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We ask that complaints be put into writing (by email). We would recommend that you use the Level One complaints template that can be found under the complaints section on StudentHub - this will help us understand your concerns and the resolution you are seeking.

If the complaint relates to an accommodation booking / contract, we would normally ask that the complaint is made by the applicant / student. If a family member wishes to handle the complaint, we would ask that the applicant / student confirm that they are happy for us to correspond with a named individual. This written permission should include the name of the person(s) we have permission to discuss their information with. The written permission can be:

• by nominating a contact when you make your application to NTU
• an email from their NTU email account
• an email from the private email account we hold on our records, including their NTU ID number or UCAS Personal ID.

We aim to acknowledge complaints within five working days and will look into the issue in more detail if we cannot resolve a complaint straight away. We will try to provide a full reply, but if this is not possible at this time, an acknowledgement of the complaint will be sent.

Within twenty working days we will have fully investigated the complaint and sent a written response where we have hopefully resolved the situation. If we are waiting for third party information (e.g. from the police) or further evidence to support your complaint then we may take longer to complete an investigation. We will make sure you receive an update so you know when you can expect a response.

If you wish to make a complaint relating to any aspect of your experience living in the accommodation you should contact your residence team. This would include issues relating to maintenance, cleaning, or issues with staff in the accommodation. Information on making complaints is published in the back of the following handbooks given to students when they move into their accommodation:

If you live in one of the following residences then you should use the complaints procedure and contact details set out in the Residence Handbook (UPP): Blenheim, Byron, Gill Street North, Gill Street South, Hampden, Meridian Court, New Hall, Norton Court, Peverell, Sandby, Simpsons or The Maltings. The first step would be to put your complaint in writing to the residence team.

If you live in College Drive at Clifton campus, you should use the complaints procedure and contact details set out in the Clifton Accommodation Welcome Guide. We ask that concerns be put into writing (by email). We would recommend that you use the Level One complaints template that can be found under the complaints section on StudentHub.

If you live in Bramley Cottages (Southwell) or on Brackenhurst campus, you should use the complaints procedure and contact details set out in the Brackenhurst Accommodation Welcome Guide. We ask that concerns be put into writing (by email). We would recommend that you use the Level One complaints template that can be found under the complaints section on StudentHub.

This criteria sets out when NTU students may be considered for release from their accommodation contract after the cancellation deadline has passed.

If a student wishes to be released from their accommodation contract they must submit a formal request in writing by email to accommodation@ntu.ac.uk. This email should include any supporting evidence or to state when supporting evidence should be expected. A request without supporting evidence will not normally be considered.

Each request is judged on the individual circumstances of the student and relevant evidence must be provided at the point of request, or as soon as possible thereafter. Requests for release must be submitted as soon as possible, but no later than two weeks after departure from their accommodation. Requests made after this time will not be considered. Students must demonstrate they meet all four of the following criteria and the property must be vacated, cleared of all possessions and the keys must be returned to the University by the agreed release date:

1. There has been a change in circumstance that happened after the cancellation deadline (which is 21 days before the start of the contract). An ongoing condition (or a return of a previous condition) that a student knew about before they started university would not normally be considered.

2. The change of circumstance is very serious. Examples might include life threatening conditions where the student is in hospital or an unexpected immediate family bereavement.

3. That where possible the University/accommodation provider has been given a reasonable chance to resolve the situation (e.g. if there was a problem in the accommodation it had been reported via appropriate channels and there had been reasonable time for a response).

4. The student has no option but to leave university completely.

If you are dissatisfied with a response to a complaint then you may wish to escalate it further.

University Complaints: If your complaint relates to the accommodation booking process, your contract Terms and Conditions, accommodation contract release requests, or issues related to living at Bramley Cottage, Brackenhurst campus, or College Drive at Clifton, then you should submit a Level One complaints form. A template for this can be found under the complaints section on StudentHub. If you have already submitted a Level One complaints form then the outcome letter for this will explain the process for submitting a Level Two complaint.

UPP Complaints: If you complaint relates to issues experienced while living at Blenheim, Byron, Gill Street North, Gill Street South, Hampden, Meridian Court, New Hall, Norton Court, Peverell, Sandby, Simpsons, or The Maltings, then you should contact the residence office for details on escalating your complaint. Contact details for the residence office are set out in the Residence Handbook (UPP).