Student Support Hub

• Pre-enrolment and access to E:Vision

All new students at City St George’s, University of London are required to register online. Once you have an unconditional offer of a place on a course and the admissions staff for your course have received and logged your firm acceptance of that offer, you will be sent an email with a unique link to your registration homepage, where you can start the process of registering as a student.

You will also be able to activate your City St George’s email address, set up a password and use your credentials to access Moodle, our virtual learning portal.

• Ensure your contact details are up to date

It's important to keep your contact details, such as your term-time address and next of kin information, up to date on e:Vision, so that we can support you at the right time during your student journey.

You'll need your City St George’s user ID and password to log in (you'll have set up your password as part of your Student Account activation).

• Attend your Induction

Each Programme will have an induction and a range of activities to take part in during Welcome Week to help you prepare and thrive during your time at City St George’s.

The details of these activities will be communicated to you via email and are also available online on the Student Hub.

• Check your City St George’s email account

It is crucial that you check your City St George’s email account regularly as important information from your School and the University will be sent to you via this channel. Your password will be the same you set up as part of your Student Account activation).

• Ensure you have access to Moodle

Moodle is City St George’s virtual learning environment which hosts a range of resources to complement your learning experience. You should ensure your Moodle account is set up correctly.

You will need your City St George’s username and password to log in.

• Get a student bank account

Whether you're a UK student or an overseas student, opening a UK student bank account will allow you to manage your finances more efficiently and securely and access benefits of a student bank account.

If your programme of studies lasts less than six months, you may not be able to open a bank account, but you may be able to get a pre-paid cash card instead.

• Register with a GP

It is crucial that you are registered with at GP (General Practitioner) while you study at City so that you can get medical care if you need it.

Your GP should be the first point of contact for your physical or mental health concerns.

• Check our Prepare to Start guide

Our Prepare to Start guide has tips and recommendations on how to start your journey at City, including support, student discounts and life in London.

As a student of City St George’s, University of London student you are required to always carry your student ID card with you whilst on university premises.

The card provide access to many areas of the University and is proof of your status as a registered student at this institution.

Most ID cards are issued during the student registration process at the beginning of the academic year.

Please visit the Student Support Hub outside of the registration process for the following:

• replacement cards which have been lost/stolen/inactive
• ID cards for students who register late on their course throughout the academic year
• replacement cards for students who are granted an extension by their course office.

If you’re wanting an alumni ID card, please contact the Alumni team.

Cost of replacement ID cards

There is a charge for replacing lost ID cards. You can purchase your replacement card online via the estore for £7.

If you have been a victim of crime and have had your ID card stolen, a replacement will be provided free of charge on production of evidence of a police crime reference number.

Change of name: If you need to correct or update your name on your student record, please notify us via email (using your City St George’s email address). You will need to provide a copy of an official document (e.g wedding certificate or deed poll) to your request.

To change your ‘known as or preferred first name’: No documentation is required -please email your request to us.

Correcting your date of birth, nationality or ethnicity: Please notify us via email, attaching a copy of your passport/ National ID card.

Change of address/ phone number: It is a legal requirement that you provide us with a current contact address and inform us of any changes to your address. You can check that your address is up to date and update your address and personal details by logging into your e:Vision account. If you have any difficulties with this, please email us with your new address details.

Change of email address: If you have corrected or updated your name and would like this to be reflected in your City St George’s email address, please contact the IT Service Desk by logging a Service Now request. Once you have logged a request, a member of the team will be in touch to advise you further.

Change of course details: To request a change to your course, course start or end date, please request this via your School Course Office.

We can provide you with the following official student letters:

Student Status letter - this letter confirms your enrolment as a student at City St George’s, University of London and is most used for council tax exemption.

What is council tax?

Council tax is a monthly payment that households in the UK must pay to their local council, which goes towards funding local services.

However, there are some exemptions and not everyone has to pay. Students are included in that exemption, but this will depend on who you are living with.

Currently, households where all residents are full-time students are exempt from paying any council tax. A full-time student is defined by a course that lasts for at least a year and must be over 21 hours of study per week.

