Student charter 2011/12

Introduction

Welcome to University College Falmouth's Student Charter for 2011/12.

This Charter is designed to make it clear what you can expect from us and what we will expect from you in return. It also provides some basic information that we hope will help you get the most of your studies.

This Charter is not intended as a comprehensive guide to the University College. Instead, it provides an introduction to what you can expect as a student as University College Falmouth, and indicates where you can access more detailed or specific information.

It is important that you use the University College website and access other information such as award information sheets, module documentation, and student handbooks.

If you have any questions or feedback, or you are not able to locate the information you require, please contact the Quality & Standards Team: QST@falmouth.ac.uk

Mission statement

University College Falmouth is committed to:

Release the creative and intellectual potential of our students and staff

What you can expect of us

We are committed to:

• Setting attainable standards of service
• Informing you of what these standards are
• Encouraging you to give us your views and comments
• Taking prompt action to explain and remedy any disruptions to service.

Our aims

1. We aim to facilitate access and operate a fair and efficient admissions procedure.

We will:
a) Be active in widening access to the University College
b) Publish an accurate prospectus about our awards, services and admissions criteria
c) Give full consideration to applications and notify decisions on them as soon as possible in line with published deadlines
d) Make appropriate provision for students with disabilities or specific learning difficulties, wherever practicable
e) Provide accurate information about our childcare facilities
f) Provide accurate information about Henry Scott Tuke House and Glasney Student Village (the University College's student residences) and accommodation available in the local area around the University College

2. We aim to publish full and accurate information about our activities, procedures and regulations.

We will:
a) Provide comprehensive, accurate and accessible information in a range of formats, giving clear information on students' rights and responsibilities, and the facilities and opportunities available
b) Use a variety of methods to communicate academic and personal advice, guidance and support, according to the needs of individuals and the location and nature of your mode of study
c) Make available all of our Regulations and Policies that apply to students on the University College's intranet or website, with hardcopies or alternative formats available on request
d) Provide international students with an orientation guide
e) Publish information about the fees we charge and how to pay them, ensuring that we provide advice on what to do if you get into financial difficulties

3. We aim to provide a suitable learning environment.

We will:
a) Promote diversity, equality of opportunity and encourage mutual respect, and be professional, courteous and helpful in all our interactions with students
b) Provide teaching that is up-to-date and student-centred
c) Respect the diverse needs of different individuals and groups within our student body, and endeavour to meet those needs as far as possible within the resources available to us
d) Provide appropriate learning resources, including facilities that are appropriate for this purpose and in accordance with health and safety regulations
e) Provide accurate information and guidance concerning courses of study, including the teaching timescale
f) Provide effective and appropriate study support
g) Implement a course of continuous improvement to all aspects of the University College's physical surroundings

4. We aim to provide a suitable student support network.

We will:
a) Ensure that academic, service and support staff liaise in an appropriate way with all students, and make reasonable adjustments to enable every student to participate as fully as possible in the learning and social opportunities that we provide
b) Ensure the availability of access to welfare, educational and careers guidance and pastoral support services, to assist you in identifying and achieving your career goals
c) Offer counselling in times of difficulty and to promote well-being
d) Give accurate information on the availability of financial help
e) Offer a prompt and efficient service in relation to the Access to Learning Fund
f) Provide a reasonably-priced, quality catering service
g) Encourage participation in extra-curricular activities and ensure that, whenever possible, tuition-free periods are provided each week for such activities

5. We will involve students in our decision-making processes.

We will:
a) Encourage and respond to student feedback
b) Provide opportunities for you to participate in institutional decision-making
c) Regularly seek students' views on your educational experience through both surveys and representation
d) Provide support for student representation on University College committees and user groups
e) Facilitate the induction of representatives who serve on such boards and committees

6. We aim to operate fair and efficient complaints and appeals procedures.

We will:
a) Publicise the internal complaints procedure
b) Take complaints and appeals seriously and deal with them in confidence and without fear of recrimination
c) Try to quickly resolve problems and complaints promptly
d) Give you advice and assistance if you have a complaint or wish to make an appeal, and keep you informed of its progress
e) Ensure that the academic appeals procedures are fair and consistent throughout the University College
f) Be open, fair and reasonable with all students, and apologise if we make a mistake

What we expect of you

Your responsibilities as a student

In committing ourselves to honouring our pledges and delivering what we have said you can expect of us, we expect you to respond by acting as a responsible member of our student community. We expect you to:

1. Display responsible attitudes and behaviour towards members of the local community, all staff, fellow students and visitors to the University College and treat University College property with respect at all times.

