We met our key performance indicators for the
timeliness of our processes again this year. We have
achieved this despite a significant increase in the
number of complaints coming to us, with case receipts
returning to similar levels to those we saw in
2012-2015.
We further developed our outreach work, sharing
learning and helping to improve practices. We consulted
on and published a new section of the Good Practice
Framework, on Disciplinary
procedures. We ran an extensive programme
ofwebinars, workshops, events and visits.
We particularly focused on reaching out to students and
student representative bodies to raise awareness of our
work and to help us to better understand their
concerns.
We welcomed more higher education providers into
membership of our Scheme, giving more students access
to independent redress for their complaints. We
consulted on and revised
our Rules, reflecting
changes under the Higher Education and Research Act
2017 and simplifying their language.
We played our full part in the evolving
regulatory landscape, in the context of the creation of
the Office for Students (OfS) in England and emerging
plans for the reform of the post-compulsory education
and training sector in Wales. We worked effectively
with other organisations to contribute to a joined-up
approach to student protection whilst always
safeguarding our independence as an ombuds
organisation.
We will explore trends and themes from the year
in more detail in our Annual Report 2018, which we will
publish at the end of April.
Our Operating Plan
2019 is based around four key
priorities through which we fulfil our purpose:
reviewing student complaints, sharing learning, working
effectively with others and continually developing our
organisation. The Plan sets out what we will do in 2019
to advance each of these priorities and what we intend
to have achieved by the end of the year.
