Headlines of the year / Performances and successes
Headlines of the year
- We published the revised Good Practice Framework: Delivering learning opportunities with others, as well as five sets of case summaries and accompanying casework notes.
- We continued our work with the Welsh government, Medr and others towards making our service available to students across the post-compulsory education and training sector in Wales.
- We worked closely with governments, sector bodies, National Union of Students and other organisations to contribute to relevant discussions and developments.
- We launched a strategic review alongside colleagues to build on our performances in 2024. This led to us agreeing a new strategy for 2025.
- We successfully agreed and adopted new Articles of Association and our planned new governance arrangements came into effect.
- We ran an extensive outreach programme of over 50 events with over 900 participants as well as in-person visits to providers and student representative bodies, and contributed to a host of sector events. We also held discussion groups with students and student advisors.
Performances and successes
- 3,613 complaints received - 15% up on 2023
- 3,645 complaints closed - 9% up on 2023
- 94% of cases closed within six months of receipt
- We reduced the age of our open complaints
- Average of 82 days to close a case (reduced from 125 in 2023)
- 70% of complaints were closed within three months and only 1% of complaints were nine months or older when closed
- We responded to 99% of enquiries within two business days
- We focused on cross-team working, which is helping efficiency
- We triaged more cases than ever before
- We continued focus on quality and kind and compassionate communication