Introduction
The Nurtur Team is delighted you chose us as your home away from home. We are dedicated to delivering a high-quality service and to always acting in good faith, but we know that from time to time there may be something that is not quite right. We take all complaints seriously and are committed to resolving concerns fairly, promptly and professionally.
Section 1: How do I complain?
If you have decided to make a complaint, it can be submitted by visiting the Nurtur Team in reception or reaching us by phone, or by contacting us in writing via letter or email. We encourage you to submit your complaint as soon as possible so we can rectify the issue for you in a timely manner. If this is not possible, we request that a complaint is raised with us within four weeks of the situation arising. In exceptional circumstances, you may be able to submit a complaint after this time if you are able to explain why you were not able to meet our given timeframe.
Section 2: Submitting my complaint
- Your details: Full name, building, studio number, contact number
- Service: The service that you are unhappy with
- Complaint: Full details of why you are unhappy with this service, including references to any part of the ANUK/Unipol National Code we have failed to adhere to
- Solution: Please tell us how you would like this complaint to be resolved
Raising a Complaint in Confidence
If you have a concern or complaint that you would prefer to raise confidentially, you can speak to a member of the Nurtur House team or submit your complaint in writing and request that it is handled in confidence.
We will treat all confidential complaints sensitively and will only share information with those who need to be involved in reviewing or resolving the matter.
If you do not feel comfortable discussing your concern with the person involved, we can arrange for another member of the team or a manager to handle your complaint.
Where a complaint relates to the conduct of a member of staff, that individual will not be involved in investigating, reviewing or determining the outcome of the complaint. The complaint will be considered by another appropriate member of staff or manager.
Please note that there may be circumstances where we are required to share information to protect the safety or wellbeing of an individual, or to meet our legal or safeguarding responsibilities. Where appropriate, we will explain this to you before any information is shared.
Section 3: Who can complain?
- A person with a tenancy agreement with us
- A person who has made an application for a tenancy agreement with us
- A person affected by anti-social behaviour at Nurtur Student Living
We encourage the complainant to contact us directly, but a complaint can be made on your behalf. For us to action this complaint, we would need to receive your clear written authority to liaise with your representative regarding that complaint.
Section 4: The Complaints Process
Stage One
We are committed to making your stay at Nurtur Student Living enjoyable, so the first stage of your complaint will be managed by your site team. We commit to providing a response within five working days unless there are exceptional circumstances.
Stage Two
Complaints that have not been resolved in Stage One will be escalated to higher management. This can be submitted via email to heretohelp@nurturstudentliving.com or in writing to Nurtur Student Living Management Office, 102 Fenay Bridge Road, Huddersfield, HD8 0AY. We will acknowledge your complaint within three working days and provide a full written response within 20 working days unless exceptional circumstances apply.
Stage Three
Stage Three should only be used if you believe we have failed to follow our commitments under Stage One or Stage Two, or if a failure remains unresolved. Complaints at this stage will be reviewed by two members of senior management. We will respond within ten working days.
Section 5: Continued Dissatisfaction
We are committed to resolving complaints fairly and promptly.
If you remain dissatisfied with the final outcome of our complaints procedure, or if we have not provided a response to your complaint within 28 working days of it being submitted, you may refer your complaint to the ANUK/Unipol National Code for independent review.
Information about the National Code complaints process, including how to submit a complaint, can be found at: https://www.nationalcode.org/for-students/problems-complaints/
You may also wish to seek independent advice from your Students’ Union, University Accommodation or Housing Advice Service, or Citizens Advice.