• Treat fellow students, staff and visitors to the University College with respect and as equal and valued members of the academic community
• Recognise the diversity and range of views and backgrounds that the University College embodies
• Communicate courteously and professionally at all times, including in group sessions, via email, in online debates and forums, with other students and staff, and with external people (such as, employers, visitors, guest lecturers)
• You are jointly responsible for the reputation of University College Falmouth, and so we expect you to act as an ambassador for the University College at all times, both on and off campus, and in any public forum, work placement, etc

2. Maintain a professional attitude in relation to your attendance, preparation, participation and conduct in all aspects of your studies.

• Place the highest priority on your academic and professional work and take responsibility for your own progress, consulting your tutor/award leader if you are having difficulties and responding appropriately to tutorial or pastoral advice
• Study diligently, attend timetabled classes as required, hand in work on time and notify your tutors whenever you are having any difficulties
• Demonstrate honesty and integrity as part of good academic and professional practice

3. Ensure that you understand and comply with all of the University College's Regulations relating to students.

• We expect you to familiarise yourself and comply with all relevant regulations and procedures in the University College
• You should read all Module and Programme Handbooks carefully, consult notice boards and newsletters, and regularly check for email correspondence
• Please ensure that you understand the definition of plagiarism, and if you have any doubts seek advice and assistance straight away
• You are expected to pay your fees on time, and be responsible and proactive in how you manage your personal and financial circumstances

4. Take advantage of the extra-curricular opportunities and support services we provide for you.

• Participate fully in all learning activities on your programme, as many of these will assist you in developing patterns of work for when you enter the world of employment or professional practice

5. Ensure that you respond to reasonable requests from our staff without undue delay.

• This includes turning off telephones in taught sessions, notifying your tutor or award leader of any reasons for absence or mitigating circumstances, and taking responsibility for catching up on any work or tasks that you miss due to absence or illness

6. Contribute actively to the reputation and development of the University College and participate fully in our decision-making processes.

• Make full use of the various mechanisms available for providing feedback - including module and award surveys, the student representative system, and participation in committees or working groups
• Support the Students' Union by getting involved and participating in events, campaigns, etc
• Always let us know where improvements or changes can be made

Guide to regulations

Student Regulations

The University College's academic regulations and disciplinary procedures are set out in the various sections of the Student Regulations, which are available on the intranet. Policies and Regulations are updated and reproduced annually, and may be subject to modifications during the academic year - you will be notified of any changes by email.

Credit accumulation and transfer

The University College has a Credit Accumulation and Transfer Scheme (CATS). The scheme allows students who successfully complete units of a course of study to be awarded credits. This can enable individuals to transfer with those credits to continue their studies in another Higher Education institution. The system also allows students with credits from other HE institutions (subject to prior agreement) to transfer into courses offered by the University College.

The University College also operates the Accreditation of Prior Learning (APL) and Accreditation of Prior Experimental Learning (APEL). Detailed guidance and application forms for both APL and APEL can be obtained from the Admissions Office. There are costs associated with applying for entry through APEL, which currently stand at £25 per application. There are no costs associated with applying for entry through APL.

Equality and Diversity

The University College has an Equal Opportunities Policy, Race Equality Policy, Disability Equality Scheme, Gender Equality Scheme and a Harassment and Bullying Policy. A regular review of the University College's policies and procedures takes place to ensure compliance with these policies. Any complaints should, in the first instance, be submitted to the Quality & Standards Team, who will provide a written response within ten working days and copied to the Diversity Office.

