Meeting Student Expectations
15 Mar 2011
Students or consumers? A consumer revolution? 3rd Annual Conference held at Westminster Studio, London

Set in the context of the Higher Education White Paper this important national conference brought together policy makers, student support professionals, student representatives and senior HE administrators and legal experts to consider the impact that the new financial situation will have on student expectations and the possibility of greater "consumer protection" for students.

Programme
10:00
John O’Leary, Editor, Times Good University Guide
Welcome and introduction from conference chair

10:10
Rob Behrens, Independent Adjudicator, the Office of the Independent Adjudicator for Higher Education (OIA)
Students as consumers: the impact of Browne on complaints

10:30
Kate Little, Academic Affairs Officer, University of Manchester and NUS Ambassador
Institutional complaints and appeals procedures

11:00
Professor Mary Stuart, Vice-Chancellor, University of Lincoln
Developing the student community, expectations, teaching and the whole experience of HE

11:20
Questions and discussion: Session 1
11:30
Refreshment, networking and exhibition
12:00
Dr Andrew West, Director of Student Services, University of Sheffield and chair AMOSSHE – the Student Services Organisation
Measuring the value and impact of student services

12:20
William Archer, Director, i-graduate
Understanding what international students want and need

12:40
Rachel Winzer, Director of Research, 1994 Group
Better information for prospective students

13:00
Questions and discussion: Session 2
13:10
Buffet lunch, refreshments and networking
13:50
Anthony McClaran, Chief Executive, Quality Assurance Agency for Higher Education
Keynote address

14:10
Paul Bogle, University Solicitor & Clerk to the Governing Body, Canterbury Christchurch University
How to deal effectively with student complaints in house - 1

14:28
Paul Bogle, University Solicitor & Clerk to the Governing Body, Canterbury Christchurch University
How to deal effectively with student complaints in house - 2

14:30
Professor Julie Mennell, Deputy Vice-Chancellor (Academic), University of Sunderland, THE 2010 Award Winner for Most Improved Student Experience
Whole institution strategies to enhance the student experience

14:50
Questions and discussion: Session 3
15:00
Refreshments, exhibition and networking
15:30
Seminar 1: Learning from and understanding your students - the key to partnership and co-production
Derfel Owen, Development Officer (Students and Enhancement), Quality Assurance Agency for Higher Education - 1

15:30
Seminar 1: Learning from and understanding your students - the key to partnership and co-production
Derfel Owen, Development Officer (Students and Enhancement), Quality Assurance Agency for Higher Education - 2

15:31
Seminar 2: Exploring the ‘value’ of higher education – the key drivers of the variation in willingness to pay
Ben Marks, Managing Director, Opinionpanel Research