Tenancy Release

If you are a Unipol tenant, that is to say your tenancy agreement is with Unipol and you think you must leave your tenancy because you have been severely affected by a life event or a similar exceptional circumstance then you can make out your case to be released from your tenancy to the Tenancy Release Group. 

Under normal circumstances you will not be released from your contract even if you have given up your course and are leaving Leeds.  It is never possible to release you from your contractual obligations in the final three months of your tenancy.

Full details of the application process can be found here.

Complaints

Unipol is responsive to the needs of users of our service and welcomes comments and complaints as a means of improving services.  We won’t necessarily be able to change the things in the way that you would like or always meet your needs but we will always be able to give you an explanation of why we do what we do.  Unipol will always be professional and courteous in dealing with complaints and we will try to be as quick as we can in responding to you.

FIRST

If you have a complaint, in the first instance please discuss this with the member of staff who is working with you to try and resolve the matter. In this instance the complaint can either be verbal (but polite) or written.

SECOND

If you are unhappy about a response you receive, or the complaint is actually about the member of staff involved or if feel that the complaint warrants further investigation then you must complain in writing to the member of staff who has managerial responsibility for the area or service that you are complaining about. 

These staff are:

Housing Hub Operations

Ms Nicola Brown, Assistant Chief - Housing Hub Services

Housing Management Operations (excepting deposits)

Ms Geneve Smith, Assistant Chief Executive - Housing Services

Housing Management Operations: Deposits Only

Ms Liz Hodgen, Deputy Chief Executive

Unipol Code and the Large Student Developments Codes

Ms Nicole Bolton, Assistant Chief Executive - Standards and Projects

IT Services

Andrew Livesey, Assistant Chief Executive - IT and Communications

Finance

Ms Christina Rygalska, Director of Finance

Hopefully they will be able to resolve the issue at that level.

Your letter should contain a clear statement of your concerns, including any supporting documentation and should explain how you think your complaint could be best resolved.

If You Are Unsure Who to Complain To at this Stage

If you are unsure who you should write to you can send the complaint to:

Liz Hodgen, the Deputy Chief Executive who will ensure that it is given to the correct member of staff for action.

THIRD

If you feel that the complaint has not been resolved by the above managers, or if your complaint is about them, then you can complain to Mr Martin J Blakey, Chief Executive. Your complaint must be in writing. There is no further complaints mechanism unless you are a non- student tenant at the time of signing your tenancy agreement or you wish to challenge a deposit deduction. In both these circumstances you can complain to an external organisation (see below).  If your complaint is specifically about the Chief Executive, then you can complain to, The Chair, Unipol Student Homes and this should be sent c/o the Chief Executive who will ensure that it is passed to the Chair.

FOURTH

Right of Redress Non Student Tenants

If you were not a student when you signed a tenancy with Unipol and your complaint has not been satisfactorily resolved by Unipol’s Complaints procedure, you are able to raise the complaint with The Property Ombudsman who would carry out their own investigation. This complaint must be made within 6 months of the final response being given by Unipol.  As part of The Property Ombudsman Code of Practice, Unipol are to comply with any award or direction made by the Ombudsman, if deemed appropriate following their investigation.

The contact details for the Ombudsman are:

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
SP1 2BP

Deposit Disputes

If after exhausting the Unipol complaints procedure in relation to your Deposit you feel that the complaint has not been satisfactorily resolved then you can lodge a dispute with the Dispute Service.  Information about the service and the procedure and online form to lodge a dispute can be found at 

www.thedisputeservice.co.uk/

You will need to quote your Tenancy Deposit Scheme tenant reference number.

Timescales

Unipol will acknowledge you complaint within 3 working days and aims to provide a response to your complaint within 14 working days of receiving your letter although in complex cases this may take longer and we will endeavour to keep you notified of progress and reasons for delay.

Where a complaint is received a long while after an incident has taken place, Unipol will aim to resolve this in less time than it took you to complain.

If you write to the Chair, there are no time limits for responses.

Who Can Complain

Those who are directly using the Unipol service:

Current students;

Tenants and ex-tenants;

Registered landlords (within the last three years):

Parents/Guardians of tenants if they have written permission from the tenant which must be supplied at the time of raising the complaint:

Neighbours who live within 200 metres of a Unipol complex.

Writing to Us

Write to the relevant member of staff at:

Unipol Student Homes
155/157 Woodhouse Lane
Leeds LS2 3ED

If the complaint is about a member of staff the envelope should be marked "Private and Confidential" to avoid the envelope being opened by the general mail operative.

E-Mail addresses of managerial staff:

N.Brown@unipol.org.uk
G.Smith@unipol.org.uk
L.Hodgen@unipol.org.uk
N.Bolton@unipol.org.uk
A.Livesey@unipol.org.uk
C.Rygalska@unipol.org.uk

E-Mail address of the Chief Executive

M.Blakey@unipol.org.uk

What Happens Next

In dealing with a complaint the following action can be taken:

To uphold the complaint (and take action accordingly)

To dismiss the complaint where it is judged there is no action that Unipol can take to resolve the matter or where there is deemed to be no case to answer or that the complaint is trivial, malicious or vexatious.

The Complaints Procedure Cannot Be Used For:

Matters where the courts have already become involved

Matters where police action is pending or a criminal change has been laid.