SU PPORT I NG YOU Your guide to student support services 2018 - University of Surrey
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SU PPORT I NG
YOU
Your guide to student
support services 2018
Supporting you 1
4th TOP 10 Once in a lifetime, there is a moment
IN THE GUARDIAN
UNIVERSIT Y GUIDE
IN THE TIMES HIGHER
EDUCATION TABLE
that changes everything, in which the right
2016 AND 2017 OF TABLES 2017
people, at the right time, and in the right place
come together to create something
95% 2,300+ extraordinary and unexpected.
EMPLOYABILIT Y AVERAGE PROFESSIONAL TRAINING
OVER 5 YEARS* PL ACEMENT PARTNERS
*BASED ON DATA FROM THE HIGHER EDUCATION STATISTICS AGENCY (HESA)
2 surrey.ac.uk #createwonder Supporting you 3
Welcome
Being a student is an exciting and rewarding
time, providing many opportunities, freedoms
and challenges. At Surrey, we want every student
to reach their potential, and we know that every
student is different in the way they respond to the
unique experiences of university life. Our professional
staff in student services will help you get the most
out of your time with us.
To benefit fully from your University experience, we encourage
you to engage with support services whenever you need, at the
earliest opportunity.
The central Student Services Centre provides dedicated help
relating to student life (money, visas, housing, wardens, mentors
and general support). Your Faculty Student Services can respond to
programme assessment and award queries (see page 25 for
an overview).
All our services are free, confidential and impartial. All are
designed with you in mind. You can access any of our services
directly – just drop in, phone or email us.
I wish you all the best in your University experience here at Surrey.
If you need help just ask!
Craig Lowe
Head of Student Support Services
surrey.ac.uk/currentstudents/cse.htm
44 surrey.ac.uk
surrey.ac.uk #createwonder Supporting
Supporting You
you 55
Student Services Centre
We want all students to make the Opening hours (Semester) Student Services Teams within the Student Services Centre were highly rated for
most of their time and opportunity at Monday – Thursday 8:30am – 5:30pm service satisfaction in the 2016 Student Barometer Survey.
Surrey. If you need information, advice Wednesday 10:00am – 5:30pm
Support element University
or support we make it as easy as we Friday 8:30am – 5:00pm
of Surrey
can for you to get the help you need. The Student Services Centre is located at the
heart of the campus, near the Lecture Block, International Student Advice 92%
We think of the Student Services Centre as a
University Hall and Senate House. Student Information Desk 97%
‘first-stop shop’. If you don’t know where to go,
come here. Get in touch Wardens in Accommodation 91%
Read answers to frequently asked questions or
The friendly staff are trained to deal with a wide Money Advice 96%
submit a query online: surrey.ac.uk/ask
range of enquiries, and we’re a key source of
Call us T: +44 (0)1483 686 868 Student Life Mentors 96%
information on many University services. If we
Email us E: ask@surrey.ac.uk
can’t answer your question, we will direct you to
someone who can.
How we can help you
We can assist with enquiries regarding: International Student Support
Simply visit us, call us or ask a query online. • Immigration advice
The Student Services Centre is a key central
Student money, fees and funding • Tier IV visa applications
point for general information on many areas of
• F inancial advice and support, including • Working regulations
student life, and a source of advice about some
bursaries and scholarship administration • Families
of the issues that you may be concerned about.
• Hardship funding, educational trusts and • Police registration
charities
• State benefits Practicalities
• Personal and council tax • Childcare and schools
• Part-time work and National Insurance • Housing issues
• Tuition fees • Local and national travel
• TV licences
Private sector housing
• Information, advice and guidance on Registry and administration
contracts and resolution of problems for • Student bank Letters
private sector accommodation including • Council Tax Letters (Non GBC areas)
household mediation • International students dependant visits &
Schengen travel letters
6 surrey.ac.uk #createwonder Supporting you 7
Your student
life experiences
The Student Life central team in the Student Services Centre are members of staff Mentors also organise social events for mentees Mentors work closely with other support staff
who recruit and manage the work of over 60 Student Life Mentors each year. during the year, creating opportunities for such as Wardens, Security and Court Reception
students to get to know one another whilst staff to help promote a safe and friendly
Student Life Mentoring is a peer support service. Mentors can help resolve communal living issues having fun. Previous events have included community at Surrey.
