Accessiblity
Go to londonmet.ac.uk

Student Advice & Support Centre

The Student Advice & Support Centre is the first point of contact for all student support enquiries. Students can contact the team in person, by phone or email to raise queries and seek support or guidance on various topics. The team will also be able to refer you to specialist teams for additional support & guidance.

Student Advice & Support Centre Opening Hours 

London – Rosebery Avenue

Monday to Thursday08:30 – 19:30
Friday08:30 – 17:00
Saturday09:00 – 17:00
SundayOnline only 9.15 – 15.15

London – Fitzwilliam House

Monday to Friday08:30 – 17:00
SaturdayClosed
SundayOnline only 9:15-15:15
  

Birmingham

Monday to Thursday08:30 – 19:30
Friday08:30 – 17:00
Saturday09:00 – 17:00
SundayOnline only 9.15 – 15.15

Manchester

Monday & Wednesday08:30 – 17.30
Tuesday & Thursday08:30 – 19:30
Friday08:30 – 17:00
Saturday09:00 – 17:00
SundayOnline only 9.15 – 15.15

Contact Details  

Email: QAHE.SASC@qa.com  

Call: 0204 579 6407

Your Image

All students must be enrolled to study at QA Higher Education. After accepting your offer
with us, you will be sent instructions to complete your pre-enrolment via email. Once
completed, the enrolment team will process and complete your enrolment. You will then be
given your timetable for your classes.
Ahead of your vacation period, you will be invited to complete your re-enrolment by the
Enrolment Team.
For any queries regarding enrolment, please contact the Enrolment team via email:
QAHE.Enrolment@qa.com
For any queries regarding re-enrolment, please contact the Registry team via email:
onlineenrolment@qa.com

Where you live is a big part of the student experience. It might be your first time living
independently and there’s lots for you to think about before you move into your
accommodation. For any queries regarding accommodation, please refer to the
Accommodation page.

Your Student ID card is a vital part during your time studying at QA Higher Education.
Student ID cards will be distributed in the classroom by a member of staff. All students must
always display their ID cards whilst on campus and make themselves identifiable when
requested by a staff member. Your Student ID card will allow you to access the library, along
with borrowing books for your studies.
For any replacement Student ID cards, please contact the Student Advice & Support Team.
This is subject to a £10 reprint charge.

After confirmation of registration (which is after two weeks of classes), you will be able to
access your letters on your QA student portal.

Enrolment letter
Proof that you are an enrolled student on your course. This document will be updated
automatically after the initial two weeks of classes – there is no need to request it.

Council Tax Exemption Letter
Students should send a request via email to the Student Advice & Support Centre team
using your university email address. Please ensure your personal information & address
details is accurate and up to date at all times. Letters take up to 5 workings days to be
processed but can take longer during busy periods around enrolment.
If you have further queries regarding letters, please contact the Student Advice and Support
team via email QAHE.SASC@qa.com.

Please ensure your personal information and address details are accurate and up to date at
all times. This can be updated on the QA student portal. For further support, please contact
the Student Advice & Support Team via email QAHE.SASC@qa.com.

You can now login to your timetable and on campus computers using the same details.
You can only access your timetable if you have physical classes in your current semester.
This is the link you need to use to access your timetable:
https://ttportalqalive.com/2425/ADlogin.html
Your username is the account username you received by email in this format:
QAStudentid@qahe365.com.
For example, if your student ID is 2000001, your account username is
QA2000001@qahe365.com. You would have received your password in a second email
following your account username for student network.
You can also access computers on campus using these details! If you cannot find the
details, try searching your personal email address (these are sent shortly after your first
enrolment) for emails from: Noreply@qahighereducation.com.
If you cannot find them, or your password does not work, please contact us on
QAHE.SASC@qa.com, and we will start the process of reset for you.
All students are reminded to check their timetables regularly as any changes would be
reflected through your timetable with up-to-date changes.

How to navigate on Semestry and see my timetable

If you need help using Semestry and viewing your timetable, take a look at: How to view my schedule in Semestry.
For online Webex sessions, you can access your session through this link: QAHE Online
Webex. For further guidance and support on accessing your online sessions, please refer to
this video guide.
If you are having issue to connect with Webex codes or the app, please contact Student
Advice & Support Centre Team via email on QAHE.SASC@qa.com or call 0204 579 6407.

