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Update for Students

A message from Professor Peter Francis, Deputy Vice-Chancellor - 10 September

This message is being sent to all students on behalf of Professor Peter Francis, Deputy Vice-Chancellor

Dear student,

 

You may be aware that we have experienced an IT Incident which has caused significant operational disruption, which affected a number of the platforms you use on a daily basis.

 

We can confirm that access to Blackboard and Panopto has been restored fully and you can now login as normal.

 

The Student Portal has also been restored though at this time with limited functionality giving you access to view news stories, as well as help and support articles. We are still working on Enquiries, Accommodation, Timetabling and MyInfo which means you won’t be able to access these services for the time being. We are working as quickly as we can to bring these back online for you as soon as possible.

 

As we advised on Monday, you can now use outlook as normal to send and receive emails. We are aware that some of you have had continued issues accessing email either via Outlook or at http://outlook.office365.com/, however we can confirm that this has now been resolved. If you are still struggling to connect, in the first instance please restart your machine.  If you continue to experience problems, please contact the IT Service Desk via the details below.  

We are working hard to restore our other systems, however due to the complexities involved in stabilising and recovering these as safely as possible, this will be a gradual process but we will continue to update you via email, social media and this FAQ page as more of our platforms are reinstated for your use.

 

We are sorry for the inconvenience this has caused. Our teams are working really hard to get things going again and thank you for your continued patience.

 

Many Thanks

Peter

 

Peter Francis

Deputy Vice-Chancellor

Professor of Criminology

 

A message from Professor Peter Francis, Deputy Vice-Chancellor - 16 September

Dear Student, 

I hope you’re getting excited for your return to Northumbria? We’re really looking forward to having you back. 

I know that it will probably be the first time you will have been back onto campus since March, so you might be a bit anxious too? That’s perfectly understandable given the strange times we are currently living in!  

But rest assured, here at Northumbria we’ve been working hard to make things safe for you, but we’ll need your help too – more on that later.   

Firstly, as we approach the start of term, I know you’ll have some queries that you would like answers to before teaching begins. 

  • Timetables: you will receive your teaching timetable next week. You will need to access them in a slightly different way compared to usual, but we will contact you about that in the coming days. 
  • Enrolment: by now you should have received an email to fill out a registration form to help us inform people like the Student Loans Company about you returning to study. I know thousands of you have done this, so thank you! If you haven’t yet filled it in, you can do so here
  • Student Support: as a returning student please use the Student Portal to raise any queries with Ask4Help as normal. You should only email the team if you can’t get through to Ask4Help in the usual way.  

Secondly, there are some important things I need to talk to you about ahead of your studies resuming. 
 
Together Against Covid-19 

We’ve been working really hard to get your campus ready for your return. I would really encourage you to watch this animation which gives a great overview of the measures we have put in place to make sure that you can learn, stay safe and enjoy your campus.  

But we need your help too. We are Northumbria, and we firmly believe in the ethos ‘it’s on me, it’s on you, it’s on us’! This means we look out for each other, we’re good citizens in the community and we all take responsibility for what we do and how we do it. And, as part of the Northumbria Community, we all have a role to play in keeping ourselves and our community safe, coming Together Against Covid-19. Look out for our Together Against Covid messaging and please follow government guidelines and :  

  • wash your hands frequently; 
  • observe social distancing;  
  • don’t meet in groups greater than six;  
  • use wipes and sprays provided to clean your space in the classroom, lab, clinic or studio; 
  • and wear a face covering when asked to do so. 

As you return to campus we’ll also be providing you with a care pack with some hand sanitiser and two reusable face coverings. Keep an eye out for where to collect these on campus soon. 

IT Disruption 

Finally, many of you will be aware of the IT incident we have been dealing with for the last couple of weeks which has caused disruption to our usual activities in the run up to the new year starting. As we work to bring our systems back on line  we may encounter some further disruption – we’re currently experiencing some intermittent issues with our website for instance  – but IT are working to get all systems back up and running as quickly and safely as possible. We will keep you updated. Thank you for your understanding during this time 

Thanks again to for your continued patience and support and we’ll be in touch very soon with more information for you. 

