SPSO Annual Report 2008-09 and Business Review

 

The SPSO lauched its 2008-09 Annual Report on 30 September 2009.

In 2008-09, the SPSO:

  • dealt with 1,165 enquiries – helping people decide whether to pursue a complaint, and directing them to the right place
  • we received 2,953 complaints (22% more than last year)
  • we determined 2,875 complaints (just six fewer than in 2007—08)
  • we made decisions on 66% of complaints within 2 weeks, 84% within 14 weeks; and 94% within 52 weeks (the figures for 2007-08 were 49%, 72% and 88% respectively)
  • 73 investigations were published about 189 complaints
  • upheld or partially upheld 66% of investigations
  • made made over 300 recommendations about almost 500 issues in almost 90 different bodies

In a letter accompanying the Annual Report, Mr Jim Martin, the Scottish Public Services Ombudsman, announced that he has begun a review of some aspects of the SPSO's complaint handling service. Mr Martin writes:

'Since taking up my appointment in May 2009, I have been taking stock of the organisation and seeking views from key stakeholders to help inform my own analysis. I have been struck by the calibre of SPSO staff, and I comment in my introduction to the Annual Report on the skill and dedication that they bring to a demanding job. However, I have also found that there are some aspects of the SPSO's complaint handling service which require attention.

I have, therefore, begun an overhaul of some key aspects of the service. In August I reorganised the SPSO's senior management group. I believe I now have in place a team that can bring about the necessary changes to the complaint handling service. Earlier this month, I put in motion a Business Review, led by our new Director of Complaints and Investigations, who will report to me in early October. The review aims not only to improve our service to the public, service providers and other stakeholders, but it will also prepare us for any future responsibilities that may come our way.

I will continue to engage with the Parliament, the Government, COSLA, SOLACE, the Improvement Service, the NHS and many other groups and individuals as I put these steps in place. I welcome their input and would be glad to listen to any further ideas or suggestions that will lead to the improved service that the SPSO seeks to deliver.'

Click here to view the SPSO 2008-2009 Annual Report