Welcome and Orientation 2025

Support for New Students

We have a wide range of support available to help you get started at Durham and settle in. From online resources, to in person support hubs during your first weeks, there is support available for you. Below you can find some useful information and links to help you find the information you need:

General enrolment enquiries

If you are experiencing any issues with enrolment and registration, please log it with the Smart Service Gateway and we will aim to resolve it as quickly as possible. The Smart Service Gateway can help you with enquiries related to:
- IT Service Desk
- Student Records
- Timetabling and module registration
- Student Finance and Fee Payments
- Visa and Immigration
- College Membership and Accommodation
Access the Smart Service Gateway

Microhubs

A number of Microhubs will be available across campus, offering specialist support on a range of topics relating to enrolment and getting started at Durham. These include:

22 September - 10 October 2025 (weekdays only)

Student Services Desk (Palatine Centre)
- In-person signposting to other services.
- Handling queries related to Student Registry processes.
- Support from trained staff with access to comprehensive guidance materials.
- Escalation of complex queries.
22 September - 10 October 2025 (weekdays only)

PC009 (Palatine Centre)

Expert advice available daily from Student Loans and Immigration.
Finance support.
Monday - Friday, 8am – 6pm (Live Chat and Phone Support)

In-person appointments at Bill Bryson Library, 9am – 5pm.
- First point of contact for all IT-related issues, requests, and queries.
- Support via Live Chat, Phone, Self-Service Portal, and in-person appointments.
- Password resets, reporting problems, booking appointments.
- Escalation of complex issues to specialist CIS teams.
1-7 October, 10am-3pm (weekdays only)

Bill Bryson Library (no appointment needed)

Personalised support – real-time troubleshooting, demonstrations and tailored guidance.  

Quick issue resolution – fast help via Teams or in-person conversations. 

Best practice sharing – discover new features, time-saving tips and the latest guidance. 

Knowledge sharing – an informal space for staff and students to exchange insights and learn from each another. 

Tool support – Help with Blackboard and integrated tools like Turnitin, Panopto, Gradescope, Feedback Fruits/PeerScholar, PebblePad, NUMBAS and Blackboard Ally.
More information
22 September - 10 October (weekdays only)

Upper Mountjoy
- Support with Admissions enquiries.
29 September - 10 October 2025 (weekdays only)

Bill Bryson Library
- General signposting and face-to-face support for students.
27 September and 28 September, 9am-12.30pm and 14.30pm

Senior Common Room, St Mary’s College
- Advice on any issues relating to accommodation.

International Student Support

Find out more about additional resources to help international students get started at Durham.

Student Support

Find out more about student support services.