All students new to Surrey (undergraduate and such as food theft, noise, messy kitchens and quizzes, games nights, film nights, sushi-making,
In the 2016 Student Barometer Survey, Student
postgraduate) are allocated a mentor, who is a interpersonal conflicts as well as supporting bowling, ice-skating and barbecues.
Life Mentoring was rated with a 96 per cent
continuing Surrey student. Student Life Mentors students who face facility problems, academic
Mentors also actively promote and distribute satisfaction rate by current students.
are there to help students settle in, make friends, challenges, homesickness, loneliness, stress
information about welfare campaigns, and being surrey.ac.uk/mentoring
and to act as an approachable and accessible or anxiety. Mentors can assist with offering
at the forefront of student support at Surrey, mentoring@surrey.ac.uk
point of contact during the year. They answer practical advice based on their own personal
they play a key role in gathering student opinion
questions and provide advice and information experience and training, and can signpost
which helps shape and develop services at the
about all aspects of life at Surrey. students to the relevant support services to seek
University.
further assistance if necessary.
8 surrey.ac.uk #createwonder Supporting you 9
Health and wellbeing
We want you to be healthy and Services available to registered patients at the
happy during your time at Surrey. Student Medical Centre on campus:
Your physical and emotional health • GP care for health conditions
is important and looking after them • Prescriptions
will ensure you get the most out of • Chronic disease management
• Referrals to specialists
university life.
• Blood tests
As a Surrey student you are fortunate in having • Vaccinations
easy access to health and wellbeing services, and • Travel health
we encourage you to take advantage of them. • Sexual health and contraception advice
For a full list of other NHS doctors in the area,
Student Health
please see:
The Student Medical Centre in University nhs.uk
Court is home to Guildowns University Medical
Practice. Guildowns provides an NHS doctor
Don’t forget
service. You need to register with the NHS to
benefit from these services. You can always phone the NHS 111 service for
help and advice if it’s less urgent than a 999
emergency call.
How to register
T: 111
We recommend that you register with an
nhs.uk/111
NHS doctor as soon as possible after starting
University. This is especially important if you Before you arrive make sure you have had your
are not a UK resident. You can register by Meningitis ACWY and MMR vaccination, for
completing a registration form at the reception more information speak with your Doctor.
in the Health Centre or online at:
guildowns.nhs.uk
The form must be completed and taken to
Guildowns with proof of identification.
Contact details for Guildowns University Medical
Practice
T: +44 (0)1483 409 309
E: surreyuniversityhealthcentre@nhs.net
W: guildowns.nhs.uk
10 surrey.ac.uk #createwonder Supporting you 11
The Centre for Wellbeing Workshops
The Centre for Wellbeing is here to support your We occasionally offer workshops to help combat
health and emotional/psychological wellbeing stress and enhance wellbeing. To access details
so that you can reach your full potential during of our current program and to book, see our
your time at Surrey. We offer: workshops page
surrey.ac.uk/surreynet/wellbeing/
• Health and wellbeing advice
workshops/index.htm
• Guidance on the management of stress
• A consultation with a counsellor Users entering the service are requested to
• Advice on the management of mental complete a registration form which is reviewed
health issues by our team of professionals and appropriate
• Workshops for wellbeing support is offered by a range of clinicians.
• Health and wellbeing promotion initiatives and We offer mainly short-term, time-focused
events counselling, however, ongoing support can be
accessed from the nursing team for coordination
Health and Wellbeing advice of care and liaison.
The Wellbeing Advisors can provide expert
advice and information on the following areas to Opening hours
support you: All our services are free to students and
confidential. We are open Monday to Friday
• Mental Health
from 8am to 5pm and you can access any of our
• Eating disorders
services by calling in person, telephoning
• Domestic abuse
T: +44 (0)1483 689 498
• Sexual assault
or emailing us on
E: centreforwellbeing@surrey.ac.uk
A Consultation with a Counsellor
A consultation with a counsellor can help you
with emotional and psychological issues. It’s an
opportunity to talk something through, reflect
and find a way forward. A counsellor will explore
collaboratively with you what will best help,
whether that will be self-help, a referral to the
most appropriate service or agency, or a follow-
up counselling consultation at the CWB.
