Accommodation complaints
We aim to provide you with accommodation which is clean, safe and well maintained and allocated as set out in our Colchester Allocation Policy (.pdf) and Southend Allocation Policy (.pdf).
We aim to provide you with an excellent service at all times, so we need you to tell us if we have made a mistake. This complaints procedure (.pdf) explains how you can do this, and how we will deal with your complaint.
Contact us
If you have any concerns about the service you've received from us, you should raise them with a member of staff in the relevant team as soon as possible. We will always try to resolve your complaint quickly and informally.
Cleaning and caretaking complaints
Repairs and maintenance complaints
Allocation of rooms, policy and complaints about contractual matters
Colchester and University Square, Southend
Make a formal complaint
If you don't believe your complaint has been dealt with correctly, you can ask the relevant manager to look into your complaint formally. You can make a formal complaint in person, letter, telephone or email via the Student Services Hub. Please quote your full name and PRID or PG number on all correspondence.
We will investigate your complaint and send you an email response within 10 working days. Sometimes we will need another department to provide us with information to investigate your complaint fully (Estates Management, for example). If this is the case, we will let you know if your complaint will take longer than 10 working days to respond to.
University of Essex complaints procedure
We hope that your complaint will have been resolved by using our complaints process. If you remain dissatisfied that your complaint has not been dealt with correctly, the University has a separate complaints procedure for students for serious complaints or for complaints that remain unresolved.
Complaints about a member of staff
If your complaint is about a member of staff, you can ask to speak to their manager directly. If you make a complaint about a member of staff you must be prepared to make a formal statement and to attend any disciplinary hearing that might result.
Complaints about another student
We may need to refer you to the Student Services Hub if your complaint is about another student.
Complaints about private sector housing
Contact the Students' Union service SU Homes if your complaint is about private sector housing.
Further information
The Students' Union offer an independent advice service, called SU Advice. You can contact them to discuss any problem or complaint which you feel isn't being resolved.
Staff in the Advice Centre may contact Accommodation Essex on your behalf or represent or support you in any meeting with accommodation staff.
For enquiries about accommodation or about an application you're making, contact us at the Student Services Hub. Quote your full name and PRID or PG number on all correspondence.