Hertfordshire Students' Union Advice & Support team are delighted in offering you a service of the highest standard.
For whatever student life throws at you, we're here to help. Do not hesitate to get in touch with us to get advice now.
Faith Goligher - Advice & Support Centre Manager
Hayley Jessener - Academic & Welfare Adviser
Stephanie Keegan - Academic & Welfare Adviser
Wendy Edmondson - Legal Adviser
If you have a problem (no matter its size) or just want to talk, don't hesitate to come and speak to one of our advisors at Advice and Support! No appointment, no worries! We'll try our best to fit you in!
You can contact us in the following ways (Monday to Friday, 10:00-16:00):
We are currently unable to offer on-campus consultations. We apologise for any inconvenience caused.
By appointment- just let us know that you would like to book a telephone consultation.
By appointment- just let us know that you would like to book a Skype consultation.
Our Commitment to you
We aim to ensure that all clients are fully aware of their rights and responsibilities, so they can make the most of their time at University.
We will provide accurate, up-to-date and relevant information to enable clients to make informed decisions on issues affecting them.
We will provide professional advice, support and signposting to assist clients in resolving their problems.
We will give free, impartial and non-judgmental advice and will respect client confidentiality at all times within the service*.
We will monitor issues on which we can take positive initiatives to benefit students.
We will ensure that our service is of the highest standard.
We are committed to actively promoting equal opportunities.
* All details will remain secure and will not be passed to any other organization, subject to the exceptions listed in the 'principles' section of this page.
Advice and Support Centre Services
The Advice & Support Centre is open from 10:00-16:00, Monday to Friday, in the Hutton Hub Students’ Union Office on College Lane Campus. The Centre offers an open door policy, with clients able to drop-by for a consultation at any point during the Centre’s opening hours; alternatively clients can pre-book appointments.
The Advice & Support Centre can also advise students on De Havilland Campus, during term-time, but the client must have pre-booked an appointment with at least 24 hours prior notice. This is subject to Adviser availability.
Clients can also access the Advice & Support Centre by telephone (01707 285022) or e-mail (email@example.com); our Advisers are happy to provide full advice services via these mediums, particularly as the University has a number of commuting students, or individuals that are affected by course placements and/or distance learning.
We reserve the right to cancel your appointment at short notice, but will offer an alternative appointment time in its place.
Due to our levels of casework and involvement in other activities, we will strictly adhere to the opening times that have been stated above; we ask clients to respect this.
Advice Services may be suspended in the interests of worker safety (for example, if an Adviser is the only member of staff working in the Students’ Union office).
The Advice & Support Centre also runs the following specialist services:
Legal Advice Clinic - Advice & Support run a free legal advice Clinic on Wednesday afternoons (13:30-16:00), during term time. The Legal Advice Clinic runs by appointment only, clients must pre-book to be seen by the Legal Adviser.
Chlamydia Testing Kit Pick-up Point - The Advice & Support Centre is a pick-up point for Chlamydia self-testing kits, available for Students and Staff aged under 25 years of age. Chlamydia self-testing kits can be picked up from the Advice & Support Centre waiting area – the process is managed by Sexual Health Hertfordshire.
Hate Crime Reporting – The Advice & Support Centre is registered as a third party hate crime reporting centre, therefore Students and Staff can come to us to report a hate crime - instead of going to the Police Station. This process is completed via True Vision, and is monitored by Hertfordshire Constabulary.
Wellbeing Items Available – The Advice and Support has a selection of Personal Alarms available. Condoms and pregnancy tests are also available free of charge.
CaSH Clinic Host – We host a regular free and confidential clinic run by health professionals covering testing and treatment for sexually transmitted infections*, HIV testing, contraception*, pregnancy testing, free condoms, emergency contraception and advice and support for contraception and sexual health queries (*Some contraception and STI treatments may require a referral to a local sexual health clinic within a hospital, but this can be booked for clients from the CaSH Clinic). CaSH Clinic runs from 10:00-16:00 on the clinic dates and no appointment booking is necessary. Click here for full information about the CaSH Clinic and dates.
Herts Aid Clinic Host - A free and confidential clinic run by the local charity Herts Aid; providing on-the-spot HIV testing and results. Using finger-prick testing, clients get the result in minutes. There is also support for those living with a diagnosis. Free condoms and chlamydia testing is also available. The Herts Aid Clinics run from 10:00-16:00 on the clinic dates; appointments can be booked in advance or clients can walk-in.