Student representation

As a student you are represented on most University College and School committees. The Students' Union represents students on the Academic Board, Academic Quality & Standards Committee, Learning, Teaching & Enhancement Committee and the Board of Governors. In addition, you will have an input into the annual monitoring and evaluation of courses, which normally takes place towards the end of the summer term. Student feedback is also collected for all programmes. Student representation on Student-Staff Liaison Groups gives you direct input into the operation of your course of study. You can contribute to and influence policy and operational matters through the Students' Union.

Security and safety

Identification

Students must produce their University College enrolment card or Students' Union card as a means of confirming their identity when required to do so by any member of the University College staff. Failure to comply when it is reasonable to require that such information is given may be regarded as a breach of discipline.

Visitors

All visitors must report to Reception, where they will be required to sign the visitors' log and, where they will be issued with a badge which must be worn throughout their visit and returned to Reception on leaving the University College. It is the duty of each host to ensure their visitor complies with this requirement.

Children

For health and safety reasons children are not allowed in the studio or workshop areas.

Animals

With the exception of guide dogs, no animals are allowed on University College premises.

Skateboarding

For safety purposes, skateboarding is banned from both the Woodlane and the majority of Tremough sites with the exception to Glasney Student Village. Disciplinary action will be taken against any students who are caught skateboarding within these areas.

Support and advice

Accommodation & Welfare Services

The University College has a number of services provided by or via Accommodation & Welfare Services teams. These include provision and management of student accommodation, information and advice about private sector accommodation, Accessibility Services, Counselling Services, Living Support and links with the Chaplaincy and local health services.

Student accommodation

The Accommodation Office, part of the Accommodation & Welfare Service, provides accommodation information and details on the University College website and a current list of available accommodation is accessible 24hrs a day via the University College's intranet. www.tremoughservices.com/accommodation

Disability support

The University College provides details of its facilities for students with disabilities, and publishes a disability statement together with information about the towns of Falmouth and Penryn and the surrounding area.

All students with mobility difficulties are invited to visit the University College and meet with an Accessibility Advisor before making a formal application, to familiarise themselves with the location and to discuss their particular requirements. Contact the Accessibility Service by telephone 01326 370460 for an informal discussion or to arrange to visit.

Information about the Accessibility Service, the support we offer, Disabled Students' Allowance and much more can be found on the University College Falmouth website. Specialist assessments can also be arranged through the Accessibility Service.

Counselling

Confidential counselling is readily available and is based within the Accommodation & Welfare Service at both the Woodlane and Tremough campuses. Appointments are made via the reception in the Accommodation & Welfare Service at either campus. Counselling is usually available Monday and Friday between 9am and 5pm.

Living support

The Living Support Co-ordinator provides support and sign posting for students; dealing with welfare and behaviour issues in liaison with the University College, Tremough Campus Services and external agencies, eg healthcare professionals, support agencies and the police.

Chaplaincy

The full time Chaplain provides pastoral support and access to a multi-faith chaplaincy team. There is a quiet space for contemplation or prayer on the Tremough Campus and regular Christian sacraments. The Chaplaincy provides a confidential listening ear and is independent of the University College.

Health services

The University College liaises with local GP practices and health services. A drop-in clinic staffed by nurses from the local Penryn surgery is run three times a week during term times at Glasney Lodge on the Tremough Campus.

Academic skills

We also have ASK: Academic Skills staff team, who provide dissertation and writing support, English language, dyslexia and study skills support and guidance and are available on both campuses, based within the Library building at Woodlane and the Academic Services building at Tremough. They can be contacted by email at ask@falmouth.ac.uk. A range of Academic Skills Advisors are available via the Accessibility Service, including study skills, mentors, enablers, note takers and exam scribes.

Careers advice and guidance

The Careers Advisory Service at University College Falmouth is open to all current students and graduates no matter what year of your graduation.

The Careers Centre is based in the Academic Services Building opposite the main entrance of the Tremough library.

