At SLC, our customer vision includes providing an outstanding customer experience, helping customers to invest in their futures by providing an intuitive, supportive and trusted service.
We are making progress and one area in particular where we recognise improvements can be made is the journey for customers in receipt of Disabled Students' Allowance (DSA). DSA provides support with study related costs and provides vital support to thousands of students with a disability across the UK. It's hugely valuable in enabling opportunity and widening participation in higher education.
Our customers have told us that accessing this support has challenges, including too much onus on them to take action, it's a lengthy process and that no organisation takes ownership of their journey.
This is why we have been working on significant reforms that will transform and improve the DSA service. It will remove key pain points in the customer journey, provide the customer with a single point of contact and support throughout the process, and introduce contractual control to ensure consistent quality of service. In addition, these changes will reduce the time taken to access DSA.
