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► Statement of Service
Statement of Service
This document gives you a brief overview of the range of services we offer to our users and includes information about what we can offer you and what we expect of you as a user of the service.
The City University London Students’ Union is here to assist all students make the most of their time here at City. We aim to provide a high quality service through the various activities we offer. These are:
• Union Support Service (USS) • Saddlers Bar (Ten Squared)
• Student Representation • Entertainments and Events
• Student Activities • Students’ Union Shop
• Website
Our Mission Statement
“By students, For students, enhancing the student experience”
We are a membership- led organisation that empower students through training, leading to opportunities that develop their skills and enhance their student experience
Our goals are:
- To enable students to take part in local and national representation
- To support each other, even in matters of dispute with the University
- To make the most out of your time at City University London
City University London Students’ Union aims to provide our students with the opportunity to actively participate in a dynamic and diverse university community so they can get the most out of their time at City. Our main purpose is to provide independent representation of your views and concerns to the University in order to continually improve the quality of the student experience. In addition, we aim to deliver a range of recreation facilities, quality support and commercial services to see students successfully and enjoyably through university life and beyond.
Core principles
The work of all Students’ Union staff and the elected Full Time Officers is informed by a set of guiding principles which underpin all of our work. These are:
Confidentiality – all staff working in the Students’ Union are committed to providing a confidential service. In normal circumstances no information about an individual user will be passed on to a third party without the users’ consent. A confidential meeting space will be available for all users who request it, providing sufficient notice has been given. We have a detailed confidentiality policy which is available here.
Impartiality – All Students’ Union staff will provide impartial information and advice. The service will not be influenced or limited by the views of any individual, group or organisation, including the University.
Non-judgemental – Students’ Union staff aim to provide support to all City University students who are experiencing difficulties or require help, regardless of how those difficulties arose.
Equality of Opportunity – The services of the Students’ Union are available to all eligible users regardless of their race, colour, religion, nationality, gender, sexual orientation, marital status or age. The Students’ Union has its own Equal Opportunities policy and also adheres to City University policies on Equality and Diversity.
Accessibility – Every effort will be made to make all our services accessible to all users. If you require communication or access support, please contact us to discuss ways of organising this.
Transparency – We aim to make our services and systems clear and transparent to all our users. When accessing any aspect of our services it should be clear to you what you can expect from us.
You can expect us to:
• Be friendly, welcoming and helpful.
• Provide information about our services.
• Provide information about how the Students’ Union is run .
• During our normal term time opening hours, provide you with an initial response to enquiries within 3 working days.
• Have drop in sessions with specialist staff available for particular queries.
• Arrange with you a fixed face to face/telephone appointment within 5 working days.
• Have minutes from Students’ Union meetings made available by 3 days before the next meeting.
• Provide impartial and confidential advice and representation.
• Acknowledge our duty of care in all the work that we do.
• Withdraw our service if students become abusive, violent or threatening, or whose behaviour contravenes equal opportunities or the University’s Values and Behaviour statement.
• Suspend our service to individuals of a specific club/society if they do not adhere to the Code of Conduct and Student Activities related policies and regulations.
You can help us by:
• Treating with respect the staff with which you come into contact and the materials and equipment made available for you and others to use.
• Keeping appointments made or giving as much notice as possible in the event of cancellation.
• Taking responsibility for your own decision-making, research and further action.
• Making the service aware in advance of any specialist needs you may have relating to access to the service
• Providing all relevant information and documentation to enable us to deal with your enquiry, and also when requested to do so.
• Keeping us informed about your forthcoming plans (i.e. Union related trips, events, activities) and achievements
• Reporting any accidents, incidents or near misses within 48 hours (accident report form)
• Abiding by all University and Union policies.
• Representing the Students’ Union in any capacity in an appropriate manner
• Respecting the privacy of Students’ Union staff by not asking them to assist you outside normal office hours or requesting personal information.
• Giving us feedback on any aspect of our service, using our feedback and suggestions scheme or the Students’ Union Complaints procedure
Who can use our services?
• All current full-time and part-time students of City University London on courses at any level are automatically members of the Union (unless they opted out of membership) and are eligible to use its services. This includes students on City validated courses at other institutions in possession of a City University London Student ID card.
• Alumni of the University are eligible to use all Student Union services on production of an Alumni Association membership card. They may join CULSA Clubs and Societies but may not represent the University in competitive events and will have to pay a higher membership than current students.
• Students of other Universities would normally be expected to use the services of their own Union.
• Staff of City University may use all CUSLU services. They are eligible to join CULSU Clubs and Societies but may not represent the University in competitive events and will have to pay a higher membership than current students.
