Complaints procedure

Problems and Formal Complaints Procedure

If you have a problem associated with the accommodation you are living in(or any member of the Asset and Space and Accommodation Office staff) please talk to a member of the office.  If the problem involves a minor day-to-day repair contact the caretaker on site.  Anything more major should be reported as soon as possible to the Graduate Housing Office.  If you have a serious problem do not hesitate to contact either The Housing Manager or the Head of University Graduate Housing straight away.

If the Office staff are unable to deal with the problem and you consider there is cause for a formal complaint, there is a procedure in place for you to use which is set out below.

Complaints Procedure – Part I

This procedure is to be applied to complaints which have arisen from lettings within the properties owned or controlled by the University and used for Graduate Housing and managed by the Asset and Space Management and Accommodation Office (the Office).

The relationship between the University, acting as a Landlord, and their tenants on the estate is governed in the first instance by the tenancy agreement and any legislation applicable to that agreement.  There will also, from time to time, be Regulations put forward by the Office which apply to property within the estate.  These documents govern the relationship between the two parties.

However, where the tenancy agreement and/or Regulations do not put forward a clear solution to the problem the following procedure should be followed.

1.  Complaints in respect of the standard of accommodation or the management of the Accommodation should be made in writing initially to the Caretaker or the Graduate Housing Office.  If the complaint cannot be rectified to the satisfaction of the complainant it can be referred to the Head of University Graduate Housing .  Hopefully they will be able to resolve the issue at that level. 

 Your letter should contain a clear statement of your concerns, including any supporting documentation and should explain how you think your complaint could be best resolved.

 If you feel that the complaint has not been resolved by the above managers, or if your complaint is about them, you can complain to Head of University Graduate Housing.  Your complaint must be in writing.  If your complaint is specifically about the Head of University Graduate Housing, you can complain to the Director of Asset and Space Management.  If you are not happy with the reply from the Director of Asset and Space Management., you can write to the Proctors’ Office.  If you are unhappy with the reply from the Proctors’ Office, you can write to the Office of the Independent Adjudicator for Higher Education (www.oiahe.org.uk).

 Who Can Complain?

• Only those named on the tenancy agreement
• Tenants or ex-tenants

 What Happens Next?

In dealing with a complaint the following action can be taken:

• To uphold the complaint (and take action accordingly)
• To dismiss the complaint where it is judged there is no action that can take to resolve the matter or where there is deemed to be no case to answer or that the complaint is trivial, malicious or vexatious.

 The Complaints Procedure Cannot Be Used For:

• Matters where the courts have already become involved
• Matters where police action is pending or a criminal change has been laid