Help and Support


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A

Absence

academicIf your issue is:  
I have been absent from lectures/exams or intend to be away, what should I do?


Answer: 
If this is the case, you can e-mail absence@rau.ac.uk in Registry who keeps records of all absences.  Please remember to let them know when you have returned to your studies.


You can also see: 
Rules and Regulations on the One stop shop on Gateway


If the above does not answer your question, you could try: 
https://www.rau.ac.uk/university-life/support-and-wellbeing/student-handbook


Academic regulations

academicIf your issue is:How is my degree calculated?

Answer:
RAU Academic Regulations are available from the RAU website:
https://www.rau.ac.uk/about/organisation/public-information/academic-information/academic-policies-and-procedures


Accommodation

Iinformationf your issue is: 

I'm not happy with my room on campus. 


Answer: 
Visit the Accommodation Office or e-mail accommodation@rau.ac.uk. Someone will arrange to meet with you to discuss the options.  


If the above does not answer your question, you could try:
You can also get advice from the Student Support Services Hub.


If you're looking for alternative accommodation, you can try:
https://urbanfox.info/accommodation/finding-accommodation/


ADD / ADHD

healthIf your issue is:
I have ADD or ADHD – who should I tell, what help can I get?


Answer:
Let the university know as far in advance as possible. John Conway is the Disability Officer and he is based in Cedar Lodge. Drop him an e-mail at  enable@rau.ac.uk. He will arrange to see you and discuss what adjustments are possible.


You can also see:
The RAU Dyslexia and disability page on Gateway and on the RAU website:
https://www.rau.ac.uk/university-life/student-services/support-and-wellbeing/disabilitydyslexia


If the above does not answer your question, you could try:
http://www.nhs.uk/Conditions/Attention-deficit-hyperactivity-disorder/Pages/Symptoms.aspx


Addiction

HealthIf your Issue is: 
I think I may be addicted to alcohol/drugs/gambling

Answer:
Visit Student Support Services Hub where staff will be able to provide advice and resources to help you. Getting help early is important.


You can also see:
The Student Support page on Gateway



Alcohol

healthIf your Issue is:
I think I am drinking too much. Do I have an addiction? What can I do?

Answer:
Visit Student Support Services Hub where staff will be able to provide advice and resources to help you. Seeking help early is important, even if it doesn't get more serious. 


You can also see:
The Student Support page on Gateway.


Anxiety

healthIf your Issue is:
I am always on edge. I feel anxious all the time. What should I do?


Answer:
Visit Student Support Services Hub where staff will be able to provide advice and resources to help you. STARs are also based in the Student Support Services Hub and they are there to help you settle in.


You can also see:
The Student Support page on Gateway.


If the above does not answer your question, you could try:
https://www.anxietyuk.org.uk/



Asperger’s / Autism

healthIssue:
I have Asperger’s or am on the Autistic spectrum – who should I tell, what help can I get?


Answer:
Let the university know as far in advance as possible. John Conway is the Disability Officer and he is based in Cedar Lodge. Drop him an e-mail, enable@rau.ac.uk. He will arrange to see you to discuss what adjustments are possible.


You can also see:
The RAU Dyslexia and disability page on Gateway and on the RAU website:
https://www.rau.ac.uk/university-life/student-services/support-and-wellbeing/disabilitydyslexia

If the above does not answer your question, you could try:
https://www.nhs.uk/conditions/autism/


ATM (Cash Point)

infoIf your Issue: 
I need to get cash out and its currently 
out of hours

Answer:

There is an ATM on campus. See the Campus Plan (George Wing) https://www.rau.ac.uk/file/rau-campus-map

You can also see:
http://www.nearestcashpoint.co.uk/search/cash-points-in-cirencester-gloucestershire

If the above does not answer your question, you could try: 
https://www.rausu.co.uk/your-union/map-of-ciren



Attendance

academicIf your Issue is:
I think my attendance record might be wrong.


Answer:
Please contact absence@rau.ac.uk who will be able to help you.

B

Banking

infoIf your Issue is:
Where can I open a bank account

Answer:

There are a wide variety of banks and building societies in Cirenecester who will be able to assist you.


You can also see:
http://www.savethestudent.org/money/student-banking/student-bank-accounts.html 




Bereavement

healthIf your Issue is:
I have recently had some bad news and a member of my family or a close friend has died. I am struggling with this. What do I do?

Answer:
Your Personal Tutor is available to talk to you or you can visit Student Support Services for help. You may also be able to apply for an extension or deferral if your work has suffered as a result of this bereavement. Please speak to Student Support Services staff who will explain the process and provide advice.


See Rules and Regulations on the One stop shop on Gateway and the Student Support page on Gateway


You can also see:


Birth contol

healthIf your Issue is:

Where can I get condoms from or ask about other birth controls?

Answer:

The Medical Centre or Sexual Health Clinic are open during term time. You can also get condoms from the doctors surgery or local pharmacy. Please see the Medical Centre section for opening times. 


You can also see: 

The Student Support page on Gateway


Books

academicIf your Issue is:
What text books should I buy?

Answer:

You may have received initial recommendations from staff you met at Open Day/Applicant Day or in communication with them. If not, the home page for each of your modules will include a Module Handbook which in turn contains a list of essential reading. Library staff or your Module Tutor will help you if you have difficulty locating suggested publications, many of which are available as e-books.

You can also see: 
RAU Resource Lists



Bullying

infoIf your Issue is:
I have been getting nasty text messages from another student and I think I am being bullied. What do I do?

Answer:
Your Personal Tutor is available to talk to you  or you can visit Student Support Services for help. It's important that you let someone know what is happening. The Conduct Officer, Steve Martin also deals with behaviour issues and he is based just next to the Student Lounge, under the arches adjoining the Tithe Barn.

