Welcome to the University Counselling Service!
Our service offers emotional support, counselling and opportunities for personal development to all our students. We are pleased to share that students, who have used the Service for 6-9 appointments, report a 42% increase in their capacity to cope and 41% decrease in feeling isolated, whilst 93.5% stated that they are highly satisfied with the Counselling Service overall (Counselling Service statistics, 2020-21).
The Counselling Service
The Counselling Service is a team of supportive and experienced staff, who know what it’s like to be a student juggling with other responsibilities at the same time.
Counselling provides an opportunity, not only to talk about any personal or emotional difficulties that may be concerning you but also to help you lead a more fulfilling and successful life, particularly at university. This process takes place in a space which is empathic, non-judgmental and, within legal requirements, confidential.
The majority of students who have used the service say that counselling is very supportive and valuable. Many students describe counselling as a life-changing experience, which has made their time at university much more rewarding.
To find out more about who we are please visit our Staff webpage.
What is counselling?
All of us have to deal with difficult experiences at various times in our lives, they might be emotional, physical, psychological or social. Talking things through with a counsellor can really help.
Counselling provides an opportunity for you to think and talk in confidence about any personal or emotional difficulties that may be concerning you. It is time and space to examine, clarify and understand your concerns, and explore and develop more effective ways of dealing with them. The role of the counsellor is to provide support and help in this process of exploration, understanding and change.
Issues we work with
Students come to counselling with a number of issues that may affect their ability to achieve their aims at university. Please see below a list of some of these issues we work with:
- maximising academic performance
- loss of motivation
- personal growth and development
- problems with studies and exams
- suicidal feelings
- family problems
- sex and sexuality
- cultural issues
- eating difficulties
- drug or alcohol problems
- life changes
- life crises
- mental health issues
- experiences of abuse or discrimination
The activities and information on our webpage may be used to help you develop your skills in various areas or to manage various difficulties in your life. While most of the information is geared towards students, there are several which may also be used by staff (help with sleep problems and relaxation, in particular).
To gain access to this information please visit our Self-help materials webpage.
Mental health support
Many people begin to experience mental health problems in their teens and early twenties. When it happens, it can feel very worrying and you might think you are the only one. However, there are people to talk to and the University Counselling Service, in conjunction with the Disabilities and Dyslexia Service (DDS), can help you. For additional information please consult the Mental Health Policy 2019 .
In the ‘Mental health, in our own words’ video, produced by the mental health charity, MIND, thirteen people aged 18-25 speak about their experience of mental health challenges. Their message to you: "You're not alone. Things will get better. Ask for help."
Support for Sexual Assault Survivors
The Counselling Service is committed to supporting survivors of sexual violence and harassment within the university community. If you or a student you know has experienced sexual violence or harassment, please refer to the following guidelines for support.
What is sexual assault?
Sexual assault is an act in which a person intentionally sexually touches another person without that person's consent, or coerces or physically forces a person to engage in a sexual act against their will.
Are you safe?
If you or others feel at risk or consider the situation to be an emergency, please call the police or an ambulance on 999.
Deciding what to do next
Deciding whether or not to report the incident to the police can be a difficult decision to make, especially if you are in a state of shock. You do not have to make that decision right away. However, please consider getting medical help as soon as possible, even if you do not have any physical injuries.
If you do want forensic evidence to be collected, try to go to the nearest Sexual Assault Referral Centre (SARC) or the police as soon as you can, and within 72 hours if possible.
If you do decide to have forensic evidence collected, please try not to drink, eat, wash, smoke, brush your teeth, or change your clothes, if possible. Please also try to keep any condoms, bedding or clothing in separate, clean plastic bags. This will all help to preserve any forensic evidence. Contacting your nearest SARC does not mean that you will need to report the assault to the police, as you can make that decision at a later time.
If you have just experienced sexual violence, you might be having many different reactions. Common reactions include feeling numb, shocked, scared, confused, stressed and angry. There is no wrong way to feel and at times emotional reactions to a distressing experience emerge at a later time.
Support from the Counselling Service is available to students at London Metropolitan University and appointments can be made directly through our booking website. The Counselling Service also offers consultation appointments to members of staff and alumni to assist with referrals to external support services. If you have recently experienced sexual assault and would like to speak with a counsellor, please contact email@example.com for a priority appointment. Please bear in mind that our availability can be dictated at times by our opening times and limited resources. For immediate and/or out-of-hours support please call 999 or your closest Rape Crisis branch (see below).
