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Student Enquiries Centre

The team at the Student Enquiries Centre can advise you how to complete many UCL processes and how to access the core services that UCL provides.

June 2021 - the Student Enquiries Centre in numbers:

2,429 askUCL enquiries closed by team.

381 phone calls answered

615 third party verification requests verified via Hedd

8 seconds is the average call wait time

99% of calls were responded to within 20 seconds

98% of askUCL enquiries closed by the Student Enquiries Centre Team were responded to within 5 working days

Student Enquiries Centre awarded Customer Services Excellence Standard

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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 seven 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.

Students will be able to book an in-person appointment with the Student Enquiries Centre from Monday 19th July.

Students can book an appointment via the following routes:

1.The Student Enquiries Centre booking form on askUCL

2. Our telephone service +44 02031088836*

Telephone service hours*: 10am - 4pm on Mondays, Tuesday, Wednesdays and Fridays; 11am - 4pm on Thursdays.

Appointments are avaliable as 10 minute slots from 11am-3pm Monday-Friday.  Please allow 3 working days for us to process appointment requests.  In exceptional cases, we will offer emergency same-day appointments when required.

The main purpose of our appointment service is to allow students to collect hard-copy documents and to submit forms that require a wet stamp and handwritten signature. Students will be able to continue to access us for advice and guidance via askUCL and our telephone service.  

We are currently responding to online enquiries between the hours of 9am-6pm and we aim to provide you with a response within 5 working days. 

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:

  • The extensive database of Frequently Asked Questions (FAQs) on askUCL.
  • The letter self-service options on Portico where students can print off a statement of student status or statement of award.
  • The personal details & address containers on Portico where students can update their preferred name, title and addresses. 

*Upcoming amended opening hours

The Student Enquiries Centre will have amended opening hours on the following dates:

  • Tuesday 20th July - CLOSED
  • Wednesday 21st July - CLOSED
  • Tuesday 27th July - 11am - 4pm

Further information on services for alumni

Further information on services for third parties

For further information on how UCL is testing, reporting and managing cases of Covid-19.

The Student Enquiries Centre team value your feedback. Please complete this feedback form and tell us about your experience with our team.

Please give us your feedback

About the team

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Find out who the Student Enquiries Centre team are, who we can support and how we can support you.

Launch askUCL

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Can't find what you're looking for? Well, askUCL, our student enquiries portal is here to help.

Student status

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More about confirmation of student status and award, updating your details and more.

Services for third parties

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We can provide verification of student status and qualifications to various third parties

New students

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Here, you'll find information to help new students prepare for and settle in to uni life.

Pay your fees

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Paying your fees doesn't need to be stressful. The Student Fees Team can discuss the variety of ways in which you can pay your fees.

Transcripts

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Student Records can provide you with transcripts confirming your academic record with us should you need. 

Certificates

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If you ever need to show certificates to future employers etc then Student Records can get these printed for you.

Service charter

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Here we outline our commitment to you and our standards of service. 

Schengen Visa

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Find out more about Schengen Visas and whether you require one to study at UCL.

Council tax

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Find out more about council tax, if you need to pay it and how to qualify for an exemption.

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