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Complaints Procedure

St George’s Tower Residents’ Complaints Procedure (2026 ANUK‑Compliant)

  1. Purpose of this Procedure

This procedure explains how residents can raise concerns about their accommodation, how those concerns will be handled, and the standards of fairness, transparency and timeliness required under the Unipol National Code (2026). It applies to all residents, prospective residents, and authorised representatives.

  1. Principles

We commit to:

  • Accessibility – complaints can be made verbally or in writing, and support will be offered where needed.
  • Fairness & impartiality – all complaints are assessed objectively, without bias.
  • Timeliness – clear response deadlines at each stage.
  • Evidence‑based decisions – outcomes are based on facts, records, and Code obligations.
  • No detriment – raising a complaint will never result in disadvantage or retaliation.
  • Right to escalate – residents may escalate to senior management and ultimately to the Unipol National Code Complaints Process.
  1. What Counts as a Complaint

A complaint is any expression of dissatisfaction relating to:

  • The condition, safety, or management of the accommodation
  • Staff behaviour or service quality
  • Repairs, maintenance, or response times
  • Contractual matters, communication, or administrative errors
  • Breaches of the Unipol National Code

Issues that can be resolved immediately through routine communication (e.g., reporting a repair) are not treated as formal complaints unless the resident requests it. 

  1. How to Make a Complaint

Residents may submit a complaint through any of the following:

  • Email to the accommodation management team
  • Online portal (if applicable)
  • In person at reception
  • By phone, followed by written confirmation
  • Through an authorised representative (e.g., student union adviser)

We encourage residents to raise concerns as early as possible.

  1. Stage 1 – Early Resolution

Handled by: Site/Property Manager
Acknowledgement: Within 3 working days
Outcome: Within 10 working days

The manager will:

  • Review the issue
  • Investigate relevant records, communications, and evidence
  • Provide a written response outlining findings and actions
  • Confirm whether the complaint is upheld, partially upheld, or not upheld

If the resident is dissatisfied with the outcome, they may request escalation to Stage 2.

  1. Stage 2 – Formal Review

Handled by: Senior Manager or Head of Operations (not previously involved)
Acknowledgement: Within 3 working days
Outcome: Within 15 working days

The senior reviewer will:

  • Conduct an independent assessment
  • Review all Stage 1 documentation
  • Request additional evidence where needed
  • Provide a written decision with clear reasoning
  • Outline any remedial actions or service improvements

If the resident remains dissatisfied, they may escalate to Stage 3. 

  1. Stage 3 – Final Internal Appeal

Handled by: Director‑level reviewer or designated complaints panel
Acknowledgement: Within 5 working days
Outcome: Within 20 working days

This stage provides a final internal review. The reviewer/panel will:

  • Consider whether the complaint was handled fairly and in line with the Code
  • Review all evidence and correspondence
  • Issue a final written decision

This is the final stage of the operator’s internal process.

  1. Stage 4 – External Review (Unipol National Code)

If the resident is dissatisfied after Stage 3, they may refer the matter to:

Unipol National Code Complaints Process Website: nationalcode.org

The Code administrators will:

  • Assess whether the operator has complied with Code obligations
  • Review evidence from both parties
  • Issue recommendations or requirements for corrective action
  • Publish outcomes where appropriate (in line with Code rules)

Residents may submit to Unipol at any point if:

  • The issue involves serious health/safety concerns
  • There is evidence of Code breaches
  • Internal processes are not being followed
  • Timescales have been exceeded without explanation
  1. Record‑Keeping

We maintain:

  • A log of all complaints
  • Copies of all correspondence
  • Evidence gathered during investigations
  • Outcomes and actions taken
  • Lessons learned and service improvements

Records are retained for a minimum of three years, in line with Code expectations.

  1. Support for Residents

Residents may seek support from:

  • Their Students’ Union
  • University accommodation office
  • Independent advisers
  • A representative of their choosing

We will make reasonable adjustments for residents with disabilities or communication needs.

  1. Confidentiality

All complaints are handled confidentially. Information is shared only with staff involved in resolving the issue or with external bodies where required by the Code or law. If the complaint is about a specific member of staff, that person will not be part of the resolution process.

  1. Unacceptable Behaviour

We treat all residents respectfully and expect the same in return. Unreasonable or abusive behaviour from a complainant may result in communication being managed differently but never prevents a complaint from being investigated.

  1. Continuous Improvement

We regularly review complaint trends to:

  • Improve service delivery
  • Identify training needs
  • Strengthen compliance with the Unipol National Code
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