External Support Services
Detailed guidelines for people who have experienced rape or sexual assault. Includes a list of what to do and ways to seek support.
Specialist centres in London for people who have been raped or sexually assaulted in the past 12 months. Forensic evidence can be collected at The Havens and they offer medical examinations, medical tests, and treatments if needed.
Open 24 hours a day, 7 days a week.
For urgent advice/appointments, call 020 3299 6900
Rape Crisis Centres provide frontline specialist, independent and confidential services for women and girls of all ages who've experienced any form of sexual violence, at any time in their lives.
North London Rape Crisis
o Helpline: 0808 801 0305
- Monday and Friday 10am - 2pm, Tuesday 10am - 1pm and 6pm - 8pm and Wednesday and Thursday 1pm - 5pm
o Website: www.solacewomensaid.org
East London Rape Crisis Service
o Helpline: 0800 160 1036
- Monday, Tuesday, Friday and Saturday 10am - 12pm. Monday, Wednesday, Thursday and Friday 2:30pm - 4:30pm. Tuesday, Wednesday and Thursday 6pm - 8pm
o Website: www.niaendingviolence.org.uk
West London Rape Crisis Centre
o Helpline: 0808 801 0770
- Monday and Friday 10am - 12pm and 2:30pm - 4:30pm and Tuesday, Wednesday and Thursday 10am - 1pm and 6:30pm - 9pm
o Website: www.wgn.org.uk/
South London Rape Crisis
o Helpline: 0808 802 9999
- National Helpline open every day of the year: 12pm - 2:30pm and 7pm - 9:30pm (incl. weekends and bank holidays), and Monday to Friday, 3pm - 5:30pm
o Website: www.rasasc.org.uk
Survivors UK supports and provides resources for men who have experienced any form of sexual violence: Survivors UK is based in Central London and provides information, support and counselling. They also offer an online helpline that can be accessed here (https://www.survivorsuk.org/ways-we-can-help/online-helpline/)
Organisation providing advice, information, and support to victims of stalking and harassment.
Website by the Metropolitan Police explaining the process of reporting sexual assault.
Support for Trans Staff and Students at the University (Guidance)
We aim to make our University an inclusive and accepting place for all students and staff. This guidance aims to raise awareness of this aspect of gender equality and therefore ensure that trans staff and students do not suffer discrimination, harassment or victimisation.
We acknowledge that Trans is an umbrella term encompassing all those who do not identify with the sex they were assigned at birth, including but not limited to those who are transgender, and non-binary. This guidance applies to all self-defined trans staff and students. This includes those who seek to, are in the process of or have completed a process of transition, as well as those who do not wish to or want to transition.
In response to the request for guidance supporting trans staff and students at the university, we decided to compose a guidance document which is intended as a Service statement and a stepping stone towards a more comprehensive Trans policy established by the senior leadership of the University. For more information please check our Trans guidance.
Counselling Referral list
Please visit our Referral list page if you'd like to find more information on services that offer support and counselling on a variety of issues.
Our webpage gives web addresses and some telephone members for a number of organisations, national and international. Some of these relate to self-help groups and others to sources of information. Site descriptions are often those provided by the site. The list is not intended to be a recommendation. The Counselling Service would like to hear from you if you have used any of these sites or if you have problems accessing the site.
Health - Emergency contact details
Please visit our Health and Emergency contact details page if you'd like to find more information on external services, such as hospitals, A&E departments, GPs and many more.
Services for university staff
The Counselling Service provides training, consultancy and other services for staff on a variety of mental health-related subjects.
Consultancy to Departments and Staff
The Counselling Service offers consultancy, advice and information to departments and individual staff on working with students who are causing concern. While the service does not offer individual counselling to staff (staff counselling is provided through the Workplace Options scheme, see below), the team works with departments to explore ways of working with students who are experiencing emotional, behavioural and mental health issues.
Commonly raised issues include:
- How to respond and support a student in crisis or with suspected mental health difficulties, including emotional distress, paranoia, deluded beliefs, anxiety and depression. This might include students whose behaviour has suddenly changed and which is giving you concern for their wellbeing.
