Open College Network London Region

OCN London Service Standards

OCN London Customer Service Standards

OCN London aims to offer a service for its members which is responsive, effective and efficient. We are committed to continuously reviewing and improving the quality of our service. If you have comments about our service, or a complaint, we would like to know. Please contact the OCN London office.
 
Centre Recognition
 
OCN London undertakes to:
 
1.  Send information in response to membership enquiries within five working  days of receipt.
 
2.  Provide support through the centre recognition process.
 
3.  Inform applicants of decision on centre recognition within 30 working days of a successful quality review visit.
 
Associate membership
 
OCN London undertakes to:
 
  1. Send information in response to associate membership enquiries within  five working days of receipt. 
  2. Inform applicants of decision on associate membership within 30 working days of receipt of completed application.
 
Organisation
 
OCN London undertakes to:
 
  1. Respond courteously to general queries within ten working days. 
  2. Assign an administrative officer to be responsible for contact with each recognised centre. 
  3. Provide up to date information through published materials and the OCN London website - www.ocnlr.org.uk. 
  4. Publish the Annual Accounts within ten months of the end of the financial year. 
  5. Provide an Annual Report to members. 
  6. Distribute a charging structure to all centres by April each year to be effective from 1st August. 
  7. Pay External Moderator within twenty working days of receiving moderation report and correctly completed form. 
  8. Acknowledge a formal complaint within two working days of receipt and respond, detailing the resolution, or outlining a course of action, within 15 working days. 
  9. Undertake a regular customer survey and report to centres on the outcomes.
 
Accreditation
 
OCN London undertakes to:
  1. Assign a Curriculum Officer to be  responsible for contact with each recognised centre. 
  2. Provide feedback on draft Access to HE submissions and new units within 30 working days of receipt. 
  3. Provide panel documentation to reach participants five working days prior to panel date.
  4. Send Panel Report to participants within fifteen working days of panel date. 
  5. Confirm approval of units within 25 working days of receipt of Final amended documentation in accordance with panel report. 
  6. Confirm approval of Access to HE Diploma Programmes within 25 working days of Quality Committee approval. 
  7. Advise centres of expiry of Access to HE programme validation at least six months prior to the end of the validation period.
Quality Assurance
 
OCN London undertakes to:
 
1.   Assign a quality reviewer to be responsible for each recognised centre.
 
2.   Send an annual quality report for each recognised centre.
 
For Access to HE Diploma providers:
 
3.   Appoint a Lead access Moderator and notify the provider of the appointment by 1st October.
 
4.   Confirm centre moderation allocation within 25 working days of the initial moderation visit.
 
5.   Send Moderation Reports to centres by September each year.
           
6.   Evaluate moderation reports and take action if warranted by October each year.
 
Certification
 
OCN London undertakes to:
 
  1. Send Recommendation for Award of Credit forms 25 working days before final moderation date. 
  2. Issue Access to HE Diplomas by the third week of August for all correctly completed results received by 15th July. 
  3. Issue certificates accompanied by a summary of learner results within thirty-five working days of receipt of correctly completed learner achievement lists. During the peak summer period this timescale may be extended. 
  4. Issue NOCN certificates for the achievement of NOCN qualifications in  accordance with national regulations.
  
Autumn 2008