Service Guarantee

Our Service Guarantee 

The Gateway Building is your first port of call for Student Support & Well-being.  Our Service Desk is based on the principle of a one-stop shop if we are unable to answer a query; it is our role to point you in the direction of a Hope team member who can. In this sense we offer both general guidance and easy access to specialist advice.

We strive to provide a high quality service and I have included our performance targets here for your information. 

GWB Performance Targets 

• to be informed ambassadors, familiar with the University's mission, values and on-going development

• to provide all enquirers with clear, full and accurate information
• to treat all enquirers (students, staff and visitors) with respect and courtesy
• to finalise at least 85% of personal/telephone enquiries at the time they are made
• to finalise with 3 working days those personal enquiries which can not be answered in full at the time they are made
• to respond to initial email and voicemail enquiries on the day on which the enquiry is received (unless the enquiry is received after 4pm), in which case we will respond no later than the following working day. 

Dr Penny Haughan

Dean of Students