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Frequently Asked Questions – Coronavirus 

During this difficult time we understand that many of you may have questions regarding your course or exam. We hope this page brings some clarity to what is an uncertain time for all. If your question has not been answered on this page please email our Customer Service Team,, so we can add the answer here for others who may have the same question. Thank you for your patience at this time.

Contacting Us

When will your phone lines re-open?

Our phone lines are open.  They may be busy, if so please email us instead,

When will your centres re-open to the public?

Please click here for more information regarding our centres and opening times. There will be a queuing system in place to restrict numbers within the reception area.

How do I send copies of information you’ve requested regarding my income, etc.?

We are happy to accept scanned versions of documents or photographs of ID emailed to Please state clearly who you are, what you are sending and why. Please note that the facility to complete forms, provide ID and evidence will soon be available via our website.

Can I still access Skills & Learning support teams if the centres are closed?

Yes. Our phone lines are open, so please contact our Customer Service Team if you need to access support – 01202 123444 or email


What is Skills & Learning doing about Coronavirus?

Where we can, learning has been moved online. Where learning remains classroom based it is carefully Risk Assessed to keep learners and staff safe. You will be told about the measures in place when you enrol on a course.

Where can I get more information about COVID-19?

The dedicated website for Government advice regarding Coronavirus can be accessed here. 

The NHS also have a dedicated webpage to provide support and more information regarding COVID-19 and self-isolation. This can be accessed here.

New Courses for Spring and Summer

How do I enrol or apply for a course?

You can apply and enrol on any of our live courses here. You will need to create an account or login before enrolling or applying for a course.

I haven’t received a copy of your brochure, how do I get one?

An electronic version of our brochure is available on our website here.  

How safe will I be undertaking Hairdressing or Beauty courses?

We carry out risk assessments to ensure the safety of our learners, staff and visitors that visit our training salons. Close contact services such as Hairdressing and Beauty require the therapist/stylist to wear a face-mask and visor when working on clients. All appropriate hygiene procedures are in place within the salons, following both government guidelines and guidance from the awarding bodies.

I am an existing learner, do I need to re-enrol?

If you’ve been in touch with your tutor during lockdown they will have informed you of the arrangements for re-enrolling.  

If you haven’t been able to continue with your learning during lockdown please email us,, with your name and details of the course that you’d like to continue with.

I'm a furloughed worker - can I still study a course?

Yes, furloughed workers are able to undertake training and studying during this time. To take a look at our full range of courses please click here.

Course Applications for courses that require an online application form to be completed

How do I apply?

Please search for the course that you would like to apply for to complete your online application here.

Have you received my application?

You should receive an automatic email within 24 hours to confirm that your application has been received.  Please check your junk mail or spam folder as well as your inbox.  An email will also be sent if we need you to complete a further assessment or if we require any further information.

When will I hear if my application has been successful?

We aim to be in touch within 14 days.  Please check your junk mail or spam folder as well as your inbox. 

I’ve done a course with you before, do I still need to apply?

Yes please.  Where an application form is used to assess a learner’s suitability for a course, all learners need to complete the application irrespective of whether they’ve already applied or enrolled on a course with us (unless you’ve been advised by your existing Skills & Learning tutor that this is not necessary).  If you’ve previously submitted an application your basic details will already be filled in on your new application so the process won’t take as long.

I’ve tried to complete an application, but I’ve received an error message about a duplicate record. What do I need to do?

Please email us,, and we’ll get this resolved as quickly as possible so that you can complete your application.

I’m not very confident with using a computer, do you accept paper applications?

The course that you’re applying for includes an element of work that will need to be completed using a computer, so it’s important for us to ensure that you have the necessary skills.  If you feel that you need to brush up on your ICT skills please click here for more information on our ICT courses.


GCSE's Summer 2021 - Will I be taking my exam?

GCSE exams for the 2020-2021 academic year will not take place due to not being able to hold exams and assessments fairly this year as a result of the pandemic. Tutors will be required to submit grades based on their assessment of what learners have shown and are able to do during their course. This is to ensure you are able to move on to your next stage of learning or employment. 

