1-19 Torrington Place
9th and 10th Floors
London WC1E 7HB
Tel: +44 (0)20 7679 2000
HR Service Standards
- Location details
- HR teams
Human Resources currently comprises approximately 90 staff spread across 6 teams. HR staff are located at 1-19 Torrington Place, Maple House and 3 Gower Place. Human Resources is committed to providing a quality, timely and efficient service which reflects corporate, departmental and faculty objectives. On occasion where a service standard might not be possible to be achieved, this will be communicated to the manager as soon as possible and a date for completion negotiated with the manager concerned.
From the arrival of new staff members to their departure, Human Resources seeks to provide an excellent service in all aspects of employment. The New Staff reception which is located on the 9th floor of 1-19 Torrington Place, enables new staff to present themselves and relevant documents to HR during their first few days of employment.
The website for new appointments can be found at www.ucl.ac.uk/hr/new_starters/
The HR website will enable you to identify who your departmental contact is. This is where all enquiries should be directed in the first instance. The web address is www.ucl.ac.uk/hr/staff/ ..
Visitors to Human Resources should note that all sections are generally available to visitors 10 am – 4 pm Monday to Friday. However, it may be possible to access Human Resource staff outside these times subject to prior agreement.
The following table outlines in general terms, response times by the HR teams to enquiries made. More specific information will be given in point 3 where a breakdown of the service of each HR team will be given in more detail.
will be returned within 24 hours if they are left within the working day – possibly longer if it is clear from the call that is acceptable.
will be responded to within 2 working days if received on a normal working day.
will normally be responded to within 3 working days. Holding letters will give information about when a full response will be available.
will be processed and forwarded within 3 working days of receipt of all necessary information.
will be issued within 5 working days of receipt of Finance Division approval and all necessary paper work from the department.
Notes of meetings which a member of the HR Division is minuting, will be completed within 5 days unless a different time frame is agreed.
1-19 TORRINGTON PLACE
1-19 TORRINGTON PLACE
1-19 TORRINGTON PLACE
1-19 TORRINGTON PLACE
1-19 TORRINGTON PLACE
HR ORGANISATIONAL & STAFF DEVELOPMENT
1-19 TORRINGTON PLACE
HR POLICY AND PLANNING
1-19 TORRINGTON PLACE
HR OCCUPATIONAL HEALTH SERVICES
3 GOWER PLACE
Head of Payroll and Operations Services - Jon Everard
1. Office Hours
Payroll and Pension Services (PAPS) is open for personal enquiries between 10.00am to 4.00pm Monday to Friday.
Telephone queries will be responded to during 09.00am and 5.00pm.
2. Correspondence / Telephone Enquiries / E-Mail / Personal Callers
- Correspondence arriving into PAPS: Dependent on the nature of the letter, a reply will be sent within five working days. An acknowledgement will be sent if it is anticipated a longer response time is necessary.
- Correspondence leaving PAPS: All correspondence will be signed and dated by the appropriate payroll / pension administrator. Letters and envelopes to staff will be marked 'Private & Confidential'.
- Telephone Enquiries: Where possible, dependant on the nature of the enquiry, telephone calls will be dealt with immediately. All telephone calls will be returned and callers given an update on proceedings within twenty-four hours.
- E-Mail: All enquiries by e-mail will be dealt with as soon as possible. The originator will be notified by return e-mail of the intended timescale.
- Personal Callers: Enquiries will be taken at the counter on the 9th floor and where necessary referred to the relevant administrator during the above office hours.
3. Payment of Salaries
Salaries are paid into a bank account or building society accounts on the last working day of the month. Payslips will be available online around the 26th of each month. The payslip however will not be guaranteed until pay day.
Employees will receive a P60 income tax form by 31 May of each year for the preceding tax year in accordance with HMRC regulations.
All payroll information direct from employees and departments where appropriate, must be received by PAPS by the stated deadline for payment to be made on the last working day of each month.
4. New Employees
- Where details of bank/building society accounts have not reached PAPS in time for salary payment, an exception has been made for new employees to receive their first salary payment by cheque, unless required to attend New Staff reception. The cheque and payslip will be sent to the home address as given together with a letter requesting details to be forwarded to PAPS. Failure to do so may result in a delay in receiving the next salary payment.
- A new member of staff who is eligible to join a pension scheme will be written to shortly after joining UCL. We are obliged by The Pensions Act 1995 to make new members of staff aware of the occupational pension scheme within two months of becoming eligible.
