Complaints Procedure
The principal aim of the Code complaints procedure is to resolve complaints efficiently. Before commencing the procedure it is recommended that tenants attempt to resolve any problmes by contacting their landlord or letting agent in the first instance. Completed complaints forms should be submitted only after all lines of communication have been exhausted. This judgement will be made by the Accreditation Officer in the first instance who operates the system. In the event of a dispute about this the matter will be referred to the Chair of the Tribunal for a ruling.
All complaints made under the Code must be received either from a tenant of the property concerned, an ex-tenant of that property. If the representative is a parent or relative of a tenant or ex-tenant, then written authority from the tenant must be attached to the complaint, authorising the complaint on their behalf.
In respect of environmental matters neighbouring residents and representative oprganisations shall have access to and be eligible to use the complaints procedure. A nieghbour shall be defined as a resident living wihtin 400 metres of the property.
Complaints must be in writing and addressed to Unipol at:
The Accreditation Officer
c/o Unipol Student Homes,
Old Engineering Building,
Cut-through Lane,
University Park,
The University of Nottingham,
Nottingham, NG7 2RD
Print out, complete and return the Making a Complaint Form 
The complaints must state clearly:
- what breach of the code has been made
- any steps the tenant/s have taken to bring this breach to the owners notice
- an indication of the timescale involved concerning any particular problem
- a contact address and telephone number for a tenant/s and/or their representative.
Upon receiving the complaint Unipol will check that it fulfils the above criteria and then acknowledge receipt of the complaint.
Once a complaint is received the owner of the property will be written to, informing them of the complaint and giving them 7 working days in which to respond. Generally, it is hoped that reporting a complaint about a property of an owner who has signed the Code voluntarily will result in that owner taking any necessary remedial action immediately. Tenants will be sent details of the owners’ response to the complaint. In the event that the matter cannot be resolved at this time then details of the complaint will then be sent to the Chair (or their nominee) of the Complaints Tribunal who will determine one of two courses of action:
- to refer the matter to a fast track tribunal for a decision (Chair and Vice Chairs' action)
- to refer the matter to the full tribunal for a decision.
Wherever possible the complaint will be dealt with by Chair and Vice Chairs action. In the event of a very serious complaint (normally with serious health and safety implications) then the full tribunal will be used. If there is a tribunal hearing then complainants (and/or their representative) will be asked if they wish to attend a hearing and would normally be expected to do so. For information about the Tribunal System click here
Click here To download the complaint form