Another link you can try is the student handbook:
https://www.rau.ac.uk/university-life/support-and-wellbeing/student-handbook

If the above does not answer your question, you could try:
Try the harassment policy on the One stop shop on Gateway or the RAU Academic Regulations are available from the RAU website:
https://www.rau.ac.uk/about/organisation/public-information/academic-information/academic-policies-and-procedures


C

Cheating

acadmicIf your Issue is:
I've been called to a cheating hearing!

Answer:

This might be due to an allegation of what is referred to as academic misconduct, either by you, or in reference to a case in which you might somehow be involved. A hearing is the event where the matter is fully investigated so you should familiarize yourself with the procedural arrangements set out in Section 12 of the RAU Academic Regulations (Section 1 General Rules) available in the Academic policies and procedures area of the RAU website. See: https://www.rau.ac.uk/about/organisation/public-information/academic-information/academic-policies-and-procedures  

You are entitled to be accompanied at the hearing but you must advise the panel of this in advance. Your Programme Leader can guide you further. 

Clubs

infoIf your Issue is:

What clubs are on offer as I have a particular interest in joining one?


Answer:
Visit the Students Union Office situated in the Log Cabin next to Cedar Lodge. The STARs also arrange events on a regular basis and they can be found in the Student Support Services Hub, Cedar Lodge. See the Student Support page on Gateway and the Student Handbook for details:
https://www.rau.ac.uk/university-life/support-and-wellbeing/student-handbook


Collusion

academicIf your Issue is:

Is team work collusion?

Answer:

Collusion is defined within the Academic policies and procedures area of the RAU website.
For further Information try:
https://www.rau.ac.uk/about/organisation/public-information/academic-information/academic-policies-and-procedures

Council Tax

infoIf your Issue is:
I've been sent letters asking me to pay but I'm a full time student 

Answer:

See the Student Support page on Gateway for the guide to council tax or drop in at the Student Support Services Hub. 

Another link you can try is:
https://urbanfox.info/finances/council-tax/


Counselling

healthIf your Issue is:
Where can I see a counselor?


Answer:
The university provides an in-house counselling service and an external service for students to use, they are both free and confidential. in term time contact Counsellor, Health and Wellbeing Officer: Emma Wingate at emma.wingate@rau.ac.uk or telephone 01285 889929.


You can also see:
The Student Support page on Gateway.


Cyber Bullying

infoIf your Issue is:
I'm being roasted on social media

Answer:
Your Personal Tutor is available to talk to or you can visit Student Support Services for help. The IT Service Desk is also available for advice on blocking messages.

If you have any issues please contact the IT Service Desk in person in the Library Foyer, by phone on 01285 889 841 or by email at service.desk@rau.ac.uk (open Monday to Friday from 8:30 am - 5:30 pm).


You can also see:
The Student Support page on Gateway.



D

Dental problems

healthIf your Issue is:

I have terrible tooth ache/my wisdom teeth are killing me!


Answer: 
Visit https://www.nhs.uk/Service-Search/Dentists/LocationSearch/3 for a list of local dentists accepting NHS patients or you can look around for a private dentist. If you are in a lot of pain and it's out of office hours call 111 and they can tell you how to access an emergency dentist.

You can also see:

The Student Support page on Gateway.



Disability

healthIssue:
I have a disability – mobility, sight or hearing impairment  – who should I tell, what help can I get?

Answer:

Let the university know as far in advance as possible. John Conway is the Disability Officer and he is based in Cedar Lodge. Drop him an e-mail on  enable@rau.ac.uk. He will arrange to see you to discuss what adjustments are possible.

You can also see:
The RAU Dyslexia and disability page on Gateway and on the RAU website:
https://www.rau.ac.uk/university-life/student-services/support-and-wellbeing/disabilitydyslexia

If the above does not answer your question, you could try:
https://www.nhs.uk/Service-Search/Disability%20information%20and%20support/LocationSearch/334


Divorce

infoIf your Issue is: 
My parents are splitting up and I need someone to talk to.


Answer:
Visit Student Support Services Hub where you will be able to drop in and speak to someone who can offer advice and support. Student Support Services will talk you through if an extension or deferral is possible if your work is being affected by family circumstances. 


You can also see:
See the Student Support page on Gateway and the One stop shop on Gateway


Doctor

Please see Medical Centre and Emergencies


Driving licence

infoIf your Issue is:
I just got 4 points on my licence!


Answer:
Make sure you contact your Car Insurance provider and notify them as if you do not this may make your car insurance void.


Driving summons

infoIf your Issue is: 
I have a summons - what should I do?

Answer:
Visit Student Support Services Hub where staff will be able to provide advice and help you.


You can also see:
The Student Support page on Gateway.



Drugs

helathIf your Issue is:
I'm struggling to say no.


Answer:

Visit Student Support Services Hub where staff will be able to provide advice and help you. See the Student Support page on Gateway.

You can also see:
http://www.talktofrank.com/are-you-under-the-influence


Drunk driving

infoIf your Issue is:
I've just been caught drunk driving!

Answer:
Visit Student Support Services Hub where staff will be able to provide advice and help you. 

You can also see: 
The Student Support page on Gateway.




Dyslexia / Dysgraphia

healthIssue:
I have dyslexia – what should I do?

Answer:
Let the university know as far in advance as possible. John Conway is the Disability Officer and he is based in Cedar Lodge. Drop him an e-mail,  enable@rau.ac.uk. He will arrange to see you to discuss what adjustments are possible.

You can also see:
The RAU Dyslexia and disability page on Gateway and on the RAU website:
https://www.rau.ac.uk/university-life/student-services/support-and-wellbeing/disabilitydyslexia

If the above does not answer your question, you could try:
https://www.nhs.uk/conditions/dyslexia/



E

Eating disorders

healthIf your Issue is:
I think I have an eating disorder

Answer:
Visit Student Support Services Hub where staff will be able to provide advice and resources to help you.  Also see your doctor. There is a B-eat peer support group that runs once a month in Cirencester (details on the Student Support page on Gateway). Getting help early is really important.

