Complaints procedure
Maintenance
If your concern relates to a maintenance issue within your accommodation, please report the fault on our website.
Noise
If your concern relates to a noise issue within your accommodation, please visit the Residential Community Team website for information on how to manage and report excessive noise.
Flatmate and Kitchen
If you are experiencing flatmate disputes or kitchen issues, please visit the Residential Community Team website for information on how to manage and report flatmate issues.
Post and Wi-Fi
For information regarding post or parcels including lost deliveries, please contact the University Post RoomLink opens in a new window.
If you're experiencing difficulty connecting to the Wi-Fi, find out more about how to connectLink opens in a new window or contact the helpdeskLink opens in a new window.
The Complaints Procedure
If you are a student with a complaint, concern or you would like to provide feedback, please follow the procedure below.
Not a student? Find out more hereLink opens in a new window
Initial contact
If you have any concerns relating to our University Accommodation, we encourage that in the first instance, you raise the issue in person, by telephone, by email or visit your local Residences’ HubLink opens in a new window. The issue will then be dealt with by the Manager responsible for the service with which you are dissatisfied.
We aim to resolve all concerns as quickly and effectively as possible.
If your concern is not resolved at this stage or you feel informal resolution would be inappropriate, the University has a Student Complaints Resolution PathwayLink opens in a new window to provide a clear route to resolve complaints quickly and effectively. The Pathway has three clear internal stages which are outlined below.
Stage One
Frontline / Local Resolution
If resolution has not been reached with your initial contact and you are not satisfied with the response, please submit your complaint by selecting your residence below and completing the online complaint form.
Once we have received your complaint form, we will seek to reply to you within 20 working University days. If we need more time to investigate your complaint, we will inform you of this.
The Students' Union are available to offer representation or advice. For further information on this service, please contact the Student Advice CentreLink opens in a new window.
Stage Two
Formal Departmental Resolution
If resolution has not been reached at stage 1 and you are not satisfied with the response, you can request that your formal complaint be considered at stage 2 by the General Manager, Warwick Accommodation, or the nominated person. Please see hereLink opens in a new window for information. Please note that this must be done within 10 University working days of receipt of the stage 1 response.
Once we have received your complaint, we will seek to reply to you within 30 working University days. If we need more time to investigate your complaint, we will inform you of this.
Stage Three
Formal Institutional Review and Final Resolution
If resolution has not been reached at stage 2 and you are not satisfied with the response, you can request that your formal complaint be considered at stage 3 Institutional Review and Final Resolution by the University. Please see hereLink opens in a new window for further information. Please note that this must be done within 10 working days from the date of receipt of your stage 2 outcome.
Once we have received your stage 3 complaint, we will seek to reply to you within 30 working University days. If we need more time to investigate your complaint, we will update you.
Further information and guidance about the University’s Student Complaints Resolution Pathway can be found hereLink opens in a new window.These webpages also include links as to how your complaint can be escalated externally to the Office of the Independent Adjudicator (OIA) should resolution not be found within the Student Complaints Resolution Pathway.