Staff and Family Housing - Complaints procedure

Complaints
Resolution

An example of staff and family accommodation at Warwick.

At Warwick, we aim to provide a high quality of service to all of our tenants. We also recognise that there may be occasions where you feel your expectations have not been met. If you have a complaint or concern with your staff and family accommodation you can reach out to us to provide feedback.

Maintenance

If your concern relates to a maintenance issue within your accommodation, please report the fault on our website.

Report a fault

Wi-Fi

If you're living on campus and you are experiencing difficulty connecting to the Wi-Fi, you can find out more about how to connectLink opens in a new window or alternatively you can contact the helpdesk.

Find out more

Post and parcels

If you're living on campus, you'll find information regarding post or parcels including lost deliveries by visiting the University Post Room website.

Discover more

Council tax

Further information regarding council tax can be found by visiting our frequently asked questions.

Find out more

The Complaints Procedure

If you are a Tenant of our Staff and Family Housing and have a complaint, concern or you would like to provide feedback, please follow the procedure below.

If you wish to complain after the Tenancy Agreement has been terminated, you may also use this complaints process.

Informal Local Resolution

If you have any concerns relating to our University Staff and Family Accommodation, we encourage you, in the first instance, to raise the issue in person or by telephone to +44 (0)24 7652 2443 or by email to staffandfamilyhousing@warwick.ac.uk.

We aim to resolve all concerns as quickly and effectively as possible.

Your complaint will first be acknowledged and we will then seek to reply to your complaint within 10 working University days. If we need more time to investigate your complaint, we will inform you of this.

Formal Resolution

If resolution has not been reached at the informal resolution stage, or you are not satisfied with the informal resolution response, you may submit a formal complaint by completing the form below.

Please note that this must be done within 10 University working days of your receipt of the informal response, failing which your formal complaint may be rejected.

Once we have received your formal complaint, we will seek to reply to your complaint within 30 working University days. If we need more time to investigate your complaint, we will inform you of this.

The formal complaint response concludes the Warwick Accommodation Complaints Resolution process.

Complete and submit form

External Complaint Organisations

If you remain dissatisfied, you may wish to seek information about escalating your complaint to external organisations.