5. Transfer Requests from a Previous Pension Scheme
Where a new member of staff completes a form requesting a transfer value from a previous scheme, the completed transfer request form is passed to the relevant pension scheme.
Transfer offers typically take six months to be produced. Transfer offers are sent to the member for review and decision within one day of being received in PAPS.
Note that some transfers can take twelve to eighteen months to complete.
6. AVC Quotes
An estimate for an AVC quote prepared by PAPS will normally be sent to the member within one week of the request. Some quotes may require verification from the pension scheme which may result in a longer response time. In these instances the member will be advised.
7. Statement of Retirement Benefits
An estimate of retirement benefits prepared by PAPS will normally be sent to the member within one week of the request. Some estimates may require verification from the pension scheme which may result in a longer response time. In these instances the member will be advised.
For leavers, the final payslip and P45 are posted to the home address at the month end. Addresses can be checked on My View.
For staff retiring from UCL and being in receipt of an occupational pension, the income tax form P45 will be submitted to the relevant pension scheme.
For pension purposes, staff leaving UCL employment are written to within two weeks of PAPS being notified of their departure. The member should receive a statement sent to their home address from their pension scheme within eight weeks of the scheme being notified.
Payroll and Pension Services should be informed at least three months before a member of a scheme wishes to retire. An estimate of benefits request will be made to the relevant scheme. The estimate and forms requiring completion will be sent to the member within one week of receipt from the scheme. Once completed and returned to PAPS these will be forwarded within one week to the relevant pension scheme.
Director - HR Consultancy, Organisational and Staff Development - Cheryl Newsome
The Human Resources Consultancy Team, provides a professional advice and guidance service to managers and staff on non routine employment related issues. This includes:
- the interpretation of national and local conditions of service
- development and implementation of employment policies
- advice on employment legislation
- guidance and support for senior managers managing discipline, grievance, sickness or performance issues
- professorial appointments
- post - 65 appointments
- grading reviews
- management of the promotions procedure for academic and research staff
- the focal point in HR for the UCL-NHS interface.
- monitoring of probation reviews and staff appraisals throughout UCL.
- the senior salary review process
- early retirements
The team also provides information, advice and administration of a wide range of HR processes, such as:
- work permits
- honorary/emeritus appointments
- regradings and additional discretionary increments
- Criminal Records Bureau (CRB) checks.
Office hours are 9.00am to 5.00pm but there is usually someone available from 8 am – 6 pm.
1. Work Permit Requests
We recognise how important it is that work permits/work permit extensions and applications for leave to remain in the UK are processed without unnecessary delay. A guide to employing overseas workers is available on the HR web site at http://www.ucl.ac.uk/hr/docs/wpguide.php
The team will:
- Process and forward to Work Permits UK all completed work permit applications in a timely manner, according to the required start date of the employee and when given reasonable notice. Please note it can take approximately 6-8 weeks from sending off a work permit application to receipt from Work Permits UK.
- Queries received from Work Permits UK will be forwarded to departments within 2 working days of their receipt in HR.
- On receipt of returned passports, approved work permits, approved work permit extensions and decisions on leave to remain applications, departments will be notified within 2 working days.
For specialist advice on making an application for a work permit, contact your Human Resources Assistant contact.
2. Request for Grading Reviews and Additional Discretionary Increments
2.1 Full details of the grading review and additional discretionary increment schemes are available on the HR website at http://www.ucl.ac.uk/hr/docs/gradings/gradings_links.php.
The team will confirm receipt of these applications within 2 working days of arrival in the HR Consultancy Team.
For specialist advice regarding a regrading application, contact your Human Resources Officer in the first instance.
2.3 Details of the additional and discretionary increment scheme for academic staff are available on the HR website at
3. Criminal Record checks
As part of the recruitment process and in order to protect vulnerable children or adults, a DBS (formerly CRB) check may need to be made on an individual undertaking certain types of work or applying for particular posts. For further information regarding criminal convictions and criminal record checks, see the HR web site at http://www.ucl.ac.uk/hr/docs/criminal_record.php.
Advice and guidance, as well as the appropriate forms, are available from your Senior HR Consultancy Officer contact.
Completed DBS disclosure application forms will be processed by HR Consultancy within 5 working days, unless further information is required from the department.
On receipt of the disclosure from the DBS, departments and individuals will be informed via a memo within 7 working days.
4. Honorary Appointments
Information on appointing honorary staff and the appropriate forms can be found at: http://www.ucl.ac.uk/hr/docs/honourary_titles.php
Honorary appointments will be processed within 4 weeks. Letters will be sent out to individuals and heads of department confirming that the appointment has been made.
