Welcome to SU Advice and Support
Our Terms of Service
These Terms of Service outline what students can expect from The SU Advice and Support Service, and what is expected of them in return. They define the scope of support, promote transparency and accountability, and help maintain a respectful and safe environment. By explaining how the service operates and the responsibilities of all parties, the document enables students to make informed decisions when accessing support. Students (and other service users) are required to agree to the Confidentiality and Data Management Terms when engaging with the service.
Confidentiality
The Advice Team maintains strict confidentiality and will not share identifiable student information with third parties (including within The SU and The University) without prior, informed consent, except in specific circumstances:
- Risk of harm: If a student is at risk of harming themselves or others and chooses not to disclose relevant information or engage with support services, the Advisor may still take appropriate action, including contacting emergency services or relevant University support teams, to ensure the student's safety and the safety of others.
- Safeguarding concerns: Disclosures of abuse or coercion may require action under The SU Safeguarding Policy if the student is not engaging with specialist support.
- Legal obligations: Advisors may be required to report serious criminal disclosures to the University or authorities.
Where possible, disclosures will be made with the student’s knowledge and involvement. Anonymised case details may be used for service improvement, training, or reporting, provided they do not risk identifying the student. All Advice Team staff are bound by these confidentiality terms, including after leaving their role.
Data Management
Student data is handled securely and confidentially in accordance with UK GDPR and the Data Protection Act 2018. Personal information is stored in University-approved systems, accessed only by authorised staff for legitimate purposes, and retained for defined periods before secure deletion. All staff complete annual data protection training, and any breaches are reported and managed in line with University procedures. The Advice and Support Manager oversees compliance, and students are notified promptly if their data is affected by a breach.
Safeguarding
The Advice Team is committed to protecting students’ wellbeing, safety, and rights, particularly when they are vulnerable or at risk. Staff are trained to identify and respond to signs of distress or harm, support students through complex University processes, and ensure no student is left unsupported. All safeguarding concerns are recorded and managed in line with The Student Union Safeguarding Policy, with referrals made in collaboration with University and external safeguarding teams where appropriate.
Referrals
Advisors will regularly assess students’ needs and where issues fall outside the scope of the Advice and Support Team (e.g. complex mental health) will identify and explain appropriate referral options. Referrals are made only with the student’s informed consent and are documented in case notes, including the referral date, service, reason, confirmation of consent, and any follow-up actions.
Case Management
Student enquiries and casework are allocated fairly among Advisors to ensure balanced workloads and consistent support. Students may be supported by more than one Advisor if availability changes. All interactions are recorded in our secure and confidential case management system (Advice Pro) using defined categories, wellbeing needs, and outcome measures to support accurate reporting, service evaluation, and safeguarding. Advisors maintain clear, factual records, monitor key dates, follow up on missed appointments, and keep students informed of any changes to their support. Weekly case reviews ensure timely updates and appropriate closure, with the Advice and Support Manager overseeing workload balance, data quality, and service improvement. Advisors are expected to stay informed of University policies and regulations, taking a proactive approach to engaging with ongoing professional development to ensure accurate and effective advice. Case notes are kept for 6 years from case closure, to meet legal limitation periods, ensure accountability, and provide evidence if needed.
Supervision
All Advisors receive regular supervision to support their wellbeing, professional development, and the delivery of high-quality, consistent advice. Supervision includes emotional impact check-ins, reflective practice, workload review, and guidance on complex cases, with records securely maintained and reviewed to inform service improvements. The Advice and Support Manager ensures supervisors are trained, monitors quality through case audits, and uses feedback to support continuous improvement and compliance with advice standards.
Conflict of Interest
Advisors are responsible for identifying any conflict of interest in their casework and ensuring each student involved in the same case (e.g. a disciplinary) is supported by a separate Advisor. The Manager provides support to ensure that, where a conflict arises, there is no discussion, information sharing or access to confidential case notes between Advisors. All staff are supported in managing conflicts of interest, and the Advice and Support Manager oversees case allocation to maintain impartiality.
Feedback
Student feedback is collected through surveys, forms, and in-person methods to support continuous improvement and a student-centred approach. Feedback may be submitted anonymously, is reviewed monthly by the Advice and Support Manager, and is used to inform service development, staff training, and communication strategies. Actions taken in response to feedback are tracked and reported regularly.
Withdrawal of Support
The Advice and Support Manager may withdraw support from a student in specific, carefully considered circumstances, and only as a last resort. This may include instances of abusive or threatening behaviour, repeated breaches of agreed boundaries, or misuse of the service—such as providing false information or seeking support for matters beyond its remit. Support may also be withdrawn if a student’s needs exceed the scope of the service, with appropriate signposting to alternative provision. All decisions will be clearly communicated and documented.
Independent Case Review
Students who are dissatisfied with how their individual case was handled can request a a review of their case either in person or by email to the Advice and Support Manager. This review focuses on the management of the specific case, not the overall service. The Manager will assess the case using clear, consistent criteria. Reviews are confidential, aim to improve service quality, and may inform staff development and organisational improvements. All findings are securely documented and overseen by the Advice and Support Manager.
Complaints
Students or service users who are dissatisfied with the overall service provided by The SU Advice and Support Service can raise a complaint. Complaints relate to service standards or conduct, rather than the handling of a specific case. Initially, concerns should be raised informally with the Advice and Support Manager by email or in person. If the issue is too serious for informal resolution, or informal efforts do not resolve the matter, a formal complaint can be submitted to The SU via email or the online complaints form, including relevant details and supporting evidence.
Review and Training
These Terms of Service will be reviewed annually by the Advice and Support Manager. All staff in The Advice Team will receive training and support to uphold the Terms of Service during induction and through regular refreshers.