UCL Human Resources


Service Standards

We aim to respond to all emails and requests with a timely and proactive response.


Contacting usResponse timeExceptions
Telephone callsWithin 24 hoursNon urgent, unplanned or planned absences
EmailWithin 24 hoursHolding reply where more information is required


Certificate of SponsorshipCurrently under review 
Contracts for new employees Sent by email to prospective employee within five working days of receipt of all required informationDependant on department and financial approval and right to work information
Contractual changesMonth of changeProviding submitted and approved by published deadline
Course joining instructionsIssued no later than two weeks before the course start date 
Disclosure and Barring CertificateCurrently under review 
Grading reviewsWithin two working days of receipt 
Holiday immunisationsWithin 10 working days 
LettersWithin five working days of receipt of approval and all required paperworkHolding reply where more information is required
OHA fitness to work appointmentsWithin 10 working days of receipt of the referral form 
PayslipsAvailable online by pay dayTypically one to two days prior to pay day
Posting an AdvertWithin five working days for initial placement 
Pre-placement/pre-employment health screeningWithin two working days of receiptProviding all information is provided including PO and sign off
Work-related immunisations (including travel)Within five working daysUrgent requests will try to be accommodated

We continually review our service standards and adjust these where we feel appropriate.