UPP are committed to resolving any issue you may have with your halls accommodation and always aim to deal with problems efficiently and effectively.
If you experience any issues whilst in hall, our 24/7 Halls Hotline is your first point of call. You can contact them 24 hours a day on 0118 378 7777, or you can get in touch via e-mail at firstname.lastname@example.org. All tickets are logged and you will receive a reference number for your call.
How to complain
If you have previously contacted us about an issue or concern and are dissatisfied with how we have helped you with this, then we need you to tell us about it through the complaints procedure, which starts at a Stage 0 complaint.
To register a complaint, you should email the Halls Hotline via email@example.com. A complaint will only be accepted within one month of the relevant matter occurring
I'm not happy with the outcome, what can I do?
If you are dissatisfied with the Stage 0 outcome and wish to pursue a formal complaint, or if we have deemed it inappropriate to consider the issue informally, you should submit a formal complaint by submitting a Stage 1 complaint form within five working days after receiving the Stage 0 outcome.
You can find details of the full University complaints procedure including details of how to submit a Stage 1 complaint here.
What do I need to do?
Be specific about the problem
Describe the problem succinctly
Provide supporting documentary evidence where available and appropriate
State the outcome requested – be clear and realistic
You may request to meet the accommodation staff in person to discuss your issue or concern
A complaint will usually result in one or more of the following outcomes
A solution to the issue or concern
An explanation where the desired outcome cannot be achieved
An apology, where appropriate
UPP or the University may deem that it is not appropriate to consider the issue or concern as a Stage 0 complaint, and will direct the student to submit a formal
Stage 1 complaint within five working days.
Where it is reasonable to do so, or at the request of the student, we will issue a written outcome of this stage of the procedures within five working days.