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In order to help you use GetHeard@City, we've put together a handy set of FAQs.

FAQs

What is GetHeard@City?GetHeard@City (powered by Unitu) is a new app that students can use to give feedback, raise issues with your Programme Reps, and share your experiences with other students.

GetHeard@City is available online or by app, so it is the perfect opportunity to speak with students about your course and your wider experiences here at City and to stay connected even when you’re not on campus. This platform helps to close the feedback loop and ensure you hear back on resolutions to issues and suggestions you raise.
How is giving feedback different from making an enquiry? Feedback means sharing positive or negative views and experiences to shape improvements and changes where necessary.

An enquiry is a request for information, advice, guidance, or support. Enquiries should not be posted in GetHeard@City. You should use your usual channels for this, such as emailing your Course Office, approaching your School helpdesk, using Support@City etc.

Example enquiry:

‘I haven’t received my uniform for placement, and I start next week.’

Example feedback:

‘The placements team were really helpful in getting my uniform to me after there was a delay in the delivery’.
How does it work?You are automatically placed onto a Board based on your programme, e.g. "Finance Cluster Year 2" or "PG Psychology". All students also have access to the University Board.

In each Board are two sections, a private feedback board (Reps respond to feedback and triage comments by moving them to the public board area), and a public feedback board (staff respond to feedback raised).
What is the difference between a private and public feedback board? Private Feedback: This is a space to discuss and share your thoughts with other students. You can create your own feedback posts and you can react, share, and comment on other students’ posts. You can use the space to get support from your programme reps, who will be there to answer questions and respond to you. Your programme rep will bring issues with lots of engagement to Student and Staff Liaison Committee and Student Experience Committee meetings where it will be discussed amongst students, reps, and staff in your School.

If a feedback post with lots of engagement needs to be raised with staff members, your programme rep will move your post to the public feedback board.

Public Feedback: This is where staff on your course, and wider university staff, will be able to see and interact with your posts. They’ll use this space to provide you with regular updates and liaise with you to resolve issues.

When a resolution has been reached the post will be closed.
Who can use it?All current students on UG, PGT and PGR programmes run by Schools can access GetHeard@City.

At the moment, students on LEaD or Enterprise programmes, occasional short courses or validated institutions programmes do not have access to GetHeard@City.

If you cannot access the platform and think you should be able to, please contact your Course Officer
How can I access the platform? You will be able to access GetHeard@City by logging in to the Unitu website or the app. You will need to activate your account by going to the Unitu webpage. Click “sign in with university details” and follow the account activation process. You will need to agree to the content policy which you can also read?here.
How should I be using the platform in a data compliant way? 

At City, University of London, we take data protection regulations very seriously. We want to make sure you use GetHeard@City in a safe, responsible and professional manner.  

  • What is Data? 

‘Data’ includes any information, including: 

  • Personal data: personal information relating to particular individuals, such as staff or students. In other words, any information about an identified, or identifiable, living individual. It can include their name, address, email address, date of birth or staff, bank or NI details, but also moving or still images of them, personal information contained in an audio-visual or audio recording, or an IP address associated with them. 

  • Some personal data is ‘special category personal data’ and calls for particular treatment. This includes information about racial or ethnic, political opinions, religious or philosophical beliefs, trade union membership and genetic data, biometric data processed for the purpose of uniquely identifying a natural person, concerning health or data concerning a natural person’s sex life or sexual orientation. 

What is a data breach? 

  • Data breach is any event leading to the accidental or unlawful destruction, loss, alteration, unauthorised disclosure of, or access to, data transmitted, stored or otherwise processed. 

  • We want to avoid a confidentiality breach (disclosure of or unauthorised access to data) from taking place, for example: 

  • Sharing information that contains personal data from another student or staff. 

Examples include: 

  • Inadvertent sending of a post containing personal data (about a student or staff member) to a feedback board. 

  • Revealing personal information held by City in a feedback post or comment. 

  • Unauthorised access to another student’s GetHeard@City account  

  • Find out more about City’s data protection policy. 

How do I edit my profile and customise my notifications? Whether you log into the either the mobile app or website, your profile picture and name will be in the top left corner of your screen. If you click “Settings”, you will be able to change your account settings, including adding or changing a profile picture. You can then click “Notifications” and toggle the different emails and push notifications you would like to receive. As a default, your notifications will be set to ‘my programme, my year’. You will also receive a notification as default if other students interact with a post you have made. 
I need help using GetHeard@City, where can I find support?

IT Support: If you encounter any issues using the platform raise a support ticket on Service Now.  

Feedback Response queries: If you’re not satisfied with your response or the time it’s taking to receive a response, please contact the City Students’ Union Representation Team via studentrep@city.ac.uk. 

What happens to my post after I publish it on the platform?

In the private section a post may receive likes, dislikes, and comments from students and other Programme Reps.  

