How to Complain

 

Coronavirus – Unipol’s Approach to Complaints about Landlords

If you are having difficulties with your landlord or property related to the pandemic you can contact Unipol for advice – see below for more information. You can also raise a complaint under the Unipol Code if your landlord is a member.

If you wish to complain, please follow the advice below but you should first read the detailed information (including Frequently Asked Questions) that Unipol has published here as this may answer your issue without the need to raise a complaint. There are sections on - Rent and Contracts, Moving in and out of properties and living in student properties.

The pandemic is likely to impact on tenancies and this means that landlords will need to make a number on on-going adjustments to how they handle cleaning, moving in/out processes, repairs and refurbishments: things cannot simply “go on as normal”. This will particularly be the case with 52 weeks tenancies where there is a very short turnaround between tenants.

The Unipol Code stipulates how landlords should approach these and other areas, but it may be difficult for landlords to meet all of these requirements at the present time. However if a landlord can demonstrate that they have taken reasonable steps to comply with the Code and government coronavirus guidance, and have communicated early and regularly the implications of any difficulties to tenants, then Unipol is likely to look sympathetically on this if a complaint is raised. Unipol will consider each complaint individually on it's own merits, so if students are unhappy with how a situation is being dealt with they are encouraged to contact Unipol for advice.  
 

It is an important part of any accreditation scheme that there is a proper complaints process which is simple to use.   

If you live in a Unipol Code accredited property, and you are having problems with your property and or landlord we can help. Before reading the information below please check the status of your landlord at the link below.

Check if your landlord is a Unipol Code accredited landlord here 

If your landlord is NOT a member of the Unipol Code we may still be able to give you advice on what to do next. You can use the link below for useful support contacts or email us for advice (if we can't help directly we can often put you in touch with someone who can.

Sources of Support for Students

Choose your city for local contact information for support at both Unipol and other organisations 

LEEDS         NOTTINGHAM          BRADFORD

If you are a Member of the Community and would like to find out more about how to make a complaint please use the link below.

Complain as a Member of the Community

Code Complaint Process for Students Explained 

If you haven’t contacted your landlord about the issue, then do that straight away. Follow the steps below.

1. Write to your landlord explaining the issue and mentioning the Unipol Code.  When writing the email:

Be Clear, Be Factual, Be Accurate, Be fair, Ask for a resolution

The Code has priority timescales for different types of repair:

  • Priority One – Emergency Repairs: Any repairs required in order to avoid a danger to health, risk to the safety and security of residents or serious damage to buildings or residents’ belongings. Within 24 hours of report of the defect/s.
  • Priority Two – Urgent Repairs: Repairs to defects which materially affect the comfort or convenience of the residents. Within five working days of report of the defect/s.
  • Priority Three – Non Urgent day-to-day repairs: Reactive repairs not falling within the above categories. Within 28 days of report of the defect/s or by arrangements with the occupiers after that time. Decorative finishes to be made good within reasonable timescales if damaged or disturbed during repairs

2. Not fixed within the above timeframe? Write to your landlord reminding them about the issue and state that you will make a Code complaint if it is not resolved. 

3. If you’re not happy with the response, or you don’t receive one - let Unipol know. Don’t forget to provide supporting evidence (emails / photographs).

Online Complaint Form

If you are not sure if you are ready to make a complaint and would just like some informal advice please get in touch with our Code Complaints Investigator, Victoria Peckitt with your name, property address and a brief outline of the problem.

4. We will review your complaint and get in touch to let you know what we can do to help. We can with your permission contact the landlord on your behalf and ask for a response / repairs to be completed. When we write to the landlord we give them seven working days to respond.  If we’re concerned about the standards of the property itself, we’ll carry out an inspection.

5. We will work with you and your landlord to resolve the complaint, and any breaches of the Code. If this is not possible, your complaint may be referred to a Code Tribunal.  

The Unipol Code Tribunal

Who Can Complain?

The complaints procedure is not just for current tenants; you can submit a complaint if you fit into any of these categories:

  • A tenant of the property concerned (or a representative with written authority from the tenant)
  • An ex-tenant of that property(or a representative with written authority from the tenant)
  • A member of the community with access to the Code
  • A member representing the Local Authority in which the landlord or property is based
  • A member representing the University or Students’ Union, sitting as a stakeholder within the relevant Unipol Sub-Committee
  • The Company Secretary of Unipol Student Homes

If you would like to check if you are able to make a complaint please get in touch.

Code Complaint FAQs

Have another question? Take a look at our Code Complaint FAQs