Student Clearing Delays Raise Concerns Over Admissions Equity and Technology Readiness

Thousands Wait Hours During Clearing: New Data Reveals Gaps in University Support Systems

Each August, A-Level results mark a pivotal moment for students across the UK, determining university admissions and shaping future career paths. As the gateway to higher education, these grades not only confirm offers but also trigger the fast-paced student clearing process for thousands seeking last-minute placements at UK universities.

As A-Level results were released on 7 August, thousands of students across England, Wales, and Northern Ireland scrambled to secure places at UK universities through the annual student clearing process. According to new data from 8x8, Inc. (NASDAQ: EGHT), a leading provider of technology for student experience, many applicants faced significant delays, with some reportedly waiting over three hours on hold to reach admissions teams.8x8, Inc. (NASDAQ: EGHT) is a global provider of cloud-based communication and customer experience solutions. Its platform enables universities to manage high call volumes efficiently through AI-driven contact centres, reducing wait times and improving student support during peak periods like clearing. The UK university admission process enters a critical phase each August, as higher education institutions in the UK respond to a surge in demand from students seeking last-minute placements. Student clearing, which allows applicants without confirmed offers, or those reconsidering their choices, to contact universities directly, saw phone lines overwhelmed across the country. Despite more than 22,000 undergraduate courses remaining open, many students struggled to connect with staff during peak hours.

While clearing officially continues until October, the first 48 hours are widely regarded as decisive. Places are allocated on a first-come, first-served basis, and delays can jeopardise not only course access but also student finance eligibility and accommodation options. The data revealed that approximately 80% of call traffic occurred when A-Level results clearing UK began. However, the report also highlighted stark differences in student experiences depending on the student support services and digital infrastructure adopted by universities. Applicants contacting English universities supported by 8x8 reportedly encountered average wait times of just six seconds, with most queries resolved within eight minutes. In contrast, some non-8x8 supported institutions recorded average wait times exceeding 16 minutes, and certain students endured delays of over three hours before speaking to staff.

Commenting on the findings, Maxine Eunson, Head of Public Sector and Universities at 8x8, described student clearing as a “high-pressure period” for both students and institutions. “Every additional second spent on hold increases stress and the risk of losing a place or funding,” she noted. Eunson added that 8x8’s tools had helped support universities' shift from “chaos to clarity,” enabling faster, more responsive engagement.

The data underscores a growing divide in technological readiness across UK universities. While some top universities in the UK and digital-first providers like Open University UK have adopted advanced call-handling systems, others remain reliant on outdated infrastructure. This disparity in student support services suggests that institutional investment in technology for student experience is becoming a key differentiator, not only in operational efficiency but in student outcomes. Moreover, delays in clearing can have cascading effects on student finance and accommodation. Students who fail to confirm their places promptly may miss key deadlines for tuition funding, bursaries, or housing allocations. Several applicants have reported losing priority access to university-managed housing due to prolonged wait times, highlighting the need for integrated admissions and welfare systems that protect students from administrative fallout.

Despite the high-stakes nature of clearing, there is limited regulatory oversight of how universities manage applicant engagement. Bodies such as the Office for Students (OfS) and UCAS have yet to establish minimum standards for call responsiveness or digital support during clearing. As part of broader UK higher education news, sector experts are calling for clearer accountability frameworks to ensure that universities uphold student welfare and operational transparency during peak admissions periods. The emotional toll of clearing is also significant. Students facing hours of uncertainty, especially those who are rejected or unable to reach staff, may experience heightened anxiety, stress, and feelings of isolation. Mental health charities and university wellbeing teams have emphasised the importance of proactive student support services during this period, including real-time counselling, digital check-ins, and peer-led reassurance. Embedding mental health into the clearing infrastructure could significantly improve outcomes and reduce dropout risk.

Looking ahead, universities are exploring how AI, chatbots, and predictive analytics can streamline the UK university admission process. These tools offer scalable solutions for managing high call volumes, triaging queries, and personalising support. Institutions investing in technology for student experience are likely to see improved applicant satisfaction and operational efficiency. Sector leaders suggest that future clearing cycles may rely heavily on automation to ensure fairness, speed, and resilience. In effect, the data highlighted the contrast in student experiences during Clearing, depending on the technology and support systems adopted by universities. As digital infrastructure becomes increasingly central to admissions, the sector must confront not only operational gaps but also questions of equity, well-being, and long-term reform.

Editor’s Note:

The UK university admissions process reveals a significant flaw: the increasing disparity in student experiences during Clearing. The difference arises because some universities have invested in modern AI-powered platforms, while others continue to rely on outdated systems. Consequently, many students are left waiting for hours to secure places, funding, or housing, whereas others receive support quickly and efficiently. Moreover, the consequences extend well beyond logistical delays. Long waiting times disproportionately affect students from underrepresented backgrounds. They intensify stress, delay access to student finance, and undermine mental well-being. Since timing often determines opportunity, every minute lost increases inequality and reduces fair access to higher education. Therefore, action is needed on three fronts. First, universities must prioritise digital equity by adopting scalable, student-centred technologies that guarantee fair access during peak admission periods. Second, regulators such as UCAS and the Office for Students should establish minimum service benchmarks for clearing responsiveness to ensure accountability across the sector. Third, admissions systems must integrate mental health and financial guidance, since student success depends on more than securing a place alone.

Skoobuzz underlines that Clearing should serve as a gateway to opportunity rather than a stressful obstacle. The sector must modernise its systems and uphold fairness, transparency, and care as core principles of meaningful access to higher education.