You can also see this link:
https://www.beateatingdisorders.org.uk/tips


Email

infoIssue:
How can I get my RAU emails on my PC and mobile device?

 

Answer: Follow the instructions on the IT  Services page on Gateway  using the download entitled 'RAU Email on your laptop'. 


You can also see
If you have any issues please contact the IT Service Desk in person in the Library Foyer, by phone on 01285 889 841 or by email at service.desk@rau.ac.uk (open Monday to Friday from 8:30 am - 5:30 pm).

 

If the above does not answer your question, you could try:
Asking a student colleague who has the same device as you and who successfully got their student email on their device.




Emergencies

infoIf  your Issue is:
I need an ambulance/the police/ fire brigade.


Answer:
In a life threatening emergency call 999 or 112 from an international mobile and always tell the Porters lodge or Security so that they can direct them to you quickly. From 7am - 8pm ring 01285 652531, from 8pm - 7am 07960031821 or Whatsapp if there is no phone signal.







Employer

If your Issue is:

My job is stopping me attending

Answer:

Your Personal Tutor will be able to help you with this. Sometimes it is a matter of balance. You might have taken on too much work or your employer might have unrealistic expectations regarding your employment. Either way, your Personal Tutor will be able to help

Personal tutor student support page on Gateway: https://gateway.rau.ac.uk/course/view.php?id=1383


You can also see:

https://www.savethestudent.org/student-jobs/balancing-a-job-and-study-at-university.html


Exams

If your Issue is:

I cannot attend an exam due to an emergency? What can I do?

Answer:

Your Personal Tutor is available to talk to you or you can visit Student Support Services for help. See if you can have an extension or referral if your work has suffered as a result of the emergency

See Rules and Regulations on the One stop shop: https://gateway.rau.ac.uk/course/view.php?id=416%22

You can also see the opening hours of the student support hub:

Opening hours of Student Support hub  https://gateway.rau.ac.uk/course/view.php?id=567#section-1

If your Issue is:

I need adjustments for my exams e.g. a reader or computer

Answer:

Let the university know as far in advance as possible. John Conway is the Disability Officer and he is based in Cedar Lodge. Drop him an e-mail,  dyslexia.disability@rau.ac.uk. He will arrange to see you to discuss what adjustments are possible.

If your Issue is:

Help! I'm totally stressed out.

Answer:

Visit Student Support Services Hub where staff will be able to provide advice and resources to help you. You can also speak to your personal tutor or go to the Professional development skills sessions run by Karen Czapiewski (Karen.Czapiewski@rau.ac.uk)

You can also see this link regarding exam stress:

http://www.studentminds.org.uk/examstress.html

Another link you can try is:

https://gateway.rau.ac.uk/course/view.php?id=567#section-6


Extension or Deferral due to Exceptional Circumstances

If your Issue is:

I was unable to submit my work on time due to an unexpected issue. What can I do?

Answer:

Visit Student Support Services Hub where you will be able to drop in and speak to someone who can offer advice and support. Student Support Services will talk you through an extension or deferral due to exceptional circumstances if your work is being affected by an unexpected occurrence. Also speak to your personal tutor as soon as you can. 

Student policies and procedures: https://www.rau.ac.uk/university-life/support-and-wellbeing/student-handbook

Academic policies and procedures: https://www.rau.ac.uk/about/organisation/public-information/academic-information/academic-policies-and-procedures

Rules and regulations: https://gateway.rau.ac.uk/course/view.php?id=416%22

You can also see:
Opening hours of Student Support hub  https://gateway.rau.ac.uk/course/view.php?id=567#section-1

Extremism

If your Issue is:
Should I report extremist views being voiced?

Answer:

Report it to the SPOC (single person of contact) which is Julie Tottle, Student Support Services Manager who is based in the Student Support Services Hub.

You can also see this link regarding terrorism:

https://www.gov.uk/report-terrorism



If your Issue is:

I'm concerned a friend is being radicalized

Answer:

Report it to the SPOC (single person of contact) which is Julie Tottle, Student Support Services Manager who is based in the Student Support Services Hub.


If your Issue is:
If you see supicious behaviour and are worried about an immidate threat

Answer:
Report it to the Porters Lodge or security team who will contact the police if necessary.

Opening hours for the Student Hub:

Opening hours of Student Support hub  https://gateway.rau.ac.uk/course/view.php?id=567#section-1


Eyesight

If your Issue is:

I can't see the screen where do I get my eyes tested?

Answer:

There are numerous opticians in Cirencester. One is available in the large Tesco, where you can make an appointment to see someone.

You can also see this link about the importance of looking after your eyesight:

https://www.nhs.uk/Livewell/Eyehealth/Pages/Lookingafteryoureyes.aspx


F

Failed coursework

academicIf your Issue is:
I failed my course work. Can I resit?

Answer:
Yes you can. However, in order to pass a resit, you will need your aggregate score for that module to be 40% or more and the penalty for not passing first time is that your resit module mark is capped at 40%. For full details see section 2 of the RAU Academic Regulations available on the RAU website.


RAU Academic Regulations are available from the RAU website:
https://www.rau.ac.uk/about/organisation/public-information/academic-information/academic-policies-and-procedures


Failed exam

academicIf your Issue is:
I failed my exam. Am I off the course

Answer:

Not if it was the first time you sat the exam! As with failed coursework, exams also have a resit opportunity, normally in the first week of September. You will need your aggregate score for that module to be 40% or more and the penalty for not passing first time is that your module mark will be capped at 40%. For full details see section 2 of the RAU Academic Regulations available on the RAU website.

RAU Academic Regulations are available from the RAU website:
https://www.rau.ac.uk/about/organisation/public-information/academic-information/academic-policies-and-procedures




Feedback

academicIf your Issue is:
I'm not sure I understand my course feedback

Answer:

Contact Your personal tutor, your course Representative or your module leader for help.



