Complaints Procedure
If you wish to make a comment regarding the Accommodation Office service please contact the Accommodation Office in writing by email to accom-uxb@brunel.ac.uk or post to Brunel University, Accommodation Office, Uxbridge, Middlesex, UB8 3PH.
If you wish to make a complaint about an Accommodation Office Service 1:
Stage 1: Please contact a member of the Accommodation Office Team who will be able to assist you.
Stage 2: If the complaint remains unresolved at stage 1 you should write to the Accommodation Office 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 Office’s 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 RCCS, RCCS Office, Bishop Hall, Brunel University, Uxbridge, Middlesex, UB8 3PH 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 RCCS Office, Bishop Hall, Brunel University, Uxbridge, Middlesex, UB8 3PH 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 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.
Notes
1. Accommodation Services include: Allocating accommodation to students seeking to live on campus in the Residences at Uxbridge; sending out information and offers of accommodation to students and preparing students’ Tenancy 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 (eg noise disturbances).
