Academic advising
Which courses to take and in what order, whether your workload is realistic, and what to do about a term that has gone wrong.
Students
Student support
What exists when you need help, and who to go to for which kind of problem.
Four kinds of help
Different problems, different doors.
Knowing which door to knock on saves a week. These are separated on purpose rather than pooled into one address.
Your course tutor
Questions about the material itself, about an assessment brief, or about feedback you have received.
Technical support
The platform, access, and anything that stops you submitting. A technical failure at a deadline is not your problem to solve alone.
Extensions and circumstances
Illness, family circumstances or work that makes a deadline impossible. Ask before the deadline rather than after it.
Time zones
Our students are not in our office hours.
A support line that runs nine to five in one country is closed for most of the working day in another, and most of our students are eight time zones or more from the United States. Support hours have to be published in the student's own time, not ours, and this page will state them that way.
🔴 A deadline expressed without a time zone is a trap. Every deadline eLadder sets should carry one, and where it does not, ask.
If something has gone wrong with the university itself
Support handles problems you have. A complaint is different, and it has its own process with a route outside eLadder if our answer does not satisfy you.