Accommodation Services is responsive to the needs of our students and visitors and welcomes comments and complaints as a means of improving services. We will always be professional and courteous in dealing with complaints and we will try to be as quick as we can in responding to you.
Accommodation Services are responsible for over 2500 residents so it is inevitable that on occasion, complaints may arise.
Accommodation Service Complaints Procedure
This procedure explains:
- How to make a complaint
- How you can expect us to deal with it
- What you can do if you are unhappy with our response
If you have a complaint, in the first instance please visit your accommodation reception and speak with a member of the Accommodation Team. Sometimes the issue can be dealt with there and then which is why it is important to let us know as soon as possible if you have a complaint.
Once you’ve made an informal complaint, if you are unhappy about the response you received, or if the complaint is actually about a member of staff, or if you feel that the complaint warrants further investigation then you may wish to make a formal complaint. In order to do this you must place your complaint in writing to the Accommodation Services Manager.
You will receive a written response from the Accommodation Services Manger within 7 working days of the complaint being received. If we cannot resolve a complaint straight away, we will look into it in more detail and if circumstances mean a full response is likely to take longer, we will inform you of this and keep you informed of the progress. We will try to provide a full reply, but if this is not possible, an acknowledgement will be sent within this time scale while we investigate the matter further.
Appeal your decision
If you are unhappy with the response you received to your formal complaint or you wish to appeal the decision then you are able to appeal to the Head of Accommodation Services by stating the reason why you are unhappy with the initial response. You should include a copy of your original written complaint and the response you received as well as explaining why you are unhappy with the response you received.
You will receive an acknowledgement and usually a full written response within 10 working days. If circumstances mean a full response is likely to take longer, we will notify you of this and keep you informed of the progress.
University of Lincoln General Regulations – Students Complaints Procedure
If you believe that the complaint has not been resolved satisfactorily, you can use the Students Complaints Procedure who will undertake a full review of your complaint. The purpose of this procedure is to provide a formal means through which students can channel any complaint they may have about the services provided by the University, and through which the University can resolve such complaints in a fair, open and timely manner. For further information see the student complaints section in our University General Regulations
UUK Code of Practice
All halls managed by the University of Lincoln fall under the UUK code of practice also known as the Student Accommodation Code. Further information on this can be found on the website http://www.thesac.org.uk/
All complaints will be dealt with confidentially, though enquiries may have to be made to investigate the matters that are the subject of the complaint. The effectiveness of any complaints procedure depends on the University being able to collect appropriate information from the parties involved in order to investigate the matter properly. For this reason, anonymous complaints will not be dealt with.