Feedback and complaints
Every year we provide a home for over 40,000 students and we receive a lot of positive feedback from many of them during their stay. Feedback is really important to us as it helps us know what we’re doing well and what we can improve for the future to make things even better for you! There are lots of ways to give feedback including chatting to the team at your property who will be keen to help.
What happens when things go wrong?
We hope you never have cause to complain but sometimes we can get things wrong. We really value your feedback when we do as this helps us put things right, make improvements and stop it happening again. Keep reading for information on how to make a complaint.
How to complain
If you’re already living with us, the best and quickest way to resolve your issue is to speak to a member of the Unite Students team at reception as we are likely to be able to resolve your issue there and then. Alternatively you can contact our National Contact Centre on 0300 303 8642.
If you are not yet living with us, or you are a member of the general public, you can also call us on this number and we will take the details of your complaint and help resolve it.
You can also email your complaint to customerservices@unitestudents.com.
We really want to help resolve your problem quickly so when contacting us by email please provide us with the following information:
- Your name
- Unite Students ID (if you have one)
- Contact details such as telephone number, email address and home address so that we can get back to you
- Details of your issue or problem
- Details of actions you have already taken, or anyone you have already spoken to
What happens next?
We will investigate your issue thoroughly, and try to resolve it within 24 hours where possible. This may not always be possible as, depending on the complaint, we may have to speak to more people or teams about it.
If you are not happy with our reply you should let us know and explain why – we can then arrange for a manager to contact you directly to discuss. Finally, if you remain unhappy, we will escalate your complaint to our Head Office to review and issue a full and final response.
National Code of Standards
Every one of our properties is signed up to the National Code of Standards for Larger Developments. It's a voluntary code and we signed up to it because we are committed to raising the standard, service and quality of student housing. We are so committed to smartening up student housing we were actually one of the founding members of the Code, back in 2004.
The Code enjoys the support of lots of organisations including the National Union of Students (NUS), Universities UK and The Accreditation Network UK (ANUK).