12 surrey.ac.uk #createwonder Supporting you 13
Equality, diversity
and inclusion
At Surrey, we inspire people to
achieve wonderful things. We have a
diverse, vibrant and forward thinking
community where respect, fairness and
inclusion are integral to our culture
and values. These must be upheld in
everything we do – from recruiting and
developing talented staff through to
delivering a rewarding experience to
all of our students. We must all have
the opportunity to develop and use
our talents, share our views and feel
valued for the contribution we make.
To continue to attract the best staff and students
Equality is the springboard
we must demonstrate an ongoing commitment
to opportunity. Diversity is the
to equality and diversity, and ensure the
differentiator in making Surrey a
richness and diversity of society is reflected
destination of choice for our staff,
and celebrated within our institution. This
students and visitors. Inclusion is
understanding and openness to embracing other
making sure we leave no one behind.
cultures and considering equality issues across a
Strategy measures the impact and
broad spectrum is vital in order for the University
holds us all accountable for the
to position itself as both a successful national
future of this University.
and international institution.
The Equality and Diversity Department will Angie Cousins
continue to work in partnership with colleagues Head of Equality,
Diversity and Inclusion
across the University to ensure that Surrey can
demonstrate excellence through equality and
inclusion at all levels.
14 surrey.ac.uk #createwonder Supporting you 15
Faith, belief
General Enquiries Faith and Belief space on campus
E: chaplaincy@surrey.ac.uk Quiet space
The Quiet Centre is available as a multi-faith,
Chaplains – On campus full time
and spirituality
quiet environment for individuals and groups,
Anglican – Andrew Bishop Contact anytime primarily for prayer, worship, meditation
T: 07891 994069 and contemplation. Access is via a campus
E: a.bishop@surrey.ac.uk ID card. To book a room for a group please email
The University of Surrey is a vibrant What Chaplains do the Chaplaincy:
Chaplaincy offers the provision of worship and Catholic – John McCarthy Contact anytime chaplaincy@surrey.ac.uk
multi-faith, multi-cultural community
spiritual practices, one-to-one pastoral care and T: 07870 277743
and a wonderful place to learn, teach E: j.mccarthy@surrey.ac.uk The Common Room JB01-10 in Manor Park
the promotion dialogue and peaceful
and grow. People of every kind of faith co-existence between people of different faith is available for multi-faith prayers, quiet
and belief are respected for all they Chaplains – On campus part time study and meetings.
and belief. We serve all confidentially, discreetly
bring to University life. and non-judgmentally. Buddhist – Geoff Hunt Contact Thursdays,
Fridays & Sundays
Christian space
Life at Surrey gives an opportunity for the Who chaplains are There is an Oratory (small chapel) in the
T: 01483 427170
expansion of horizons, new experiences, Chaplains are representative practitioners Chaplaincy Centre in Wey Flat. For details of
E: g.hunt@surrey.ac.uk
discovery and exploration. Some may wish to who, true to their own faith or belief, engage Christian acts of worship please contact a
do this through faith and belief societies and/ openly and honestly with those of all faiths Hindu – Meeta Joshi Contact anytime Christian chaplain.
or through connecting with chaplains from and none. Chaplains are currently drawn from T:07886 000509
different faiths and belief. the following faith and belief communities: E:jmeeta@hotmail.com Jewish space
Buddhist, Christian (Anglican, Methodist/URC, There is a Jewish Common Room in the
For many, though not all, it will be a faith or
Orthodox [Greek], Roman Catholic), Hindu, Humanist to be appointed Chaplaincy Centre. For Jewish community
belief perspective that makes sense of things Please contact chaplaincy@surrey.ac.uk
Humanist, Jewish, Muslim and Sikh. activities please contact the Jewish Chaplain.
and gives shape, meaning and direction to life.
surrey.ac.uk/faith
We use the term ‘faith and belief’ because that Jewish – Alex Goldberg Contact anytime (except
is identified as a protected characteristic under Shabbat and Festivals) Muslim space
equality and diversity legislation, so it is not T: 07939 594212 There is a dedicated Islamic Prayer Room for
solely about religion. E: a.goldberg@surrey.ac.uk Muslim daily prayers in the basement of the AA
building.
