The Student Hive

Procedure for Complaints Handling

The Student Hive wants you to be fully satisfied with our service. Sometimes things don’t go to plan, and when something does go wrong, we need you to tell us. This will help us to improve our standards.

If you have a complaint, our staff who you usually deal with will try to resolve it that day, so please tell them in the first instance.

Should they need some time to look into the matter, they will explain why and tell you how long it will take. If you’re not happy with the response you receive at that time, you may contact us through our formal complaints procedure below.

Please put your formal complaint in writing by letter, including as much detail as possible.
You can ask someone to help you put your complaint in writing if you wish. If you cannot put your complaint in writing, please contact us so we can document your complaint for you.

When contacting us, please tell us:

• your name and contact details

• confirmation of what your relationship is to the property

• the full address of the tenancy property, if you have those details

• the aspect of our service you are complaining about

• how you would like us to put matters right

We will then respond within 28 days. You can get in touch using the details below by post:

The Student Hive
159 Charles Street
Leicester
LE1 1LJ