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Need Help?

This section provides a list of questions frequently asked by non-members concerning the HEAT Service. Member organisations can contact HEAT Support for further assistance.

How can I get help logging in?

The HEAT System has a number of security measures in place to prevent unauthorised access. Both inactivity and incorrect login attempts will temporarily disable a user's account. If you have problems accessing the Database or Members Area of the website (both of which use your HEAT Live database credentials) this may be due to one of the following issues:


  • You are attempting to log into the incorrect location - please see HEAT Servers table
  • Your account has been disabled due to inactivity - please contact your HEAT Coordinator to be reactivated.
  • Your account has been locked as you have made 4 or more incorrect attempts to log in - please contact your HEAT Coordinator to be unlocked.
  • You have forgotten your password - select 'Forgot password?', complete the required fields and an email will be sent to the registered email address with details on how to complete the process.
  • You have not received the 'Forgotten Password' or 'Welcome to HEAT' email - check any spam folders or liaise with your HEAT Coordinator to ensure the email address provided is correct.
  • You are being directed to the Public Website when using Member Website links - check you are logged into the Members Website. We strongly recommend that you log into the Members’ Area at the beginning of each day to ensure you always have instant access.

Please note: The system will not trigger a password reset if you are locked out due to incorrect attempts or inactivity.

For security reasons and the protection of your data, the HEAT Service are unable to manage User accounts. However any HEAT Coordinator are able to assist you with account requests. 

HEAT Live Servers

Server URL Expiry Period Max Log in Attempts
Database 60 days 3
Referee Portal 60 days 3
Registration Tool N/A N/A
Student Ambassador Portal N/A 3

HEAT Demo Servers

Server URL Expiry Period Max Log in Attempts
Database 180 days 3
Referee Portal 180 days 3
Registration Tool N/A N/A
Student Ambassador Portal N/A 3


Who can join HEAT?

The HEAT Service is open to a range of organisations that deliver outreach and related programmes to students. This includes Higher Education Institutions, Third Sector Organisations and other alternative providers.  Continue reading to learn more about Membership eligibility and the joining process or view our full list of members.

Can I subscribe to HEAT just for the tracking element of the service?

Although HEAT subscription includes tracking, this is not the only component offered by the Service (see How it Works for further details). HEAT members have developed a system that underpins tracking and encompasses a wide range of other features and tools to help deliver access and student-success initiatives. This is why HEAT does not offer a tracking-only membership type.

Does the HEAT Service provide training for new members?

Yes. HEAT delivers set-up training for new member organisations. Following set up, members have access to a comprehensive suite of user guides, videos, webinars and a ticket-based Helpdesk. Further group online training sessions and face-to-face support can also be provided on request, subject to a cost recovery charge.

How does personal data get used?

The HEAT Service is used by its members to track (and therefore evaluate) activities that are designed to encourage students from a wide spectrum of backgrounds into higher education. If you are a participant in these education outreach activities, it is important that you understand what personal information about you is being recorded on the HEAT system, why it is needed and how long it will be stored for. Please read our Privacy Notice for full details.

What are the Steering Group Terms of Reference?

Role / Purpose

The purpose of the HEAT Steering Group is to provide an oversight of the collaborative service outcomes through a bi-annual review of the HEAT service plan. Through its membership the group will monitor service outputs and ensure that members are satisfied that the objectives of HEAT are being met.



  • To provide strategic advice to the HEAT Central Team on longer term development and sustainability of the HEAT service
  • To receive and review information and examples of service outputs e.g. datasets and evidence and to ensure that this information is appropriate
  • To provide advice on future planning of the HEAT service
  • To review the HEAT budget and advise on budget spend
  • To review policy and receive updates from other partners such as OfS and DfE to ensure that the HEAT service remains fit for purpose
  • To ensure that HEAT positions itself and its outputs appropriately in relation to sector and government changes.


