National Code Complaints Procedure
For students living in a property registered with the ANUK/Unipol National Code of Standards for Larger Developments.
Who this procedure is for
This procedure applies if you live in, or have applied to live in, a property managed by Sam Properties that is registered with the ANUK/Unipol National Code of Standards for Larger Developments.
As a member of the ANUK/Unipol National Code, we have committed to standards of management that go beyond the legal minimum, and to handling complaints in line with the Code's requirements. This procedure sets out how to complain, how quickly we will respond, and what you can do if you are not satisfied with our answer.
Our approach
Being Fair
We listen carefully and assess all complaints without bias, giving every concern equal consideration.
In Confidence
You can raise a concern with us confidentially, and we will not share your complaint more widely than is necessary to resolve it.
Putting Things Right
Where we have fallen short of the standards the Code sets, we take prompt and practical steps to correct the situation.
Learning from Outcomes
Every complaint helps us improve. We review each case to ensure the same issue does not arise again.
How to make a complaint
Please put your complaint in writing and email it to the address below. Include as much detail as you can; what happened, when, who you dealt with, and what you would like us to do about it, so that we can investigate thoroughly and respond promptly.
Raising a complaint in confidence
You can ask us to treat your complaint confidentially, and we will share it only with those who genuinely need to see it in order to investigate and resolve it. If you would prefer to discuss a concern before putting it in writing, you are welcome to contact us and ask to speak to a senior member of staff.
If your complaint is about the conduct of a member of our staff, that person will take no part whatsoever in considering or responding to your complaint. It will be reassigned to a senior colleague who has had no involvement in the matter, and you will be told who is handling it. You do not need to raise the matter with the person concerned first.
What happens next
Acknowledgement
We will reply to acknowledge receipt of your complaint within three days of receiving it, enclosing a link to this procedure and telling you who will be handling the matter.
Investigation and written response
We will investigate your complaint and send you a substantive written response within ten days of acknowledging it. Where a complaint is complex and needs longer to consider properly, we will write to you within those same ten days to explain why a longer period is necessary and to tell you when you can expect a full response.
Request a review
If you are not satisfied with our response, email us again and ask for a review. A separate review will be carried out by a senior member of staff who had no involvement in the original decision.
Final response
We will email you the outcome of that review within ten days of receiving your request, confirming our final position on the matter.
Taking your complaint to the ANUK/Unipol National Code
The National Code Complaints Investigator
If we have not put things right, you can take your complaint to the ANUK/Unipol National Code, which will consider it independently of us. You can do this if either of the following applies:
- We have not responded to your complaint within 28 days of you lodging it with us; or
- You are unhappy with the outcome of our response.
Full details of how to complain to the National Code, and the form for doing so, are here:
www.nationalcode.org/for-students/problems-complaints/
The National Codes Administrator C/O Unipol Student Homes 155-157 Woodhouse Lane Leeds LS2 2ED
Service type
Free & IndependentAvailable when
No response in 28 days, or you are unhappy with our outcomeConsidered by
The Code's Complaints InvestigatorImportant notes
We would always encourage you to raise the matter with us first and give us the opportunity to put it right. You do not, however, have to wait for our final response before going to the National Code if we have not replied within 28 days.
If a complaint cannot be resolved through the Code's complaints process, it may be referred to a Tribunal. Tribunal decisions are final and binding on us as a member, and the outcomes of upheld decisions may be published.
For free, independent advice at any stage, you can also contact your students' union, Shelter, or Citizens Advice.