- How to respond to students whose behaviour is problematic and /or disruptive to other students and / or staff.
- How to respond to and support students who do not wish to register their mental health problem with the Disabilities and Dyslexia Service (DDS)
- How to support students who register a mental health difficulty with DDS
- Disclosure - if you are looking for more information on what constitutes a disclosure, university policy relating to disclosure, and what you should do when a disclosure takes place, please consult our
- How to respond appropriately (and in line with university policy) to students you think pose a risk of harm to themselves or others. This includes threatening behaviour, any mention of suicide, child protection concerns and self-harm.
- Students who wish to intermit because of mental health difficulties. There are procedures for supporting students through this process and with their return to study.
If you are looking for advice on working with students with mental health difficulties, legal framework and adjustments please check our
Presentations and tailor-made support
Should you request it, staff from the Counselling Service will be happy to give talks or presentations to your team or students within your area, on any mental health-related issues, including all of the above. In the past year, the service has worked in collaboration with many departments to meet specified needs. In addition to training sessions the service has designed and delivered workshops, within departments and with students, on the following subjects: listening skills; helping students make use of feedback; finding your own voice; time management; procrastination; relaxation techniques; managing exam anxiety; motivation and goal setting; creativity in your learning. The service is happy to respond to specific requests related to your area.
Trainee and associate placement scheme
The Counselling Service at London Metropolitan University has an established Trainee and Associate scheme, providing a number of clinical placements for:
- Counsellors in the advanced stages of training
- Counsellors who are qualified and wish to gain experience in Higher Education and accumulate hours for accreditation
We welcome applicants from a variety of theoretical orientations and training backgrounds (in counselling & psychotherapy) and from diverse personal and cultural backgrounds. The scheme offers an opportunity to gain work experience in the context of an inner-city institution of Higher Education, which has a culturally diverse population and a high proportion of mature (25+) students.
Update! Recruitment Year 2020-21 - Our recruitment for the following academic year has now been completed. For more information, please check our placements webpage and/or contact our placement coordinator, John Mackessy, at: firstname.lastname@example.org. We'd be happy to answer any questions you might have about our scheme.
Mitigating circumstances, appeals and supportive information
A counsellor may be able to help you with what is called 'mitigating circumstances' and/or with an 'appeals' process. However, such support is usually, though not always, in the context of 'regular and on-going' meetings.
If you are experiencing difficulties which impact upon your studies, then you are advised to discuss these with your counsellor at an early stage, so that arrangements can be made before the mitigation and appeals deadlines. If you have not attended counselling regularly or you have missed appointments, then the Service may refuse to support your application. The Service will consider supporting mitigation and appeal applications in relation to emotional and mental health problems only. We cannot support applications which are based on the following: medical issues, legal issues, transport problems, computer problems or problems which we cannot verify.
Confidentiality and Privacy
Once you have made contact with the Counselling Service we need to collect and process certain data about you. We require this information to be able to provide you with counselling or other support and to collaborate with other university services when appropriate. This notice explains how we collect your personal data, how it is stored and processed, who gets access to it, and what your rights are under the 2018 General Data Protection Regulations (GDPR).
Consistent with the GDPR, personal information collected and used by the Counselling Service must be:
- Processed lawfully, fairly and in a transparent manner.
- Collected and used only to facilitate counselling and other support of students using the Counselling Service.
- Adequate, relevant and limited to what is necessary.
- Accurate and kept up-to-date.
- Stored for a limited time period (no longer than 7 years after students last contact with the Counselling Service).
- Processed and stored in a secure manner in two Counselling Service locations (Learning Centre, Holloway Campus and Calcutta House Campus, Aldgate) and password protected and encrypted online when necessary.
What information we hold about you
When you make contact with the Counselling Service prior to your first appointment we access your personal data from the University student record system. At your first appointment (Pre-counselling meeting) we then need to collect additional information about you, such as:
- Your name
- Your contact details
- Your date of birth
- Your ethnic origins
- Your academic department and course information
- Details of your emergency contacts
- Your GP name and contact information
- Any disabilities which you have disclosed to us
- Factual information on your mental health and wellbeing, personal circumstances, and background, as disclosed by you during counselling appointments.
