How do I make a complaint?

All complaints must be made in writing either via letter / email or our feedback from. State your name, room number and the reason for your complaint. All emailed complaints should be sent to

Complaint Stages

Level 1

Complaints will initially be handled by the Lettings Officer on site. Within 48 hours of receiving your complaint, we’ll give you an initial response confirming receipt of your complaint and the name of the person handling the investigation.

You’ll receive the outcome of our investigation and recommendations for resolution within seven days. If you’re not happy with the results, write to us within 14 days of receiving the report.

Level 2

Complaints at Level 2 will be handled by the Accommodation Manager/Assistant Accommodation Manager. Once we receive your response to our investigation informing us why you aren’t happy with the outcome, we’ll have seven days to investigate it further. If you’re still not happy with our resolution offer, write to us within 14 days of receiving it.

Level 3

Level 3 complaints are handled by the General Manager of Operations. A further investigation will be carried out and you’ll receive a written response regarding your complaint within 14 days.

For complaints to progress to the next level, a written response must be received within 14 days from the date of our resolution letter. In this response, you must give justification on why you believe your complaint should be considered at a higher level. A complaint will only progress to the next level if we feel that we have not addressed the issues on the original complaint.

Print a simple version of our complaints policy here.



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周一至周五:上午 9:00 至下午 6:00