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13.1 Information regarding central wellbeing and support services, including what services are offered, locations and contact information

ÂÒÂ×Ðã Student Support and Wellbeing

ÂÒÂ×Ðã is committed to the wellbeing and safety of its students and tries to give assistance wherever possible to ensure that studying at ÂÒÂ×Ðã is a fulfilling, healthy and enjoyable experience. There is a wide range of support services for student – the Students website provides more information:

• Student Support and Wellbeing

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13.1.1 The Student Enquiries Centre

Walk-in Service

The Student Enquiries Centre (SEC) have a physical space that students can visit for walk-in questions and enquiries on the 1^st floor of the Student Centre. 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 ÂÒÂ×Ðã.

Our walk-in service opening times are betweenÌý10am to 4pm (Monday-Wednesday, Friday) andÌý 11am-4pm (Thursday). There will be designated staff members on hand and available to assist you with your questions.

Appointment service

Students canÌýbook an in-person appointmentÌýwith the Student Enquiries Centre.ÌýOur service hours for appointments areÌý10am – 1pm onÌýMondays, Wednesdays and FridaysÌýand 1pm – 4 pm on Tuesdays and Thursdays.

Students can book an appointment via the following routes:

1. The Student Enquiries Centre booking form onÌýaskÂÒÂ×Ðã:

• Select FAQs on the left side bar, then click on All FAQs

• Click on the 'Log an Enquiry' button in the middle of the page

• Start typing in Enquiries, 'Student Enquiries Centre Appointment Request Form' should appear

• Please complete the form.

Our telephone serviceÌý+44 020 3108 8836*

Appointments are available as 15-minute slots. Please book an appointment at least one working day inÌýadvance to allow time for us to process your request.

Telephone Service

Student Enquiries Centre Telephone Service: +44 (0)20 3108 8836.​
Telephone service hours*: 10am - 4pm on Mondays, Tuesday, Wednesdays and Fridays; 11am - 4pm on Thursdays.

There is also a new 24/7 student support line +44 (0) 808 238 0077.

askÂÒÂ×Ðã

Log an enquiry viaÌýaskÂÒÂ×Ðã, 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 (Monday – Friday) and willÌýaim to provide you with a response within 5 working days

Accessing our self-service options​

Self-serviceÌýremains the quickest and most efficient way for students to complete certain processes and obtain keyÌýdocumentation. We recommend that students use the following self-service opportunities:

• LaunchÌýaskÂÒÂ×ÐãÌýto 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.Ìý

Further information:

• askÂÒÂ×Ðã
• Student Enquiries Centre

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13.1.2 Student Advisers for First Year Undergraduates (first-year UG only)

ÂÒÂ×Ðã Student Advisers are a key contact for first-year undergraduates for any wellbeing, support and student experience matters. They can help students navigate any aspects of student life that may appear challenging, including policies, assessments and finding the right kind of support. All ÂÒÂ×Ðã departments have dedicated Student Advisers who make contact with students before the start of the academic year to introduce their role and offer individual appointments.

• Student Advisers

13.1.3 Disability, Mental Health and Wellbeing team ​​​

The Disability, Mental Health and Wellbeing Team in Student Support and Wellbeing (SSW) provide a safe,ÌýconfidentialÌýand non-judgemental space, in which students can discuss any wellbeing, mental health and/or disabilityÌýconcerns that may be affecting their ability to study. This encompasses any personal or emotional challenges students may be experiencing, mental health difficulties such as anxiety or depression and long-term health conditions. The service also supports students with physical and sensory impairments, specific learning difficulties, and autistic spectrum conditions. As well as arranging for adjustments to learning environments, the team loan out specialist equipment. They provide one-to-one tutoring and support for students with specific learning difficulties and mentoring for students with mental health conditions.

Further information:

• Support for Disabled Students

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13.1.4 Student Psychological and Counselling Services

Student Psychological and Counselling Services (SPCS) is dedicated to helping ÂÒÂ×Ðã students with personal, emotional and psychological concerns. The SPCS team is diverse and consists of a variety of highly trained and experienced professionals, who offer short-term CBT and psychodynamic support. There are currently two psychiatrists and ten therapists on staff with varying kinds of psychological training and expertise.

