Public Administration and Constitutional Affairs Committee
24 March 2026
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Public Administration and Constitutional Affairs Committee House of Commons
00:00 - 01:17
Speaker 1
Order. Well, good morning, colleagues, and, nice to see everybody here this morning. And a warm welcome to our two witnesses as we check-in on the p h s o. So welcome Paula Sussex, the ombudsman, and Rebecca Hildensrath, the chief executive. You're both very welcome.
Let's just start with a little scene set, if we may. You can just give us the top line down there so we know the environment in which we're going to be posing our questions. How are things going in the new Sussex regime? What is the backlog looking like? The trajectory of complaints, Are they going up?
Are they holding steady? Are they going down? Are there particular areas in which complaints are being generated? And I think conscious of just sort of technological advance, what is AI generated and footnoted complaints doing to the workload and the timetable of handling them?
01:19 - 01:35
Speaker 2
I'll kick off. Good morning all. Good morning. So going straight to the operating environment that we're in, you're quite right that demand is quite a dominant theme. The key thing all the way through the session is we can't let it be the only theme for the next few years.
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