How we use your personal information
Only Counselling Services staff who need access to relevant parts of your data will be authorised to do so. Information about you in electronic form will be password protected and encrypted when necessary, while paper files are stored in a secure manner.
Information about you will be processed using London Metropolitan University software systems. The University has contracts with the providers for their cloud services to safeguard your data.
Sharing your personal data
Further GDPR requirements, the Counselling Service abides by the British Association for Counselling and Psychotherapy (BACP) Ethical Framework for the Counselling Professions (2018). The information you provide to the Counselling Service is confidential and we will only share information about you with your consent. This means that we will not share information about you with other University services, academic departments, relatives, health professionals, or external agencies without your expressed permission.
Staff within the Counselling Service may discuss aspects of your circumstances with their immediate colleagues, or in a few cases where relevant, with the Head of Student Services and/or the Student Services Multi-Agency team. If such discussions take place it will usually be for the sole purpose of seeking information, confirming the best course of action, or helping the member of staff to reflect on their work with you. Whenever possible, any such discussion between staff in Student Services will take place without identification of you personally.
However, there are certain circumstances where a disclosure without your consent is required or permitted by law:
- When a counsellor has significant concerns that a student presents a risk of harm to themselves or others.
- When a counsellor has serious concerns about the wellbeing of a student under the age of 18 (The Children Act 2004).
- When a counsellor is made aware of a child who is being abused or is at risk of abuse (The Children Act 2004).
- When a counsellor is informed of terrorist activities (The Prevention of Terrorism Act 2005)
- When we are asked by external agencies to disclose information and there is a legal requirement to do so (e.g. The proceeds of Crime Act 2002, Children Act 1989, Prevention of Terrorism Act 2005, Social Security Fraud Act 2001, Immigration Act 2016, Special Needs and Disabilities Act 2001)
- When we may be required to do so by a University regulation, The Higher Education Statistical Agency (HESA) or the UK Research Councils (although this would not automatically apply in the case of any information held by the Counselling and Wellbeing Service)
If it becomes necessary to share your personal information without your consent, we will do our best to discuss this with you before that happens. Information to third parties is only provided on a need to know basis and all such conversations will be respectful.
How long we keep your information
We will only store your personal data for as long as is necessary. For the purposes described here, we will store your data for a period of seven years following your last appointment with the Counselling Service.
Consistent with the GDPR, you have the right:
- To find out if we use your personal information and how we process it;
- To view your personal information with your counsellor and receive copies of your personal record;
- To request that we correct and update inaccurate or incomplete information on you;
- In certain circumstances, to have your details deleted, or anonymised, from systems that we use to process your personal data subject to University Legal Responsibilities and Liabilities;
- To object to certain processing of your information;
- To withdraw your consent to the processing of your personal data at any time, if we have already obtained your consent to do so;
Under GDPR you are entitled to request a copy of the personal data we hold on you. This involves completing our subject access request form and sending it to the Information Compliance Officer with proof of ID.
If you wish to make a subject access request for your personal data, please refer to our Subject Access page.
If you require further information on how London Metropolitan University handles student data, please contact the Data Protection Officer at the following address;
Data Protection Officer
University Secretary's Office
London Metropolitan University
166-220 Holloway Road
London, N7 8DB
- It is not permissible to record or publicise the content of our exchanges or share them with a third party
- We cannot guarantee the absolute confidentiality of online communications. Please be aware of the laws in your country, if based abroad when you talk to one of our counsellors.
- We do not guarantee the confidentiality of extent where we are required to disclose by: laws or order of any court, regulator or similar body. Service is provided in England and in accordance with English law. Complaints can be raised through the university complaint procedure.
- If you are based in a country where counselling is restricted by local legislation and/or our counsellors are not confident that they can legally provide a service, the Counselling Service reserves the right to refuse provision of counselling support and undertake ‘wellbeing checks’ instead.
Equality and Diversity Statement
The University Counselling Service respects and welcomes difference and diversity. The Service recognises that many individuals and communities experience discrimination and oppression on the grounds of their gender (including transgender and transsexual people), relationship or marital status, race or ethnicity, disability, sexual orientation (because they are lesbian, gay, bisexual or heterosexual), age, health status, appearance, language, background, class, faith or religious belief, physical appearance and political opinions. We believe that equality for all is a basic human right and actively oppose all forms of unlawful and unfair discrimination. We celebrate the diversity of society and are striving to promote and reflect the diversity within the Service.
