UPP are the leading UK provider of on campus student accommodation and are working in partnership with the University of Reading to deliver the highest standards of service to our customers. We aim to create a safe secure environment where students can quickly feel at home.

 

Our commitment to you

We aim to provide you with the highest possible level of service and professionalism. This charter sets out the standards you can expect from our staff. If you feel we have failed to meet any of these standards, please tell us. We are continually looking at ways to improve our service and we welcome your views on how we can achieve this. There are suggestions boxes at each of the group receptions, or you can email us with your ideas at accommodationonline@reading.ac.uk

 

Our Staff will:

• ensure your health and safety is of upmost importance
• be responsible looking after our customers by always doing our job to the best of our ability
• be prompt, polite and helpful
• provide all who seek assistance with an accessible and inclusive service
• be respectful, treat you with fairness and be responsive to your individual needs
• be trained to give you advise and assistance, and be able to escalate your queries to the most appropriate department
• respect your confidentiality and privacy at all times
• wear name badges to identify ourselves and show identification when we visit your accommodation
• keep our promises and deliver

 

In answering telephone calls, we will:

• answer your call promptly
• listen and respond to the needs of our customers 
• ensure there is someone available to answer your call or take messages in office hours, and 24 hours a day on the Halls Hotline (0118 378 7777)
• be courteous and professional 

 

In responding to written correspondence we will:

• acknowledge your correspondence in writing within 2 working days
• respond to your correspondence within five working days of receipt
• reply in a clear and concise manner, with use of technical terms kept to a minimum

 

In dealing with any complaints we will:

• make available on request of our Complaints procedure
• carry out a full and fair investigation
• reply within five working days where possible; if the complexity of your complaint requires a more in depth and timely investigation we will let you know