Complaints Procedure

Our Commitment

We are committed to providing a high standard of accommodation and service. If something goes wrong, we want to hear from you so we can put it right as quickly as possible.

What is a Complaint?

A complaint is any expression of dissatisfaction about:

• Your accommodation

• Our services or staff

• Maintenance or facilities

• Safety or security concerns

How to Raise a Complaint

Step 1: Informal Resolution

We encourage residents to raise concerns as soon as possible:

• Speak to reception or on-site staff

• Email the property team

• Use the resident app/portal (if available)

We aim to resolve issues quickly and informally within 3 working days.

Step 2: Formal Complaint

If your issue is not resolved, you can submit a formal complaint:

How to submit:

• Email: enquiries@redwoodco-living.co.uk

• In writing to reception

Please include:

• Your name and room number

• Details of the complaint

• Any supporting evidence (photos, emails)

• What outcome you are seeking

Response time:

• Acknowledgement within 2 working days

• Full response within 10 working days

Step 3: Escalation

If you are not satisfied with the outcome, you can request a review:

• Your complaint will be reviewed by a senior manager

• We aim to respond within 10 working days

External Review

If you remain dissatisfied after completing our internal process, you may refer your complaint to an independent body (where applicable), such as:

• An approved ombudsman scheme

• Relevant student housing regulatory body

(Include scheme details if your organisation is a member, e.g., The Property Ombudsman or ANUK/Unipol Code.)

Emergency Issues

For urgent issues (e.g. loss of power, water leaks, security concerns):

• Contact reception immediately

• Use the emergency out-of-hours number: 01223 902 983

These will be prioritised and handled outside of the complaints process.

Confidentiality & Fairness

• All complaints are handled confidentially and fairly

• Raising a complaint will not affect your tenancy or treatment

Continuous Improvement

We use feedback and complaints to improve our services and resident experience.