Procedures, policies and service level agreements

Here you will find Residential and Hospitality Services policies, procedures and service level agreements.

Procedures

Complaints 

Very occasionally students are unhappy with their accommodation or the services they are receiving. For any concerns that you wish to escalate, please initially visit our reporting problems page and follow the guidance to make us aware of your concerns. The Accommodation Office will then try and resolve the issue via this first stage informal process. 

If you are not satisfied with the response you have a number of options: 

If all these avenues have been exhausted you may be able to complain to the Office of the Independent Adjudicator for Higher Education, which provides an independent scheme for the review of student complaints. The OIA will consider cases only when the University’s own internal complaints and appeal procedures have been exhausted.

Policies

Service level agreements

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