Complaints Procedure

If you wish to make a comment regarding Accommodation Services please contact Accommodation Services in writing by email to accom-uxb@brunel.ac.uk or post to Brunel University, Accommodation Services, Uxbridge, Middlesex, UB8 3PH.

If you wish to make a complaint about Accommodation Services 1:

Stage 1:   Please contact a member of the Accommodation Services Team who  will be able to assist you.

Stage 2:   If the complaint remains unresolved at stage 1 you should write to Accommodation Services or email accom-uxb@brunel.ac.uk and your complaint will be responded to within 2 working days. If further investigation is required you will be informed of this in the  Accommodation Services’ initial response.

Stage 3:   If you are dissatisfied at stage 2 you should write to the Head of Accommodation and you will receive a response within 4 working days.

Stage 4:   We aim to resolve complaints at stage 2 or 3. However, if you are dissatisfied with the outcome of stage 2 or 3 and wish to pursue the matter, you should write to the Director of Residential Services, Residential Services Office, Mill Hall, Brunel University, Uxbridge, Middlesex, UB8 2TL who will investigate your complaint further and reply to you with a decision.

Stage 5:   If in the unlikely event that we have been unable to reach an agreement at stage 4, residents should follow the University

complaints procedure – non-academic matters, details can be found in your Student Handbook.

If you wish to make a complaint about the services in your hall of residence2:

Stage 1:   Residents are advised to contact a member of staff in their Residences Office to discuss their complaint and resolve it informally at the earliest opportunity. However, if this has not been successful please see stage 2.

Stage 2: Bring your complaint to the attention of your Operations Manager formally who will investigate your complaint and respond in writing.

Stage 3:   We aim to resolve all complaints at stage 2. However, if you are dissatisfied with the outcome you should write to the Residential Services Office, Mill Hall, Brunel University, Uxbridge, Middlesex, UB8 2TL or email residences.comments@brunel.ac.uk Your complaint will be investigated by a senior member of the Residences Team with your Operations Manager and you will receive a written reply advising you of the outcome.

Stage 4: If you continue to be dissatisfied with the outcomes of stages 2 or 3 and wish to pursue the matter, you should write to the Director of Residential Services, Residential Services Office, Mill Hall, Brunel University, Uxbridge, Middlesex, UB8 2TL who will investigate your complaint further and reply to you with a decision.

Stage 5:   If in the unlikely event that we have been unable to reach an agreement, residents should follow the University complaints procedure – non-academic matters, details can be found in your Student Handbook.

At any stage of the complaints procedure and where appropriate, a complaint may be referred by the Head of Accommodation or the Head of Residences or their representative to one of the University’s impartial mediators.

 

1. Accommodation Services include: Allocating accommodation to students seeking to live on campus; sending out information and offers of accommodation to students and preparing students’ Licence Agreements; ensuring that all residents are invoiced correctly for their accommodation fees via the Finance Office; organising deposits and notifying students of payment dates.

2. Residences Services include: The day-to-day management of the residential areas; if you need help with any of the following please contact staff in the halls and Residences Office regarding: maintenance requests, general housekeeping issues, problems which are affecting your quality of life as a resident in University accommodation (e.g. noise disturbances).

Page last updated: Thursday 27 February 2014