Complaints and Feedback

To ensure we are able to respond to any issues as quickly as possible, please follow the procedure outlined below.

This complaints and feedback process relates to all residential properties owned or managed by the University.

If you have a maintenance issue please make sure you have also submitted a maintenance form. Details of the priority definitions are available with the form.

All complaints will be dealt with confidentially. However, to ensure we are able to respond fully to your complaint we may need to investigate your concerns and collect relevant information. Therefore, anonymous complaints will not be dealt with.

 

How to complain


Step 1: Informal residential complaints

The first step is to contact the Accommodation Team. Please find a member of our team in person at either the Nixon Court or John Foster reception or contact us. If possible, we will always try to resolve the problem on the spot.

If you have a complaint, please let us know as soon as the issue or concern has occurred. You should let us know within six weeks of the issue occurring. To make sure your complaint is recorded please email accommodation@le.ac.uk.

You will receive acknowledgement of your complaint within 24 hours (excluding weekends, public holidays and University closure days). We will respond fully to your complaint within 5 working days or with an update on the progress of your complaint if additional information is required.

Step 2: Formal residential complaints

We always endeavour to solve your complaint first time, however, if you are unhappy with the resolution or feel that the complaint requires further investigation, please submit a formal complaint form to ensure the complaint is followed up. Please be aware you will be expected to have made an attempt to resolve the matters you are concerned about informally, through the previous steps before submitting a further complaint.

To take your complaint further you must complete the Complaints Form and return it to the Residential Support Manager.

Email - FAO: Residential Support Manager, accommodation@le.ac.uk

Alternatively, by post at:

Residential Support Manager
Campus Services
University of Leicester
Stamford Court, Manor Road
Leicester, LE2 2LH

You will receive acknowledgement of your complaint within 24 hours (excluding weekends, public holidays and University closure days). The Residential Support Manager will arrange for your complaint to be investigated and will respond directly back to you with the outcome of the investigation. This will normally be within 5 working days or you will receive a response updating you on the progress of your complaint, should further investigation be required.
The Residential Support Manager may contact you directly or request to meet with you to discuss the complaint as part of their investigation. If you wish you may invite somebody to support you to at any meetings, please include this in any confirmation to a meeting request.

Residential Student Complaint Form

Step 3: Formal residential complaints appeal

If you are not satisfied with the investigation and the outcome, please contact the Head of Residential Services for further investigation and appropriate action. Please include a copy of the Residential Student Complaint form and in your email explain the reasons why you are unhappy with the response to your complaint including details of the complaint submitted.

Email - FAO: Head of Residential Services, accommodation@le.ac.uk

Alternatively, by post at:

Head of Residential Services
Campus Services
University of Leicester
Stamford Court, Manor Road
Leicester, LE2 2LH

You will receive acknowledgement of your complaint within 48 hours (excluding weekends, public holidays and University closure days). The Head of Residential Services will respond with a written response. This will normally be within 10 working days or you will receive a response with an update on the progress of your complaint if further investigation is required.

Further Review

Following this process, if you feel your complaint has not been resolved by Campus Services you can submit a Student Complaint Form to the University of Leicester for further review. This will be governed by the University’s Senate regulations. Find out more about the Student Complaints Procedure

Please be aware you will be expected to have made an attempt to resolve the matters you are concerned about informally, following the Residential Complaints Procedure steps before submitting a complaint to the University.

The Advice Service in the Students’ Union will also be able to provide help with your complaint. They can be contacted in the Percy Gee Building; or by telephone on 0116 223 1132; or by email at advice@le.ac.uk. Note that the Advice Service cannot complete this form on your behalf.

For further information on accessing support provided by Leicester Students’ Union please visit Leicester Talks.

External Referral

If you believe that your complaint has not been dealt with properly by the University or that the outcome is unreasonable then you can, provided you have completed all of our internal procedures, complain to the Office of the Independent Adjudicator for Higher Education (OIA) if the complaint is eligible under its rules. Please visit OIA for further information .

Further information

If you require additional support during your time at university or stay in residences you can contact the University’s Student Support Service to access the Student Welfare Service, Counselling and Wellbeing or the AccessAbility Centre.

For further information relating to the Residential Complaints Procedure please see the Residential Services Rent Rebates and Compensation Policy and to access the Student Residential Complaint Form.

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Telephone: +44 (0) 116 252 2428

Email: accommodation@le.ac.uk

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