Frequently asked questions about adult learning

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When is the next course guide available and where can I get it from?

Course guides are available to pick up from each of our Adult Learning Centres as well as at many Libraries in Surrey.

The course guides provide an overview of what's available across the service, along with an insert providing a list of courses for the current term. Additionally, our universal course offering can be viewed via the search functions on the website. For our Supported Learning provision, course directories are available to pick up from each of our centres.

When can I enrol for my course?

Enrolments are available on a term-by-term basis. Go live dates are available on our term dates webpage, and will also be promoted in centre, via marketing communications and on our social media channels. If you would like to receive our emails please sign up to our mailing list.

I'm having issues completing my enrolment online, how do I do this?

If you are having issues completing your online enrolment, please contact us during our opening hours so that we can finalise your enrolment and take the payment.

How do I report an absence?

If you are unable to attend any of your sessions, please contact us so we can inform your tutor of your absence.

How do I withdraw from a course?

If you need to withdraw from a course, please first have a look at our refunds and cancellations webpage. Please then contact us regarding your withdrawal from the course.

Where can I find information about a particular Centre, including the address?

Information about our centres, including the address and facilities available can be found on our centres webpage.

Why do you not have any centres in East Surrey?

The provision of adult education in the East of the county is provided by East Surrey College.

There are currently no plans to expand Surrey County Council's adult education provision in this area.

I've been doing this course for years, why do I not get priority?

Enrolments are taken on a first come, first served basis and we do not offer priority enrolments. This ensures that everyone has fair access to our service.

Do you offer courses that lead to a qualification?

We currently offer qualification courses in English and maths up to GCSE level, English for speakers of other languages (ESOL) and within our Work Skills and IT provision.

Why am I unable to join some courses once the term has started?

With permission from the tutor, it may be possible to join a course after the start date, depending on the course.

We are unable to accept late enrolments where the tutor needs to follow a course structure and teaching plan to ensure the whole course is covered in the allocated sessions.

Late enrolments are not possible on courses leading to a qualification, once the completion of our Information, Advice and Guidance (IAG) sessions.

Where is my refund for my cancelled course?

We aim to get refunds processed within 7-working days. If you believe that you have an outstanding refund after this point, please contact us using our online enquiries form.

Please note, refunds will go back into the account from which you originally paid.

Why can't I be issued with credit or transfer my course fees to the next academic year?

We are unable to transfer course fees and credit between academic years. This ensures that our system is up to date and starts the new academic year off on a level playing field.

I'm having issues with the website, how do I feed this back?

If you are having issues or have suggestions of ways that we can improve the website, please contact us via our online enquiries form.

How do I reset my password for online enrolment?

If you are having issues resetting your password for online enrolment, please contact us via our online enquiries form,

We will request this for you and send it over as soon as possible.

How do I find out who the tutor is that is scheduled to teach my course?

The scheduled tutor taking a course is listed alongside the rest of the course details. In some cases, the tutor does ask that their name is not displayed on the website. If you are unsure who the tutor is and would like to find out, please contact us via our online enquiries form.

Why do the course fees appear the same for online and face-to-face courses?

Course fees are based on the total number of guided learning hours for the course, with our online provision of courses charged at a lower price per hour than the face-to-face equivalent. Some online courses may not appear cheaper, but this could be due to varying lengths of and number of sessions.

When will I receive the joining information (and Zoom link)?

Joining Instruction emails are only sent to courses that run online or where they consist of one session and run in person. These will be sent about two working days prior to the start date of the course, and for the online courses this email will include the Zoom link.

If you have still not received this by midday on the working day prior to the start date, please contact us using our online enquiries form.

Do I need to prepare anything before my course?

Please check you have read the course details on our website, so you know what the course will cover and for any equipment you may need for the first session.

If you enrol on a Healthy Living course (exercise or cookery), you will be asked to complete an online checklist before the first session to ensure your health and safety whilst completing a course with us. This is an important document as it will help the tutor plan the course and take into consideration any illnesses, injuries and/or dietary requirements that they need to be aware of.

If you are required to purchase ingredients or materials (for cookery or craft courses), the relevant administration centre will email these out to you about a week prior to the start date. Where this is applicable for the course it will be mentioned in the course details on the website.

I can't login or access my online course, who can I go to for help?

Double check your link is correct and that you are using the right login and password which has been sent to you.

We do advise that prior to your first session to do a test run and to also take a look at our guide to online adult learning webpage.

If you are still having technical issues, please contact us.

I don't have a suitable device for an online course, what can I do?

If you would like to enrol on one of our online courses but you don't have a suitable device, you may be eligible to apply for a gifted, loaned or subsidised device. Please take a look at our guide to online adult learning webpage.

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