| 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 - Thu 09:00 - 17:00 face to face (Fri 10:00 - 17:00) and online. Phoneline 10:00 - 16:00 Sat - Sun Online and Phone Only (phoneline 10:00 - 16:00) |
| Face to face help available from help desks | in Student Life Centre, Croydon Student Centre, Havering Library/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, 1st line questions - more complex/urgent are booked in for the Student Advice team | Confirmation of registration with SFE (Student Finance England) |
| Issuing supermarket vouchers for students in immediate need (SLC advisors will only be able to issue vouchers if students have attended our helpdesk face to face or have spoken to an advisor via phone) | I don't have enough money for food or other daily essentials |
| 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 |
| Totum Cards (NUS cards for discounts) | Student Union |
| NHS Bursary/Learning Support Fund | Student Admin IHSC |
| Extenuating circumstances | Student Engagement Team for the EC itself / Student Union for advice about whether to do this |
| 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 the timetable system |
| Interpreting results | Contact academics |
| DBS checks | Student Admin |
| Student Advice/Money Advice for long-term sustainable solutions to their money worries | Student Advice |
| Withdrawal and interruption of studies | Student Advice |