Our team of qualified careers advisers work across both the Woodlane and Tremough campuses offering confidential one to one guidance interviews to discuss a wide range of issues including occupational information on specific jobs and careers, postgraduate study, setting up your own business as well as working and travelling abroad. Tremough Campus also hosts our main library of books, directories and software relating to all our specialist courses in Art, Design, Media, Performance and Writing. We also have a smaller careers library based at the Woodlane Campus within the main library.

The Careers Advisory Service website also contains information of interest to students and graduates who are looking for information and advice on all careers area specific to Falmouth courses and general graduate information. The site also hosts live job vacancies for graduate and also part time work: www.careers.falmouth.ac.uk

University College Falmouth also works very closely with 14 other HEIs in the South West through the vacancy website www.gradsouthwest.com

If you have any questions, please email us: careers@falmouth.ac.uk or call to book an appointment on 01326 253735

Links with the business community

The University College encourages a broad range of interaction with regional, national and international businesses and local business support agencies. The Academy for Innovation & Research oversees a number of schemes that facilitate and provide financial support to assist with:

• Students undertaking collaborative projects and placing students in businesses for work experience (student placements are often dealt with at the individual award level and queries regarding placements should be directed to your award leader in the first instance)
• Collaborative research and knowledge transfer projects including placing graduates in businesses after leaving the University College
• Entrepreneurship training and supporting graduate start-up businesses

For more details contact The Academy for Innovation & Research on ext 1444 or visit air.falmouth.ac.uk

Money and finances

Access to Learning Fund

Financial help is available to students who face difficulty in meeting their living costs or course related costs because they fall into hardship unexpectedly. Normally, the fund cannot be used to meet the cost of tuition fees, but there are a few exceptions. The Accommodation & Welfare Service or the Students' Union provides application forms and guidance notes. Awards are discretionary and each application is considered individually.

To qualify for help, a student must:

• Be a 'home student' (ie one who is ordinarily resident in the UK)
• Be studying on a Further Education, Undergraduate or Postgraduate course, full or part-time (it must be at least 50% of a full-time course)
• Have demonstrated that they have exhausted all other sources of funding

This award does not have to be repaid

Priority will be given to:

• Students who have entered higher education from care
• Mature students (over 25), especially those with existing financial commitments; including priority debts
• Students with a disability (especially where the Disabled Students' Allowance - DSA - is unable to meet particular costs)
• Students receiving the final-year loan rate who are in financial difficulty
• Students with children (especially lone parents)
• Students from low income families
• Students who are Foyer residents or who are homeless
• Students getting Fee Waiver (eligible part-time undergraduate students)
• Students without sponsorship or other funding (postgraduate students)

If you are not in one of the priority groups you can still apply, but you should provide as much evidence as possible to show why you have an exceptional need for help.

It may be possible to make an application before the start of the course, but the award will not be paid until enrolment is complete. Contact Students' Union for confidential advice and the Accommodation & Welfare Service or the Students' Union for an application form. You can also download the application form from the Accommodation & Welfare Service section of the intranet (available inside the UCF network only): intranet.falmouth.ac.uk

Short-term emergency loans

Students experiencing a significant delay in receiving their funding from Student Finance England may also be eligible to apply for a short-term loan from the Access to Learning Fund. Applicants will be required to provide ‘post-dated payment' (where possible) as a guarantee of their commitment to repay the loan, upon receipt of their funding from Student Finance England. Students failing to repay the loan may be considered as debtors. The Accommodation & Welfare Service or the Students' Union provides application forms. Awards are discretionary and each application is considered individually.

International hardship fund

The International Hardship Fund is intended to provide discretionary financial help to International and EU students in situations of unexpected short-term emergency or crisis. The funds available will be limited and cannot be used to help with tuition fee costs or to provide ongoing support. Awards will be made as non-repayable grants.

