We aim to ensure we provide the best possible service to everyone who comes through our door.
BOHO is a home from home for all our students, we want you to feel you can talk to us about anything that is not as expected, so let’s make this simple too.
If there is something which is not quite as it should be we want to know about it, so we have made this easy to follow document to help you should the need arise.
What might it be that has made you unhappy?
There are a few things which we suggest are better dealt with at site, rather than going through our complaint’s procedure, for example;
If you have an ongoing issue external to BOHO i.e. a dispute with your university, we would not be able to intervene
Who can complain?
How do I complain?
Do I have a time limit?
STAGE 1 Complaint
Our on-site staff are best placed to resolve and close your complaint quickly.
This could mean an on-the spot apology, an explanation if something has clearly gone wrong and immediate action taken to resolve the problem.
If the complaint is not straight forward, we may need some time to investigate before fully responding. We will give you a response within 5 working days unless there are exceptional circumstances.
Only complaints about the most senior member of staff working at your accommodation will jump straight to Stage 2 of our complaint’s procedure.
STAGE 2 Complaint
Stage 2 deals with complaints not resolved at Stage 1 or a complaint about the behaviour of the most senior member of staff working at the accommodation.
To ensure your complaint is dealt with by the appropriate person we ask that you email your complaint to: firstname.lastname@example.org we will require to investigate therefore this will take up to 10 working days.
Please provide the following information:
STAGE 3 Complaint
Stage 3 will be escalated to senior manager level, however we will only progress with this stage if you are able to demonstrate we have not followed procedures and not corrected the failure or issue which initiated the original complaint.
If you continue to be dissatisfied with the outcome;
For failures to correct a breach of the ANUK Code of Standards you can make a complaint in writing to: The National Codes Administrator c/o Unipol Student Homes 155-157 Woodhouse Lane Leeds LS2 3ED Or email: email@example.com
University Housing Advice Centre • Student Union Housing Advisor Citizen’s Advice All will provide you with free advice and guidance.