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Register a Complaint

 

Customer service and commitment to our students is at the heart of what we do. We strive to get it right the first time, every time. But occasionally, things don’t go as planned. If this happens, we’d appreciate your feedback. Not only does it allow us to explain and apologize to you, but it also helps us to improve our product and service.

Most complaints can be dealt with verbally by our residence teams onsite. They will do their best to resolve the matter quickly, to your satisfaction. However, if you feel that your complaint has not been fully resolved, this policy sets out how to raise a complaint and how we deal with your complaint.

How to raise a complaint

If you experience problems within your residence, our service, or a member of our team, please take the time to let us know.

All complaints must be addressed in writing (including email) to the Manager of the space in the first instance.

All complaints must be made by the student themselves and not by a parent, guarantor or third party unless prior permission has been given or the third party is named on the lease for a third party to act on their behalf.

How we will deal with your complaint:

 

Register a Complaint

Please use the form here to register your complaint. Please provide as much information as possible, as this will help to understand, investigate and act on your complaint.

We fully understand that you may not wish to address certain issues locally as it may not be appropriate, or you may have raised your concerns in writing to the Residence Manager and you are dissatisfied with the response.

Please use the contact form below to register your complaint with us.

Please ensure you include the following:

  • Your name
  • The residence where you are staying if applicable
  • The issue and actions you have taken to date

A full and final response will be issued in writing within 7 working days of receipt of your letter.

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