12/09/2025
The information that we require, under the Freedom of Information Act, is as follows: 1) Do you use a Citizen Engagement platform? 2) If so, what tools do you use? 3) How much do you spend annually on a Citizen Engagement tool? 4) Which month & year does your contract with your supplier end? A citizen engagement platform is a digital tool or system designed to facilitate communication, interaction, and participation between citizens and government or public institutions. Its goal is to make civic involvement easier, more transparent, and more effective. These platforms can be used by governments, cities, or organisations to: Collect feedback on policies, services, or community issues Conduct surveys and polls Enable reporting of local issues, like potholes or graffiti Share updates, news, and documents with the public Encourage participatory budgeting or co-creation of solutions Examples include tools like Granicus (EngagementHQ), CitizenSpace, SurveyMonkey, Qualtrics or Commonplace They can play a major role in increasing transparency, accountability, and trust in public decision-making.
what legislation is being used by the PHSO to show that the Regulators of the UK are not legally obliged to promote competition, or adhere to their legal obligations as Regulators, or adhere to their legal obligations as Regulators especially in relation to protection of consumers (““The CMA must seek to promote competition, both within and outside the United Kingdom, for the benefit of consumers.””) or that Regulators are permitted to not adhere to FOI obligations and requests.
09/09/2025
I am requesting to know what IT information system is used by the service? Is it the same as used by the Court's Administration System or is the latter something that can be accessed by individuals within the service? In general terms, what information does the court's system contain if used? I would be happy for you to provide me with this information electronically by email. No telephone communication is acceptable. Locked or password protected communication is not required.
Complainant has contacted has requested a copy of our SLA guidance/policy to be sent to him by email as an FOI request.
08/09/2025
Please treat my correspondence as a formal complaint. It frankly beggars belief that your organization is unable or unwillingly to provide the full particulars of the Head . Kindly confirm I can release your correspondence to the press. Very clearly this is a matter of public interest.
05/09/2025
1. Do PHSO investigators receive IC code training? Do staff members receive mandatory training on UK racial classification systems, including the IC codes used by the police, or any comparable system for recognising racialised groups like IC3 (Black) and IC6 (Mixed-Black)? If not, how can they claim to identify or address anti-Black racism? 2. How many IC3 and IC6 complaints has PHSO upheld or rejected in the past 5 years? Provide statistical breakdowns by race (including IC3/IC6 or nearest equivalent) showing whether complaints from Black and Mixed-Black individuals are disproportionately rejected, delayed, or minimised compared to others. 3. Has the PHSO ever upheld a finding of anti-Black racism within a public body? If so, what were the circumstances, remedies, and public learning? If not, why — and what does this imply about the PHSO’s approach to systemic racism? 4. How does the PHSO define and detect institutional racism? What internal definitions, frameworks, or diagnostic tools does the PHSO use to detect racial bias, including unconscious bias, in the complaints they investigate? 5. What diversity exists within the PHSO team handling this complaint? How many members of the complaint handling and decision-making teams are themselves Black (IC3) or Mixed-Black (IC6)? Has the team received direct input from Black investigators or anti-racism specialists? 6. What community consultation mechanisms does the PHSO use? Does the PHSO consult with IC3 or IC6-led organisations when designing race accountability systems? If not, how can they claim cultural competence in Black British affairs? 7. Does the PHSO use independent external race equity auditing? Who audits their race accountability systems? Is it independent, and are the findings made public? 8. Can (redacted) observe or monitor the progress of this complaint as an external investigator? Given the community concern, can an observer from (redacted) attend any mediation, procedural reviews, or accountability meetings related to this complaint?
04/09/2025
1. How many are Parliamentary complaints 2. How many are Health Services complaints 3. The total number of Parliamentary complaints opened in 2023 4. The total number of Health Services complaints opened in 2023 5. How many of the Health Services complaints have not reached the provisional views stage.
Under the provisions of the Freedom of Information Act 2000, please provide the following recorded information: • The number of complaints received in the past 5 years regarding Ofgem failure to regulate Standard License Conditions in the context of Energy Supply. • The number of complaints received in the past 5 years regarding Ofgem failure to enforce Ombudsman's Resolutions in the context of Energy Supply disputes. • The documented reason why your organization fails to respond to complaints made by individual consumers.
