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Charter & Policies > Statement of Service

Statement of Service


Guildford College of Further and Higher Education aims to provide information, advice and guidance for a range of services to current and prospective students and staff employed by Guildford College.

As an active member in the Surrey IAG Partnership we also offer impartial information, advice and guidance for careers and work to anyone living or working in Surrey over the age of 20.

What We Offer

The services listed below are able to offer free impartial information and advice for their area:

  • Information and Advice Centre (renewal)
  • Careers
  • Welfare (Student Services)
  • Continuous Professional Development
  • Quality and Performance Unit
  • Exams (Achievement)
  • Work-Based Learning
  • Administration and Admissions
  • Learning Resource Centre
  • Additional Learner Support
  • Schools and Community Liaison

Translations are available on request.

Contacting the Services and Accessibility

Each service has its own direct telephone line or email address.

Most services are accessible for customers with wheelchairs, mobility limitations and pushchairs (contact the individual services direct to discuss accessibility and parking arrangements).

A number of disabled parking bays are available at both campuses.

Opening Hours

08:00 - 21:30 Monday to Thursday
08:00 - 19:00 Friday

The College is open throughout the year but is closed for two weeks at Christmas.

What You Can Expect From Us

  • Effective, suitably qualified and experienced lecturers and support staff.
  • Information, advice, guidance and support through the Departments and Faculties.
  • A personal tutor/mentor to support your learning and personal development.
  • A systematic induction into the College, its facilities and your programme of learning, including a detailed programme handbook.
  • A wide range of learning experiences including access to appropriate working environment, facilities and equipment plus recognition of previous experience and learning wherever possible.
  • Opportunities to comment on the courses and other facilities through the College programme monitoring and evaluation system.
  • Nationally recognised qualification in an agreed sound and logical programme of study including an individual action plan to support your progression and careers development.
  • Opportunities for recording achievement including periodic reviews with annual written reports for all full-time students.
  • Assessed and marked work returned within an agreed time.
  • Suitable and appropriate work placements arranged as required, as available.
  • Assessed and recorded achievements at the end of your programme.
  • Equal opportunities in any dealings with the College.
  • Support for any individual learning needs within existing resources.
  • A copy of any information or advice note written.

Guildford College Expects You To

  • Share in the responsibility for creating the environment in which everyone can learn and enjoy the social life of the College.
  • Abide by the College Policies and Procedures and pay all tuition fees and other charges on enrolment.
  • Abide by the College's Equal Opportunities Statement (copies available from Departments and Faculties).
  • Accept responsibility for your learning, develop an individual action plan, and review your progress regularly with your tutor.
  • Inform the College if you leave the programme early, giving the reason.
  • Submit work of a satisfactory standard to meet deadlines as agreed with your lecturers.
  • Ensure work submitted is your own and not copied from other people or sources without being acknowledged.
  • Attend all elements of your programme of study and to account for any absences.
  • Make active use of the learning opportunities and support services offered.
  • Act in a responsible, mature and orderly fashion and to maintain good standards of behaviour whilst engaged in College activities both on and off College premises.
  • Adhere to the College Health and Safety policy, codes of practice and fire evacuation procedures. If there are any special safety requirements in your area of work, you must keep to them.
  • Inform the College of any medical condition you have which might affect others.
  • Respect the College environment by adhering to the College no smoking policy, eating and drinking in designated areas only and depositing litter in litterbins.
  • Carry your College identification card at all times, and take responsibility for your own property.
  • Never bring alcohol, gamble or use illegal substances or weapons on College premises.
  • Never encourage, or join in, any threatening violent or aggressive behaviour.
  • Accept any reasonable action taken by Guildford College, which results from non-fulfilment of these requirements. See Student Disciplinary Procedure and Code of Conduct, which can be obtained from your personal tutor/mentor.

How We Can Act On Your Behalf

We can make appointments on your behalf, and can put you in touch with or explain your needs to other specialist agencies, if you request us to do so.

If requested, additional support tutors will attend pre-entry interviews, or tutorials once the student has enrolled, to act as an advocate.

We currently provide information handouts in English, but if you require a different format, staff may be able to supply alternative versions; for example the Additional Learning Support Department can provide BSL interpreters and has access to a minicom.

If information that we do not hold is requested we will endeavour to locate the source of such information and on receipt pass these details on.

If a customer wishes to talk in private, a separate room can be provided.

Other College facilities to which students can be directed

For a full list of telephone numbers and services open to the public please see the telephone and emails page of this website under contact us.

Confidentiality and Data Protection

As part of our College-wide Management Information System your details will be recorded on our computerised database from the point at which you first enquire and throughout your time as a student with us. This allows the College to track its students and is useful if any queries may arise regarding your contact with us. Some paper-based records also exist (for example, customer enquiry forms, application and enrolment forms) which are held in a secure environment. Only authorised staff can access the information held in our systems and we are bound and abide by the Data Protection Act 1998 and its 8 principles, which require that data must be:

  • Processed fairly and lawfully
  • Obtained and processed for specific lawful purposes
  • Used or disclosed only in matters compatible with that purpose
  • Adequate, relevant and not excessive in relation to that purpose or purposes
  • Accurate and up-to-date
  • Kept only for as long as necessary
  • Available to the individual at reasonable intervals and without undue delay or expense with regards to any data use and where appropriate, to have such data corrected or erased
  • Securely kept, with guards against unauthorised access to, alteration of, disclosure or destruction of personal data and against accidental loss or destruction of such data.

What Can You Offer Us?

In continually aiming to improve the service offered to customers, we appreciate any constructive comments regarding our information, the service we provide and ways in which we can improve out provision. Compliments are appreciated and may be sent to the Quality Unit, Stoke Park Campus or e-mailed to

In addition, our Quality Department regularly surveys current and potential students on a College-wide basis and the results of these surveys are available for inspection upon request. The results of these surveys are fed back to each section of the College and improvements outlined from them.

If you have a compliment or complaint regarding the services, please inform us using any of the contact methods above. Any comments will be forwarded to the appropriate co-ordinator or Service Manager who will respond in writing if provided with a postal or email address. If complaints remain unresolved, or are not resolved to the customer's satisfaction they are passed to the Guidance Council. Copies of the Guidance Council's Code of Principles are available on request from Information and Advice or any of the other accredited services in the appendices of this Statement of Service.

We appreciate being treated with courtesy and respect for the service we provide and the knowledge we have. All services hold copies of the Statement of Service in full and an abridged version of each service is available for customers. The Statement of Service is reviewed annually.

Copies of the full Statement of Service, individual departmental Statements of Service, the Guidance Council's Code of Principles and all Policies offering clarification of service, networking, third party involvement, etc are available on request.