Skip to Main Content
It looks like you're using Internet Explorer 11 or older. This website works best with modern browsers such as the latest versions of Chrome, Firefox, Safari, and Edge. If you continue with this browser, you may see unexpected results.
LLR Home Library Services Student IT Support Our Libraries Digital Skills Centre
MyAccount Email Moodle VLE MyLSBU

Who does what in the University?: Home

Info on various enquiry teams at LSBU and what enquiries they handle

Enquiry Teams

How do you raise a case with us?:

via Salesforce - Accommodation queue

via email - accommodation@lsbu.ac.uk

You can phone us on 020 7815 6417

Live Chat?:  No  (to be arranged)

Enquiry Hours: Mon - Fri  09:00 - 17:00

Urgent escalation of a case/cases - who do I contact?:  Lesley Duffy   duffyl3@lsbu.ac.uk 

Website where info on our services can be found: https://www.lsbu.ac.uk/student-life/accommodation

Knowledge champion responsible for our Knowledge articles (FAQs):  Rebecca Palmer/Natasha Barrett

 

What kind of enquiries do we deal with?

Most enquiries relating to students finding and applying for accommodation both in our halls and privately 

Topics Example
Applying for accommodation and application status how/when can I apply? 
  when will I hear about my room offer?
Accommodation contract queries  
Accommodation licence agreements how do i sign my agreement?
Accommodation finance issues

I've paid too much money or am owed money - how do I get my refund?     

Where can I find my schedule of payments? - I don't know what I owe

Where can I get a statement of my account?

Accommodation Payment plans

 

I can't afford my rent - can I set up a payment plan?
Accommodation complaints I would like to make a complaint about my accommodation - where is the complaints procedure?
Accommodation disputes I have an issues in halls - how can I resolve?
Accommodation portal account issues I can't log into the accommodation portal
Accommodation wellbeing advice What support is available in halls should I need wellbeing advice?
Arrivals process and moving in

Can I have info about the arrivals process?  

When can I move in - can I move in early?

Booking fees How much is the advance payment?
COVID quarantine advice re: Halls Can I quarantine in halls?
Departure info What should I do when I depart my accommodation?
Halls of residence info Where can I get info on halls? Which is the best one to live in?
Private Accommodation I don't want to live in halls, where can I apply privately in the local area?
Requests to leave My circumstances have changed  - can I request to leave and what is the process?
Room moves

I want to change my room

I don't like my flatmates and want to move - how can I arrange this?

Summer extensions I want to stay on in halls after my contract ends - is this possible? how can I do it?
Summer bookings from private institutions Enquiries from private institutions for summer bookings
Support while in halls for independent/care experienced/refugee/asylum students I am an independent student (or other) - can I stay in the hall longer? what support is available for me?

 

Enquiries we don't deal with

Topic Where should it be referred (if known)
CAS and Visa enquiries Compliance?
Course details and information Admissions?
Student Status Letters Student Life Centre
Tuition fees Student Life Centre?
Changing courses Admissions?
Job opportunities/enquiries Employability
International student enquiries Admissions?

How do you raise a case with us?:

via Salesforce - Student Life Centre queue

via email - studentlife@lsbu.ac.uk

You can phone us on 020 7815 6454

Live Chat?:  Yes

Enquiry Hours: Mon - Fri  09:00 - 17:00  (Phoneline 10:00 - 16:00)

Face to face help available from help desks in Student Life Centre, Croydon Student Centre

Appointments offered? - Yes - students can book appointments with Student Advice Team on topics such as finance, welfare, interruption and withdrawal via MyAccount

Urgent escalation of a case/cases - who do I contact?:  Mike Swire swirem@lsbu.ac.uk and Sam Hull sam.hull@lsbu.ac.uk

Website where info on our services can be found: https://www.lsbu.ac.uk/student-life/student-services

Knowledge champion responsible for our Knowledge articles (FAQs):  Maggie Loxton and Abdullahi Haji-Abdi

 

What kind of enquiries do we deal with?

Topics Example
Campus guidance and directions  
Disability and Dyslexia Advice How can I register with DDS?
Student Advice/Money Advice I am struggling to pay my rent, what can I do?
Wellbeing - physical and mental health I am stressed with my course and need to speak to someone
Booking appointments for student services on all of the above I want to book an appointment with....
Standard Student status letters Requests from students for various amendments, standard letter can be self-generated via My Account self-service
Council tax exemption letters  
ID cards - problems with these or replacements  
Travel cards and Oyster cards Can you approve my Oyster card?
Fee queries Can you confirm what my fee balance is?
Fee letter and fee refund requests  
Disabled students allowance (DSA) Help with applying, filling in forms
Student Finance Queries Confirmation of registration with SFE (Student Finance England)
Withdrawal and Interruption of studies appointments  
Name change/address change  

 

Enquiries we don't deal with

Topic Where it should be referred (if known)
Placements Student Admin 
Change of course Student Admin
Coursework Submission and Enquiries Student Admin     (issues with turnitin system to Library & Student IT)
Transcripts/certificates Exams and Conferments
Alumni ID cards Alumni and Development
NUS cards Student Union
NHS Bursary/Learning Support Fund Student Admin (Cathy Rowe)
Extenuating Circumstances Student Engagement Team
Academic Appeals Appeals Team within Registry for appeal;   Student Union for advice
Timetables Timetabling team for missing/wrong info/modules ;  Library & Student IT for technical issue reaching timetable system
Interpreting results Academic????
DBS checks Student Admin (Kim Davis)

