Complaints, Feedback & Resolution
At Unilife, we’re passionate about creating an exceptional student living experience.
We hope you’ll always enjoy your time with us, but we understand that sometimes things don’t go as planned. If something isn’t quite right, we’d really like the opportunity to put it right.
We welcome your feedback and see every complaint as an opportunity to learn, improve and provide an even better experience for our residents.
Talk to Us First
Many concerns can be resolved quickly by speaking with your Property Manager.
Whether it’s a maintenance issue, a question about your accommodation or something that’s affecting your experience, we’re always happy to help. In many cases, we can resolve concerns quickly through an open conversation without the need for a formal complaint.
If your concern can’t be resolved informally, or you feel it hasn’t been dealt with appropriately, you can make a formal complaint.
How to Raise a Complaint
If something isn’t quite right, we’d encourage you to speak to your Property Manager in the first instance. Most concerns can be resolved quickly through an open conversation, allowing us to put things right as soon as possible.
You can raise a complaint by:
- Speaking to your Property Manager in person.
- Emailing your Property Manager directly.
- Alternatively, emailing our Central Support Team at yourspace@unilife.co.uk.
To help us investigate your complaint as quickly as possible, please include:
- Your full name.
- The property you live in.
- Your studio or room number.
- A clear description of your complaint.
- Any relevant dates or supporting information.
- The outcome you are hoping to achieve.
Providing this information will help us understand your concerns and investigate them as efficiently as possible.
Our Complaints Process
Stage 1 – Local Resolution
Your complaint will be acknowledged within five working days.
Your Property Manager, or another appropriate member of the Unilife team, will investigate your complaint and work with you to understand what has happened and how we can resolve your concerns.
Where possible, we’ll resolve complaints quickly and fairly. If we need any further information or additional time to investigate, we’ll keep you updated throughout the process.
Once our investigation is complete, we’ll provide you with a written response outlining our findings and any actions we intend to take.
Stage 2 – Management Review
If you’re unhappy with the outcome of Stage 1, you can request that your complaint is reviewed by a senior member of the Unilife team.
A fresh review of your complaint will be carried out, considering all of the information available before a further written response is issued.
Stage 3 – Final Internal Review
If you remain dissatisfied following the management review, your complaint may be escalated for a final internal review.
Wherever possible, this review will be undertaken by a senior leader who has not previously been involved in the complaint. Their response will represent Unilife’s final internal decision.
If You’re Still Unhappy
We always hope to resolve your complaint through our internal complaints process.
However, if you’ve received our final response and remain dissatisfied, or if eight weeks have passed since you first raised your complaint and we have not provided a final response, you may refer your complaint to one of our independent bodies for further review.
ANUK/Unipol National Code
Unilife is proud to be a member of the ANUK/Unipol National Code for Larger Developments.
If your complaint relates to our compliance with the National Code, you may ask the National Code Administrator to independently review your complaint once you have completed our internal complaints process.
Further information about the National Code and its complaints process can be found at:
Property Redress Scheme (PRS)
Unilife is also a member of the Property Redress Scheme (PRS).
If you’ve completed our internal complaints process and remain dissatisfied, or we have not provided a final response within eight weeks, you may refer your complaint to the Property Redress Scheme for an independent review.
Further information about the Property Redress Scheme can be found at:
Our Commitment to You
When you raise a complaint with us, we promise to:
- Treat you fairly, professionally and with respect.
- Listen carefully to your concerns.
- Investigate your complaint objectively and impartially.
- Keep you informed throughout the process.
- Explain our decisions clearly.
- Learn from your feedback to continually improve the service we provide.
Making a complaint will never affect your tenancy or the way you are treated by our team.
Additional Support
We understand that raising a complaint can sometimes feel difficult, particularly if it relates to your health, wellbeing or personal circumstances.
If you need additional support during the complaints process, please let us know. Our team will do everything they can to support you and, where appropriate, signpost you to further services.
As a Unilife resident, you also have access to our Health Assured wellbeing service, providing confidential health and wellbeing support 24 hours a day, 365 days a year.
You can find out more about the support available here:
If you require urgent assistance outside of office hours, support is available 24 hours a day by calling our central support number:
Outside of Monday to Friday, 8:30am–5:30pm, your call will be answered by our security partner, who will assess your enquiry and arrange the appropriate response. Depending on the nature of your call, they will either contact a Unilife Student Ambassador living at your property or the dedicated on-call Property Manager.
Emergency contact information is also provided to all residents during arrival and induction and is displayed within every Unilife reception area.
If you believe there is an immediate risk to life or a serious emergency, you should always contact the emergency services by dialling 999.
Helping Us Improve
Every complaint and piece of feedback helps us improve the experience we provide for our residents.
We value every opportunity to learn and continuously improve the service we deliver across our communities.
Thank you for taking the time to share your feedback. If something hasn’t met your expectations, we’ll always do our best to listen, learn and put things right.