The Public Services Ombudsman for Wales has today published statistics on complaints received by Local Authorities for the proportion of the financial year April to December 2021.*

The data shows that almost 12,000 complaints were received by Welsh Local Authorities in the first three quarters of 2021/22; this is the equivalent of 5.1 complaints for every 1,000 residents of Wales. PSOW uses this type of representation to better compare public services in Local Authorities which vary greatly in size. Complaint volumes dipped in the third quarter, showing a 22% reduction compared to quarter two.

The data shows that about 73% of complaints which were closed in the third quarter of the year were done so within the target of 20 working days. This performance is lower than in the previous two quarters of the year and probably represents the difficulties experienced by all public bodies over the winter period.

Local Authorities in Wales upheld about 40% of the complaints they closed in quarter three. This figure has remained consistently high throughout the year – with complaints about waste and refuse attracting an uphold rate of 73%.

Almost 300 complaints relating to Local Authorities were referred to PSOW in the third quarter of the year, which represents over 9% of all complaints closed in the same period.

The numbers of complaints referred gives context to both Local Authority complaints data and cases about Local Authorities handled by PSOW.
PSOW closed 298 complaints about Local Authorities in quarter three of the year. Some of those complaints would have been referred to the office during the quarter; others would have been received before that period.

PSOW intervened in 14% of those cases, by recommending Early Resolution** or upholding a complaint after an investigation. Since the remaining cases were out of jurisdiction, the actual intervention rate in cases that PSOW could consider was 100%. This is consistent with the previous quarters of this year and suggests that there are further improvement required in public service delivery.

Nick Bennett, the Public Services Ombudsman for Wales said,

“This latest data publication shows that complaint volumes are now higher than before the pandemic and, with 9% of complaints being referred to our office, shows that caseloads are high everywhere. We’re committed to drive improvement in public services through better complaint handling – and we’ve now provided more than 200 training sessions to public bodies in Wales via our Complaints Standards Authority. Hopefully this will mean more complainants receive a satisfactory response to their complaints early in the process.“

Matthew Harris, PSOW’s Head of Complaints Standards, said,

“We’re pleased to publish information on complaints handled by Local Authorities again, and we’ll look forward to seeing what the full year’s data looks like later in the year. We’ll also look forward to bringing other parts of the Welsh Public Service, like Health Boards and Housing Associations, into our data publication in the near future”.

To find the full quarterly statistics, click here.

To find a briefing paper analysing the quarter 3 statistics, click here.

*The way we present information on intervention rate and PSOW cases closed has been amended from our initial publication to more closely align with our reporting in our Annual Report and Annual Letters. The data available to download has been updated accordingly.

** In some cases, we may take the view that there is action that the organisation being complained about could take quickly to resolve a complaint. In these cases, we will contact the organisation involved to explain what we think might be done and seek its agreement to take that forward.

Gender equality is one of the fundamental principles of the European Union. However, despite the great progress that has been made in recent decades, gender gaps still exist today. In the labour market, women still remain predominant in lower-paid sectors, are under-represented in leading positions, and are also subjected to violence and harassment. "We need to eradicate the idea that it is permissible to encroach on women's rights," said Human Rights Ombudsman Peter Svetina on the occasion of International Women's Day, which is celebrated on 8 March.

Gender-based violence targeted against women is still widespread, and there is also a significant number of femicides in Slovenian society. According to data obtained by the Centre for Human Rights from the police in January 2022, four women were murdered by their spouses, ex-spouses or intimate partners in Slovenia in 2021. We have also been witnessing cases of sexual harassment, including in schools and universities. "There is a need to increase sensitivity to violence in society, and to educate the general public about possible steps to take in situations that may, in the most extreme cases, lead to femicide. It is necessary to raise awareness about the fact that every person contributes to building society and that turning our heads away is not appropriate behaviour," the Ombudsman notes. The root causes of violence against women, such as gender stereotypes, harmful traditions and the general expression of gender inequality, also need to be addressed. More needs to be done to ensure that the attitude and behaviour towards women and girls is based on respect for gender equality and non-sexist stereotypes and behaviour.

Attitudes, beliefs, and behavioural patterns are formed very early in life. Educational institutions thus play an important role in the promotion of gender equality and human rights.

The independent expert body for monitoring the implementation of the provisions of the Istanbul Convention (GREVIO) encouraged the Slovenian authorities in last year's report to include in the formal curriculum adapted to the evolving abilities of students the principles of equality between women and men, non-stereotyped gender roles, mutual respect, non-violent interpersonal conflict resolution, gender-based violence against women and the right to personal integrity and, as required by the Convention, to create teaching materials that encourage all this. The Slovenian authorities were also encouraged to increase efforts in examining and conducting research into how the general population perceives gender equality, sexism and violence against women.

The Ombudsman also notes that many tragedies could be prevented by providing appropriate preventive assistance to families that found themselves in various kinds of distress. "With timely help, it is possible to create a social reality in which there is less suffering. Empowered adults who are appropriately supported with knowledge and conduct can reduce the pain suffered in family relationships, and as a result, everyone, including children, suffers less," the Ombudsman notes. 

Women successfully enter all spheres of social life, but their voice, not only in private but also in public life, is seldom heard. "It is therefore our shared responsibility to promote changes that shift the balance of power towards equality and the elimination of stereotypes and prejudices about social roles. It is important to be aware that women, just like men, can have a successful professional life along with a family life," the Ombudsman emphasises.

