Student Adviser Team
The Student Adviser Team looks forward to welcoming all of our new and returning students in the 2021/22 Academic Year.
In order for us to ensure that you can have the best experience at the start of term, we’ve put into place some new arrangements to streamline how you can get support from us. We will continue to support all students online via General Advice appointments, phone support, emails and live chat. In-person service will be by appointment only.
You can book an appointment through our Microsoft Bookings page for the following services:
- Collecting bank account letters
- Getting an application form (e.g. railcards) signed off
If you need out-of-hours support and advice, the AdviseABot on this page can provide instant answers to many FAQs. Between 2-4pm each weekday, you can also use the bot to live chat with a member of the team!
We are your first port of call to receive friendly, professional and efficient advice and guidance on anything related to your life as a student here at City. We can help with general advice, documents confirming your student status, and accessing other services at the University. Whether you need emotional or practical support, the Advisers are on hand to talk to. If you are not sure who you need contact, you can always look to the Student Adviser Team for the answer.
You can contact us by phone or email. Please include your Student ID number when emailing as it helps us locate your record faster (that’s the 9-digit number, the first two digits usually being the year you started your course e.g. 21 for 2021).
Here are some of the ways that we supported students in 2020
- Design and launch of the AdviseABot that resolves over 160 FAQs
- Introduction of live chat supporting students every weekday
- Bespoke, one-to-one genera advice appointments held online
- Continued support for over 6,000 unique online interactions since October 2020
- A team nomination for the City Heroes Awards.
All new students at City, University of London are required to register online. Once you have an unconditional offer of a place on a course and the admissions staff for your course have received and logged your firm acceptance of that offer, you will be sent an email with a unique link to your registration homepage, where you can start the process of registering as a student.
You will also be able to activate your City email address, set up a password and use your credentials to access Moodle, our virtual learning portal.
- Ensure your contact details are up to date
It's important to keep your contact details, such as your term-time address and next of kin information, up to date on e:Vision, so that we can support you at the right time during your student journey.
You'll need your City user ID and password to log in (you'll have set up your password as part of your Student Account activation).
- Attend your Induction
Each Programme will have an induction and a range of activities to take part in during Welcome Week to help you prepare and thrive during your time at City.
The details of these activities will be communicated to you via email and are also available online on the Student Hub.
- Check your City email account
It is crucial that you check your City email account regularly as important information from your School and the University will be sent to you via this channel. Your password will be the same you set up as part of your Student Account activation).
- Ensure you have access to Moodle
Moodle is City’s virtual learning environment which hosts a range of resources to complement your learning experience. You should ensure your Moodle account is set up correctly.
You will need your City username and password to log in.
- Get a student bank account
Whether you're a UK student or an overseas student, opening a UK student bank account will allow you to manage your finances more efficiently and securely and access benefits of a student bank account.
If your programme of studies lasts less than six months, you may not be able to open a bank account, but you may be able to get a pre-paid cash card instead.
- Register with a GP
It is crucial that you are registered with at GP (General Practitioner) while you study at City so that you can get medical care if you need it.
Your GP should be the first point of contact for your physical or mental health concerns.
- Check our Prepare to Start guide
Our Prepare to Start guide has tips and recommendations on how to start your journey at City, including support, student discounts and life in London.
Come and talk confidentially to a member of the team about any issue or difficulty you may be facing during your time at university. The Student Adviser Team are here to listen and can help find the right support for you. This includes: any emotional, personal or family issue; feeling homesick; difficulties settling in and concerns about your course.
Book directly for a confidential one to one appointment with a Student Adviser using our bookings page.
Updating student details
Change of name: If you need to correct or update your name on your student record, please notify us via email (using your City email address). You will need to provide a copy of an official document (e.g wedding certificate or deed poll) to your request.
To change your ‘known as or preferred first name’: No documentation is required -please email your request to us.
Correcting your date of birth, nationality or ethnicity: Please notify us via email, attaching a copy of your passport/ National ID card.
Change of address/ phone number: It is a legal requirement that you provide us with a current contact address and inform us of any changes to your address. You can check that your address is up to date and update your address and personal details by logging into your e:Vision account. If you have any difficulties with this, please email us with your new address details.
Change of email address: If you have corrected or updated your name and would like this to be reflected in your City email address, please contact the IT Service Desk by logging a Service Now request. Once you have logged a request, a member of the team will be in touch to advise you further.
Change of course details: To request a change to your course, course start or end date, please request this via your School Course Office.
Student letters for bank accounts and council tax
We can provide you with the following official student letters:
Student Status letter - this letter confirms your enrolment as a student at City, University of London and is most commonly used for council tax exemption.
What is council tax?
Council tax is a monthly payment that households in the UK must pay to their local council, which goes towards funding local services. However, there are some exemptions and not everyone has to pay. Students are included in that exemption, but this will depend on who you are living with. Currently, households where all residents are full-time students are exempt from paying any council tax. A full-time student is defined by a course that lasts for at least a year and must be over 21 hours of study per week. Part time students are not eligible for council tax exemption, but you may be eligible for a discount depending on your household situation- please check the Government website for further information about discounts and exemption.
Bank letter – this letter can be used to open a student bank account and will be addressed to the bank of your choice. Eligibility criteria is set by the bank, so please check your preferred bank website for more information. If you want to collect a bank letter in-person during term 1, please pre-book a collection slot using the Microsoft Bookings page.
