Overview

08 Oct, 20209:00 am-1:00 pm09 Oct, 20209:00 am-12:40 pm
Online Conference
This event has passed.

The 5th Annual Student Complaints Forum will assess the next steps in delivering robust complaint management following the Covid-19 pandemic.

The 5th Annual Student Complaints Forum will run as an online conference taking place across the mornings of 8th and 9th October 2020. Join us to hear from 15+ expert speakers and practitioners across 2 days.

The 5th Annual Student Complaints Forum will assess the next steps in delivering robust complaint management following the Covid-19 pandemic. With universities facing an unprecedented level of complaints and growing demands for refunds as a result of the crisis, this Forum will deliver leading best practice insights and expert updates on successfully preventing, managing and resolving student complaints.

What to Expect

  • A national update from the Office for the Independent Adjudicator (OIA)
  • 3 interactive breakout workshops to choose from exploring effective case management and complaints resolution
  • An assessment of how higher education complaints and resolution leaders are responding to the Covid-19 crisis
  • 15 + expert speakers and practitioners sharing leading updates and innovative projects on enhancing complaints procedures across the sector

An Online and Interactive Format

  • A 2 day Conference delivered via an interactive online platform
  • Opportunities for virtual networking and discussion
  • Speaker sessions delivered with live presentations and resources
  • Live interaction tools and break out rooms
  • Varied formats and screen breaks to support an engaging experience
  • Post-event resources and networking follow ups

FIND OUT MORE ABOUT OUR NEW ONLINE EXPERIENCE

Online Experience

  • Match making networking and live delegate meet ups
  • Replay functions so you never miss a session
  • Live chat, questioning and polling tools
  • Real time resources and presentations
  • Topic based discussion groups
  • Next generation conference engagement platform

Agenda

  • Day 1 - 8 October 2020
  • Day 2 - 9 October 2020
9:00 am
Conference Login and Accessing the Online Platform

Throughout the Conference you will be able to make use of:

  • Match making networking and live delegate meet ups
  • Replay functions so you never miss a session
  • Live chat, questioning and polling tools
  • Real time resources and presentations
  • A next generation conference engagement platform
9:25 am
Your Tour of the Online Conference Platform

Before proceedings get underway, this short explainer session will explore how you can get the most out of our new next generation Conference platform.

Our IG Higher Education Team will run through how to make virtual connections, creating networking meet ups, accessing content on demand and how to use our new Q&A, chat functions and virtual polling tools.

9:30 am
Chair's Welcome Address
Mike Shore-Nye
Mike Shore-Nye
Registrar and Secretary
University of Exeter
Confirmed
9:40 am
A National Update from the OIA: Managing Higher Education Complaints following Covid-19
  • Exploring the key trends in student complaints across the sector and how effectively providers are handling complaints and appeals
  • Assessing common complaint scenarios emerging from the Covid-19 pandemic and the advice of the Independent Adjudicator in managing complaints through the crisis
  • Analysing how institutions can seek to effectively collaborate with the OIA in delivering robust procedures for Covid-19 complaints
  • Examining the latest updates to the OIA Good Practice Framework and guidance on ensuring ‘Fitness to Practise’ for students on profession-based courses
Jo Nuckley
Jo Nuckley
Head of Outreach and Insight
Office of the Independent Adjudicator (OIA)
Confirmed
10:10 am
Panel Discussion: Successfully Preparing and Responding to Covid-19 Complaints
  • Examining the challenges posed to institutions which are leading to complaint cases and demands for refunds
  • Assessing how effective solution-based adjustments and course provision can be harnessed to seek resolutions
  • Evaluating how service leaders are managing robust and transparent Covid-19 complaint procedures
  • Assessing what complaint and investigation leaders have learnt from the crisis and how this can drive improvements in case management in the future
Simon Merrywest
Simon Merrywest
Director for Student Experience
University of Manchester
Confirmed
David Malpas
David Malpas
Director of Student Affairs
Middlesex University
Confirmed
Ros Hampton
Ros Hampton
Head of Conduct and Appeals Unit
University of Wolverhampton
Confirmed
11:00 am
Break, Virtual Networking and Live Delegate Meet Ups

Your opportunity to make the most of the virtual Conference, meet up with fellow delegates, make connections and tour our real-time resources and content.

Don’t forget if you’ve missed a session, you can use our replay functions, so you can watch all the content on demand at a time that suits you.

11:20 am
Delivering a Robust and Transparent Approach to Case Management
  • Delivering effective casework management processes
  • Meeting the standards of the OIA’s Good Practice Framework for complaints and disciplinary cases
  • Designing clear institutional processes and supporting transparency and trust
  • Making reasonable adjustments for disabled students – working with disabled students, seeking consent to share records, student representatives
  • Handling student disciplinary cases including issues relating to Sexual and Gender Based Violence – internal and external investigations
  • Managing legal action relating to complaints
Dr Jonathan Tanner
Dr Jonathan Tanner
Student Casework Manager
SOAS
Confirmed
12:00 pm
Break, Virtual Networking and Live Delegate Meet Ups

Your opportunity to make the most of the virtual Conference, meet up with fellow delegates, make connections and tour our real-time resources and content.

Don’t forget if you’ve missed a session, you can use our replay functions, so you can watch all the content on demand at a time that suits you.

