|
Accommodation Essex Complaints Procedure
Accommodation Essex aims to provide students with accommodation which is clean,
well maintained and allocated as detailed in the University’s Allocation Policy.
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 your complaint is about another student, we may need to refer you to Student
Support. Further information can be
found by visiting Student
Support's Website.
If your complaint is about private sector housing, you will need to contact the
Students’ Union by visiting the Student
Union's Website.
If you have any concerns or complaints about the service you have received from
us, you should raise them with a member of staff in the Main Accommodation
Office or in the Area Office at North Campus, South Campus, University Quays or
University Square (Southend) at your earliest opportunity. We will always try to
resolve your complaint quickly and informally.
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.
Making an Official Complaint – Who to Contact
If you are not happy with the initial response you receive, you can ask the
relevant Manager to formally look into your complaint.
There are a number of ways you can make a complaint; in person, by email
or by letter.
If you make a complaint in person, we will ask you to complete the details of
your complaint on a complaints form.
We will then 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 (e.g. Estates Maintenance).
If this is the case, we will let you know if your complaint will take
longer than 10 working days to respond to.
For complaints regarding the cleaning service, caretaking service or repairs and
maintenance service,
please contact the Residential Services Manager/Accommodation Manager in your
area office as follows;
North Campus Office: Pauline Gawler
Email: ncampman
South Campus Office: Karen Bailey and Kelly Barham
Email scampman
University Quays Office: Sheila Mitchell
Email: uquayman
University Square Office, Southend: Louise Buxton
Email: usman
For complaints regarding the allocation of rooms or contractual matters,
please contact the Systems Manager in the Main Accommodation Office as follows;
Systems Manager: Sarah Crowther
Email: slcrow
For complaints regarding reception or accommodation advice,
please contact the Customer Services Manager in the Main Accommodation Office as
follows;
Customer Services Manager: Beverley Shaw
Email: block
If you remain unhappy following a response from the Manager, you can ask for
your complaint to be referred to the appropriate Senior Manager.
Contact details will be provided on the response to your complaint.
University of Essex Complaints Procedure
We hope that your complaint will have been resolved by using our complaints
process, but if you are still not satisfied, the University has a separate
complaints procedure for serious complaints or for complaints that remain
unresolved. To make a complaint using the University of Essex Complaints
Procedure, please follow this link
Further information regarding the university complaints procedure.
The Students’ Union offers an independent advice service and you may consult
with the
SU Advice Centre
if you wish to discuss any problem or complaint which you feel is not 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.
|