Feedback about the university

infoIf your Issue is:
I want give my feedback to the university about the Big Yellow Button, another service or experience, how do I do this?

Answer:
RAU always appreciates your feedback, if we don't know what is going wrong (or right) we can't fix it (or make it even better). There are many ways you can get involved in giving feedback to RAU. If it's course related start with your Course Representative, your personal tutor or module leader. Keep in mind your message will be stronger if you have already spoken to your colleagues and can present a unified message.  

You can also use tellus@rau.ac.uk

If it's about university policy or structures speak to your SU. They have been elected to represent your voice to the RAU management team. They will also run fortnightly Student Voice meetings where all students are encouraged to attend and input into what happens at RAU. There are also plenty of University committees and groups that would appreciate having a student member, let your SU know if you are interested in this as they will be invited to most of them. 

For anything else you can contact the Student Support Hub they can help you get your feedback to the right place. The sooner you raise an issue, the more likely it will be resolved in a way that means you get to benefit, not just next years intake.

Other information is available from the One stop shop on Gateway

The RAU Academic Regulations are available from the RAU website:
https://www.rau.ac.uk/about/organisation/public-information/academic-information/academic-policies-and-procedures



Fitness

infoIf your Issue is:
How can I get in shape?

Answer:

There is a gym and fitness centre on site located next to the laundry. The indoor sports hall is located at the rear of the Emrys Jones Centre. Contact Gym@rau.ac.uk for details of programmes. The SU run various sports clubs and societies. They are situated in the Log Cabin by Cedar Lodge.


Fitting in

infoIf your Issue is:
I just don't feel I belong

Answer:
Visit Student Support Services Hub where you will be able to talk to someone. Or try your personal tutor. They will also be able to put you in touch with the STARs who run events and provide advice for student life


Flu

healthIf your Issue is:
I can't shake this virus!

Answer:
See Anna Thomson the RAU nurse in the Medical Centre just to the right of the clock tower off the Main Quad. You can also get advice from the Student Support Services Hub.

You can also visit this NHS page:
https://www.nhs.uk/conditions/flu/


G

Gambling

healthour Issue is: 

I have a gambling problem

Answer:

Visit Student Student Support Services Hub where staff will be able to provide advice and resources to help you. Getting help early is important.  https://www.gamcare.org.uk/ is a leading national provider of information, advice, support and free treatment for anyone affected by problem gambling. Their expert services are confidential and non-judgemental.


H

Hacking

If your Issue is:

I think someone has hacked my PC

Answer:

Contact the IT Service Desk and ask for help.  If you have any issues please contact the IT Service Desk in person in the Library Foyer, by phone on 01285 889 841 or by email at service.desk@rau.ac.uk (open Monday to Friday from 8:30 am - 5:30 pm).


Harrassment

If your Issue is:

They won't leave me alone!

Answer:

Your Personal Tutor is available to talk to you or you can visit Student Support Services for help. It's important to let someone know what is happening. 

You can also check out the hollieguard personal security app it's free :

Check out the hollieguard personal security app it's free https://gateway.rau.ac.uk/course/view.php?id=567#section-9

Another link you can try is: https://www.rau.ac.uk/university-life/student-services/student-handbook




Health and safety

If your Issue is:

What is the RAU H&S policy?

Answer:

The Health & Safety policy is on the RAU website under the University Departments tab under the Health and safety heading.

Student policies and procedures: https://www.rau.ac.uk/university-life/support-and-wellbeing/student-handbook

Academic policies and procedures: https://www.rau.ac.uk/about/organisation/public-information/academic-information/academic-policies-and-procedures


Health Centre

See The Clinic



Hobbies

If your Issue is:

Who shares my interests?

Answer:

Visit the Student Union office which is situated in the Log Cabin next to Cedar Lodge. They run events and societies and are always open to suggestions and ides for new groups. The STARs also run events and would love to hear your ideas, they can be found by visiting the Student Support Services Hub in Cedar Lodge.

You can also see STARS (Support Team Advice Reps):

https://gateway.rau.ac.uk/course/view.php?id=567#section-16


Home sickness

If your Issue is:

I really miss home!

Answer:

Visit Student Support Services Hub in the Log Cabin just by Cedar Lodge where you will be able to talk to someone and they will be able to put you in touch with the STARs who are available to help you settle in. 

You can also see this link regarding advice for freshers:

https://www.nus.org.uk/en/advice/freshers-and-settling-in/homesickness-can-affect-anyone/

Another link you can try is STARS (Support Team Advice Reps):

https://gateway.rau.ac.uk/course/view.php?id=567#section-16




Homophobia

If your Issue is:

I'm being verbally abused because I'm gay

Answer:

Report it to the SPOC (single person of contact) which is Julie Tottle, Student Support Servics Manager who is based in the Student Support Services Hub. You can also e-mail Stephen.Thomas@RAU.ac.uk Head of Student Experience. It's important you let someone know what is happening.

You can also see: https://www.supportu.org.uk/lgbt-helpline-support.php#demo-accordion3

Another link you can try is:

http://www.gglc.co.uk/





Hospitalization

If your Issue is:

I've got to go into hospital - what do I do about my studies?

Answer:

Notify your course tutor that you will be away from studies. Once you are feeling up to it contact Student Support Services Hub who will guide you through how to apply for a referral or extension. Once this has been accepted you will be allowed extra time to submit coursework.

See Rules and Regulations on the One stop shop: https://gateway.rau.ac.uk/course/view.php?id=416%22

You can also see:

Opening hours of Student Support hub  https://gateway.rau.ac.uk/course/view.php?id=567#section-1




Housemates

If your Issue is:

I can't get on with a housemate

Answer:

Visit the Accommodation Office  or e-mail sarah.hall@rau.ac.uk. She will arrange to meet you and discuss options for alternative accommodation if necessary. If you live off site and have a problem with your housemates  visit Student Support Services who can provide advice.