12:10 pm
Lessons Learnt: Transforming the Approach to Sexual Misconduct and Harassment Allegations

Following a high-profile case of student sexual misconduct in the summer of 2019, the University of Warwick shares how it has transformed its approach. The session will consider:

  • Improving the process for responding to disclosures and formal complaints of harassment or misconduct
  • Embedding confidence and independence into reporting procedures
  • Putting support for victims and those that have experienced sexual misconduct at the centre of the new strategy
Rachel Sandby-Thomas
Rachel Sandby-Thomas
Registrar
University of Warwick
Confirmed
12:30 pm
Student Complaints about Staff – How to Effectively Combine Student Complaints and HR Processes
  • Some student complaints may necessitate a staff disciplinary investigation: understand how to combine both processes, resulting in a single investigation – better for both the student and the staff member
  • Lessons learnt from developing the process: real case highlights
  • Tricky situations uncovered – the limits of anonymous complaints; what to tell students following the outcome of a staff disciplinary investigation; out of time complaints; limiting interaction between the student and staff member
Sarah d’Ambrumenil
Sarah d’Ambrumenil
Head of the Office of Student Conduct, Complaints and Appeals
University of Cambridge
Confirmed
1:00 pm
Day 1 Conference Close, Virtual Networking and Live Delegate Meet Ups

The Conference for Day 1 concludes at 1pm.

You will still have the opportunity to make the most of the virtual Conference, meet up with fellow delegates, make connections and tour our real-time resources and content.

Don’t forget if you’ve missed a session, you can use our replay functions, so you can watch all the content on demand at a time that suits you.

9:00 am
Conference Login and Accessing the Online Platform

Throughout the Conference you will be able to make use of:

  • Match making networking and live delegate meet ups
  • Replay functions so you never miss a session
  • Live chat, questioning and polling tools
  • Real time resources and presentations
  • A next generation conference engagement platform
9:25 am
Your Tour of the Online Conference Platform

Before proceedings get underway, this short explainer session will explore how you can get the most out of our new next generation Conference platform.

Our IG Higher Education Team will run through how to make virtual connections, creating networking meet ups, accessing content on demand and how to use our new Q&A, chat functions and virtual polling tools.

9:30 am
Chair's Welcome Address - Day 2
Mike Shore-Nye
Mike Shore-Nye
Registrar and Secretary
University of Exeter
Confirmed
9:40 am
Service Disruption: Industrial Action and Covid-19 - Leading Response

In this session Nikki Pierce, Academic Registrar, University of Bradford, will explore the institution’s approach to preventing and responding effectively to student complaints in relation to industrial action and Covid-19.

Nikki Pierce
Nikki Pierce
Academic Registrar
University of Bradford
Confirmed
10:10 am
Student Voice on the COVID Crises: What Universities Need to Hear and Do

This session provides insight into the student experience during a pandemic – exploring student expectations of university management in 3 areas: housing, course delivery and social/extra-curricular activity. With recommendations on how to support students with examples from the University of Leicester Students Union

Mia Nembhard
Mia Nembhard
President
University of Leicester Students' Union
Confirmed
10:40 am
Break, Virtual Networking and Live Delegate Meet Ups

Your opportunity to make the most of the virtual Conference, meet up with fellow delegates, make connections and tour our real-time resources and content.

Don’t forget if you’ve missed a session, you can use our replay functions, so you can watch all the content on demand at a time that suits you.

11:30 am
A Preventative Approach: Implementing Environmental Investigations
  • Examining UCL’s trial into environmental investigations in which a data-led approach analyses departmental activity to prevent complaints
  • Evaluating key data indicators on a department including the context of anonymous reporting to drive evidence-led interventions which can prevent incidents
  • Developing a picture of anonymous reports and complaints to identify trends in harmful behaviours or toxic cultures on campus
  • Assessing how institutions can develop the environmental investigation within their own context to prevent the core drivers of complaints
Vicki Baars
Vicki Baars
Equality, Diversity and Inclusion Manager
University College London (UCL)
Confirmed
12:00 pm
Panel Discussion: Preventing and Addressing Student Accommodation Complaints
  • Assessing the impact of Covid-19 on accommodation complaint cases
  • Evaluating how a preventative approach can be developed as accommodation services look to deliver the “new normal” in accommodation provision
  • Exploring how student engagement, feedback and reporting can be harnessed to support an improved accommodation experience
  • Analysing what institutions can expect in 2020/21 in relation to accommodation complaints
Dean Spears
Dean Spears
Director of Campus Services
University of York
Confirmed
Chris Shelley
Chris Shelley
Director of Student and Academic Services
University of Greenwich
Confirmed
Elizabeth O’Reilly
Elizabeth O’Reilly
Head of Campus Services
University of the West of Scotland
Confirmed
12:40 pm
Day 2 Conference Close, Virtual Networking and Live Delegate Meet Ups

The Conference for Day 2 concludes at 12:40pm.

You will still have the opportunity to make the most of the virtual Conference, meet up with fellow delegates, make connections and tour our real-time resources and content.

Don’t forget if you’ve missed a session, you can use our replay functions, so you can watch all the content on demand at a time that suits you.

Audience

This Forum is specifically designed for the Higher Education Sector. Those in attendance will include:

  • Directors of Academic Services
  • Heads of Conduct and Appeals
  • Heads of Accommodation Services
  • Heads of Student Support
  • Registrars
  • Complaints and Appeals Managers
  • Complaints and Appeals Officers
  • Customer Service Managers

Pricing

  • Online Conference Rate (Public & Voluntary Sector)
    £295 + VAT
  • Online Conference Rate (Private Sector)
    £395 + VAT
For group discounts and enquiries about your registration please contact us on 020 3770 6580 or enquiries@insidegovernment.co.uk