In social relationships it is not only important that the work done is demonstrated, but also that it is realistically evaluated. The inequality between women and men widened further during the Covid-19 pandemic, with women again bearing the brunt of the responsibilities. "In addition to their basic profession, they took care of children who were schooled at home and of the elderly, while maintaining the household. Women were forced to hold up the fourth corner of the house and the garage during this period," the Ombudsman observed. "They were also overburdened at work, as the profession of many of them is taking care of vulnerable groups. However, caring for our fellow human beings is apparently not a value in our society, as the work done predominantly by women in various social professions is poorly valued. This long-neglected issue must be settled once and for all right now!" notes Human Rights Ombudsman Peter Svetina.

The Ombudsman also points out that all acquired rights have been fought for through generations, and none of them have been gifted. "This is why we have to be careful that none of them are taken away from us. Everything that the generations before us have built must be upgraded, not demolished. I expect that we are nevertheless a mature enough society that we will not allow shifts in the direction of retraditionalisation," the Ombudsman calls.

At the same time, the Ombudsman welcomes the redefinition of the criminal act of rape in accordance with international standards, including the Istanbul Convention, as another step towards greater protection of women's rights. "The implementation of this model sends a message that the inviolability of one's body and humans in general are respected in Slovenia, and that they are protected from all kinds of abuse, and it would send a clear signal to society that encroaching on one's integrity is not permissible in any case," Human Rights Ombudsman Peter Svetina concludes.

Esta mañana se celebró en la sede de la institución una entrevista de representantes de la Asociación Gallega de Familias de Acogida con la Valedora do Pobo. En la reunión se trasladó la situación de los programas de acogimiento familiar en Galicia desde la perspectiva de sus asociados, y se establecieron vías de colaboración para la mejora de las actuaciones que inciden en el bienestar de los niños y adolescentes que, por la situación de sus familias, precisan los cuidados de una familia de acogida.

El Diputado del Común realiza la visita oficial al Ayuntamiento de La Oliva
 

Rafael Yanes y Felipe Afonso trasladaron a la alcaldesa del municipio las quejas ciudadanas recibidas en la Institución
 

El Diputado del Común, Rafael Yanes, y el adjunto primero de la Diputación del Común, Felipe Afonso, se reunieron con la alcaldesa de La Oliva, Pilar González, para trasladarle las quejas ciudadanas recibidas en la Institución, así como para fortalecer la colaboración entre la Diputación del Común y el Ayuntamiento de La Oliva, con el fin de contestar y resolver las reclamaciones de los vecinos y las vecinas a la mayor celeridad posible.

Desde la creación de la SAREB, en el año 2012, el Síndic se ha pronunciado en reiteradas ocasiones en relación con la necesidad de que ésta cediera al menos un 30% de las viviendas, obtenidas de entidades financieras rescatadas con dinero público. alquiler social, y que fueran las administraciones públicas y el Tercer Sector quienes se ocuparan de gestionarlos.

En el mismo sentido, desde hace tiempo el Síndic advierte sobre la necesidad de acometer las reformas legislativas necesarias para garantizar que la SAREB pase a ser un instrumento de política de vivienda y no sólo de política financiera.

En el mes de febrero de 2018 el Síndic ya presentó ante el Parlamento de Cataluña el informe El derecho a la vivienda: cuestiones urgentes, que constataba que incluso en caso de que la SAREB llegara a dar cumplimiento a los compromisos de cesión de viviendas formalizadas con diversas administraciones, el porcentaje de viviendas cedido supondría sólo un 1,5% de sus activos inmobiliarios. Teniendo en cuenta que Cataluña es una de las principales ubicaciones de los activos inmobiliarios de la SAREB, el informe apuntaba que la SAREB tenía -según datos del año 2016- alrededor de 23.600 activos inmobiliarios, de los cuales 10.000 eran viviendas.

A finales de enero, los medios de comunicación se hicieron eco de la oferta formal del FROB para la adquisición de la totalidad de las acciones de la SAREB, que actualmente pertenecen a entidades privadas. De ello deriva la voluntad del Gobierno del Estado de asumir una posición dominante en la entidad SAREB y también la de ceder el usufructo de las viviendas titularidad de la SAREB a la Administración autonómica ya la local, así como a las entidades del Tercer Sector para que los destinen al alquiler social.

Posteriormente, el Gobierno del Estado aprobó el Plan de vivienda 2022-2025, en el que se establece, de forma específica y como instrumento para favorecer el acceso a la vivienda, un programa de cesión de viviendas de la SAREB a favor de la Administración y de entidades sin ánimo de lucro para que se dediquen al alquiler social.

En este contexto, el Síndic pide que esta cesión afecte a la totalidad de las viviendas que la SAREB tiene en Cataluña, y que se prevea la adopción de las medidas cautelares necesarias, mientras no se pueda materializar la cesión, en relación con aquellas personas que actualmente viven en viviendas propiedad de la SAREB y se encuentran en situación de exclusión residencial y de vulnerabilidad, mediante la suspensión de los procedimientos judiciales de desahucio en curso, mientras no se pueda valorar, caso por caso, la posible regularización de la situación de empleo mediante la formalización de un contrato de alquiler social.

Con el fin de estudiar todo lo expuesto, el Síndic ha abierto una actuación de oficio y se ha dirigido a la Agencia de la Vivienda de Cataluña para que le informe del número de viviendas propiedad de la SAREB que gestiona actualmente, la previsión con la que se trabaja para la cesión de las viviendas, las actuaciones que están llevando a cabo el Gobierno de la Generalidad de Cataluña y el Gobierno del Estado para agilizar y concretar esta cesión y la financiación del programa de cesión de viviendas.

Paralelamente, también ha pedido al Defensor del Pueblo que se dirija al Ministerio de Transportes, Movilidad y Agenda Urbana ya la SAREB para que expliquen la previsión con la que trabajan para conseguir la cesión total, y las medidas que se tomarán para asegurar que ésta cesión vendrá acompañada de la financiación necesaria que permita garantizar la habitabilidad y la accesibilidad de las viviendas y también la gestión posterior.