You can also see:

https://urbanfox.info/accommodation/finding-accommodation/

If the above does not answer your question, you could try:

Opening hours of Student Support hub  https://gateway.rau.ac.uk/course/view.php?id=567#section-1


I

Illness

If your Issue is:

I feel really ill and can't get in.

Answer:

Helen Joyner, Registry, Exams Officer. Helen.joyner@rau.ac.uk keeps records of all absenses pelase let her know if you can't come in. Also see Medical Centre.

You can also:
Call 111 for medical advise if you are struggling to get out of the house.


IT

If your Issue is:

My laptop or mobile won't connect!

Answer:

If you have any issues please contact the IT Service Desk in person in the Library Foyer, by phone on 01285 889 841 or by email at service.desk@rau.ac.uk (open Monday to Friday from 8:30 am - 5:30 pm).


L

Late hand-in

If your Issue is:

I missed the hand-in! What next?

Answer:

You can submit up to one week late but your mark for that assignment will be capped at 40%. If your late submission was due to exceptional circumstances, you might be able to make an application for Mitigation which, if successful, will provide you an opportunity to submit the work and receive an uncapped mark. Further details can be found on the RAU Website in the RAU Academic Policies and Procedures -  Academic Regulations Part 1, Sections 5 and 6.


Academic policies and procedures: https://www.rau.ac.uk/about/organisation/public-information/academic-information/academic-policies-and-procedures


Learning Support

Issue:

I need learning support due to dyslexia or autism – who should I tell, what help can I get?

Answer:

Let the university know as far in advance as possible. John Conway is the Disability Officer and he is based in Cedar Lodge. Drop him an e-mail,  dyslexia.disability@rau.ac.uk. He will arrange to see you to discuss what adjustments are possible.

You can also see:

The RAU disability page at https://www.rau.ac.uk/university-life/student-services/support-and-wellbeing/disabilitydyslexia

If the above does not answer your question, you could try:

https://www.rau.ac.uk/university-life/student-services/support-and-wellbeing/academic-support

Lonliness

If your Issue is:

They're all in cliques. Nobody speaks to me.

Answer:

Visit Student Support Services Hub where you will be able to talk to someone. They will also be able to put you in touch with the STARs who run events and provide advice for student life. See Gateway for opening times and the times the STARs are available.

You can also see STARs (Support Team Advice Reps)    https://gateway.rau.ac.uk/course/view.php?id=567#section-16


Another link you can try is the Student Support Hub:

Opening hours of Student Support hub  https://gateway.rau.ac.uk/course/view.php?id=567#section-1




M

Maintenance

If your Issue is:

How do I report a university maintenance issue like a leaking tap?

Answer:

Please report it to the Porters Lodge who will log it with the maintenance team.


Medical Centre

If your Issue is: I'm not feeling well where do I go? (also see emergencies).

Answer: The Medical Centre is open during term time (in the corner of the Quad behind main reception), Monday, Wednesday and Fridays. 9am - 2pm. The nurse runs drop in sessions and can refer you for an appointment to see the doctor. If it's urgent and outside of these times you can call the Phoenix GP Surgery on 01285 652056. If you are not registered locally you will need to be seen as a visiting patient, but any long term medical care will have to come from the practice you are registered with.                                                                                        

The Sexual Health Clinic runs from the medical centre on Thursdays 10am-2pm.


You can also see:

https://gateway.rau.ac.uk/course/view.php?id=567#section-11




Mental health

If your Issue is:

I don't know what's wrong with me.

Answer:

Visit Student Support Services Hub who have resources available to help you.  Also see your GP if your symptoms are sudden or unexpected.

You can also see:

https://gateway.rau.ac.uk/course/view.php?id=567#section-5

Another link you can try is:

https://www.ntw.nhs.uk/pic/selfhelp/




Mentors

If your Issue is:

I'd like to help. What can I do?

Answer:

Contact your Senior Tutor, Matthew Smith via matthew.smith@rau.ac.uk

Personal Tutor Student Support: https://gateway.rau.ac.uk/course/view.php?id=1383


Misconduct

If your Issue is:

I've been accused of misconduct. What should I do?

Answer:

Don't panic! There might be a perfectly innocent explanation as to how you might be implicated in collusion or cheating. However, RAU take academic misconduct very seriously and if you have plagiarised, colluded or cheated in any assessed work, you can expect to be taken through the disciplinary process but hopefully in a fair and non-judgemental way. See the RAU website for the RAU Academic Regulations Part 1 Section 12. This will explain the process, the time frame and outline who can help you and how. 

 Academic policies and procedures: https://www.rau.ac.uk/about/organisation/public-information/academic-information/academic-policies-and-procedures



Module tutor

If your Issue is:

My tutor hates me!

Answer:

Oh dear! You can't really raise that with your Module Tutor then can you? This might be something you feel comfortable to speak about in confidence with your Personal Tutor (if they are not the Module Tutor in question!). Alternatively, you might also speak to your Program Leader or Head of Centre. If that seems daunting, you could approach the Student Union or use the Big Yellow Button and report the matter via the Cause for Concern link. Personality clashes can arise at times, but with cooperation and determination, they can be overcome. 

 Personal Tutor Student Support: https://gateway.rau.ac.uk/course/view.php?id=1383




Money

If your Issue is:

I can't pay my credit card bill

Answer:

Helen Joyner, Registry, Exams Officer. Helen.joyner@rau.ac.uk is responsible for adminstration of the  grants, bursaries and funds you may be able to apply for but this is not guaranteed. 

You can also see:

http://www.moneysavingexpert.com/students/student-guide

Another link you can try is:

http://www.moneysavingexpert.com/borrowing-v1


If your Issue is:

Can I get a student loan for the Pre-Sessional?

Answer:

Helen Joyner, Registry, Exams Officer. Helen.joyner@rau.ac.uk is responsible for adminstration of the  grants, bursaries and funds you may be able to apply for but this is not guaranteed. 


