Frequently Asked Questions

Blended Learning Milestones

What are milestones?

Milestones are what you must pass in order to become a fully enrolled student at Arden. The criteria are as below:

• Attend your orientations.
• Complete your online induction on iLearn
• 100% attendance in the first two weeks of teaching

What happens if I don’t hit these criteria?

There is a chance of being withdrawn from the university and you will not receive your funding, if eligible, from Student Finance England. If you have any immediate questions, please reach out to the Student Hub team.

StartSmart

What is StartSmart?

StartSmart is the new student orientation to welcome you to your journey at Arden University, whether as a Blended Learning or Distance Learning student. To find out more detail on the schedule and what this entails, please visit the website.

Do I need to attend StartSmart?

Yes - StartSmart is the beginning of your journey! You will meet lots of other students and faculty members, and be introduced to the university. It will answer many of your immediate questions so you can commence your academic studies with confidence.

What can I expect in my first week of classes?

As a Blended Learning student, in class you will meet your peers and be introduced to the modules you will be studying this semester.

As a Distance Learning student, you should spend your first week exploring the learning materials on iLearn and attending any live sessions.

Who do I contact if I have questions about my programme/modules?

If you have questions about your academic programme and/or modules, you can contact your Programme Leader or Module Leader. Go to your iLearn module site for lots of information about any of your modules.

Attendance

What happens if I arrive late or leave early?

If you arrive 15 minutes after the timetabled start time, you will be recorded late. If you don’t join until after the scheduled class break, you will be marked absent. In an unforeseen circumstance where you might need to leave early, please have a conversation with your lecturer.

What do I do if I am not able to attend my session?

Please email attendance@arden.ac.uk . You are able to self-certify your absence for up to seven days, and after this point, you will be required to share evidence with the Attendance team. In both scenarios, you must email Attendance for this to be put on your record.

I’ve been signed off for more than two weeks absent

If you have been signed off for more than two weeks, you will be referred to a colleague in Wellbeing Services to understand any support arrangements to facilitate your attendance and return to studies. Depending on the outcome, you may be referred to a ‘Fitness to Study’ panel to explore your options to best support your wellbeing and study decisions.

What do I do if my attendance percentage does not seem correct?

Please speak with your tutor first who can adjust the marks. If there is still a problem, please speak to the Student Hub.

Where can I find out more?

You can find the attendance policy here to provide further detail on expectations for your study

Wellbeing

Our Wellbeing Services provides support for mental health, disability and accessibility (including specific learning differences), financial hardship, and safeguarding for all students. The team is dedicated to helping you thrive during your time at university. Here is how you can access the services:

Book an appointment

• You can book a 15 minute drop-in appointment on campus and you can do this by contacting the Student Hub team in campus.
• You can also complete a support request form and an advisor will reach out with a booking link for an in-person appointment.
• You can book an online or telephone appointment by completing our support request form.

Email

If you would like to follow-up on a previous recent appointment or have a specific query, you can get in touch with us at wellbeing@arden.ac.uk

Wellbeing Portal

On our wellbeing portal, you can find all the resources for your specific query and support links

You can also access our Student Assistance Programme, in partnership wtih Spectrum Life, via our Portal. Additionally we provide external support through the Student Assistance Programme, in partnership with Spectrum Life. They can provide 24/7 in the moment support and guidance, access to a range of wellbeing focused resources and a digital gym.

You can also find out about our regularly scheduled workshops, including topics such as ADHD & Autism. You can also find previous recordings from our workshops here.

For any other questions you may have, you can find our frequently asked questions here.

What does Arden University Wellbeing Services offer?

Disability & accessibility – reasonable adjustment support, support applying for Disabled Students’ Allowance (DSA), screenings and possible diagnostic referrals if you suspect you may have a specific learning difference, such as dyslexia. You can book an appointment with a colleague online.

Mental health & wellbeing – provide support for students struggling with mental health, reasonable adjustment support, referral to specialist agencies and external support i.e. counselling. We offer drop-ins on campus or you can book an appointment online for either in-person, Teams or telephone appointments.