Methodist – Claire Potter Contact anytime
Chaplaincy Friday prayers are usually held in University Hall
T: 07952 178972
University Community (Oak House Hall). Notice of the location is always
E: claire.potter@surrey.ac.uk
Recognising the dignity of every human being, sent out in the weekly Islamic Society newsletter.
the University Chaplaincy exists to support the Muslim – Husni Hammuda Contact anytime surreyisoc.com/
faith and belief aspects of the life of members of T: 07795 071250
Wudu washing facilities are available in the IPR
the University community, students and staff. E: h.hammuda@surrey.ac.uk
and the Quiet Centre.
Orthodox – Christodoulos Christodoulou
Please contact chaplaincy@surrey.ac.uk
Sikh – Bahadur Singh Contact anytime
T: 07932 747377
E: b.singh@surrey.ac.uk
16 surrey.ac.uk #createwonder Supporting you 17
Security Accommodation receptions
Our Security department offers a safe, secure Receptions are where you can collect your post,
Support in your
and welcoming environment for all staff, give feedback about cleaning or ask questions
students and visitors. Our work focuses on about your accommodation. You are responsible
keeping you safe and protecting your property. for keeping your room, bathroom and kitchen
Court of Residence You can find Security on the ground floor of
Senate House, available 24 hours a day over 365
days per year.
clean. Cleaning is carried out in the communal
areas of the residences – kitchens, shared
bathrooms, stairwells and corridors.
T: +44 (0)1483 68 2002
Living in a Court of Residence at Advice from our Wardens T: +44 (0)1483 68 3333 (in an emergency)
Surrey is often one of the most • Be aware of the Conditions of Residence
exciting and memorable periods • Observe the fire safety code
of your University experience. • Take care to secure your own belongings
• Seek to solve any minor problems with
You will live with people not only from different flatmates yourself
courses but from all over the world. It’s a • Try to maintain an open dialogue with your
fantastic opportunity to learn about different flatmates
cultures and ways of living.
Student Life Mentors
We are here to make sure you have the best
possible time living on campus, but in case there Student Life Mentors exist to help students
are any problems, you are not alone. We have settle in, make friends, and to act as an
people on site and living nearby who can advise. approachable and accessible welfare presence
surrey.ac.uk/currentstudents/ throughout the year.
accommodation
The Student Life Mentoring social media pages
are a great way to keep up-to-date with
Wardens events and information about all student
Wardens are responsible for the general welfare
services at Surrey.
and discipline within the Courts of Residence E: mentoring@surrey.ac.uk
and certain aspects of residence administration. facebook.com/surreystudent
If you are staying in University accommodation, twitter.com/surreystudent
you’ll be told who your Court Warden is on pinterest.com/surreystudent
arrival. Wardens can all be contacted by email,
and their contact details are online, so you’ll
always know how to contact them.
surrey.ac.uk/wardens As wardens, we live among you in the Courts of Residence to support your
welfare needs and maintain discipline, when needed. If we can’t provide exactly
what you need, we will know who to put you in touch with in order to help.
Fenanda Haswell
Warden
18 surrey.ac.uk #createwonder Supporting you 19Your international
experience
Whether you are from the UK or Team availability
elsewhere, here at Surrey you’ll be Monday, Tuesday, Thursday and Friday
living and working with people from 9:30am – 12:30pm
over 120 countries. We can help you 2:00pm – 4:00pm
to join the global conversation – a Wednesday
once-in-a-lifetime opportunity. 10:00am – 12:30pm
2:00pm – 4:00pm
International Student Support
The International Student Support team support Get in touch
you before and during your time at Surrey. Read answers to frequently asked questions or
submit a query online or call us.
