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Complaints procedure

Property Management Committee

Complaints Procedure (residents of University graduate accommodation)

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 Land Agent's and Accommodation Office (the Office).

The relationship between the University, acting as a Landlord, and their tenants on the estate are 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 addressed initially to the Caretaker or the Graduate Housing Office as soon as possible. If the complaint cannot be rectified to the satisfaction of the complainant it can be referred to the Accommodation Officer.

If the complaint is initially of a serious nature or it is referred to the Accommodation Officer by the complainant then it should be put forward in writing although, if the Accommodation Officer deems it appropriate, it can be put forward during a meeting.

A final decision on the complaint where no negotiated settlement can be reached will be made by the Accommodation Officer or the Land Agent. Appeals can be made against the final decision to two members of the Property Management Committee, who shall be nominated by the Chairman of the Property Management Committee. The procedure for the appeal whether by written submission or informal meeting is to be decided by the Chairman.

2. Complaints made by students in respect of the behaviour/actions of a member of staff of the Office will be investigated if they are put to the Land Agent's and Accommodation Office in writing. The procedure will depend on who is the subject of the complaint.

If the complaint relates to a caretaker or a member of the Graduate Housing Office (except the Graduate Housing Manager) then it should be put to the Graduate Housing Manager. She/he will discuss the appropriate procedure with the Accommodation Officer. If in the Accommodation Officer's opinion the incident requires further action then it will if necessary be considered by her/him or reported to the appropriate Head of Department who will, if necessary refer it to the appropriate University body for further action.

If the complaint relates to the Graduate Housing Manager or a member of the Land Agent's and Accommodation Office (Ewert House), (except the Accommodation Officer) then it should be put to the Accommodation Officer. If, in the Accommodation Officer's opinion, the incident requires further action then it will if necessary be considered by her/him or reported to the appropriate Head of Department who will, if necessary refer it to the appropriate University body for further action.

A final decision on the complaint where no negotiated settlement can be reached will be made by the Accommodation Officer. Appeals can be made against the final decision to two members of the Property Management Committee, who shall be nominated by the Chairman of the Property Management Committee. The procedure for the appeal whether by written submission or informal meeting is to be decided by the Chairman.

If the complaint relates to the actions or behaviour of the Accommodation Officer then the complaint should be made to the Head of Department who will, if necessary refer it to the appropriate University body for further action.

PART II

This procedure is to be applied to complaints which have arisen from a tenant's use of the Land Agent's and Accommodation Office, the Graduate Housing Office or a tenant's behaviour or actions towards a caretaker in the pursuance of his/her duties.

1. When the Office judge that its service is being abused or its staff harassed by any tenant, and this cannot be appropriately dealt with under the tenancy agreement or the Regulations then the office may either,

• report the matter to the police, or
• report the student to their College, or
• report the student or member of the University to the Proctors Office.

2. When no negotiated settlement can be reached a final decision on the complaint will be made by the Accommodation Officer or the Land Agent. (Thereafter there would be the normal right of appeal through the Proctor's Office if the complainant is a member of the University).

 

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