Ombudsman Arlene Brock has issued a damning report after investigating long-standing concerns about access to the Bermuda archives.

Ms Brock launched the probe after receiving six complaints in spring and summer last year from local and overseas researchers about what she described as "unclear and inconsistent policies, inadequate and outdated research tools and arbitrary assistance and selective cordiality".

Yesterday, Ms Brock presented a report on her extensive investigation to Parliament in which she commented that the "lack of policies for users and staff contributes to inefficiency and perceived arbitrary public service", that "the inadequacy of tools that can identify records is tantamount to a barrier to access to the records themselves", and that there is "considerable tension" in the repository which "impacts on the research environment as well as on the confidence of staff".

Ms Brock remarked that a number of the concerns raised during the investigation, such as "prohibitive use fees for materials and uncooperativeness with the larger heritage community" had been raised in the past but not fully addressed.

She explained: "As a consequence, persons doing important work of educational and cultural value for Bermuda sometimes just gave up or tried all other resources before going to the archives."

Ms Brock also noted in a press release accompanying the report: "When Bermuda decided to create the institution of the Ombudsman as a mechanism for good governance, the intention was that the Ombudsman would do the job without fear or favour.

"Sometimes the best way to fix problems is to shine a light on them. The report may be tough medicine to swallow but was needed to move things forward."

She made a number of recommendations including the hiring of a "mentor manager" to audit the status of projects, develop a vision of the role of the archives and find appropriate strategies to accomplish tasks and inspire staff.

Ms Brock also recommended a more robust role for the Archives Advisory Council and better outreach and partnerships with the larger heritage community.

She concluded by urging: "A new coat of paint on top of business as usual will not be adequate or appropriate."

Ms Brock noted that many of the 111 people she interviewed during her investigation expressed concerns over director of the archives Karla Hayward who is the primary decision-maker in the small institution.

However, she said that the complainants, "personal comments and attributions", about Ms Hayward have been put into a private report. This has been handed to the Premier, as the Minister responsible for the archives, the Chief Justice who is the chairman of the Archives Advisory Council, the Secretary to the Cabinet who is the Permanent Secretary responsible for the archives and the director of the archives herself.

Ms Hayward did not respond to an e-mail inviting comment yesterday, with her automatic reply stating that she was out of the office. Ms Brock is due to hold a press conference on the issue at 2 p.m today.