Counsellors in the Service follow an approach to counselling which embraces a positive view of identities and relationships. The Service is mindful of its obligations under the Equality Act (2010) and the Ethical Framework (2018), published by the British Association for Counselling & Psychotherapy (BACP). Counsellors in the Service are committed to the following principles and practices:
- Respect and Dignity - Counsellors will treat all clients with respect and dignity regardless of: age, disability/ability, gender/gender reassignment, relationship status, race, religion/belief and sexuality.
- Equality of Opportunity - Counsellors are committed to the provision of a fair and impartial service to all clients, to equality of opportunity and avoiding discrimination against people or groups contrary to their legitimate personal or social characteristics.
- Uniqueness - Counsellors acknowledge and value that each person has a unique story related to his/her personal discovery and identity. Counsellors will therefore work with clients in a way which avoids generalisations and stereotypes.
- Self-awareness - Counsellors will work to be aware of (and where necessary, change) their own attitudes, values and beliefs and the influence which these may have on their work with clients. Counsellors will endeavour to monitor the influence of their own value system on their professional work.
- Reflection - Counsellors will reflect; alone and with colleagues; on their work with clients and will discuss any impediments they may experience in working with diversity. Counsellors strive to create an open attitude and a safe environment, where the giving and receiving of feedback from colleagues and clients is welcomed.
- Knowledge - Counsellors will endeavour to keep themselves informed and open about the experiences of diverse groups, their attitudes, beliefs, values and lifestyles. The Counselling Service will also provide training related to diversity issues.
- Non-judgmental - Counsellors will strive to bring a non-judgmental attitude to their work with clients and will endeavour to create an affirmative setting, i.e. using affirming language, providing information which acknowledges and is respectful of difference, challenging assumptions and norms which are mono-cultural or indicative of prejudice.
- Education - Prejudice and discrimination often arise from a lack of knowledge, experience, understanding and awareness, rather than deliberate intent. The Counselling Service acknowledges the ongoing nature of learning to work with difference and will continually seek to inform itself and others across the University about issues of diversity.
Online appointment bookings
Book a Pre-Counselling appointment with a counsellor - depending on which browser you are using you may need to type your postcode into the Qudini page to generate the booking links.
In the counselling service, we abide by the belief that asking questions is a significant step towards receiving the right support for you. In order to make this effort more accessible and user-friendly, we have composed a list of commonly asked questions. For more information please visit our FAQs webpage.
Please contact us for further information on counselling and personal development issues or to book a Pre-Counselling appointment.
Pre-counselling bookings - please contact us on email@example.com or 0207 320 2848 with the following information:
- Full name
- ID number
- Email (that you consider confidential)
- phone number
- your availability (am and pm) for the following 3 weeks
A member of our admin team will respond to you and guide you through the booking process.
For general enquiries only, please contact us on: firstname.lastname@example.org
Monday to Friday
9.00 am - 6.00 pm
166-220 Holloway Road
Holloway Road Campus (Room TM1-33)
Aldgate Campus - tbc
To see a counsellor, you would first come to a 'Pre-Counselling meeting' at your regular campus, either Holloway or Aldgate. These sessions take place daily and can be booked in advance, for the week in which you are booking. The session lasts about 50 minutes. Further counselling sessions will also normally last about 50 minutes.
We call this a 'pre-counselling meeting' because it is slightly different to regular counselling sessions, eg the counsellor will probably take notes. It is an opportunity for you to tell the counsellor what is concerning you. The counsellor will ask you some questions to help clarify your situation and will communicate his her understanding. The counsellor helps you decide on future action, including the possibility of further counselling.
The length of the session varies, anything from 25 to 50 minutes. Counselling sessions arranged thereafter will normally last about 50 minutes.
There are several options, the decision about which will be made in consultation with you:
* No further action, and you are always welcome to make contact again if necessary
* Referral to one of the University’s counsellors for individual counselling, usually a further six sessions
* Periodic review with a counsellor - where you would meet at less regular intervals
* Referral for group work
* Referral to another source of help within the University
* Referral to an external organisation, e.g. GP; Psychological services; external counselling
* The counsellor may advise you on various forms of self-help material available
It will probably not be the counsellor seen in this first meeting. Sometimes it is. In addition to a team of permanent counsellors, the Service offers placements to counsellors and psychotherapists who are in the advanced stages of their training. This enables us to offer a professional service to a larger number of students.
