Stephen Hainey, Student Support Liaison Manager at Student Loans Company,
contacted me regarding some of the comments posted on the discussion lists.
He is in charge of the HEI and LEA Liaison teams (not the pilot scheme) but he
was still concerned at the unsatisfactory experiences related by some Student
Advisers. Stephen has also contacted some of the other contributors for
feedback as to the basic problem.
He admits that there were some initial "teething problems" but advised that
the PILOT LEAs have now processed some 60,000 applications which is in
line with last year's figures. He was more concerned about comments
being made that SLC staff were 'unhelpful' or could not answer queries
raised.
Stephen will take our comments on board and raise with Student Support
Direct National Support Office Manager. One thing I requested was a dedicated
telephone line for Advisers!
A dedicated fax number (0141 243 3430) has been set up on a trial basis where
Student Advisers can fax in a written authority, signed by the student, for the
Adviser to discuss in detail the student's application etc. Stephen says that
this should only be necessary for complex/protracted cases where the student is
not in a position to call SLC themselves. However, I somehow think that
Advisers usually get more sense from their enquiries than students manage to
achieve!
If you have any specific examples of problems, I suggest you contact Stephen
direct via [log in to unmask] He does not access the new system but will be
involved in the 'roll out' of the new system and is aware that SLC must take on
board comments and learn lessons now from the Pilot in order that proper
communication channels are maintained or improved upon.
I think that it is very important that the system is monitored and hiccups
flagged up immediately with SLC so build up your dossiers!
Sybil Green
Sybil Green
Head of Student Advisory Service
Cardiff University
(029) 2087 4179 (direct line)
(029) 2087 4844 (general office)
(029) 2087 4947 (fax)
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