Accommodation Complaints Procedure

1. Complaints must be submitted using the Complaint Form
2. Complaints must be made directly by the resident. If the resident is unable to submit the complaint themselves due to disability, ill health or other exceptional circumstances, reasonable adjustments or alternative submission methods can be provided, or a third party may submit the complaint on their behalf (where appropriate).
3. Complaints should be made as early as possible. Students should be aware that any lengthy delay may limit the way in which the University can investigate the complaint or the University’s ability to put things right.

If a complaint is not received within the time limits stipulated (1 month), the complaint will normally be treated as not eligible for consideration on the basis it is ‘out of time’, unless the complainant shows there to be a compelling reason for not having submitted the complaint within the time limits. Where it is decided that a complaint is not eligible for consideration, the complainant will be advised.

This Procedure will also apply to former students of Swansea University who have left residences as long as the complaint is made within 1 month of the leaving residences or within 1 month of the date of the event(s) giving rise to the complaint – whichever is the earlier date.

It is anticipated that most complaints can be resolved easily and quickly on an informal basis, at the time the problem first occurs and with the individual(s) directly involved.

Complaints can be made in writing, by email to accommodation@swansea.ac.uk.

1. Informal complaints should be raised by the student as early as possible and within 1 month of the date of the event(s) giving rise to the complaint.
2. The University expects that attempts will be made to resolve the informal complaint, and the student to be notified verbally or in writing of the outcome, wherever practicable, within 28 days of receipt of the informal complaint.
3. If the student is dissatisfied with the outcome of their informal complaint, they may escalate the complaint to Stage 2 (the Formal Stage) of the Procedure within 28 days of the date of the notification of the outcome of their informal complaint.

If the complainant is unable to resolve their concerns informally (in accordance with Stage 1 above) or they feel unable to approach the relevant individual(s) directly, they should submit the formal Complaint Form, within the following timescales:

• 28 days of the date of the response to the complainant’s informal complaint (if applicable), or
• Where no informal complaint had been submitted, within 1 month of the date of the event(s) giving rise to the complaint.
• If a complaint is not received within the time limits stipulated, the complaint will normally be treated as not eligible for consideration on the basis it is ‘out of time’, unless the complainant shows there to be a compelling reason for not having submitted the complaint within the time limits.

The formal complaint should set out the following:

1. The nature of the complaint – this should be brief and to the point, referring to any specific events (i.e. Dates and Times)
2. Any informal steps already taken to include the names of any staff involved and the outcomes
3. A statement as to why the complainant remains dissatisfied and, without prejudice to any formal remedy which might be determined, the resolution/outcome they are seeking
4. Hyperlinks to any documents/correspondence which are relevant to, or support, the complaint.
5. It is important that you include all relevant information related to your complaint, for example, any supporting evidence.

We aim to resolve your complaint within 28 business days. However, the effectiveness of the investigation procedure relies on the appropriate evidence being made available from the parties involved. For this reason, we ask that you provide comprehensive and clear information and evidence at the outset.

Any requests for a final review must be made in writing to the Director of Education Services [hereinafter referred to as the ‘Director’] within 14 working days of the original decision of the Committee, Board or University Officer, by submitting the Final Review Form.

If a final review application form is not received within the time limits stipulated, the final review will normally be treated as not eligible for consideration on the basis it is ‘out of time’, unless the student shows there to be a compelling reason for not having submitted the application within the time limits. Where it is decided that a final review application is not eligible for consideration, the student will be advised of this outcome by letter.

Students are required to continue to pay their accommodation fees, during an appeal/complaint investigation, in line with your agreed tenancy dates. Failure to do so may risk the account being passed to debt collection which could result in additional charges.

If your appeal or complaint is upheld, then you will be refunded in full for the agreed period.

Problems Paying?

If you experience financial problems whilst you are dealing with a complaint, have trouble paying your accommodation fees or:

• Have a query relating to your invoice.
• Have not received your Student Loan.
• Are experiencing genuine financial hardship.

Please Contact the Accommodation Team.

For students who have not received their Student Loan or are experiencing financial hardship, advice and assistance is available from Money@CampusLife.

• Live Chat
• Telephone: +44 (0) 1792 606699
• Email: money.campuslife@swansea.ac.uk

If you need more information on student funding, visit our information on Fees and Funding.