FAQs

GetHeard (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 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 St George's 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.

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. You may wish to use GetHeard for enquiries and your Programme Reps can help answer your question, but you will more likely get a quicker and more accurate response by using 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’.

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 , and a public feedback board. New posts are automatically placed into the private board, where Programme Reps will respond to your feedback and, if necessary, escalate your comments by moving them to the public board area. The public board is open to staff and they will respond, update, and progress your feedback which you can see via the "Open", "In Progress", and "Closed" areas.

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 Reps will also bring issues and suggestions with lots of engagement to Student Staff Liaison Committee (SSLC) and Student Experience Committee (SEC) meetings where it will be discussed more widely amongst students, Reps, and staff in your School.

If a post with lots of engagement needs to be raised with staff members, your Programme Rep will move your post to the public 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.

All current students on UG, PGT and PGR programmes run by Schools can access GetHeard.

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

If you cannot access the platform and think you should be able to, please contact your Course Officer

You will be able to access GetHeard 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.

City St George's takes data protection regulations very seriously. We want to make sure you use GetHeard 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 St George's in a feedback post or comment. 

• Unauthorised access to another student’s GetHeard account  

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

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. 

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 St George's Students’ Union Representation Team via studentrep@city.ac.uk. 

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. 

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. 

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

There may be some exceptions where anonymous comments have been turned off. We try to limit this to only when it is necessary. There will always be a notification which clearly says anonymous comments have been turned off.  

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