Publication date:
The Independent Assessor of Complaints (IAC), Sarah Havlin, has published her Annual Report for 2024/25 and has praised PPS for its commitment to openness, learning, and continuous improvement. The report can be read in full on the PPS website and marks the conclusion of Sarah’s six year tenure in the role.
The report highlights that complaints received by the PPS are at their lowest level in six years, with only 40 complaints received out of over 38,000 files processed which represents just 0.1% of all cases. Of these cases, 88% were resolved at the earliest stage with only five remaining unresolved after a Stage 1 response. One complaint was escalated to the IAC over the year, but was withdrawn following engagement.
Reflecting on the last year, Ms Havlin stated: “My overall opinion of the PPS complaint process is that it has consistently performed to a high standard and is a model of good practice in both complaint management and as a tool of continuous improvement.
“I have seen a great deal of improvement in emotional intelligence, patience, honesty, courage and understanding. PPS officials have greatly improved in accepting constructive criticism and engaging in difficult conversations.”
The IAC also noted challenges in this year’s report such as resourcing pressures which had led to some delays in complaint response times. However, the report concludes with a strong endorsement of the PPS’s values: “It is testament to the professionalism of PPS staff that the number of complaints throughout this highly challenging period is at the lowest level on record. I commend the Director and all his staff for their ongoing commitment to working on the front line of our justice system.”
The Director welcomed the publication of the report and remains committed to building on the progress made so far to ensure a fair, transparent, and user-focused complaints process.
He also paid tribute to the IAC as she departed the role: “On behalf of the PPS, I would like to express my sincere thanks to Sarah for her dedication and professionalism over the past six years. Her independent oversight has been invaluable in helping us strengthen our complaints process and enhance our service to the public. We are grateful for her thoughtful insights, her integrity, and her unwavering commitment to fairness and accountability.”
The new Independent Assessor, Marian Cree, was appointed in July. You can read more details on the role of the Independent Assessor by clicking the link.