Residential Complaints Procedure

Overview

Accommodation and Commercial Services (ACS) is responsive to the needs of our students and visitors and welcomes comments and complaints as a means of improving services.

We won't necessarily be able to change the things in the way that you would like or always meet your needs but we will always be able to give you an explanation of how a decision has been made. We will always be professional and courteous in dealing with complaints and we will try to be as quick as we can in responding to you.

This procedure explains

• how to make a complaint
• how you can expect us to deal with it
• what you can do if you are unhappy with our response

This procedure is for complaints regarding Ranmoor/Endcliffe accommodation, their immediate vicinities, University owned residential properties in City Campus and managed partnership properties such as Allen Court.

Informal complaints

If you have a complaint, in the first instance please contact our Customer Services team, either in person at The Edge or The Ridge reception, by emailing acs-customerservices@sheffield.ac.uk or calling +44 114 222 4488.

If you have a complaint, you should let us know as soon as possible and within eight weeks of the event or lack of action, about which you are complaining.

Your complaint will be acknowledged within 24 hours (excluding weekends, public holidays and official University holidays) and responded to fully within five working days of receipt of the complaint. If circumstances mean a full response is likely to take longer, we will inform you of this and keep you informed of the progress.

If the Customer Services team are unable to resolve your query, they will escalate the complaint to the Customer Services Team Leader. You can contact the Customer Services Team Leader at acs-csteamleaders@sheffield.ac.uk or complete an Accommodation complaints form.

Formal complaints

Stage 1

If you are unhappy about a response you receive having made an informal complaint, if the complaint is actually about the member of staff involved or if you feel that the complaint warrants further investigation then you may initiate a formal complaint. To do this, you can contact the Customer Services Manager as per the below:

Mr Jon Merritt
Customer Services Manager
Accommodation & Commercial Services
The Edge
34 Endcliffe Crescent
Sheffield
S10 3ED

Email: j.d.merritt@sheffield.ac.uk

We will acknowledge receipt of your complaint within 24 hours (excluding weekends, public holidays and official University holidays).

You will receive a written response from the Customer Services Manager within five working days of the complaint being received. If circumstances mean a full response is likely to take longer, we will inform you of this and keep you informed of the progress.

Stage 2

If you are unhappy with the response received at Stage 1, then you may appeal to the Head of Accommodation Services stating the reason why you are unhappy with the initial response. You should include a copy of the complaints form submitted at Stage 1, along with an updated form explaining why you are unhappy with the response received.

Head of Accommodation
Accommodation and Commercial Services
University of Sheffield
16 Endcliffe Avenue
Sheffield
S10 3EA

Email: headofaccom@sheffield.ac.uk

You will receive an acknowledgement within 48 hours (excluding weekends and holidays) from receipt of the appeal and a full written response within 10 working days. If circumstances mean a full response is likely to take longer, we will notify you of this and keep you informed of the progress.

The University of Sheffield case review

If, following stage two, you believe that the complaint has not been resolved satisfactorily, you can request that your case is reviewed by the University of Sheffield.

Appeals and complaints (for current students)

External referral

If you believe that your case has not been dealt with properly by the University or that the outcome is unreasonable, then you can, provided you have completed all of our internal procedures, complain to the Office of the Independent Adjudicator for Higher Education (OIA) if the complaint is eligible under its rules.

Time limits

The University is unlikely to consider a complaint from a student or former student that has not been raised within three months of the issue the complaint is about.

Students that have completed the Informal Stage of the Complaints Procedure have 30 calendar days from the date of the full written response to submit a Formal Complaint.

Confidentiality

All complaints will be dealt with confidentially, though enquiries may have to be made to investigate the matters that are the subject of the complaint. The effectiveness of any complaints procedure depends on the University being able to collect appropriate information from the parties involved in order to investigate the matter properly. For this reason, anonymous complaints will not be dealt with.

Harassment

The University seeks to create a study and residential environment which is free of harassment and which protects the dignity of students and staff irrespective of their gender, sexual orientation, racial or ethnic background, religion or disabled status. It regards sexual, racial or personal harassment very seriously and requires all students and staff to observe its policy in this area. Students who believe they are experiencing harassment within their accommodation are advised to raise this with their Residential Mentor in the first instance. You can also contact the Student Information Desk (Student hub access required) or the Student Advice Centre in the Students' Union.

Complaints about Smart Move Sheffield

If you have a complaint about the landlord of a property which is registered with Smart Move Sheffield or the services provided by Smart Move Sheffield, please contact smartmove@sheffield.ac.uk.

If you have a complaint about the landlord of a property which is not registered with Smart Move Sheffield please contact the Student Advice Centre at advice@sheffield.ac.uk.

If you have a complaint about a private rented property and you have already tried to remedy this with your landlord, or you need further advice, please contact Sheffield City Council’s Private Housing Standards at phs@sheffield.gov.uk.

Complaints about Commercial Services

If you need to make a complaint about one of our food and drink outlets, the GeniUS Card, or any of our other commercial services, please complete our online form.

Non-residential complaints

For complaints relating to student behaviour outside these areas, please contact the University's Sustainability and Communications Manager, James Merryclough:

• Email: j.merryclough@sheffield.ac.uk
• Phone: +44 114 222 0565
• Office hours: Monday - Friday, 9am - 5pm

For urgent complaints requiring immediate attention, contact Security Services on +44 114 222 4075.