Problems at home, or within relationships, can put great pressure on students and distract them from their university work. The most helpful thing you can do is listen, without making assumptions, and give the student time and space to air their concerns. Then ask them what they want to do about the issue and how you could be of assistance, to avoid falling into the trap of giving your student your solution to their problem. See the advice on Using the OARS.
It may be that the issues a student raises would be considered as mitigating circumstances, in which case you should advise them accordingly. You should not share any information about an Imperial student outside the university, including with their parents or legal guardians without their explicit written consent.
The Imperial Student Support Zone has advice on Bereavement and loss.