Group Membership is by self-nomination, but the Service Director will ensure that there is appropriate representation on the group to mirror the membership. Membership may be limited for practical reasons and final decisions on membership will lie with the Governance Group. If a member leaves the Steering Group, their organisation will be able to nominate a replacement. If no replacement is possible, the Service Director may approach an alternative member to ensure the group remains quorate. Representation on the Steering Group is by organisation and does not follow individuals.


In addition, the group will invite the following organisations to be in regular attendance (though without voting or decision making rights):


  • A representative from Office for Students
  • A representative from the Department for Education (Data)

The group may invite other representatives to attend meetings when their expertise, input or judgement is required.



Formal meetings will take place twice a year in (approximately) December and July.  For a meeting to be deemed quorate and agree decisions at least 1 more than fifty percent of representatives must be present (excluding the HEAT Central Team).


Amendments, modifications and Variation

The Terms of Reference may be amended, modified or varied in writing following consultation and agreement by all HEAT members, and ratification by the Governance Board.

What are the Governance Board Terms of Reference?


The role of the Governance Board is to provide strategic direction and leadership to the HEAT membership. The Board will meet twice yearly at the University of Kent, or by ‘virtual’ attendance.


The HEAT Governance Board sets out to deliver:

  • Successful monitoring and achievement of HEAT Service outcomes against agreed KPIs
  • Financial monitoring and efficient use of funds and resource
  • Effective communication to funders and the wider HEAT membership
  • Effective data compliance and security
  • Manage the transition to a single sustainable model beyond HEFCE funding


The Terms of Reference are effective from 1st January 2018, and will remain ongoing until terminated by agreement between the parties.



The HEAT Governance Board:

  • Georgina Randsley De Moura, Deputy Vice-Chancellor Academic Strategy Planning and Performance, University of Kent (Chair)
  • Anita Jackson, Director of Planning and Student Information, University of Kent
  • Daniel Knox, Head of Information Services, University of Kent
  • Clare Allison, Head of Outreach and Participation, University of Kent
  • Sharon Smith, Director of HEAT, University of Kent


Nominated HEI members:

  • Samina Khan, University of Oxford
  • Mike Kerrigan, Nottingham Trent University
  • Liz Hurley, University of Leeds
  • Nicola Mottram, University of Greenwich

Roles and Responsibilities

The Board is accountable for:

  • Removing obstacles to the successful delivery of the Service
  • Maintaining the focus of the Service at all times on the agreed scope and outcomes
  • Monitoring and managing factors outside the Service’s control that are critical to its success

The membership of the Board will commit to:

  • Champion the Service within the university and across the sector
  • Make timely decisions and take action so as to prevent delay or interruption to the Service
  • Notifying members of the group, as soon as practical, of any matter arising which may be
  • Deemed to affect the development of the Service
  • Attendance at all meetings and if necessary nominate a proxy

Members of the Board will expect:

  • To be provided with complete, accurate and meaningful information in a timely manner
  • To be given reasonable time to make key decisions
  • To be alerted to potential risks and issues that could impact the Service as they arise
  • Open and honest discussion, without resort to any misleading assertions
  • Ongoing ‘health checks’ to verify the overall status and ‘health’ of the Service


  • All meetings will be chaired by Georgina Randsley De Moura
  • A meeting quorum will be 4 members of the Board, comprising at least equal representation from the University of Kent (not including the chair) and nominated HEI members.
  • Decisions will be made by consensus (i.e. members are satisfied with the decision even though it may not be their first choice). Where consensus is not reached the Chair will make the final decision.
  • Meeting documentation will be provided by Sharon Smith, including:
    • Agendas and supporting papers
    • Meeting notes and information
  • If required, subgroup meetings will be arranged outside of Governance scheduled meetings, at a time convenient to subgroup members

Amendment, Modification or Variation

The Terms of Reference may be amended, varied or modified in writing after consultation and agreement by all members of the Governance Board.

Banner image courtesy of the University of Kent