Support
New Enquiry Management System
Welcome to the New Enquiry Hub!
We are pleased to announce that we have successfully transitioned to our new Enquiry Hub.
Using the New System: If you are a current student or an offer holder completing registration, you can access the new system with your university credentials and submit enquiries using the 'Ask a question' button on your Student Portal. If you are not a student, please access our Enquiry Hub and click on ‘Register’ to create an account. Once your account has been created, you will be able to raise an enquiry.
Logging to the New System: Once you have clicked on the ‘Ask a Question’ button in the Portal, or come to the Enquiry Hub directly, you will need to log in again. On the Enquiry Hub home page click on ‘Log in’ in the top right of your browser window and then select ‘Use external login’ on the log in page.
Your username is your current Student Portal username with the ‘@london.ac.uk’ suffix. For example, if your username is xxx999 your username for the Enquiry Hub will be xxx999@london.ac.uk. Enter your username and click ‘Submit’. You will then be asked for your username a second time. Enter and click ‘Next’. On the next screen enter your password and click ‘Sign in’. Your password will be the same one you use for the Student Portal.
For detailed guidance, please check out one of our Knowledge Articles or read ‘How to log in to the system’ FAQ below.
Training and Support: If you need assistance, please refer to the Student Guide to UoL Enquiry Hub.
Previous enquiries: Your previous enquiries in the SID system are still accessible through the Student Portal for a limited time. Just click on the 'Enquiries (legacy helpdesk)' link below the ‘Ask a question’ button. However, you should not log new enquiries in the old system.
We are confident that this new system will significantly improve your enquiry management experience.
Thank you for your patience and cooperation during this transition.
For students and offer holders:
Your log in details for the Enquiry Hub are slightly different from your Student Portal log in. Once you have clicked on the ‘Ask a Question’ button in the Portal, or come to the Enquiry Hub directly, you will need to log in again.
For all users:
On the Enquiry Hub home page click on ‘Log in’ in the top right of your browser window. (if you are using a phone you will need to click on the three lines icon to expand the options menu, you will see ‘Log in’ there)
On the login screen there is a link to ‘login guidance’ that you can use to help you access the enquiry hub.
We know from student feedback that improving our enquiry service is a top priority and it is at the forefront of our strategic plans to improve the student experience. We aim to improve the speed and quality of our responses to your enquiries and the new system will help us do that.
We believe that the new system will offer an improved user experience. It has an easy-to-use design and strong case management capabilities. This will support us in handling more complex enquiries that require follow-up questions to resolve. The new system allows us to set targets for service standards using data from its reporting functions to ensure we communicate when you can expect your enquiry to be resolved.
During the transition, you can continue to use the current enquiry management system. Once the transition has taken place, you will still have access to your existing enquiries through the Student Portal for a limited time. If you want to keep a record of your existing enquiries, we recommend saving them offline.