If your Issue is:

Do I have to apply for my loan each year?

Answer:

Yes. Speak to the finance team finance@rau.ac.uk if you are not sure.

You can also see:

https://www.slc.co.uk/students-and-customers.aspx

N

Neighbours


If your issue is:
I have a problem with my neighbours who are making me unhappy. Where do I go?

Answer:
Visit the Accommodation Office or e-mail sarah.hall@rau.ac.uk. She will arrange to meet with you to discuss options and the possibility of moving rooms if necessary. 


If you are having problems with off-site accommodation you will need to speak to your landlord/agent who may be able to help you. You can also get advice from the Student Support Services Hub.

Please see Gateway for opening times:
https://gateway.rau.ac.uk/course/view.php?id=567



Neighbours - Parking

If your Issue is:

I'm having a real fight with the neighbours over parking

Answer:

Speak to the Student & Community Officer who can be found in the Students Union Office located in the Log Cabin next to Cedar Lodge. They will be able to provide some advice and guidance about where to go with this issue and to help put you in touch with the local council.

You can also see:

This page needs updating but has general advice https://urbanfox.info/cirencester-crossfit/





O

Online shop

If your Issue is:

Is there an online shop at RAU?

Answer:

You are able to access the Online shop via Gateway. This is where you are able to pay for extra charges such as rural skills courses, replacement Unicards, resits and study tours.

You can also see the online shop at:

http://shop.rac.ac.uk/





P

Parcels

If your Issue is:

How can I get a parcel delivered to me?

Answer:

All letters and parcels are delivered to the Porters Lodge. You will receive an e-mail from the Lodge if you have a parcel.


Parking

If your Issue is:

How do I get a parking space?

Answer:

There are no individually reserved spaces on campus. You can apply for a parking permit by using the on-line parking application portal during self-registration or by visiting the Estates Office. Parking is on a first come first serve basis and is not guaranteed.

You can also see:

Please refer to Gateway for the shuttle bus timetable or try walking into uni. Many student housing areas are closer than you might think.




Personal Tutor

Issue: I don't know who my Personal Tutor is!

Answer: You should have had an email early in the semester from your Personal Tutor to introduce themselves. They will also be inviting you to Student Training Sessions and a catch-up over lunch so check your student email account to make sure you haven't missed anything. 

You can also see: Leah Heslin in Registry. 

If the above does not answer your question, you could try: If you still feel you don't know who your Personal Tutor is email your Senior Tutor, Matthew Smith at matthew.smith@rau.ac.uk and he can check the allocations list and let you know.


Pets

If your Issue is:

Can I bring my dog into RAU?

Answer:

Animals are not allowed inside University buildings.

You can also see:

https://www.rau.ac.uk/university-life/student-services/student-handbook

Another link you can try is:

https://www.rau.ac.uk/sites/files/rau/Dogs%20%28animals%29%20on%20campus%202016%20v2.pdf

Student policies and procedures: https://www.rau.ac.uk/university-life/support-and-wellbeing/student-handbook


Plagiarism

If your Issue is:

My originality score is 35%. Should I be worried?

Answer:

The originality score on Turnitin is a measure of how similar your work is to other work already submitted to Turnitin or existing on the internet. The Turnitin score may appear high if you have used a template cover sheet, or if you have included a large number of references and Turnitin has included these in its report. But these would not be a worrying contribution to your Turnitin score.    

Turnitin will also detect if you have copied, or copied and only slightly changed, content from another source.  This is generally not what you should be including in your submitted work.  In some cases, it may be appropriate to quote directly the words used by a previous author.  However, this is only the correct approach if the words themselves are of significance, not just the sense the author was conveying. 

In all other cases, you should reword the previous author’s work to demonstrate that you have understood it, and to embed it in to your essay or dissertation.  All references to previous work should be fully referenced in the text and in your reference list. 

For further information consult the Turnitin Plagiarism Checker on the Gateway Homepage, and see the Library’s Guide to Harvard Referencing on the Library page: https://gateway.rau.ac.uk/course/view.php?id=1373

The secrets to avoiding plagiarism are making good notes in your own words, and referencing!


Police

If your Issue is:

I'm in trouble with the police.

Answer:

Your Personal Tutor is available to talk to you or you can visit Student Support Services for help. 

You can also see the Student Support Hub:

Opening hours of Student Support hub  https://gateway.rau.ac.uk/course/view.php?id=567#section-1


Post

If your Issue is:

Can I send recorded delivery from campus?

Answer:

Visit the Porter's Lodge where they will be able to assist you. 


Pregnancy

If your Issue is:

I'm think I may be pregnant where can I go for help?

Answer:

See Medical Centre. Also visit Student Support Services Hub where you will be able to talk to someone impartial and in confidence.

You can also see:

https://www.brook.org.uk/your-life/category/pregnancy

Another link you can try is: https://www.bpas.org/


Printing

If your Issue is:

How can I print from my laptop?

Answer:

If you have any issues please contact the IT Service Desk in person in the Library Foyer, by phone on 01285 889 841 or by email at service.desk@rau.ac.uk (open Monday to Friday from 8:30 am - 5:30 pm).

You can also see:

https://gateway.rau.ac.uk/course/view.php?id=1364&tab=2&section=2


Public transport

Please see Travel.


R

Racism

If your Issue is:

I'm being verbally abused because of my nationality

Answer:

Report it to the SPOC (single person of contact) which is Julie Tottle, Student Support Servics Manager who is based in the Student Support Services Hub. You can also e-mail Stephen.Thomas@rau.ac.uk Head of Student Experience. It's important you let someone know what is happening.

You can also see:
Opening hours of Student Support hub  https://gateway.rau.ac.uk/course/view.php?id=567#section-1

Rape

If your Issue is:

I have been raped or sexually assulted.