Part time students are not eligible for council tax exemption, but you may be eligible for a discount depending on your household situation- please check the Government website for further information about discounts and exemption.

Bank letter – this letter can be used to open a student bank account and will be addressed to the bank of your choice. Eligibility criteria is set by the bank, so please check your preferred bank website for more information.

Schengen visa letter – this letter can be addressed to the embassy and is used to apply for Schengen visa applications.

e:Vision self-service guide

If you are a undergraduate student, these letters are available for you to download as a PDF document on e:Vision under ‘official student letters’. If you notice your details are incorrect, you can also update them under the ‘personal details’ section on e:Vision.

Requesting a letter (PG/Alumni)

If you’re a postgraduate or alumni student, you can email the Student Support Hub Adviser team and we can produce a letter for you. Please email us on studentcentre@city.ac.uk with your student ID number.

Part time students will need to contact their School to obtain these letters.

As a student at City St George’s, you may be eligible for travel discounts on Transport for London (TfL) and National Rail services.

There are a few different ways to pay for your travel on these services.

TfL: You can pay with an Oyster card, contactless bank card, buy a paper ticket or use the TfL Oyster and contactless app. Please check the TfL website for more information

National Rail: You can buy a ticket for your travel online, at a station or over the phone. For some services in London, you can also pay via contactless bank card.

Please check the National Rail website for more information.

Please note that London buses are cashless, so you will need to use an Oyster card or a contactless bank card to pay for your journey.

Oyster Card

An Oyster card is a smartcard that is used to hold money, travelcards and bus and tram passes. You can top up your card at any shop that has the blue Oyster card sign and at London Underground or London Overground stations (You can use your Oyster card on all the TfL services in London.)

18+ Student Oyster card

The 18+ Oyster card entitles you to receive 30% off the price of an adult travelcard, bus and tram pass. Find out more on the TfL website.

Eligibility criteria:

• 18 years old or over
• Live at a London address during term time
• In full-time education, or on a mandatory work placement in London, you may be eligible for an 18+ Student Oyster photocard.
• You must be fully enrolled as a City St George’s student before you will be eligible, so please only apply once you are fully registered.

Full terms and conditions including the eligibility criteria can be found on the TfL website.

How to apply

You will need to make an application online. You will need to provide:

• An active email address
• Student enrolment ID from your school, college or university
• Your date of birth (DD/MM/YYYY)
• Your start date and end date of your course. (Ask your course officer if you are unsure).
• London borough address
• Digital photo which must be a .jpg, .bmp or .gif file and less than 6MB
• Clerkenwell and Moorgate based students should select: 159 City St George's
• Tooting based students should select: 680 St George's University

You will need to pay an administration fee of £21 using a credit or debit card.

You can get a photocard valid for up to three years of your course. TfL will post your 18+ Student Oyster photocard to you once your application has been approved. You will receive notification of this from TfL via email. It may take up to 2 weeks for your application to be processed and approved, during registration periods.

Please ensure that you take the time to fill in the form as City St George’s is not responsible for any inaccuracies made on the form and it will remain pending on the TFL system.

Changes to your course

If your course end date is extended you will need to apply for a new Oyster card to cover the extended time. If your status changes and you are no longer eligible for the 18+ Oyster card, we will report this to TfL.

If you have a query about the status of your application, please contact the Student Support Hub Adviser Team.

Railcards

If you are studying for 15 hours or more per week for at least 20 weeks of the year, you may be eligible for a railcard, which gives you 1/3 off most rail fares throughout Great Britain.

Check the 16-25 Railcard Website for more information.

As a postgraduate or research student, you may be eligible for travel discounts. If you are over 25, you can now apply for the 26-30 Railcard.

You can apply for a railcard, no matter your age, if you are studying full-time at a college or University for 15 hours or more a week for at least 20 weeks a year.

Read the full eligibility criteria for more information.

Signing Railcard forms

The Student Support Hub Team can approve applications in person or via email.

When requesting via email, ensure to attach a completed version of the necessary form that needs to be signed and stamped by the team.

