Frequently asked questions

We do not give an exact number of sessions as everyone’s needs are different. Often one to three, 1-2-1 sessions in combination with self-help materials/therapeutic groups/workshops/Social prescribing can be enough to help you better manage things and get back on track. If you need further 1-2-1 support we can discuss this with you and develop a plan which may include a referral to a more specialist service. At peak times appointments may be spread across two to six weeks.

We are a large team of counsellors and other mental health professionals, including mental health nurses and social workers. When you are given an appointment, you will be matched with a practitioner who has the right skills to support your needs based on the information provided in your self-referral. All our colleagues are experienced and have specialist knowledge in supporting students’ mental health at university. We also have a team of Social Prescribers who can help connect you with helpful activities and community services.

Appointments last 45-50 minutes. You won't be rushed and our colleagues listen carefully to what you need. Our goal is to work with you and help you move toward a more positive university experience.

Our practitioners are experienced and can guide you to helpful resources and specialist services where they are needed. Along with one-to-one support, attending a workshop or group may be suggested. This might feel unfamiliar at first, but many students say they find them very helpful.

If a longer-term or more specialised service is needed, your counsellor or allocated practitioner can help you access it.

GP:

We request that you register with a GP before accessing the service. If you are in Manchester, you can register locally: Register with GP | Get ready | The University of Manchester If you do not know how to register or you wish to remain with a GP elsewhere, we will discuss this with you at your initial appointment.

Collaboration:

We are here to help and support you without judgement. Our aim is to partner with you to ensure you can get the most from the service. If it feels possible, consider what might be a realistic goal for short-term support.

Attendance:

You should try to attend all your appointments. If you cannot attend, let us know as soon as possible so we can reschedule. If you miss more than one appointment, you may be discharged from the service.

For existing clients of the service, we can provide evidence to support your application but only if we were involved in your support at the time recorded in your Mitigating Circumstances application. In this circumstance we can provide a short statement that outlines your contact with the service. With your agreement this will be emailed to your School Support Hub.

Please note that students registered with DASS for a disability will not usually need to provide further evidence of that disability. For more information on mitigation, visit Student Support | Support For Your Studies | Mitigating Circumstances | The University of Manchester

We do not have a waiting list. Following a ‘First Step’ triage, if you require a longer 1-2-1 appointment this should be available to you within one to ten working days. We do not want you to face any barriers to accessing the help that you need, so contact us if you need more rapid advice, or if you are struggling to access the service.

Please note you can access in-the-moment support

Usually, we do not offer support if you are already seeing a counsellor or another mental health professional. This is because it is not good practice to repeat the same type of support.

However, there may be some exceptions. For example, if your current support is ending soon, or if you want to join something we offer that could complement your current support, such as a group or Social prescribing.

You should talk about this with your current mental health worker first, before deciding whether to refer yourself to our service.

Although there may be some limitations in what we can safely offer if you are not living locally, we can certainly offer on-line appointments wherever you are. If you are overseas, we cannot offer counselling, but we can offer advice and support as you consider what to access where you are living. We request that you do also seek information on local mental health support provision, and ask that you ensure that you are registered with a local GP. 

We are located on the fifth floor of Crawford House (Building #31 on the campus map) at the junction of Oxford Road and Booth Street East. Enter Crawford House at street level via the Central and West Entrance on Booth Street East. There is a lift that can take you to the fifth floor. Most of our 1-2-1 appointments and groups are in-person but we can offer online alternatives. You will be asked about any access needs at your ‘First Step’ appointment.

The Mental Health Support Team is confidential. We would only consider sharing information in very exceptional circumstances such as if there was an identified need to protect your safety, or that of someone else. Please read more here: Confidentiality.

Expressing a concern:

If you are unsure about making a more formal complaint but want to raise a concern about the service, you can email your concern to claire.francis@manchester.ac.uk

Making a complaint:

The University has a complaints procedure which has a number of stages, both formal and informal. If you need assistance with your complaint, you can contact the Student Union Advice Service.

If you are considering making a more formal complaint in the first instance, email Claire Francis, Head of Service, who will be happy to discuss this with you: claire.francis@manchester.ac.uk

Please note:

A complaint should be made as near as possible to the events concerned usually within 40 working days and in exceptional circumstances no later than within a year of the incident to which it refers.

We do not offer long-term therapeutic treatment. We are also unable to offer diagnoses of a mental health condition or neurodivergence, and we cannot prescribe medication. If you want guidance in this area your first point of contact would be a GP.