Book an Appointment

How to Book

  1. Choose a date/time. Please note bookings will always display appointments in the UK time zone.  Appointments can be booked a maximum of 7 days in advance. 
  2. Choose how you would like to talk to us, and tell us about your issue. If you can give us details in advance, we can be more prepared for your appointment.
  3. Select consent options. You can read our Confidentiality Policy if you'd like more information about how we handle your data.
  4. Click/tap on 'Book' to finalise the booking. A confirmation email will automatically be sent to the email address you have given us.
  5. Email su.ask@keele.ac.uk with any documents relating to your query that you would like the adviser to read before your appointment.

Got questions? See our FAQ below!

Need to cancel or reschedule?

If you are no longer available for your appointment, please re-arrange or cancel from the link in your booking confirmation. If you don't have the confirmation email or it's too late to change your appointment on the system, please email su.ask@keele.ac.uk.

Appointment Information

  • Telephone: an adviser will call you at the appointment time. Please make sure you're using a UK phone number as we can't make international calls.
  • Teams: an adviser will call you at the appointment time, using your Keele email address. You will not be sent a link.
  • In person: please report to The Hub reception, next to the ASK office, and they will let us know you have arrived.

If you are more than 10 minutes late for an appointment you have booked, you will be asked to make another appointment.

 

Frequently Asked Questions //

I get an error message when I try to book

If you get an error message saying there's missing information but you've definitely filled in everything, try refreshing the page then fill in all the sections (even the optional ones). If you're still having problems booking, please email su.ask@keele.ac.uk.

 

Very rarely, the system will glitch and it's not possible to book a particular slot. We apologise if this happens, please try try a different time slot and email us if you're not having any success.

I can't see any free appointments

Booking slots are only released up to 7 days in advance, and during busy periods our appointments may fill up quickly. New appointments become available each day for the following week, so please keep checking back. You may also see availability if there are any cancellations.

 

If your situation is urgent, you can email us to ask whether we are able to create an additional appointment. Please be aware that during peak times (such as appeal deadlines), many students may be facing the same deadlines.

 

If it's not possible to offer an appointment, we can still provide advice by email. In some cases, university deadlines can be extended, and lower-level meetings may be rescheduled to allow you time to speak to us.

I didn't get an email confirming my booking

Our booking system automatically sends a confirmation email to the email address you entered when making your appointment.

 

If you can’t find the email in your inbox or junk/spam folder, it’s likely there was a mistake when typing your email address - we see this happen often. If you’re unsure, please contact us at su.ask@keele.ac.uk and we can check your booking for you.

I booked a Teams appointment but haven't been sent a link

For most Teams appointments, we do not send a meeting link. An adviser will call you via at the time of your appointment, we just need you to be logged into your Keele account and ready to accept the call.

 

If you do not have a Keele account, please see the section below.

I want a Teams call but I don't have a Keele account

No problem, just email us at su.ask@keele.ac.uk and we will set up a link for you!

I booked a Teams or phone appointment but no one called

First, please check your booking confirmation to ensure you have the correct date and time. Occasionally, students may mix up the day or time, or there may be confusion with time zones.

 

If your appointment time has passed and you have not heard from us, it’s possible we attempted to contact you but were unable to get through. This could happen if:

 

  • You have poor phone signal or an unstable internet connection
  • You are not logged into your Keele account for a Teams appointment

We always aim to honour all appointments. Sometimes appointments may run over, which can cause a short delay. If we expect to be more than 5–10 minutes late, we will contact you by email to let you know.

 

On rare occasions (for example, due to staff sickness), we may need to cancel an appointment. If this happens, we will contact you by email as soon as possible and do our best to provide alternative support, either through email advice or by offering a new appointment at the earliest opportunity.

Can I book more than one appointment?

You should only book one appointment at a time. If you book a second appointment without cancelling your first appointment, ASK will cancel your first appointment to ensure it is free for other students to book.

 

You are welcome to book a follow-up appointment after you have already spoken to an adviser, but please bear in mind that we are a small service available to all Keele University students. For standard appeals and academic misconduct cases we will normally have a restriction of one appointment per case, with follow-up support via email, but we do adjust to students' needs.

Can I change my appointment type?

Yes, in most cases we can change your appointment type. Please follow the link in your appointment confirmation to update your booking. If you don't have an email, or if it's too late to change it online, please email su.ask@keele.ac.uk as soon as possible to let us know what you’d like to change.

 

If you want to switch to an in‑person appointment, there may be rare occasions when an adviser is working from home and an in‑person appointment is not possible.

Why do you cancel the appointment if a student is more than 10 minutes late?

As a small and busy service, we need to use our time to support as many students as possible. To make sure all students receive a fair and effective service, we need to cancel late appointments and offer a new booking instead.

 

Additionally, if you arrive late, it reduces the time available in your appointment. After 10 minutes, there may not be enough time left for us to fully understand your situation and give you appropriate advice.