complaints

What if I have a Complaint?

Here at Abodus Student Living, we pride ourselves in delivering a quality service to our residents, however, we accept sometimes that we can’t always get it right.

If, for any reason, we have not met your expectations or feel we have missed the mark then you can raise a complaint following the steps below.

STAGE 1

Our onsite staff are here to help and are best placed to resolve and close your complaint quickly. This could mean an on-the spot apology, an explanation if something has clearly gone wrong and immediate action taken to resolve the problem.

If the complaint is not straight forward and you wish to raise a complaint, you must do so in writing to the Operations Manager.

You can find the contact details for each site here

The Operations Manager may need some time to investigate before fully responding but they will acknowledge your complaint within 2 working days and will provide a response to the complaint within 10 working days.

If we need to extend this investigation period, we will contact you with the details and an expected response date.

Complaints about members of staff in your accommodation may go directly to stage 2 of our complaint’s procedure.

STAGE 2

Stage 2 deals with complaints that have not been resolved at Stage 1 or a complaint about staff working in your accommodation.

The complaint will be escalated to the Regional Operations Manager who will acknowledge your complaint within two working days advising of the estimated time for resolution and if required will arrange a further call or meeting with you to try and find a resolution.

The Regional Operations Manager will aim to complete their review and respond to you within 10 working days.

Please be mindful that more complex complaints may take longer to investigate, but the Regional Manager will get in touch with you to keep you updated on timescales.

STAGE 3

Stage 3 complaints will deal with complaints not resolved at stage two. These complaints will be escalated to the Operation’s Director.

The Operation’s Director will acknowledge your complaint within five working days advising of the estimated time for resolution and if required arrange a further call or meeting to try and find a resolution.

The Operation’s Director will aim to complete their review and response to you within 15 working days.

STAGE 4

Abodus Student Living is registered with the Accredited Network UK (ANUK) and the Property Redress Scheme (PRS).

If you have been through the Abodus complaints process and still not feel your complaint has been resolved satisfactorily you can submit a national code complaint or submit a request for independent investigation with the PRS.

You can submit a complaint with the national code here: Submit a National Code Complaint online | Unipol Student Homes

Or you can submit an independent investigation with the PRS here: Make a complaint about a Propertymark member | Propertymark

STAGE 5 – For our Scottish Sites

If you are at one of our sites in Scotland, then complaints can also be submitted to the first-tier tribunal for Scotland (Housing and Property Chamber). If you feel there has been a breach of the Scottish Letting Agent Code of Practice you can contact the tribunal centre on the below.

They can contact the Scottish Tribunal at:

Glasgow Tribunal Centre

20 York Street

Glasgow

G2 8GT

Contact: 0141 302 5900

Home | Housing and Property Chamber

Is there a time limit for making a complaint?

It is easier for us to resolve a complaint if we are made aware of it immediately. However, we recognise that this is not always possible, but we would expect the complaint to be raised with us within 4 weeks.

In exceptional circumstances, you may be able to complain after this time limit if you feel it should not apply to your complaint, but you must tell us why.