Contacting HR

1-19 Torrington Place
9th and 10th Floors
London WC1E 7HB
Tel: +44 (0)20 7679 2000

HR Service Standards

Introduction
Location details
HR teams
Complaints

1. Introduction

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.

Phone messages	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.
Email	will be responded to within 2 working days if received on a normal working day.
Letters	will normally be responded to within 3 working days. Holding letters will give information about when a full response will be available.
Work permits	will be processed and forwarded within 3 working days of receipt of all necessary information.
Appointment letters	will be issued within 5 working days of receipt of Finance Division approval and all necessary paper work from the department.
Meetings	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.

2. Location details

HR DIRECTOR	10TH FLOOR	1-19 TORRINGTON PLACE
HR CONSULTANCY	10TH FLOOR	1-19 TORRINGTON PLACE
HR OPERATIONS	9TH FLOOR	1-19 TORRINGTON PLACE
HR INFORMATION	9TH FLOOR	1-19 TORRINGTON PLACE
PAYROLL/PENSION SERVICES	9TH FLOOR	1-19 TORRINGTON PLACE
HR ORGANISATIONAL & STAFF DEVELOPMENT	10TH FLOOR	1-19 TORRINGTON PLACE
HR POLICY AND PLANNING	9TH FLOOR	1-19 TORRINGTON PLACE
HR OCCUPATIONAL HEALTH SERVICES	4TH FLOOR	3 GOWER PLACE

HR TEAMS

HR Payroll/Pension Services

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.

8. Leavers

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.

9. Retirements

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.

HR Consultancy

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
probation
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
http://www.ucl.ac.uk/hr/docs/additional_increments_ac.php

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.

5. Probation

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.

HR Operations

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:

Vacant Post
HR Administrative Manager

Day to day overall responsibility for managing the Operations team and ensuring service standards are met

Candice Berzins Senior HR Administrator 0207 679 5931 x 45931 c.berzins@ucl.ac.uk	Hawa Rahim Senior HR Administrator 0207 679 1281 x 41281 h.rahim@ucl.ac.uk	Anita Gorasia Senior HR Administrator 0207 679 1277 x 41277 a.gorasia@ucl.ac.uk
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 (Joanna Lindsay Email: joanna.lindsay@ucl.ac.uk 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
	Research Administration
	Student Centre
	Student Disability Services
	Student Residences
	Student Psychological Services
	The Ear Institute
	UCL -
	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: hr_operations@ucl.ac.uk

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.

HR Organisational & Staff Development

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.

HR Occupational Health Services

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

http://www.ucl.ac.uk/hr/occ_health/what_do_we_do/pre_employment.php

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
http://www.ucl.ac.uk/hr/occ_health/what_do_we_do/occ_health_surveillance.php
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
http://www.ucl.ac.uk/hr/occ_health/what_do_we_do/management_referral.php
Appointments are offered within 10 working days of receipt of a referral form.

Work-related immunisation (including Travel)
http://www.ucl.ac.uk/hr/occ_health/what_do_we_do/vaccines_work.php
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)
http://www.ucl.ac.uk/hr/occ_health/what_do_we_do/vaccines_holiday.php
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
http://www.ucl.ac.uk/hr/occ_health/services/index.php
Counselling appointments are offered through the Employee Assistance Programme.

HR POLICY AND PLANNING, PROCESS & INFORMATION OFFICE

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) g.lang@ucl.ac.uk

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 systems.
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.

Contact Us
If you have any enquiries about the HR Information service please contact:

Rachna Kayastha, HR Information Manager 020 3108 3975 x 53975 - r.kayastha@ucl.ac.uk
Nikki Clayton, HR Information Manager 020 3108 3973 x 53973 - n.clayton@ucl.ac.uk

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 48 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 48 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.
Temporary staff bookings will be arranged with the approved supplier within 24 hours of receipt of a financially approved request. In cases of emergency, every effort will be made to book temporary workers at short notice. HR Operations also act as the liaison between the department and the supplying agency if there are issues with the placement. Please note: Where specialist knowledge or skills are required, longer notice may be required.

Contact Us
If you have any enquiries about the HR Process service please contact:

Helen Brown, HR Process Manager 020 7679 1296 x 41296 - h.brown@ucl.ac.uk

Complaints

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 n.waugh@ucl.ac.uk, if the matter is not satisfactorily resolved.

HR Operations and Information including all matters to do with the administration of the employment relationship (contracts of employment, maternity leave etc.) and HR data/information.

Angela Graneek (37721) a.graneek@ucl.ac.uk
Occupational Health Services including the Staff Counselling and Mediation Service.

Jon Everard (41284) j.everard@ucl.ac.uk
Payroll and Pension Services

Cheryl Newsome (41274) c.newsome@ucl.ac.uk
HR Consultancy Services including support to managers on all aspects of performance management including probation and appraisal (staff review). Also grievances, work permits, academic promotion and grading review.

Geoff Lang (53987) g.lang@ucl.ac.uk
All aspects of HR Policy and Planning development including equal opportunities in employment, pay, job evaluation, benefits and the accommodation service.