Financial support – you can apply for a range of bursaries etc. And you can find out more about finds available to apply for here – Applications are all made online via Blackbullion.

Safeguarding – if you have a safeguarding concern about yourself, a student or a member of staff you can complete a Safeguarding Referral Form, which you can find here, along with additional information about safeguarding.

What do we not offer as Arden University Wellbeing Services?

In-house counselling – although we can refer you to our partner organisation who can provide 6 sessions of time-limited counselling.

Provide accommodation services (including temporary accommodation) or support with housing difficulties – We can signpost you to organisations' who may be able to help, but are unable to provide housing advice.

Reasonable Adjustment

There are lots of different types of support and ‘reasonable adjustments’ available to Arden University students who have a disability, mental health condition, long term illness and/or learning difference such as dyslexia.

Reasonable adjustments can include:

• Alternative exam arrangements, such as extra time or multiple-choice questions.
• Flexibility around coursework deadlines.
• Support workers, such as study assistants, specialist mentors, notetakers, and sign language interpreters.
• Changes to teaching venues or where your classes are timetabled (where possible and appropriate)
• Specialist equipment or software

Reasonable adjustments do not include:

• Adjustments to academic standards where there would be a health and safety risk to you or others.
• Changes in circumstances when something unforeseen happens (such as if you become ill or injured) affecting your assessment submission. In this situation, you will need to apply for exceptional circumstances.

Student Hub

What is the Student Hub?

Online and in-person your Student Hub is here to support with all non-academic questions, general queries and concerns. The portal and team are all here to help support you through your studies and journey, to point you in the direction of the right colleagues & teams, and give you information there and then.

Success Coaching

What is coaching?

Coaching is a specialist form of support and guidance, that aims to help you develop the skills and mindset needed to succeed in your academic and personal goals.

It is a collaborative process between you and your coach. Your coach will support you with information and guidance, but you will identify your own goals and develop strategies to achieve them, with support from your coach to help you to overcome any barriers you may encounter.

What topics can a coach support me with?

Coaches can support you with many areas of your academic and pastoral progress, including:

• Time management and planning
• Motivation and resilience
• Preparing for submissions and resits
• Wellbeing and healthy behaviours

Your Students' Association

What is the Students’ Association?

Your Students’ Association is here to empower, champion, and support Arden students. We are a democratic organisation led by students to represent students views to the university and wider society to make your journey impactful.

How do we represent your academic interests?

Your Students’ Association is here to empower, champion, and support Arden students. We are a democratic organisation led by students to represent students views to the university and wider society to make your journey impactful.

Any student can become a student representative, which is the bridge between students and academics. They listen to their peers, share views on what is working and what can be better to influence student change at the University.

Want to campaign for change at the University?

Arden University Students’ Association is always on a look-out to maximise Student Voice to make meaningful changes at the university. Student wellbeing and success is at the heart of everything we do, and your ideas will help in ensuring that we continue to uphold these ideals.

As a student at Arden University, you can be the catalyst to a change through an initiative. It doesn’t matter how big or small your idea may be - so long as it is for the betterment of the student body.

Extenuating Circumstances

What is an exceptional personal circumstance?

These are events that are beyond your control and that can have a big impact on your studies. They can make it difficult to focus on your university work, attend classes, or complete assignments or exams.

Some examples include:

• Serious illness or injury to yourself or a close family member
• Bereavement
• Victim of crime or violence
• Mental health problems
• Financial difficulties
• Natural disasters
• Other unforeseen events that are beyond your control.

Is this relevant to me, how do I find out more?

You can read our full self-help guide here which breaks down how to apply, things to consider and other useful video guidance to make your application.

Short term extensions

What is short-term extensions?

This is an option to allows you to get a short period of additional time for your assessment. This is a similar process to extenuating circumstances, however, it only provides a limited extension.

How do I request this?

You can complete a form on your Student Portal and to find out how to do that step by step, you can visit this link.

Things to consider?

