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  • Annual Report 2015/2016 - full report

    Annual reports
    We have already begun to make great strides in the 2015/16 reporting year. Despite overall intake once again increasing, we completed 7% more work than last year and finished the year with 11% less work on hand than at the same time last year. Our overall net clearance rate for complaints was 105%, meaning that we closed 178 more complaints than we received, and so started to make significant inroads into our backlog of aged complaints.
  • Annual Report 2015/2016 - at a glance

    Annual reports
    This document shows our Annual Report for 2015/2016 at a glance.
  • Annual Report 2008/2009

    Annual reports
    In order to fulfil our legislative mandate and to manage our work programme more efficiently and effectively, we have reorganised the Office into targeted teams (see p 12). An advisory group has been established to support the Ombudsmen and Deputy Ombudsman. This will strengthen consistency in Ombudsmen decisions, uniformity of professional practice, and provide a more rigorous quality assurance over the Office output. It will also assist in our goal to widen our focus from individual complaints to a closer analysis of systemic administrative failings of which the complaints may be symptomatic.