Student accommodation support

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 via the accommodation portal by selecting "Room cancellation" from the menu. This request 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 the complaint relates to an accommodation booking or lived experience in halls, we usually ask for it to be made by the student themselves. If a family member wishes to handle the complaint, we will need written confirmation that the student gives consent for us to discuss their information with the named individual. This can be:

• by nominating a contact on your UCAS/NTU application
• an email from their NTU email account
• an email from the private email account on our records, including their NTU ID number or UCAS Personal ID

Before moving in

We ask that all complaints are put into writing. Please use the Feedback option in the Accommodation portal to submit positive or negative feedback, or make an informal complaint. Using our online forms will help us understand your concerns and the resolution you are seeking.

After moving in

To help our colleagues address your concerns quickly and effectively, please contact your residence team first if you have a complaint relating to your experience living in the accommodation. This includes any issues with maintenance, cleaning, or staff in the accommodation. We recommend that you put any concerns in writing.

If you live in a UPP residence, you should speak to your on-site residence team and follow the complaints procedure set out in the Residence Handbook (UPP). This includes Blenheim, Byron, Gill Street North, Gill Street South, Hampden, Meridian Court, New Hall, Norton Court, Peverell, Sandby, Simpsons and The Maltings.

If you live in College Drive or on Brackenhurst Campus and are having issues with your accommodation, please contact a member of the Accommodation Team based on Brackenhurst Campus in the first instance.

If your complaint relates to NTU accommodation services or you are not satisfied with the outcome after speaking with your residence team, please use the Feedback option in the Accommodation portal.

Timescales

If you are not satisfied with any part of our service or we have made a mistake, it's important that you let us know as soon as possible, but within 60 working days of the cause for concern.

We aim to acknowledge complaints within five working days and will investigate your concerns if we cannot provide a full reply straight away. Within 20 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 (eg. from the police) or further evidence, we may take longer to complete an investigation. We will make sure you are updated so you know when you can expect a response.

More information about NTU Complaints Procedures can be found in the complaints section on StudentHub.

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 Brackenhurst Campus or College Drive at Clifton, then you can submit a Level One complaints form via the Feedback option in the Accommodation portal.

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 your complaint relates to issues experienced while living in a UPP residence (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).