Complaints Procedure - Urban Student Life

Your feedback matters. If you feel that an issue with your accommodation needs to be taken further, we are committed to resolving it.

Most issues can be resolved quickly. Where possible, please speak to a manager initially either in person at one of our properties or by telephone. Our staff will investigate and deal with the matter immediately.

If you are unhappy with the solutions or explanations given, you can escalate your complaint further by completing this short form here. This will ensure that your complaint is passed onto the relevant departments to investigate further. Please allow up to 10 working days for our teams to respond.

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. 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.

Homes for Students is a member of the Accreditation Network UK (ANUK) and Propertymark Property Redress Scheme (PRS). If, after giving Homes for Students a chance to respond to your complaint you are still not satisfied, you can ask for an independent decision from PRS. If, after eight weeks Homes for Students has not responded to your complaint and you are still not satisfied, you can ask for an independent investigation and decision from PRS or submit a national code complaint online with ANUK.

If you are based in Scotland, you 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.