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Service Availability

If you would like some advice or support, please take some time to read the information below, for details of service availability and contacting us, confidentiality and how we use your data. This information was last updated on Wednesday 18th March 2020.

Following on from the latest government advice, we have taken the decision to suspend our face to face service. Although we are no longer offering advice by drop in or face to face appointments, we are still here to help. The Advice Team are working remotely and you can still access our service by e-mail.

Our telephone line isn't currently being answered but we're looking at ways we can get this up and running again.

For the time being, we will mainly be providing advice by e-mail and we're setting up arrangements to offer a limited number of telephone appointments. We'll also be exploring our options for offering appointments via video messaging.

Contact Us

You can e-mail us 24/7 and our mailbox will be monitored regularly from Monday to Friday between 10am and 4pm. You may receive a reply outside of these times as staff working patterns vary. Advisors will be available both in and out of term time. We only usually close on weekends, public holidays and for staff training, development or administration days.

We offer advice on a range of topics including academic issues, housing, student finance and health and wellbeing.

Contact us on advice.su@manchester.ac.uk with a summary of your enquiry. Please include a contact telephone number as well as your course information. See below for how we use your data.

Response Times

We normally aim to reply e-mails within 5 working days but our response times are being affected by staffing changes earlier in the year and the current corona virus outbreak.

We are currently training new advisors and hope to be operating at increased capacity as soon as we can. However, at present we are running the service with fewer advisors than usual.

As a result, our response times may be longer over the next few weeks. We understand that you may be very worried given the challenging circumstances and we would like to reassure you that we'll always try our best to get back to you as soon as we can.

Advisors will try to prioritise enquiries by urgency. Where a deadline applies, we will try to get back to you within this timeframe but we cannot guarantee this. We may also not be able to give advice at short notice.

We would like to apologise for any inconvenience caused and appreciate your patience during this period.

Confidentiality

The Advice Service is confidential. This means we won’t share your personal information or case details to anyone outside of the service unless we have your permission or there are exceptional reasons to do so. For example, if you tell us about a significant risk of harm to yourself or others we may have to report our concerns to the University or emergency services.

Recording and storing your details

We collect and maintain confidential records of your personal information, details of your enquiry and any advice given. We do this to ensure we are giving accurate and appropriate advice and so that we can offer ongoing support with your case. Information such as your gender or course is also collected for statistical purposes but we will not identify you when compiling reports. Statistical information helps us to monitor groups who are using our Service so we can ensure accessibility or act on trends if a group of students is facing a disadvantage.

If you have any questions or concerns about how we use your data, please contact us.

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