Hub photo Many of Imperial's supporting departments are brought together here, so that you can get answers to your most frequent queries in one place! The Hub provides comprehensive information, run by knowledgeable staff, about university services available to students.

Our standards

We have 11 key targets that we endeavour to meet to ensure that you receive the best service from us:

  1. We identify our students’ needs at the first point of contact
  2. We provide clear, accurate, up-to-date and impartial information and advice
  3. We communicate with our students clearly, courteously and with competence
  4. All team members are enthusiastic and willing to assist with all enquiries that come into the Student Hub
  5. All team members are aware of how their own performance and actions can impact other team members and our students, therefore we continuously strive to be the best
  6. Team members can be easily identified by their name badges
  7. If applicable our students can access other relevant and related services through their contact with us
  8. If we are unable to answer your query we will refer you enquiry onto a relevant specialist for resolution. With this we will provide you with the contact name of this person and a clear timescale to which you can expect a response from them
  9. We deliver services to our students in a timely manner and within the time frame set out within our Customer Charter
  10. Where appropriate we always follow up with our key customers after we refer them to others
  11. We deliver a professional service with our students best interests in mind