We’re happy to help with any questions relating T: +44 (0)1483 686 868
to being an international student. We can E: ask@surrey.ac.uk
provide a range of advice and information,
W: surrey.ac.uk/ask
including the latest information on visa issues,
police registration, regulations on part-time
Language teaching and English
work, and inviting relatives and friends to visit.
language support
The team also organise events throughout the The School of English and Languages provides
year, including welcome and orientation specialised language teaching and offers a free
events, an End of Year lunch and opportunities ‘Global Graduate Award’ programme in foreign
The University is also an International English Global Graduate Award Programme (GGA)
to explore Guildford. Check our Facebook languages to all Surrey students.
Language Testing System (IELTS) Test Centre. surrey.ac.uk/englishandlanguages/study/
site for more information facebook.com/
We also offer free English language support To find out about all that we can offer, please global_graduate
UniversityOfSurreyInternational
during your studies, which is particularly valuable visit our website.
To make an appointment or access a drop in for international students. English Language Support Programme (ELSP)
School of English and Languages surrey.ac.uk/englishandlanguages/study/
session contact the Student Services Centre.
Our teaching methods are modern, surrey.ac.uk/englishandlanguages
english_language_programmes
communicative and enjoyable. In addition, you
Language Study Area
can use the Language Study Area, which offers a IELTS Test Centre
surrey.ac.uk/englishandlanguages/
wide range of self-study facilities to all students. surrey.ac.uk/englishandlanguages/study/
languages_study_area
ielts
20 surrey.ac.uk #createwonder Supporting you 21Training for the future
We’re proud of our track record for We also run two large Careers Fairs a year
graduate employability. One of the and there are daily opportunities to meet with
employers to understand their recruitment
main reasons behind our graduate
requirements. Our careers advisers also work
employability success rate is our with academics to bring career relevance to
Professional Training placement the subjects you study.
programme. It offers a unique
Sign up for live job opportunities on our
experience to you in terms of gaining
vacancy service and register for our Careers
access to the world of work as an newsletter to receive information about
integral part of your studies: meeting employer-led skills development workshops
employers, developing job search skills and networking evenings.
and acquiring the employability skills Surrey students go on to secure graduate roles
that employers look for. in most of the leading companies in the UK and
around the world.
The Employability and Careers Centre offers a
wide range of support, including confidential The Employability and Careers Centre is located
one-to-one advice on careers options and in the Philip Marchant Building, the same
recruitment processes, and Quick Query sessions building as the Accommodation Office but the
if you want to drop-in for advice about your CV/ entrance to the Centre is around the side.
job application.
Online careers information is available on our
Opening hours
website, including advice and help with job Monday 10:00am – 5:00pm
applications, CVs, aptitude tests, interviews and Tuesday – Friday 9:00am – 5:00pm
assessment centres. Careers information leaflets
and employer directories are also available in T: +44 (0)1483 689 001
E: careers@surrey.ac.uk
the Centre.
surrey.ac.uk/careers
The Administrator team for the Professional facebook.com/surreycareers
Training placement programme are co-located twitter.com/careerssurrey
with the Careers Team, and provide support to
students looking for placements. They work in
partnership with the Senior Professional Training
Tutors and the Careers team to provide support
to placement students.
22 surrey.ac.uk #createwonder Supporting you 23ALS can give advice about funding for any study Assessment and Awards
related support you need from the Disabled •A dvice to students on Extenuating
Students Allowance (DSA). ALS is a confidential circumstances (ECs) process
support service, based on level 4 of the • Providing information for Appeals and fitness
University Library. to practice cases
• Coursework submission of dissertation, lab
Opening Hours work and other non-online submissions
Monday 10:00am – 5:00pm • Post examination Board queries on resits etc.
