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| Problems hit student loans system | Problems hit student loans system |
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| Ministers are keeping a close eye on the student finance system as it struggles to deal with a record number of applications for grants and loans. | Ministers are keeping a close eye on the student finance system as it struggles to deal with a record number of applications for grants and loans. |
| Higher Education Minister David Lammy contacted the Student Loans Company after numerous complaints about delays. | Higher Education Minister David Lammy contacted the Student Loans Company after numerous complaints about delays. |
| The firm, which this year took over the processing of maintenance grants and tuition fee loans from local councils, said applications were up 17% on 2008. | The firm, which this year took over the processing of maintenance grants and tuition fee loans from local councils, said applications were up 17% on 2008. |
| It has apologised but says everyone who applied on time will be paid on time. | |
| I know if I don't get my funding within the next few weeks I won't be able to enter my course James Greenhalgh | I know if I don't get my funding within the next few weeks I won't be able to enter my course James Greenhalgh |
| But scores of complainants have contacted the BBC News Website to report problems with the company's phone and computer system. Prospective students are experiencing long waits and conflicting information from administrative staff. | But scores of complainants have contacted the BBC News Website to report problems with the company's phone and computer system. Prospective students are experiencing long waits and conflicting information from administrative staff. |
| This is the first year that student's tuition fee loans, maintenance grants and maintenance loans have been processed by one organisation - Student Finance England - run by the Student Loans Company (SLC). | This is the first year that student's tuition fee loans, maintenance grants and maintenance loans have been processed by one organisation - Student Finance England - run by the Student Loans Company (SLC). |
| They used to be dealt with by the prospective student's local authority. | They used to be dealt with by the prospective student's local authority. |
| James Greenhalgh, who hopes to start university this autumn, contacted the BBC News Website with his concerns along with a number of other correspondents. | James Greenhalgh, who hopes to start university this autumn, contacted the BBC News Website with his concerns along with a number of other correspondents. |
| "I know if I don't get my funding within the next few weeks I won't be able to enter my course. | "I know if I don't get my funding within the next few weeks I won't be able to enter my course. |
| "My parents can't support me at university and I haven't got any money." | "My parents can't support me at university and I haven't got any money." |
| The 19-year-old, who is hoping to go to Leeds University to study politics and parliamentary studies, is waiting for about £5,000 in grants and loans for living costs. | The 19-year-old, who is hoping to go to Leeds University to study politics and parliamentary studies, is waiting for about £5,000 in grants and loans for living costs. |
| 'Daily contact' | 'Daily contact' |
| He said: "I put my application in for grants and loans about 10 weeks ago. About six weeks ago I received a letter saying there were delays to the processing and I should complete an emergency loan application. | He said: "I put my application in for grants and loans about 10 weeks ago. About six weeks ago I received a letter saying there were delays to the processing and I should complete an emergency loan application. |
| "All this uncertainty is very distressing for students who are going to university for the first time." | "All this uncertainty is very distressing for students who are going to university for the first time." |
| Pam Lowe emailed to say she had called the helpline number over 100 times in the past three days in an attempt to find out what was going on with her son's finance application. He hopes to join a course at Leicester University in a few weeks' time. | Pam Lowe emailed to say she had called the helpline number over 100 times in the past three days in an attempt to find out what was going on with her son's finance application. He hopes to join a course at Leicester University in a few weeks' time. |
| She said it was very difficult to get through and sometimes the phones just cut out. She also claimed the website kept crashing. | She said it was very difficult to get through and sometimes the phones just cut out. She also claimed the website kept crashing. |
| "They basically told us they had thousands of unprocessed documents and could not tell us whether they had received my son's application documents despite the fact that they were sent months ago," she said. | "They basically told us they had thousands of unprocessed documents and could not tell us whether they had received my son's application documents despite the fact that they were sent months ago," she said. |
| Record applications | Record applications |
| "We know lots of people in the same situation - you just cannot get through to them. | "We know lots of people in the same situation - you just cannot get through to them. |
| "Some students are having to find £1,500 to pay for their first term's rent." | "Some students are having to find £1,500 to pay for their first term's rent." |
