Complaints Policy & Procedure

At the core of our service is a strong commitment to our residents, and we aim to provide excellent customer care. Our goal is to get things right the first time, every time, with resident satisfaction as our top priority.

However, we understand that things don’t always go as expected. If an issue arises, we want to hear about it – not only to resolve the situation but also to learn from it and continually improve our services.

You will be treated with courtesy and fairness at all times, respecting your right to confidentiality and privacy within the team handling your complaint.

What is the process for dealing with complaints?

Most issues can be resolved quickly, so in the first instance please contact the property team by speaking to a manager in person at your property or by emailing the team directly. They will investigate and deal with the matter immediately. If you or the team feel a formal complaint is required, please complete this Complaints Form providing as much detail as possible and include any relevant supporting evidence.

• Stage 1 – Once the complaint has been raised the Manager will investigate the complaint using the details and evidence provided and respond with their findings within 10 working days. If you are unhappy with the solutions or explanations given you can escalate your complaint to Stage 2 by replying to the email within 10 working days with your reasons for escalation.
• Stage 2 – A Senior Manager will review your complaint, the supporting evidence, the Stage 1 response and will provide their findings within 10 working days. If you remain unhappy with the solutions or explanations given you can escalate your complaint to the final stage by replying to the email within 10 working days with your reasons for escalation.
• Stage 3 – In the event you wish to escalate to our final stage, the Director will review all stages including any new information and supporting evidence. The Director will then provide you with OR Students’ full and final response within 10 working days.

External Escalation

If after we have had the opportunity to respond to a complaint, you remain dissatisfied, all internal stages have been exhausted, or if we do not respond within 4 weeks, you may escalate your complaint to an independent body that we are a member of: Property Redress Scheme (PRS) or Propertymark

To see our full Customer Complaints Procedure please click here