A single complaint from an elderly public housing tenant has prompted changes to Homes NSW procedures after the NSW Ombudsman found her belongings were wrongly destroyed following severe sewage damage to her home.
The case is one of several highlighted in the NSW Ombudsman’s Casebook July 2026: Investigations and Complaint-handling Case Studies, which outlines how complaints from members of the public have led to compensation, policy changes and broader reforms across government agencies.
Between 1 January and 30 June 2026, the Ombudsman handled 8,913 actionable complaints and completed six formal investigations, identifying recurring problems including delays, poor communication and administrative failures that caused unnecessary distress for people relying on public services.
One of the most significant cases involved an elderly elderly public housing tenant whose belongings were removed and destroyed without authorisation after sewage leaks contaminated her public housing property.
Although she was assured she would receive compensation, Homes NSW failed to provide adequate information to its insurer, contributing to her claim being denied.
NSW Ombudsman Paul Miller said the complaint resulted in both compensation for the tenant and lasting changes within the agency.
“By using our powers to shine a light on the unreasonable conduct, the tenant will now receive an apology and full compensation from Homes NSW,” said Miller.
“Importantly, the complaint will also lead to new procedures and guidelines, helping to ensure that other community members do not experience similar misfortune.”
The Casebook also examines investigations into the Department of Communities and Justice’s handling of reports involving children at risk of significant harm and a local council’s failure to enforce fire safety obligations at a residential building.
“While each investigation concerned a different area of public administration, common themes emerged, including delays, inaction and poor communication that unnecessarily increased distress for affected people.”
Across the six investigations, the Ombudsman made 42 recommendations aimed at improving administrative practices across the public sector.
While formal investigations remain an important part of the Ombudsman’s work, the report shows most complaints are resolved without requiring a full investigation.
“Our aim is to resolve complaints as early and efficiently as possible,” Miller continued.
“The Casebook highlights the kinds of outcomes that can be achieved through the range of early resolution tools that the Ombudsman can utilise.”
The latest Casebook also identifies the treatment of people with disability as a recurring issue.
Case studies include an agency that failed to adequately accommodate a person with disability after receiving an AI assisted complaint, and another involving an inmate whose mental health was not adequately considered before adverse decisions were made.
Another case resulted in a student having a $44,990 TAFE debt waived after administrative errors meant she had not made an informed decision about the financial consequences of enrolling in a course.
“The case studies in this report include key learnings that could apply to any public authority or service provider,” Mr Miller said.
Published twice a year since July 2024, the NSW Ombudsman’s Casebook aims to provide greater transparency about the complaints process while helping public sector agencies improve administrative conduct and service delivery.
Alongside investigations and complaint handling, the NSW Ombudsman also provides guidance, resources and training to public sector agencies.
The work is guided by six complaint management principles designed to help agencies improve complaint handling, transparency and community services.