If successful, is it important to note that your original deadline portal will disappear, and a new one will be available where you must submit. Additionally, if you apply for short-term extensions on multiple assessments, this could impact on other deadlines in the future. If you have any questions, contact your Student Hub teams.

Course transfer

What is a course transfer?

If you feel you need to make a transfer to a different academic programme as it might not be right for you, you can use the Course Transfer process. This is only applicable if there is a relevant space on your chosen programme, and chosen campus (if relevant).

How do I request this?

This video takes you through a step by step on this process, and includes information on how you must engage with your academic programme team and Student Hub team, to get support through this journey.

Break in Learning

What is a break in learning?

There may be times when you need a break from your studies, due to long-term unforeseen circumstances. In those instances, you can apply for a break in learning which is up to 12 months.

How does this work?

How this works, is the University pauses your studies and pauses your access to any available systems and services provided by Arden. You can submit your request via your Student Portal, and this step by step guide tells you how.

Things to consider?

It’s important to note, if you are receiving a maintenance loan from Student Finance England, you will not receive funding for the period you are on a break in learning.

There are some circumstances where you might be eligible to receive specific hardship funding during your break in learning. You can find out more about that on our Wellbeing Portal.

If you are a Berlin student, there are some other factors to consider, so please speak with your Berlin Student Support team.

If successful, your break in learning will run from the start of the next study period and you will return at the start of a study period.

You will receive contact from the University to check how you are doing, prior to your return to the University so please keep an eye out for this communication.

Appeals

What is an appeal?

An appeal is an opportunity to inform the University of any circumstances that have impacted a submission and/or grade once confirmed by the University.

There are many reasons why you might submit an appeal; your unforeseen circumstance, an irregularity or information incorrect informed from the University such as submission portal wasn’t available to you, you weren’t informed of a deadline for the correct window

How does this work?

To submit an appeal, visit your student portal and provide evidence for the specific study period related to your appeal.

It’s important to note, this process is staged – the University always looks to explore through informal resolution first & foremost. But there are other opportunities for formal review as you progress and seek support.

Things to consider?

It’s important to be aware of the nature of appeals and the time length it can take to go through this. We always advocate for reaching out to the right teams as early as possible or exploring the range of support processes on offer.

To see a step by step guide on how to submit an appeal on an assessment decision, visit this link.

To see a step by step guide on how to submit an appeal related to an assessment mark error, visit this link.

Accounts

What are my login details for iLearn / student email / office 365?

Please check your personal email, you have received separate emails for each on enrolment (search for key words such as ‘Arden’, ‘Office’, ‘student number’, etc)

Your email will be in the format stu******@ardenuniversity.ac.uk and your password will also be there, which you can change at a later date.

I can’t find my login details/password?

To get you logged in without the given details, follow these instructions which should allow you to reset your password.

• Go to Office365 (it sometimes comes up as Microsoft365)
• Begin to log in by entering your student email address.
• Click forgotten password.
• Follow the steps to reset your password.
• Log in again using the student email and password. You will be prompted to download Microsoft Authenticator App to verify.

What is Microsoft Authenticator?

When you first log in, you will be asked to download this app. Log in with your student details and it should ask you to input a number which shows up on your screen. This is a method of verification.

What do I do if I need support?

You can visit the IT staff member on every campus or alternatively, find out more support here.

What is My Student Portal?

We’re excited to introduce My Student Portal(also known as e:vision) - your shiny new self-service platform to help you every step of the way, from enrolment to graduation.

With My Student Portal, you can:

• Update your contact details and request a change of name.
• Check your module results and track your progression status.
• Submit self-serve requests, like short-term extensions and extenuating circumstances.
• Manage your finances and make payments easily.

Want to see what it’s all about? Head over to our ‘My Student Portal overview page’ to find out more!

Student Finance

What does the Student Finance Team do?

Being directed to additional finance colleagues for expert guidance such as Payment Plan

Student Loan Company funding queries specific to them and how to contact Student Loan Company

Attendance and registration confirmations

You can get in contact with the Student Finance team on campus or on the dedicated phone lines.

