Complaints

Sanctuary Students always aims to provide good quality homes, a first-class customer service and genuine value for money.  Sometimes things do go wrong and when they do we will resolve issues quickly. We take complaints very seriously and make every effort to learn from them and make sure that they don’t happen again. 

What do I do if I have a complaint?

If you have any complaints or issues with your room, flat or the building, please come and talk to a member of the on-site team. Sometimes we may not be aware that there is a problem, so it’s always best to come and talk to us directly. Our staff are very friendly and will be happy to help with any queries. We aim to sort things out informally at first, but we also have a standard complaints procedure to ensure that all complaints are dealt with in a fair and reasonable manner.

We will aim to investigate and resolve your issue within a reasonable time. If you’re not happy with the outcome, please arrange an appointment with the Property Manager at the site, who will discuss the problem with you, investigate the issue and come back to you with a solution.

Read Our Complaints Procedure (PDF 937KB) for more information on our complaints process.

What do I do if I have a complaint about another resident?

We provide all students with a clear residents guide when they move in so everyone knows the rules and what behaviour is acceptable.

Some students may break the rules which can have an impact on you and other students. If you have an issue with another student, we recommend talking to the person concerned face-to-face and in a calm manner. If this doesn’t work, come and talk to us and we will try and help if we can.