Adding your Railcard discount to your Oyster card

18+ Student Oyster photocard holders who also have a 16-25 National Railcard can have the discount added to their 18+ Student Oyster photocard and they will get a 34% discount on the Off-Peak pay-as -you -go single fare for travel on Tube, DLR, London Overground and National Rail journeys in London. They can also get a 34% discount on the off-peak daily price cap.

To link your railcard and Oyster card, you will need to take your railcard and Oyster card to any London Underground or London Overground ticket office and ask the ticket clerk to add the discount to your Oyster card.

This will be valid until the date of expiry on your railcard.

Q: How do I get confirmation of my academic progress? A: You can view your transcript online through e: Vision or you can request a physical copy of your academic transcript from your Course Office.

Q: I’m a sponsored student and need a receipt. Who do I contact? A: Receipts for students who have a Student Loan or sponsor, and invoices can be requested my emailing the Income team at income@city.ac.uk.

Q: Who can help with IT login issues? A: If you are having difficulty logging in to Moodle or e:Vision, you should contact the IT Service Desk, or call the team via 020 7040 8181.

If your access has been blocked for financial reasons, please email the Income team and allow 10 working days for a reply.

Q: I have been contacted about my attendance. Who do I contact?A: You are best to contact your Attendance and Engagement officer within your school. If you’re unsure who this is, please contact your course office or the Student Support Hub Adviser team.

Q: Where can I find my term dates? A: You can find a full breakdown of the current and forthcoming term dates at City St George’s on the Academic Year page.

For Programme specific timetable and a letter confirming your term dates, please get in touch with your Course Office.

Q: Who can help with my Visa or CAS queries? A: If you are a new student, please request your CAS by emailing with your full name and student ID number (nine digits, the first two usually being the year you started your course e.g. 23 for 2023).

For any issues with your Tier 4 visa application such as refusals, please email Visa Advice with any supporting documentation so that they can advise you on the next steps.

Q: Who can help with Student Finance queries? A: Please visit City St George’s Fees and Finance page for information about tuition fee loans for undergraduate, postgraduate and doctoral students, NHS funded course, financial support available at City St George’s and more.

Q: I need my attendance confirming to SLC, who do I contact? A: Please email studentloan@city.ac.uk to confirm your attendance or any change of circumstances with SLC.

Q: I submitted an appeal / extenuating circumstances claim / complaint and haven’t had a response yet. Who should I contact? A: These processes are managed within your School unless your complaint was made about a specific service. You should contact your Course Office (or the relevant service) to enquire about an update.

Pre-enrolment and access to E:Vision

All new students at City St George’s, University of London are required to register online. Once you have an unconditional offer of a place on a course and the admissions staff for your course have received and logged your firm acceptance of that offer, you will be sent an email with a unique link to your registration homepage, where you can start the process of registering as a student.

You will also be able to activate your City St George’s email address, set up a password and use your credentials to access Moodle, our virtual learning portal.

Ensure your contact details are up to date

It's important to keep your contact details, such as your term-time address and next of kin information, up to date on e:Vision, so that we can support you at the right time during your student journey.

You'll need your City St George’s user ID and password to log in (you'll have set up your password as part of your Student Account activation).

If you have not received information regarding this, you may get in touch with studentsystems@sgul.ac.uk.

Attend your induction

Each programme will have an induction and a range of activities to take part in during Welcome Week to help you prepare and thrive during your time at City St George’s. The details of these activities will be communicated to you via email and are also available online on the Student Hub. You may find your course specific induction timetable here.

Check your City St George’s email account

It is crucial that you check your City St George’s email account regularly as important information from your School and the University will be sent to you via this channel. Your password will be the same you set up as part of your Student Account activation).

If you require a password reset for your university email, please contact our admissions team:

For undergraduate students: admissions@sgul.ac.uk.

For postgraduate students: pgadmiss@sgul.ac.uk.

Ensure you have access to Canvas

Canvas is City St George’s virtual learning environment which hosts a range of resources to complement your learning experience. You should ensure your Canvas account is set up correctly.

You will need your City St George’s username and password to log in.

Get a student bank account

Whether you're a UK student or an overseas student, opening a UK student bank account will allow you to manage your finances more efficiently and securely and access benefits of a student bank account.

