Advice Hub Standards
The Advice Hub aims to provide Heriot-Watt students with impartial and professional advice within a friendly and approachable environment.
Here is what you can expect from us:
That you can easily access us
All Heriot-Watt students will be able to access us at these times:
Mondays, Tuesdays, Wednesdays, Thursdays, Fridays
Drop-in enquiries: 12:30pm-4pm
Appointments available: 10am-12pm
C:Card is available all day but if the "closed for a meeting" sign is on the door please call back later.
To make an appointment 📆, please
e-mail 📧 advice.hub@hw.ac.uk
or phone ☎️ 0131 451 4535
Angela Milton and Ailie Robertson are your student advisors based in the Advice Hub and they are here to help you!
You can contact them by e-mail at any time and you should receive a response within 48 hours, excluding weekends. You can also message us through Facebook - Advice Hub HWUnion - and Twitter -@HWUAdviceHub.
Live chat - coming soon 💬
Independent and Impartial Advice
The Advice Hub is part of the Student Union and is therefore independent from the University. As such, any advice which is given will always be independent and, most importantly, impartial as the hub staff are not answerable to any external body or group.
Confidential advice
The Advice Hub provides a confidential advice and support service in accordance with its written confidentiality policy. Students can discuss, in confidence, any issues affecting their academic or personal life. Confidentiality will not be broken with external organisations (including the University). A private consulting space is available to all students, should they wish a more private setting.
Case files will be kept and all information given to students will be recorded in these files. If students prefer, their case file can be filed under ‘anonymous’. Data will be stored for 6 years, after which, it will be destroyed through our confidential waste system .
We'll respect you
We will help and advise all students who are having difficulties, regardless of how those problems arose. The Advice Hub advisors will treat all students equally with courtesy and respect at all times. We are here to help, not to judge.
If we can't help we'll refer you to someone who can
If students are having difficulty with a problem beyond our expertise we are able to refer them onto specialist, external organisations who are more suited to deal with such matters. The Advice Hub is a general advice service and our main areas of advice fall into the following categories;
- Academic Representation
- Appeals
- Complaints
- Disciplinaries
- Financial
- Consumer
- University Procedures
- C-Card/ Sexual Health
- International
- Wellbeing
We will not discriminate
The Advice Hub operates under the Student Union’s Equal Opportunities Policy. Therefore, we will not discriminate on the grounds of nationality, race, gender, sexuality, marital status, disability, religion or age.
And if you wish to make a complaint
If a student wishes to complain about the service provided, they can be sure that their concerns will be treated with respect. Complaints can be made verbally or in writing and will be investigated as per the ‘Complaints Procedure’.
