- What should I check before submitting a request?
- What are exceptional circumstances?
- What should I know before submitting?
- Which exceptional circumstances reason code should I use?
- What evidence do I need?
- Which situations are not accepted?
- How do I submit my exceptional circumstances request?
What should I check before submitting a request?
Use this page to:
- identify the reason code that best matches your circumstances
- check whether your circumstances are acceptable
- find out what supporting evidence you need
Your request may not be considered if:
- the reason code does not accurately reflect your circumstances
- suitable supporting evidence is missing
- your evidence does not cover the affected assessment date
- you submit photographs of prescriptions, medication or damage
- your self-certification form is incomplete or incorrectly completed
What are exceptional circumstances?
Exceptional circumstances are serious and significant events that:
- were unforeseen
- were outside your control
- significantly affected your ability to sit or submit an assessment
You must provide clear supporting evidence covering the specific assessment date or dates affected.
All evidence must be in English. If your evidence needs translating, the translation must be completed by an official translator.
What should I know before submitting?
- If you have already submitted your assessment, follow the Fit to Sit Policy. See sections C3.8.4 and C3.8.5 of UPR AS14.
- Read the unacceptable situations section before submitting your request.
- Do not submit a request if your circumstances do not match one of the reason codes on this page.
- Graphic images and videos will not be accepted as evidence.
- A self-certification form may be accepted for some reason codes. Check the relevant reason code before completing the form.
Submitting a fraudulent exceptional circumstances request may result in action under the University’s Student Academic Misconduct Policy or Fitness to Practise Policy.
Which exceptional circumstances reason code should I use?
Select the reason code that best matches your circumstances:
-
Reason code 1: Serious or urgent physical or mental health condition
-
Reason codes 2a and 2b: Disability or mental health condition
- Reason code 7: Commitment outside your control
- Reason code 8: Work commitments
- Reason code 9: Religious reasons
- Reason code 10: Holiday booked before accepting your offer
- Reason code 11: Reinstatement after your StudyNet access was barred
- Reason code 12: Technical or IT-related issue
Check the full requirements for your reason code before submitting your request.
Reason code 1: Serious or urgent physical or mental health condition
This may include:
- a broken limb
- influenza
- an acute mental health episode
What evidence do I need?
Provide evidence showing how your condition affected you around the assessment date.
You may be able to use a self-certification form for an urgent short-term condition if you meet the criteria. For conditions not covered by self-certification, you must provide medical evidence.
Photographs of prescriptions or medication, and appointment confirmations without further supporting evidence, will not be accepted.
This reason code does not cover disabilities already recognised by the University. See reason code 2.
Reason codes 2a and 2b: Disability or mental health condition
Use these reason codes if:
- you could not complete an assessment because of your disability or mental health condition
- an adjustment in your Study Needs Agreement was not implemented
What evidence do I need?
Provide evidence showing how your disability or mental health condition affected you at the time of the assessment. A diagnosis alone is not sufficient.
Medical evidence must be dated around the assessment date.
If your Study Needs Agreement supports exceptional circumstances relating to a chronic condition, include this information in your request.
You may be able to use a self-certification form for an urgent medical situation if you meet the criteria.
Reason codes 3a and 3b: Death or bereavement
Use these reason codes for:
- the death of a close family member or close friend near the assessment date
- a funeral taking place at the same time as your assessment
What evidence do I need?
Where possible, provide:
- documentary confirmation of the death
- an order of service
- confirmation from a religious or humanist officiant
Explain your relationship to the person if it is not clear from the evidence.
If you cannot obtain documentary evidence, you may be able to use a self-certification form.
You can also include a statement from your Personal Tutor if they were aware of your circumstances.
Reason code 4: Serious personal or domestic problem
This covers serious non-medical circumstances such as:
- separation from a spouse or partner
- being a victim of crime
- eviction or a housing crisis
- the unexpected loss of formal sponsorship
What evidence do I need?
Evidence could include:
- a police report
- confirmation from a housing officer
- confirmation from your sponsor
- other documentation relevant to your circumstances
The evidence must relate to the current assessment period.
You may also include a statement from your Personal Tutor or WASS Adviser, where applicable.
