Accommodation
Compensation policy
We are committed to providing a high level of customer service. We work hard to ensure an excellent experience for all of our residents and are continuing to develop and improve our services.
With the number of residents living with us, it is inevitable that from time-to-time maintenance issues and complaints will arise in our accommodation. To ensure we are able to respond to these issues as quickly as possible, please follow the Residential Complaints procedure.
If you have a maintenance issue, please make sure you have first submitted a maintenance form.
This complaints and feedback procedure relates to all residential properties owned or managed by the University.
Rent rebates
Where issues with buildings and facilities have occurred and we have been informed, we will make every effort to provide a reasonable alternative, as outlined in the Terms and Conditions of Residence. If no reasonable alternative can be offered then compensation may be paid.
Complaints requesting compensation must be made through the Residential Complaints Procedure using the residential student complaint form. The form must be submitted within 28 days of the incident or issue being resolved.
Compensation will not be paid where suitable alternative provision has been provided or if complaints are not received as detailed in the paragraph above, this includes where an alternative is offered and never used. Suitable alternative provision can include an alternative room, and/or access to facilities within a reasonable distance and/or temporary fittings such as heaters.
If a suitable alternative is found and declined by the resident, compensation will not be paid from the date the alternative is offered to the date the issue is resolved, even if the alternative is accepted at a later date.
Appeals against the decision made regarding compensation should follow the Residential Complaints Procedure.
The information shown below should be treated as a guideline only and represents the maximum compensation that may be offered. Compensation will only be considered if the facilities are not available for a significant period of time, generally determined as 5 days, and if no suitable alternative provision has been provided.
Compensation will be calculated based on the contracted weekly rent. The reduction will be applied to the period without provision of services and facilities by the number of days affected.
Loss of service areas
Where residents suffer the complete loss or use of their facilities and no alternative provision is made, maximum rent reduction will be:
- Kitchen facilities 20%
- Bathroom / toilet facilities 20%
Where residents suffer a lack of service facilities and no alternative provision is made, maximum rent reduction will be:
- Heating (during periods when the heating system is on across all areas)* 15%
- Hot water 15%
- Heating and hot water 20%
Further information
If you have any questions regarding this policy please contact the Accommodation Team directly at accommodation@le.ac.uk or alternatively in person at either The Village Reception (John Foster Hall, Manor Rd, Oadby, Leicester, LE2 2LG) or The City Reception (Freemen’s Common, 161 Welford Road, Leicester, LE2 6BF).
If you require additional support during your time at university or during your stay in residences you can contact the University’s Student Support Service to access the Student Welfare Service, Counselling and Wellbeing or the AccessAbility Centre.
The Advice Service in the Students’ Union will also be able to provide help with your complaint. They can be contacted in the Percy Gee Building; or by telephone on +44(0) 116 223 1132; or by email at advice@le.ac.uk. Note that the Advice Service cannot complete this form on your behalf.
You can find further information on accessing support on our Leicester Students' Union webpage.