About the Student Enquiries Service
How you can help yourself and how our staff can help you
While you’re a student at Loughborough there will be times when you have questions about the administrative side of student life, such as registration, exams, graduation, fees or your student status.
In other words, not topics like your degree programme content or welfare or sport or accommodation (as they’re all looked after elsewhere).
The quickest way to get information
Staff in the Student Enquiries Service have lots of experience of the kinds of queries you’re likely to come up with, so we’ve come up with some carefully-crafted FAQs. These are the quickest route to the answers to your questions.
Believe us when we say we’ve seen them all! In fact, we’ll point you to the FAQs when you contact us directly.
Why? Because if you’re contacting us with a question to which there’s an FAQ, then you’re likely to get the information you need much more slowly than would have been the case had you checked the website first. Also, if we can reduce the number of queries that we receive it will help us get those that really need our input much more quickly (this might be you in the future). It works for everyone if you check the FAQs first.
If you need to speak to somebody, or the webpages do not answer your query
If you have a complex query that can’t be answered with the FAQs or you need to talk to someone for further reassurance, or because your query needs interactions with staff, then we have a number of ways for you to get in touch.
If your query requires an immediate answer, and you cannot find the information you need on our webpages, then you should call us.
Our team are available to answer calls between 9am and 4pm and will do what they can to answer your query then. Be aware, however, that during peak periods, the lines can become very busy, and you may not be able to get through immediately.
Please make sure that you have checked our webpages before making the call – if the information you need is there, then this is still, by far, the quickest way to access it.
If your query is not urgent, and you cannot find the information that you need on our webpages, then the best way of raising it with us is by email.
As with the telephone lines, during peak periods, our mailboxes can become very busy (we often receive 200-300 messages each day!). Although we try to reply as soon as we can, typically, our response times range from 10-15 working days.
Therefore, please make sure that you have checked our webpages before sending your message – if the information you need is there, then this will allow you to get what you need instantly. Please help us to reduce the number of emails that we receive each day. If we receive fewer emails, then we will be able to shorten our response times.
If you do send us an email, you will receive an immediate auto-response, pointing you to a range of online resources. If we feel that your query can be answered by accessing those resources, then we may not send you a further response.
We understand that in some cases it might be necessary to for you to see us in person. Examples of this might be when you need to give the University sight of a particular piece of documentation (e.g. visa related etc), or collect something from us (e.g. Student ID Card). For this reason, we have a small number of appointment slots available each day at our public counter that can be booked via the below page.
It is not possible to visit our public counter without an appointment. Likewise, you should not book an appointment unless it is absolutely necessary for you to see us in person. Please make sure that you have checked our webpages before booking an appointment – this is by far the quickest way to access information for most common queries.