The Office of the Public Guardian (OPG) continued its statutory role in 2024–25, safeguarding individuals in England and Wales who lack the mental capacity to make decisions about their health, welfare, or finances. The report outlines a year of operational resilience, digital transformation, and renewed focus on customer service, despite ongoing pressures from rising demand and complex caseloads.
Strategic Priorities and Achievements
OPG’s performance was anchored in five strategic priorities:
- Improving the customer experience
- Delivering a modern, efficient service
- Strengthening safeguarding and supervision
- Supporting the wider justice system
- Investing in people and capability
A major milestone was the continued rollout of the digital Lasting Power of Attorney (LPA) service. The number of LPAs registered reached record levels, with over 1 million applications processed—demonstrating both public trust and the success of digital adoption. The service achieved a 99.5% accuracy rate in LPA registrations, reflecting improved quality assurance and staff training.
Safeguarding and Supervision
OPG maintained its commitment to protecting vulnerable individuals through its supervision of court-appointed deputies. Over 60,000 deputyship cases were managed, with a focus on risk-based supervision and proactive engagement. The organisation also responded to over 5,000 safeguarding referrals, with a significant proportion resulting in formal investigations or interventions.
The report highlights the introduction of a new safeguarding triage model, which improved response times and prioritisation of high-risk cases. OPG also collaborated with local authorities and the police to strengthen multi-agency safeguarding arrangements.
Financial Performance
The OPG operated within its allocated budget, with total expenditure of approximately £90 million. The majority of funding came from fees charged for LPA registrations and deputyship supervision. The report notes a modest surplus, which will be reinvested in service improvements.
Efficiency gains were achieved through automation and streamlined casework processes, contributing to a 10% reduction in average case handling times. However, the report acknowledges ongoing challenges in managing legacy systems and the need for further investment in IT infrastructure.
Organisational Development
Staff engagement remained a priority, with the launch of a new People Strategy aimed at improving wellbeing, diversity, and career development. The OPG reported a staff engagement score of 72%, up from 68% the previous year. Hybrid working arrangements were embedded across the organisation, supporting flexibility and productivity.
Leadership changes also occurred during the year. Ruth Duffin was appointed interim Public Guardian and Chief Executive in April 2025, following the departure of the previous postholder. Her appointment marks a continued focus on stability and strategic continuity.
Looking Ahead
The report concludes with a forward look to 2025–26, highlighting plans to:
- Expand digital services, including a new online deputy reporting tool.
- Enhance data analytics for safeguarding.
- Strengthen partnerships with the Court of Protection and third-sector organisations.
Read the full report