How We Will Work Together

  • This is your case and you will be encouraged to take a lead in it. The success will very much depend on your engagement.
  • Please tell us all relevant facts; we cannot be held responsible for any errors or omissions if you withhold important information (for any reason).
  •  You must inform us if you are receiving any assistance from other legal professionals, for example a solicitor.
  • We agree to act in a fair, confidential and non judgemental manner, and will not discuss your case outside of the department without your expressed permission.*(see below) 
  • As your case progresses, various appropriate actions will be agreed, and we will keep in touch with you on a regular basis.  We ask that you keep us updated with any developments in your case, and let us know immediately if any urgent action will be required.
  • We require at least 7 working days to respond to any contact from you, and at least 7 working days notice to attend any meetings with you (such as a University Disciplinary Panel hearing). 
  • In cases where correspondence is required with a third party we will review your draft statement or letter and give you feedback. We usually do not write letters or statements on clients’ behalf except in extreme circumstances.
  • Your caseworker will examine the facts of your case, and give their honest opinion of the possible consequences and outcome.  If they feel you have very limited chances of success, the advice provided will be restricted to signposting you to the necessary action to take.  Alternatively you may be referred to more appropriate service.
  • We will treat you with respect and dignity and ask the same of you.
  • If you do not attend two appointments in a row without notifying us, we will only be able to offer assistance limited to short drop in, email or phone calls. Please see our policy on withdrawal or restriction of service on the reverse  

     

    In the event that you are unhappy with the service we have provided you should discuss your concerns with the ARC Manager.

     

    *The ARC takes confidentiality very seriously.  All client information is treated in the strictest confidence.  The only exceptions to this are where there is a legal obligation to disclose (very rare) or when we believe the client or other people are at serious risk of harm.

Withdrawal or Restriction of Service

ARC is committed to providing a high quality service to all Brunel students. However, it may occasionally be necessary to place restrictions on the service offered to some clients, and in exceptional circumstances service may be withdrawn. This policy outlines the circumstances in which restriction or withdrawal may happen.

 

Restriction of Service

The ARC team endeavour to provide the level of support appropriate to each case, and as such we do not normally place limit on contact times or methods or the level and intensity of support.

However, in some circumstances it may become necessary to restrict client’s use of our service. These circumstances may include: read more

  • If the level of contact is limiting time available for other clients of our service
  • If we believe the level of support required is disempowering the client
  • If the client consistently fails to keep appointments
  • If the client consistently undertakes activities without keeping their caseworker updated, or if the client consistently undertakes activities their caseworker repeatedly advised them not to.
  • If the level or nature of assistance is outside our service’s remit
  • If, in Adviser's experienced opinion, the chance of success in client's case is so low that it would be unreasonable to expend any resources beyond basic advice.
  • If the service user is not a student at Brunel University (for example a parent or a partner would need to obtain and demonstrate permission from the student in order to access our service for the benefit of the said student).

The ARC Manager in consultation with the client's Adviser will decide the details of the restriction, for example whether it will apply to particular advice areas only, or for limited period only or whether it will be permanent. Such details will be decided on case by case basis.

The ARC Manager or the client's Adviser will then inform the client of the Restriction's remit.

Withdrawal of Service

In rare and exceptional circumstances, it may be necessary to withdraw student’s access to our service. These circumstances include: read more

  • If the student behaves in an aggressive, or violent, or discriminatory manner.
  • If the student is considered to pose a threat to the safety of staff or other clients.

Where an adviser believes a withdrawal of service is necessary, this will be discussed with the Advice and Representation Centre Manager.

Any student for whom the service is withdrawn will be notified by email to their Brunel email account, and directed to the Union’s complaint procedure should they wish to raise any concerns they may have.

In the event that you are unhappy with the service we have provided you should discuss your concerns with the ARC Manager.

*The ARC takes confidentiality very seriously.  All client information is treated in the strictest confidence.  The only exceptions to this are where there is a legal obligation to disclose (very rare) or when we believe the client or other people are at serious risk of harm.