Reason code 5: Exceptional transport problem
This covers serious, unusual disruption on the date you were due to travel to your assessment. Examples include:
- a major rail incident
- a road traffic accident
- severe weather causing significant disruption
Routine or predictable transport delays are not covered.
What evidence do I need?
Provide evidence such as:
- police, traffic or weather reports
- confirmation from the transport provider
- your public transport ticket
The ticket must clearly show that you were due to travel on the assessment date. A ticket on its own is not sufficient evidence.
Your evidence must include the date and time of the disruption.
Reason code 6: Serious illness in the family
You may be able to use a self-certification form to explain the situation and how it affected your ability to complete the assessment.
If your situation is not covered by self-certification, provide medical evidence dated around the assessment date.
Reason code 7: Commitment outside your control
This covers unforeseen circumstances and emergencies, such as the unexpected loss of childcare or other carer support.
You may include a statement from:
- your Personal Tutor
- your WASS Adviser, where applicable
Reason code 8: Work commitments
This reason code is only available to:
- part-time students
- degree apprentices
What evidence do I need?
Provide confirmation from your employer or tutor explaining how your work commitments affected your ability to sit or submit the assessment.
Reason code 9: Religious reasons
This applies when a religious requirement restricts or prohibits an activity, for example a religious pilgrimage.
What evidence do I need?
Provide confirmation from a religious leader explaining your circumstances.
Fasting alone is not an acceptable reason for exceptional circumstances.
Reason code 10: Holiday booked before accepting your offer
A holiday may only be considered if it was booked before you accepted your offer from the University of Hertfordshire.
What evidence do I need?
Provide evidence showing:
- the date the holiday was booked
- the dates of the holiday
- that the booking was made before you accepted your offer
A leave of absence form is not acceptable evidence for this or any other reason code.
Reason code 11: Reinstatement after your StudyNet access was barred
This reason code only applies if you have not already been withdrawn from your programme.
What evidence do I need?
Provide the email confirming that you have been reinstated.
Reason code 12: Technical or IT-related issue
Reason code 12a: Personal equipment or software failure
For online or supported distance learning students, this covers the failure of your own device or software.
For on-campus students, a personal device failure may only be considered if you could not access on-campus facilities.
What evidence do I need?
Provide:
- a screenshot showing the failure, including the date and time
- a repair receipt showing the repair date, where applicable
- evidence that on-campus facilities were closed or that you could not travel to campus, where applicable
Reason code 12b: Failure of University or partner systems
Provide an official communication from the University or partner confirming the failure of the equipment, infrastructure or software.
Reason code 12c: Upload or access failure not related to debt
This may include:
- a power or internet service provider failure
- the failure of a third-party assessment or invigilation system
- another software problem that prevented you from uploading your work
What evidence do I need?
Provide evidence such as:
- correspondence with the service provider
- a public service-status report
- screenshots showing the date and time
An incorrect file type or file size is not an acceptable reason. Minor internet interruptions are also not acceptable.
Reason code 12d: Unable to complete an online test or exam after starting
This applies when technical or other difficulties prevent you from completing a quiz, online test or exam after you have started it.
What evidence do I need?
Provide evidence of the problem. Screenshots must show the date and time.
You must submit your exceptional circumstances request through your student record by midnight GMT on the day after the quiz, test or examination.
Link to Self-Certification Form, this may be required as part of your evidence.
Which situations are not accepted?
The following will not normally be accepted as exceptional circumstances:
- a minor or ongoing medical condition, unless it became acutely severe at the time of the assessment
- a bereavement outside the semester or not connected with the assessment date
- misunderstanding or misreading an examination timetable
- oversleeping
- missing an assessment deadline
- financial difficulties
- routine or predictable transport delays
- complaints about University staff
- technical problems reported outside the permitted period
- planned holidays or house moves
- computer or printer failure where work was not backed up
- uploading work to the wrong location
- uploading the wrong work
- normal examination or assessment stress
How do I submit my exceptional circumstances request?
- Identify the reason code that best matches your circumstances.
- Check the evidence requirements for that reason code.
- Complete the exceptional circumstances form in your student record and submit your supporting evidence.
If you are unsure which reason code to use or what evidence to provide, contact Ask Herts or your School before submitting.
You can also read the exceptional circumstances frequently asked questions.