Tuesday, Wednesday and Thursday Assistance with room bookings for LSA
9:00am – 5:00pm
Friday 9:00am – 3:00pm Personal Tutors
All year round Personal tutors support student development
T: +44 (0)1483 689 609
Suppoting your studies
through an on-going personalised point of
E: als@surrey.ac.uk contact with the University. They provide
surrey.ac.uk/als students with an induction into the academic
community, developing an understanding of the
Studying at Surrey is about you and potential, including those on target for first Faculty Student Services environment by offering guidance and making
the University becoming partners class honours awards, SPLASH also supports the Programme Management referrals to professional services. For the Code of
STARS (Surrey’s Top Achievers Recognised and • Faculty welcome and induction programmes Practice on personal tutoring see:
in learning. Whilst your tutors and
Supported) programme. • Allocation of students to tutor and lab surrey.ac.uk/quality_enhancement/
teaching staff will support you E: splash@surrey.ac.uk standards/index.htm
groups
throughout your degree, your success surrey.ac.uk/student-personal-learning- • Production of class registers
is in your own hands. These services study-hub-splash • Monitoring of progression, suspension Office of Student Complaints, Appeals
can help you to get the most out of transfers and withdrawals and Regulations (OSCAR)
your studies and achieve your goals. Library • Advice to students on module changes made The Office of Student Complaints, Appeals and
The Library offers a wide range of print and by students in two week periods at the start of Regulations is responsible for the consideration
Splash electronic books, publications and learning each semester of individual cases under University procedures
materials. Facilities include silent, quiet and • Support Boards of Studies and Student staff and Regulations for Academic Appeals.
The Student Personal Learning and Study Hub
group working zones and bookable group study consultative committees
(SPLASH) is a student-centred area designed to
• Non-standard programmes Formal University panels, (including disciplinary,
enhance your study. Helping in your academic rooms. During semester it is open 24 hours a
• Student exchanges fitness to practise/study, student welfare, and
and personal development, Student Learning day. surrey.ac.uk/library
• Personal tutor allocation and recording of academic appeal panels) are also administered
Advisers can assist you in improving your writing,
personal tutor meetings through this office.
presenting, revision, time management or any Additional Learning Support (ALS)
• UKVI monitoring, working closely with Visa
other academic skills. Similarly, as designated If you have a disability or a specific learning General information on the processes involved,
compliance Officer
subject experts for each Faculty, Information difference, ALS can offer you a wide variety of and copies of relevant documents, are
• Liaison with Students’ Union on student reps
Skills Librarians will be ready to connect you support and adjustments. available online. More detailed guidance about
and uploading to SU systems
with the right information resources for your complaints, appeals or the University regulations
If you give permission, ALS staff will liaise with • Short course administration
academic study and to offer advice on how is available from your academic department.
to use and reference the various resources University departments and services to provide Advice on individual cases is only offered by the
effectively. With the aim of ensuring that all your support based on your recent medical or Students’ Union.
students have the opportunity to fulfil their psychologist report. If you think you might be surrey.ac.uk/currentstudents/study
dyslexic, you can ask for an SpLD screening.
24 surrey.ac.uk #createwonder Supporting you 25OPEN DAYS
Book a place on one of our Open Days where you can
Create Wonder. meet students and academics, explore our campus and discover
more about the courses that have fired your interest.
Start your journey at one of our Open Days. Friday 30 June 2017
Saturday 1 July 2017
Saturday 16 September 2017
Saturday 14 October 2017
To book your place, please visit:
surrey.ac.uk/opendays
CAMPUS TOURS
We run campus tours every Wednesday at 1pm
– a great opportunity to explore our facilities and services.
For more details and to make a booking, please visit:
surrey.ac.uk/campustour
VIRTUAL TOUR
Take a virtual tour, giving you a panoramic view
of the whole campus and our local area – please visit:
surrey.ac.uk/virtualtour
Connect and explore
#createwonder
26 surrey.ac.uk #createwonder Supporting you 27Disclaimer
Every effort has been made to ensure the accuracy of the information contained in this brochure at the time of going to print
(May 2017).
The University takes reasonable steps to provide the educational and other services described in this brochure but reserve
the right to introduce reasonable changes to the services including the way in which they are delivered.
Should industrial action or circumstances beyond the control of the University interfere with its ability to provide any services,
the University will use reasonable steps to minimise any resultant disruption.
Please refer to the University website for updated information relating to any matters contained in this brochure.
Where the information contained on the website differs from that in this brochure, the information on the website supersedes
the information contained in this brochure.
We advise all applicants to view the website prior to making any application.
28 surrey.ac.uk 8145-0317 #createwonderYou can also read