02/09/2025
1. Legal Compliance and Policy Review a. Any internal policies, guidance documents, training materials, or legal advice held by the PHSO relating to the definition of “sex” under the Equality Act 2010, especially in light of the UK Supreme Court’s binding 2024 judgment. b. Any steps taken to review or amend internal practices, guidance, or materials to ensure legal compliance with the judgment and the correct application of the Equality Act 2010. c. If no such steps have been taken, please provide any legal advice, justification, or interpretive rationale on which the PHSO relies. 2. Freedom of Belief and Compelled Speech a. Any internal or external complaints, concerns, or discussions since 2020 about the PHSO’s approach to “preferred pronouns,” gender identity policies, or compelled speech in its dealings with staff, complainants, or external bodies. b. Any policies or guidance issued by the PHSO requiring or encouraging staff or complainants to use specific gender identity terms or pronouns — and any legal review of such policies in relation to protections for belief under sections 10 and 19 of the Equality Act 2010 and Article 9/10 of the ECHR. 3. Equality, Diversity and Inclusion (EDI) and Third-Party Influence a. Any collaboration, policy influence, or training provided by external organisations such as Stonewall, Mermaids, Gendered Intelligence, LGBT Foundation, or similar, since 2020. b. Records of payments made to such organisations or attendance by PHSO staff at related events. c. Any steps taken to review or moderate external influence in light of the UK Government’s withdrawal from Stonewall’s Diversity Champions Scheme and similar concerns raised about impartiality and ideological bias. 4. Safeguarding and Public Protection a. Any guidance, complaints data, or internal reviews held by the PHSO concerning failures in safeguarding — particularly involving: • Misapplication of gender identity ideology in settings involving children, women, or vulnerable adults • Inadequate recognition of biological sex in safeguarding protocols • Suppression of lawful concerns about sex-based risks b. Any policies or procedures updated since 2020 to strengthen safeguarding practices in response to such concerns. 5. Complaint Assessment and Eligibility a. Any guidance held by the PHSO regarding the treatment or assessment of complaints raising sex-based rights, compelled belief, ideological discrimination, or safeguarding risks — especially where these relate to the misapplication of the Equality Act 2010. b. Any formal exclusions or prioritisation criteria applied to such complaints. 6. Immigration Status, Eligibility Checks, and Public Resource Safeguarding a. Any records, policies, guidance, or internal reviews relating to complaints involving: • Failures by public bodies to verify immigration status • Unlawful access to publicly funded services (e.g. NHS, housing, benefits) b. Any analysis, trends, or investigations into complaints about misuse or misallocation of public resources due to inadequate immigration checks. c. Any communications or legal concerns raised internally about the ethical or legal implications of public services being accessed unlawfully or without verification. 7. Public Transparency Please confirm whether the PHSO has made any public statement, position paper, or policy update since the UK Supreme Court ruling clarifying the legal definition of sex — and if not, on what legal basis or internal assessment the PHSO has determined that no such response is necessary.
This is an information request relating to customer service performance levels. Please include the following information for the financial years 2021/22, 2022/23, 2023/24 and 2024/25: • The average call wait times for your customer service phone lines are each year. • The percentage of calls answered within your target time for each of those years. • The average response time for written correspondence (email, letter, or online submissions) in each of those years. • The percentage of correspondence responded to within the organisation’s target timeframe in each year. • The number of formal complaints received relating to delays, unanswered calls, or poor customer service, broken down by year. • If held, the department’s official service level targets for customer interaction (e.g., target wait time, target response time) and whether those targets were met in each year.
What I require is the email address of the CEO of your organization. I am whistle blowing as I am entitled to do by law?
21/08/2025
Under the Freedom of Information Act 2000, I respectfully request the following information concerning undisclosed or unrecorded communications between the Parliamentary and Health Service Ombudsman (PHSO) and NHS Trusts during active complaint investigations. This request addresses a critical question of procedural fairness: whether the PHSO permits or engages in verbal or undocumented conversations with NHS organisations that are not disclosed to the complainant, and if so, how often and under what authorisation. Information Requested 1. Policy and Governance Please provide: • Any PHSO policy, internal procedure, guidance, or staff manual in force between 1 Jan 2020 and 1 July 2025that authorises or restricts verbal, undocumented, or unlogged conversations with NHS Trusts during the complaint investigation process; • The PHSO’s position on whether and when such conversations must be disclosed to the complainant or entered into the case file. If no such documentation exists, please confirm this in your response. 2. Audits and Internal Oversight Please provide: • Any audit, review, or internal report from 2020–2025 referencing: o Undisclosed or informal communications with NHS bodies, o The risk such conduct poses to impartiality and trust, o Any remedial actions or policy revisions taken in response. 3. Aggregate Data on Undisclosed Conversations Please provide: • The total number of complaints involving NHS Trusts (2020–2025), • Of these, how many include documented verbal conversations with NHS Trusts not disclosed to the complainant, • If no figures exist, please state whether such contact is: o Tracked, o Audited, o Authorised. Legal and Procedural Relevance This request is made under: • Section 1(1)(a–b) of the FOIA (right to know and access), • PHSO’s own Principles of Good Complaint Handling, specifically Being Open and Accountable and Acting Fairly, • The principle of procedural fairness in public decision-making (Osborn v Parole Board [2013] UKSC 61). The issue of undisclosed, verbal influence upon complaint outcomes undermines Article 6 ECHR (fair hearing) and Article 8 ECHR (private life protections) where sensitive data or safeguarding issues are involved. Format & Exemptions Please provide all material in electronic format (PDF or DOCX preferred). If any part of this request is exempt, please: • Specify the statutory exemption relied upon, • Justify its use with a full public interest test under FOIA Section 2, • Provide all non-exempt information separately.
