Here we outline who we are, information about our service and how to get in contact.
On this page:
- Who we can support
- What we provide
- Your feedback matters
- About Self-Service
- About our team
- How to contact us
The Student Enquiries Centre team are here to help by providing information and assistance with any enquiries you may have regarding proof of study, your student record or life at UCL. Our team have a breadth of knowledge and will make every effort to answer any questions you may have during your time with us.
If we are unable to resolve your query, then we are committed to finding someone who can! The Student Enquiries Centre team sit within the Student Support and Wellbeing department, alongside other support staff.
Our team provide support to both current and former students of UCL.
If you have an unconditional offer at UCL and have completed the pre-enrolment task, you can also log into askUCL and our team will help to answer any pre-arrival questions you may have. There is also lots of information available on the new student webpage.
If you are unable to access askUCL, please email firstname.lastname@example.org
We recommend that you contact us using either your UCL email address or alumni email address. If you use an email that is not held on you student record, we will be required to do additional ID verification checks before we either disclose or change any of your personal data.
We also provide services for third parties. We can provide potential employers, agencies and other third parties with verification of student status and qualifications for both current and former students of UCL. Currently, we are using an online verification service called the Higher Education Degree Database (Hedd) to verify a student status at UCL for third parties.
We provide the following services:
- Answering any questions or query you may have but don't know who to ask
- Confirmation of Registration or Award
- Third party verification of Student Status or Award
- Updating your Student Status - current students only
- Updating your student details - current students only
The Student Enquiries Centre team can also provide you with information on other services at UCL some of which are listed below:
- Changes to your studies
- Exams and assessments
- Degree Certificates
- Disclosure and Barring Service
- Getting around
- Graduation ceremonies
- International student support
- Immigration and visa
- Money and Finances
- Oyster cards and discounts
- Research assessments
- The Higher Education Achievement Report (HEAR)
- UCL ID cards
For more information and support around coronavirus, please visit our full list of coronavirus (Covid-19) FAQs.
The Student Enquiries Centre team, along with other teams at UCL, have been developing their self-service capabilities so that students can access what they need, when they need to:
- Log into askUCL to see our range of FAQs to find the answer to your query.
- Log into Portico to print out confirmation of registration and awards. Letters that can currently be self-printed from Portico are statements of student status, bank account letters & statements of award.
- Log into Portico at any time during the duration of your studies to update any of your personal details including any changes to your contact details or address.
- Log into Portico and view your Tuition and Accommodation fees invoices and statements online. You can also pay your fees online.
Our team come from a wide variety of backgrounds, however, we all have experience of customer service and working in higher or further education. When new members join our team, they undertake an extensive training programme to equip them with the necessary expertise to respond to and answer your queries.
Student Enquiries Centre team receive training on GDPR, freedom of information and information security to help safeguard your data and ensure all personal information is processed correctly. Staff also receive Equality and Diversity, Prevent and unconscious bias training as UCL places great importance on creating a safe and inclusive services for students and staff.
As we work alongside the Disability, Mental Health and Wellbeing team and provide first line support to students, we also organise for staff to undertake training in Mental Health First Aid and Suicide Prevention.
We take great pride in the capabilities and professionalism of our team. We recently received a nomination for a UCL one Award for Ways of Working – Outstanding Team Contribution to Achieving our mission.
Your feedback matters
The Student Enquiries Centre team value your feedback. Please tell us about your experience of the team by completing the feedback form on the Student Enquiries Centre webpage.
In 2021, we have received 179 pieces of individual feedback via our feedback form.
84% of customers rated 4 or 5 stars for the helpfulness of the advisor that assisted them.
83% of customers rated 4 or 5 stars to the quality of the response given.
82% of customers rated 4 or 5 stars to the timliness of the response given.
We received many pieces of written feedback from students including:
'The service was urgent, satisfactory and extraordinary'
'Excellent service! I couldn't be more satisfied. Thank you!'
'The staff were extremely helpful and understanding throughout the whole process.'
You can provide us with feedback anytime, via our feedback form.
Due to the coronavirus (Covid-19) outbreak, the Student Enquiries Centre remains closed. You can still access our full range of support by contacting us via askUCL. We currently are available online from 9am-5pm (Mon-Fri) and we will respond to your enquiry within 5 working days.
If you are unable to contact us via askUCL, please email email@example.com
You can now contact us on our telephone service: 020 3108 8836
Opening Hours of telephone service:
10am-4pm Monday, Tuesday, Wednesday and Friday, 11am - 4pm on Thursday.
Please phone us if you would like to follow an enquiry that has already been logged on askUCL, to raise a new enquiry or to access support services at UCL.