Complaints about our service
We aim to provide you with accommodation which is
clean, safe and well maintained and allocated as set out in our
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 procedure explains how you can do
this, and how we will deal with your complaint.
If you have any concerns about the service you've received from us, you should
raise them with a member of staff in the Student Services Hub (for South Courts, The Towers, The Houses
and Wolfson Court) or reception at University Quays, The Meadows, or University Square (Southend) at your
earliest opportunity. We will always try to resolve your complaint quickly
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 complaint
in a number of ways:
Note: Quote your full name and PRID or PG number on all
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.
Who to contact
Cleaning and caretaking complaints
Repairs and maintenance complaints
Allocation of rooms, policy and complaints about
Contact Sarah Crowther (Administration and Systems Manager, Accommodation Essex, SSH)
Accommodation advice complaints
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 your Student Services Hub if your complaint is about another student.
Complaints about private sector housing
Contact the Students' Union service
SULets if your complaint is about private sector housing.
The Students' Union offer an independent advice service, called
You can contact them to discuss any problem or complaint which you feel isn't being
Staff in the Advice Centre may contact Accommodation Essex on your behalf or
represent or support you in any meeting with accommodation staff.