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Student Enquiries Centre

The team at the Student Enquiries Centre can advise you how to complete many UCL processes and how to access the core services that UCL provides.

Student Enquiries Centre - Upcoming changes to our operational hours 

 

Tuesday 19th September - Friday 7th October  

We are making the following adjustments to our service hours to support the welcome and induction period: 

Walk-in Service: 10am-6pm (Monday - Friday). We will also be open on Saturday 24th September & Sunday 25th September from 10am-4pm. 

Telephone Service: 10am-12pm & 2pm-4pm (Monday - Friday)

Appointment Service: We will not be running an appointment service during this period. 

Online enquiries (askUCL): Staff will be responding to enquiries within the hours of 9am-6pm (Monday- Friday). We will also be responding to enquiries on the weekend of the 24th and 25th of September. 

During this busy period, we will endeavour to respond to your askUCL enquiry within 5-10 working days. After the 7th October, we will be reviewing our operational hours and we update our website with any further changes we make. 

Please note, we will not be able to provide you with a statement of student status until you are fully enrolled on your programme of Study. You will not be able to receive a letter when still an applicant, expected to enrol or pre-enrolled. 

 

August 2022 - The Student Enquiries Centre in numbers:

2,365 askUCL enquiries closed by team.

501 phone calls answered

535 third-party verification requests verified via Hedd

253 appointments

and in-person enquiries

51 seconds

average phone queue time

15hrs and 32 minutes average time taken to provide a 1st response to an askUCL online enquiry

Walk-in Service

The Student Enquiries team are available for walk-in questions and enquiries. 

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 Visa, Fees, Study Abroad, Student Support Wellbeing or any matters regarding your studies at UCL.

Our walk-in service opening times will be between 10am to 4pm (Mon-Wed, Fri) and 11am-4pm (Thurs). There will be designated staff members on hand and available to assist you with your questions.

Appointment service

From Monday 22nd August 2022 our appointment service will be suspended. This is to allow the team to focus on pre-enrolment and the Welcome & Induction period. Our appointment service will re-open from Monday 10th October 2022.

We understand this service has been used to book DBS ID Verification checks, however, there may be delays in requesting a DBS ID check with us between 22nd August 2022 to 10th October 2022 because of the start-of-session period. If you have questions about how to apply for a DBS Disclosure or what ID documents to submit for your DBS Check, please look at the guidance on our UCL webpages for DBS Applications

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 and addresses. 

How to contact us​

Students will be able to continue to access us for advice and guidance via our walk-in service, askUCL and our telephone service. 

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 and will aim to provide you with a response within 5 working days. ​

If you are unable to use askUCL please email us on studentstatus@ucl.ac.uk

Telephone Service

You can also contact us via our telephone service.​

Student Enquiries Centre Telephone Service: +44 (0) 20 3108 8836 

Telephone service hours*: 10am - 4pm on Mondays, Tuesdays, Wednesdays and Fridays; 11am - 4pm on Thursdays.

Find us

The Student Enquiries Centres is located on the first floor of the Student Centre, 27-28 Gordon Square, London WC1H 0AW.

Further information on services for alumni

Further information on services for third parties

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Student Enquiries Centre awarded Customer Services Excellence Standard

Customer Service Excellence logo
The UCL Student Enquiries Centre has recently been awarded the Customer Services Excellence standard, a nationwide accreditation scheme for public sector organisations and businesses. We are delighted to say we have achieved a 'Compliance Plus' award in seventeen areas of the accreditation, recognising that the customer service the team provides to our students is exceptional.

In order to be awarded this independent standard, the Student Enquiries Centre have clearly demonstrated that we will always:

  • Put you as the customer at the heart of our service provision
  • Consult with you in a meaningful way to deliver improved service
  • Ensure we have a truly customer-focused culture throughout the team
  • Provide you with accurate and comprehensive information
  • Listen to your views about the service provided to make adjustments to the way we operate
  • Deliver a timely and high-quality service

We always welcome feedback from students and are constantly looking for ways to improve. Find out more about sharing your views.

The Student Enquiries Centre team value your feedback. Please complete this feedback form and tell us about your experience with our team.

 

About the team

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Find out who the Student Enquiries Centre team are, who we can support and how we can support you.

Launch askUCL

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Can't find what you're looking for? Well, askUCL, our student enquiries portal is here to help.

Student status

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More about confirmation of student status and award, updating your details and more.

Services for third parties

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We can provide verification of student status and qualifications to various third parties

New students

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Here, you'll find information to help new students prepare for and settle in to uni life.

Pay your fees

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Paying your fees doesn't need to be stressful. The Student Fees Team can discuss the variety of ways in which you can pay your fees.

Transcripts

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Student Records can provide you with transcripts confirming your academic record with us should you need. 

Certificates

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If you ever need to show certificates to future employers etc then Student Records can get these printed for you.

Service charter

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Here we outline our commitment to you and our standards of service. 

Schengen Visa

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Find out more about Schengen Visas and whether you require one to study at UCL.

Council tax

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Find out more about council tax, if you need to pay it and how to qualify for an exemption.

Announcements

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