Community of Practice - The Summer Series
Watch the recording: Learning from Recent Case Reviews and Good Practice Framework Consultation Insights
If you weren't able to join us live, you can now catch up by watching the recording of this Community of Practice session.
In this session, we’re joined by the Office of the Independent Adjudicator (OIA) to explore key learning from recent case reviews, alongside reflections from their consultation on the Good Practice Framework.
Guest speaker Jo Nuckley, Head of Outreach & Insight at the OIA, shares insights from the OIA’s 2025 Annual Report and published case reviews, highlighting themes and learning that can support organisations in strengthening their own approaches.
The session explores how complaints processes can better support students, with discussion around addressing harassment, supporting disabled students, and understanding how different student experiences can shape engagement with formal processes.
Jo also shares her experience of the OIA’s good practice work, drawing on nearly two decades of reviewing complaints, leading casework teams, and supporting the sector to learn from complaint outcomes.
Whether you’re reviewing your complaints processes, looking to embed learning from case reviews, or interested in emerging good practice across the sector, this session offers valuable insight and reflection.
After the recording, you’re invited to stay online for an informal Q&A with the Culture Shift team and partners from the session. It’s a chance to ask questions, explore themes from the discussion, and consider how the learning could apply within your own organisation.
We look forward to having you attend the event!