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Complaints procedure

If you wish to make a comment about the Accommodation Centre please contact the Accommodation Centre team in writing by email or post to:

Brunel University London
Accommodation Centre
Uxbridge
Middlesex
UB8 3PH

If you wish to make a complaint regarding the Accommodation Centre1 it will be processed in line with the University’s Student Complaints Procedure. A summary of the three stages can be seen below:

Stage 1: Early Resolution - Your complaint can be put in writing to the Accommodation Centre by email and will be responded to within 2 working days. Depending on the content of your complaint it may be escalated to the Head of Accommodation. In such circumstances you will receive a response within 4 working days. You will be advised by email if your complaint is escalated to the Head of Accommodation or their representative.

Stage 2: If your complaint remains unresolved at Stage 1 you must complete a Complaint Action Form within 3 months of the incident complained about. Formal investigation and consideration by the Students Complaints Officer will then take place.

Stage 3: If you're dissatisfied with the outcome of Stage 2 you may, under certain circumstances, request a review by the Chief Operating Officer. This must be within 14 days of the date of the letter of outcome to Stage 2.

You should refer to the full version of the Student complaints procedure before submitting your complaint.

You may also wish to contact the University Mediation Service if you feel it would be helpful to speak to an independent mediator about your complaint.

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

The Residences Complaints Procedure is not intended to deal with initial maintenance requests. If you need to report a problem in your accommodation please use the online reporting facility. If your complaint is about bullying or harassment by another resident or a member of staff, please put this in writing by email. To enable an appropriate member of staff to investigate your concerns and ensure support is available for you.

Stage 1: Early Resolution - Your complaint can be put in writing to Residential Services by email and will be responded to within 2 working days. Depending on the content of your complaint it may be escalated to the Head of Residences. In such circumstances you will receive a response within 4 working days. You will be advised by email if your complaint is escalated to the Head of Residences or their representative.

Stage 2: If your complaint remains unresolved at Stage 1 you must complete a Complaint Action Form within 3 months of the incident complained about. Formal investigation and consideration by the Students Complaints Officer will then take place.

Stage 3: If you're dissatisfied with the outcome of Stage 2 you may, under certain circumstances, request a review by the Chief Operating Officer. This must be within 14 days of the date of the letter of outcome to Stage 2.

You should refer to the full version of the Student complaints procedure before submitting your complaint.

You may also wish to contact the University Mediation Service if you feel it would be helpful to speak to an independent mediator about your complaint.


NOTE: 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.The Accommodation Centre’s 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 booking fees and notifying students of payment dates and all matters relating to off campus housing secured through Brunel Student Lettings.

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).