Schengen visa letter – this letter can be addressed to the embassy and is used to apply for Schengen visas.
e:Vision self-service guide
These letters are available for you to download as a PDF document on e:Vision under ‘official student letters’. If you notice your details are incorrect, you can also update them under the ‘personal details’ section on e:Vision.
Requesting a letter
You can download a PDF version of these letters from e:Vision or you can email the Student Adviser Team and we can produce it for you.
If you are a graduate and need a student status letter, please email us on email@example.com
Part time students will need to contact their School to obtain these letters.
Student travel discounts
As a student at City, you may be eligible for travel discounts on Transport for London (TfL) and National Rail services.
There are a few different ways to pay for your travel on these services:
- TfL: You can pay with an Oyster card, contactless bank card, buy a paper ticket or use the TfL Oyster and contactless app. Please check the TfL website for more information
- National Rail: You can buy a ticket for your travel online, at a station or over the phone. For some services in London, you can also pay via contactless bank card. Please check the National Rail website for more information.
Please note that London buses are cashless, so you will need to use an Oyster card or a contactless bank card to pay for your journey.
An Oyster card is a smartcard that is used to hold money, travelcards and bus and tram passes. You can top up your card at any shop that has the blue Oyster card sign and at London Underground or London Overground stations (You can use your Oyster card on all the TfL services in London.)
16+ and 18+ Student Oyster card:
If you are still 18 in August, you can use a 16+ Oyster card for the first year of university.
If you are 18 or over and are in full time education in London, you can use the 18+ Oyster. The 18+ Oyster card entitles you to receive 30% off the price of an adult travelcard, bus and tram pass. Find out more on the TfL website.
Eligibility criteria: If you're 18 or over, live at a London address during term time and in full-time education, or on a mandatory work placement in London, you may be eligible for an 18+ Student Oyster photocard. You must be fully enrolled as a City student before you will be eligible, so please only apply once you are fully registered. Full terms and conditions including the eligibility criteria can be found on the TfL website.
How to apply: You will need to make an application online. You will need to provide:
- An active email address
- Student enrolment ID from your school, college or university
- London borough address
- Digital photo which must be a .jpg, .bmp or .gif file and less than 6MB
You will need to pay an administration fee of £20 using a credit or debit card. You can get a photocard valid for up to three years of your course. TfL will post your 18+ Student Oyster photocard to you once the Student Adviser Team have approved your application, you will receive notification of this from TfL via email. Please note: when entering the institution name, please ensure that you type the following: City, University of London. Please also ensure that you take the time to fill in the form as City is not responsible for any inaccuracies made on the form.
Changes to your course: If your course end date is extended you will need to apply for a new Oyster card to cover the extended time. If your status changes and you are no longer eligible for the 18+ Oyster card we will report this to TfL.
If you have a query about the status of your application please contact the Student Adviser Team.
If you are studying for 15 hours or more per week for at least 20 weeks of the year, you may be eligible for a railcard, which gives you 1/3 off most rail fares throughout Great Britain. Check the 16-25 Railcard Website for more information.
As a postgraduate or research student, you may be eligible for travel discounts. If you are over 25, you can now apply for the 26-30 Railcard. You can apply for a railcard, no matter your age, if you are studying full-time at a college or University for 15 hours or more a week for at least 20 weeks a year. Read the full eligibility criteria for more information.
Adding your Railcard discount to your Oyster card: 18+ Student Oyster photocard holders who also have a 16-25 National Railcard can have the discount added to their 18+ Student Oyster photocard and they will get a 34% discount on the Off-Peak pay-as -you -go single fare for travel on Tube, DLR, London Overground and National Rail journeys in London. They can also get a 34% discount on the off-peak daily price cap.
To link your railcard and Oyster card, you will need to take your railcard and Oyster card to any London Underground or London Overground ticket office and ask the ticket clerk to add the discount to your Oyster card. This will be valid until the date of expiry on your railcard.
Signing Oyster card and Railcard forms: The Student Adviser Team can provide the University stamp needed to confirm your student status for Oyster cards and Railcard forms. Please request this via email attaching a copy of the form that needs to signed and stamped by us.
Tuition fee receipts
Self-funding students can request a receipt by contacting the Student Adviser Team at firstname.lastname@example.org.
Receipts for students who have a Student Loan or sponsor and invoices can be requested my emailing the Income Team at email@example.com.
Q: How do I get confirmation of my academic progress?
A: You view your transcript online through e:Vision or you can request a physical copy of your academic transcript from your Course Office.
Q: Who can help with IT login issues?
A: If you are having difficulty logging in to Moodle or e:Vision, you should contact the IT Service Desk, or call the team via 020 7040 8181.
If your access has been blocked for financial reasons, please email the Income Team
Q: Where can I find my term dates?
A: You can find a full breakdown of the current and forthcoming term dates at City on the Academic Year page.
For Programme specific timetables, please get in touch with your Course Office.
Q: Who can help with my Visa or CAS queries?
A: If you are a new student, please request your CAS by emailing with your full name and student ID number (nine digits, the first two usually being the year you started your course e.g. 19 for 2019).
For any issues with your Tier 4 visa application such as refusals, please email Visa Advice with any supporting documentation so that they can advise you on the next steps.
Q: Who can help with Student Finance queries?
A: Please visit City’s Fees and Finance page for information about tuition fee loans for undergraduate, postgraduate and doctoral students, NHS funded course, financial support available at City and more.
Q: I submitted an appeal / extenuating circumstances claim / complaint and haven’t had a response yet. Who should I contact?
A: These processes are managed within your School, unless your complaint was made about a specific service. You should contact your Course Office (or the relevant service) to enquire about an update.
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