Student Services - Our general service standards

What we will do for you

• Offer a confidential, friendly and efficient service to our customers within a professional framework
• Treat everyone fairly and with respect, courtesy and dignity
• Work in accordance with the Data Protection Act
• Act on any form of discriminatory behaviour against our staff, students and external partners
• Provide a variety of opportunities for you to feedback your views on our service
• Value and listen to your feedback to monitor and continue to improve our service delivery

We aim to

• Offer a flexible service on both Docklands and Stratford Campuses
• Respond to all routine voicemail and email enquiries normally within 3 working days.  If we need to consult with others in response to you we will send you an acknowledgement (via email) and will follow up your enquiry normally within 10 working days. (Our response rate may be affected during peak times of the year)

We expect you to

• Use your UEL email account for all communication with University staff
• To attend appointments on time and inform the Service if you cannot attend in advance.
• Read the Student Charter www.uel.ac.uk/studentcharter/ and comply with the student expectations set out in it. 
• Follow all University regulations and the University Code of Conduct.
• To behave responsibly and co-operatively in your dealings with our Service.

We will not

• Accept any form of abuse or discriminatory behaviour against members of our team or other teams
• Use unnecessary technical terms or jargon when explaining things to you.

CHILDREN’S GARDEN SERVICE STANDARDS

What we will do for you as parents or enquirers

• Provide an excellent environment for parents to participate in your child’s education, including parents’ evenings, talks, sharing of seasonal festivals, meetings with staff etc
• Listen to and respond to your needs as parents and help you to understand and share our Steiner Waldorf Early Childhood practice

What we will do for your children

• Include and welcome all children, whoever they are and whatever their background, and provide an environment which makes children feel happy, comfortable and fulfilled
• Maintain safe, clean indoor and outdoor spaces for the children to enjoy
• Provide enriching activities both indoors and out
• Adhere to Ofsted registration requirements and work to maintain our excellent Ofsted rating
• Provide qualified early years staff, who undertake a rolling programme of development and training

DISABILITY AND DYSLEXIA SERVICE STANDARDS

We aim to

• Offer an appointment to all prospective disabled students thinking about studying at UEL.
• Provide a range of advice and guidance around supporting your  disability related needs in learning and teaching at UEL
• Listen and respond to your feedback to ensure that we meet your needs as appropriately as possible.

We expect you to

• Tell us about your disabilities so that we can support you effectively throughout your studies.

REGIONAL ACCESS CENTRE EAST LONDON (RACEL)

We aim to

• Follow the Disabled Student’s Allowance Quality Assurance Group’s framework (DSA-QAG).
• To find out more please see:  http://www.dsa-qag.org.uk/

We expect you to

• To attend appointments on time and inform the Service if you cannot attend in advance
• Provide medical evidence in advance of appointments
• Tell us about your disabilities so that we can support you effectively throughout your studies

HELPDESK SERVICE STANDARDS

We will                               

• Offer you a range of support, advice, information and guidance
• Help you access specialist advice and support from both within Student Services and from schools, other services and external agencies, as appropriate to your needs

We aim to

• Provide a welcoming and effective service. If we do have to change our service, we will strive to give you reasonable notice and, if appropriate, offer an alternative as quickly as we can
• Produce any student documentation requested by you normally within 5 working days of receiving your request. (Our response rate may be affected during peak times of the year).
• Ensure that our information is clear, concise and accessible to all of our clients

We will not

• Discuss your confidential details with parents or other third parties without your written consent

STUDENT MONEY, ADVICE AND RIGHTS TEAM SERVICE STANDARDS           

We will

• Offer you one-to-one appointments to discuss budget plans and money issues, as well as drop-in, email and phone information and advice services.
• Use a variety of communication channels, including web technologies, to offer you opportunities to address student finance and money management issues
• Keep up-to-date with changes in funding information to provide clear and accurate responses to your queries
• Offer you a variety of topical money matters workshops and events specifically to meet your needs

We aim to

• Provide you with an appointment normally within 5 working days
• Continually monitor and evaluate our service provision and respond to feedback in order to ensure that we meet your needs as appropriately as possible
• Develop the financial capability skills of all our students in order to support both their experience whilst being a student at UEL and throughout their lifetimes

We expect you to

• Respond to any correspondence as quickly as possible; this will help to reduce any delays in  helping you with your application or query
• To provide us with all requested supporting documentation in order that we can make an informed and timely assessment of your eligibility for any financial support.  When you apply for any form of financial support, you need to  read  the information and guidance provided on the application form carefully and you include all the required evidence

STUDENT HEALTH AND WELLBEING SERVICE STANDARDS

We will

• Provide you with ongoing support on health and wellbeing issues during your time at UEL
• Offer assessment, advice, information and recommendations on your emotional, mental health and general health needs
• Based on your needs, refer you to the appropriate support services, both internally and externally to UEL, as appropriate
• Offer you appointments using a variety of methods (e.g. face-to-face, telephone, SKYPE)
• Always offer you the earliest available appointment to your specific preference of time, date or campus
• Continue to offer workshops, support groups, events and clinics tailored to various students’ needs to support your student experience

We aim to

• Improve your heath & wellbeing in order to support your experience of being a student at UEL
• Always try to be clear and concise in any communication without using unnecessary technical terms
• Provide you with an appointment normally within 5 working days
• Provide a fast response service to students whose physical or mental health problems may pose a critical health incident of serious harm to themselves or others

We will not

• Promise things we cannot offer but we will make sure to inform you about who will be the best person/service that can help you in the shortest time possible
• Be involved in changing decisions relating to academic regulations, such as extenuating circumstances or being withdrawn from a programme of study

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© 2011