Supporting our students through the Welcome period

September 9th, 2020

The Student Services team are putting a number of measures in place to ensure students and staff are well supported during the busy Welcome period.

Though students will be able to get one-to-one support through a variety of means, including pre-booked appointments, the usual ‘walk-in’ service will not be available at the start of session. It would be impossible to fulfill demand and adhere to social distancing and hygiene regulations.

Many students will find all the information they require is available via the Services for Students website, and should be encouraged to self-serve wherever possible.  Those students who require further support will be able to submit a request via the online form on the website, or through new live chat functionality. Appointments are available for students who require one-to-one support, via Teams or face-to-face where appropriate.

To help colleagues support students with general queries, an online resource detailing the most common requests dealt with by Student Services is now available. .

Colleagues are encouraged to use this resource to signpost students to the information and support they require.  This resource contains up-to-date information on the services available to students. This will be reviewed and added to before, during and after start of session activity, so colleagues have access to the latest information and can best support students. Colleagues can submit queries to be considered for inclusion at

In addition, the Internal Comms team have put together digital screens and social media posts directing to frequently used resources and answering some common questions. These will be displayed on central channels, and service providers and Education and Student Experience teams will receive copies to display on local channels. There are editable versions of these assets for messages that are local to particular schools, departments and service providers.

We recognise that sometimes colleagues will have a concern about a student (or a group of students) experiencing significant difficulties who requires urgent support.  Please use this form to provide Student Services with information about these cases.

Student Services aim to provide a response within one working day but this will be only be possible if use is restricted to the most serious and urgent cases. In situations where the student’s difficulties are less serious or urgent they should be encouraged to seek support themselves via routes described above.

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