We understand a person’s circumstances can change. This includes changing from one
programme to another, taking some time out away from your studies or leaving your
programme early. Should you ever find yourself in a situation like this, we are here to help
you. The Student Advice & Support Centre Team is here to help you access support that
would be helpful to you and enable you to make an informed choice about what to do next.
If you would like to request a change including change of programme, mode of attendance,
change of groups or change of campus, please see below instructions:

  • If you are currently studying in your 1st Semester, you will need to submit your
    request to the Student Advice and Support Centre Team (QAHE.SASC@qa.com) no
    later than teaching week 4. Any request made after teaching week 4 will need to be
    submitted to the Registry team (QAHE.Registry@qa.com) but request will be
    considered only at the start of Semester 2 of teaching.
  • If you are currently studying in your 2nd Semester, you will need to submit your
    request to the Registry Team QAHE.Registry@qa.com.
    All requests must be sent from your university email address and should detail the reason
    why you would like to request a change. If you do not have a valid reason, we will not be
    able to proceed with the process of change.

Please note changes are subject availability on programme, group or campus.

QA Higher Education encourages students to attend all classes and will monitor attendance
in line with the university partners Attendance & Engagement policy. It is important that you
attend all your timetabled classes, to be able to progress on your programme. In extreme
cases, students who do not attend may be withdrawn from the programme.
Attendance team monitors your student attendance and will send you alerts once you have
reached a certain number of absences. Any queries, please contact the attendance team
qahe.attendance@qa.com.
Your attendance will be confirmed to SFE (Student Finance England) once you have
completed and attended your extended induction. The Registry team will send all your
attendance information to main campus, who will then release the information to SFE. Any
queries, please contact the registry team qahe.registry@qa.com.

Non-attendance may result in withdrawal from the programme.

If you are unable to submit assessment work by the assessment deadline due to illness or
other circumstances, your only option will be to take a deferral until the reassessment period
at end of the Academic year.  
A deferral request requires evidence to be submitted along with the application form. If a
deferral is granted, you will not be penalised for submitting your work at the next
reassessment period. 
Please be aware that the university does not grant extensions for any duration or accept late
submissions beyond the specified deadlines. 
To apply for mitigating circumstances, you must complete the mitigating circumstances form.
The form is fillable so you will be able to complete it online. Note we won’t allow pictures of
this form.  
Please specify: 

  • Which module and assessment this applies to (where it is assessment 1, 2, or 3) 
  • The submission deadline of the assessment 
  • A description of your circumstances and reason for requesting mitigating
    circumstances 
  • Supporting evidence 

Please note that applications cannot be processed without supporting evidence. Details of
valid evidence and circumstances can be found here: FAQs.
If your circumstances are confidential, you may wish to speak with the welfare team
(qahe.welfare@qa.com) and obtain support from the team. 
Please send the completed form and evidence (where required) to
qahe.londonmetmitigatingcircumstances@qa.com.

Your lecturers contact details and office hours (if applicable) are listed on each module page
on your academic portal. The academic teaching team is available through Academic Help
Hub. The Academic Help Hub (AHH) is now available online via Webex as well as email. To
join online, click on the link at the times below, no need to book:

Webex details and times:

The Webex link is the same every day:
https://qalearning.webex.com/meet/QAHEWebex319

Timeslot                                    Link to join
Monday 15:00-16:00                Click to join
Tuesday 12:00-13:00                Click to join
Wednesday 15:00-16:00           Click to join
Thursday 16:00-17:00                Click to join
Friday 11:00-12:00                     Click to join

Or alternatively, pop them an email: QAHE.AcademicHelpHubLondonMet@qa.com.
All this information can be found on the ACE page on Weblearn, just click here.
For any technical Webex issues, please contact the Student Advice & Support Centre Team
via email QAHE.SASC@qa.com or call 0204 579 6407.

What does a ‘Resit’ outcome mean?

The resit outcome means that you have not achieved the pass mark in one or more of your
modules. You now have another chance at this assessment. You must complete this work to
progress on to your next level/stage of study or to receive the full award.

What does a ‘Retake’ outcome mean?

The retake outcome means you must take all the learning and assessment activities in the
module again. This may incur paying an additional fee to take the module. For any questions
regarding additional fees for retake modules, please contact
QAHEFinanceSupport@qa.com.

Resit and retake module assessment submission must be submitted via the correct links. If
you face any difficulties with submission, please contact the academic enquiries team via
email mdxacademicenquiries@qa.com.

If you require support to access your student portal, please visit the London Met IT Help and Support webpage or call 020 7133 4444.

At our campuses, we offer students access to PC’s and laptops via ED Domain login.

You will be issued with ED Domain login details via email once you’re fully enrolled. These
are also the same details you use to login to your timetable.

If you cannot find the details, try searching your personal email address (these are sent
shortly after your first enrolment) for emails from: Noreply@qahighereducation.com.

If you cannot find them, or your password does not work, please contact us on
QAHE.SASC@qa.com, and we will start the process of reset for you.

The ACE Team is here to provide you with guidance on many aspects of academic life and
achieve excellence in your course.

