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

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.