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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.

August 2021 - the Student Enquiries Centre in numbers:

2,744  askUCL enquiries closed by team.

807 phone calls answered

779 third party verification requests verified via Hedd

10 seconds is the average call wait time

93% of calls were responded to within 20 seconds

98% of askUCL enquiries closed by the Student Enquiries Centre Team were responded to within 5 working days

Appointment service

Students can book an in-person appointment with the Student Enquiries Centre.

Students can book an appointment via the following routes:

1.The Student Enquiries Centre booking form on askUCL

  • Select FAQs on the left side bar, then click on All FAQs
  • Click on the 'Log an Enquiry' button in the middle of the page
  • Start typing in Enquiries, 'Student Enquiries Centre Appointment Request Form' should appear
  • Please complete the form

2. Our telephone service +44 020 3108 8836*

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

  • Appointments are available as 10-minute slots from 11am-3pm Monday-Friday. Please allow 3 working days for us to process appointment requests. In exceptional cases, we will offer emergency same-day appointments when required.
  • The main purpose of our appointment service is to allow students to collect hard-copy documents and to submit forms that require a wet stamp and handwritten signature.

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 askUCL and our telephone service. Find out more about the launch of our real-time chat 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, Tuesday, Wednesdays and Fridays; 11am - 4pm on Thursdays.

Live Chat

The Student Enquiries Centre are piloting a live chat service from Tuesday 17th August to support students who have a question about their enrolment or pre-enrolment and need a quick answer. 

Our service hours will be: 

9am-11am on Monday, Wednesday and Friday

3pm - 5pm on Tuesday and Thursday

Further information on services for alumni

Further information on services for third parties

For further information on how UCL is testing, reporting and managing cases of Covid-19.

YouTube Widget Placeholderhttps://www.youtube.com/watch?v=WsF-jEZk9uA

Student Enquiries Centre awarded Customer Services Excellence Standard

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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 seven 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.

Please give us your feedback

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.

Real time chat

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Speak to an adviser via live web chat for quick questions about (pre)enrolment.

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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