If your programme of studies lasts less than six months, you may not be able to open a bank account, but you may be able to get a pre-paid cash card instead.

Register with a GP

It is crucial that you are registered with at GP (General Practitioner) while you study at City St George's so that you can get medical care if you need it.

Your GP should be the first point of contact for your physical or mental health concerns. You may find more information regarding how to register with your local GP here.

Check our Prepare to Start guide

Our Prepare to Start guide has tips and recommendations on how to start your journey at City St George's, including support, student discounts and life in London.

City St George's, University of London (Tooting) ID cards are issued to all new students, usually within their first week. These cards serve as proof of your status as a registered student, it is also used as your library card and allows swipe access to computer rooms, labs and other facilities.

You must always wear your identity card on City St George’s (Tooting) and hospital premises and your presence on site may be challenged if it is not clearly visible.

City St George’s (Tooting) is attached to an NHS Trust, and there are many potentially vulnerable people here on the site. We all must do our best to maintain physical security.

You’ll be asked to present your ID card when collecting documents or accessing some services at the Student Support Hub or Academic Services. The library also makes a £1.00 per day charge for using their services without it.

Lost, damaged or stolen cards

Please report loss or damage to your ID card to the main university reception as soon as possible, so that a replacement can be arranged. A charge of £5.00 is levied for replacement of lost cards. Stolen cards (if you have a crime reference number), damaged and expiring cards will usually be replaced free of charge.

Change of name: If you need to correct or update your name on your student record, please notify Student Systems (studentsystems@sgul.ac.uk) via email (using your City St George’s email address). You will need to provide a copy of an official document (e.g. wedding certificate or deed poll) to your request.
To change your ‘known as or preferred first name’: No documentation is required -please email your request to us.

Correcting your date of birth, nationality or ethnicity: Please notify Student Systems via email, attaching a copy of your passport/ National ID card.

Change of address/ phone number: It is a legal requirement that you provide us with a current contact address and inform us of any changes to your address. You can check that your address is up to date and update your address and personal details by logging into your e:Vision account. If you have any difficulties with this, please email us with your new address details.

Change of email address: If you have corrected or updated your name and would like this to be reflected in your City St George’s email address, please contact the IT Service Desk by logging a Service Now request. Once you have logged a request, a member of the team will be in touch to advise you further.

Change of course details: To request a change to your course, course start or end date, please request this via your School Course Office.

We can provide you with the following official student letters:

‘To Whom It May Concern’ - A brief letter confirming that you’re a student.

Council tax exemption -A Council Tax Exemption Certificate is a letter that confirms:

• Your student status
• Your term-time address
• Your dates of attendance.

Part-time students are not eligible for Council Tax exemption. However, you may be entitled to a Council Tax discount depending on your household circumstances. For more information, please visit: How Council Tax works: Discounts for full-time students - GOV.UK.

If you are currently:

• on an interruption of study
• completing an Assessment Only Year
• deferring your next year of study.

You should contact your local council to confirm whether you are eligible for Council Tax exemption. Once you have received their response, please email it to us. We will then advise whether we can issue a Council Tax Exemption Certificate.

Bank confirmation - A letter for your bank providing confirmation of enrolment and address.

Elective references - A letter confirming that you’re a student in good standing and a brief outline of clinical experience—intended for final year medical students applying for clinical electives. Please contact MBBS_TYear@sgul.ac.uk

As a student at City St George’s, you may be eligible for travel discounts on Transport for London (TfL) and National Rail services.

There are a few different ways to pay for your travel on these services.

TfL: You can pay with an Oyster card, contactless bank card, buy a paper ticket or use the TfL Oyster and contactless app. Please check the TfL website for more information.

National Rail: You can buy a ticket for your travel online, at a station or over the phone. For some services in London, you can also pay via contactless bank card.
Please check the National Rail website for more information.

Please note that London buses are cashless, so you will need to use an Oyster card or a contactless bank card to pay for your journey.

Oyster Card

An Oyster card is a smartcard that is used to hold money, travelcards and bus and tram passes. You can top up your card at any shop that has the blue Oyster card sign and at London Underground or London Overground stations (You can use your Oyster card on all the TfL services in London.)

