The Students’ Association operates an academic advice service, in partnership with Alkhemy, to provide students with free, independent, and impartial advice. This service currently operates on an evening model (6pm - 9pm weekdays) but over the next couple of weeks will be changing to a daytime model aligned with standard working hours, more than doubling the amount of hours offered to students.

This change is intended to improve responsiveness and strengthen referral pathways for staff supporting students during the working day.

A little about the service

The independent academic advice service supports students to navigate academic policies and procedures, particularly where there is a clear process or rights‑based element. The service includes advice on:

• Academic appeals
• Academic misconduct
• Extenuating circumstances
• Breaks in learning
• Fitness to study
• Fitness to practise
• Academic complaints (where there is a defined process)

The service does not replace other forms of support such as wellbeing services, disability support, or administrative teams, but works alongside them to ensure students receive the right help at the right time.

What is changing?

The service has been operating for around a year and over this time we have supported a lot of students. However, we have learnt a lot since the service started and are working continuously to adapt the service and make sure it reflects the needs of our diverse student community.

• The service will move from an evening-only model to daytime operating hours that align with University staff's core working hours.
• Advisors will be able to provide more timely support, allowing for faster responses and referrals during the day when other support services are available.

From Monday 20^th April the services new opening hours will be:

• Monday to Thursday: 09:30 – 16:30
• Friday: 09:30 – 12:30

What’s not changing is the quality and level of advice students receive. The scope of advice remains the same and the service will remain independent, impartial, and confidential.

In summary, the change from a student point of view is operational and positive, resulting in an easier and quicker service.

Key dates for this change

To enable the changeover, there will be a short, planned pause to the service, with the new service launching from Monday 20^th April. Here are the key dates you need to be aware of:

• The service will continue in its current evening-only model until Monday 13^th April
• The service will be temporarily paused from 14^th to 17^th April
• The new service will launch on Monday 20^th April

Staff should continue to support students through existing internal routes during this short pause window.

How staff can support the service

Please help us ensure consistent messaging by sharing the following points with colleagues and students where appropriate:

• The service is changing hours and its delivery model, not its scope or independence.
• There is a planned pause from 14^th to 17^th April 2026.
• The full service resumes on 20^th April 2026.
• Student Hub referrals are the preferred pathway into the service.

Student‑facing communications have been published on the Students’ Association advice pages ahead of the launch of the new service.

Supporting the service

Staff can support the effectiveness of the advice service by:

• Including signposting in forms, guidance, and process‑related emails
• Referring students early when an academic process is underway
• Sharing Students’ Association advice links during relevant conversations

If you require custom copy, assets, or staff briefings, the Students’ Association can support this on request.

Student‑facing information is available at: https://www.ardenstudents.org/advice/