How to Complain

For tenants/students or their representatives

For members of the community




Follow this tried and tested route to getting your issue sorted.

Most Code landlords will get on straight away with your repair or resolve your issue once you report it in writing and mention the Unipol Code, often faster than the timescales contained in the Code. 

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. Most complaints are resolved at this stage. Your landlord has four weeks after receipt of any written complaint to resolve the issue, but in practice the vast majority do things much faster and will resolve your issue swiftly.

3. If you’re not happy with the response, or you don’t receive one - let Unipol know. Check that your landlord/agents is a member of the Unipol Code. Even if your landlord is not a Unipol Code member, we may still be able to give you advice on what to do next or where to find support.

5. If your landlord is a Unipol Code member, complete the online complaint form and provide supporting evidence. We’ll review everything you’ve submitted, and if we have everything we need, will contact your landlord with details of the complaint, and ask for a response within 7 working days, faster if it is an emergency. If we’re concerned about the standards of the property itself, we’ll carry out an inspection within 10 days.

6. We’ll work with you and your landlord to try to resolve the complaint and resolve any breaches of the Code, but if this is not possible it will be referred to the Unipol Code Tribunal. The Tribunal is an independent body which will look into your complaint and the landlord’s response, and decide if they have breached the Code. The Tribunal cannot award compensation or settle legal arguments. If your complaint is about matters which are not covered by the Codes, we can provide guidance on other sources of support but we will not be able to directly tackle these issues with your landlord. You can find out exactly what is covered in the different Codes here.

Other Sources of Support for Students:

In addition to Unipol, other organisations who can offer assistance to students experiencing issues with their landlord/agent, find details here:




For Members of the Community

1. Members of the community can use the complaints procedure for matters relating to anti-social behaviour. These complaints relate to sections 6.00 and 6.01 of the Code. Community members can also report other matters (for example disrepair, environmental areas, use letting boards etc.) to Unipol who may choose to complain directly to the landlord with a view to resolving those issues. In some cases we will ask the complainant to also report certain matters to relevant statutory authorities and may join with them in that report.

2. You may not know whether the landlord of a particular property is a Code landlord so just email us with the address or use web chat and we can let you know.

3. If the landlord is a Unipol Code member, then a Code complaint should be made directly to Unipol and we will contact the landlord with a view to resolving any matter. Even if the landlord is not a Unipol Code member, we may still be able to give you advice on what to do next and where to get support.

4. The complaint should be made in writing and must refer to a particular property or properties and the complaint must be about some specific behaviour or problem. Try to be factual, accurate and fair. We will reply to you within 7 days of receiving your complaint during which time we will contact the landlord and raise the matter with them.

5. We will pass any response to you. If we are concerned about the property we will inspect the property within 10 days and draw up an action plan to remedy problems within what we regard as a reasonable time scale.

6. We’ll work with you and the landlord to try to resolve the complaint, but if this is not possible it will be referred to the Unipol Code Tribunal. The Tribunal is an independent body which will look into your complaint and the landlord’s response, and decide if they have breached the Code. The Tribunal cannot award compensation or settle legal arguments but a member can be suspended (which would affect all of their properties) and the outcome, if the complaint is upheld, gives rise to poor publicity and sometimes further action from enforcing authorities, for the landlord.

Further information is available here

Other Sources of Support for Members of the Community:

Leeds City Council Environmental Health Services:  0113 222 4406 //

Leeds City Council Anti-Social Behaviour Team: 0113 222 4402 //

Universities and Colleges Neighbourhood Helpline (a 24 hour dedicated voicemail and email service) that responds within 24 hours to those experiencing any problem living in the community (such as uncollected rubbish, neglected gardens, noisy neighbours, illegal parking and other environmental problems) on 0113 3431064 or email


Bradford Metropolitan District Council Environmental Health: 01274 434 366

Bradford Metropolitan District Council Noise Nuisance: 01274 434 366


Nottingham City Council Environmental Health: 0115 915 2020 //

Nottingham City Council Community Safety Team: 0115 915 2020 // 

University of Nottingham Neighbourhood Helpline: 0115 846 8666



How to Complain - Further Information

It is a key part of any accreditation scheme that there is a proper complaints process which is simple, transparent, rapid and known. The complaints process is basically the same whichever of our Codes the landlord has signed up to and the process follows a number of steps:

  • Try to resolve the issue directly with the landlord (if you do not know who this is move straight to the next step)
  • If this fails contact Unipol
  • Unipol works with you and the landlord to try and come to a resolution
  • If the problem cannot be resolved then the matter is referred to an independent Tribunal
  • The Tribunal upholds or rejects the complaint and makes a recommendation

Making a Complaint to the Landlord or Unipol

You will need to put this in writing (but it’s fine to talk first) because this means that you will be able to refer back to it should you need to. It is worth reading through the Unipol Code to see if there are any items that relate to your problem that you can reference directly (in the case of a community complaint this will be Section 6.00).

