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Complaints Procedure

Our 5 Promises

We want to change the way accommodation is provided for students, raising people’s expectations about service, quality, and communication. We want students to find renting a room from us incredibly easy and we want them to feel safe, comfortable, and looked after. We want their parents to have peace of mind and we want the students to recommend us to other people.

We try to make everything we do as clear and upfront as possible. From our plain-speaking name to the refreshingly simple job titles on our team’s badges, we want students who rent from us to understand what they are getting and who they are always talking to.

Our goal is to have buildings close to lots of UK universities. We want these occupied 100% of the time. We can only do this by being excellent.

We make 5 promises to our customers that we think reflect the quality of our accommodation. They will not tell you how to survive Freshers’ Week, but they will give you a good indication of what to expect from our high standard of service.

Promise 1

If things break or go wrong in our buildings, we will fix them quickly and cheerfully.

Promise 2

We will actively seek student involvement in our company through placements, so we make sure our offer is shaped by actual students.

Promise 3

The people who work in your building have been hired for their integrity, friendliness, and willingness to go that bit further.

Promise 4

We will be upfront about all the costs you will face to rent a room from us.

Promise 5

We know we cannot get everything right all the time, so we will read and consider all your suggestions on how to improve our service.

Complaints Procedure

We put customer service and commitment to our students at the heart of what we do. We strive to get it right, first time, every time.
But occasionally, things don’t go as planned. If this happens we’d really like your feedback; not only does it allow us to explain and apologise to you, it also helps us to improve our product and service.

Most complaints can be dealt with verbally by our Residence Teams on site. They will do their best to resolve the matter quickly, to your satisfaction.

If you think your complaint has not been fully resolved, this policy sets out how to raise a complaint and how we deal with your complaint.

How to raise a complaint

If you experience problems within your residence, with our service or with a member of our team, please take the time to let us know.

All complaints must be addressed in writing (including email) to the General Manager of your Residence in the first instance.

All complaints must be made by the student themselves and not by a parent, guarantor or third party unless prior permission has been given by the student for a third party to act on their behalf.

How we will deal with your complaint

Further Information

We fully understand that you may not wish to address certain issues locally as it may not be appropriate or you may have raised your concerns in writing to the General Manager and you are dissatisfied with the response.

If this applies, then please escalate your concerns by email or in writing to;

GSA Office Care of,

The Student Housing Company

Print Hall,
Temple Way,
Bristol, BS2 0BU

Please do not email your complaint to Print Hall student residence as this may cause delay.

Please ensure you include your name, the residence where you are staying, the issue and actions you have taken to date. A full and final response will be issued in writing within 7 working days of receipt of your letter.