Formal Complaints Procedure

Student Housing - Customer Complaints Procedure

At Student Housing, we strive to provide excellent service to our tenants and landlords. However, if you feel we haven’t met your expectations, we want to hear from you. We take complaints seriously and aim to resolve issues fairly and efficiently.

Step 1: Informal Resolution
If you have a concern, we encourage you to raise it with the relevant team as soon as possible.

• Tenants: Contact your property manager or visit your local branch.

• Landlords: Speak to your dedicated account manager.

• General Concerns: Contact us or call your nearest branch.

Many issues can be quickly resolved at this stage without the need for a formal complaint.

Step 2: Submitting a Formal Complaint

If you are not satisfied with the response or the issue remains unresolved, you can submit a formal complaint.

How to Submit a Complaint

• By Email: Management@Student-Housing.co.uk

• By Post: Student Housing, St. Mark Street, Lincoln, LN5 7BA

• Subject Line: “Formal Complaint - [Your Property Address]”

What to Include in Your Complaint:

• Your full name and contact details

• Property address (if applicable)

• A clear description of the issue

• Steps you have taken to resolve it so far

• Any supporting evidence (emails, photos, etc.)

• Your desired outcome

Step 3: Acknowledgment & Investigation
We will acknowledge receipt of your complaint within 7 working days. A senior team member will investigate the issue. We may contact you for further information or clarification.

Step 4: Our Response

• We aim to provide a full response within 28 days of receiving the complaint.

• If further investigation is needed, we will update you with a timeline for resolution.

• Our response will outline the findings and any actions we will take to resolve the issue.

Step 5: Escalation (If Unresolved)
If you are not satisfied with our final response, you can escalate your complaint to an external body:

The Property Redress Scheme

Student Housing is a member of the Property Redress Scheme (PRS), which provides independent dispute resolution.

• Website: www.theprs.co.uk

• Email: info@theprs.co.uk

• Phone: 0333 321 9418

You must escalate your complaint to the PRS within 12 months of receiving our final response.

Our Commitment
We take all complaints seriously and use them as an opportunity to improve our services. Thank you for
bringing your concerns to our attention, and we appreciate the opportunity to resolve them. For further assistance, feel free to contact us