

Last year, for the 2025-’26 budget, Ceredigion saw a council tax rise of 9.3 per cent.

While council tax makes up a proportion of the council’s annual revenue, a crucial area of funding is the Aggregate External Finance (AEF) rate from Welsh Government.

Ceredigion was to receive a 2.3 per cent increase on its settlement, some £3,388,000 for a total of £150,670,000, placing it at joint 13th of the 22 local authorities in Wales.

Following a later Welsh Government and Plaid Cymru agreement additional funding for local government was secured, giving Ceredigion additional funding.

Back in November, before the increased settlement was announced, Ceredigion Leader Cllr Bryan Davies said that early estimates indicated that an 8.9 per cent increase in council tax would be necessary, but an improved position of 6.9 per cent had been indicated as a result of a further modelling of service cost pressures and operational savings.

Following the improved settlement, members at the January meeting of Cabinet heard from Cabinet Member for Finance and Procurement Services Cllr Gareth Davies a recommendation for a 4.75 per cent council tax increase as part of a draft budget requirement of £221.493m was being mooted.

That position has improved again, following financial support towards the Mid and West Wales Fire Service Levy, members of the February 3 meeting of the council’s corporate resources overview and scrutiny committee heard, the funding now dropping the expected council tax increase to 4.7 per cent, equivalent to an extra £7.39 per month for the average Band D property for the next financial year.

Members of the committee agreed to note the 4.7 per cent figure, with the final council tax recommendation being considered by Cabinet on February 10; the final decision on the budget being made by full council on March 2.

 

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