Contacting the Student Advice Service



If you need help urgently or outside of our normal opening hours, we would encourage you to first look at our self-help resources and our list of external advice providers to see if these may be of help to you at this time. You may also find it helpful to contact one of the support services at the University or your Student Support Adviser and to see the University's information on Rules and Regulations, Financial Support, Fees Regulations, and Paying your Fees.

Please note, we are independent of the University. Therefore, we do not have detailed information about you or your course. If you have issues with your course, you have a fee debt, or you have been contacted by a member of staff from the University, it may be more appropriate to contact Hallam Help initially or book an appointment with your Student Support Adviser.

When you contact us for advice, please provide as much relevant information as you can, including important dates / deadlines, and forward or attach any relevant University documents, e.g. meeting invite and proforma, outcome / decision letter, as we do not have access to these.


In an emergency where you or someone else is at risk of harm - call 999 or go to Northern General Hospital/your nearest A&E (Accident & Emergency) department. In Sheffield, you could also call the Single Point of Access for someone in a mental health crisis on 0114 226 3636 or 0808 196 8281 (Freephone).

If you need urgent help but it is not a life-threatening emergency, call:

  • Your GP to request an emergency appointment
  • Out of hours, or if your GP is unavailable or you feel you cannot wait for an appointment, call 111 or Sheffield Mental Health Helpline: 0808 801 0440. There is also good guidance here
  • If you are staying in a hall of residence, they will usually have someone on hand 24 hours a day to provide support and guidance

For wellbeing information and other useful contact details, see the University's Student Wellbeing website or our list of External Support Services

How to contact the Student Advice Service

If you have a query, please check our online self-help resources for detailed, on-the-spot guidance about a range of student issues. This may be the quickest way for you to find your answer.

If you still have some questions, or your query isn't covered by our leaflets or webpages, please contact us for some initial advice.


ONLINE - You can contact us via our Ask Us platform:

Please ensure you type your student ID and email address correctly, as we will contact you using this. Please do not include very sensitive or confidential information on this platform. If you need to include very sensitive or confidential information, please contact us by telephone or in person.  We aim to provide an initial response to your enquiry within 3 working days. We will usually respond more quickly than that, but during busy periods our response time may be slightly longer.  

TELEPHONE - You can also call us between 10am - 12pm on Tuesdays, Wednesdays and Fridays on 0114 225 4148. 

IN-PERSON DROP-IN SERVICE - You can drop-in for initial advice (up to 20 minutes) between 10am - 12pm on Wednesday and Friday mornings, at Collegiate Campus.  Our room is 202 Oaklands (part of the Heart of the Campus building, Collegiate campus).  

Please only contact us via one method.

When you contact us for initial advice we will log your enquiry and your personal details (if you contact us via the Ask Us platform you will provide these details when you log your enquiry).  Please read the GDPR information below for details about how we store this information.

After your initial contact we may send you further information by email, or it may be appropriate for us to book a longer telephone or video appointment to discuss your matter further (note, in person appointments are available on request).  We will do everything we can to arrange an appointment time that fits around your placement or work commitments, so if you are studying a degree apprenticeship, a part-time course, or you are attending placement, please let us know when would suit you best. 

Please note that if we need to call you, the call may show up on your phone as being from an 'unknown' or 'withheld' number.

We are able to provide representation at some University meetings or hearings, subject to availability.

Please note: In order to provide an effective service, the SHSU Student Advice Centre obtains and securely stores certain data relating to its service users. This information is kept on the basis of 'legitimate interest' under the General Data Protection Regulation 2016 (GDPR), though we also ask for consent. 

Enquiries are stored on the Ask Us platform and in our Student Advice Centre email inbox for the remainder of the academic year in which they are logged and the following full academic year.  Where there is a need for more in-depth or ongoing advice work, a file will be opened on our case management system.  This system will store a copy of the original enquiry and response plus any subsequent correspondence and related notes and documents.  Case files on this system are stored for 7 full academic years from the date of the last update, in line with Advice UK guidance. For more information about what data we store and why, and how we store, process and delete your data, as well as your rights under GDPR, please ask to see our policy.

Information relating to you and your enquiry is kept confidentially and securely within the SHSU Student Advice Service. Except in certain circumstances, for example, if we have reason to believe that you or someone else is at risk of harm, or if we are required to do so for legal reasons, we will not share information with anyone outside the service without your permission.

If you have any questions about our policies relating to confidentiality or data protection, please contact us about this before sending your enquiry.

Other advice and support providers

The Student Advice Centre and the University have put together a list of other providers of advice and support for students. The providers included in the list below cover a range of different issues and may be useful either for times when the Student Advice Centre or University services are closed, or if you need specialist support for an issue that may not be covered by the Student Advice Centre or the University.

View our external provider list