18+ Student Oyster card

The 18+ Oyster card entitles you to receive 30% off the price of an adult travelcard, bus and tram pass. Find out more on the TfL website.

Eligibility criteria:

• 18 years old or over
• Live at a London address during term time
• In full-time education, or on a mandatory work placement in London, you may be eligible for an 18+ Student Oyster photocard.
• You must be fully enrolled as a City St George’s student before you will be eligible, so please only apply once you are fully registered.

Full terms and conditions including the eligibility criteria can be found on the TfL website.

How to apply

You will need to make an application online. You will need to provide:

• An active email address
• Student enrolment ID from your school, college or university
• Your date of birth (DD/MM/YYYY)
• Your start date and end date of your course. (Ask your course officer if you are unsure).
• London borough address
• Digital photo which must be a .jpg, .bmp or .gif file and less than 6MB
• Clerkenwell and Moorgate based students should select: 159 City St George's
• Tooting based students should select: 680 St George's University.

You will need to pay an administration fee of £21 using a credit or debit card.

You can get a photocard valid for up to three years of your course. TfL will post your 18+ Student Oyster photocard to you once your application has been approved. You will receive notification of this from TfL via email. It may take up to 2 weeks for your application to be processed and approved, during registration periods.

Please ensure that you take the time to fill in the form as City St George’s is not responsible for any inaccuracies made on the form and it will remain pending on the TFL system.

Changes to your course

If your course end date is extended you will need to apply for a new Oyster card to cover the extended time. If your status changes and you are no longer eligible for the 18+ Oyster card, we will report this to TfL.

If you have a query about the status of your application, please contact the Student Support Hub Adviser Team.

Railcards

If you are studying for 15 hours or more per week for at least 20 weeks of the year, you may be eligible for a railcard, which gives you 1/3 off most rail fares throughout Great Britain.

Check the 16-25 Railcard website for more information.

As a postgraduate or research student, you may be eligible for travel discounts. If you are over 25, you can now apply for the 26-30 Railcard.

You can apply for a railcard, no matter your age, if you are studying full-time at a college or University for 15 hours or more a week for at least 20 weeks a year.
Read the full eligibility criteria for more information.

Signing Railcard forms

The Student Support Hub Team can approve applications in person or via email.
When requesting via email, ensure to attach a completed version of the necessary form that needs to be signed and stamped by the team.

Adding your Railcard discount to your Oyster card

18+ Student Oyster photocard holders who also have a 16-25 National Railcard can have the discount added to their 18+ Student Oyster photocard and they will get a 34% discount on the Off-Peak pay-as -you -go single fare for travel on Tube, DLR, London Overground and National Rail journeys in London. They can also get a 34% discount on the off-peak daily price cap.

To link your railcard and Oyster card, you will need to take your railcard and Oyster card to any London Underground or London Overground ticket office and ask the ticket clerk to add the discount to your Oyster card.

This will be valid until the date of expiry on your railcard.

The Student Support Hub (previously Student Life Centre) maintains a number of lockers for students to use. Lockers are issued to incoming students during the induction period.

Single Use Lockers

We have approximately 600 ‘gym style’ lockers that you can use when you are on site if you have not been assigned a locker. These are for students who have DR, Labs or Clinical Skills and are located close to these areas. To use these lockers, you will need to bring in a padlock to secure the locker. We do not provide padlocks.

Please note, these lockers are not to be used as assigned lockers or overnight, padlocks will be cut, and items removed on a frequent basis.

Placement Lockers

For students who are on placement in St George’s Hospital and have not been assigned a locker, you can choose to use an assigned locker for the duration of your placement period only.

You will be required to pay a cost of £16 to sign out a locker key, if the key is not returned within 7 days of your placement end date, your deposit will not be returned.

How do I get a locker?

If you're a student of Medicine, Biomedical Science, Clinical Pharmacology, Physician Associate or Health Care Science, you will be allocated a locker before your arrival.

Students in the Faculty of Health, Social Care and Education (Physiotherapy, Radiography, Occupational Therapy and Paramedic Science) can get access to one through their course office.