Answer:

Student Support Services staff are here to support you whether or not you choose to report this to the Police. If you need support outside office hours the Porters Lodge/security will be able to contact the Duty Officer to help you. It's important that you tell someone you trust.


If your Issue is:

I woke up to find someone having sex with me…is this rape?

Answer:

Active consent by all parties is required for sex to be consentual.  Talk to someone you trust and/or Student Support Services. If you want help immeidatly outside of office hours contact the Porters Lodge, they will be able to contact the Duty Officer for you.  

You can also see:
https://www.nhs.uk/live-well/sexual-health/help-after-rape-and-sexual-assault/






Regulations

If your Issue is:

What do the regulations say about…?

Answer:

You can find most if not all RAU regulations on the RAU Website - use the search engine and a keyword to find what you are looking for. Also, the Student Handbook provides a basic statement of the regulations with links to greater detail if you need it. If you are still struggling, make an appointment to see your Module or Personal Tutor as appropriate. 

Student policies and procedures: https://www.rau.ac.uk/university-life/support-and-wellbeing/student-handbook

Academic policies and procedures: https://www.rau.ac.uk/about/organisation/public-information/academic-information/academic-policies-and-procedures

Personal Tutor Student Support: https://gateway.rau.ac.uk/course/view.php?id=1383

You might also try: The student one stop shop at: 

https://gateway.rau.ac.uk/course/view.php?id=416%22


Relationships

If your Issue is:

I can't concentrate since we split up

Answer:

Visit Student Support Services Hub who have resources available to help you concentrate.  You can also speak to your Personal Tutor.

You can also see:

https://gateway.rau.ac.uk/course/view.php?id=567#section-2

If the above does not answer your question, you could try:

https://gateway.rau.ac.uk/course/view.php?id=567#section-8


Restaurant

Restaurant opening times


Rules

If your Issue is:

I've been fined by RAU, why!?

Answer:

Speak to the Student & Community Officer who can be found in the Students Union Office located in the Log Cabin next to Cedar Lodge. They will be able to provide some advice and guidance about what the fine is for or where to go with this issue.

You can also see:

https://urbanfox.info/cirencester-crossfit/



S

Security

If your Issue is:

How can I contact security out of hours

Answer:

From 7am - 8pm ring 01285 652531, from 8pm - 7am call 07960031821 or use Whatsapp if no phone signal. For life threatening emergencies call 999. For non life threatening issues call Police on 101 or medical services on 111. Always tell the Porters Lodge or Security if you have to call emergency services so that they can direct them to you quickly.

Security are based in the porters lodge.






Sexism

If your Issue is:

I've been subject to sexist remarks

Answer:

Report it to the SPOC (single person of contact) which is Steve Martin, Security and Student Conduct Manager. You can also e-mail Julie Tottle, Student Support Services Manager. It's important you let someone know what is happening.


Sexual health

If your Issue is:

Well...I've got this, erm,....…

Answer:

The Sexual Health Clininc is open on a drop in basis every Thursday from 10am - 2pm at the Medical Centre. You can call in there to discuss any sexual health issue. You can also click-in or phone-in to book an appointment locally - click in - http://www.hopehouse.nhs.uk/, phone-in 03004216500




Shuttle bus

Please see Travel


Socialising

If your Issue is:

How can I meet new people? I'm really shy

Answer:

The STARs run events and provide advice for student life.  You can also speak to other team members at the Student Support Servcies Hub.

Another link you can try is to STARs (Support Team Advice Reps):

https://gateway.rau.ac.uk/course/view.php?id=567#section-16


Societies

If your Issue is:

What societies can I join?

Answer:

Visit the Students Union Office situated in the Log Cabin next to Cedar Lodge. The STARs also arrange events on a regular basis and they can be found in the Student Support Services Hub, Cedar Lodge. 

Another link you can try is to STARs (Support Team Advice Reps):

https://gateway.rau.ac.uk/course/view.php?id=567#section-16



Special needs

If your Issue is:

Who can help me with my Dyslexia/ Autism/ Aspergers/ ADHD?

Answer:

John Conway is the Disability Officer and he is based in Cedar Lodge. Drop him an e-mail,  dyslexia.disability@rau.ac.uk. He will arrange to see you and discuss what services you can use.




Stalking

If your Issue is:

Someone is following me.

Answer:

Please report this to the Police.  Student Support Services staff can help you with this. If you need support outside office hours the Porters Lodge will be able to contact the Duty Officer for you. It is important you let someone know what is happening.

You can also see:

Check out the hollieguard personal security app it's free https://gateway.rau.ac.uk/course/view.php?id=567#section-9


Stress

Please see Wellbeing


Struggling academically

If your Issue is:

I just don't get it!

Answer:

If this feeling is due to a particular Module, then it is best to discuss it with your Module Tutor as they are best placed to help you with alternative learning strategies. If it's University learning in general, you might want to talk to your Personal Tutor who can look at things more holistically and help you understand why you are struggling. It might be that you are dyslexic and never knew or you just haven't been given the opportunity to develop your learning skills. Be assured at RAU we want every student to reach their full potential. You may need to push yourself, but we are here to help you.

  Personal Tutor Student Support: https://gateway.rau.ac.uk/course/view.php?id=1383


Student loans

Also see Money


Studies

If your Issue is:

I revise, but nothing sticks

Answer:

Your Module tutors are best placed to help you with specific subject areas, but for help with general revision technique and exam preparation, see the Study Skills section of the Library Webpage on Gateway. Your Personal Tutor would also be happy to share some general hints and tips with you. 

https://gateway.rau.ac.uk/course/view.php?id=1373

You can also see:

https://gateway.rau.ac.uk/course/view.php?id=567#section-6



Suicide

If your Issue is:

It'd be easier to end it all.

Answer:

Student Support Servcies staff are available to help you. Please call in as soon as you can to discuss this further and get help. For life threatening emergencies call 999 or in non threatening emergencies call Police on 101 or medical services on 111. Please don't suffer alone.

