FAQ's
Enrolment
How do I enrol on a course?
When can I enrol on a course?
Where can I see when a course starts?
Can I enrol on a course even though it has already started?
If I want to enrol by telephone, what information do I need?
How can I check if there are any spaces left, before I enrol on a course?
Where can I find information about a course before I enrol?
Why can't I enrol online or by phone for some courses?
What information do you need to enrol on a course if I am in receipt of benefits?
Can I enrol on more than one course?
Do I have to live in the borough to enrol on a course with you?
Fees and refunds
What are the three different fee types?
How can I pay for my course?
Can I pay for my course in instalments?
How do I get a refund if I am unable to attend a course?
Can I get a refund if I don't like a course that I have enrolled on?
How long does it take for my refund to be paid back to me?
If I have been given credit, how do I use this?
Interviews
How do I book an interview?
What do you need me to provide you before my interview?
How do I cancel an interview that I have booked and can longer attend?
How do I enrol on a course?
You can enrol on a course in the following ways:
- By telephone. Please call 0208 753 3600. Our telephone opening hours are from 9am to 5:45pm Monday to Thursday and Friday 9am to 5pm.
- Online. Click on the red enrol online button displayed on the course information page. To manage your online account, please go to EBS Online Enrolment. If you are unable to reset your password yourself, please email alssinfo@lbhf.gov.uk with your name and we will reset your password for you. Please be advised that this may take a little longer during busy periods.
Please see our how to enrol page for more information.
When can I enrol on a course?
Most of our courses start in September (autumn term), January (spring term) and April (summer term). We recommend enrolling as early as possible as popular classes fill up very quickly. For Saturday courses, you should enrol at least 5 days prior to the start of the course. You can enrol online or by telephone only. There are no facillities for in person enrolments.
Where can I see when a course starts?
You can find this information on the details tab when you select a course.
Can I enrol on a course even though it has already started?
Yes, you can enrol at any time of the year for many courses, even if they have already started, as long as there are places available and the level is right for you. Please speak to us, if you wish to do this. It may not be possible for some accredited courses.
If I want to enrol by telephone, what information do I need?
The course code, the name of the course and if you are a learner, your learner number. Your learner number will be on the email sent to you when confirming your enrolment details.
How can I check if there are any spaces left, before I enrol on a course?
You can view this information when you go to the details tab on the course page. It is shown under availability.
Where can I find information about a course before I enrol?
This information is displayed on the course page. Click on the course info tab to see course information. You can also arrange to do a trial session or alternatively you can speak to the admin team staff, the tutor or programme manager beforehand.
Why can't I enrol online or by phone for some courses?
You cannot enrol online or by phone on courses that require an interview or if you are in receipt of certain benefits and are paying the concessionary fee. You will see on the page of the course if you are required to book an interview.
You will be asked to upload your proof of benefit electronically via a secure link that will be emailed to you, please do not email us directly any personal documents. If you experience difficulties in uploading your documents, please call 0208 753 3600 so that we can help and advise you. More information regarding benefits can be found in our fees and refunds page.
What information do you need to enrol on a course if I am in receipt of benefits?
Proof of benefit entitlement must be current, a letter no more than three months before the date of enrolment. For Universal Credit we will accept a screenshot from the website accompanied by a recent bank statement showing the benefit.
We will send you a secure link where you can upload your proof. If you are unable to do this, please let us know.
Please refer to our fees and refunds page for more information.
Can I enrol on more than one course?
You can enrol on as many courses as you like, however please check that you are not booking on courses that clash with each other.
Do I have to live in the borough to enrol on a course with you
No. Please note that for Agewell courses, there are different fees depending on where you live.
What are the different fee types?
Standard for residents of the UK or other EU countries.
Concessionary (Conc.) for those that are in receipt of certain benefits.
Full for overseas learners.
For full information regarding our fees, please refer to the fees and refunds page.
How can I pay for my course?
We no longer accept enrolling in person, however you can if you are enrolling online or by telephone, pay using a debit or credit card. We are unable to accept payment by Amex (American Express). We can also invoice your employer for course fees. You must bring written proof, on letter headed paper, that your employer agrees to pay and an additional fee of £30 is charged for administration.
Can I pay for my course in instalments?
Learners who are enrolling on a year-long course can apply to pay in instalments. Please ask when enrolling. please refer to the fees and refunds page for more information.
How do I get a refund if I am unable to attend a course?
We are only able to give you a refund, if you are unable to attend for medical reasons. For full details of our refund policy, please refer to the fees and refunds page.
Can I get a refund if I don't like a course that I have enrolled on?
No. We will allow you 1 transfer per term to another course or any fees you have paid will be held as credit for you. For full details of our refund policy, please refer to the fees and refunds page.
How long does it take for my refund to be paid back to me?
Please allow up to 10 working days for your refund to paid back to you. It may take a little longer during busy periods. For full details of our refund policy, please refer to the fees and refunds page.
If I have been given credit, how do I use this?
Please advise us at time of enrolling that you wish you use any credit you have. You must use your credit within the academic year.
How do I book an interview?
Most of our courses do not require an interview. For courses that do require an interview (accredited courses), you can book online by clicking the Book an Interview for this course box shown on the course information page. For full details about interviews, please see our interviews page.
What do you need me to provide you before my interview?
Please provide your Passport, National Insurance Number and any benefit proof dated within the last 3 months. Also any immigration documents if you are have not been an UK/EU citizen for more than 3 years. We will ask you to upload this information electronically. You will also need to complete your pre-enrolment details via the secure link we send to you. If you are unable to do this, please let us know.
How do I cancel an interview that I have booked and can longer attend?
You cannot cancel this online. Please contact us by phone 020 8753 3600 or email on alssinfo@lbhf.gov.uk.