This is a challenging time, but it is also an exciting time to be a student. I really look forward to welcoming you back as we all resume the next chapter of our Northumbria journey together.     

If you have any queries please feel free to drop me a line
 
With best wishes, 
 
Peter 

Latest Student FAQs

What’s happening?

Some of you may be aware that we have been experiencing an ongoing IT issue as a result of a cyber incident, which has caused significant operational disruption to the University. During the time it will take to restore our key systems, which we hope will be short, you may not have access to some systems which you use in your day-to-day studies. Please see the below for answers to the most frequently asked questions.

If you have any enquiries, please submit them via relevant articles in the Help and Support section of your Student Portal or contact Ask4Help on 0191 227 4646.

Please note, we are working hard to answer your enquiries – your patience during this time is much appreciated.

Accessing University Systems

If you are experiencing problems accessing IT systems, the action you need to take is based on the error message you are receiving and your status as a new or existing student:  

I can login to the Student Portal but when I click on the “Enrol” button I do not have an option to enrol

This indicates your ‘Student Record’ is not in a state in that will allow you to enrol. To resolve this:

  • If you are a continuing student and have access - please submit an enquiry via the ‘Understanding the enrolment process’ article in the Help and Support section of your Student Portal

 

I haven’t received a username or password to access the Student Portal and enrol.

Your username should be sent to your registered personal email address.

Please check the “Junk” folder.

If you know your student number, it could be that your account has been created but you do not have the username and password for some reason. In this case please contact the IT ServiceDesk by phone on 0191 227 4242 or Chat via www.northumbria.ac.uk/itchat for a password reset.

 

I get the message "Incorrect user ID or password" when I try to login.

Please contact the IT ServiceDesk by phone on 0191 227 4242 or Chat via www.northumbria.ac.uk/itchat for a password reset.

 

I can login to Blackboard but I cannot access this year’s modules.

Please ensure you have completed the online enrolment via the Student Portal then you will gain access to this year’s modules, the next day following enrolment.

 

The incorrect modules are showing in Blackboard for the current year

To resolve this please contact Ask4Help via the Help and Support section of your Student Portal or contact Ask4Help on 0191 227 4646.

 

I’m getting "Oops - something went wrong" or “Sign on error” messages when I try to login to Blackboard.

Please ensure you have completed the online enrolment via the Student Portal. You should get access they day after you complete the enrolment.

 

I need more information but can’t access my Student Portal

For any questions which aren’t answered by these FAQs, please contact Ask4Help on 0191 227 4646.

Assessments

Has my certificate been sent? Where did it go?

Your certificate will be printed after your final examination board and sent to your last recorded home address via standard post approximately 8 weeks after you have received your results. If you have any queries on this, please contact us at rg.certificates@northumbria.ac.uk.

 

Can I print on campus? 

Due to the recent IT incident, printing on campus is unfortunately unavailable. We are continuing to work very hard to return systems, including our networked printing service which we hope will be restored very soon. We will issue a further update as soon as this is up and running.  

How is the University going to ensure I know how to be safe on my return or arrival onto campus?

Northumbria continues to work hard to mitigate the risks posed by Covid-19. In order to keep our community safe, all Northumbria students are required to read a brief online safety induction and adhere to Northumbria's principles of safe and responsible learning.

 

I need a council tax certificate – how do I get one?

For full-time students to claim a Council Tax discount or an exemption from paying Council Tax, you are required to provide a letter to your local Council/Local Authority to confirm your status as a full-time student at Northumbria. The letter should detail your course title, dates of study and your term time address. This letter is known as a Council Tax Certificate/Letter. Due to the current IT disruption we cannot issue these certificates, however local councils are aware of this and you may apply for the Council Tax discount as usual. You will be required to provide this certificate to your local council as soon as normal services resume. 

I need a DBS check for my programme, what should I do?

For those who have applied for a professional programme such as Health, Social Work and Education programmes, the DBS check is a mandatory part of the application process. If you have not as yet initiated a DBS application, please contact rg.dbsteam@northumbria.ac.uk  and the relevant document will be sent to you. 

I need more information but can’t access my Student Portal

For any questions which aren’t answered by these FAQs, please contact Ask4Help on 0191 227 4646.

When can I get my Smartcard?

