Our Service Standards - Student Centres - University of Derby

Our Student Centre Service Standards

We are committed to meeting the service standards set out in our Student Centre charter. Here’s how we monitor this, and our results for 2016/17 academic year:


When you phone us

We check each month against call logs to our Student Centre numbers, and have a voicemail facility for calls received outside our normal working hours.  We aim for above 90% of calls to be answered within 5 rings.

2016/17 academic year

95% of calls answered within 5 rings  

When you email us

We check against our ‘sent items’ to make sure we’re meeting the 2 day turnaround time for an initial response.

2016/17 academic year

90% of emails received an initial response in less than 1 working day


(during September, our busiest period, we met our 2 day standard for 95% of emails)

Your feedback on our service

We always welcome feedback from our customers and stakeholders.  You can feedback to us through our email signature feedback link, direct to our emails or through the ‘Happy cards’ in the Student Centres.  On a scale of 1-10, we aim for an average score of above 8 over the academic year.

2016/17 academic year

Our average score for 2016/17 was 9.25 out of 10

(we’re really pleased to have increased from 8.88 in 2015/16 academic year!)

Complaints against the Student Centre Service

Whilst we would always like to have no complaints received against our service, we welcome the feedback and opportunity to review what we do that comes from such complaints.  We aim for less than 10 complaints against our service in an academic year.

2016/17 academic year

We dealt with 3 complaints against our service, each successfully resolved to the satisfaction of the complainant

 If you would like a breakdown of our performance against standards, please contact studentcentre@derby.ac.uk. 

You said it ... we did it

  • In 206/17 you let us know you needed your Council Tax exemption letters earlier than 12th October.  For 2017/18 we are now able to send these letters to full-time undergraduate students from 1st September or the day after your enrolment is confirmed (whichever is the earliest).  
  • You wanted an easier way to apply for Kedleston Road parking permits if you were an eligible student returning to study.  For 2017/18 we introduced a 'renewals' system, contacting over 350 students and with 214 eligible students getting their permits early.