Complaints

Complaints

Why do we have a complaints procedure? 

The Student Homes service sits within the University of London’s Housing Services department. We aim to provide you with a good quality service as a provider of rented student accommodation. We know that even in the most efficient of organisations, things can occasionally go wrong and services may not be delivered as they should be. This procedure outlines how you can get in touch with us when you have a complaint to make.

Who can complain?

The complaints procedure is open to any student, property owner, or other partner, who receives a service from University of London Student Homes.

What can you complain about?

You can complain if you have experienced a problem with the service we have provided to you, including with a member of our team.

PART 1: Informal Complaints Process
You should make initial contact with your Property Manager (contact details set out below), as soon as possible, and within no more than 40 working days of the incident that gives cause for you to complain. We will be unable to consider any complaints where the informal process has taken place outside of this period.

Who to Contact First:

In the first instance you should address your complaint to your allocated Property Manager:

Justin Inniss
Email: Justin.inniss@london.ac.uk

Eliza Banasiak
Email: eliza.banasiak@london.ac.uk

Postal address:  University of London Student Homes, ULHS, 4th Floor, Student Central, Malet Street, WC1E 7HY.

Should you remain dissatisfied after discussing the matter informally with your Property Manager, you will need to start the formal complaints process within 20 days of the date of that discussion.

PART 2: The Formal Complaints Process

What if I remain unhappy?

You will need to have discussed your complaint informally with your Property Manager before you can make a formal complaint. If you are unhappy with the Property Manager's decision, you can make a formal complaint using the procedure set out below. You will need to make your complaint in writing and follow the escalation process. Your complaint must be outlined together with the outcome sought. 

If you need help to write down your complaint, please tell us and we will use reasonable efforts to make the necessary arrangements.

Complaints Procedure Overview:

We treat all complaints seriously. To deal with them fairly, we have set out a number of stages that you should follow. If you miss any of the stages, you may be required to refer the complaint to the person you should have contacted in the first instance, unless we notify you that we will arrange this. This may delay the processing of your complaint.

STAGE 1 

Contact the University Student Homes Development Manager, currently William Walker, within 20 days of the date of your discussion with your Property Manager. You will need to outline your complaint in writing and we recommend that you attach evidence (including in written and photographic format) that supports your complaint.  Please send this by email or by post to the relevant address below:

Email: william.walker@london.ac.uk  

Postal address: University of London Student Homes, ULHS, 4th Floor, Student Central, Malet Street, WC1E 7HY.

An acknowledgement will be sent to you following receipt of your written complaint. Your complaint will be dealt with as soon as possible, usually within 20 days of receipt by the University Student Homes Development Manager.  If the case is complex and more time than this is needed to consider all the facts and/or gather relevant information, you will be informed of the delay.

STAGE 2
If you are not satisfied with the University Student Homes Development Manager’s decision, or your complaint is about the University Student Homes Development Manager, you should contact the Head of Accommodation Services, currently Joanne Cluskey, within ten days of the date of the University Student Homes Development Manager’s decision. You will need to send an outline in writing setting out your reasons for being unhappy with the outcome of Stage 1 (or where applicable, setting out your complaint about the University Student Homes Development Manager) to the relevant address below:

Email: joanne.cluskey@london.ac.uk

Postal Address: University of London Student Homes, ULHS, 4th Floor, Student Central, Malet Street, WC1E 7HY.

An acknowledgement will be sent to you following receipt of your communication. Your complaint will be dealt with as soon as possible, usually within 20 days of receipt by the Head of Accommodation Services.  If the case is complex and more time than this is needed to consider all the facts and/or gather the information, you will be informed of the delay.

STAGE 3 – REVIEW STAGE

The purpose of this stage is to review the process to ensure that appropriate procedures were followed and that the decision made was reasonable.  

If you are not satisfied with the Head of Accommodation Services’ decision, you should send your written complaint to the Managing Director, CoSector University of London, currently Mark Newton, within ten days of the date of the Head of Accommodation Services’ decision. You will need to outline your reasons for being unhappy with the outcome of your complaint resulting from the above process. Please send this by email or by post to the relevant address below:

Email: mark.newton@london.ac.uk

Postal Address: CoSector, University of London, Senate House, Malet Street, London WC1E 7HU.

An acknowledgement will be sent to you following receipt of your communication, and in most cases you will be informed of the final outcome within 20 days of receipt of your complaint by the Managing Director. If your complaint is not upheld, you will be issued with a completion of procedures letter together with our final outcome letter.

The procedure detailed above completes the University's consideration of a student's complaint relating to Student Homes’ Housing Services. Attention is drawn, however, to the procedures of the Office of the Independent Adjudicator for Higher Education (OIAHE). The OIAHE provides an independent scheme for the review of student complaints about a final decision of a University's disciplinary or complaints appeal body.

Full details of the OIAHE and how to make a complaint are available from the Academic Registrar of the University or on the website of the OIAHE http://oiahe.org.uk.

The postal address is:

Office of the Independent Adjudicator for Higher Education
Second Floor, Abbey Gate, 57-75 Kings Gate, Reading, RG1 3AB.
Telephone 0118 959 9813.

Please note that the OIAHE process is only for students.