Unfortunately, we are unable to produce Smartcards at the current time. Students will be advised when the system is available to upload an image, and for distribution of their Smartcard. 

Accommodation

I still need to secure accommodation, what should I do? (this includes those who have entered the waiting list on/before the Thursday 27th August)

Please do not worry - we guarantee accommodation for all students. For those who are on the waiting list for accommodation, we continue to work through room availability and will email you as soon as possible with a room offer.  If you don't think you are on the waiting list, please email us on rc.accommodation.office@northumbria.ac.uk with your Full Name, Northumbria Student ID and what your top 3 preferences are.  We will add you to the waiting list and allocate your room in due course.

 

I have completed my contract and paid my advanced rent deposit – but I’m not sure what the next stage in the process is? Am I still OK to move in and what do I need to do next? 

Yes, if you have completed your contract and paid your advanced rent deposit then your booking is confirmed for that room. The next stage in the process is check in, and a member of the onsite team will email you in the coming days with an invitation to book an arrival time slot. Please keep an eye on your emails and the residence Facebook groups for the latest updates for check in.

 

I need to arrive early in order to self-isolate - is this possible and how do I confirm my arrival date and time?

Yes this is possible. We are allowing any student who needs to self-isolate, the opportunity to move into their accommodation up to 14 days before the tenancy start date. Please email a member of the accommodation team at rc.accommodation.office@northumbria.ac.uk with your Full Name, Northumbria Student ID and the date / time of your arrival.

 

I’m waiting to be refunded my deposit from either my 19/20 tenancy which I have now vacated  / or a refund of the deposit for accommodation I booked for 20/21 which I have since withdrawn from, but I have still not received my refund. When will I receive this? 

 

We appreciate your patience while we work through our IT issues. If you are due to be refunded your deposit, then this will be processed as soon as it is possible to do so. 

Where is my timetable?

Please see https://www.northumbria.ac.uk/study-at-northumbria/timetable-for-the-new-academic-year.

You should have received a personalised link to add your timetable to your calendar of choice (Look out for an email titled “Important – How to get your timetable” in the coming days).

You need to have completed the online registration to receive a timetable (see "How to enrol" below). The link will be sent to whatever address you entered on your Registration Form – please check the Junk folder. You should expect the timetable link to be sent to you two working days after your registration.

Once you have access to the timetable - the data may take an additional two working days to appear.

Watch this short video for step-by-step advice and guidance on accessing your timetable. 

For further assistance on timetables please submit an enquiry via relevant articles in the Help and Support section of your Student Portal or contact Ask4Help on 0191 227 4646.

Important information   

You may not immediately see your timetable appear – don’t worry! We’re updating them all the time, so please keep checking.  

Please be reassured that no student will be disadvantaged as a result of not receiving their timetable on time. We are working with Academic colleagues to ensure that materials from any sessions are available after the session has taken place.  

Remember your programme will feature blended learning, so that means you will have classes timetabled both on campus and online. You can learn more about that here.   

Your calendar will automatically update when sessions change in your calendar throughout the semester if you have followed the instructions to synchronise.    

I’d like to change course/take a break in my studies/withdraw, what should I do?

If you are thinking of changing your course, taking a break in studies, withdrawing from your programme, or are unsure and would like support, please submit an enquiry via the Help and Support section of your Student Portal or contact Ask4Help on 0191 227 4646. A member of the Student Engagement Service will get back to you.

University Library

Can I use the University Library?  
City Campus and Coach Lane Libraries have now been re-opened for students and staff and access to electronic resources has been re-enabled for the majority. Visit the University Library website for more information.

How will I receive updates from the University?

We will continue to update this page whenever updates become available and will also email your university account with updates.

How do I enrol/re-enrol?

You can watch avideo on how to enrol on the new students web pages.

It’s really easy!   

All students (both new and returning) should complete the enrolment task. You will need to do this in addition to the temporary registration form that you will have completed in the last couple of weeks.  

You also should by now have received details of your teaching timetable for the rest of the semester – please have a look in your inbox (as well as junk box) for a message titled 'Important – How to get your timetable' which has your unique link and instructions on how to synchronise to your calendar of choice.