How long can I keep it for?

The courses and cohorts that will have assigned lockers are:

MBBS Students

• MBBS 5 Year 1
• MBBS 4 Year 1
• MBBS 5 Year 2
• MBBS T-Year.

MBBS P-Year and F-Year will not be assigned lockers – there is a system of receiving an assigned locker during placement at St George’s Hospital only. A deposit payment will be required. If you require a locker and are not on placement at SGH, you will be directed to the single use lockers.

Biomedical Science

• Biomedical Science Year 1
• Biomedical Science Year 2.

Students in their third year will not be assigned lockers, if you require a locker, you will be directed to the single use lockers.

Physician Associate

• Physician Associate Year 1

Students in their second year will not be assigned lockers - there is a system of receiving an assigned locker during placement at St George’s Hospital only. A deposit payment will be required. if you require a locker and are not on placement at SGH, you will be directed to the single use lockers.

Clinical Pharmacology

• Clinical Pharmacology Year 1
• Clinical Pharmacology Year 3

Students in their second year will not be assigned lockers, if you require a locker, you will be directed to the single use lockers.

Does it cost anything?

Lockers are free to use. It will only cost you if you need a replacement key!

I’ve lost my locker key. How do I get a new one?

Replacement keys can now only be ordered online. There will be a £16 cost to getting a new key as of July 2023. Please order your replacement key here.
Once your key is ready for collection, you will receive an email from the Student Support Hub.

Priority Lockers

If you have a medical condition and have not been assigned a locker, or your locker is not accessible for you, please get in touch with disability@sgul.ac.uk and they will confirm your requirements with us.

Locker Key Returns

If you have been assigned a locker, we will be requesting the return of the key at the end of your assigned period. For example, for MBBS, you will receive your key in Year 1, we will request the key back at the end of T-Year. For Biomedical Science, you will receive the key in Year 1, and we will request the key back at the end of Year 2. If you have any further questions about this, please email studentsupporthub@sgul.ac.uk.

I can’t remember where my locker is!

Just drop us an email (studentsupporthub@sgul.ac.uk) or call on 0203 897 2033 and we can remind you.

How do I get confirmation of my academic progress?

You can request your transcript through studentsystems@sgul.ac.uk or you can request a physical copy of your academic transcript from your Course Office.

I’m a sponsored student and need a receipt. Who do I contact?

Receipts for students who have a Student Loan or sponsor, and invoices can be requested my emailing the Income team at acco-rec@sgul.ac.uk.

Who can help with IT login issues?

If you are having difficulty logging in to Canvas or e:Vision, you should contact the helpdesk@sgul.ac.uk, or call the team via 020 7040 8181.

If your access has been blocked for financial reasons, please email acco-rec@sgul.ac.uk and allow 10 working days for a reply.

I have been contacted about my attendance. Who do I contact?

You are best to contact your Course Team within your school. If you’re unsure who this is, please contact your course office or the Student Support Hub Adviser team.

Where can I find my term dates?

You can find a full breakdown of the current and forthcoming term dates at City St George’s on the Academic Year page.

For Programme specific timetable and a letter confirming your term dates, please get in touch with your Course Office.

Who can help with my Visa or CAS queries?

If you are a new student, please request your CAS by emailing or visacompliance@citystgeorges.ac.uk with your full name and student ID number (nine digits, the first two usually being the year you started your course e.g. 23 for 2023).

For any issues with your Tier 4 visa application such as refusals, please email Visa Advice with any supporting documentation so that they can advise you on the next steps

Who can help with Student Finance queries?

Please visit City St George’s Fees and Finance page for information about tuition fee loans for undergraduate, postgraduate and doctoral students, NHS funded course, financial support available at City St George’s and more.

I need my attendance confirming for SFE, who do I contact?

Please email your course team to confirm your attendance or any change of circumstances with SLC.

I submitted an appeal/extenuating circumstances claim/complaint and haven’t had a response yet. Who should I contact?

These processes are managed within your School unless your complaint was made about a specific service. You should contact your Course Office (or the relevant service) and ec@sgul.ac.uk to enquire about an update.