Complaints Procedure for all other customers

Why do we have a complaints procedure?

The Private Housing and Advice Team sits within the University of London’s Housing Services Department. We aim to provide you with a good quality service but we know that even in the most efficient of organisations, things can occasionally go wrong and services may not be delivered as they should be. This procedure outlines how you can get in touch with us when you have a complaint to make. 

Who can complain?

The procedure is open to organisations, companies and individuals who are not students, and who receive a service from The Private Housing and Advice Team within University of London Housing Services.

What can you complain about?

You can complain if you have experienced a problem with the service we have provided to you, including with a member of our team.

What should you do first?

If you are unhappy with an aspect of the service provided by our Private Housing and Advice Team, you should first talk to one of our housing advisors and, hopefully, the matter will be resolved.

You should make initial contact with a Housing Advisor as soon as possible, and within no more than 14 days of the incident that gives cause for you to complain. We will be unable to consider any complaints where the informal process has taken place outside of this period.

You can contact and ask to speak with a Housing Advisor using the details below.

Telephone: 020 7862 8880

E-mail: housing@london.ac.uk

Postal address:  Housing Advisor, Private Housing and Advice Team, University of London Housing Services, 4th Floor, Student Central, Malet Street, WC1E 7HY.

What if I remain unhappy?

You should then make a complaint using the procedure that is set out below. All complaints should be made in writing, preferably by email if possible.

We treat all complaints seriously. To deal with them fairly, we have set out a number of stages that you should follow. If you miss any of the stages, you may be required to refer the complaint to the person you should have contacted in the first instance, unless we notify you that we will arrange this. This may delay the processing of your complaint.

If you need help to write down your complaint, please tell us and we will use reasonable efforts to make the necessary arrangements

STAGE 1

Contact the Private Housing and Advice Team Manager, within 10 days of the date of your discussion with a Housing Advisor.

You will need to outline your complaint in writing and we recommend that you attach any evidence that supports your complaint.  Please send this to the relevant address below. If you would like an e-mail address, please contact us at housing@london.ac.uk and we will provide this to you.

Private Housing and Advice Team Manager, University of London Housing Services, 4th Floor, Student Central, Malet Street, WC1E 7HY.

An acknowledgement will be sent to you following receipt of your written complaint. Your complaint will be dealt with as soon as possible, usually within 20 days of receipt by the Private Housing and Advice Team Manager.  If the complaint is complex and more time than this is needed to consider all the facts and/or gather relevant information, you will be informed of the delay.

STAGE 2

If you are not satisfied with the Private Housing and Advice Team Manager’s decision, or your complaint is about the Private Housing and Advice Team Manager, you should contact the Head of Private Housing and Advice Services, within ten days of the date of the Private Housing and Advice Team Manager’s decision. You will need to send an outline in writing setting out your reasons for being unhappy with the outcome of Stage 1 (or where applicable, setting out your complaint about the Private Housing and Advice Team Manager) to the relevant address below. If you would like an e-mail address, please contact us at housing@london.ac.uk and we will provide this to you.

Private Housing and Advice Team, University of London Housing Services, 4th Floor, Student Central, Malet Street, WC1E 7HY.

An acknowledgement will be sent to you following receipt of your communication. Your complaint will be dealt with as soon as possible, usually within 20 days of receipt by the Head of Private Housing and Advice Services.  If the complaint is complex and more time than this is needed to consider all the facts and/or gather the information, you will be informed of the delay.

The procedure detailed above completes the University's consideration of a complaint relating to the Private Housing and Advice Service.

 

 

Last updated August 2018