Accommodation

Complaints procedure

Our Commitment to Residents: We are dedicated to delivering a high standard of customer service and strive to provide an outstanding experience for every resident. We are constantly working to enhance and improve our services, and all feedback is valued.

Given the number of residents in our accommodation, it is understandable that maintenance issues, community concerns, and complaints may occasionally arise. To help us respond quickly and effectively, please follow the procedure outlined below.

This complaints and feedback process covers all University-owned or managed residential properties.

If you have a maintenance issue, please make sure you have also submitted a maintenance form (log in required). Details of the priority definitions are available with the form.

If you have a complaint, please let us know as soon as the issue or concern has occurred. Complaints should be submitted within 28 days of the incident; complaints submitted after this period may not be considered under this policy. To make sure your complaint is recorded please email accommodation@le.ac.uk.

If you require additional support during your time at university or stay in residences you can contact the University’s Student Support Service. 

How to Make a Complaint

Stage One - Submitting the Initial Complaint (Informal) 

  • The first step is to contact the Accommodation Team. Please find a member of our team in person at your site reception. If possible, we will always try to resolve the problem on the spot. If we have been unable to resolve your issue in person, please contact us by emailing accommodation@le.ac.uk.

  • The accommodation team will acknowledge receipt of your complaint within 48 hours (excluding weekends, public holidays, and University closure days).

  • You will either receive a resolution within 10 working days (excluding weekends, public holidays, and University closure days) or an update, if further information is required.

Stage Two – Escalation of Unresolved Complaints (Formal)

  • If your complaint cannot be resolved informally and you feel that further investigation is necessary, you may submit formal complaint. Please ensure you have tried to resolve your complaint informally before progressing to this stage. 
  • To make a formal complaint, you must complete the Complaints Form and return it to the Accommodation Management Team via email accommodation@le.ac.uk.
  • The accommodation team will acknowledge receipt of your complaint within 48 hours (excluding weekends, public holidays, and University closure days).
  • The Estates and Campus Services Management Team, or their nominee, will arrange for your complaint to be investigated and will respond with the outcome, or provide an update if more time or information is needed. You should receive a response within 10 working days with an outcome.
  • During their investigation, the Estates and Campus Services Management Team may contact you directly or request a meeting to discuss your complaint.

Stage Three – Further Review 

  • If you are still not satisfied with the outcome of the Formal Stage Two process, you have the right to request a review. Which will be governed by the University’s Senate regulations, for further details of the procedure and to access the Student Complaints Form please visit our student complaints page. 

  • The Central Complaints Team. or nominee, will provide with a written response. This will be within 28 working days

Further Information

If you require additional support during your time at university or 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 0116 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 through Leicester Students’ Union.

For further information relating to the Residential Complaints Procedure please see the Accommodation Compensation Policy and access the Student Residential Complaint Form.

 

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