What does the Student Finance Team not do or support?

We do not provide specific financial advice on your circumstances including benefits or grants

We cannot complete any applications for you including financial hardship

We do not speak to the Student Loan Company on your behalf, without specific consent to share

It’s important to note that we can only operate within the Arden University processes and not make exception for students

What information should you prepare when talking to a Student Finance Team member?

Specific information on your Student Loan Company application and the tracking of this progress

Payment Plan details and/or schedule of payments if self-funding

If you are experiencing financial challenges, that you come talk to the team as soon as possible to understand the relevant support on offer.

Need to get further advice, please visit the Student Finance England resources here.

Academic Teams

With any module-related query or concern including your assessment, you should contact your lecturer or Module Leader. If you are not sure how to find that out, you can find this on iLearn on your School/Programme homepage.

For any questions your class lecturer cannot answer or if there are any issues related to assessment or iLearn information that isn’t correct, please contact your programme leader. For any programme-related query or concern, you should first & foremost contact your Programme Leader.

What can I ask my class lecturer?

• In class learning materials
• Support required in the classroom
• Assessment questions
• Signposting for additional support

What do I do if I need help with my dissertation?

You will have been assigned a dissertation supervisor who you should contact any queries relating to your project. If you have not yet been assigned a supervisor or you need additional support, you should contact your Module Leader for the Dissertation module. If your query is related to wider issues, such as issues with your supervisor, iLearn, or submission then contact your Programme Leader. You can find the information for these staff members on iLearn or in your programme handbook.

Where is the best place to find information regarding my programme?

The main place where all your information about your studies can be found, is your Module iLearn pages. This will have detail around your assessments, your learning materials, where to seek help from your Module or Programme team, development opportunities and links to reading materials via our Learning Success Hub.

You can also access your iLearn School page which includes your induction module for milestones and additional programme level information such as staff lists, events, programme specifications.

Academic Integrity Officer

You may be directed or signposted to an Academic Integrity Officer within your Programme. This is to locally support you and understand any potential Academic Integrity concerns.

What is the role of my campus Academic Director and how can I contact them?

The Academic Director is there to promote a vibrant academic environment for both students and staff on campus, ensuring that everyone feels supported. You can contact them by asking at The Student Hub on each campus to see if they are available.

Timetable

What days are my lessons?

The timetables have been sent to your student email. Your timetable includes specific modules, group, level, classroom, day, and time.

Can I pick my own days and times?

New students cannot change their timetable. We will not allow timetable changes due to preference. If you believe you have an exceptional circumstance, please speak to the Student Hub Team.

What happens if I have been given the wrong pathway?

If the classes you have been timetabled for do not match the times you requested in the interview, please speak to Student Hub to request a transfer to your correct pathway. Please be aware, if you applied for daytime, you could be given mornings or afternoons, you are unable to have a preference between these.

I need help reading my timetable?

You can find a self help guide on how to read your timetable here.

Learning Success Hub

How do I access the Library?

Arden University has a digital library with free 24/7 access to resources you need all in one place. If you need further support accessing the Learning Success Hub including your subject specific guides, and want to find out more, visit the portal.

What is Academic Skills Support?

If you need support with academic skills such as developing and enhancing academic abilities, research and referencing, critical thinking, academic writing, academic integrity, one-to-one appointments, you can find the contact details below for assistance.

Contact details for Academic Skills: Email study-skills@arden.ac.uk.

To book an appointment please use the following link - Academic Skills Team.

(Support is available on campus or online Monday to Friday 9am - 10pm and Saturdays 9am - 5pm.)

What is the English Language Hub?

Additionally, we have support for students whose first language isn’t English through our English Language Hub. Through the English Language Hub, you will find free courses, workshops, and self-study resources. We offer online and face-to-face options depending on which suits you best. You can also get in touch with one of our English language lecturers for a personalised study strategy bespoke to you.

To book a 1-1 appointment, find out about workshops and access study resources, visit the Learning Success Hub.