Complaints Procedure


  • Stage 1 – Where possible please make your complaint in person at reception or by telephone. Our staff on-site will attempt to investigate and deal with the matter immediately. If you are unhappy with the solutions or explanations given you can escalate your complaint to Stage 2 by letter or email to site within 10 working days.

  • Stage 2 – Your complaint must be in writing. Our staff will pass your communication to a senior member of staff within Urban Student Life, who will investigate further and provide a written response within 10 working days where possible. You must state why you think your complaint has not been treated fairly or correctly.

  • Stage 3 – Your complaint must be in writing. In the event that you still feel your complaint has not been treated fairly or correctly you can write to the Complaints Panel within Homes for Students at: Operations Director, Homes for Students, The Clock Tower Building, 25 Clock Tower Park, Longmoor Lane, Fazakerley, Liverpool, L10 1LD, or alternatively email your complaint to customer.services@wearehomesforstudents.com. The Panel will normally notify you of their decision within 10 working days. You must state why you think your complaint has not been treated fairly or correctly to this point.

  • Stage 4 – Urban Student Life is a member of the Accreditation Network UK (ANUK) and Propertymark Property Redress Scheme (PRS). If, after giving Urban Student Life a chance to respond to your complaint you are still not satisfied, you can ask for an independent decision from PRS.

    If, after eights weeks Urban Student Life has not responded to your complaint and you are still not satisfied, you can ask for an independent investigation and decision from PRS or or submit a national code complaint online with ANUK.




  • Stage 5 – STUDENTS WITHIN SCOTLAND can apply to the First-tier Tribunal for Scotland (Housing & Property Chamber) if we have breached the Scottish Letting Agent Code of Practice and you remain dissatisfied once the above stages have been exhausted, or if we do not process your complaint within a reasonable timescale.


You can contact the Housing & Property Chamber at: –

Glasgow Tribunals Centre

20 York Street

Glasgow

G2 8GT


Tel: 0141 3025900

website


Please note: Complaints about both 2019-20 or 2020-21 tenancy agreements relating to the Covid-19 outbreak are excluded from this complaints process.


All terms of the tenancy agreements remain applicable unless notified otherwise in writing by Urban Student Life. All notifications are final and there is no appeal or escalation process for such complaints.