| How to raise a case with us? | Via Student Life Salesforce Case Queue rather than directly with us. SLC will triage as needed to Student Advice 2nd line support |
| Phone | 020 7815 6454 - this is Student Life Centre who will refer if needed |
| Live Chat? | Not directly - Student Life Centre are on chat and can answer first line questions or will create a 2nd line case if needed |
| Enquiry Hours | Mon - Fri 0900 - 1700 |
| Face to face available via help desks | This would be via the Student Life desks - SLC @ Southwark and in libraries at Croydon/Havering for first line questions. They will refer if needed. |
| Appointments offered? | Yes - students can book appointments with the Senior Student Advisors via My Account |
| Urgent escalation of case/s |
Nina Brawley (Service Manager) Luke Howson (Head of Service) |
| Knowledge Champion (FAQs) | Abdullahi Haji-Abdi |
| Website of info |
Student Money Advice | London South Bank University (lsbu.ac.uk) Looking also to get 'student money' advice added to the MyLSBU student portal |
| Topic | Example |
| Money advice |
Money advice or money worries Benefit entitlements, budgeting, student discounts, referrals to debt specialists Victim of fraud and scams, gambling, loan sharks, basic housing information, accommodation arrears, referrals to community services Grants and bursaries support, including NHS LSF and University funds |
| Student Finance Support |
Application issues for support, appealing Student Finance England decisions, compelling personal reasons Issues with entitlements, residency status, alternatives to Student Finance |
| Student Retention Fund and LSBU Hardship Funds |
Student Retention Fund follow up support in appointment, issues applying, repeat applications, urgent need Administer and manage the university hardship fund (Student retention fund) as well as other discretionary funds. (Exact funds for 23-24 still being determined, may be things like 'remote learning fund' and 'care leavers fund') Offer immediate support from SRF via use of supermarket vouchers (issued by Student Life Centre team and other 2nd line teams) |
| Interrupt/withdraw from studies |
Supportive appointment to consider options with aim to support retention of students (ask students to talk with Course team first or alongside a Student advice appt) Progress to withdraw/interrupt if this is right step (not for HSC/apprenticeships/PHD students who have own procedures) Support to return after an interruption from studies, eg SFE, referrals to DDS, Skills for learning Visa, accommodation, finance support for students interrupting/withdrawing At peak times, an info session rather than 1 - 1 appt can be offered Flexible support for non-standard situations (eg student supported via a different process - eg fitness to study) |
| International Student Support |
Interrupt/withdraw from studies (see above) Money matters and budgeting and adjusting to UK, including implications for visa, as for home students Information and advice around working hours in the context of student money advice Support to the international student advisor during welcome sessions Support to Immigation and compliance team and Students Union to support international student community |
| Independent student support |
Specific bursary for care leavers, enhanced (prioritised) SRF support for estranged and care experience students Point of contact to support with SFE and liaise with other depts if issues come up eg accommodation, extended contract, referral to careers hub Welfare support and referrals to MHWB, DDS etc Point of contact for enquiries from Social Workers, Local Authorities, charities, and organisations supporting independent students In 23-24 - monthly support group |
| Topic | Where should it be referred if known? |
|
Money, Fees and Funding: taking payments of tuition fees Sign off and make changes to payment plans Other fee scholarships Calculate fees, manage refunds Other accommodation stipend or grants |
Fees/Income Income Fees Fees n/a |
|
Students experiencing mental health distress (anxiety, low mood, abnormal perceptions, changes in sleep/appetite) Students presenting with suicidal or self-harm thoughts, behaviours, plans, intent |
MHWB team |
|
Student wanting to make a complaint Student appealing withdrawn decision Student behavioural issues/disicplinary incidents |
Student Affairs/Complaints Students Union for support making complaint/advocating in panels |
| Extenuating Circumstances query | Student Admin (Student Engagement team) |
|
International students Course change Monitor and report on attendance 'Force' students to interrupt or withdraw, 'deem' students withdrawn Exclude students Update UKVI of exit Issue CAS ahead of return from interruption Extend a student visa |
Immigration and Compliance |
|
Make changes to student records systems |
Fees/Registry |
|
Regulated immigration advice/guidance Independent legal advice Appointments for former LSBU students (overstayers etc) |
UKCISA helpline LSBU legal advice centre No LSBU support team - UKCISA helpline/charities |
1 to 1 appointments, student events throughout the year, proactive targeted support, joint work with other support teams.
Confidential advice and guidance on a range of welfare matters, including money and budgeting.