Information on the induction and probation policy and appropriate forms for both Academic and Non-Academic staff can be found at: http://www.ucl.ac.uk/hr/docs/prob_procedure_links.php
Final probation forms received in HR Consultancy will be entered into Resourcelink and appointments will be confirmed within 3 weeks.
Any performance-related issues identified on probation forms will be followed up within 1 week.
Head of Payroll and Operations Services - Jon Everard
Location: 9th floor of 1-19 Torrington Place, visitors can come to Operations, via the HR Reception, between the hours of 9.30 am – 4.30 pm without need of an appointment.
The managers of the service are:
HR Administrative Manager
|Day to day overall responsibility for managing the Operations team and ensuring service standards are met|
Senior HR Administrator
0207 679 5931 x 45931 firstname.lastname@example.org
Senior HR Administrator
0207 679 1281 x 41281 email@example.com
Senior HR Administrator
0207 679 1277 x 41277 firstname.lastname@example.org
Team leaders with responsibility for providing employment contract advice, process and issuing of employment contracts for new starters and changes to contracts and, validation of Form 6 payments for the following departments:
|Built Environment Faculty Office||All VP- Offices||Advanced Information Services Ctr (AISC)|
|Centre for Advanced Spatial Analysis||Bloomsbury Theatre||Biological Services|
|Centre for the History of Medicine||Careers Service||Cancer Institute|
|Clinical, Educational & Hlth Psychology||Clinical Operational Research Unit||Cen for Adv of Learning & Teaching|
|Dept of Anthropology||College Collections||CHIME|
|Dept of Computer Science||Communications & Marketing||Clinical Neuroscience|
|Dept of Economics||CoMPLEX: Mat&Phys in Life Sci & Exp Bio||Cruciform Teaching Facilities Unit|
|Dept of Geography||Continuing Professional Development||CRUK Cancer Trials Centre|
|Dept of History||Dept of Biochemical Engineering||Dept of English Lang & Literature|
|Dept of History of Art||Dept of Chemical Engineering||Dept of Greek & Latin|
|Development Planning Unit||Dept of Chemistry||Dept of Hebrew & Jewish Studies|
|Div of Biosciences||Dept of Civil, Environ & Geomatic Eng||Dept of Information Studies|
|Div of Psychology & Language Sciences||Dept of Earth Sciences||Dept of Philosophy|
|Div of Surgery & Interventional Sci||Dept of Electronic & Electrical Eng||Div of Infection & Immunity|
|Faculty of Laws||Dept of Management Science & Innovation||Div of Medicine|
|Faculty of Life Sciences||Dept of Mathematics||Div of Population Health|
|Gatsby Computational Neuroscience Unit||Dept of Mechanical Engineering||Div of Research Strategy|
|ICH - Nephro-Urology Unit||Dept of Medical Phys & Bioengineering||Div of Medical Education|
|Inst for Women's Health||Dept of Physics & Astronomy||Epidemiology & Public Health|
|Institute of Child Health||Dept of Political Science||Estates & Facilities Division|
|Institute of Cognitive Neuroscience||Dept of Science & Technology Studies||Faculty of Biomedical Sciences|
|Institute of Neurology||Dept of Security and Crime Science||Infection & Population Health|
|Laboratory for Molecular Cell Biology||Dept of Space & Climate Physics||Information Systems|
|The Bartlett Sch of Const & Proj Mgmnt||Dept of Statistical Science||Institute of Cardiovascular Science|
|The Bartlett School of Architecture||Development and Alumni Relations||Institute of Hepatology|
|The Bartlett School of Graduate Studies||Eastman Dental Institute||IS - Client Platform Services|
|The Bartlett School of Planning||Engineering Science Faculty Office||Library Services|
|UCL Energy Institute||European Research & Development||Management Systems|
|UCL Interaction Centre||Faculty of Engineering Science||Mental Health Sciences|
|UCL Language Centre||Finance Division||Metabolism & Experimental Therapeutics|
|UCL School of Pharmacy
29-39 Brunswick Square)
|Financial Accounting||PDS Tutors|
|Graduate School||Primary Care & Population Health|
|Institute of Archaeology||Research Department of Haematology|
|Institute of Ophthalmology||Research Department of Pathology|
|International Office||Sch of Slavonic & East European Studies|
|London Centre for Nanotechnology||School of EU Langs, Culture & Society|
|Outreach||The Slade School of Fine|
|Provost Office||Wolfson Inst for Biomedical Research|
|Registry & Academic Services|
|Student Disability Services|
|Student Psychological Services|
|The Ear Institute|
|UCL Advances - Ctr for Entrepreneurship|
|UCL Kazak -Mechanical Engineering|
|VP: Academic & International|
If you have any enquiries about the HR Operations service and you are unsure of your departmental contact (set out above) please contact HR Operations using the following email portal: email@example.com
HR Operations are responsible for the administration of the UCL employment relationship for all staff below the professoriate excluding Post age 65 appointments and re-gradings, which are handled by HR Consultancy. This service includes
- production of employment contract letters
- adjustments to contracts of employment
- employment contract & policy advice
- managing the departmental and HR business relationship
- verifying and processing Form 6 (casual workers) payments
- payroll adjustments
- bank and mortgage references
In addition to the generic standards set out at http://www.ucl.ac.uk/hr/docs/hr_service_standards.php the service has the additional specific standard:
- Approved payroll changes received by the 1st of the month or the last preceding working day will be actioned during that month's payroll run.
