When you reach out to the HelpHub, you can expect free impartial, non-judgemental, non-directive, confidential, and person-centred advice. We will advise you based on our experience and understanding of policy. We will never tell you what to do; it is always up to you what steps you choose to take based on the information we give you.
We work for the Students’ Association, and we are separate from the University. Our focus is on explaining policies and procedures in a way that students understand, and supporting you through these procedures to the best of our ability.
When you meet with us, we hope to be approachable and friendly – these meetings are informal and relaxed. We appreciate and acknowledge that you are likely reaching out to us when you are feeling stressed, upset, or scared, and we do not want to make things any worse. You don’t need to prepare anything for meetings with us, though it can be helpful to send us any relevant evidence or information you have been sent by the University, such as summons letters, email chains, and Turnitin reports. Having this evidence helps us to advise you better. We will talk you through procedures, what your next steps might be, and discuss options with you. We will also listen to your worries, validate how you feel, and if we can, alleviate some of the concerns you may be feeling.
We can only advise you on what we are trained to advise you on, and may signpost you to other supports where relevant. We may withdraw our services when we feel we cannot help you any further. If we know you personally or there is a conflict of interest, we are unfortunately unable to advise you. Where two clients seek support in the same case (i.e., cases of collusion), we will advise the first client who contacted us. Second clients may be referred on or given general advice around procedure.
If you would like to complain about the service, you can complain to the Advocate who advised you, the Advocacy Manager, or through the formal channels of the Association Complaints Procedure.