My Student Record - Case Management Summary

Find out about the information showing in the Case Management Summary tile of My Student Record and how to use it

In September 2026, Student Support Services started using a new Dynamics Case Management System (CMS) to record details of its contact with students.

While the detail of student interactions continues to be available only to student support services staff, information about which services a student has engaged with is now visible on the Case Management Summary tile of My Student Record.

The University’s student privacy notice has been updated to reflect that personal data may be shared to help support students in their studies and students are also advised about this during our interactions with them.

Please be aware that interactions with Student Support Services that took place before September 2026 will not be visible on My Student Record.

What can you see?

You can see a list of all cases created for a student by each service within Student Support Services.

What is a 'case'?

A case is created by a service to hold notes/correspondence with and about a student, in relation to advice and support provided. It could be a record of a one-off intervention or could include details of ongoing support. As such there may be no case, one case, or multiple cases for a student.
Cases which are closed when complete will show as 'inactive' while those which are still open will show as 'active'. The table will default to show active cases only, but you can use the filter to view inactive cases.
Some cases will be resolved after the first interaction, while others will be kept open for regular or ad hoc support in the future.

What information can you see about each case entry?

<INSERT IMAGE OF MSR CASE MANAGEMENT SUMMARY TABLE>

You will see information in six separate columns as follows:

1. Status

Detailed status of both active & inactive cases.
Active cases will usually show as 'in progress' but depending on the nature of the work that is happening, they could also be flagged as 'on hold', 'waiting for details' or 'researching'.
Inactive cases will either show as 'resolved' or 'signposted/referred' depending on the outcome. Occasionally they may show as 'student disengaged' if the case was closed after a period of time when the student had stopped engaging with the service.

2. Service

You will be able to see which service created the case so you will know which service the student has engaged with.
Most services comprise a number of teams (listed under each service heading below). You will not be able to see specifically which team a student has engaged with.

Disability and Inclusion

ADHD Team

Apprenticeship Team

Autism Team

Disability Team

Dyslexia & SpLD Team

Mental Health Mentoring Access

Health and Wellbeing

Counselling

Mental Health Support

Prevention and Development

Safeguarding

SSS PATHways

Student Accommodation Support Officer

Student Support Adviser

Wellbeing Advisers

Student Money Team

Money Advice Service

Funding Service (Bursaries & Support Funds)

International Student Support

International Student Support Service is a single team offering visa and immigration advice to applicants and students, administering a small hardship fund and issuing CAS to current students.

Student Services London

Student Services at our London campus offers advice and guidance on all issues and links refers into the specialist services above

SSS Managers

Where the case is owned by SSS Managers, the issue is not specific to an individual service and will often have been created as a result of a third party report or in relation to a university process.

3. Date opened

This is the date the case was created, usually following the first contact with the student regarding a particular issue or issues.

4. Last date of engagement

This is the last date a student is recorded as having engaged with the service in relation to this case and is drawn from the most recent case note that records having had contact with the student.
There may have been other engagement by email which would not have been recorded on a case note, so would not register here.
The cases are presented in order of last date of engagement, with most recent first.

5. Date closed

This is the date the case was closed as the support given by the team had come to an end.
This could be because the problem was resolved, the student was referred elsewhere or the student has stopped engaging with the service in relation to that issue.
If the student was picked up by another team, there may a more recent case with another team (sometimes this team could be within the same service and sometimes with a different service).

6. Case ID

This is the unique case number allocated on the Case Management System. This number allows us to link all relevant information and correspondence to a particular case.

What does the Case Management Summary tell you?

You will have an indication of a student’s contact with one or more of our support services and know the last date of engagement with each service.
The existence of a case is usually an indication that a student has been in contact with us or that they are known to our service because we have reached out to them, often following a referral from a third party.
For each student, you may see multiple cases with a single service. This could be because they are in touch with multiple teams within that service. It could also be that a single team has set up multiple cases for discrete areas of work with that student.
If a case is showing as ‘inactive’ this means the student’s contact with a particular team, or about a particular issue has come to an end.
‘Active’ cases show that the student is receiving ongoing support or a case has been left open for them to return if the issue has not been fully resolved.

What it won’t tell you

You will not know which team within a service a student has had contact with.
If a student has had contact with SSS but no case has been created within CMS, you will not know this. Not all contact will be captured as a case. For example there may be email correspondence automatically linked to a student, but more simple enquiries may not require a case to be created.
Some information held on CMS is not within case, such as information about bursaries, support funds and events/workshops attended. In these instances, students will be known to services, but this information will not be held in a case and therefore not visible on My Student Record.

How you might use this information

Do…

Use information you can see about any recent contact as an opening to check in with the student about their welfare, especially if you are concerned.
Still refer if you have any concerns about a student, even if you can see they are engaging with a service, it may not be in relation to the same circumstances you are presented with.
Be aware that a student may have other things going on that will not necessarily be part of that case so keep an open mind and ask open questions that allow students to talk about what is bothering them so you can offer the right information or referral.

Don’t…

Assume everything is in hand and decide not to submit a referral to Student Support Services, if you have concerns about a student's wellbeing. You may have new or important information that we aren't aware of and may need to act on.
Necessarily assume there has been no contact at all if there is not a case. There are instances where we will have had some contact with a student even if it's not recorded. Either way, refer if you are concerned.

What to do if you have concerns about a student

Please refer or signpost to our services