Public Services Ombudsman for Wales consults on draft Strategic Plan 2026–2029

The programme is built around four strategic aims, which are:

• delivering justice with positive impact for people in Wales.
• influencing systemic improvement across public services and supporting high standards of conduct in local government.
• strengthening access and impact for those who need our service most.
• ensuring the service is a resilient, agile and accountable organisation.

The draft plan has been developed following internal discussions and “detailed consideration of the key pressures, opportunities and challenges affecting both our service and users of public services across Wales”.

The Ombudsman is now inviting wider views on the proposed Plan, including from service providers, communities, third sector organisations, elected representatives and members of the public.

It said: “While strengthening and evidencing impact is an important thread running throughout the draft Plan, it sits alongside other key priorities, including accessibility, fairness, improved service quality, and the effective use of data, digital tools and innovation.”

Michelle Morris, Public Services Ombudsman for Wales, said: “As we prepare to mark twenty years of our service to Wales, this is the right moment to reflect on what we have learned and what must come next. Our draft Strategic Plan brings together the insights gained from within our organisation and the challenges we know people face when navigating public services.

“We now want to hear from people across Wales. Your views will help us refine our priorities and ensure the Plan reflects what matters most to those who rely on public services and engage with local democracy in Wales. Together, we can continue to strengthen a service that remains fair, independent and open to all – and one that makes a meaningful difference where it is needed most.”

The consultation is open until 31 March 2026.