19/08/2025
I am making a freedom of information request. Please provide the following information: Results of your customer satisfaction surveys carried out by telephone interviewing for the years 2020-2025.
18/08/2025
REQUEST NARROWED DOWN AND CLARIFIED: 1. FOI – Narrowed Scope Please provide, for the financial years 2022–23 and 2023–24 only: a) Total number of complaints received relating to the Department for Work and Pensions categorised under: • Health Professional (HP) conduct • Procedural delays or cancellations in assessments • Disputed medical reports • Allegations of disability discrimination b) For the above, number upheld in whole/part and not upheld. c) Copies of any internal PHSO policies or guidance documents for handling complaints about DWP-contracted health assessment providers (including but not limited to Maximus, Capita, and Atos).
15/08/2025
Please could you provide me with further information about the decision to only investigate the most severe cases of NHS patient experiences and the circumstances that led to this decision being implemented.
Subject: Freedom of Information Request: Preferred Pronouns Policy, Association with GLAAD, and Compliance with Sex-Based Rights, Biological Accuracy, Religious Views, and Impartiality Dear Parliamentary and Health Service Ombudsman, Under the Freedom of Information Act 2000, I request information regarding the PHSO’s policy on preferred pronouns, as stated: “As an inclusive organisation we support employees who wish to include their preferred pronouns (he/him, she/her and they/them) on their email signature. We also invite you to share your pronoun preferences with us so we can communicate appropriately with you. For more information about preferred pronouns visit the GLAAD website,” referencing https://eur03.safelinks.protection.outlook.com/?url=https://glaad.org/transgender/allies&data=05|02|informationrights@ombudsman.org.uk|9f1e892c6abd4fa7624b08ddc9ccf2f9|7c88cec864114f329333cf6877fd3515|0|0|638888604872316611|Unknown|TWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ==|60000|||&sdata=Ty3HbuDOZYoOwpodnNI8EhPfB5SM0BdynURdlh7hyQ0=&reserved=0. I seek details on how this policy aligns with GLAAD’s content, particularly the Transgender FAQ at https://eur03.safelinks.protection.outlook.com/?url=https://glaad.org/transgender/transfaq/&data=05|02|informationrights@ombudsman.org.uk|9f1e892c6abd4fa7624b08ddc9ccf2f9|7c88cec864114f329333cf6877fd3515|0|0|638888604872337969|Unknown|TWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ==|60000|||&sdata=z+dFQNCE/ugAQ84BeQYCCQN2Ktw7gxeQdOlitXOT5f8=&reserved=0, which defines gender identity as internal and personal, supports non-binary identities, and provides allyship guidance (e.g., respecting pronouns, asking politely for preferences, apologizing for mistakes, and acknowledging transgender challenges). I also request information on how the policy respects sex-based rights, biologically accurate views, religious beliefs, and the duty of impartiality for employees and the public. Please provide the following information, organized by category for clarity: 1. Policy Documentation 1.1. Copies of all policy or guidance documents on the use of preferred pronouns for employees and public interactions, including internal guidelines, training materials, or equality impact assessments referencing GLAAD or its resources (e.g., https://eur03.safelinks.protection.outlook.com/?url=https://glaad.org/transgender/transfaq/&data=05|02|informationrights@ombudsman.org.uk|9f1e892c6abd4fa7624b08ddc9ccf2f9|7c88cec864114f329333cf6877fd3515|0|0|638888604872351815|Unknown|TWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ==|60000|||&sdata=l0Tl6Nu9vK40Moed5pbSj28CvFrfuax122v1yDsH4Jg=&reserved=0 or https://eur03.safelinks.protection.outlook.com/?url=https://glaad.org/transgender/allies&data=05|02|informationrights@ombudsman.org.uk|9f1e892c6abd4fa7624b08ddc9ccf2f9|7c88cec864114f329333cf6877fd3515|0|0|638888604872365987|Unknown|TWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ==|60000|||&sdata=eZk0SAmxb6i8skCBHc+V/tfxS09/DU3xRs9E9pVEGBY=&reserved=0). 1.2. Details of how the policy was developed, including any consultations with employees, stakeholders, or external organizations such as GLAAD. 2. Association with GLAAD 2.1. Records of any formal or informal association, partnership, consultation, or communication between the PHSO and GLAAD (or glaad.org), including reasons for selecting GLAAD as a reference for pronoun information. 2.2. Details of any endorsements, funding, collaborations, or use of GLAAD’s materials in PHSO training, policies, or communications, particularly relating to the Transgender FAQ and its allyship guidance. 