Ofqual have published further guidance around the grading system this year to support you in understanding the new system. To access the guidance please click here.


Will I be taking my exam?

Functional Skills qualifications and English for speakers of other languages (ESOL).

Exams and assessments for these will go ahead and will be delivered in line with social distancing and other safety measures. Exams may be conducted remotely in certain circumstances, and alternative arrangements will be available for those who cannot access the assessments.

Vocational courses with written or practical exams

Exams and assessments for these will go ahead and will be delivered in line with social distancing and other safety measures. Alternative arrangements will be available for those who cannot access the assessments.

Awarding Organisations are issuing further guidance and we will be following this for all examinations and assessments for the rest of the academic year.


I took an exam with Skills & Learning before lockdown, but haven’t yet received my result, when will I get it?

You can check the latest information regarding results and resits on our examinations page here

How will I be notified of my exam result?

Results will be posted to you.  If you need to contact us to advise us of a new address please email us,

Can I just sit an exam with Skills & Learning as an external candidate rather than doing an exam as part of a course?

Unfortunately we don’t offer exams only; exams are only available as part of a course.

General Learning

I'm facing changes in my employment - how can you help me?

During these challenging times Skills & Learning is here to support you with many professional and personal development opportunities. If you are unsure of what to do next, the Next Steps team can help you. You can book a free 1:1 appointment with a team member to help you with your changes in employment, applying for new jobs or provide free impartial information about learning opportunites near you. To book, or to find out more information, please click here.

We have created this guide to provide support and information for those facing changes to their employment.

How do I access Office 365 from Home?

We have developed a guide on how you can access your 365 account from home which you can access here.

I need help with my digital skills - where can I go?

We have a range of Computing courses at a range of levels should you wish to work on your digital skills, please click here for more information.

Alternatively the Bourne Digital project could help you with digital skills should you not wish to enrol on a course. They can support with problems accessing your emails, getting to grips with Office 365, helping to stay in contact with others, applying for jobs online and understanding how digital skills can help you stay mentally and physcially well.

Bourne Digital is a fully funded project (no cost to you) providing digital support to those with no or low digital skills. They are at the end of a phone Monday-Friday 9-5pm to support you.

Bourne Digital can support individuals living in Bournemouth, Christchurch and Poole during these times of social isolation.

Getting in touch is very easy, just call 01202 677557 and one of our Mentors will call you back. Contact can be made via telephone calls, webinars and email communications within the Bournemouth, Christchurch and Poole areas. 

Bourne Digital is part of the Power Up initiative and is delivered by Ansbury Guidance in partnership with BCP Library Service, Skills & Learning, BCHA, Routes to Inclusion & West Howe Enterprises. It is an initiative by the Good Things Foundation with the financial support of J.P Morgan. You can find out more about the funded projects and keep up to date with all the latest news from the Power Up initiative by visiting

Please do not hesitate to contact us and for those that are interested, please contact 01202 677557 or email They look forward to hearing from you. 

How do I look after my mental wellbeing whilst studying/staying at home?

Staying at home can have an impact on our mental health and wellbeing. It is important that we take care of our mind as well as our body during this time. Every Mind Matters is an NHS campaign with some excellent tips on how to keep well during this time. For more information please click here. 

If you are studying at home be sure to: 

  • Have a separate workspace from where you sleep or relax – it’s all to easy to take a quick nap when your in areas you associate with sleep. 
  • Eat well, drink lots of water and get a good night’s sleep.  
  • Set yourself small goals so you have something to work towards, this will help motivate 

For more study tips here are some articles we found useful: 

Oxford Learning 


Learning something new can also support with your wellbeing if you are not already doing so. Why not take a look at our range of resources on our Keep Learning, Keep Well webpage here.

Can I still complete my work experience/traineeship placement?

All work placements are suspended during the temporary social distancing period. If you are fit and well and over 18, you may wish to volunteer for the NHS during this time – click here to find out more.


Am I entitled to a refund?

For more infomation on refunds please visit our terms & conditions here.