Reporting a concern

The Accommodation Concerns Form allows you to give a full and detailed description of your concern/complaint and how you might like it to be resolved.  

All forms will be reviewed by the Accommodation Concerns Team who will arrange for the most appropriate team to assist you. Often, more than one team is needed for you to be fully supported, but you only need to complete the form once and we will arrange the rest.

You will be sent an acknowledgement of receipt and an initial update within 3 working days. If it looks like more information might be needed, a member of the team will contact you and a meeting may be required.

We aim to resolve any concern/complaint within 10 working days and will keep you informed if that time frame is not going to be achieved. 

We hope that most concerns can be resolved informally. This may mean that it can be resolved at first touch by the Residential/Maintenance Teams your concern is reported to, but if required you will be offered support from a different team. The support teams will also contact any other parties that may have been involved, without you needing to do this, with the aim of finding a resolution. The Accommodation Concerns team will keep you updated on the progress of the issue you have reported, and any steps taken.  

Where a concern involves other students, University teams will work together to understand all points of view and then offer solutions that are acceptable to everyone.  It is important to remember that a large part of community living is learning to live with others, and this can often mean compromise by all parties. We may not be able to offer a solution that completely resolves the issues for everyone, but we can work together to find a suitable compromise which allows everyone to enjoy their time living on campus without having a negative impact on the others around them.  

Residence Life Team

The Residence Life Team are a team of mentors and full-time staff supporting students who are living in our residences. The Mentors will visit your accommodation throughout the year to check how you are and to provide information about their advice, support and events.

If you are having a problem with other students in your accommodation, we do encourage you to talk to the person directly but understand this can be difficult. 

The Residence Life Team can provide the following support: 

• An appointment with one of their staff, to discuss the situation and look at options and additional support that may help.     
• If you find having difficult conversations about other people’s behaviour tricky, they can offer coaching on how to approach this, get your point across and be heard. A skill that will help you throughout life!     
• Support a meeting between students so that you can discuss the issue, listen to each other, and come up with a resolution together.     
• Escalation to Welfare Services if the issue relates to a serious concern or risk to self or others.  

If you are not happy with the initial response or action taken, or if the issue reoccurs, we encourage you to raise this again using the Accommodation Concerns Form. We will then be able to advise you if further action can be taken, or explain to you how to start a Formal Complaint using the formal Student Complaints Procedure.  

If you do need to move onto the Student Complaints Procedure, we still encourage students to complete the Accommodation Concerns Form first. This allows us to try and reach an early resolution for everyone, and can also be used as evidence for the formal Student Complaints Procedure that you have gone through an 'informal' complaint stage.