Complaints procedure
The Student Hive
Complaints Procedure
Our commitment
The Student Hive is committed to providing a high standard of accommodation and service. We aim to deal with concerns fairly, professionally and promptly.
When something goes wrong, we want residents to tell us so that we can investigate the matter, put things right where appropriate and use the feedback to improve our service.
Making a complaint will not result in a resident being treated less favourably.
Before making a formal complaint
Many day-to-day issues can be resolved quickly without using the formal complaints procedure.
If your concern relates to a live maintenance issue, repair or another matter requiring attention, please report it through the usual accommodation or maintenance reporting channels in the first instance.
You should continue to report any ongoing or recurring maintenance problem when it occurs, even where you have also made a complaint about the way the matter has been handled.
If you remain dissatisfied with the service you have received, the way an issue has been handled or the outcome, you may make a formal complaint.
How to make a complaint
We accept complaints by email, letter, telephone, virtual meeting or face-to-face discussion.
Where possible, we prefer formal complaints to be made in writing so that there is a clear record of the issues raised. If you are unable to put your complaint in writing, please contact us and we will assist you in recording it.
When making a complaint, please provide as much of the following information as reasonably possible:
your full name and contact details;
your accommodation building, room or studio number and address;
details of the issue you are complaining about, including relevant dates;
any relevant maintenance or reporting references;
copies of any photographs, videos, emails or other evidence you would like us to consider;
details of any steps already taken to resolve the matter; and
the outcome you are seeking.
Confidentiality
Complaints will be handled sensitively.
Information relating to a complaint will only be shared with members of staff, contractors, landlords, professional advisers or other relevant parties where reasonably necessary to investigate or resolve the complaint, comply with our obligations or protect the interests of residents or others.
If your complaint concerns the conduct of a particular member of staff, that individual will not be involved in the consideration or determination of the complaint.
Stage 1 – Formal complaint
We will acknowledge your formal complaint within 3 days of receiving it.
We will appoint an appropriate person to consider the complaint, review relevant records and evidence and, where necessary, speak to members of staff, contractors or other relevant parties.
We will aim to provide a substantive written response within 10 days of receiving the complaint.
If the matter is complex and cannot reasonably be fully considered within 10 days, we will contact you within that period to explain why additional time is required and provide an anticipated date for our full response.
Our response will explain our findings and, where appropriate, any actions we propose to take together with the anticipated timetable for those actions.
Where a settlement or agreed outcome requires action by The Student Hive, we will aim to honour that outcome within 10 days of the settlement being agreed, unless a different timescale has been agreed with you.
Stage 2 – Review
If you remain dissatisfied with our Stage 1 response, you may ask for the complaint to be reviewed.
We ask that you normally request a Stage 2 review within 10 days of receiving our Stage 1 response. We may accept a later request where there is a reasonable explanation for the delay.
When requesting a review, please explain:
which part of the Stage 1 response you disagree with;
why you consider the outcome to be inadequate or incorrect;
any evidence you believe has not been properly considered;
any new or additional information; and
the outcome you are seeking.
Where reasonably possible, the Stage 2 review will be undertaken by a person who was not responsible for the Stage 1 decision.
We will acknowledge your Stage 2 request within 3 days and aim to provide our final written response within 10 days.
If further time is reasonably required, we will explain the reason for the delay and provide an anticipated response date.
The Stage 2 response will normally constitute The Student Hive's final response under our internal complaints procedure.
Representatives
You may ask another person, including a parent, guardian, Students' Union representative or adviser, to assist you with your complaint.
Please notify us in writing if you wish someone to act on your behalf and provide consent for relevant information to be shared with that person. An exchange of emails is sufficient for this purpose.
Rent and other payments
Making a complaint does not normally suspend or alter your contractual obligation to pay rent or any other sums due under your accommodation agreement.
Unless The Student Hive confirms otherwise in writing, payments should continue to be made in accordance with your accommodation agreement while a complaint is being considered.
Any complaint concerning a payment, charge or account will nevertheless be considered fairly and separately on its individual merits.
Putting matters right
Where appropriate, The Student Hive may take reasonable steps to put matters right.
Depending on the circumstances, these may include:
an apology;
corrective or remedial action;
reimbursement of evidenced reasonable financial loss; or
a discretionary goodwill payment.
Any financial remedy will be considered on the individual circumstances of the complaint and will not constitute an admission of legal liability unless expressly stated otherwise.
Property Redress Scheme
The Student Hive is a member of the Property Redress Scheme (PRS).
We aim to resolve complaints through our internal complaints procedure wherever possible. If you remain dissatisfied after receiving our final response, you may be able to refer your complaint to the Property Redress Scheme for independent consideration, provided that the complaint falls within the scope of the Scheme.
The Property Redress Scheme provides an independent and impartial service for resolving complaints between consumers and property professionals.
Further information about the Scheme, including how to make a complaint and the eligibility requirements that apply, is available at:
Referral to the Property Redress Scheme does not affect any separate legal rights or remedies you may have.
Contact us
Email: bookings@thestudenthive.co.uk
Suggested subject line:
Formal Complaint – [Building / Room Number]
Post:
The Student Hive
159 Charles Street
Leicester
LE1 1LE
Please mark postal correspondence “Formal Complaint”.
If you need assistance making a complaint or require this procedure in an alternative accessible format, please contact us.
