Complaints Procedure
We want you to enjoy your time with us, but we understand that sometimes we get things wrong. If you’re unhappy and feel the matter needs further attention, we’re here to listen and help resolve it. Most issues can be sorted quickly by speaking to a member of your Property Team, so we ask that you do this in the first instance.
The Complaints Process
Most issues can be resolved quickly, so in the first instance please contact the property team by speaking to a manager in person at one of our properties or by emailing the site team directly. They will investigate and deal with the matter immediately.
If you feel a formal complaint is required, you can complete this complaints Form ensuring you provide as much detail as possible and include any relevant supporting evidence.
Stage 1
The General Manager of your property will investigate your complaint using the details and evidence you provided and provide a response on their findings.
Stage 2
If you wish to escalate following the stage 1 response a Senior Manager will review your complaint, the supporting evidence and the Stage 1 response and provide their response to you.
Stage 3
In the event you wish to escalate to our final stage, the Director will review all stages including any new details and supporting evidence. We will then provide you with a full and final response.
If you remain dissatisfied after we have responded to your complaint and all internal stages have been exhausted you may escalate your complaint to an independent body that we are a member of. After 8 weeks you can request an independent decision from the Property Redress Scheme or after 28 days you can contact ANUK/Unipol National Code for an independent review. In Scotland, you can apply to the First-tier Tribunal for Scotland (Housing & Property Chamber) if there has been a breach of the Scottish Letting Agent Code of Practice.
To see our full Customer Complaints Procedure please click here.
All terms of the tenancy agreements remain applicable unless notified otherwise in writing by Home for Students. All notifications are final and there is no appeal or escalation process for such complaints.