Service standards and service definition for Welsh Government Learning Grant FE
WGLG FE Learning Agreement confirmations
For new students, you must confirm 100% of WGLG FE Learning Agreements within 10 working days of the application being approved, or the WGLG FE start date whichever is later (2nd Monday in September).
For returning students, you must confirm 100% of WGLG FE Learning Agreements within 10 working days from the first full week of the academic year.
We'll contact you every year, usually in August, to tell you the start date of the WGLG FE academic year.
Attendance confirmations
You must submit 100% of attendance confirmations in December, March and June, and 50% of attendance confirmations in October, February and May.
Notice of changes
You must submit 100% of notices of changes within 10 working days of the change occurring.
Removal of outstanding WGLG FE Learning Agreements
If students are not returning, you must remove them from the Learning Centre Portal by the first full week of the academic year.
We'll contact you every year, usually in August, to tell you the start date of the WGLG FE academic year.
Withdrawals
You must submit 100% of withdrawals within 30 working days.
Service standards for the Student Loans Company
Application processing and notices of entitlement
During peak periods, we must assess 90% of applications within 14 days and 100% within 21 days.
During off-peak periods, we must assess 100% of applications within 7 days.
When we receive a completed application, we must issue a notice of entitlement to the student.
Termly payments to students
We must make payments to students with positive attendance confirmations each term.
Further education provider enquiries to our Partners Support Desk
During peak periods, we must answer 98% of emails within 10 days and 80% of phone calls within 180 seconds. The rate of abandoned calls must be lower than 10%.
During off-peak periods, we must answer 98% of emails within 4 days and 90% of phone calls within 120 seconds. The rate of abandoned calls must be lower than 5%.
The accuracy must be 95% as identified through quality checks.
View the service standards
Service definition
The service definition explains what you can do in the Learning Centre Portal. It also defines our roles and responsibilities, as well as yours.