Working Together Respectfully

Working Together Respectfully

The University is committed to providing a fair, supportive and respectful student casework and complaints service. This page explains the standards of behaviour that apply when engaging with the Student Casework Team and staff involved in student casework procedures or the Complaints Procedures for Applicants or Members of the Public. Its purpose is to support constructive communication, protect the wellbeing of everyone involved, and help ensure that concerns are considered fairly and effectively.

For more detailed information, please read the Working Together Respectfully Guidance.

Scope

This guidance applies when engaging with the Student Casework Team and staff involved in student casework procedures or the Complaints Procedures for Applicants or Members of the Public.

Our commitment

The Student Casework team is responsible for the operation of the University's formal student procedures and the Complaints Procedures for Applicants and Members of the Public. The team is committed to providing a fair, supportive and accessible service for students, applicants, staff and members of the public who engage with our student casework and complaints processes.

We understand that people may contact us when they are feeling worried, frustrated or disappointed. We are committed to listening, treating everyone with dignity and respect, and considering concerns fairly.

At the same time, we have a responsibility to ensure that our staff can work safely and effectively, and that our services remain accessible to everyone who needs them.

What you can expect from us

When you contact us, you can expect us to:

• Treat you with courtesy, professionalism and respect
• Listen to your concerns and consider them fairly
• Communicate clearly and explain our processes
• Keep you informed about what will happen next
• Make reasonable adjustments where appropriate
• Support constructive and respectful engagement throughout the process

What we ask from you

We ask everyone who engages with our services to:

• Treat staff and others involved with courtesy and respect
• Communicate honestly and constructively
• Provide relevant information when requested
• Allow reasonable time for responses
• Raise concerns or disagreements in a calm and respectful way
• Follow the relevant University procedures

We recognise that people may not always agree with decisions or outcomes. However, we expect disagreements to be expressed respectfully.

Unacceptable behaviour

Most interactions with the Student Casework team are positive and constructive. However, we will not accept behaviour that affects staff wellbeing or prevents us from delivering a fair service.

Examples of unacceptable behaviour include:

• Threats or intimidation
• Harassment, bullying or stalking
• Aggressive, abusive or discriminatory language
• Coercive or controlling behaviour
• Excessive or repetitive contact that disrupts our work
• Attempts to contact staff through inappropriate channels, such as personal social media accounts

This list is not exhaustive.

How we may respond

Where behaviour becomes unacceptable, we will usually seek to address concerns informally first. If the behaviour continues, we may take steps to manage contact.

Depending on the circumstances, this may include:

• Limiting how or when contact can be made
• Restricting contact to a named member of staff
• Ending meetings, calls or other interactions
• Declining to respond to correspondence containing abusive or inappropriate content
• Pausing or ending our involvement where appropriate

In serious cases, particularly where threats, harassment or abusive behaviour occur, action may be taken immediately.

Accessibility and reasonable adjustments

We are committed to providing accessible Casework and Complaints services and encourage anyone who requires reasonable adjustments to let us know. We will work with individuals wherever possible to support effective communication and engagement.

Reasonable adjustments do not require the University to accept behaviour that is abusive, threatening or unsafe.

Raising a concern

We recognise that people may be dissatisfied with a decision, service or outcome and may wish to raise concerns, make a complaint or challenge a decision. Doing so will not in itself be regarded as unacceptable behaviour. This guidance is concerned with how we communicate and engage with one another, rather than the nature of the concerns being raised.

If you believe this guidance has not been applied fairly or appropriately, you may raise a concern through the University's Complaints Procedures.