Questions? askUCL

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

Thursday 08 December 2022 - Our in-person services and telephone service will be reduced to 10am-3.45pm due to a departmental meeting. 

Friday 09 December 2022 - The Student Enquiries Centre will be closed due to a systems upgrade. 

Thursday 15 December 2022 - The Student Enquiries Centre in-person services and phone service will be reduced to 9am-12pm due to a departmental meeting. 

Monday 19 December - Thursday 22 December - Our in-person services will be reduced to 10am-4pm (Monday, Wednesday) & 11am-4pm (Tuesday, Thursday).

Friday 23 December - Our In-person services will be reduced to 10am-1pm. 

November 2022 - The Student Enquiries Centre in numbers: 


2,336 askUCL enquiries closed by team.

308 phone calls answered

608 third-party verification requests verified via Hedd

734 appointments

and in-person enquiries

30 seconds

average phone queue time

8hrs and 47 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 6pm (Monday, Wednesday & Friday) and 11am-6pm (Tuesday & Thursday). There will be designated staff members on hand and available to assist you with your questions.

Appointment Service 

Our appointment service opening times are 10am to 1pm (Monday, Wednesday, & Friday) and 3pm to 6pm (Tuesday & Thursday).

 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 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), statement of award (alumni), letters for opening a UK bank account or a Schengen Visa 'no objection' letters. 
  • The personal details & address containers on Portico where students can update their preferred name, title and addresses. 

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


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 - 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

Team members talking

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

Launch askUCL

askUCL logo

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.


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


Person signing a certificate

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


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


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