Introduction

Campus Living Villages (CLV) is committed to ensuring the satisfaction, comfort, and safety of all residents and communities. While issues may occasionally arise, we aim to address them promptly and take steps to prevent future occurrences.

This policy outlines how to submit complaints or concerns to us and explains how we will handle them once received.

How to Raise a Complaint or Concern

Complaints About Other Residents or Flatmates

If you are experiencing issues with other residents, including flatmates, please speak to a member of the Village Team. All feedback will be handled with the utmost discretion. You can reach the team by email, phone, or in person. Contact details are available on the Contact Us page.

General Complaints

The quickest way to resolve most issues is by speaking with the Village Team onsite.

Visit reception to speak with a team member, or contact us via email or phone (see the Contact Us page for details).

Formal Complaints

If you have already raised your concerns with the Village Team and wish to escalate the matter formally, you can do so in either of the following ways:

1. Complete the complaint form at the bottom of this page.
2. Email your complaint to contact@campuslivingvillages.co.uk.

Please include your name, the village concerned, and a description of the issue(s).

Important: Concerns relating to building or fire safety must be submitted via our dedicated Building and Fire Safety Notice Form.

Complaint Eligibility

Complaints relating to living with us can only be submitted by residents, or by someone authorised in writing to act on a resident’s behalf. We cannot discuss resident matters with third parties (including parents, guardians, or guarantors) without written consent.

Complaints about our properties, staff, or residents may be submitted by anyone.

How We Deal Complaints

Upon receipt of a formal complaint:

• You will receive an acknowledgment of your complaint via email within two working days.
• The General Manager will conduct a thorough investigation into the raised issue(s).
• A comprehensive written response will be provided to you by the General Manager within 14 working days*.
• If you remain dissatisfied with the resolution at this stage, you will receive instructions on how to escalate your complaint further.

* Sometimes investigations can take longer, and the General Manager will keep you updated if there is any expected delay.

All responses from CLV, as described above, are subject to valid contact details being provided within the complaint.

Further Information

We understand that there could be situations where you do not want a complaint to be escalated to the General Manager. In this instance, you should let us know in the description of your complaint.

Resident Surveys

As part of CLV’s commitment to engaging with residents and ensuring their opinions are valued, there are a variety of surveys for CLV residents to complete at various intervals during their stay.

These surveys play a crucial role in helping CLV pinpoint areas for enhancement, with the ultimate goal of continually enhancing the overall living experience for our residents.

Global Student Living Index

CLV are proud to promote the Global Student Living Index (GSLI) survey in several properties. Conducted twice yearly, this survey gathers insights from hundreds of thousands of students across 15 countries on various aspects of their lifestyle and everyday living experience.

Pulse Surveys

Residents are invited to provide real-time feedback after specific interactions with CLV services (e.g., after check-in, or on completion of maintenance requests). These concise surveys can be typically completed in 10-60 seconds and offer invaluable insights into residents' sentiments regarding our services.

Resident Engagement Survey

For residents living in CLV's high-rise properties (i.e., those exceeding 18 meters or seven stories), a Resident Engagement Survey will be available for a two-week period each year. This survey enables residents to provide feedback on critical aspects of their experience with CLV, aiding in the evaluation of communication effectiveness and identification of areas for improvement. Residents will receive email notifications when the survey is accessible. For further details, please refer to our Resident Engagement Strategy.

ANUK Accreditation

We are proud to be an accredited member of the National Code for Non-Educational Establishments.