Our team want you to be happy where you live, but we understand that things won’t always be right. We’re always working on improving our services, and your feedback can help us with that.
We can’t promise to change things in the way that you’d like, but we’ll always provide you with an explanation of why we do what we do, and will work to make improvements wherever we can.
As BU works in partnership with other organisations to provide accommodation, the complaints process can vary. Full details of how to make a complaint relating to your accommodation are provided below.
Which accommodation is your complaint related to?
Student Village or Dorchester House
If you live in this accommodation then your point of contact for any complaint is Bournemouth University.
Stage one (Local Stage)
If you have a complaint, in the first instance please discuss this with a member of the team at your accommodation and/or in the Residential Services office, who will work with you to try and resolve the matter. In this instance this can be either verbal (but polite) or written.
- Student Village: email [email protected] or call 01202 961012
- Dorchester House: email [email protected] or call 01202 941020
Hopefully, we can wrap things up satisfactorily at this stage but if you are still not satisfied then we can escalate matters to stage two.
Stage two (Local Stage)
If you are unhappy about a response you have received at Stage 1 and feel that your complaint warrants further investigation, or the complaint is actually about a member of your accommodation team, then you must submit this in writing to one of our managers within 10 days of the date of the stage 1 response. We are unable to accept anything received outside of this time.
Your letter should contain a clear statement of your concerns, highlighting what has been done to help you up to now, including any supporting documentation, and should also explain how you think your complaint could be best resolved.
You should send your email to [email protected] for the attention of:
- Glenda Brown – Housing Operations Manager (Student Village and Dorchester House)
Once we receive your complaint we will confirm receipt in writing back to you. If we are unable to respond to the actual issues you have identified at this stage we may request further information from you in order to conduct our investigations. We then aim to investigate and respond to you within 20 working days with our response, decision and proposed course of action. However, if we require further time after this we will write to keep you updated on progress and the reasons for delay.
Central Review Stage
The stages One and Two, as outlined above, constitute the Local Stage of Bournemouth University’s Complaints Process and should be exhausted prior to escalating your complaint to the Central Review Stage. Further details on the Central Review Stage and how to escalate your complaint can be found on the Important Information page under the Complaints section.
Purbeck House
If you live in Purbeck House you should contact the Unite team at your accommodation.
You can go to reception and talk to a member of staff, email [email protected] or call 01202 58958
Further information on the Unite Complaints process can be found at Unite Students Feedback & Complaints web page
What to do if you’re not happy with the response?
If you have exhausted the Unite complaints process and are still not satisfied then you can take it further. Unite is signed up to the 'The Code' - Accreditation Network UK (ANUK) Management Code of Practice. As part of this code they are committed to dealing with your complaint in a professional manner. So long as you have exhausted the formal process with Unite and can prove this then you can escalate the matter to ANUK for their consideration. Further information can be found on the ANUK website.
Let BU know
As the landlord for Purbeck House is Unite, the University is unable to make any decisions that affect the accommodation contract. However, if you think Unite are not following their own procedure then we would like to know. If you think this is the case, you can email [email protected] detailing what the issue is and why you think Unite are not following their procedure, making your email for the attention of Glenda Brown who will then contact Unite for an update and to check they are following the correct procedure.
Lyme Regis House / Okeford House / Chesil House and Cranborne House
If you live in one of these sites then you should contact your Campus Living Villages (CLV) team at your accommodation:
You should contact the team at your accommodation:
- Lyme Regis House: email [email protected] or call 01202 319247
- Chesil House: email [email protected] or call 01202 319618
- Okeford House: email [email protected] or call 01202 519252
- Cranborne House: email [email protected] or call 01202 037700
You can find full details of the CLV complaints process here:
What to do if you’re not happy with the response?
If you have exhausted the CLV complaints process and are still not satisfied then you can take it further. CLV is signed up to the ‘The Code’ - Accreditation Network UK (ANUK) Management Code of Practice. As part of this code they are committed to dealing with your complaint in a professional manner. So long as you have exhausted the formal process with CLV and can prove this then you can escalate the matter to ANUK for their consideration. Further information can be found on the ANUK website.
Let BU know
As the landlord for these sites is CLV, the University is unable to make any decisions that affect the accommodation contract. However, if you think CLV are not following their own procedure then we would like to know. If you think this is the case, you can email [email protected] detailing what the issue is and why you think CLV are not following their procedure, making your email for the attention of Glenda Brown who will then contact CLV for an update and to check they are following the correct procedure.
Corfe House
If you live in Corfe House you should contact your Student Roost team at your accommodation:
- Corfe House: email [email protected] or call 01202 649670
Further information on the Student Roost Complaints process can be found on their Feedback & Complaints webpage
What to do if you’re not happy with the response?
If you have exhausted the complaints process and are still not satisfied then you can take it further. Student Roost is signed up to the 'The Code' - Accreditation Network UK (ANUK) Management Code of Practice. As part of this code they are committed to dealing with your complaint in a professional manner. So long as you have exhausted the formal process with Student Roost and can prove this then you can escalate the matter to ANUK for their consideration. Further information can be found on the ANUK website.
