House of Admissions’ student service charter. Sets out HOA’s commitments on cost (free at every stage), response times, honest assessment, and student ownership of the personal statement; what HOA asks of students; and what HOA cannot do, including guaranteeing admission or a visa or giving regulated immigration advice.
Student Service Charter
What you can expect from HOA, what HOA asks of you, and — just as important — what HOA cannot do.
Key points
- Free at every stage. No fee of any kind is charged to a student. HOA is paid commission by a partner university on enrolment.
- Enquiries acknowledged within 1 working day; questions during an active application answered within 2 working days.
- HOA will tell you if UK study is not right for you, even though it earns nothing in that case.
- Your personal statement stays yours. HOA helps you structure and refine it; it does not write it.
- You can leave at any time, with no fee and no penalty, and take your documents.
- HOA cannot guarantee admission, a scholarship or a visa, influence a UKVI decision, or give regulated immigration advice.
- You must disclose any previous visa refusal. Concealing one is a common cause of an avoidable refusal.
1 What this charter is
This charter sets out, in two directions, what a student can expect from House of Admissions and what HOA needs from the student in return. It is written as a pair deliberately: a service standard that only binds one side is a marketing page, not a charter.
It applies to every student HOA advises, in every office and online, from first consultation through to arrival in the UK.
2 What HOA commits to
Cost
- You pay HOA nothing, at any stage, for any service. No consultation fee, service fee, processing fee, document fee or success fee.
- HOA is paid a commission by a UK partner university when a student enrols there. That is disclosed because you cannot weigh advice without knowing how the adviser is paid — see the Conflict of Interest Policy.
- Third-party costs are never paid to HOA. Visa fees, the Immigration Health Surcharge, IELTS or PTE fees, the MoEST NOC fee and university deposits are paid by you, directly to those bodies.
Response times
| What | Standard |
|---|---|
| Acknowledging a new enquiry | Within 1 working day |
| Offering a first consultation appointment | Within 3 working days |
| Reviewing documents you have submitted | Within 3 working days |
| Responding to a question during an active application | Within 2 working days |
| Acknowledging a complaint | Within 2 working days |
| Telling you a university or UKVI decision | Within 1 working day of HOA receiving it |
If HOA misses one of these, you are entitled to say so under the Complaints and Appeals Policy, and HOA should tell you why rather than waiting to be asked.
Honesty
- You get an honest assessment of your chances, including when the answer is that your profile or funds do not support what you want.
- HOA will tell you if UK study is not the right choice for you, even though HOA earns nothing in that case.
- Figures are given with their source and their date. Where something is uncertain — a visa outcome, a university decision, a policy under review — you are told it is uncertain rather than given false confidence.
- HOA will not guarantee admission, a scholarship, or a visa. Nobody can, and a consultancy that does is telling you something it cannot deliver.
- If a university HOA has recommended has its sponsor licence suspended or revoked, or changes something material, you are told promptly.
Your application is your own
UK universities require the personal statement to be your own work and UCAS screens submissions for similarity. HOA helps you structure, review and refine a statement built entirely from your own background, motivations and experience. The substance is yours. A statement written by somebody else puts your application at risk of withdrawal, and that risk follows you to every university you apply to.
- HOA will not submit any application without your agreement to its content.
- HOA will not sign anything on your behalf or create an account in your name without telling you.
- You keep copies of everything submitted for you, and HOA will provide them on request.
Your information
- Your documents and personal information are used to progress your application and for nothing else.
- Your details are shared with a university only to the extent needed for your application, and not with any other third party without your consent.
- Your name, photograph or story is never used in marketing without your separate written consent, which you may withdraw.
- If you are under 18, additional protections apply — see the Safeguarding Policy.
Respect and freedom to leave
- You are advised without pressure, deadlines invented to hurry you, or discouragement from taking time to decide.
- You may stop working with HOA at any time, with no fee and no penalty, and take your documents with you.
- You may take advice elsewhere, apply independently, or use another consultancy, and HOA will not refuse to continue helping you because you did.
- You are treated equally regardless of caste, ethnicity, gender, religion, disability, sexual orientation, province or family means.
3 What HOA asks of you
These are not conditions of service — help is not withdrawn for failing them — but an application succeeds or fails largely on these points, and most of them only you can do.
- Give true and complete details of your academic record, finances, visa history and any previous refusal. A previous UK or other visa refusal must be disclosed. Concealing one is the most common cause of a refusal that could have been avoided.
- Provide genuine documents. HOA will not submit a document it believes to be false, and will end its work with a student who asks it to.
