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Accessing services and support during lockdown

The University’s student services and support remain available – access everything that’s needed online to support your studies and your wellbeing.

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Below are details on how you can access support, book appointments, find opportunities and get advice.  

Getting help

Advice and Counselling Service

Queen Mary’s Advice and Counselling Service offers a range of free and confidential professional services to all students covering practical, financial and immigration advice, as well as emotional, personal and psychological support. Online appointments with a Welfare Adviser or a Counsellor are available on MS Teams or via our telephone line, which remains open. Complete the webform to request an appointment. Details of the services they provide and how to access them are available on the Advice and Counselling website.

Disability and Dyslexia Service

The Disability and Dyslexia Service (DDS) remains open to support students with disabilities, specific learning differences and mental health issues. All activities are available remotely, predominantly via email, telephone (the phone lines are open during office hours), Zoom or MS Teams. Please email them at dds@qmul.ac.uk or use the DDS online contact form to get in touch or book an appointment. 

Student Health Service

The Student Health Service is provided by Globe Town Surgery. Students living in Queen Mary accommodation at Mile End or Whitechapel and students living in the borough of Tower Hamlets (postcodes E1, E2, E3 and E14) can register to use the service. The Student Health Service also offers “out of area registration”, without home visits, for any students who live within inner London (unless it is not clinically appropriate)Registrations can take place online. More information about the services available during the lockdown period is available on the Student Health Service website.

The Chaplaincy

The Chaplaincy is open to everyone at Queen Mary, whatever your beliefs. If you need to speak to someone, Reverend Ella s available to talk with, for help and advice, to share your experiences and offer a listening ear. You can reach her at e.sharples@qmul.ac.uk or you can phone/message Ella on 07740 547689. You can book a one to one Zoom meeting with Ella at least 24 hours in advance. Book a Zoom meeting. The Chaplaincy is also providing free mindful meditation sessions and courses this term.

Report + Support

Lockdown has seen a worrying spike in reports of domestic abuse. If you are affected by familial or domestic violence, abuse, or coercive control, you are not alone and help is there for you. Visit our confidential reporting and advice hub Report+Support for information about support available.

Supporting your studies

Student Enquiry Centre 

The Student Enquiry Centre are here to assist you with all manner of enquiries encountered during your time at Queen Mary including documentation, your HEAR record, bursaries, exams, verifications and references, general admissions queries and more. You can access their services remotely by submitting your query online or by emailing studentenquiry@qmul.ac.uk. You can also call them on 020 7882 5005 10am-4pm weekdays. The Student Enquiry Centre is also open every Wednesday 10.30am - 3.30pm for in-person assistance. Visit the Student Enquiry Centre website to find out more about the services they offer.

Academic Skills Enhancement Service

The Academic Skills Enhancement Service works with taught students at any level, from any subject, to achieve academic success at Queen Mary. They support all aspects of study including time management, critical thinking, effective reading and note-making, data literacy and academic writing. Workshops, one-to-one tutorials and drop-ins run throughout the year.

Library Services

During the Coronavirus pandemic, Library Services continue to offer bookable study space as well as a full range of digital resources and virtual enquiry services. To book a study space, please go to  qmul.libcal.com. For enquiries, please email library@qmul.ac.uk.

E-resources are discoverable via the ‘LibrarySearch’ on our homepage, and on our customised webpages about accessing resources during lockdown where you will also find information about getting help, more detail about the range of e-resources and details of the ‘Click and Collect’ service. For an overview of subject-based services and e-resources, please see the library guides for individual subjects.

IT Service Desk

The IT Service Desk is dedicated to providing high-quality and efficient day-to-day IT support to our students staff, partners and visitors. We endeavour to deliver an informative and supportive service on first point of contact that exceeds our customers’ expectations. We strive to continually improve our services by requesting and acting upon customer feedback. The Service Desk team is working fully remotely as your virtual support team. All support channels are offered equal to the team being onsite:

  • Live Chat: its.qmul.ac.uk
  • Phone 24/7: 0207 882 8888
  • Raise a ticket in the self-service portal: helpdesk.qmul.ac.uk
  • Email: servicedesk@qmul.ac.uk 
  • Any request for face-to-face support will be triaged through Live Chat. Where in-person support is unavoidable an appointment will be booked for the Covid Secure Service Hatch in Francis Bancroft G15.
  • If you have concerns about how your query is, or has been managed, or you are not getting the response you need please email: its-feedback@qmul.ac.uk

Out of Hours phone support (NorMAN): Our 24/7 phone service, called NorMAN, can be reached by calling the usual IT Service Desk number: 0207 882 8888. They can be contacted between 7pm - 7am on weekdays; all weekends, College closures and Bank Holidays. NorMAN can deal with a range of general IT queries but some services are not yet available, such as issuing passcodes. If your query can’t be resolved, a ticket will be raised and passed to the IT Service Desk for further investigation.

Fees Office

If you need to contact the Fees Office, please continue to send in communications to the following email addresses:

You can make online card payments. And Queen Mary banking information can be found on the Queen Mary website. The Cashiers Office is currently open Mondays and Wednesdays between 10am and 4pm.

Making the most of opportunities

Careers and Enterprise

Careers and Enterprise provide information, advice and guidance on topics ranging from choosing a career to finding work experience and starting your own business. Appointments with a Careers Consultant are available via MS Teams. Book an appointment now. You can also call Careers and Enterprise 10am-4pm weekdays on 020 7882 8533, or email them at careers@qmul.ac.uk.

Global Opportunities

The Global Opportunities team support Queen Mary degree students who are interested in spending a semester or year abroad as part of their degree at one of over 100 partner universities globally (goabroad@qmul.ac.uk). The team also look after incoming associate students who are studying with us for a semester or year on an exchange or the Study Abroad Programme (study-abroad@qmul.ac.uk). Students can book virtual appointments or contact the team via email.

Confucius Institute

The Queen Mary Confucius Institute is open and welcomes all students and staff to its Chinese Language and Culture Courses! The courses are currently online and semester 2 classes are open to join. If you need any information, don't hesitate to email the Institute Administrator, Oley Begum, at o.begum@qmul.ac.uk or our Senior Teacher, Zhi Geng, at z.geng@qmul.ac.uk - we look forward to meeting you! 

Students' Union

A number of Students’ Union services are available to support you:

QMSU are also running a variety of online sports and fitness classes, wellbeing workshops and social events throughout the semester. Check their Events page for details and to sign up.