To enrol, go to your Student Portal, where you will see the ‘Enrol’ button in the left-hand navigation. This will take you through to completing your enrolment task.   

Once you’ve enrolled successfully you will then have access to Blackboard, your virtual learning environment – there is a link to this on the front page of your Student Portal too.  

If you have any further queries, please submit an enquiry via the Help and Support section of your Student Portal or contact Ask4Help on 0191 227 4646.

 

 

How can I find a job when I come to university and get help with my longer term career plans?

You can speak with a careers specialist via a Microsoft teams video or audio appointment to get help and support with your job applications and career planning.  Contact us at nucareers@northumbria.ac.uk to make an appointment . Please state your name, course and your preferred day (Mon-Fri) and either am or pm slot.

If you have downloaded the NUCareers app you can still access Careers Online resources on  your phone. Access to JobsOnline is not available but we will continue to promote vacancies via our social media channels

- www.facebook.com/NUGraduateFutures

- https://twitter.com/NUGradFutures

- https://www.instagram.com/NUGraduateFutures/

If you have a skill or passion for learning entrepreneurial skills, contact Student and Graduate Enterprise at nu.enterprise@northumbria.ac.uk

Who can I contact about my additional support needs and wellbeing?

We continue to offer our services to all current and prospective students, including disability, faith, counselling and mental health, finance and funding, welfare and international student support. To access these services please submit an enquiry via the Help and Support section of your Student Portal or contact Ask4Help on 0191 227 4646.

Student Finance

Can you please confirm how I can make a payment?

Please make a payment through the following link https://payments.northumbria.ac.uk/open/ you will need your 8 digit student number, date of birth and credit or debit card. 

Or if you are unable to pay on the link you can make a Bank transfer to the University Account using the following details:

Bank: Barclays Bank Plc, Northumberland St, Newcastle upon Tyne, NE1 7AF 
Account Name: Northumbria University
Sort Code: 20:59:42
Account Number: 00909297
IBAN Code: GB63 BARC 2059 4200 909297
SWIFT Code: BARC GB22
BIC Code:8030 

Please ensure you state your student number/invoice number when making a transaction. 

  

I’ve made a payment in respect of my tuition and/or accommodation fees but cannot see it on the Finance Widget on the portal. Can you confirm receipt?

The finance widget is not currently updating with recent payments. If you need us to confirm receipt, please contact us via the Help and Support section of your Student Portal  with the below details: 

If you have made payment on Northumbria University’s online payment page using a credit or debit card, please provide: 

  • Student number   
  • Date of payment   
  • Amount paid   
  • Payment reference if possible: Example OPN123456 / INT123456 / RMS123456   

If the payment was made by bank transfer, please provide:  

  • Date of payment  
  • Amount paid  
  • Payment reference e.g. name, student number   

 

I submitted a request for a refund, but haven’t received it yet. Can you confirm when I will receive this refund?

Online refunds generate an email confirmation, so if you have received an email notification, please allow 5 working days for this to be credited to your account. If you have received this email notification but funds are not shown after 5 days, please check if the original payment was made by another person such as a parent/guardian, as the refund would be credited back to the original card.   

If you have not received any notification that the refund has been processed, unfortunately, due to the current circumstances we are unable to provide a definitive date when you can expect to receive the refund. Please be assured we are working hard to resolve these issues and will update you as soon as we can. 

 

Student Funding payment from the Student Loans Company (SLC)

Once you have completed the enrolment task, Northumbria will confirm this to the SLC who, once they have verified your national insurance number, will release payment of your Maintenance Loan. The earliest you will receive this is the start date of your course. Even if you enrol early you will not receive payment until your course start date, or shortly after as payment can take 3-5 working days to reach your account. Please see https://studentfinance.campaign.gov.uk/ You can access live payment information at your online SFE account to see when payment has been released

 

My employer / sponsor / embassy is paying my tuition fees – what do I do?

Please supply a copy of the sponsor letter so that we can invoice them directly. If you have already been invoiced, then you may continue to receive reminders until the sponsor letter has been supplied.  The sponsor letter must be on company-headed paper, and should confirm the student’s name, the amount and duration of funding and the course description. It should also provide a Purchase Order number.

 

How much are my fees this year?