Students must meet the following conditions:

• Be currently enrolled students of UCF
• Be classed as an EU or International student
• Be a full-time foundation, undergraduate or postgraduate student
• Have, and be able to demonstrate, that they started their course of study with sufficient funds to cover tuition fees and living costs
• Have exhausted all other sources of funding

Financial assistance will only be given in extreme cases of emergency. These will include, but are not limited to:

• Death of a sponsor
• Illness or accident befalling the student necessitating an extension of study period
• Student becomes disabled and requires additional support but is not eligible for publicly funded support
• Student is/has been a victim of crime involving significant loss
• Unexpected childcare costs - eg if spouse becomes ill and has to return home temporarily
• Unexpected travel home
• Natural disaster, political crisis or war in a student's home country resulting in cessation of study period
• Costs associated with extension of stay where this is beyond the control of the student

Applications will not normally be considered in cases of:

• Fluctuations in currency exchange rates
• Changes in circumstances of sponsor, eg marital separation, reduction in family income etc
• Student already in receipt of a package deal or scholarship/bursary from the University College
• Students whose financial difficulties are of their own making
• Students whose financial difficulties should have been foreseen at the start of the course
• Students whose debt exceeds the scope of the fund, unless they can show that they have put a package of funding together to meet the shortfall
• Students who have already received an award from the fund during their time as a student at the University College

If an award is appropriate, the panel will attempt (funds permitting) to make an award that is of sufficient value to alleviate the student's financial hardship. The award will take into account:

• The applicant's personal circumstances
• The point in the academic year at which the application is made
• Available funds

Contact the bursary advisor for information and application forms: bursaries@falmouth.ac.uk

Other bursaries

Full details of other bursaries, awards, sponsorships and possible sources of funding are available from the bursary adviser who can be contacted on 01326 213744, by email bursaries@falmouth.ac.uk, by post or in person. (The bursary officer is located within the Admissions office in the Kerris Vean building, Woodlane.)

Help with tuition fees (part-time undergraduate students only)

If you are a part-time undergraduate student and you are in receipt of means-tested benefits, you may be eligible for partial or full fee remission. You can apply online at www.direct.gov.uk/studentfinance. You will be not eligible if you already hold a degree or an equivalent qualification.

Student maintenance loans and grants

Undergraduate students

Student maintenance loans and tuition fee loans are available to most UK students who are undertaking their first undergraduate degree. Maintenance grants are also available to those students who can demonstrate that they have a household income of under £50,000pa.

Students that are eligible to apply can do so online at www.direct.gov.uk/studentfinance. If a student thinks their household income is under £50,000 then they will need to be means-tested.

Payment of loans and grants are made in three instalments. The instalments will be paid at the start of each term directly into the student's bank account. Part-time students on undergraduate courses who are in receipt of any means-tested benefit may be eligible to also apply to www.direct.gov.uk/studentfinance for support.

Tuition fee loans for UK/EU students are non-means tested. UK students apply online as part of their loan/grant application and EU students can contact the EU team by emailing: EU_Team@slc.co.uk. All tuition fee loans will be paid directly to the University College.

Foundation Diploma students

Limited support is available to Foundation Diploma students from the UK. This includes funding to help towards the Berlin trip and a materials fund, which is made available in the New Year.

Postgraduate students

There is no government funding for postgraduate students, but students are encouraged research private trusts and charities.

Further details

For more information on funding, please see our funding pages at www.falmouth.ac.uk/bursaries

What to do if you want to make a complaint or appeal

If you are not happy with an aspect of your educational experience at University College Falmouth, you can submit a formal appeal or a complaint. It is very important that you decide whether you want to appeal or complain as they are treated separately by the University College and there are different procedures that you are required to follow in each case.

Appeals

If you are dissatisfied with the assessment process and/or a decision reached by a formal assessment on your academic work, then you should lodge an appeal. There is a formal procedure for the handling of student appeals which is available online: 

Complaints

If you are dissatisfied about a specific issue regarding the delivery of teaching or any of the other services provided for you by the University College, then you should submit a complaint:

If you aren't sure whether you want to make an appeal or a complaint, you should seek advice from either the Students' Union or the Quality & Standards Team (located in Tannachie, Woodlane) in advance.

It is very important that you adhere to the official procedures that we have in place, as this will assist us to deal with your concerns as quickly and efficiently as possible.