Annual Report and Accounts published  We have published our Annual Report and Accounts for the 2024–25 year. It shows how, for the second consecutive year, we saw a 15% increase in the number of complaints and enquiries people registered with us. We investigated more than 4,400 complaints in detail, upholding 83% of them. Despite the increased number of cases, we continued to focus on sharing our learning from complaints with the local government and adult social care sectors, to improve services for everyone. The year included the launch of our Triennial Review of our legislation, which highlighted systemic issues we see in education, housing, and social care services. It includes four key proposals to Government to adapt our powers which would enable us to look into issues and remedy injustice for some people receiving public services who are currently not able to complain to us. | Sharing our knowledge Cameron Black, Head of Policy and Communications, shared insights on effective complaint management at the recent Lawyers for Local Government conference. The conference is attended by Monitoring Officers from local authorities and was an opportunity for us to highlight good practice guidance on our website and the role good complaint handling can play in local government reorganisation and devolution. Training accreditation  We recently achieved accreditation from the Continuing Professional Development (CPD) Certification Service for our Effective Complaint Handling course which we deliver to care providers and councils. Continuing professional development is the learning activities professionals engage in to develop and enhance their abilities. Most professional bodies will provide individuals with CPD requirements, generally set as CPD training points to achieve each year. One hour of 'active learning' is counted as one CPD point. Our Effective Complaint Handling course will contribute four points. Our training shares best practice on complaint handling, helping local councils and care providers to resolve complaints locally. | Festive opening times  Our telephone advice line will have amended hours on Christmas Eve - and will be open from 10am to 1pm. It will then close till Friday 2 January 2026. People will still be able to register new complaints via our online complaints service till 5pm on Christmas Eve. This will then reopen at 9am on 2 January. Everyone who already has complaints in the system will be able to access their account as normal throughout the period. | | 
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