Students wishing to access counselling through SPCS need to first complete an online registration form that can be found through the link below.

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Further information:

• Student Psychological and Counselling Services

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13.1.5 International Student Support and Welfare

The International Student Support team provide specialist support and advice for all non-UK students at ÂÒÂ×Ðã. They help international students settle into life in the UK and make the most of their time at ÂÒÂ×Ðã and in London. This includes practical guidance on healthcare, banking, transport and safety, as well as information about the International Student Orientation Programme (ISOP).

Further information:

• International Student Orientation Programme (ISOP)

13.1.6 Study Abroad Support

The Study Abroad team provide administrative and welfare support to all undergraduate students undertaking a period abroad as part of their studies, working with colleagues across academic departments in order to advise and guide students from application through to their return to studies at ÂÒÂ×Ðã. The team coordinates a diverse portfolio of global student opportunities via different projects: Student Exchanges and Exchange Agreements, the Erasmus Scheme, Study Abroad, Global Experience (Summer Schools, internships, short-term mobility).

Please note that information on Study Abroad may be subject to change due to Covid-19 – please check the website below for current information, and with your department.

Further information:

• Go Abroad

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13.1.7 Accommodation

ÂÒÂ×Ðã Accommodation provides a range of housing options which includes two Halls of Residence (catered), self-catered Student Houses and Intercollegiate Halls (both catered and self-catered) shared with other colleges of the University of London. Each Hall has a designated Warden supported by a number of live-in Student Residence Advisers (SRA) to provide support for students and to foster a positive environment within the accommodation.

Further information:

• Wardens and Student Residence Advisers at ÂÒÂ×Ðã Residences

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13.1.8 Financial support

The ÂÒÂ×Ðã Student Funding Office provides a central service aimed at supporting students with money matters. We can assist with scholarship, bursary and loan queries, and help signpost students to sources of funding. We also offer a range of resources and tips on money management. The easiest way to access our information and guidance is online, but for students with more complex circumstances an appointment can be booked with one of our Student Funding Advisers.

Further information:

• ÂÒÂ×Ðã Financial Support
• Manage your Money

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13.1.9 Students of Concern

There are many sources of support for students who are having difficulties, but sometimes it is hard to know how to help a student who appears to be struggling, particularly if they seem unwilling or unable to seek the help they need. Anyone concerned about the behaviour of a student, who believes the problem may be related to health and wellbeing issues, is encouraged to complete the online ÂÒÂ×Ðã Student of Concern Form:

• Student of Concern

Depending on the concerns raised, Student Support and Wellbeing may respond by offering support or advice to the student or the person who submitted the form, liaise with support services or, if necessary, work with the relevant authorities to ensure the student is safe.

13.2 Information about registering with a doctor and out-of-hours support services

13.2.1 Registering with a Doctor

Students are strongly encouraged to register with a doctor as soon as possible after they arrive in London so that they can access healthcare quickly if they become ill or injured. When attending a university in the UK students under the age of 25 are also advised to be vaccinated against meningitis (ACWY).

The is a National Health Service (NHS) practice providing healthcare for students living within its catchment area (i.e. near the main ÂÒÂ×Ðã campus). Students can also choose to register with a practice closer to where they live if they prefer. The Ridgmount Practice also runs a walk-in surgery which any ÂÒÂ×Ðã student can attend, even if they are not registered with the practice.
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Please note that information on registering with a doctor and NHS service availability may be subject to change due to Covid-19 – please check the websites below for current information.

Further information:

• Register with a Doctor

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13.2.2 Counselling, support and information helpline

As part of a partnership with an organisation external to ÂÒÂ×Ðã, we provide an information and counselling helpline. The helpline is free of charge and includes access to information specialists who are trained by Citizens Advice and to professionally qualified and BACP-accredited counsellors who can help students with a range of emotional and psychological difficulties.

