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If you live in this accommodation then your point of contact for any complaint is ÂãÁÄÖ±²¥.Ìý

Stage one (Local Stage)

If you have a complaint, in the first instance please discuss this with a member of the team at your accommodation and/or in the Residential Services office, who will work with you to try and resolve the matter. In this instance this can be either verbal (but polite) or written.Ìý

• Student Village: email [email protected] or call 01202 961012
• Dorchester House: email [email protected] or call 01202 941020

Hopefully, we can wrap things up satisfactorily at this stage but if you are still not satisfied then we can escalate matters to stage two.

Stage two (Local Stage)

If you are unhappy about a response you have received at Stage 1 and feel that your complaint warrants further investigation, or the complaint is actually about a member of your accommodation team, then you must submit this in writing to one of our managers within 10 days of the date of the stage 1 response. We are unable to accept anything received outside of this time.

Your letter should contain a clear statement of your concerns, highlighting what has been done to help you up to now, including any supporting documentation, and should also explain how you think your complaint could be best resolved.Ìý

You should send your email to [email protected]Ìýfor the attention of:

• Glenda Brown –ÌýHousing Operations Manager (Student Village andÌýDorchester House)

Once we receive your complaint we will confirm receipt in writing back to you. If we are unable to respond to the actual issues you have identified at this stage we may request further information from you in order to conduct our investigations. We then aim to investigate and respond to you within 20 working days with our response, decision and proposed course of action. However, if we require further time after this we will write to keep you updated on progress and the reasons for delay.

Central Review Stage

The stages OneÌýand Two, as outlined above, constitute the Local Stage of ÂãÁÄÖ±²¥â€™s Complaints Process and should be exhausted prior to escalating your complaint to the Central Review Stage. Further details on the Central Review Stage and how to escalate your complaint can be found on the under the Complaints section.

If you live in Purbeck House you should contact the Unite team at your accommodation.

You can go to reception and talk to a member of staff, email [email protected] or call 01202 58958

Further information on the Unite Complaints process can be found at Unite Students

What to do if you’re not happy with the response?Ìý

If you have exhausted the Unite complaints process and are still not satisfied then you can take it further. UniteÌýis signed up to the 'The Code'Ìý- . As part of this code they are committed to dealing with your complaint in a professional manner. So long as you have exhausted the formal process with UniteÌýand can prove this then you can escalate the matter to ANUK for their consideration. Further information can be found on the .

Let ÂãÁÄÖ±²¥ know

As the landlord for Purbeck House isÌýUnite, the University is unable to make any decisions that affect the accommodation contract. However, if you think Unite are not following their own procedureÌýthen we would like to know. If you think this is the case, you can email [email protected] detailing what the issue is and why you think Unite are not following their procedure, making your email for the attention of Glenda Brown who will then contact Unite for an update and to check they are following the correct procedure.

If you live in one of these sites then you should contact your Campus Living Villages (CLV) team at your accommodation:Ìý

You should contact the team at your accommodation:

• Lyme Regis House: email [email protected] or call 01202 319247
• Chesil House: email [email protected] or call 01202 319618
• Okeford House: email [email protected] or call 01202 519252
• Cranborne House: emailÌý[email protected]Ìýor callÌý01202 037700Ìý

You can find full details of the CLVÌýcomplaints process here:

What to do if you’re not happy with the response?Ìý

If you have exhausted the CLV complaints process and are still not satisfied then you can take it further. CLVÌýis signed up to the ‘The Code’ -Ìý. As part of this code they are committed to dealing with your complaint in a professional manner. So long as you have exhausted the formal process with CLV and can prove this then you can escalate the matter to ANUK for their consideration. Further information can be found on theÌý.

Let ÂãÁÄÖ±²¥ know

As the landlord for these sites is CLV, the University is unable to make any decisions that affect the accommodation contract. However, if you think CLV are not following their own procedureÌýthen we would like to know. If you think this is the case,Ìýyou can emailÌý[email protected]Ìýdetailing what the issue is and why you think CLV are not following their procedure,Ìýmaking your email for the attention of Glenda Brown who will then contact CLV for an update and to check they are following the correct procedure.

If you live in Corfe House you should contact your Student Roost team at your accommodation:

• Corfe House: emailÌý[email protected] or call 01202 649670

Further information on the Student Roost Complaints process can be found onÌýtheirÌý

What to do if you’re not happy with the response?Ìý

If you have exhausted the complaints process and are still not satisfied then you can take it further. Student Roost is signed up to the 'The Code'Ìý- . As part of this code they are committed to dealing with your complaint in a professional manner. So long as you have exhausted the formal process with Student Roost and can prove this then you can escalate the matter to ANUK for their consideration. Further information can be found on the website.

Let ÂãÁÄÖ±²¥ know

As the landlord for Corfe House isÌýStudent Roost, the University is unable to make any decisions that affect the accommodation contract. However, if you think Student Roost are not following their own procedureÌýthen we would like to know. If you think this is the case,Ìýyou can emailÌý[email protected]Ìýdetailing what the issue is and why you think Student Roost are not following their procedure,Ìýmaking your email for the attention of Glenda Brown who will then contact Student Roost for an update and to check they are following the correct procedure.