Head of Organisation & Staff Development – Cheryl Newsome
- The organisation and staff development team provide aligns all its staff and organisational development priorities to UCL strategy and provides training and development services to meet the following needs of staff at UCL
- leadership and management development and change management support
- Supports the implementation of organisational change, restructuring and alterations to individual and team roles and expectations,
- Continuing the programme of continuous professional development (CDD) of support staff, corporate induction, equality and diversity awareness, basic skills and NVQ training
- Ensuring the development of skills for early career research staff to enable them to manage their careers effectively (supported by Roberts funding).
1. Office hours
Staff are normally available between 9 30-4.30, Email is the preferred first point of contact. The team’s offices are based on the ground floor of 1-19 Torrington Place.
2. Training and development rooms
During terms 1 and 2, training normally takes place in the seminar rooms located in the sub basement of 188 Tottenham Court Road.This will be made clear in the joining instructions. UCL has a commitment to use accessible training venues and all joining instructions will ask participants to inform the team of any access or other needs.
The rooms will be left tidy with tables and chairs arranged in a U-shape for the next user.
3. Course booking
Booking requests must be accompanied by authorisation from managers or supervisors. Places are normally offered on a first come first served basis, the team do reserve the right to allocate places based on a priority need.
If the course is full, or has to be cancelled, individuals will be informed within 3 working days and alternate arrangements made
4. Course cancellations
Participants should notify the team immediately if they need to cancel their place on a course as there may be someone waiting for a cancellation.
Currently, departments will be charged for cancellations within three working days of the course, and non-attendance, at a rate of £50 per cancellation. This will be made clear in the joining instructions.
5. Joining instructions
Joining instructions will normally be sent out two to four weeks before the date of the course. Late bookings will be dealt with as quickly as possible. Joining instructions will be sent by email and will give clear information about the time, venue, course leader and overall purpose of the course. Exceptionally, confirmation of a place may be made over the telephone.
6. Training records
The team record training attendance on all programmes organised by them . Records are maintained in accordance with the Data Protection Act.
Organisation and Staff Development expectations of staff
Individuals are asked to ensure
- that the course they apply for is appropriate to their needs
- that they have the approval of their manager or supervisor to attend
- that they are committed to attend
Courses start promptly at the advertised time and there may be occasions when it is not possible to admit latecomers.
Head of Occupational Health Services - Ms Angela Graneek
The Occupational Health team aims to assist UCL to promote the physical and psychological well being of its employees, and where appropriate, its students. This is achieved by advising UCL managers and staff on the effects of health on work and work on health.
Located on the 4th Floor of the Health Centre Building at 3 Gower Place , the Occupational Health Service is available from 9-5 , Monday to Friday. Please note that access is via stairs or a lift.
Full details of the service standards can be found at the individual web link. A brief summary is given below.
Pre-placement/Pre-employment Health screening
Health questionnaires will be screened and an outcome letter sent to the
manager within 2 working days of receipt of the questionnaire.
Health surveillance for respiratory sensitisers
The OHS operates a recall system to remind staff when screening is due.
Advice on fitness to work and rehabilitation to work following illness or injury
Appointments are offered within 10 working days of receipt of a referral form.
Work-related immunisation (including Travel)
Appointment should be made with OHS well in advance of travel; immunisations may need to be given over a period of time and some take time to become effective. Every effort will be made to accommodate staff travelling at short notice. Appointments are offered within five working days of request for immunisation against blood borne viruses.