- Tell HOA promptly if your circumstances change — funds, results, family situation, contact details.
- Write your own personal statement. HOA will help you shape it.
- Meet the deadlines you are given, particularly for documents, deposits and the 28-day bank balance, which cannot be shortened by anyone.
- Prepare for your own credibility interview. HOA can prepare you; it cannot attend.
- Read what you are asked to read, including your offer letter and CAS statement, and ask if anything is unclear.
- Respond to messages during an active application, and attend appointments you have booked or cancel them.
- Keep your own copies of every document and receipt.
- Treat HOA staff with respect. HOA will not tolerate abuse, threats or harassment of its staff, and may decline to continue in those circumstances.
4 What HOA cannot do
Stated plainly, because the gap between what a consultancy can do and what students sometimes expect is where most disappointment comes from.
- Guarantee admission, a scholarship or a visa. Universities and UKVI decide; HOA does not.
- Influence a UKVI decision or speed up a visa application.
- Give regulated immigration advice. HOA provides education guidance and helps you prepare documents. For advice on your individual immigration position, consult a regulated immigration adviser.
- Write your personal statement, sit a test for you, or attend your interview.
- Change a university’s entry requirements, a refusal decision or a deposit refund policy.
- Recover money paid to a third party — a university deposit, a visa fee, a test fee. HOA can help you make the case; it cannot compel the outcome.
5 If something goes wrong
Tell HOA. A complaint is treated as information about a process that needs fixing, not as a nuisance, and no student is treated less favourably for making one.
The route, the timescales and the external escalation points are set out in the Complaints and Appeals Policy. In summary: an informal word with your counsellor or the office manager first if that is likely to settle it; a written complaint acknowledged within 2 working days and answered within 10 working days if it is not; and an appeal to the Director after that. You may go outside HOA at any point and are never required to exhaust the internal process first.
Questions about this policy
Yes. You pay HOA nothing for any service at any stage — no consultation fee, service fee, processing fee, document fee or success fee. HOA is paid a commission by a UK partner university when a student enrols there. Third-party costs such as the visa fee, the Immigration Health Surcharge, IELTS or PTE fees, the MoEST NOC fee and university deposits are paid by you directly to those bodies and never to HOA.
A new enquiry is acknowledged within 1 working day and a first consultation offered within 3 working days. During an active application, questions are answered within 2 working days and documents reviewed within 3. A university or UKVI decision is passed to you within 1 working day of HOA receiving it. Working days are Sunday to Friday, excluding public holidays.
No. UK universities require the personal statement to be your own work and UCAS screens submissions for similarity. HOA helps you structure, review and refine a statement built entirely from your own background, motivations and experience. A statement written by somebody else puts your application at risk of withdrawal, and that risk follows you to every university you apply to.
No, and no consultancy can. Universities decide admission and UKVI decides visas. HOA can give an honest assessment of your chances, prepare your file properly and tell you where the risks are. A consultancy guaranteeing admission, a scholarship or a visa is promising something it has no power to deliver.
You may stop at any time, with no fee and no penalty, and take your documents with you. You may also take advice elsewhere, apply independently or use another consultancy, and HOA will not refuse to keep helping you because you did.
Yes, and it matters more than almost anything else you will be asked. A concealed previous refusal — for the UK or any other country — is among the most common causes of a refusal that could have been avoided. Disclosing it allows the application to be built to address it; concealing it does not make it invisible to UKVI.
HOA provides education guidance and helps you prepare and check your documents against published UKVI requirements. It does not give regulated immigration advice. For advice on your individual immigration position — particularly after a refusal, or where your history is complicated — consult a regulated immigration adviser.
Say so. Raise it informally with your counsellor or the office manager first if that is likely to settle it, or make a written complaint, which is acknowledged within 2 working days and answered within 10 working days. No student is treated less favourably for complaining, and you may go outside HOA at any point.
Ownership, adoption and review
- Policy owner
- Kabir Panta, Safeguarding and Compliance Officer — compliance@houseofadmissions.com
- Deputy
- Anusha Budhathoki — apply@houseofadmissions.com
- Adopted by
- Rahul Chhetri, Director on 2 October 2026
- Version
- 1.0, issued 2 October 2026
- Next review
- By 2 October 2027, or immediately on any material change to HOA's partner agreements, counsellor pay arrangements, or applicable law
Published by House of Admissions, a UK-exclusive education consultancy in Nepal, free to students at every stage. This document is not legal advice. Related: Student Service Charter · Complaints & Appeals Policy · Conflict of Interest Policy · Safeguarding Policy · All legal documents.