If you live in Bailey Point you should contact the Yugo team at your accommodation:

You can go to reception and speak to a member of the team, emailÌý[email protected]Ìýor callÌýor callÌý01202 941 315

What to do if you’re not happy with the response?Ìý

If you have exhausted the Yugo complaints process and are still not satisfied then you can take it further. YugoÌýis signed up to the 'The Code'Ìý-Ìý. As part of this code they are committed to dealing with your complaint in a professional manner. So long as you have exhausted the formal process with Yugo and can prove this then you can escalate the matter to ANUK for their consideration. Further information can be found on theÌýwebsite.

Let ÂãÁÄÖ±²¥ know

As the landlord for Bailey PointÌýis Yugo, the University is unable to make any decisions that affect the accommodation contract. However, if you think YugoÌýare not following their own procedureÌýthen we would like to know. If you think this is the case,Ìýyou can emailÌý[email protected]Ìýdetailing what the issue is and why you think Yugo are not following their procedure,Ìýmaking your email for the attention of Glenda Brown who will then contact YugoÌýfor an update and to check they are following the correct procedure.

If you have booked your accommodation through the LettingsÂãÁÄÖ±²¥ service or live in one of our Unilet properties then your first point of contact for any complaint is LettingsÂãÁÄÖ±²¥.Ìý

Stage one (Local Stage)

If you have a complaint, in the first instance please discuss this with a member of the LettingsÂãÁÄÖ±²¥ team, who will work with you to try and resolve the matter. In this instance this can be either verbal (but polite) or written.Ìý

Email [email protected]

Telephone 01202 961678

Hopefully, we can wrap things up satisfactorily at this stage but if you are still not satisfied then we can escalate matters to stage two.

Stage two (Local Stage)

If you are unhappy about a response you have received at Stage 1 and feel that your complaint warrants further investigation, or the complaint is actually about a member of your accommodation team, then you must submit this in writing to one of our managers within 10 days of the date of your stage 1 response. We cannot acept anything outside of this time.

Your letter should contain a clear statement of your concerns, highlighting what has been done to help you up to now, including any supporting documentation, and should also explain how you think your complaint could be best resolved.Ìý

You should send your email toÌý[email protected]Ìýfor the attention of:

Stuart Smith –ÌýGeneral Manager (Unilet & LettingsÂãÁÄÖ±²¥)

Once we receive your complaint we will confirm receipt in writing back to you. If we are unable to respond to the actual issues you have identified at this stage we may request further information from you in order to conduct our investigations. We then aim to investigate and respond to you within 20 working days with our response, decision and proposed course of action. However, if we require further time after this we will write to keep you updated on progress and the reasons for delay.

Central Review Stage

Stages 1 and 2, as outlined above, constitute theÌýLocal StageÌýof ÂãÁÄÖ±²¥â€™s Complaints Process and should be exhausted prior to escalating your complaint to theÌýCentral Review Stage.ÌýFurther details on the Central Review Stage and how to escalate your complaint can be found on theÌýÌýunder the Complaints section.

If your complaint relates to any other accommodation other than what is listed above then your contract is going to be with a private landlord. In this instance you should contact your managing agent or landlord to discuss your complaint. The SUÂãÁÄÖ±²¥ Advice team can provide you with guidance and support on this if required. For further details visit the .

If you have any other complaint that is not listed here, or you are unsure about who to contact then please contact our Residential Services team at ÂãÁÄÖ±²¥.Ìý

Stage one (Local Stage)

To discuss your issue please contact:

Residential Services: emailÌý[email protected]Ìý

Telephone 01202 969696

If after speaking with the team, it is agreed that yourÌýcomplaint relates to a service provided by ÂãÁÄÖ±²¥'s Residential Services then weÌýwill work with you to try and resolve the matter.ÌýHopefully, we can wrap things up satisfactorily at this stage but if you are still not satisfied then we can escalate matters to stage two.

Stage two (Local Stage)

If you are unhappy about a response you have received at Stage 1 and feel that your complaint warrants further investigation, or the complaint is actually about a member of your accommodation team, then you must submit this in writing to one of our managers within 10 days of the date of the stage 1 response. We are unable to accept anything recieved outside of this time.

Your letter should contain a clear statement of your concerns, highlighting what has been done to help you up to now, including any supporting documentation, and should also explain how you think your complaint could be best resolved.Ìý

You should send your email toÌý[email protected]Ìýfor the attention of:

Naomi Crabb – Bookings & Administration Officer (Central bookings, customer serviceÌýand rent collection)

Once we receive your complaint we will confirm receipt in writing back to you. If we are unable to respond to the actual issues you have identified at this stage we may request further information from you in order to conduct our investigations. We then aim to investigate and respond to you within 20 working days with our response, decision and proposed course of action. However, if we require further time after this we will write to keep you updated on progress and the reasons for delay.

Central Review Stage

The stagesÌýOneÌýtoÌýThree, as outlined above, constitute theÌýLocal StageÌýof ÂãÁÄÖ±²¥â€™s Complaints Process and should be exhausted prior to escalating your complaint to theÌýCentral Review Stage.ÌýFurther details on the Central Review Stage and how to escalate your complaint can be found on theÌýÌýunder the Complaints section.