Overview

08 Oct, 20209:00 am-1:00 pm09 Oct, 20209:00 am-1:00 pm
Online Conference

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

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

Key Speakers

Jo Nuckley photo
Jo Nuckley
Head of Outreach and Insight
Office of the Independent Adjudicator (OIA)
Simon Merrywest photo
Simon Merrywest
Director for Student Experience
University of Manchester
Sarah d’Ambrumenil photo
Sarah d’Ambrumenil
Head of the Office of Student Conduct, Complaints and Appeals
University of Cambridge

Other Speakers

Vicki Baars photo
Vicki Baars
Equality, Diversity and Inclusion Manager
University College London (UCL)
David Malpas photo
David Malpas
Director of Student Affairs
Director of Student Affairs, Middlesex University
Mike Shore-Nye photo
Mike Shore-Nye
Registrar and Secretary
University of Exeter
Ros Hampton photo
Ros Hampton
Head of Conduct and Appeals Unit
University of Wolverhampton

Agenda

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

*Please note to comply with the government’s social distancing guidelines, this Conference will run entirely via an online platform. Specific joining instructions and guidance will be provided to registered delegates

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
Director of Student Affairs, Middlesex University
Confirmed
Ros Hampton
Ros Hampton
Head of Conduct and Appeals Unit
University of Wolverhampton
Confirmed
10:50 am
Break and Networking Groups
11:10 am
Case Management Workshop: Handling and Resolving Common Complaints

In this interactive workshop session, participants will be able to discuss common complaints facing institutions and share solutions in supporting effective resolutions.

Participants will be able to choose 2 of the 3 workshops to participate in.

Workshop A: Service Disruption: Industrial Action and Covid-19

Led by Glenn Moulton, Head of the Office of Student Complaints, Appeals and Regulations (OSCAR), University of Surrey (invited)

Workshop B: Disabled Services and Mental Health Provision

Led by Kirsty Ellinor, Assistant Registrar (Student Conduct & Complaints), Kingston University (invited)

Workshop C: Grading and Degree Outcomes

Led by Andrew Peterson, Head of Quality, Compliance and Student Records, University of Leicester (invited)

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
Chair's Summary - Day 1
9:00 am
Conference Login and Accessing the Online Platform

* Specific joining instructions and guidance will be provided to registered delegates

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
The Student Perspective: Exploring the Impact of Covid-19 on Students
  • Examining the concerns of students amid the Covid-19 pandemic including fears over financial security, employability and degree outcomes
  • Discussing the principles of the NUS Student Safety Net campaign calling for students to be able to repeat the year or receive a tuition fee reimbursement
  • Evaluating the disproportionate impact of the crisis on disadvantaged students, disabled students and those on placement programmes
  • Sharing the views of students from across higher education on teaching provision and support during the crisis
Zamzam Ibrahim
Zamzam Ibrahim
President
National Union of Students (NUS)
Invited
10:10 am
Harnessing Mediation to Resolve Conflicts and Prevent Formal Procedures
  • Exploring how mediation can be utilised to manage conflict and support the development of a solution between parties
  • Sharing strategies in conducting difficult conversations and facilitating agreement
  • Assessing how mediation can prevent students entering a formal complaints procedure
  • Managing the distinction between mediation support and complaint handling across an institution
Kate Grant
Kate Grant
Mediation Services Manager
University of Southampton
Invited
10:40 am
Refunds and Compensation – Implementing Tests that Meet OIA Standards
  • Setting tests which fairly and transparently determine whether disruptions to studies and continuity of service warrant compensation
  • Assessing how mitigation and service adjustments can be delivered to ensure refunds and compensation are a last resort solution
  • Examining the challenges and responses when complaints relate to events outside of the control of the university
  • Analysing how the integrity of the complaints process can maintained as institutions face pressure to issue refunds in relation to the Covid-19 pandemic
Ana Hidalgo-Kingston
Ana Hidalgo-Kingston
Head of Student Administration Service
University of Sheffield
Invited
Sally Sutton
Sally Sutton
Student Conduct and Appeals Manager
University of Sheffield
Invited
11:10 am
Break and Networking Groups
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
Mark Mullaney
Mark Mullaney
Assistant Director, Campus and Accommodation Services
University of Hull
Invited
Wendy Roberts
Wendy Roberts
Director of Student Accommodation
University of Warwick
Invited
Helen Strangward
Helen Strangward
Director of Accommodation and Commercial Services
University of Durham
Invited
12:40 pm
Chair's Summary - Day 2

*Programme subject to change

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