The Counselling Service has worked very hard to reduce waiting times and generally operates without a waiting list. There may be times when it is necessary but waiting time can be reduced if you give us a wide range of days and times when you can meet for ongoing sessions.
Yes. The content of sessions is confidential to the Counselling Service. All counsellors are required to attend professional supervision, during which the content of sessions may be discussed. This means that your counsellor may discuss your circumstances with other counsellors in the service. Unless you request it and give permission, s/he will not discuss your circumstances with anyone else in the University.
The Counselling Service is part of a wider integrated Student Services Department. There are times when a counsellor may be better able to help you by speaking with other professionals in Student Services. We would do so only with your permission and only essential information would be discussed.
Yes. There are some very rare exceptions, for example, if the counsellor believes that you may cause serious physical harm to yourself or someone else. In these circumstances, your counsellor may disclose personal information. Such disclosures would be made on a ’need to know’ basis and would usually happen only after consultation with a senior colleague and (if possible) with you. For more information on our 'Confidentiality and Privacy Statement' please check our main webpage.
Counsellors are required by their professional body (eg BACP/UKCP/BPS or other) to keep a brief record of counselling sessions. In the University Counselling Service, we ask counsellors to record only factual information from the session. You are welcome to discuss the matter with your counsellor and to view your notes.
The decision to take part in counselling is a step towards resolving your difficulties. In order to gain the full benefit of the sessions you need to commit to the process and recognise that you too have responsibilities.We therefore encourage you not to miss appointments. However, if you know in advance, you should inform your counsellor in the previous session, by telephone, by dropping into Student Services and leaving a message or by email. If you miss your first appointment without letting us know, we are unlikely to offer you a second. If you miss several appointments, these will be counted as part of your six session contract. In addition, the Service reserves the right to terminate your counselling at any stage.
As your six sessions come to an end, you and your counsellor will review how the work has gone. Most students find that the six sessions are enough and explore one of the following available options:
- Bring counselling to a close
- Start a new counselling contract if appropriate and possible
- Arrange periodic review meetings
- Referral to an external agency, eg your GP, specialist counselling or psychotherapy, self help groups
Consider referral to another internal service such as a counselling group or another service in the Student Services.
One of the commonest problems of being a student is leaving revision or assignments until the last minute. If you like having tension and work well with this, then you may not want to change. However, unexpected events may later throw you off course and you may find that putting things off sabotages your progress. For more information on how to tackle 'procrastination' please check our Self Help pages.
Indeed we do have one. For more information please consult our main webpage.
Yes, a counsellor may be able to help you with what is called 'mitigating circumstances'. The counsellor may also be able to help you with an appeal. However, such support is usually, though not always, in the context of 'regular and on-going' meetings. If you are experiencing difficulties which impact upon your studies, then you are advised to discuss these with your counsellor at an early stage, so that arrangements can be made before the mitigation and appeals deadlines. If you have not attended counselling regularly or you have missed appointments, then the Service may refuse to support your application. The Service will consider supporting mitigation and appeal applications in relation to emotional and mental health problems only. We cannot support applications which are based on the following: medical issues, legal issues, transport problems, computer problems or problems which we cannot verify.
This is not correct. The Counselling Service is not part of the NHS nor does the service hold medical records. If necessary, and with your agreement, we will liaise with the NHS on your behalf. The NHS will record details on your medical records. Records kept by the Counselling Service are for our purposes only.
Although our online appointments are offered via an encrypted online platform (Zoom), we cannot guarantee the absolute confidentiality of online communications. As regards to recording, it is not permissible by law (GDPR) to record or publicise the content of the counselling exchanges or share them with a third party without the participants’ explicit informed consent. Sometimes, recorded sessions are needed for training purposes; in these cases, counsellors will seek and obtain your written permission before recording your exchange.
As per our policy, we don't offer ongoing counselling support to students who are already receiving ongoing therapy with another mental health provider. One one hand, this is to allow more students, who are not supported, to be seen by a counsellor within a reasonable amount of time. On the other hand, working with multiple counsellors can raise certain complexities which can confuse the person seeking support and/or 'split' the therapeutic process.