Further information:

Counselling support, and information helpline

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13.2.3 Crisis support - immediate help

If anyone is in immediate danger, medical support can be received by:

• Attending an Accident & Emergency (A&E) department of a local hospital. Ìýis the nearest A&E department to ÂÒÂ×Ðã’s main campus (this A&E department has a dedicated mental health unit)
• Calling 999 to request an ambulance if you are unable to reach the hospital yourself

If a student is feeling distressed, urgent medical support can be obtained by:

• Contacting the student’s GP surgery to request an emergency appointment
• If the GP surgery isn't open, the free NHS out-of-hours medical line on 111 can help students access the right services.
• Calling theÌýÌýon 116 123 to talk to someone at any time, day or night
• Ìýare available overnight and can help students across London, call them on +44 (0) 207 631 0101

Further information:

• Crisis Support

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13.3 Information on how students can access support/information related to Equity and InclusionÌý

Equity and InclusionÌý

The Equality, Diversity and Inclusion Team aims to acknowledge, understand, and tackle structural inequities and unjust social power imbalances that affect our communities across the institution. This means recognising how we got here and what needs to be done to ensure equity, inclusion and belonging for those who are not systemically privileged by our society. ÂÒÂ×Ðã is a place where people can be authentic and their unique perspective, experiences and skills seen as a valuable asset to the institution.
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The Equality, Diversity and Inclusion website brings together a range of information on issues relating to race, gender, religion and belief, sexual orientation, gender identity, and disability amongst other equalities initiatives at ÂÒÂ×Ðã.

Further information:

• Equality, Diversity and Inclusion

Inclusion Leads

Inclusion Leads provide support and assistance for students and staff on issues relating to equalities and diversity. The Incusion Lead for SSEES is:

Dr Olga VoroninaÌý(o.voronina@ucl.ac.uk)

Further information:

• Inclusion Leads
• Support for Pregnant Students
• Support for Student Parents
• Religion and Faith
• LGBTQ+ Students

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13.4 Information about ÂÒÂ×Ðã’s approach to preventing and responding to harmful behaviours

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13.4.1 Bullying, harassment, sexual misconduct and/or domestic abuse

Every student and member of staff has a right to work and study without experiencing harm. Bullying, harassment, sexual misconduct and/or domestic abuse of one member of our community by another or others is never ok. ÂÒÂ×Ðã is working to eradicate these issues and seeks to promotes an environment in which they are known to be unacceptable and where individuals have the confidence to raise concerns in the knowledge that they will be dealt with appropriately and fairly.

To help with this, ÂÒÂ×Ðã has Report and Support, an on-line reporting tool where students can report any issues anonymously or with contact details request to speak to anÌýadvisor in order to make an informed decision about their options.

Unacceptable behaviour includes:

• Intimidating, hostile, degrading, humiliating or offensive behaviour which has the purpose or effect of violating a person’s dignity or creating an intimidating environment.
• Unwanted conduct related to a protected characteristic that has the purpose or effect of violating a person’s dignity. The unwanted conduct can be physical, verbal, or non-verbal.
• Unacceptable behaviour of a sexual nature such as sexual harassment, invitations, comments, coercion and promised advancement in exchange for sexual access.

If you experience any of these behaviours, you can report it and/or access support. You can request to be contacted by an advisor or you can report anonymously. With either options you can give as much or as little detail as you wish. The reports are strictly confidential and only shared on a need to know basis.

Students can request to speak to all the following advisors:

• Dignity Advisor
• Crime Prevention and Personal Safety Advisor
• Human Resources Business Manager (if it’s about a member of staff)
• Student Mediator
• Student Support and Wellbeing

Further information:

• ÂÒÂ×Ðã Policies on Conduct and Harassment and Bullying
• Dignity at ÂÒÂ×Ðã
• Student Mediator

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13.4.2ÌýÌý ÌýSupport for students who have been affected by sexual violence and/or domestic abuse

ÂÒÂ×Ðã will do its utmost to support anyone who has been, or is being, affected by sexual violence and/or domestic abuse. If a student would like to talk to somebody at ÂÒÂ×Ðã, the Student Support and Wellbeing Team can offer advice on the support available both internally and externally.

Further information: