Sarah Bendall as the new First Assistant Ombudsman in the Office of the National Student Ombudsman has a passion for resolving complaints. Six days into this new role she outlines the background to the office and role, and how she plans to provide a route for students to ensure they have a safe, fair and secure experience, and hold universities to account. In a conversation with Cate Gilpin of Welcoming Universities she outlines the short term priorities and long term vision for a key plank of the Universities Accord and the most significant step in caring for students the sector has seen.