As an ombuds service we have a deeply held commitment to fairness. Our values include equality and diversity and we are committed at all levels of our organisation to promoting this. We do this both through our work and as an employer. In 2023 our Diversity Steering Group, which includes Board members with relevant expertise and the Senior Leadership Team, continued to oversee our work in this area, and equality, diversity and inclusion was regularly discussed at meetings of the full Board.
Casework and outreach
Disabled students
In 2023 we had a particular focus on what we could learn from our casework about the experiences of disabled students. We looked at the complaints we received from disabled students to gain greater insight into the prevalence of different disabilities among students who complain to us, to get a clearer picture of what disabled students complain about, and to look at the outcomes of complaints from disabled students (see also Themes section Complaints from disabled students).
We continued to hold discussion groups with disabled students to understand their experiences in more depth. Students reflected a mixed picture of support in providers, with some telling us about positive experiences of reasonable adjustments, an inclusive curriculum and good support more widely, while others had experienced issues such as difficulty getting or being unable to get the adjustments they felt they needed. Many reported inconsistency, with some individual staff providing excellent support and others not appearing to understand their needs. Some had found it tiring having to explain their disability to multiple different people. Students with fluctuating conditions talked of the particular difficulties of explaining and evidencing them. Some students felt a sense of guilt about for example needing extensions or struggling with attendance.
We also gained insights from discussions with our Disability Experts Panel about a range of issues affecting disabled students.
We have been using these insights to inform our own practice and to share learning with the sector to contribute to improving the experiences of disabled students, including contributing to the Disabled Student Commitment Partner Group and engaging with providers.
Mental health
The most prevalent disability reported by students who complained to us in 2023 was a mental health condition. More widely, many students who may not consider themselves to be disabled are experiencing difficulties with their mental health and wellbeing. We see in our casework the very significant impact mental health issues can have on a student and on their ability to engage with their studies and with the processes that are intended to support them. We also see some of the challenges for providers in supporting students’ mental health, especially where overstretched NHS services may be unable to provide timely support for those who need it.
In 2023 we continued to contribute to work in the sector to address this important issue, in particular through participation in the Higher Education Mental Health Implementation Taskforce.
Students of different ethnicities and faiths
We continued to engage with the work of the Living Black at University Commission, including presenting at the Living Black at University Conference: Creating meaningful change. We held further discussion groups with students of different ethnicities to support our understanding of different students’ experiences.
We ran a series of discussion groups with students of different faiths to learn more about their experiences. Students of Christian, Jewish and Muslim faiths all spoke of being able to find a welcoming community and a sense of belonging through student societies. However, it was concerning to hear of Jewish and Muslim students feeling the need to hide or minimise their faith identities and reporting concerns about their security, and the impact for some of the current Israel-Gaza conflict. We also met with the Union of Jewish Students, and engaged with the work of the Parliamentary Taskforce on Antisemitism in Higher Education.
Our organisation
In 2023 we maintained a strong focus on diversity in our recruitment. We continued to take a more skills-based approach that relies less on candidates’ previous opportunity and experience. We made use of recruitment software to reduce the risk of unconscious bias and support objectivity, for example through anonymising applications. We continue to monitor diversity in our organisation.
We also support diversity through offering flexible working arrangements, including part-time positions at all levels. Colleagues can work remotely for a high proportion of their working time, if they prefer and as their role allows, and have a lot of flexibility in their working hours. This can be particularly helpful for those who are managing disabilities or health conditions, or who have caring responsibilities.
We have a job evaluation framework and grading structure to set the appropriate pay grade for each role so that people doing the same or similar roles are paid on an equal basis. Around three-quarters of our staff are female, and the proportion in senior roles is similar. At 31 December 2023 we had a median gender pay gap in favour of men of 7.9%, compared with 5.6% in 2022. This figure varies over time due to the small size of the organisation. The Board and relevant committees monitor it annually.
It is important not only that we continue to improve the diversity of our workforce but that everyone who works for us feels valued, included and supported. In 2023 we continued to promote an inclusive working culture, for example encouraging openness about health conditions so that we can better support colleagues in their work.
We continued to promote awareness and increase understanding, and to celebrate diversity. Discussion of equality, diversity and inclusion is included in our induction programme for new staff. We marked several events and celebrations during the year including Pride Month and Black History Month, and regularly shared information about events and issues to raise awareness.
We also pay attention to and monitor diversity on our Board. We reviewed and updated our Trustee recruitment materials from an EDI perspective. In our recruitment of new Trustees in 2023, including a new Chair, we proactively reached out to attract diverse candidates.
