Responding to your feedback

You said, we are listening and responding

Your University and Students' Union will make sure your voice is heard and your feedback is shared with the appropriate departments. When you submit feedback through the Student Voice form, your Course Representative or one of our surveys, this is reported and discussed at Portfolio Executive Committees (PECs) and the VC's Student Experience Committee.

Based on your feedback, we will develop recommendations and actions for enhancement. We also love to hear about your positive experiences so we know which services and staff you value the most.

Closing the loop

You said...

We listened...

and responded...

It is taking a long time to get a response from my emails to SID and Finance - Sept. 2020

We acknowledge and apologise for these delays which have been partially caused by the move to online delivery and registration. We ask that you don’t resubmit your query but bear with us while we work through the backlog. We do appreciate your patience. Please look at the Student Support pages if another team can assist with your specific issue.

Concerns with response times and delays to processing finance disclaimers will be raised as part of the review of the Welcome and Registration period for 2020.

 

If you find yourself in financial difficulties if your loan is delayed, please contact the Student Money Advice Team for support.

It is taking a long time to get a refund from Finance - Sept. 2020 We apologise for the delays, our Finance Team is checking and processing these but this is taking longer than usual. This will be discussed at the Student Experience Committee meeting in November. We will determine an acceptable time limit for us to action requests.
We turned up for a seminar but there was no lecturer, the timetable was wrong - Oct. 2020 We sincerely apologise, sometimes we need to make unavoidably late changes to the timetable but should have communicated this better. A corrected timetable was posted on BREO.

Timetabling delays and changes to be raised as part of the review of the Welcome and Registration period for 2020.

Some students had difficulty logging into BREO because of delays in the Registration process. The Registration and BREO teams worked to give you access to BREO as swiftly as possible whilst still processing your registration separately.

BREO access delays will be raised as part of the review of the Welcome and Registration period for 2020.

I want my lectures to be more interactive, there should be a chance to ask questions - Oct. 2020 Due to previous feedback on online delivery, lectures are pre-recorded to minimise disruption and to ensure all students can access them. Whilst lectures are recorded, you have the opportunity to discuss the learning and ask questions in your seminar groups.

We updated our FAQs to clarify the different types of learning sessions and what to expect. This was published in the November Beds Lowdown newsletter.

Read the FAQ

I am worried about attending classes on campus because I am vulnerable, or living with or caring for a vulnerable person - Oct. 2020 In exceptional circumstances, students may apply to study online only. You must contact returntocampus@beds.ac.uk and request the application to study only online.

There were delays in receiving your International Student BRP (Biometric Residence Permit) cards from the University - Nov 2020

These cards are produced by the UK Government and not the University.

Beds SU contacted the National Union of Students (NUS) and the Home Office, who confirmed there were delays in sending cards to Institutions both in October and January 2021. There was a further complication due to the National lockdown, meaning you could not pick up cards from campus that had been sent to us. 

The International Office are scanning and sending digital copies of the cards to students once they receive them. This should be satisfactory for most purposes e.g. opening bank accounts. Students will be able to pick up the physical card when restrictions are lifted.  

 

Beds SU are liaising with NUS to demand the Home Office issue guidance to students on making complaints and applying for refunds. 

 

Students who experience problems with their scanned copies (i.e. it is not accepted somewhere) should contact StudentVoice@beds.ac.uk 

We had various questions from those of you in your final year concerned about your future -Dec 2022

 

We want to reassure that as a student at Beds, there is wealth of support available to you to access, both now and after you’ve graduated. 

 

To help, we’ve pulled together a selection of dedicated information to direct you to support on offer: for your academic study, your wellbeing and your future. We want all of our students to be supported to be the best they can be, during their studies with us and beyond.  Read more here

Some of you wanted to know about the ongoing events and support on offer during  national lockdowns - Dec 2020

 

We know that student life is proving to be a little strange and different this year. We want you to know that both your university and your Beds SU services are still here for you. 

 

 

Beds SU and the University have worked together to remind you that ‘We’ve got you’!  

Take a look at some of the events, activities, and services aimed at bringing together and supporting the student community here at Beds

You wanted to know if the University’s ‘No Disadvantage Policy’ was being updated  - February 2021

 

We understand that studying in a pandemic is not what you expected when you started your course and you were concerned about your studies. Beds SU and Faculty colleagues raised this in University Committees for further consideration 

 

An updated statement on this issue has been released under the new title of your ‘Safety Net’ measures: 

 “The 2021 ‘safety net’ measures are in place to support your learning and assessment.  

  They are designed to support your studies in these challenging times and to maintain the academic standards of your course. This is to ensure that your final award is seen as being equal to students who graduated before the Covid-19 pandemic and afterwards. 

  We will continue to review our safety net measures, alongside Government and HE sector bodies’ advice and guidance, to ensure that they continue to provide the support needed.” 

Read the  Safety Net Measures here

Many of you expressed concerns to us about the new degree algorithm, being worried about its impact on your final classification, only using results from your final year.- February 2021

 

This concern was raised by Beds SU and University staff at University Committees. 

 

It has been announced that the implementation of the new degree algorithm has been delayed indefinitely. The previous two algorithms used last academic year will be utilised. This means the University will apply the algorithm that benefits your final degree classification best.  

You can read about these in the  University regulations [PDF]
Sections 5.9 to 5.14 in the undergraduate regulations for 2020-21
 

Paragraphs 5.15 and 5.16 which contain the originally intended algorithm for 2020-21 can now be ignored. 

 

 

Some of you were concerned with news coverage about support for International Students provided by Universities across the UK during the pandemic - February 2021

 

We understand that the coverage was concerning but want to reassure you that we have had support available to all our students should they wish to access it during the pandemic. 

 

We have recommunicated to International Students the support they can access and have encouraged them to get in touch with us.  

As a reminder to all, if you are experiencing hardship please access our support section

If you have concerns about the welfare of a fellow student, you can pass these on confidentially to SupportAndReport@beds.ac.uk

Furthermore, please email returntocampus@beds.ac.ukwhere dedicated Advisors will support you with a Student Care Plan if you are self-isolating (with symptoms or after testing positive for coronavirus). 

 

You have articulated to us the financial hardship you have experienced due to various reasons associated with the pandemic - February 2021

 

We recognise that the global pandemic has had a financial impact on most students, with more of you at risk of facing increased costs or hardship as a result of this. 

 

Following announcements in the press regarding Government funding for Universities, we have created a Covid Hardship Fund to enable you to continue with your course and to help you succeed in your studies. This money does not have to be repaid and all registered students - including international students - can apply. 

 The closing date for applications will be 08 March 2021 at 17.00 GMT You can apply here

There is also a laptop loan scheme you can apply to

Some International students have fed back about fee increases as a result of decisions to defer their start dates - February 2021

 

Beds SU have raised this with the University. 

 

University policy does outline that a deferring an application can result in increased fees due to the course start date being in a new academic year. However, there are on-going discussions between Beds SU and the University about this stance in present circumstances. An update on any change to this will be communicated in due course.  

 

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