2.3. Confirmation of whether the PHSO endorses all aspects of GLAAD’s stance in the Transgender FAQ, such as defining transgender identity as distinct from sex assigned at birth, emphasizing non-binary identities, and focusing on systemic challenges without addressing potential conflicts with other views. 3. Respect for Sex-Based Rights 3.1. Records of assessments or considerations to ensure the preferred pronouns policy, including GLAAD’s allyship guidance (e.g., mandatory pronoun use), complies with sex-based rights under the Equality Act 2010, particularly the protected characteristic of sex. 3.2. Details of any complaints or concerns raised by employees or the public about the policy’s impact on sex-based rights, including the number, nature, and resolution, from January 1, 2020, to the present. 4. Respect for Biologically Accurate Views 4.1. Information on how the PHSO accommodates employees or the public who hold views aligned with biological definitions of sex (e.g., that sex is binary and immutable) in relation to the pronoun policy and GLAAD’s guidance, which prioritizes gender identity. 4.2. Records of any disciplinary actions, grievances, or complaints involving employees or the public who declined to use preferred pronouns due to beliefs in biological accuracy, including outcomes, from January 1, 2020, to the present. 5. Respect for Religious Views 5.1. Details of how the PHSO ensures the preferred pronouns policy, including alignment with GLAAD’s allyship guidance, respects the religious beliefs of employees and the public, particularly where such beliefs conflict with pronouns not aligned with biological sex. 5.2. Copies of any guidance or training provided to staff on balancing the pronoun policy and GLAAD references with the protected characteristic of religion or belief under the Equality Act 2010. 5.3. Records of any complaints or concerns raised by employees or the public citing religious beliefs in relation to the pronoun policy or GLAAD’s content, including the number, nature, and resolution, from January 1, 2020, to the present. 6. Impartiality 6.1. Documentation on how the PHSO ensures impartiality in operations and communications when implementing the pronoun policy and referencing GLAAD’s Transgender FAQ, particularly in maintaining neutrality in investigations and public interactions. 6.2. Records of complaints or concerns from employees or the public alleging bias or lack of impartiality due to the pronoun policy or GLAAD association, including the number, nature, and resolution, from January 1, 2020, to the present. 6.3. Details of any training or guidance provided to staff to ensure impartiality when applying the pronoun policy or using GLAAD resources. 7. Public and Employee Feedback 7.1. Copies of any surveys, feedback forms, or consultation responses from employees or the public regarding the pronoun policy, its reference to GLAAD, or the Transgender FAQ, including concerns about impacts on sex-based rights, biological accuracy, religious views, or impartiality. 7.2. Details of how the PHSO has responded to or addressed such feedback. 8. Exemptions and Refusals 8.1. If any information is withheld under FOI exemptions, provide the specific exemption(s) applied and a detailed explanation, including any public interest test considerations. Please provide the requested information in electronic format where possible, as permitted under the Freedom of Information Act 2000. If any part of this request is unclear, please contact me for clarification to avoid delays. I expect a response within 20 working days, as required by law. Thank you for your attention to this request. I look forward to response from a named PHSO officer for the purposes of accountability
I would like to know details and examples of circumstances where the PHSO has waived the 12-month deadline, and in how many cases you have done that in the last 5 years.
14/08/2025
Under GDPR legislation would you be able to provide me with the following information please ? I don`t know whether your admin years end calendar wise or at the end of March like a financial year, but it doesn`t matter to me. For each of the past 3 years can you tell me please : (a) How many complaints the PHSO have received ? (b) How many of these complaints has the PHSO upheld,and in respect to these please can you itemise by the severity /grading scale that is used ? (c) For the NHS North Lincs Trust specifically, how many complaints the PHSO have received ? (d) For the NHS North Lincs Trust specifically,how many of these complaints has the PHSO upheld and in respect to these please can you itemise by the severity /grading scale that is used ?
06/08/2025
I would please like to request the information for the 2023-24 financial year
01/08/2025
who is the head of social care ombudsmen? is it Julie odams if so email address please?