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Student support and wellbeing - published for 2023-24
15.1 Information regarding central wellbeing and support services, including what services are offered, locations and contact information
The Institute of Archaeology (IoA) can help you identify the most relevant UCL wellbeing and support services. Charlotte Frearson is the IoA Wellbeing Champion for students. Judy Medrington is the IoA Disability Coordinator. Students with a disability or long term health issues of any kind should register with UCL Student Support and Wellbeing. If appropriate they will be issued with a Summary of Reasonable Adjustments. The department is then notified in order that we may put appropriate adjustments in place.
15.1.1 UCL Student Support and Wellbeing
UCL is committed to the wellbeing and safety of its students and tries to give assistance wherever possible to ensure that studying at UCL is a fulfilling, healthy and enjoyable experience. There is a wide range of support services for student – the Students website provides more information:
Students should be aware that, while there are many services on offer, it is their responsibility to seek out support and they need to be proactive in engaging with the available services.
15.1.2 The Student Enquiries Centre
Walk-in Service
The Student Enquiries Centre have a physical space that students can visit for walk-in questions and enquiries on the 1st floor of the Student Centre. We can assist you with questions or concerns you may have around your student record and give guidance and information on a range of areas such as, Student Support and Wellbeing, Fees, Study Abroad or any matters regarding your studies at UCL.
Our term-time hours are:
10am to 6pm on Monday-Wednesday & Friday
10am to 4pm on Thursday
Telephone Service
You can also contact us via our Student Enquiries Centre Telephone Service: +44 (0)20 3108 8836.
Telephone service hours:
9am to 12pm & 2pm to 5pm on Monday-Wednesday & Friday
9am to 12pm & 2pm- 4pm on Thursday.
askUCL
Log an enquiry via askUCL, our online student enquiries system, to ask a question or directions to a particular service. We are currently responding to enquiries between the hours of 9am - 6pm (Monday – Friday) and will aim to provide you with a response within 5 working days.
Accessing our self-service options
Self-service remains the quickest and most efficient way for students to complete certain processes and obtain key documentation. We recommend that students use the following self-service opportunities:
Launch askUCL to access the comprehensive and extensive database of Frequently Asked Questions (FAQs)
The letter self-service options on Portico where students can print off a statement of student status (current students) or statement of award (alumni).
The personal details & address containers on Portico where students can update their preferred name, title, trusted contact details and addresses.
Further information:
15.1.3 Student Advisers for First Year Undergraduates
UCL Student Advisers are a key contact for first-year undergraduates for any wellbeing, support and student experience matters. They can help students navigate any aspects of student life that may appear challenging, including policies, assessments and finding the right kind of support. All UCL departments have dedicated Student Advisers who make contact with students before the start of the academic year to introduce their role and offer individual appointments.
15.1.4 Disability, Mental Health and Wellbeing team
The Disability, Mental Health and Wellbeing Team in Student Support and Wellbeing (SSW) provide a safe, confidential and non-judgemental space, in which students can discuss any wellbeing, mental health and/or disability concerns that may be affecting their ability to study. This encompasses any personal or emotional challenges students may be experiencing, mental health difficulties such as anxiety or depression and long-term health conditions. The service also supports students with physical and sensory impairments, specific learning difficulties, and autistic spectrum conditions. As well as arranging for adjustments to learning environments, the team loan out specialist equipment. They provide one-to-one tutoring and support for students with specific learning difficulties and mentoring for students with mental health conditions.
Further information:
15.1.5 Student Psychological and Counselling Services
Student Psychological and Counselling Services (SPCS) is dedicated to helping UCL students with personal, emotional and psychological concerns. The SPCS team is diverse and consists of a variety of highly trained and experienced professionals, who offer short-term CBT and psychodynamic support. There are currently two psychiatrists and ten therapists on staff with varying kinds of psychological training and expertise.
Students wishing to access counselling through SPCS need to first complete an online registration form that can be found through the link below.
Further information:
15.1.6 International Student Support
The International Student Support team provide specialist support and advice for all non-UK students at UCL. They help international students settle into life in the UK and make the most of their time at UCL and in London. This includes practical guidance on healthcare, banking, transport and safety, as well as information about the International Student Orientation Programme (ISOP).
Further information:
15.1.7 Study Abroad support
The Study Abroad team provide administrative and welfare support to all undergraduate students undertaking a period abroad as part of their studies, working with colleagues, including Study Abroad Tutors, across academic departments in order to advise and guide students from application through to their return to studies at UCL. The team coordinates a diverse portfolio of global student opportunities via different projects: Student Exchanges and Exchange Agreements, the Turing Scheme, Global Experience (Summer Schools, volunteering abroad, short-term mobility).
Further information:
15.1.8 Accommodation
UCL Accommodation provides a range of housing options which includes two Halls of Residence (catered), self-catered Student Houses and Intercollegiate Halls (both catered and self-catered) shared with other colleges of the University of London. Each Hall has a designated Warden supported by a number of live-in Student Residence Advisers (SRA) to provide support for students and to foster a positive environment within the accommodation.
Further information:
15.1.9 Financial support
The UCL Student Funding Office provides a central service aimed at supporting students with money matters. We can assist with scholarship, bursary and loan queries, and help signpost students to sources of funding. We also offer a range of resources and tips on money management. The easiest way to access our information and guidance is online, but for students with more complex circumstances an appointment can be booked with one of our Student Funding Advisers.
Further information:
15.1.10 Student of Concern
There are many sources of support for students who are having difficulties, but sometimes it is hard to know how to help a student who appears to be struggling, particularly if they seem unwilling or unable to seek the help they need. Anyone concerned about the behaviour of a student, who believes the problem may be related to health and wellbeing issues, is encouraged to complete the online UCL Student of Concern Form:
Depending on the concerns raised, Student Support and Wellbeing may respond by offering support or advice to the student or the person who submitted the form, liaise with support services or, if necessary, work with the relevant authorities to ensure the student is safe.
