Please note:

• If your concern relates to a maintenance issue within your accommodation, please report the faultLink opens in a new window on our website.
• If your concern relates to a noise issue within your accommodation, please visit the Residential Community TeamLink opens in a new window website for instructions on how to report this through their online triage form.

We aim to provide a high quality of service to all students within our accommodation. We recognise however, that there can be occasions where you may feel your expectations have not been met. If you are a student with a complaint, concern or you would like to provide feedback either positive or negative, please follow the procedure below. If you are not a student, please see the following link: Feedback and Complaints - University of Warwick for further details.

Initial Contact

If you have any concerns relating to our University Accommodation, we encourage that in the first instance, you raise the issue in person, by telephone, by email or visit your local Residences’ Hub. The issue will then be dealt with by the Manager responsible for the service with which you are dissatisfied.

We aim to resolve all concerns as quickly and effectively as possible.

If your concern is not resolved at this stage or you feel informal resolution would be inappropriate, the University has a Student Complaints Resolution Pathway to provide a clear route to resolve complaints quickly and effectively. The Pathway has three clear internal stages which are outlined below.

 

Stage One

Frontline / Local Resolution

If resolution has not been reached with your initial contact and you are not satisfied with the response, please submit your complaint by using Warwick Accommodation’s online complaint form: Registering a complaint.

Once we have received your complaint form, we will seek to reply to you within 20 working University days. If we need more time to investigate your complaint, we will inform you of this.

The Students' Union are available to offer representation or advice. For further information on this service, please contact the Student Advice Centre at advice@warwicksu.com.

Stage Two

Formal Departmental Resolution

If resolution has not been reached at stage 1 and you are not satisfied with the response, you can request that your formal complaint be considered at stage 2 by the General Manager, Warwick Accommodation, or the nominated person. Please go to Stage 2 - Student complaints - University of Warwick for information. Please note that this must be done within 10 University working days of receipt of the stage 1 response.

Once we have received your complaint, we will seek to reply to you within 30 working University days. If we need more time to investigate your complaint, we will inform you of this.

Stage Three

Formal Institutional Review and Final Resolution

If resolution has not been reached at stage 2 and you are not satisfied with the response, you can request that your formal complaint be considered at stage 3 Institutional Review and Final Resolution by the University. Please go to Stage 3 - Student complaints - University of Warwick for further information. Please note that this must be done within 10 working days from the date of receipt of your stage 2 outcome.

Once we have received your stage 3 complaint, we will seek to reply to you within 30 working University days. If we need more time to investigate your complaint, we will update you.

Further information and guidance about the University’s Student Complaints Resolution Pathway can be found at Student Feedback and Complaints - University of Warwick. These webpages also include links as to how your complaint can be escalated externally to the Office of the Independent Adjudicator (OIA) should resolution not be found within the Student Complaints Resolution Pathway.