Student Enquiries Centre
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
and in-person enquiries
average phone queue time
15hrs and 32 minutes average time taken to provide a 1st response to an askUCL online enquiry
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.
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.
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 email@example.com
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.
The Student Enquiries Centres is located on the first floor of the Student Centre, 27-28 Gordon Square, London WC1H 0AW.
Student Enquiries Centre awarded Customer Services Excellence Standard
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.