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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.

Please note that we will be operating reduced telephone service hours on Tue 18 May:

Tuesday 18 May – 10am-3pm

April 2021 - the Student Enquiries Centre in numbers:

3,599  askUCL enquiries closed by team.

284 phone calls answered

1,129 third party verification requests verified via Hedd

7 seconds is the average call wait time

95% of calls were responded to within 20 seconds

99% of askUCL enquiries closed by the Student Enquiries Centre Team were responded to within 5 working days

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 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.

Following government guidance regarding the coronavirus (COVID-19) outbreak, the Student Enquiries Centre has been closed. Students continue to have access to a wide range of support and you can still find out information, complete UCL processes and contact us in other ways.

  • Launch askUCL to access the comprehensive and extensive database of Frequently Asked Questions (FAQs).
  • Use the self service option on Portico to print off a statement of student status or statement of award. 
  • Log an enquiry via as 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 be aim to provide you with a response within 5 working days. 
  • Current and alumni students can also contact us via our new telephone service

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

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

*Please note that we will be operating reduced telephone service hours on Tue 18 May:

Tuesday 18 May – 10am-3pm
 

Please phone us via the telephone to follow up on an enquiry that has been logged on askUCL, to ask a question and to receive advice on how to access UCL's student registry and support services.

The Student Enquiries Centre has temporarily suspended the following services:

  • The production of schengen and overseas travel letters to support visa applications.
  • The production of hard copies of student status letters, we are currently able to create electronic PDF versions of student status letters. 
  • The signing of hard copies of forms, please send these via askUCL and we will sign them electronically. 

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.

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.

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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