Service Level Agreement

Our commitment to you

Whist it is our intention to provide the number of taught weeks advertised, a lesser number of weeks may be delivered due to unforeseen circumstances, for example, inclement weather or staff sickness. Wherever possible we will reschedule cancelled sessions. Occasionally this will be on an alternative night. We undertake to deliver a minimum of 90% of lessons.

Where a class falls on a Bank Holiday or College Open Evening, the class will be rescheduled to run at either the end of the course or on an alternative night.

Should a course have insufficient numbers to make it financially viable to run, we will inform students prior to the planned start date and issue a full refund.

We aim to deliver our classroom based courses in a face to face classroom setting. Our arrangements for course delivery will be regularly reviewed in line with the relevant government guidance.

If situations change ie; if the College is required to close or if a member of teaching staff is required to shield, we may need to switch to online delivery of classroom-based courses. This means some sessions may be virtual classrooms using technology such as Microsoft Teams or Zoom. So, you will therefore need access to a PC, laptop, or other suitable device. These sessions may be full virtual classes, or provide work set online to undertake during the session.

The commitment that we ask of you

In the event of your own sickness, holiday, or other absence, we ask that you notify us as soon as possible by emailing adulted@collyers.ac.uk

For recreational courses, we ask that you attend a minimum of 70% of the sessions. If you’re attendance drops below this we will contact you to review whether it is appropriate for you to continue, taking into account your needs and the needs of the class as a whole.

For qualification courses, we ask that you attend a minimum of 80% of the sessions. If you have an unexplained absence of two weeks or your attendance falls below 80% we will contact you to discuss your attendance. We are required to withdraw you should your attendance fall below 70% or you miss three consecutive weeks. In such circumstances we reserve the right to withdraw you from the course without a refund.