Complaints Procedure
We want you to enjoy your time with us, but we understand that sometimes we get things wrong. If you’re unhappy and feel the matter needs further attention, we’re here to listen and help resolve it. Most issues can be sorted quickly by speaking to a member of your Property Team, so we ask that you do this in the first instance.
The Complaints Process
Most issues can be resolved quickly, so in the first instance please contact the property team by speaking to a manager in person at one of our properties or by emailing the site team directly. They will investigate and deal with the matter immediately. If you feel a formal complaint is required, you can complete this complaints Form ensuring you provide as much detail as possible and include any relevant supporting evidence.
Within 24 hours your complaint will be acknowledged, and a case reference number will be provided. Within 10 working days you will receive a response to your complaint. If for whatever reason the handler of the complaint requires further information or more time to provide a response, they contact you directly.
Stage 1
The General Manager of your property will investigate your complaint using the details and evidence you provided and provide a response on their findings.
Stage 2
If you wish to escalate following the stage 1 response a Senior Manager will review your complaint, the supporting evidence and the Stage 1 response and provide their response to you.
Stage 3
In the event you wish to escalate to our final stage, the Director will review all stages including any new details and supporting evidence. We will then provide you with a full and final response.
After a Stage 1 or Stage 2 response, you have 10 working days to accept the resolution or escalate to the next stage. If you accept, we’ll close your complaint and put any agreed actions in place. If you escalate, please tell us what we haven’t addressed and what you’d like the next stage to review; otherwise, your complaint may be closed at its current stage. If we don’t hear from you within 10 working days, we’ll close your complaint. Our Stage 3 decision is full and final, and your complaint can’t be escalated further with us.
External Escalation
If after 28 days we have not responded to your complaint or you remain dissatisfied, you can request an independent decision from ANUK/Unipol National Code. Visit nationalcode.org/for-students/problems-complaints/ for more information.
If after eight weeks we have not responded to your complaint or you remain dissatisfied, you can refer your complaint to Property Redress Scheme. Visit portal.propertyredress.co.uk/Complain for more information.
For customer in Scotland, you can apply to the First-tier Tribunal for Scotland (Housing & Property Chamber) if there has been a breach of the Scottish Letting Agent Code of Practice. Visit housingandpropertychamber.scot/ for more information.
To see our full Customer Complaints Procedure please click here.
Frequently Asked Questions
How will I know my complaint has been received?
Once you have submitted your complaint you will receive an email providing you with a reference number, this is acknowledgment that your complaint has been logged on our system.
How long will you take to respond to my complaint?
We will respond to all complaints at any stage within 10 working days. If for any reason we require more time to investigate your complaint, we will update you on this and provide you with an updated timeframe.
How can I keep track of my complaint?
You will be kept up to date with your complaint by the relevant manager who is dealing with your complaint. You can contact them directly and quote your reference number for an update at any stage.
I want to escalate my complaint higher internally, what can I do?
If you are dissatisfied with the complaint response at any stage, you can request an escalation to the next stage. To do so, you must reply to the complaint response you received within 10 working days, confirming that you wish to escalate your complaint and clearly explain why you remain dissatisfied with the outcome. This will then be reviewed internally and escalated in line with the complaint’s policy.
All terms of the tenancy agreements remain applicable unless notified otherwise in writing by Home for Students. All notifications are final and there is no appeal or escalation process for such complaints.