Sometimes your feedback or issue can be easily resolved by a rep.  

Example: 

Student feedback: “I’ve tried to find vegan food options on campus, but can’t find any. I wish there was more catering for vegan students.” 

A fellow student or Programme Rep might have an answer, “Thank you for your feedback, there are lots of places where you can find vegan options, here is a link to find them. If you’d like to suggest some vegan options of meals, we can pass that feedback on in the University wide board.” 

If a post is popular, or a programme rep thinks it needs staff interaction, it will be moved over to the public board. Staff will manage your feedback post and inform relevant staff so that they can take action. If necessary, they’ll move your post into the "in progress" section, whilst they work on resolving your issue or finding a suitable response. 

Who can see what I post? When you create a post, it will be shared with students, other Programme Reps, and any relevant elected representatives (such as Assembly Members and Students’ Union Officers) on the same board. In addition, you can select specific target audiences if your post is specific to groups of students such as your year or your programme. If a post is escalated to the public board, it will be visible to everyone on the board, including staff. 
Can I post anonymously? 

You can post anonymously on GetHeard@City although we encourage students to post using your name to help with community building amongst your cohort.  

In the case of discrimination or misconduct (see more detail below), City staff reserve the right to investigate feedback posted on GetHeard@City, even where something has been posted anonymously. Inappropriate or abusive posts and comments posted anonymously may incur disciplinary action being taken against the author.  

What happens if I see inappropriate or offensive feedback or comments?

When you activate your account, you will need to agree to the?Content Policy.?The GetHeard@City platform is designed to be a space where you can connect with other students and discuss how to make your student experience the best it can be.  

This should be a supportive environment for you and your peers to work in partnership with staff on your ideas and suggestions.  

In the interest of fostering an inclusive and collaborative community, there are certain standards of behaviour that we expect of all students. Bullying, harassment, and discrimination are never tolerated here at City and there is an extensive?Student Harassment & Bullying Policy.  

GetHeard@City includes a language filter that picks up inappropriate language. It prompts you to review your language and ensure that your feedback is constructive before you submit it.  

GetHeard@City uses a three-strike policy.  Programme Reps and Staff Moderators reserve the right to remove feedback posts and comments that violate the Student Harassment & Bullying Policy and give out strikes where necessary. If your comment is reported and subsequently removed, you will first receive a warning. The second time, your ability to post anonymously will be instantly removed. If you receive three strikes, your access to the platform will be suspended. 

If you experience bullying, harassment, or discrimination, you can access support via our?Advice Service?and the?You Report, We Support tool. 

How do I know whether my feedback raised on GetHeard@City has made a difference? If you click on the “Together We Changed” section of the mobile app or website, you can see how posts have been responded to and the direct impact your feedback has made. 
I am a Programme Rep, what is my role on GetHeard@City? Take a look here.
How does this platform link to the complaints procedure? 

Posting feedback on GetHeard@City does not constitute launching a formal complaint.  

There is a separate complaints procedure for formal complaints which can be found on the Student Hub.  

However, if you post feedback on GetHeard@City and it is made visible to staff on the public board, you can expect an appropriate acknowledgement and update from staff. If you raise an issue via GetHeard@City which is made visible to staff and you do not receive a satisfactory staff response within the given timeframe, this may be used as evidence of attempting informal resolution in line with stage 1 of the complaints procedure.  

For more information, please see the complaints procedure on the Student Hub.

How quickly will I receive a response once the Programme Rep moves my feedback to the public board?

The estimated response times are designed to give you a timeframe for when you expect a response from your programme reps or from staff. This doesn't mean your issue will be solved within this time, but it does mean that your comments will have been acknowledged and you will know what will happen to your feedback.  

The estimated response times are:  

  • 3 working days for programme reps to respond in the private feedback board area.  

  • Once your feedback is moved to the public feedback board, you should receive an acknowledgement response within 3/5 working days. 

  • If your feedback needs to be raised at a Committee meeting, you will be updated once the meeting has concluded and the minutes have been released.  

  • If your feedback needs to be raised with a different University Service, it might take longer to receive a resolution, but you will be updated frequently on the progress of your issue or suggestion.  

  • Please note that you should not expect responses from staff outside of core working hours (9am-5pm, Monday to Friday). 

While the GetHeard@City platform is designed to be dynamic and efficient, it isn’t monitored 24/7 and isn’t appropriate for emergencies or situations where you need urgent assistance. Students, programme reps, and staff will need time to engage with and respond to posts.  

If you have enquiries or student support needs, you can browse available services here at City?on the?Student Hub.?You can?or submit a query on Support@City. 

If you have any questions or enquiries about your course, you should contact your Course Officers or Academic contacts, as advised in your Programme Handbook.  

If you or someone else is in immediate danger or there is a life-threatening emergency, contact the emergency services by dialling 999 and?Campus Security on 3333.