Student Services Pledge

We deliver high-quality, student-focused support that enables you to achieve your full potential and career ambitions. We place students at the heart of what we do, support your wellbeing, and ensure you have timely access to a range of professional services. 

Our pledge

Our core aims and values

We’ll:

  • provide a welcoming, inclusive environment where you feel valued and listened to
  • take a proactive approach to understand different perspectives and use this knowledge to develop a personalised approach to student services
  • adopt a positive mindset and build effective relationships with our students, Professional Services and academic colleagues
  • work in partnership with you to continually develop our services, so that they continue to be meaningful and meet the needs of all students, regardless of their mode of study
  • benchmark our services against the highest-ranking Higher Education Institutions and strive for excellence in everything we do
  • recognise excellence in our own services and ensure that positive learning is shared to help improve all provision
  • be kind and respectful to each other and value the diversity of our student body and workforce
  • use sustainable working practices and regularly evaluate the impact of our work upon the environment.

Our commitment to you

We’ll:

  • work collaboratively to provide effective and timely services, and make appropriate referrals to provide you with the best advice, guidance and support possible
  • use a range of communication channels to provide you with regular updates on the support available, ensuring this is timely, and includes both peer and individual support
  • treat you with courtesy, fairness and respect, and be helpful and sensitive to your individual needs
  • ensure our services are delivered by qualified and trained staff, using sector leading standards to support you
  • regularly review our response times and provide auto-receipts to emails and online queries, to help manage your expectations
  • value your opinion and regularly use feedback from university surveys and seek service specific feedback to help us review and improve our services
  • respond to any complaints as soon as possible
  • contact students who leave a ‘dissatisfied’ rating in our evaluation, where contact details are provided, to understand the issue and use this information to review if any changes are needed.

Your commitment to us:

In order for us to offer relevant, timely and high-quality services, we ask you to:

  • check our online resources for common queries - accessible 24/7.
  • always keep your contact details up to date
  • ensure you use your university e-mail account and quote your Student ID number in all communications
  • be respectful to our staff and be honest with us about your support needs
  • attend all booked appointments/sessions and give advance notification of cancellations
  • take responsibility for carrying out any actions identified to you, complying with requests for additional information and letting us know if you need any extra support
  • help us be the best we can be through providing feedback
  • Follow the standards set out in the Student Code of Conduct.

Service specific pledges