PARLIAMENTARY DEBATE
Parliamentary Commissioner for Administration and Health Service Commissioner for England - 29 April 2025 (Commons/Commons Chamber)

I beg to move,

That an humble Address be presented to His Majesty, praying that His Majesty will appoint Paula Sussex CBE to the offices of Parliamentary Commissioner for Administration and Health Service Commissioner for England.

The Parliamentary and Health Service Ombudsman has an important role in holding public service providers to account and achieving justice for complainants. I thank Rebecca Hilsenrath KC, who stepped in as acting ombudsman following Sir Rob Behrens’s departure. She provided leadership and stability for the PHSO, ensuring a continued focus on the experience of its service users, while considering how to maximise the impact of the organisation in improving public services for the long term. On behalf of this House, I praise her for her hard work over the past 12 months, and wish her all the best for her future as the PHSO’s chief executive officer.

Following the formation of a new Parliament, the process of recruiting a new ombudsman was relaunched in January. I thank the House and the recruitment panel, particularly the chair, Liam Laurence Smyth, for their speed in conducting the recruitment; they made a recommendation to the Prime Minister in March. The Government support Paula Sussex’s appointment to the role, as we believe that she has the ability and experience to lead the PHSO, bringing insights from her time in the public and private sectors. In accordance with section 1 of the Parliamentary Commissioner Act 1967, and section 1 of the Health Service Commissioners Act 1993, I commend Paula Sussex to the House for the role of Parliamentary Commissioner for Administration and Health Service Commissioner for England.

I am pleased to speak in support of this important motion concerning the appointment of the next Parliamentary Commissioner for Administration and Health Service Commissioner for England—collectively known as the ombudsman. That office is one of the cornerstones of accountability in our democracy. It exists to ensure that when individuals are let down by Government Departments or the NHS, their voice is heard, their complaints are fairly investigated and, where appropriate, redress is delivered. In short, the ombudsman plays a vital role in protecting the rights of ordinary citizens, especially the most vulnerable among us. I am sure that, if they have not done so already, Members on all sides of the House will at some point refer constituents to the ombudsman— I certainly have.

This appointment comes at a critical moment. Our public services, particularly the NHS, are under real pressure. Complaints relating to delays, miscommunication and administrative failures are unfortunately becoming more common. In that context, the role of the ombudsman is not just reactive; it must be proactive in identifying systemic failings and recommending improvements to prevent harm before it occurs. We Conservatives have carefully considered the proposed candidate, and believe that she brings a strong track record to the role, a deep understanding of institutional accountability and a proven ability to lead with integrity. It was great to have the Chair of the Public Administration and Constitutional Affairs Committee, my hon. Friend the Member for North Dorset (Simon Hoare), involved in the selection process.

We must have confidence that the next commissioner can act independently of Government and party politics, guided only by the principle of fairness and the interests of the public.

The effectiveness of this role lies not in its visibility but in its vigilance. The ombudsman must be diligent, thorough and fearless in pursuit of justice, particularly for those who may feel powerless in the face of large institutions. This role is not an easy one. It requires judgment, patience, empathy and a readiness to confront uncomfortable truths. We believe the nominee has those qualities and will serve the public with distinction. We therefore support this motion for the sake of those who rely on these services and for the sake of good government.

I echo the Minister in thanking Rebecca Hilsenrath for the work she has done in stepping into an interim role and fulfilling that job with great distinction. I also thank the Prime Minister and the wider Cabinet Office for the speed with which they responded to the recommendation from the interview panel, which I had the great pleasure of sitting on as the representative of the House, as Chairman of the Public Administration and Constitutional Affairs Committee.

I want to bring two things to the attention of the House. Paula Sussex underwent a pre-appointment hearing by the Committee last week, and the Committee was very impressed with her. She reports to our Committee; we scrutinise the work of the ombudsman. I recused myself from that role for obvious reasons, but I want to assure the House—and this has been echoed by the Minister and my right hon. Friend the Member for Basildon and Billericay (Mr Holden)—that I am convinced we selected the standout candidate in a very competitive and well-qualified field. I think she will fulfil the job with great distinction, use the data available to drive improvements to public service and, as everybody recognises, represent and champion the interests and concerns of our constituents.

I will respond briefly to echo the thanks to the hon. Member for North Dorset (Simon Hoare) for his role on the panel, which was critical. It is important that this role has cross-party support and that this appointment has the confidence of the House, to ensure that this important role can be fulfilled with rigour and independence, that our citizens always have a voice in public services and that public service providers are accountable to Parliament. I recommend this appointment to the House.

Question put and agreed to.