Student Support and Wellbeing Services Charter

Our commitment to you

• We aim to deliver a welcoming, accessible, and approachable service with your needs at the heart of what we do.
• We will create a non-judgemental space in which we value and treat everyone within the UCL community as equal, regardless of sex, sexual orientation, age, disability, race, religion, or belief.
• We will listen to you and provide you with the space to communicate your needs and to help you identify solutions to any questions or challenges.
• We will provide accurate, reliable, and timely information, and ensure we are clear and consistent in our approach to supporting you.
• We will offer a wide range of services, campaigns and events using expertise, both within our services and through specialist partnerships with external organisations, to ensure your needs are supported effectively and appropriately.
• We are dedicated to providing proactive solutions and preventative work that spans across the university.
• We are committed to our staff participating in regular training to maintain high levels of service and ensure compliance with professional and ethical standards. 

 Our service standards

• We are committed to delivering excellence, one of our teams has been accredited with the Customer Services Excellence award.
• We aim to address your query at the first point of contact. Where this is not possible, our teams will signpost you for further assistance.
• We aim to respond to written enquiries within 5 working days (during our peak period of September to October this may vary).
• We aim to have a wait time on the phones of no more than 1 minute (during our peak period of September to October, this may vary).
• We aim to have a wait time for Counselling support of no more than three weeks (this may vary during peak periods) and to prioritise high-risk students.
• We monitor best practices across the sector and regularly review our services to ensure they are effective, consistent, and efficient.
• We actively encourage and value your feedback to adapt and improve our services.
• Your personal information is important to us, and we have strict protocols in place to protect it.

What we ask of you

• To treat all Student Support and Wellbeing Services staff fairly, with respect and dignity, regardless of sex, sexual orientation, age, disability, race, religion, or belief and to behave in accordance with the Code of Conduct for Students at UCL and the UCL Community Commitment to Protect Each Other.
• To advise Student Support and Wellbeing Services if you are unable to attend an appointment so we can offer the slot to another student who may need it.
• To provide Student Support and Wellbeing Services with all the information we need to support you.
• To make us aware of any problems or if you’re unhappy with the way we’ve dealt with something, to let us know so we can better support you. If you are unsure who to speak to, we can help put you in touch with the right person or department.

Report and Support

All UCL students and staff can report instances of bullying and harassment anonymously, or with their contact details, using Report and Support.

Report + Support

Crisis support

Student Support and Wellbeing Services do not offer emergency support.

If you’re in immediate danger of hurting yourself or others:

• Go directly to the Accident & Emergency (A&E) department of your local hospital to get help.
• UCLH is the nearest A&E department to UCL’s main campus.
• Call 999 to request an ambulance if you are unable to reach the hospital yourself.

If you’re feeling distressed and need urgent support:

• Contact your GP surgery to request an emergency appointment.
• If your GP surgery isn’t open, call the free NHS out-of-hours medical line on 111 for help accessing the right services.
• You can call the Samaritans on 116 123 to talk to someone at any time, day or night.
• Nightline are a listening service for students, by students. They’re available overnight for online chat and calls from 6pm-8am.

Important links

• What to do when you’re worried about a student
• Find out about Reasonable Academic Adjustments
• How we handle your confidential information