Let BU know
As the landlord for Corfe House is Student Roost, the University is unable to make any decisions that affect the accommodation contract. However, if you think Student Roost are not following their own procedure then we would like to know. If you think this is the case, you can email [email protected] detailing what the issue is and why you think Student Roost are not following their procedure, making your email for the attention of Glenda Brown who will then contact Student Roost for an update and to check they are following the correct procedure.
Bailey Point
If you live in Bailey Point you should contact the Yugo team at your accommodation:
You can go to reception and speak to a member of the team, email [email protected] or call or call 01202 941 315
What to do if you’re not happy with the response?
If you have exhausted the Yugo complaints process and are still not satisfied then you can take it further. Yugo is signed up to the 'The Code' - Accreditation Network UK (ANUK) Management Code of Practice. As part of this code they are committed to dealing with your complaint in a professional manner. So long as you have exhausted the formal process with Yugo and can prove this then you can escalate the matter to ANUK for their consideration. Further information can be found on the ANUK website.
Let BU know
As the landlord for Bailey Point is Yugo, the University is unable to make any decisions that affect the accommodation contract. However, if you think Yugo are not following their own procedure then we would like to know. If you think this is the case, you can email [email protected] detailing what the issue is and why you think Yugo are not following their procedure, making your email for the attention of Glenda Brown who will then contact Yugo for an update and to check they are following the correct procedure.
LettingsBU (including Unilet & St Johns)
If you have booked your accommodation through the LettingsBU service or live in one of our Unilet properties then your first point of contact for any complaint is LettingsBU.
Stage one (Local Stage)
If you have a complaint, in the first instance please discuss this with a member of the LettingsBU team, who will work with you to try and resolve the matter. In this instance this can be either verbal (but polite) or written.
Email [email protected]
Telephone 01202 961678
Hopefully, we can wrap things up satisfactorily at this stage but if you are still not satisfied then we can escalate matters to stage two.
Stage two (Local Stage)
If you are unhappy about a response you have received at Stage 1 and feel that your complaint warrants further investigation, or the complaint is actually about a member of your accommodation team, then you must submit this in writing to one of our managers within 10 days of the date of your stage 1 response. We cannot acept anything outside of this time.
Your letter should contain a clear statement of your concerns, highlighting what has been done to help you up to now, including any supporting documentation, and should also explain how you think your complaint could be best resolved.
You should send your email to [email protected] for the attention of:
Stuart Smith – General Manager (Unilet & LettingsBU)
Once we receive your complaint we will confirm receipt in writing back to you. If we are unable to respond to the actual issues you have identified at this stage we may request further information from you in order to conduct our investigations. We then aim to investigate and respond to you within 20 working days with our response, decision and proposed course of action. However, if we require further time after this we will write to keep you updated on progress and the reasons for delay.
Central Review Stage
Stages 1 and 2, as outlined above, constitute the Local Stage of Bournemouth University’s Complaints Process and should be exhausted prior to escalating your complaint to the Central Review Stage. Further details on the Central Review Stage and how to escalate your complaint can be found on the Important Information page under the Complaints section.
Any other accommodation, e.g. privately rented house or hall of residence
If your complaint relates to any other accommodation other than what is listed above then your contract is going to be with a private landlord. In this instance you should contact your managing agent or landlord to discuss your complaint. The SUBU Advice team can provide you with guidance and support on this if required. For further details visit the SUBU website.
BU Residential Services (any other complaints not listed here)
If you have any other complaint that is not listed here, or you are unsure about who to contact then please contact our Residential Services team at Bournemouth University.
Stage one (Local Stage)
To discuss your issue please contact:
Residential Services: email [email protected]
Telephone 01202 969696
If after speaking with the team, it is agreed that your complaint relates to a service provided by BU's Residential Services then we will work with you to try and resolve the matter. Hopefully, we can wrap things up satisfactorily at this stage but if you are still not satisfied then we can escalate matters to stage two.
Stage two (Local Stage)
If you are unhappy about a response you have received at Stage 1 and feel that your complaint warrants further investigation, or the complaint is actually about a member of your accommodation team, then you must submit this in writing to one of our managers within 10 days of the date of the stage 1 response. We are unable to accept anything recieved outside of this time.
Your letter should contain a clear statement of your concerns, highlighting what has been done to help you up to now, including any supporting documentation, and should also explain how you think your complaint could be best resolved.
You should send your email to [email protected] for the attention of:
Naomi Crabb – Bookings & Administration Officer (Central bookings, customer service and rent collection)
Once we receive your complaint we will confirm receipt in writing back to you. If we are unable to respond to the actual issues you have identified at this stage we may request further information from you in order to conduct our investigations. We then aim to investigate and respond to you within 20 working days with our response, decision and proposed course of action. However, if we require further time after this we will write to keep you updated on progress and the reasons for delay.
Central Review Stage
The stages One to Three, as outlined above, constitute the Local Stage of Bournemouth University’s Complaints Process and should be exhausted prior to escalating your complaint to the Central Review Stage. Further details on the Central Review Stage and how to escalate your complaint can be found on the Important Information page under the Complaints section.