| A spokeswoman for the Department for Business, Innovation and Skills said there had been a number of complaints about the phone line and with people waiting a very long time. | A spokeswoman for the Department for Business, Innovation and Skills said there had been a number of complaints about the phone line and with people waiting a very long time. |
| Mr Lammy was keeping in daily contact with the SLC about the issue and they were keeping him up to date with what was going on, she added. | Mr Lammy was keeping in daily contact with the SLC about the issue and they were keeping him up to date with what was going on, she added. |
| Ministers will be hoping to avoid a repeat of last year's problems with the processing of the education maintenance allowances designed to keep pupils in school and college. | Ministers will be hoping to avoid a repeat of last year's problems with the processing of the education maintenance allowances designed to keep pupils in school and college. |
| An SLC spokesman said: "We are sorry that some customers are experiencing difficulties with their student finance applications. | An SLC spokesman said: "We are sorry that some customers are experiencing difficulties with their student finance applications. |
| "This year we have received a record number of applications with an increase of 16.7% more applications than last year. | "This year we have received a record number of applications with an increase of 16.7% more applications than last year. |
| "Already we have approved over 830,000 applications, which is 40,000 more than this time last year. | "Already we have approved over 830,000 applications, which is 40,000 more than this time last year. |
| "We have increased our staff numbers by 120 in order to deal with the high numbers of calls and applications and are focussing our resources on making sure we keep processing applications as well as ensuring callers are dealt with as quickly as possible." | "We have increased our staff numbers by 120 in order to deal with the high numbers of calls and applications and are focussing our resources on making sure we keep processing applications as well as ensuring callers are dealt with as quickly as possible." |
| President of the National Union of Students Wes Streeting said many applicants for student loans and grants were concerned they would will not receive their money on time. | President of the National Union of Students Wes Streeting said many applicants for student loans and grants were concerned they would will not receive their money on time. |
| "It is unacceptable that so many people are having difficulties getting through to the helpline. | "It is unacceptable that so many people are having difficulties getting through to the helpline. |
| "Student Finance England must improve its enquiries system so that anyone who is concerned about their application can get the information they need. | "Student Finance England must improve its enquiries system so that anyone who is concerned about their application can get the information they need. |
| "If students find themselves without funds once the new term starts, there will be some very serious questions for Student Finance England to answer." | "If students find themselves without funds once the new term starts, there will be some very serious questions for Student Finance England to answer." |
| Have you had problems with your student loan or grant application? Send us your experiences. | Have you had problems with your student loan or grant application? Send us your experiences. |
| The BBC may edit your comments and not all emails will be published. Your comments may be published on any BBC media worldwide. Terms & Conditions | The BBC may edit your comments and not all emails will be published. Your comments may be published on any BBC media worldwide. Terms & Conditions |
| I got sent the wrong form in the first place now the application which is being "processed" is late and its no fault of my own and I don't know if I'm going to get it because I have had no confirmation to say I'm going to so if I don't get any money I'm going to have to drop out of my BA coarse which I wont be to pleased about. | I got sent the wrong form in the first place now the application which is being "processed" is late and its no fault of my own and I don't know if I'm going to get it because I have had no confirmation to say I'm going to so if I don't get any money I'm going to have to drop out of my BA coarse which I wont be to pleased about. |
| This is such a shambles! what happened, trying to save money?! screw that we have all been let down! what was wrong with the old system?! something needs to be done soon and fast other wise millions of us young people hoping for a better future just wont get anywhere and I can also so see why some people don't bother in going for higher education it's just seems to be one big stress which isn't needed.Amie, East Yorkshire | This is such a shambles! what happened, trying to save money?! screw that we have all been let down! what was wrong with the old system?! something needs to be done soon and fast other wise millions of us young people hoping for a better future just wont get anywhere and I can also so see why some people don't bother in going for higher education it's just seems to be one big stress which isn't needed.Amie, East Yorkshire |