Holiday Immunisations (charged to the employee)
Appointments for holiday immunisations are offered within ten working days, where available. Work related appointments will always take priority over appointments for holiday travel. Occasionally staff may be given details of alternative travel clinics if appointments are not available.
Employee Assistance Programme and Counselling service
Counselling appointments are offered through the Employee Assistance Programme.
Director - HR
Policy & Planning - Geoff Lang
The Policy and Planning team are located on the 9th floor of 1-19 Torrington Place. Office hours are 9 am - 5 pm. Meetings outside this time will be subject to arrangement.
A team of Policy and Reward officers, led by Fiona Daffern, provide the following services:
- Development and review of employment policy and practice to underpin UCL's strategic objectives and to ensure compliance with legislative changes
- Advice to senior managers on employee remuneration and market pay
- Workforce monitoring and reporting, including equal pay reviews
- Management of employment tribunal casework
- Coordination of UCL staff surveys and follow-up action plans
A dedicated Equalities and Diversity team headed by UCL's Head of Equalities and Diversity, Sarah Guise, is responsible for:
- Coordination of UCL's equality schemes and action plans for staff and students
- Advice to senior management, UCL's Committee for Equal Opportunities (CEO) and other UCL committees on equalities and diversity issues
- Support and guidance to Departments and senior managers on the implementation of equalities initiatives and the monitoring of progress
- Working with and supporting UCL's Departmental Equal Opportunity Liaison Officers (DEOLOS) and Harassment Advisors
Geoff can be contacted on 020 3108 3987 (53987) firstname.lastname@example.org
HR Information Office
The HR Information Office is responsible for managing UCL's HR web site,
producing statistical data, and the development and maintenance of HR information
In addition to the generic standards set out at http://www.ucl.ac.uk/hr/docs/hr_service_standards.php the service has the following specific standards:
- Reports will normally be delivered within a maximum of 5 working days from receipt of the following details
- Period to be reported on – i.e. point in time or between a range of dates
- Definition of the staff group to reported on
- Description of report output format e.g. raw data in spreadsheet, tabular, tabular with graphics or charts etc
- Reports that require translations from UCL standard groupings to other organisation's standards for comparative purposes may require detailed discussion and should take no more than 10 working days.
- Queries about access to UCL HR systems will be investigated immediately and every effort will be made to resolve within 4 hours. Where this is not possible, the service user will be notified and given an estimate of how long fault resolution is likely to take.
- Help desk problems will be acknowledged upon receipt and where possible responded to the same day. Where this is not possible, the service user will be notified and given an estimate of how long a response is likely to take.
- Adjustments to errors on the HR web site, will normally take place with 24 hours of notification.
- Adjustments to internally designed HR applications will be delivered in accordance with priorities agreed when the specification is signed off. Adjustments will normally take place within 30 working days.
The HR information office act as the intermediary between HR and systems managers in UCL Information Systems, Management Systems and external third parties who supply systems to UCL HR.
If you have any enquiries about the HR Information service please contact:
- Rachna Kayastha, HR Information Manager 020 3108 3975 x 53975 - email@example.com
- Nikki Clayton, HR Information Manager 020 3108 3973 x 53973 - firstname.lastname@example.org
HR Administrative Process Team
The HR Administrative Process Team is responsible for the development of HR Administrative systems and processes in line with UCL policy requirements, delivering training on the UCL HR administrative systems, the placement of recruitment advertisements and booking of temporary agency staff.
The service standard for the placement of advertisements for recruitment is 72 hours from receipt of the completed advertisement, including appropriate financial approval, HERA grading and redeployment clearance.
- Once an appropriately worded advert (see guidance at http://www.ucl.ac.uk/hr/rome/advert_templates/index.php) is received this will be processed within 72 hours of receipt. These turnarounds are subject to the appropriate proof of funding, the financial approval reference number (where appropriate) and the job evaluation reference being supplied. Departments are required to sign off the final proof of the advert prior to its placement.
If you have any enquiries about the HR Process service please contact:
- Helen Brown, HR Process Manager 020 7679 1296 x 41296 - email@example.com
Concerns regarding the meeting of HR Division Service Standards should be addressed to the managers detailed below in the first instance and referred to the Director of Human Resources, Nigel Waugh, on 41625 or firstname.lastname@example.org, if the matter is not satisfactorily resolved.
Angela Graneek (37721) email@example.com
Jon Everard (41284) firstname.lastname@example.org
Cheryl Newsome (41274) email@example.com
Geoff Lang (53987) firstname.lastname@example.org