SUPPORT AND FAQS

Frequently Asked Questions

We know that getting the right level of support is important to you. We have put together this list of frequently asked questions to help you find your answer quickly and easily as possible.

If you can’t find an answer to your question or would like more information, please get in touch.

Accessing My Signature

My Signature can be accessed by hovering your mouse over Sign In at the top of any page on the Signature website, then selecting My Signature. To login simply enter your username (email address) and password.

If you are having problems logging in you will see a Forgotten my password link. Click on the link and your password will be e-mailed to you.

Yes. You can have multiple users for My Signature. For every extra login name and password that you create your administrator must contact your Customer Support Officer to have the details assigned to your course provider number.

Approval

Your approval to run our qualifications lasts for one year. This starts from the date you completed your application. You will be reminded by e-mail when the renewal is due. The system will allow you to begin the renewal process 30 days before your approval lapses.

For non NVQ units once you have successfully submitted the application you should be up and running within 24 hours.

For NVQ units, when you have submitted your application correctly you will receive an email telling you what documentation you must to send to us. Once we have the documentation the approval will be processed quickly.

When you submit your approval application you will receive a confirmation e-mail. If you have not received the e-mail you should check that you have clicked on the submit button in your application.

Setting up new assessments and registering candidates

Log in to My Signature and you will see your details and a link to My Account then Manage. Click on the link and go to Create New Assessment under the actions menu in the middle of the screen.

You must allow a minimum lead time when booking assessments.

Units Lead time
BSL/ISL 101
T101
T201
T202
24 hours
BSL/ISL 102
BSL/ISL 103
BSL/ISL 202
BSL/ISL 203
7 days
BSL/ISL 201
BSL/ISL 320
BSL/ISL 321
BSL/ISL 420
BSL/ISL 421
BSL/ISL 423
14 days
NVQ
BSL/ISL 322
BSL/ISL 422
6 weeks

Please ensure that the candidate ID number you are inputting belongs to the candidate you are registering. It is also important that you enter the candidate's details into the correct boxes on the registration form.

Candidates who have taken any of our assessments since 2007 will already have been allocated a candidate ID number and should pass this information on to you. The number will be printed on their result slip and at the bottom of their certificate.

If a candidate does not have this number they can contact us. You can search for candidates through the My Signature if they were previously registered with you or call our Customer support team for assistance.

No. Candidates must be entered separately for each assessment.

When entering new candidates for more than one assessment, you must wait until you receive confirmation of the first assessment before entering the candidate for further assessments.

Yes. Candidates 16 years or under will automatically receive a 30% discount on their candidate registration fee.

Assessments which you have set up are automatically saved and you can return to them at a later date.

Just be aware that the required lead time will start from the time of the last submitted assessment.

Yes. You can do this through My Signature as long as there is still the required lead time.

Yes. You can do this through My Signature as long as there is still the required lead time.

Reasonable adjustments

When entering candidates for a new assessment you will be asked to indicate if any candidate requires a reasonable adjustment in order to carry out the assessment. If you indicate yes then you will be asked to answer the following questions:

  • What adjustment is required for this assessment?
  • What adjustment has been given throughout the learning process?
  • How will the adjustment help the candidate to meet the assessment criteria for this assessment?
  • Medical evidence will need to be sent within 2 working days to support the application. If not receive the application will be rejected.

You should be specific and answer all three questions. You must also provide evidence produced by independent specialists (Medical certificate, professional assessment report).

Reasonable adjustments are specific to individual candidates and assessments. You will need to complete a reasonable adjustment request for each candidate for each assessment and you must send in the medical evidence every time.

Assessment materials

We do not send out materials for these assessments. Candidate Assessment Record forms can be printed out under the assessment ID in the view assessments section of My Signature. Any other materials you need to run these assessments can be found in the Qualification Specification.

Assessment topic titles are available 6 days before the assessment in My Signature. They will be available until the day of the assessment.

Materials (papers/DVDs) are sent to you 10 days before the date of assessment. If you do not receive them please contact your Customer Support Officer.

Results

We aim to issue assessment results within 6 weeks of the assessment date.

Assessment results are available online in view assessments within My Signature. Click on the link ready to view the results.

We aim to issue assessment results within 6 weeks of the assessment date. If the due date for your assessment results in My Signature has passed please contact your Customer Support Officer.

You are required to keep copies of any tape or media that is sent to us for marking.

We do not return tapes and other media once results have been issued.

Essential Criteria 1 (E1) is use of BSL Sign Order. Essential Criteria 2 (E2) is use of non-manual features.

Check that the candidate's attendance is noted on the Application for Achievement form and contact your Customer Support Officer.

Appeals

You have 8 weeks from the date the results were issued to request an appeal. Details of our appeals policy and the IR1 form required for appeals can be found under Course Provider section on our website.

Certificates

We aim to issue certificates 4 weeks after the results for the candidate's final assessment is issued.

They can be requested in writing or by emailing your Customer Support Officer. There will be a £20 fee to create a replacements certificate and it will be stamped with replacement.

Yes. We can issue unit certificates for those parts that they have achieved free of charge. We only produce unit certificates on request, you should e-mail your Customer Support Officer detailing the candidate's name and assessment number.

General

Fees for the current academic year can be found under the Useful Documents section of the website.

Your Customer Support officers

You have a customer support officer dedicated to you to answer any questions and offer advice and guidance. They will keep you up-to-date with any changes and new information you need to know.

Region Customer Support officer
Borders
Centre Scotland
Dumfries and Galloway
East Midlands
Eire
Grampian
Highland
Highlands and Islands
Lothian
Northern Ireland
South West
Strathclyde
Tayside
Wales
West Midlands
Yorkshire and Humberside
Email: lynn.vest@signature.org.uk
Tel: 0191 383 7901
Channel Islands
East of England
London
North East
North West
South East
Email: clare.rivers@signature.org.uk
Tel: 0191 383 7917