| Student Finance UK! I unable to contact this government ran department by phone to query whether my son has a grant when he starts uni in two weeks which we applied for back in May/June. The answerphone message tells the caller to log in to the website and view their personal account, which is all well and good but if you have a query, there is no facility to leave a message on these accounts for the department. Apparently, I have heard parents throughout the country are experiencing similiar problems which is very stressful! | Student Finance UK! I unable to contact this government ran department by phone to query whether my son has a grant when he starts uni in two weeks which we applied for back in May/June. The answerphone message tells the caller to log in to the website and view their personal account, which is all well and good but if you have a query, there is no facility to leave a message on these accounts for the department. Apparently, I have heard parents throughout the country are experiencing similiar problems which is very stressful! |
| Teresa Deeming, UK | Teresa Deeming, UK |
| It took 4 attempts just to get a non means-tested Tuition Fee grant for my daughter. Once you've put your details in online, every other interaction with them has to be by form! The people on the phone don't even know why forms are getting rejected by the system, very poor for the 21st Century.Karen, Basingstoke | It took 4 attempts just to get a non means-tested Tuition Fee grant for my daughter. Once you've put your details in online, every other interaction with them has to be by form! The people on the phone don't even know why forms are getting rejected by the system, very poor for the 21st Century.Karen, Basingstoke |
| My son had deferred his University application so when he applied earlier this year he already had his A levels. He started his on-line loan application in late June and by the 12th July we had sent the SLC everything they had requested. He starts at his University tomorrow and we have heard nothing from the SLC. The response to the last call we made to them (last week) was that they hadn't yet dealt with all their June correspondence and that they would only be moving on to the July letters in the near future. Our experience does not tally with the optimistic press statements put out by the SLC. My son will have to be using his savings to live on until the loan comes through but we don't know how the University Fees can be paid if the University insist on them before the Loan is advanced. Glyn, Manchester | My son had deferred his University application so when he applied earlier this year he already had his A levels. He started his on-line loan application in late June and by the 12th July we had sent the SLC everything they had requested. He starts at his University tomorrow and we have heard nothing from the SLC. The response to the last call we made to them (last week) was that they hadn't yet dealt with all their June correspondence and that they would only be moving on to the July letters in the near future. Our experience does not tally with the optimistic press statements put out by the SLC. My son will have to be using his savings to live on until the loan comes through but we don't know how the University Fees can be paid if the University insist on them before the Loan is advanced. Glyn, Manchester |
| My daughter has still not heard anything regards her aplication for student loan and maintenance payment . We applied months ago and her account keeps telling her "awaiting further information". We have contacted them on numerous occasions and each time they asked for further information,. One time two different people we talked to gave us different information on what documentation they required. We have supplied them with all the information they have asked for and they have sent the documentaion back to us . However at no time have they said this was wrong or what further information we needed. It is only when my daughter rings and waits for over half an hour to get an answer that she is told once again they need some other documentation. The service and infromation is horrendous. They have been rude and dismissive to my daughter who is going to university in three weeks and still does not know if she can go because she will not have the funds. She is extremely stressed about! | My daughter has still not heard anything regards her aplication for student loan and maintenance payment . We applied months ago and her account keeps telling her "awaiting further information". We have contacted them on numerous occasions and each time they asked for further information,. One time two different people we talked to gave us different information on what documentation they required. We have supplied them with all the information they have asked for and they have sent the documentaion back to us . However at no time have they said this was wrong or what further information we needed. It is only when my daughter rings and waits for over half an hour to get an answer that she is told once again they need some other documentation. The service and infromation is horrendous. They have been rude and dismissive to my daughter who is going to university in three weeks and still does not know if she can go because she will not have the funds. She is extremely stressed about! |
| this in a time when they are stressed enough about going to university. The web site keeps crashing. We have hit a brick wall on this and have not got any straight answer from them. My daughter is again calling today and I have no choice to get local MP's in on this. Christopher Talbot, Isleworth, | this in a time when they are stressed enough about going to university. The web site keeps crashing. We have hit a brick wall on this and have not got any straight answer from them. My daughter is again calling today and I have no choice to get local MP's in on this. Christopher Talbot, Isleworth, |
