Frequently Asked Questions

Your questions answered – supporting you every step of the way.

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I’ve had my Needs Assessment – how do I arrange support?

To begin your support with Onyx, simply complete the form on the "Arrange my DSA Support" page, or email your DSA letter at admin@onyxstudents.com. Our friendly team will be in touch to match you with a suitable support worker based on your needs and preferences.

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What is Specialist Mentoring?

Specialist Mentoring provides one-to-one support to help you manage the emotional, psychological, and practical challenges that may affect your ability to study effectively. It is designed for students who may experience barriers related to mental health conditions, autism, ADHD, specific learning differences, or other disabilities. Specialist Mentors can support you with a wide range of areas, including anxiety, stress, low mood, motivation, confidence, organisation, time management, planning, problem-solving, emotional regulation, creating routines, and developing independent study strategies. They can also help you understand how your condition or disability impacts your learning and work with you to build personalised coping strategies that support your academic progress and overall wellbeing. Our mentors are trained to provide student-centred support that empowers you to overcome barriers, build resilience, and develop the skills needed to succeed both at university and beyond.

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What can I expect in my first session?

In your first session, your Specialist Mentor or Study Skills Tutor will discuss with you your current challenges and what you would like support with. This is a relaxed and informal conversation, giving you the space to talk openly at your own pace—there’s no pressure to share anything you’re not comfortable with. Together, you will begin to explore your strengths, any barriers you may be facing, and agree on some initial goals for your support. Your mentor will also explain how sessions will work, answer any questions you may have, and start to identify strategies that could help you. The first session is really about getting to know you and making sure you feel comfortable, supported, and understood.

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Where will my support sessions be held?

This depends on the type of support you’re receiving and your personal preference. We’ll always work with you to find a setting that feels comfortable, appropriate, and confidential.

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What are my options for support methods? Can I change them later?

Yes — support can usually be delivered face-to-face or via video calls, depending on what suits you best. If your circumstances change, speak with your support worker and we’ll do our best to adapt your support.

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Can I change my support worker?

Absolutely. If you feel your support worker isn’t the right match, please let us know. We want you to feel fully supported, and we’ll work with you to find someone who better fits your needs and preferences.

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Do I have to pay for NMH support?

No. In most cases, NMH support is funded through your Disabled Students’ Allowance (DSA). If you’re unsure what you’re funded for (or you’re accessing support through your university or privately), contact us and we’ll help you understand your options.

 

What if I’m not sure what kind of support I need?

That’s completely okay. Your Needs Assessment Report will outline recommended support types. If you’re still unsure, or your needs change over time, get in touch — we’re here to guide you.

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Can support continue during placements or university holidays?

Support can often continue during placements or holidays, particularly if it’s delivered remotely. Please discuss this with your support worker or contact us in advance so we can plan with you.

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Can I receive more than one type of support at the same time?

Yes — many students access more than one type of support, such as mentoring, note-taking, and study skills. This depends on what has been recommended and approved in your Needs Assessment Report.

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What if I need additional hours? 

To request additional hours, please contact your funding body. You can log into Student Finance account and use the “Contact us” / “Message us” section, or call them directly. You will need to explain how the support is benefiting you and why additional hours would be helpful at this stage, they should be able to advise you further and support the process.

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If your question isn't listed here, we’re happy to help.

Get in touch: admin@onyxstudents.com
Or visit our Contact Page for more options.