Principles of Advice Work
Advice services are offered to all clients free of charge.
Hertfordshire Students' Union Advice & Support team are delighted in offering a service of the highest standard and committed to safeguarding and preserving privacy and confidentiality at all times.
Hertfordshire Students’ Union Advice & Support Centre provides a confidential service to all clients. An Adviser may discuss a client’s case with the other members of the Advice Team, to ensure that the best possible support is provided, but cases will not be discussed with anyone outside of the Advice Team without explicit consent.
In exceptional circumstances we may be obliged to disclose information without your consent; such as where an Adviser believes that the safety of you or another person is at risk – or if we are required by law to break confidentiality. In these instances, the following areas may be contacted:
Dean of Students – University of Hertfordshire
Hertfordshire Constabulary (or client’s local Police team)
Medical Centre – University of Hertfordshire
Student Wellbeing – University of Hertfordshire
The Advice & Support Centre is part of the Students’ Union, which is independent of the University. The University of Hertfordshire Students' Union © 2018. is a Charitable Company Limited by Guarantee, Company Number 7703890, Charity Registration 1143101.
The advice and information that is provided is unbiased and not directed towards any viewpoint. The personal views of the Adviser are not reflected in the advice that is given.
The Advice & Support Centre is committed to ensuring that all clients are treated fairly, and will not discriminate on grounds of ethnic group or nationality, sex, age, disability, marital status, family commitments, sexuality, political or religious beliefs. The service is accessible to all and all clients’ problems will be treated in an equal regard.
Hertfordshire Students’ Union Advice & Support Centre staff record all enquiries from clients on AdvicePro (a system developed by AdviceUK & ACM Solutions). The information stored on this system is for the sole use of the Advice Team and personal details will not be passed on to any other organization (other than in exceptional circumstances).
“Legitimate interest” is our lawful basis for processing personal data, due to clients potentially wanting to evidence that they sought support from the service in the future. Consent is gained from clients prior to consultations wherever possible (in a written or electronic format) however all contacts with the Advice & Support Centre are recorded to ensure that all advice work is logged and accounted for.
The details that are collected by the Advice & Support Centre are the client’s; name, student ID number, gender, date of birth, nationality, course name, year of study, school, mode of study (i.e. full time or part time), academic status (i.e. undergraduate or postgraduate), fee status (i.e. home or international), disability details, contact details and how the student heard about the service. Identifying data (such as a student ID number) is required for advice services to be offered, however clients reserve the right to withhold other information if they wish to.
Client contact details will not be used for any other purpose than to contact clients for case updates and feedback.
Anonymous statistical data is collected, and shared with the wider Students’ Union staff; to support learning, to inform campaigning and the development of the service. Anonymized statistical data may also be shared with the University with the aim of improving the student experience. All statistical reports are created so that individuals cannot be recognized. Clients reserve the right to request that their data is removed from statistical analysis and reporting. If a client wishes for their data to be omitted from statistical analysis and reporting, they must inform their Adviser.
Clients have a number of rights that they can exercise regarding the processing and use of their personal data, such as the "right to be forgotten" and the "right to restrict processing". *More information can be found at https://ico.org.uk/for-organisations/guide-to-the-general-data-protection-regulation-gdpr/individual-rights/.
Casework data will be kept for a period of six years, after which time all identifiable data will be destroyed; this destroyed data includes; all personal data (including basic client details), contact details, equality monitoring information and all case notes/attachments kept on file. Other data may be retained for future benchmarking purposes.
Hertfordshire Students’ Union is a data controller. The Union processes personal information relating to students, staff and visitors. The Board of Trustees delegates day to day responsibility for implementing this policy and related procedures to key personnel within the Union. The Students’ Union and its subsidiaries are registered as a Data Controller with the Information Commissioner’s Office (ICO) and renews these registrations annually.
The Chief Executive is the Students’ Union Data Protection Officer and is responsible for the implementation of the implementation of Hertfordshire Students’ Union’s Data Protection policy. You can contact the Data Protection Officer via firstname.lastname@example.org.
If clients want to know what personal information the Advice & Support team holds for them, they can make a written request to email@example.com FAO The Advice Centre Manager. Also, if a client wishes to raise a concern or complaint about how personal data is used, they can do so by contacting the Advice & Support Centre Manager (firstname.lastname@example.org).
To read our full Code of Practice (including our complaints policy) click here.