| I am in the same position. My accommodation was gone with deposit of £250.00 as the dead line was last night for the 1st term payment which I could not pay without the finance loan. Please help.Sivendra, Harrow | I am in the same position. My accommodation was gone with deposit of £250.00 as the dead line was last night for the 1st term payment which I could not pay without the finance loan. Please help.Sivendra, Harrow |
| I think the finance system works great.I applied on time and will be recieving my loans/grants on time. raj, Reading | I think the finance system works great.I applied on time and will be recieving my loans/grants on time. raj, Reading |
| It's sheer purgatory trying to in contact with Student Finance England to recover details to complete a loan application on line because I'm currently abroad. I must have called at least 50 times over a period of two weeks only to hear every time that the lines were full and to call back later. Eventually I found a different number and had them connect me through, bypassing that number. Unbelievably shocking service, and the reason why my application was delayed two weeksJonathan, UK | It's sheer purgatory trying to in contact with Student Finance England to recover details to complete a loan application on line because I'm currently abroad. I must have called at least 50 times over a period of two weeks only to hear every time that the lines were full and to call back later. Eventually I found a different number and had them connect me through, bypassing that number. Unbelievably shocking service, and the reason why my application was delayed two weeksJonathan, UK |
| The SLC spokesperosn fails to mention that around 60% of the applications approved are from returning students and have been processed by Local Authorities and not the new Student Finance England service. Alan, Truro, Cornwall | The SLC spokesperosn fails to mention that around 60% of the applications approved are from returning students and have been processed by Local Authorities and not the new Student Finance England service. Alan, Truro, Cornwall |
| University courses all over the country will be commencing over the next few weeks and the majority (some 80-90%) of applicants I know have not received their loans or grants from Student Finance England. It's a disgrace! The government tells us they're focussing on education but then not only do hundreds of thousands of students miss out on places due to funding cuts, but even those who managed to get a place might not be able to take it if they can't get the financial help they need. I have a place at Lancaster university but unless my loan comes through in the next 2 or 3 weeks, I won't be able to go!Ali, Hurstpierpoint | University courses all over the country will be commencing over the next few weeks and the majority (some 80-90%) of applicants I know have not received their loans or grants from Student Finance England. It's a disgrace! The government tells us they're focussing on education but then not only do hundreds of thousands of students miss out on places due to funding cuts, but even those who managed to get a place might not be able to take it if they can't get the financial help they need. I have a place at Lancaster university but unless my loan comes through in the next 2 or 3 weeks, I won't be able to go!Ali, Hurstpierpoint |
| We applied for my sons grant and tuition fee online way back in May, we have had no correspondence from them. I have managed to get through on the phone a couple of times. The last time the operator didn't really how our application was going and she wasn't sure if my P60 had been processed (it had been because I received it back after a couple of week speaking to her). I am worried that his tuition fee will not be paid. He's not moving away from home so living costs are not a problem but he still will have to pay for his books and bus pass etc.Dawn Hansford, Southampton UK | We applied for my sons grant and tuition fee online way back in May, we have had no correspondence from them. I have managed to get through on the phone a couple of times. The last time the operator didn't really how our application was going and she wasn't sure if my P60 had been processed (it had been because I received it back after a couple of week speaking to her). I am worried that his tuition fee will not be paid. He's not moving away from home so living costs are not a problem but he still will have to pay for his books and bus pass etc.Dawn Hansford, Southampton UK |
| I must be one of the lucky ones. My funding has been approved, although I applied for it online in May and only had my sponsor's income assessed a few weeks ago. What I can't understand is why, instead of processing applications as they come in, it seems to be done in batches very close to University enrolment time. Surely it would lessen the stress on all sides if applications were dealt with ASAP?Lauren, Manchester, UK | I must be one of the lucky ones. My funding has been approved, although I applied for it online in May and only had my sponsor's income assessed a few weeks ago. What I can't understand is why, instead of processing applications as they come in, it seems to be done in batches very close to University enrolment time. Surely it would lessen the stress on all sides if applications were dealt with ASAP?Lauren, Manchester, UK |
| I sent my forms off the week student finance opened in february and they still havent managed to process my application!Tony Davis, Oxford, England | I sent my forms off the week student finance opened in february and they still havent managed to process my application!Tony Davis, Oxford, England |
