Information for parents and supporters

Coming to university can be a big adjustment for students as well as their families and supporters. We understand that there are many reasons why parents, carers, friends or relatives may be worried about a student. Sometimes students encounter personal or academic difficulties, and families and supporters naturally want them to feel supported and able to achieve their best. The University is committed to providing a supportive and positive environment for all.   

If you contact us with concerns regarding one of our students, we can do the following:

• Listen to your concerns and act on these accordingly.
• Explain the wide range of support available to students here at Durham University.
• Inform a student of your concerns for them, requesting them to get in contact with you, if required.
• Talk with a student about giving us consent to share with you. With a student’s consent, most departments can inform you of our actions and work with you and your student to provide support. Please note: The Counselling & Mental Health Service does not offer a third-party agreement with supporters. Students attend CMHS sessions autonomously and independently; in order to fully engage and benefit, sessions must offer a safe, confidential space to discuss personal issues. However, the Service will always share information as outlined in the Statement on Information Sharing (see below) and can take your queries and concerns and offer general advice.

However, we are unable to do the following:

• Discuss any information about an individual student at Durham University without the student’s clear written consent – other than in exceptional circumstances as outlined in our Statement on Information Sharing: Statement on Information Sharing and Emergency Contact in Student Support Sept 2024

This is in accordance with the legal requirements of the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. As adults, students are entitled to expect that the University will not share information with third parties unless they have given consent to do so. A third party will include close family members, even parents, when the student is over 18 years of age. Without a student's permission we are unable to have a detailed discussion about them unless serious concerns are being raised about their immediate welfare.

• Provide an update on any actions we take without a student’s consent. We understand that this can be worrying for you so please be assured that we will always act on concerns raised as necessary.   
• Force students to give us consent with a third party, even a close family member. We can however contact a student to explain that giving consent to share can be helpful in ensuring they have help from their families and supporters.

Some common concerns from parents/relatives/friends may include:

What can I do if I cannot get in contact with/have not heard from a student?

If you are concerned because you have not been able to contact a student, and you are worried about their wellbeing, in office hours you can let the University know through their college support team: Our Colleges. Staff can take details of the student and seek to let them know that someone has been in touch and is concerned about them. It will then be the student’s choice to get in contact, and staff will not generally get back to you.  

For mental health concerns, please contact the Counselling and Mental Health Service in office hours: Concerned About Someone?

Out of hours, if you have an emergency, or have urgent concerns about a student, you can contact the University's Security Hub on 0191 334 2222. Also please see the following: Emergency Contacts

What can I do to support a student’s move to university?

The adjustment to university life can take time. A degree of anxiety is a normal part of life when faced with new situations. Most students will adjust within a number of weeks, but if a student is still struggling, please encourage them to get in touch with support staff. Whilst your natural tendency might be to intervene and help them, we would encourage you to explore with them what they might do to help themselves and to take appropriate action. 

Agree how often you will communicate and how. Remember to encourage the right balance of contact with you and investment in new relationships and sources of support. Keeping in regular contact with them will enable you to be part of their experience. 

Remember that the first few weeks are very busy and exciting, which means there is also the potential for it to be tiring and stressful. It is beneficial to encourage new students to take advantage of the very wide range of opportunities on offer but also to remind them of the importance of taking care of their wellbeing. Sleep, diet, and exercise are key to a positive all-round student experience.   

Even when students adjust well initially, there may come a point in their studies when they face challenges. Encourage them to be pro-active about engaging with Student Support Services at the first sign of difficulty.  

Further information on moving to university can be found here:

Frequently Asked Questions

How would I be contacted in an emergency?

The University will contact a student’s nominated Emergency Contact if an emergency arises for the student. All students must provide the University an Emergency Contact when they enrol online and become registered as a student. Please note: If possible, please provide a UK telephone number, as some countries may block incoming calls from the UK, meaning we can’t always use international numbers. The University will attempt to gain the student’s prior consent to communicate with their Emergency Contact, but where consent cannot or will not be given, it may act without consent. The circumstances in which we would contact you without consent are outlined here: Statement on Information Sharing and Emergency Contact in Student Support Sept 2024

I am worried that a student is at risk right now:

Please see the following information on what to do in an emergency:

Emergency Contacts

A student needs support:

If you have concerns about the wellbeing of a student, in the first instance you should encourage them to contact our Student Support Services.  You can find out more about all of the University's Student Support Services Student Support & Wellbeing

Current students can also access the Student Support Hub  Student Support Hub

Please be reassured that we understand that it is worrying to have concerns about a student and we can receive information and will always act on concerns raised as necessary.   

How can a student give consent to share with a third party (such as a family member)?

The student needs to contact the relevant service or College and clearly state that they give their permission for details of their contact with that service/College to be shared with a third party along with the name of that person and their relationship. We would usually ask that this consent is given in writing, from the student’s University email address, so that we can be certain that the consent has been given by them.

Please note: The Counselling & Mental Health Service does not offer a third-party agreement with supporters.  Students attend CMHS sessions autonomously and independently; in order to fully engage and benefit, sessions must offer a safe, confidential space to discuss personal issues. However, the Service will always share information as outlined in the Statement on Information Sharing and can take your queries and concerns and offer general advice.

Students under the age of 18:

Arrangements may differ when a student is under the age of 18 and there are more circumstances in which parents/guardians may be contacted by the University in relation to concerns about a student.  However, please be aware that this does not mean we are always able to disclose information about a student and you would only be contacted if we had serious concerns about their welfare or behaviour. Please refer to the letter which is sent to these students and parents/guardians prior to admission for more information on this:

Under 18 Letter 2024