15.2 Information about registering with a doctor and out-of-hours support services
15.2.1 Registering with a Doctor
Students are strongly encouraged to register with a doctor as soon as possible after they arrive in London so that they can access healthcare quickly if they become ill or injured. When attending a university in the UK students under the age of 25 are also advised to be vaccinated against meningitis (ACWY). The Ridgmount Practice is a National Health Service (NHS) practice providing healthcare for students living within its catchment area (i.e. near the main UCL campus). Students can also choose to register with a practice closer to where they live if they prefer. The Ridgmount Practice also runs a walk-in surgery which any UCL student can attend, even if they are not registered with the practice.
Further information:
15.2.2 Counselling, support and information helpline
As part of a partnership with an organisation external to UCL, we provide an information and counselling helpline. The helpline is free of charge and includes access to information specialists who are trained by Citizens Advice and to professionally qualified and BACP-accredited counsellors who can help students with a range of emotional and psychological difficulties.
Further information:
15.2.3 Crisis support - immediate and urgent help
If anyone is in immediate danger, medical support can be received by:
- Attending an Accident & Emergency (A&E) department of a local hospital. University College Hospital is the nearest A&E department to UCL’s main campus (this A&E department has a dedicated mental health unit)
Calling 999 to request an ambulance if you are unable to reach the hospital yourself
If a student is feeling distressed, urgent medical support can be obtained by:
- Contacting the student’s GP surgery to request an emergency appointment
- If the GP surgery isn't open, the free NHS out-of-hours medical line on 111 can help students access the right services.
- Calling the Samaritans on 116 123 to talk to someone at any time, day or night
- Nightline are available overnight and can help students across London, call them on +44 (0) 207 631 0101
Further information:
15.3 Information on how students can access support/information related to Equality, Diversity and Inclusion
15.3.1 Equality, Diversity and Inclusion
The Equality, Diversity and Inclusion Team aims to acknowledge, understand, and tackle structural inequities and unjust social power imbalances that affect our communities across the institution. This means recognising how we got here and what needs to be done to ensure equity, inclusion and belonging for those who are not systemically privileged by our society. UCL is a place where people can be authentic and their unique perspective, experiences and skills seen as a valuable asset to the institution.
The Equality, Diversity and Inclusion website brings together a range of information on issues relating to race, gender, religion and belief, sexual orientation, gender identity, and disability amongst other equalities initiatives at UCL.
Further information:
At the Institute of Archaeology, we are committed to inclusivity and access for everyone, and to bringing staff and students together in open discussion about the issues that matter the most to them. The IoA aims to create a supportive, welcoming environment that is fair, open to all, and free of bias, discrimination, prejudice and intolerance. These values underpin our commitment to our student-staff consultative committee, our Equality, Diversity, and Inclusivity Forum, our adherence to a fieldwork code of conduct, and our institutional EDI ‘action plan’. Please see the IoA's Equality, Diversity and Inclusion pages for more information on UCL and departmental initiatives and contacts. The IoA BME and EDI Rep is Dr Renata Peters.
15.3.2 Inclusion Leads
Inclusion Leads provide support and assistance for students and staff on issues relating to equalities and diversity.
Ian Carroll Charlotte Frearson Prof Louise Martin Judy Medrington |
Further information:
- UCL EDI Team
- Equality, Diversity and Inclusion
- Support for students who are pregnant or adopting
- Support for students with children
- Faith and belief
- LGBTQ+ Students
15.4 Information about UCL’s approach to preventing and responding to harmful behaviours
15.4.1 Bullying, harrassment, sexual misconduct and/or domestic abuse
Every student and member of staff has a right to work and study without experiencing harm. Bullying, harassment, sexual misconduct and/or domestic abuse of one member of our community by another or others is never ok. UCL is working to eradicate these issues and seeks to promotes an environment in which they are known to be unacceptable and where individuals have the confidence to raise concerns in the knowledge that they will be dealt with appropriately and fairly.
To help with this, UCL has Report and Support, an on-line reporting tool where students can report any issues anonymously or with contact details request to speak to an advisor in order to make an informed decision about their options.
Unacceptable behaviour includes:
- Intimidating, hostile, degrading, humiliating or offensive behaviour which has the purpose or effect of violating a person’s dignity or creating an intimidating environment.
- Unwanted conduct related to a protected characteristic that has the purpose or effect of violating a person’s dignity. The unwanted conduct can be physical, verbal, or non-verbal.
- Unacceptable behaviour of a sexual nature such as sexual harassment, invitations, comments, coercion and promised advancement in exchange for sexual access.
If you experience any of these behaviours, you can report it and/or access support. You can request to be contacted by an advisor or you can report anonymously. With either options you can give as much or as little detail as you wish. The reports are strictly confidential and only shared on a need to know basis.
Students can request to speak to all the following advisors:
- Dignity Advisor
- Crime Prevention and Personal Safety Advisor
- Human Resources Business Manager (if it’s about a member of staff)
- Student Mediator
- Student Support and Wellbeing
Further information:
- Report and Support
- UCL Policies on Conduct Harrasment and Bullying
- Dignity at UCL
- Student Mediator
- Students’ Union UCL Advice Service
- Active Bystander Programme
15.4.2 Support for students who have been affected by sexual violence and/or domestic abuse
UCL will do its utmost to support anyone who has been, or is being, affected by sexual violence and/or domestic abuse. If a student would like to talk to somebody at UCL, the Student Support and Wellbeing Team can offer advice on the support available both internally and externally.
Further information: