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Advice and Counselling Service

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WELFARE ADVICE

Our experienced Welfare Advisers have specialist training to offer you professional advice on a range of financial, legal and welfare issues. Our aim is to advise you about possible solutions and options relating to these issues, so that you can concentrate on your academic progress.

For information about insurance and regulations relating to immigration advice, please click here. ​

What can a Welfare Adviser help me with?

Most of our work is about helping you with your rights and entitlements, including:

  • government Student Finance
  • tuition fee status
  • tuition fee payment problems
  • hardship funds and bursaries
  • planning a budget
  • dealing with debt
  • Tier 4 immigration
  • international student issues
  • financial support for student parents (childcare costs etc)
  • postgraduate funding
  • welfare benefits and tax credits
  • disability benefits
  • funding for re-take periods of study
  • interrupting your studies, re-sitting, withdrawing or transferring
  • extenuating circumstances affecting academic performance
  • NHS funding
  • funding from trusts and charities
  • housing rights
  • council tax

As well as helping you to find solutions to problems, we can also give you information and advice to help you to avoid problems before they happen. For example, we can help you to plan a budget, and check that you are getting all the funding that you are entitled to. This type of preventative advice can help you to make sure that practical and financial problems don't affect your academic progress.

Just a quick thank you for your help this year in securing the maximum student finance... After our meeting to discuss what to do next, the process became easier and we eventually received the full amount. I could not have continued study without it and your assistance was invaluable -
 History undergraduate 


On our website we have information and guidance on most of the issues students ask us about. If you cannot find the information you need, please contact our frontline staff, who will advise you how best we can help you. Some queries can be answered by our frontline staff, or they may direct you to the self help materials that our Welfare Advisers have produced for students. Not all queries require a one to one session with a Welfare Adviser, however if your situation requires their specialist knowledge, you will certainly be informed about the next available pre-booked appointment or how to obtain a same-day appointment during the main university term-time.

All appointments for welfare advice are usually up to 45 minutes per student and take place in a confidential one-to-one setting.


Throughout the year, including university vacations (apart from university closure days) we offer pre-booked appointments. You can pre-book an appointment by visiting our reception in person, or by calling us or emailing us. Our contact details and opening times are here. 

During the main university term time, as well as pre-booked appointments we also offer same-day appointments every weekday (Monday to Friday) afternoon (apart from university closure days). This means that you may be able to see a Welfare Adviser without booking an appointment in advance.

Bookings for same-day appointments open at 1:30pm on the day - please arrive no earlier. There is a very limited number of appointments and they are offered on a first-come-first-served basis. If you are offered a same-day appointment, you will be seen by a Welfare Adviser at 2pm. 

Welfare Advice Same-Day Service

Monday to Friday

1:30pm

Registration for Same-Day on a first-come-first-served basis

2:00pm – 2:45pm
Welfare Advice appointment (45mins)


Often there is no preparation you need to do, except for making sure you have all the relevant facts and information to discuss with your Welfare Adviser. We will need to see any relevant documents relating to the matter you are asking about.


So that we can advise you properly, we normally expect you to attend your appointment on your own. However, if it is important to you that someone attends your appointment with you, this is normally fine. When you arrive, please tell our reception staff if you prefer this, so that they can consult with the Welfare Adviser you have an appointment with. Sometimes, we might ask to have a short conversation with you in private before your appointment begins, to help us to understand why you would prefer to be accompanied. A friend or relative can wait in our waiting area during your appointment.


Try to arrive five minutes before your appointment time. Our frontline staff will ask you to check we have your correct contact details, and to sign a statement showing that you understand our Code of Practice on confidentiality.

If you are late for a booked appointment, the Welfare Adviser may decide that it will be best if you book another appointment, or they may decide to meet with you for a short appointment. In our experience, it can be unhelpful to begin an appointment when there isn't enough time to advise you properly, and this is why the Welfare Adviser might decide it is best for you to book another appointment.

If you arrive early for a booked appointment, you will normally need to wait until the specified appointment time. If you have a reason why you would prefer to be seen early, please tell the frontline staff when you arrive and they will check with the Welfare Adviser to see if this is possible.

If you are unable to attend your booked appointment, or find that you no longer need it, please contact the Advice and Counselling Service frontline team as soon as possible, so that your appointment can be offered to another student, and you can be offered an alternative one.


Your appointment will always be in private, in one of our consulting rooms. If you have any concerns about privacy or confidentiality, please ask us at any time during your appointment.

We will ask you to explain your enquiry or problem, and we will then explore possible options with you. We might also ask you about other aspects of your situation so that we can advise you about other options for improving your finances or practical life. Often, we are able to tell students about options and solutions that they didn't know they were entitled to. In some cases, where necessary we will also explain your obligations under the law or under Queen Mary regulations. 

