A Roar investigation has revealed dissatisfaction amongst KCL students with the University’s administration system.
Students at King’s College London described receiving student loans as well as exam results later than they were told to expect them, with STEM students seemingly expressing greater dissatisfaction than those studying humanities.
In a student survey of 30 students conducted by Roar, students in the NMES (Natural, Mathematical, and Engineering Sciences) and Medicine departments reported receiving their loans late in the years 2021 and 2022 as a result of the university having failed to tell student finance that they had enrolled.
A Freedom Of Information (FOI) request made by Roar to King’s showed that in the years 2021, 2022, and 2023, the University did not receive any complaints about students receiving their loans late due to the University failing to tell student finance that a student had enrolled.
Even though the university did not receive any formal complaints, several students emailed the University individually regarding this issue, meaning the University was not unaware of the issue.
In addition, students from humanities courses as well as STEM reported receiving their results later than they were told they would. In July 2024, after the results deadline some were given provisional results instead of final results, which were finally published two days after the deadline. As a result, some students stated they were unprepared for their resits and had to book last-minute flights back to the UK.
In response to the FOI request, King’s highlighted that dates for Assessment Period 3 “are made clear at the point of enrolment and re-enrolment. They are communicated constantly and through multiple routes. Students are advised to keep those dates free in case of first or resittings.”
In response to the delayed results, an explanation was emailed to Physics students apologising for the “additional pressure” of the delayed results, adding that the system for recording results is “very labour intensive” and that “the college recognizes that these systems need to be upgraded and is in the process of doing so.”
Speaking to Roar, an academic from the Physics department, who requested to remain anonymous, revealed that there are major changes underway this year.
They described the existing system as “antiquated”, and explained that when marking papers, they need to enter the same results multiple times.
Roar received more responses to the survey from STEM students (particularly Medicine) than from Arts and Humanities students.
Non-STEM departments were generally more positive about their experiences with admin. In particular, the Business department had no recorded complaints, with one student stating that KCL Admin is “mostly really helpful and prompt”.
The academic explained that, in the NMES department, the expansion of the Informatics course, and introduction of the Natural Science course have put a strain on the resources available to students.
However, they were optimistic about change, saying that the University is aware of its problems, and is currently undergoing significant changes and updates.
The Physics department’s explanatory email after the July 2024 delays stated: “It is hoped that there will be significant improvements by P2 2025 and departments and faculties will try to make sure that solving this problem remains a top priority for the college.”
“I wonder if Maxwell had the same experience,” joked one Physics student – referring to the famous physicist who taught at King’s in the 19th century – having noticed that a number of their peers could not see all of their chosen modules on their timetables at the end of the summer. This problem was rectified before the beginning of the academic year.
However, clashes remain between Medical Physics and Quantum Physics timetabling, which has caused students to miss classes moving between Guy’s campus and Strand.
Timetable clashes are common, with one student complaining of “ridiculous double timetabling”.
A King’s College London spokesperson said: “There are several reasons which can cause student loans to be delayed, including Student Finance England not yet finalising a student’s assessment or incomplete or incorrect data entry to the Student Loans Company, meaning that a student’s data does not match the information provided to us through the enrolment, slowing down the process. Whilst this only happens in a very small number of cases, we understand that it is frustrating for students and work hard to keep the number to an absolute minimum.
“We are currently in the process of a Student Service Review which responds to student feedback regarding Assessment and Exam Feedback and Organization and Management, and focuses on the end-to-end student journey from enrolment to graduation. The review will look to shape the future of student services at King’s to deliver the most effective administrative support systems.”