 

How do you raise a case with us?:

via Salesforce - LLR Customer Service and Student IT queue

via email - library@lsbu.ac.uk or student-it-support@lsbu.ac.uk

You can phone us on 020 7815 6607

Live Chat?:  Yes

Enquiry Hours: Mon - Fri  08:30 to 19:00 (term-time, to 17:00 only in vacation);  Sat-Sun 10:00 to 16:20

Face to face help available from help desks in Perry Library, Croydon Library/Student Centre, Havering Campus Library - opening hours 

Appointments offered? - Yes - students can book appointments with Info Skills Librarians and Digital Skills Centre team via MyAccount

Urgent escalation of a case/cases - who do I contact?:  Sheila Graham grahams@lsbu.ac.uk or Alan Doherty dohertaa@lsbu.ac.uk

Website where info on our services can be found: https://libguides.lsbu.ac.uk/LSBU-Library-and-Learning-Resources/Home 

Knowledge champion responsible for our Knowledge articles (FAQs):  Jessica McGuiness

 

What kind of enquiries do we deal with?

Enquiries related to library spaces, collections, services for all LSBU users and visitors, and 1st line IT support for LSBU students only

Topics Examples
First line IT support for students Student IT account issues - setting up passwords, password reset, authentication
  Students who can't log into various services - email, My Account, MyLSBU, Moodle, Global Protect etc
  Students unable to access timetable
  Students unable to connect own device (laptops, phones) to wifi
  Students unable to see correct modules in Moodle
  Student issues accessing univ supported software - how they can access software on and off-campus via Apps Anywhere, accessing free software from Univ
  Basic help on use of MS Office software - eg formatting assignments
  Student issues with printing inc large scale printing up to A0 in the Libraries and large format print/bind services
  Student issues with assignment submission/queries on Turnitin
Equipment in LLR spaces Student issues with PCs/equipment in the campus libraries
  Short term laptop loans (LSBU students only)
LLR study spaces/facilities Access to study spaces in the campus libraries
  Student group room bookings in Perry Library, Keyworth Centre and Croydon campus
Library Services Issues with equipment or facilities in the campus libraries (Perry Lib, Havering, Croydon)
  Issues with borrowing/returning items to library
  Finding info for assignments/study/research - eg finding books, journal articles, searching databases (physical and online) - More complex queries can contact the Information Skills Librarians
  Referencing your work basic queries - more complex queries can contact the Information Skills Librarians
  Access to other University Libraries via the SCONUL access scheme
  Access to our libraries for visitors
  Access to the University archives via archives@lsbu.ac.uk
Digital Skills Training Digital skills certifications (eg MOS certs, European Computer Driving Licence, Adobe Certifications), learning sessions - workshops and 1-2-1s on use of MS software and digital skills support via Digital Skills Centre - available to students, staff and alumni
LSBU Open Research Open access repository of research outputs by LSBU staff/students inc. PhD theses - support and guidance on this via openaccess@lsbu.ac.uk
Research Data Management Guidance, training and support with sharing data via LSBU Open Research via researchdata@lsbu.ac.uk

Enquiries we don't deal with

Topic Where it should be referred (if known)?
IT support issues for LSBU staff (eg their email, IT account, PC etc) IT services helpdesk
Academic writing, report writing, Maths and English Skills; proof-reading of assignments Skills for Learning Team
Equipment in classrooms outside library spaces eg PCs in student labs or AV in lecture theatres ??
Room bookings outside the LLR student groups rooms in the Libraries and Keyworth Centre Estates service desk
Provision of degree certificates/transcripts PUT IN LINK
HAPLO enquiries apart from those related to the repository of research outputs delacye@lsbu.ac.uk ??
ID cards for LSBU alumni Alumni & Development

 

How do you raise a case with us?:

via Topdesk: https://lsbu.topdesk.net/tas/public/login/saml 

via email - IT@lsbu.ac.uk 

You can phone us on ?????  to log a case only??   020 7815 6500??

Live Chat?:  No

Enquiry Hours: Mon to Fri 8am to 6pm (phone and email/topdesk?)     self-service logging of cases via topdesk 24/7

Face to face help available from help desk in Technopark 1A24 -  Walk-in Mon to Fri 8am to 6pm for teaching emergencies affecting live teaching experience, otherwise by appointment only

Urgent escalation of a case/cases - who do I contact?:  

Website where info on our services can be found: 

https://our.lsbu.ac.uk/home/how-to/it-services-home
https://lsbu.topdesk.net/

 

Knowledge champion responsible for our Knowledge articles (FAQs):  Each team lead/operator/analyst is responsible for updating and creating knowledge base articles which are published on OurLSBU and on Topdesk.  Team Leaders and Managers sign these off

 

What kind of enquiries do we deal with?

Enquiries related to library spaces, collections, services for all LSBU users and visitors, and 1st line IT support for LSBU students only