If the landlord is a Code member, they have agreed to abide by the items in the Code - find out if they are a member here. If your landlord isn’t a member, the Code will still provide you with some guidance on what is reasonable to expect.

Contact Unipol

If you do not know who the landlord is or you are unable to resolve the issue directly, Unipol may be able to help. Where a landlord is a Code member (there’s a list here) you can submit a formal complaint. Note that complaints do need to relate to an item/s of the Unipol Code.

You can submit a complaint online here

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

Unipol works with you and the landlord to come to a resolution

Upon receiving the complaint we will contact you to confirm receipt and then contact the landlord with details of the complaint. When we write to the landlord we give them seven working days to respond.

We may choose to inspect the property as part of our investigations, which will be done within ten working days of the complaint being received.

Often, reporting a complaint about a property of an owner who has signed the Code will result in that owner taking any necessary remedial action immediately. However in the event that this does not happen we will send you details of the landlord’s response. We will work with you and the landlord to try to come to a resolution, but if we’re unable to reach a satisfactory outcome we will refer the complaint to the Tribunal.

The Tribunal

The Tribunal is an independent body that considers Code complaints where the parties have not been able to reach agreement about a dispute.

The Chair of the Tribunal is notified of the complaint and makes a decision as to whether it should be referred to the Fast Track Tribunal or the Full Tribunal. In the interim, the Chair may decide to suspend an owner/agent from membership of the Code, pending a hearing of the Tribunal. This is referred to as Chair's Action.

The Fast Track Tribunal

This consists of the Chair and two Vice Chairs. The Fast Track Tribunal sets a meeting cycle annually, and meets every two months in order to minimise delays. To find out more about the membership of the Tribunal click here ; dates for the next meetings are to be confirmed.

The Fast Track Tribunal can itself decide to refer a complaint or parts of a complaint to the Full Tribunal.

The Full Tribunal

The Tribunal is designed to be the final resort in a serious dispute. It is expensive to administer and sits only when important. Tribunal hearings will be heard within eight working weeks of the procedure being triggered. If either the landlord/agent or the complainant/s cannot attend within eight working weeks then the hearing will take place in absentia of that party. To find out more about the membership of the Tribunal click here.

The procedures of the Tribunal are clearly defined to ensure consistency and fairness. For more details of the procedures please click below:

Leeds   Bradford   Nottingham     National Codes

The Tribunal makes a decision

The Tribunal can take one of four decisions:

  • Request additional information and reconvene at a later date to consider the complaint
  • Uphold the complaint
  • Make a recommendation to other parties
  • Reject the complaint

The Tribunal can make recommendations to all statutory bodies, educational institutions and all other appropriate parties. In the event that a complaint from a student was malicious a recommendation from the Tribunal to the institution in respect of its disciplinary procedures would be likely.

The Tribunal can recommend whatever they wish but generally this falls into the following categories:

  • A warning letter to the relevant party
  • The suspension of a landlord or owner from the Unipol Code for either a specified period of time or indefinitely (6 years), and conditions set for the lifting of that suspension. The suspension can be for an individual property or for any number of properties or for the owner / agent themselves
  • The setting of conditions for continuing membership of the Code
  • The suspension of a landlord/agent from using Unipol’s services
  • The issuing of a press release detailing the complaint and its outcome

Any decision of the Tribunal will be confirmed in writing within five working days of the meeting and is made public on the Unipol website. For details of previous Tribunal decisions click here.

Complaints Relating to Deposits

Any complaints concerning deposit deductions relating to tenancies which are protected by the Tenancy Deposit Protection Schemes should, in the first instance, be dealt with through the scheme's own Alternative Dispute Resolution (ADR) process. The outcome of that process is final and is not reviewable by the Tribunal, although the outcome from this process can be used as part of the narrative of any other complaint that may be being made.

If the complaint relates to matters of how the deposit was administered, including allegations of failure to protect the deposit, then a complaint may be submitted to Unipol in the standard manner, using the complaints form above. In general, these complaints will be dealt with under the Fast Track Tribunal, but if the number of complaints received against the same landlord/agent exceeds 5, then the matter will be dealt with by the Full Tribunal.

Complaints relating to Supporters of the Code

If your landlord/agent is a Code Supporter, you can also submit a complaint online. We’ll look to see if it relates to a property that they have individually accredited under the Code - if it is, then the complaint will be dealt with in the same way as it would if the agent were a full  Code member. If the property has not been individually accredited, we can still investigate the complaint within the terms of the agreement we have with the agent - which relate more to the management areas of the Code.

If your landlord or agent is not a Code member or Code Supporter, it’s not possible for you to submit a complaint under the Code, but there are still ways to get help. See our advice pages for more information, or try contacting your Student Union advice service.