As part of The Student Housing Company’s commitment to excellent customer service we welcome the opportunity to address our residents’ concerns and complaints, in line with our 5 promises:
We put customer service and commitment to our students at the heart of what we do. We strive to get it right, first time, every time.
But occasionally, things don’t go as planned. If this happens we’d really like your feedback; not only does it allow us to explain and apologise to you, it also helps us to improve our product and service.
Most complaints can be dealt with verbally by our Residence Teams on site. They will do their best to resolve the matter quickly, to your satisfaction.
If you think your complaint has not been fully resolved, this policy sets out how to raise a complaint and how we deal with your complaint.
If you experience problems within your residence, with our service or with a member of our team, please take the time to let us know.
All complaints must be addressed in writing (including email) to the General Manager of your Residence in the first instance.
All complaints must be made by the student themselves and not by a parent, guarantor or third party unless prior permission has been given by the student for a third party to act on their behalf.
We fully understand that you may not wish to address certain issues locally as it may not be appropriate or you may have raised your concerns in writing to the General Manager and you are dissatisfied with the response.
If this applies, then please escalate your concerns by email or in writing to;
The Student Housing Company,
FAO Area Manager,
2nd Floor, 5 Old Bailey,
London, EC4M 7BA
Please ensure you include your name, the residence where you are staying, the issue and actions you have taken to date. A full and final response will be issued in writing within 7 working days of receipt of your letter.