Accommodation Dispute Handling Process

1. Purpose

To provide a clear, consistent and timely process for handling accommodation disputes raised by students, staff, or third parties. This procedure ensures fair consideration, transparent communication, and accurate record-keeping from initial contact through to closure.

2. Scope

This procedure applies to all accommodation-related disputes, including but not limited to:

• Contractual concerns
• Room allocation issues
• Charges or fees
• Maintenance and repairs
• Conduct disputes
• Noise/behavioural complaints
• Disputes between residents

3. Accepted Contact Methods

All disputes must be raised through one of the following channels:

Unapproved channels (e.g., social media DMs) must be redirected to an approved method.

4. Initial Receipt and Logging

4.1 Within 1 working day:

• Acknowledge receipt via email.
• Create a case in the approved recording system (e.g., Teams complaint spreadsheet).
• Assign a unique case reference number.
• Categorise the dispute (e.g., "contract," "charges," "conduct," "repair," "allocation").

4.2 Case record must include:

• Date/time received
• Student name, ID, room number
• Summary of the dispute
• Supporting evidence provided
• Staff member assigned
• Risk/urgency rating (low/medium/high)

5. Response Time Standards

If more time is required, the student must be informed of the revised timescale.

6. Case Assessment

The assigned staff member should:

1. Review all submitted evidence.
2. Request additional information if required.
3. Check the student's occupation contract/licence to occupy and relevant policies.
4. Consult with other departments if needed (e.g., Finance, Estates, Student Support).
5. Document all steps and decision points in the case record.

7. Communication With the Student 

7.1 Confirmation of Proposed Actions

Within the response timeframe, staff must:

• Detail the actions that will be taken
• Provide indicative timescales
• Clarify what evidence or cooperation is required from the student
• Request confirmation that the student understands the next steps

7.2 Method of Communication

• Email is mandatory for confirming decisions or proposed actions.
• Phone or in‑person discussions must be summarised in a follow-up email.

8. Investigation Process

Depending on the nature of the dispute, the investigation may involve:

• Reviewing tenancy agreements and correspondence
• Interviewing involved parties
• Inspecting rooms or facilities
• Liaising with maintenance or contractors
• Reviewing CCTV (if permitted under policy)
• Consulting University policies

All findings must be recorded in the case file.

9. Decision and Resolution

Once sufficient information is gathered:

Staff must provide the student with:

• The outcome and reasoning
• Any remedies or actions (refunds, repairs, room move, warnings, etc.)
• Expected completion timescales
• How to appeal or escalate if unsatisfied

Decisions must be issued in writing.

10. Case Closure

A case can be closed once:

• All actions are completed
• The student has been informed
• All evidence, emails, and notes are uploaded
• Outcome is clearly recorded

Closure email must include:

• Summary of the issue
• Actions taken
• Confirmation of closure
• Escalation routes (e.g., Accommodation Services Manager, University Complaints Procedure)

11. Escalation Pathway

If the student is dissatisfied:

• Stage 1: Accommodation Services Manager
• Stage 2: Director of Student Life
• Stage 3: University Complaints Procedure
• Stage 4: External Ombudsman OIA (if applicable)

All escalations must be logged.

12. Monitoring and Reporting

Accommodation Services will:

• Maintain a central log of disputes
• Report quarterly on volume, types, and outcomes
• Identify trends or training needs
• Review and update the procedure annually