Please refer to your offer letter

Student Funding

I’ve been late completing my student finance application with Student Loans Company (SLC) and I am worried I won’t receive my student loan in time. 

If you have been invoiced but not yet applied to the SLC for a loan you will still be expected to pay instalments as they fall due. However, If you wish to discuss an interim payment plan then please contact us via the Help and Support section of your Student Portal to confirm what stage you have reached with your student finance application with the SLC.    

 

 

I’ve enrolled on my programme, but haven’t yet received my maintenance loan from the SLC. What should I do? 

We understand that it can be very worrying if you have applied for Student Finance but you have not received your maintenance loan when you expected to, or you have received an unexpected invoice for tuition fees that you thought a tuition fee loan was in place for. Your first maintenance loan will not be in your bank account on the stated date from Student Finance. That date is your course start date and is also the date which activates your payment. Consequently your first instalment will be in your bank account within 3-5 working days of your start date, assuming you have completed enrolment as a Northumbria student.

The University will send confirmation of registration/attendance to the Student Loans Company on the official start date of your course. It is essential that you enrol online and accept the Institutional Regulations before this date. Confirmations are sent daily to Student Finance – these will activate your loans and ensure that you receive payment within 3-5 working days from then.

If you are still concerned about your Student Finance, please check that you have:

  • Enrolled on your programme
  • Applied for Student Finance, stating that you are attending Northumbria University
  • Supplied your National Insurance number and any other evidence required to Student Finance
  • Given the correct course details and year of study to Student Finance
  • Have a payment schedule from Student Finance

If all the above is correct and you have:

  • Received an unexpected tuition fee invoice or overdue notification OR
  • Waited more than 7 days after the start of your course for your maintenance loan (please check for live payment details in your Student Finance account) OR
  • Any other issue with your Student Finance not covered by this article

Please contact our advisers at sv.welfareandinternational@northumbria.ac.uk

 

 

The course that I’ve applied for doesn’t appear as being funded on the SLC website 

This will need to be referred to the SLC to investigate to see if the course is on their database. Please contact Ask4Help with your full course name that is being studied, and to which Student Finance Office (England, Scotland etc) it relates, in case it is a domicile-related issue. 

 

 

My circumstances have changed – how will this impact my funding? 

If your circumstances have changed, for example - if you were due to go on a placement year but will instead go into the next year of study, you will need to let your funding body know so that you receive the correct funding for the year ahead. This is simple to do – just log into your account using the relevant link below, according to which funding body your account is with, and give the details of your change of circumstances.  

When you log in, you can also view your statements and letters, track an existing application, see when your payments are due and reset your password. This is also where you can find any reference numbers you will need to complete the University enrolment task. 

 

How will this impact my practice placement?

Practice Placements will continue as planned, however our confirmation of the location and other important details will be delayed. We are working with placement partners, with a focus on the earliest starting practice placements. For non-practice placement students we will continue to agree as many placements as we can, in line with the University position on placements within the UK or in other parts of the world.  We will contact you individually about your specific circumstances and the information we need from you and/or the placement provider, which may include information provided previously. 

We are working hard to ensure student placements are agreed. We will be in touch as soon as possible. If you have an enquiry, please submit it via the Help and Support section of your Student Portal  or contact Ask4Help on 0191 227 4646.

Can I contact my tutor directly?

The contact details of many of our academic staff are available on the University website. Use the search function to search contact details by surname.

Do I need to travel on to campus in September or can I study from home in Semester 1?

We will start semester 1 of the new academic year on 28 September 2020 at which point those of you who can travel safely to our Newcastle, London or Amsterdam campuses will be able to join us on campus for learning and teaching; those who cannot do so will start online and join as soon as practicable. Each undergraduate and postgraduate programme will involve blended learning, meaning that face-to-face learning complements online learning and vice versa. You can watch a video with more information about your learning here

Blended learning does not normally mean that you can study wholly online with optional on-campus engagement. However, exceptions may be made on an individual basis for students who, for legitimate reasons, are unable to travel to campus. If you are unable to engage with on campus learning activities, you should inform the University using the ‘Survey for Students in 2020/21’ - accessible via the My Info link in the Student Portal - so that your faculty team can be informed. 


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