You can also see:

https://gateway.rau.ac.uk/course/view.php?id=567#section-4 

Another link you can try is:

http://www.samaritans.org/how-we-can-help-you/contact-us


If your Issue is:

I'm worried about my friend

Answer:

Student Support Servcies staff are available to help you. Please call in as soon as you can to discuss this further and get support. For life threatening emergencies call 999 or in non threatening emergencies call Police on 101 or medical services on 111.  It's important you don't try to cope with this on your own.

You can also see:

https://gateway.rau.ac.uk/course/view.php?id=567#section-9

Another link you can try is:

http://www.samaritans.org/how-we-can-help-you/contact-us

Summons

Also see Driving


Surgery

If your Issue is:

I need an operation.

Answer:

See Medical Centre.

You can also see:

If you have to miss university e-mail Helen Joyner, helen.joyner@rau.ac.uk  in Registry who keeps records of all absenses. Please remember to let her know when you have returned to studies.  


T

Terminal illness

If your Issue is:

One of my parents has just been diagnosed with cancer

Answer:

Your Personal Tutor is available to talk to you or you can visit Student Support Services for help. You may also be able to apply for an extension or deferral due to exceptional circumstances if your work has suffered as a result of a family issue. Please speak to Student Support Services staff who will explain the process and provide advice.

Rules and regulations: https://gateway.rau.ac.uk/course/view.php?id=416%22

You can also see:

https://www.macmillan.org.uk/information-and-support/audience/someone-i-know-has-cancer.html


Terrorism

Please see extremism


Theft

If your Issue is:

Someone stole my mobile!

Answer:

Report it to the Security/Porter's Lodge ASAP and also report it to the police - telephone 101.

You might also try:

There are some excellent preventative measures contained in this link:

https://www.police.uk/crime-prevention-advice/theft-and-robbery/


Threatening behaviour

If your Issue is:

They told me they'd hit me.

Answer:

If the threat came from another student or university community member speak to the Conduct Officer, Steve Martin who can be found next to the Student Lunge, under the arches adjoining the Tithe Barn. He will be able to provide some advice and guidance about where to go with this issue. If the threat came from a member of the public please report this to the police. Student Support Services will also be able to provide support and advice in either case.

You can also see: 
Opening hours of Student Support hub  https://gateway.rau.ac.uk/course/view.php?id=567#section-1




Travel

If your Issue is:

Can I lift share?

Answer:
Lift sharing is a great way to cut costs and meet others at univerity. There is a stuent led Facebook group: RAU Cirencester car pooling, which students tend to use for long journeys.

You can also see that:

Some students and staff are on also on here https://liftshare.com/uk


If your Issue is:

What times does the shuttle bus run?

Answer:

Please refer to the University Shuttle bus link on Gateway for the timetable.



Trouble

If your Issue is:

I'm in trouble with the university or the local community.

Answer:

Speak to the Student & Community Officer who can be found in the Students Union Office located in the Log Cabin next to Cedar Lodge. They will be able to provide some advice and guidance about where to go with this issue.

You can also see:

https://urbanfox.info/cirencester-crossfit/


V

Validium 24 Hour Counselling Service

Issue: Counselling is a confidential space to talk about personal issues so you can understand them more clearly and find new ways to cope. Seeking counselling is about making a positive choice to get help by talking confidentially with a professionally trained listener who has no other role in your life

 

Answer: Validium. All RAU students also have access to an external confidential Counselling service which provide appointments face to face or by phone 24 hours a day, 7 days a week. This means that whether you are on campus for the day, at home over the holidays, or on placement somewhere else in the world, there is always someone to support you, no matter what the time of day or night. All you need to do is call 0800 358 4158. This service is also free for students to use.

 

You can also see: Student Support Services staff for wellbeing drop in sessions.

 

If the above does not answer your question, you could try: counselling, Cotswold Counselling Service, wellbeing and counselling.



Volunteering

If your Issue is:

I'd like to do some voluntary work. What would you suggest?

Answer:

For information on opportunites and how to maximise the benefit for your CV and skills Contact the Careers Advisor, Ruth Lancaster, ruth.lancaster@rau.ac.uk. You can also ask the SU for advice about local volunteering opportunities.

You can also see:

https://www.nus.org.uk/en/advice/volunteering/work-experience-and-internships-volunteering/


W

Weight

If your Issue is: 
I need to lose some weight.

Answer:

Seeing the nurse would be the best place to start. She can recommend resources and help to achieve the required results. See Medical Centre for opening times. 

You can also see:

Various diet clubs available include Slimming World and Weightwatchers - Google them to find a local centre.


Wellbeing

If your Issue is:

I'm not feeling myself, can't sleep well/my appetite has changed/feeling stressed

Answer:

Come to drop in at the Student Support Servcies Hub. 

You can also see: 
https://gateway.rau.ac.uk/course/view.php?id=567#section-2

If the above does not answer your question, you could try the Student Support Hub:

Opening hours of Student Support hub  https://gateway.rau.ac.uk/course/view.php?id=567#section-1


WIFI

If your Issue is:

How can I connect to the WIFI?

Answer:

If you have any issues please contact the IT Service Desk in person in the Library Foyer, by phone on 01285 889 841 or by email at service.desk@rau.ac.uk (open Monday to Friday from 8:30 am - 5:30 pm).

You might also try:

The 'how to' guides: https://gateway.rau.ac.uk/course/view.php?id=1364&tab=1&section=1



Y

Year tutor

If your Issue is: 
I can't talk to my module tutor. Who is my Year Tutor?

Answer:

Whilst you might feel you can't talk to your Module Tutor about a matter, it is always best to try if you can, if only out of respect. If you find that you Module Tutor is not open to your problem or difficulty, then please do raise it with your Year Tutor. You can find out who this is on your Course or Programme Gateway Page or ask any of the professional staff in the Frank Garner Hub Office (first floor) .



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