| I'm a fourth year student at Dundee. I applied for my loan a number of weeks ago and had no problems with it. My course restarts soon and it seems I'll get my money on time. So this probably is obviously not effecting everyone. Conúil Duffy, Dundee, Scotland | I'm a fourth year student at Dundee. I applied for my loan a number of weeks ago and had no problems with it. My course restarts soon and it seems I'll get my money on time. So this probably is obviously not effecting everyone. Conúil Duffy, Dundee, Scotland |
| Sent my application in May 09 this was finalised on 3rd August. 100's of phonecalls to the Student Finance as they have not processed my childcare application. They have now said that it will take another 8 to 12 weeks which will be November if I am lucky. I was then told that my childcare will not be paid until January as I would have missed the September payment. My childcare totals £658.00 every four weeks. I have four children and I am a single parent. You cannot get through on the phone as there is a recorded message saying too busy call back later and you do for several days but get the same message. I am so stressed now that I do not know whether I am going to be able to start University. I called the University and I talked to them about a hardship loan - they said £200.00 maximum - that does not help whatsoever!!!Jo Cunningham, Newton Abbot, Devon | Sent my application in May 09 this was finalised on 3rd August. 100's of phonecalls to the Student Finance as they have not processed my childcare application. They have now said that it will take another 8 to 12 weeks which will be November if I am lucky. I was then told that my childcare will not be paid until January as I would have missed the September payment. My childcare totals £658.00 every four weeks. I have four children and I am a single parent. You cannot get through on the phone as there is a recorded message saying too busy call back later and you do for several days but get the same message. I am so stressed now that I do not know whether I am going to be able to start University. I called the University and I talked to them about a hardship loan - they said £200.00 maximum - that does not help whatsoever!!!Jo Cunningham, Newton Abbot, Devon |
| This is the worst customer service i have ever known. once you get through to speak to someone (after hours of waiting and redialing)they have got no idea what you are on about and just say 'you will get contacted in so many days' i have never been contacted. | This is the worst customer service i have ever known. once you get through to speak to someone (after hours of waiting and redialing)they have got no idea what you are on about and just say 'you will get contacted in so many days' i have never been contacted. |
| It was much better when run by the local councilsluke, hitchin | It was much better when run by the local councilsluke, hitchin |
| Sent forms in end of June..They have admited they have lost my forms(degeeablosute from my divorce). No money to pay for my degree which starts on the 16th of Sep.Mrs amanda Ellis, Bury St Edmunds. Suffolk | Sent forms in end of June..They have admited they have lost my forms(degeeablosute from my divorce). No money to pay for my degree which starts on the 16th of Sep.Mrs amanda Ellis, Bury St Edmunds. Suffolk |
| I am starting university in less than 10 days and the SLC still hasn't confirmed i will recieve my loan and bursaries, i have phone up multiple time and everytimei have recieved different pieces of informaton. | I am starting university in less than 10 days and the SLC still hasn't confirmed i will recieve my loan and bursaries, i have phone up multiple time and everytimei have recieved different pieces of informaton. |
| I don't know anybody that has had a good expierence with SLC. I'm my looking at having to get a bank loan to pay for my uni fees and my accomodation.Conor m , Dunstable | I don't know anybody that has had a good expierence with SLC. I'm my looking at having to get a bank loan to pay for my uni fees and my accomodation.Conor m , Dunstable |
| I applied back in June, well ahead of the deadline and it took them till end of August just to look at my application. But of course I didn't go smoothly, they didn't have my passport details even though I entered them online. Now because of their error I'm at the back of the line again! | I applied back in June, well ahead of the deadline and it took them till end of August just to look at my application. But of course I didn't go smoothly, they didn't have my passport details even though I entered them online. Now because of their error I'm at the back of the line again! |
| However this is not the best bit, they have lost my mum and her partners financial details, despite us entering them online and sending them through the post. Who knows if they will get my money to me before next week. Its frustrating as I can't register at my uni till it comes through. I have one word for this company. | However this is not the best bit, they have lost my mum and her partners financial details, despite us entering them online and sending them through the post. Who knows if they will get my money to me before next week. Its frustrating as I can't register at my uni till it comes through. I have one word for this company. |
| Useless. Nic Emms, Leeds, West Yorkshire | Useless. Nic Emms, Leeds, West Yorkshire |
| The whole thing is a sad, sad, sordid joke. | |
| I appplied back in Feb. and have since had to send in my evidence three times. Now, they are in possession of all my ID papers and I STILL have no confirmation of whether I'll receive any money or not. I start uni in three weeks and have no faith things will get sorted, so there is every chance that I will have to drop out. | |
| And the government's trying to encourage young people to go to university?!Z AYM, London |