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What should I do if I need to cancel or rebook an external assessment?

Firstly, don’t worry. We understand that this can happen and all of our external assessments can be rebooked without additional charge.

The steps below apply to all situations when an external assessment booking needs to be cancelled or rebooked.

Common scenarios include:

  • A learner does not pass the assessment and a resit is required
  • A learner is absent on the day of the assessment and needs to sit at an alternative time
  • A cohort of learners are unexpectedly unable to take an assessment as scheduled
  • The assessment has been booked for the wrong date in error

Where possible, please cancel the assessment with as much notice as you can give us. We understand that in many circumstances this will not be possible and sometimes will not be possible until after the assessment has been taken.

Related guidance: Special Considerations and Reasonable Adjustments

 

How do I book a resit for a learner who did not pass an assessment they have taken?

Simply allow 24hours from the time of the original assessment, then follow the standard booking process for the appropriate assessment.

We do advise that you allow sufficient time for additional teaching and learning to take place before entering a learner for a resit.

 

A learner was unwell or absent and not able to take the assessment, how do I book another assessment?

You can follow this process for an individual learner, or for multiple learners. The system will allow you to select more than one learner so you do not need to repeat the whole process for each learner. If you need to rebook a whole cohort, please follow the instructions below for changing an assessment date for a cohort.

Firstly, ensure that your attendance register and seating plan reflect the absence if required.

Online assessments taken in Surpass:

If the learner’s keycode has not been used and they are able to take the assessment within the originally booked assessment window, they can simply take the assessment without the need to make another booking.

If the assessment window has ended or the assessment is on the invigilation tab (from the day before Assessment start date) on Surpass you need to highlight and void the learner within the invigilation section. Please then email registrations@gatewayqualifications.org.uk to request cancellation of the learner’s original booking in Quartz. Once this has been done you can make the booking again within Quartz following the usual process.

ESOL Level 2 Reading and Writing:

Please email registrations@gatewayqualifications.org.uk to inform us of the learner that needs to have their dates adjusted. The Customer Excellence Team will then cancel the booking freeing up the learner to be rebooked again via the usual scheduling assessment process.

 

How do I change the assessment date for a whole cohort of learners?

The process is very similar to the single learner scenario but will allow you to cancel the booking of an entire cohort. Please note, depending on how you registered your learners and booked the assessment a “cohort” is not necessarily the same as the class or group the learners are taught in.

Online assessments taken in Surpass:

If the keycodes have not been used and the assessment can be taken within the originally booked assessment window, you can simply arrange for the assessment the be taken without the need to make another booking.

If the assessment window will expire before the assessment can be taken and the assessment is within the Schedule Tab and not yet ready to sit then please email registrations@gatewayqualifications.org.uk so we can cancel the original booking from Quartz.

If the Assessment is on the invigilation tab (from the day before Assessment start date) on Surpass you would firstly need to highlight and void the learner within the invigilation section.

Please then email registrations@gatewayqualifications.org.uk to request cancellation of the learner’s original booking in Quartz. Once this has been done you can make the booking again within Quartz following the usual process.

ESOL Level 2 Reading & Writing:

Please email registrations@gatewayqualifications.org.uk to inform us of the learner that needs to have their dates adjusted. The Customer Excellence Team will then cancel the booking freeing up the learner to be rebooked again via the usual scheduling assessment process.

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