Good, bad or simply questioning, we value your opinions. Please help us to continuously improve our service by completing the form opposite.

Please note that if you have a complaint and feel comfortable doing so you should first raise it with your residence manager or the member of staff whom you have been dealing with. For most problems this will result in the quickest resolution. It is important that complaints are raised as soon as possible.

What will happen next?

1. We will acknowledge your feedback within five working days of receipt. This will either be by letter or email.
2. Your feedback will be reviewed by the Head of Residential Services and assigned to the best member of staff to respond to you.
3. That member of staff will examine the issues that you raise. Compliments will be forwarded to the members of staff responsible; queries will be answered and complaints will be investigated. Whatever the nature of your feedback the member of staff will fully respond to you within three weeks, or will write to you setting out an alternative timetable for investigation and resolution.
4. If you have complained and are unhappy with the way in which Residential Services has handled your complaint, you should make a written complaint to the Director of Student Services, this will be treated as Stage Two of the University’s formal complaints procedure.

Our commitment to openness:

We feel that it is important to be open about our customers’ view of the services that we provide. To highlight this we commit to undertaking
the following:

• Making all satisfaction surveys available, in full, on our website
• Publishing on our website statistics and a basic summary of all feedback received
• On a regular basis we will review all feedback received with the Students’ Union.

Please note that all comments are handled with strict confidentiality and this will not be compromised by any of the above commitments.

Please click here to download a form: Your Opinion Matters