This includes helping to learn skills such as:

  • your academic and digital development
  • navigating your virtual learning environments
  • accessing online resources
  • analysing data with Excel
  • computing skills

We provide support to students via:

  • One-to-one appointments
  • Online workshops
  • Virtual Learning Environment (VLE)

For further information on ACE including how to book appointments, please click link.

Our Student Futures and Careers service is available to all students who study with us.

When you come to study with us, you receive in-depth advice and assistance with your
career development. We want you to achieve your ambitions, make the most out of your
experiences, develop your skills and to help you manage your future career.

For further information, please refer to our careers site or request further info by emailing
yourcareers@qa.com.

When you study at university you need to ensure that you can support yourself financially.
Eligible students can apply to Student Finance England (SFE) to cover tuition fees and
maintenance loans. Tuition fees are the payments for your university course and are paid
directly to the university. Maintenance loans are payments for your living expenses and are
paid directly to you.

For further information, please visit our Student Finance Webpage or contact them via email
QAHEFinanceSupport@qa.com or call 0203 504 3399.

We want to ensure that your time here as a student is a safe and happy one, so we have a
dedicated Welfare Team, Mental Health Practitioner and Counselling Service in place for
your support.

The Welfare team will be able to provide support in several ways. For further information,
please visit Student Welfare webpage.

The Student Relations Team are based on-campus in London, Manchester and Birmingham.
The team and its voluntary Student Ambassadors work to engage with students and assist
the running of student-centred events across campus. The team runs Freshers week, social
events, hosts competitions, cultural events and activities.

For further information, please contact them via email Student.Relations@qa.com.

As a student you are eligible to sign up to various student discount
platforms, allowing you to get discount across a wide variety of retailers.

Totum Card (NUS) – a paid card that is valid for 3 years, find out more here.

UniDays – register with your university email address for a range of discounts. Find out
more here.

Student Beans – register with your university email address to access discounts. Find out
more here.

Transport For London Oyster card- A student oyster card allows you to have discounted
travel around London on public transport. To apply please complete the following steps:

  • Go to tfl.gov.uk
  • Select 18+ Student Oyster Photocard
  • Create an Oyster Photocard account
  • Choose QA Higher Education for study establishment
  • Add the student number you use to access your online timetable beginning with 000,
    10 or 20 (also found on your student ID card)

For further information on student discount information, please refer to the Student Welfare Financial Guide.

Students studying with QA Higher Education have access to both the QA Higher Education
libraries and the university partner library. Librarians will support you in getting the most out
of those resources.

For further information on Library Services, please visit our Library Webpage or access the
QAHE Library Portal directly.

Graduation is a significant milestone for every student, it gives you the platform to
springboard to achieving career ambitions and shaping your future aspirations. Once you
complete your programme you will receive information about graduation from London
Metropolitan University.

For further information on graduation can be found on London Met Awards and Graduation
or please contact the graduation team via email on awards@londonmet.ac.uk.

These will be sent to the QA Higher Education London campus within around 15 weeks of
completion and exam board verification. They will be distributed to the relevant campus who
will email you when ready to collect/post. If you have any queries please contact the Student
Advice & Support Centre QAHE.SASC@qa.com.

Get Back On Track (Registry Retention Team)

Are you struggling to engage with your course or considering withdrawal but unsure of the
implications or options available to you? If yes, then our Get Back on Track team are here to
support you. Please send an email to us QAHE.GetBackOnTrack@qa.com.

We’re here to help you understand the options that are available to help you overcome the
challenges you may be facing and reach your full potential throughout all stages of your
academic journey all the way through to achieving your degree.

We’re here to offer support and guidance to any students’ who may be struggling to engage
with their course, be that with short term challenges with attendance or struggling to meet
assignment submissions or other requirements of the course.

The team will arrange a time to discuss the challenges and offer personalised advice based
on your unique student journey and can offer practical solutions if you feel you are unable to
continue your studies at this time. Our team works closely with the University Student
Support teams alongside Academic Management teams to provide personalised support
based on your individual situation.

We can provide detailed information on the process of Taking a Break in Studies, a
withdrawal or alternative processes such as mitigating circumstances. During these
discussions we’ll also discuss any implications of the options to help you make an informed
decision on the most suitable option for your situation.

The feedback of our students is at heart of what we do. We are always looking for ways to
improve the student experience for current and new students. We encourage all students to
partake in giving feedback via:

  • Capture feedback via student committee meetings (via student reps)
  • Attends student forums and focus groups
  • Module and programme surveys
  • Online student surveys

For further information, please contact the Quality Assurance Team via email on
QAHEHaveYourSay@qa.com.

Our Complaints Procedure is in place for any prospective or current student/learner to
complain about any service QA Higher Education provides.

For further information on how to submit a complaint and our complaints procedure, please
refer to our QAHE Complaints page.

Here’s where you can find all our Higher Education policies and procedure documentation
for you to download. Please visit our policy and procedures page for further information.