We need to hear from our customers in order to ensure the services we provide meet your needs.   Please tell us:

  • When we fall short of the standards you expect
  • If you have any suggestions for improving our service
  • When we have provided good or excellent service

How to give us your feedback

If you have any other feedback for Estates Services please either:

  • Contact the team direct
  • Complete our customer feedback form: (NB: form not available until site goes live) we will acknowledge your email within one working day and a detailed response will be sent within ten working days.

All improvement actions made as a result of feedback received will be detailed in our termly customer bulletin, Estates Services News.


We record all positive comments and feedback received from our customers and publish this for all Estates Services staff to see on our staff intranet on a monthly basis. These include accolades received from our own staff (for colleagues in other teams), from our customers within the University, and from those outside the University (such as users of event services provided by the Sheldonian Theatre, run by our FM team).

How to make a complaint

We recognise that there are times when customers may be
dissatisfied with the service they have received. In these cases we ask that you
use the following procedure to ensure your complaint is dealt with in a timely
and efficient manner.

Stage 1 – Informal

In the first instance we ask that you contact the member of
staff who delivered the service. The member of staff will work with you to find
a satisfactory resolution. We aim to resolve your complaint within five working

Stage 2 - Formal

If you are not satisfied with the resolution or the way in
which your complaint has been dealt with we ask that you make a formal complaint in
writing to
We will acknowledge your complaint within two working days. A member of our
senior staff will investigate your complaint and respond to you directly,
detailing any remedial action. We will confirm that you are satisfied with the
resolution of your complaint before we close the matter. We aim to respond
fully to all formal complaints within 10 working days.

Stage 3 – Director of Estates

If you remain dissatisfied with the way the complaint has
been dealt with or the resolution proposed, you can escalate your complaint to
the Director of Estates by emailing
The Director of Estates will investigate further and will provide a response
within a period of 20 working days.

This procedure is scheduled for review in April 2019.

Graduate Accommodation only

If you are a student in graduate accommodation and you wish to make a complaint, we ask that you follow the complaints procedure as described on the Graduate Accommodation web pages here.