| How to raise a case with us? | via Salesforce Student Life Centre queue |
| studentlife@ls bu.ac.uk |
|
| Phone? | 020 7815 6454 |
| Live Chat? | Yes |
| Enquiry Hours | Mon - Fri 09:00 - 17:00 (Phoneline 10:00 - 16:00) |
| Face to face help available from help desks | in Student Life Centre, Croydon Student Centre |
| Appointments offered? | Yes - students can book appointments with Student Advice Team on topics such as finance, welfare, interruption and withdrawal via MyAccount |
| Escalation of urgent case/s | |
| Knowledge Champions (FAQs) |
|
| Website of info | https://www.lsbu.ac .uk/ student-life/student -services |
| Topics | Example |
| Campus guidance and directions | |
| Disability and Dyslexia Advice 1st line questions (more complex passed to DDS team) | How can I register with DDS? |
| Student Advice/Money Advice | I am struggling with my rent - what can I do? |
| Wellbeing - physical and mental health 1st line questions (more complex/urgent passed to MHWB team) | I am stressed with my course and need to speak to someone |
| Booking appointments for student services on all of the above | I want to book an appointment with.... |
| Standard student status letters | Requests from students for various amendments, standard letter can be self-generated via My Account self-service |
| Council tax exemption letter | |
| ID cards - problems with these or replacements | |
| Travel cards and Oyster cards | Can you approve my Oyster card? |
| Fee queries (simple queries dealt with, more complex queries passed to Fees team) | Can you confirm what my fee balance is? |
| Fee letter requests - straightforward enquiries via Fees email are answered by Student Life - more complex queries passed to Fees team) | |
| Disabled students allowance (DSA) | Help with applying, filling in forms |
| Student Finance Queries | Confirmation of registration with SFE (Student Finance England) |
| Withdrawal and interruption of studies appointments | |
| Name change/address change |
| Topics | Where should it be referred (if known) |
| Placements | Student Admin |
| Change of Course | Student Admin |
| Coursework Submission and Enquiries | Student Admin (issues with turnitin system to LLR Library and Student IT support queue) |
| Transcripts/Certificates | Exams ad Conferments Team |
| Alumni ID cards | Alumni and Development |
| NUS cards | Student Union |
| NHS Bursary/Learning Support Fund | Student Admin (Cathy Rowe) |
| Extenuating circumstances | Student Engagement Team |
| Academic Appeals | Appeals Team within Registry for appeal / Student Union for advice |
| Timetables | Timetabling team for missing/wrong info/modules - Library and Student IT for technical issue reaching timetable system |
| Interpreting results | Contact academics |
| DBS checks | Student Admin |