Our advice to you will be based on your individual needs and priorities. This means that you control the process and we will not impose decisions on you. Our role is to explain your rights and any options and solutions available to you. You can then choose how to proceed.

We will usually offer you advice and information about your rights and entitlements so that you can pursue options or achieve solutions yourself. However, sometimes you will need our help to achieve a solution. If this happens we can advocate on your behalf, with your permission, perhaps by formally negotiating with someone or by representing you at an appeal process. Usually this happens when your rights and entitlements are based on a point of law or formal rules, and you need help to challenge a decision or negotiate a compromise. The most common examples are: eligibility for Student Finance, immigration, welfare benefits and council tax. We can also speak to other staff at Queen Mary on your behalf if you would like us to.

There might not be a solution to your problem. If this happens, we will advise you about the implications of your situation and options that you might need to consider.

The advice we give you is based on the information you give us about your situation. Therefore it is important that you let us know about all the relevant facts, so that we can give you accurate information. Much of our advice is based on rules and regulations which can change frequently, therefore the advice is correct at the time, but is subject to change. Our service is confidential. 

We will take brief notes during your appointment so that we can write up accurate case notes afterwards, which are stored securely. This is helpful if we have to do some follow-up work for you, or if you come back for another appointment. Under the Data Protection Act, you have the right to see all notes kept about you. For more information about how we store information about you, see our Confidentiality Code of Practice.

Sometimes we can't give you all the information you need immediately. We might need to check the law or find out more detailed information. We might also need you to show us further documents or provide more information about your circumstances before we can advise you on every aspect of your query.

If we agree to do some follow-up work on your behalf after your appointment, we will agree with you when we will do this and how we will tell you the outcome (by email, by phone, or by sending you a copy of a letter that we write). You will not normally need to come back for a further appointment just to learn the outcome.

At the end of the appointment, we might decide with you that there is further work that needs to be done, and will normally offer you a further appointment. 

 


Your meeting with a Welfare Adviser is confidential within the Advice and Counselling Service. We do not liaise with or report back to anyone without your permission, either at Queen Mary University of London or elsewhere, even if that person has referred you to see us.

If we have agreed to do something before seeing you or contacting you again, we will have agreed this with you clearly. However, we may have also agreed with you that you need to do something, or provide more information, before we can take further action, and we will normally agree a deadline with you by which you need to complete the task. It is your responsibility to contact us as agreed. If you do not do so, we will not normally contact you.

Our follow-up work will be carried out as soon as reasonably possible, and in accordance with the time frames already agreed with you. When this is not possible, we will let you know why this has happened and advise you of the new time frame.

If we have advised you about an application to one of the hardship funds at Queen Mary, it is important to understand that we do not then make the decision on your application. Welfare Advisers are present at meetings to consider non-standard applications and exceptional circumstances, but in an advisery capacity only. This is necessary so that the administrators of the funds, and other decision-makers, are able to make informed decisions about cases that may involve complex funding, benefit, budgeting or immigration issues.

However, if you want us to discuss your application on your behalf at the meeting, perhaps to explain a complicated or very personal issue, we can do this.

We might have agreed to prepare a letter or document for you to collect, or to read and approve before sending. You can collect the document from our frontline staff once we let you know it is ready.

If you would like a further appointment in the future, you can do this while you are still studying at Queen Mary. Ex-students may sometimes use the Service, although the extent of the provision will be limited and in accordance with our Access Policy [DOC 47KB]

Insurance and regulations relating to immigration advice


Welfare Advisers at Queen Mary University of London are regulated to give immigration advice under OISC (Office of the Immigration Services Commissioner) guidelines. The OISC is an independent organisation that monitors immigration advice and services. Advisers have to attend regular training to be able to do this.

The advice we provide is based on the information you give us about your situation, so it is important to let us know all of the relevant facts. The UK immigration rules change frequently and without notice, so the advice we give is correct at the time but could be subject to change - if you are not using the advice immediately, you should check back with us nearer the time to see that it is still correct.

If you ever need to complain about the immigration advice you receive, the Advice and Counselling Service has a complaints procedure. Alternatively, you can complain directly to the OISC - information about how to do this is on the gov.uk website.

The OISC requires Welfare Advisers to have Professional Indemnity Insurance (PII). The purpose of PII is to cover any compensation we may need to pay to correct a mistake or to cover any legal costs due to negligence, misrepresentation and/or inaccurate advice which may cause, or contribute to, financial or other loss to you. Welfare Advisers at Queen Mary are covered by a PII Policy for Queen Mary staff.

Money Advice

Welfare Advisers at Queen Mary are members of and are accredited by the National Association of Student Money Advisers. The accreditation is re-assessed each academic year to ensure that advisers continue to attend regular training and development.

 

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