Living with other students is an essential part of the university experience, and the best way of making new friends. Our Student Accommodation Services team is here to help you settle into your new life.
Our service guarantee
We value all of our customers – that's why we’ve developed a Customer Service Charter and professional standards guidelines, as the foundations of our award-winning service. To find out more about these, see the drop-down sections, below. We’ve also included information on our complaints procedure, which hopefully you'll never need!
We’re proud to have been awarded the government standard in Customer Service Excellence. Read our report to find out why you can rely on the Student Accommodation Services team.
Brackenhurst Campus, Waverley Street or College Drive
If you live at the Brackenhurst Campus, 21 Waverley Street (City Campus) or 1-8 College Drive (Clifton Campus) you can report maintenance here.
If you have an emergency you can contact the team directly using the following details.
Student Accommodation Services Contact Details
- City Campus Accommodation Office (please use the City Campus number for College Drive): +44 (0) 115 848 2894
- Brackenhurst Campus Accommodation Office: +44 (0) 115 848 5270
(These phone lines will be open Monday-Thursday 8.30 am - 5 pm, and Friday 8.30 am - 4 pm)
If you need to report emergency maintenance outside these hours, please contact campus security using the phone numbers below:
- City Campus security: +44 (0) 115 848 2468
- Clifton Campus security: +44 (0) 115 848 6600
- Brackenhurst Campus security: +44 (0) 7786 112005
If you live in any of our other residences you can report maintenance issues directly to your residence office which is staffed 24 hours a day. Either pop down to your residence office or contact them at the details below:
Contact details Blenheim +44 (0) 115 962 2700 email@example.com Byron +44 (0) 115 908 2270 firstname.lastname@example.org Gill Street North +44 (0) 115 908 2250 email@example.com Gill Street South +44 (0) 115 908 2250 firstname.lastname@example.org Hampden +44 (0) 115 908 2280 email@example.com The Maltings +44 (0) 115 908 2281 firstname.lastname@example.org Meridian Court +44 (0) 115 985 7707 email@example.com New Hall +44 (0) 115 984 9980 firstname.lastname@example.org Norton Court +44 (0) 115 970 5963 email@example.com Peverell +44 (0) 115 984 9986 firstname.lastname@example.org Sandby +44 (0) 115 908 2280 email@example.com Simpsons +44 (0) 115 950 7156 firstname.lastname@example.org
Customer Service Charter
Student Accommodation Service - Customer Service Charter
PurposeOur customer service charter outlines the commitments and promises we have made to deliver a high quality of customer service to all our customers. It outlines from the outset what customers can expect from the services we provide. We have adapted this definition into four strong commitments appropriate to the needs and expectations of our customers.
PublicationOur charter will be given visibility through the Student Services website.
MonitoringWe will invite customer feedback on the experiences of our services in order to demonstrate that we are delivering the level of service promised in our charter. Methods used to gain this insight will include the SAS feedback survey and the annual SAS focus groups.
ReviewOur Charter will be reviewed on an annual basis to ensure that the commitments we make continue to reflect the needs and expectations of our customers. We will develop this insight through our annual SAS focus group before carrying out a full review.We are committed to putting you first and giving excellent customer service. That’s why we promise to:- deliver high-quality, accessible services that meet your needs- be friendly, polite and professional, putting you first- give you accurate and comprehensive information- ensure cleanliness, comfort and security.
The Student Accommodation Service - Our Service StandardsThe Student Accommodation Service is committed to providing a high-quality service to all its customers in a friendly customer focused environment. We aim to work in partnership with you, our customer, to deliver quality services that are accessible to all.
To deliver on this commitment, we will:- put you at the heart of everything we do- accommodate the differing needs of students and provide accessible support for all- promote equality, fair treatment and respect- respond to enquiries and complaints carefully and efficiently- give staff the skills and training they need to put customers first- be friendly, approachable and professional.
When visiting the Student Accommodation Services Team, we will:- aim to answer your enquiry at the first point of contact. When this is not possible, we will refer you appropriately- not keep you waiting for longer than 10 minutes- see you on time when you have an appointment- provide a safe, tidy and comfortable environment- keep information up-to-date and well presented.
When contacting us by telephone, we will:- aim to answer your phone call within 10 seconds during opening hours and normal circumstances- aim to put systems in place to give you further information during peak time e.g. when our booking system goes live- answer the telephone in a polite manner, identifying who you are speaking to and the area of support.
When contacting us by letter or fax, we will:aim to send a response using the same (or appropriate alternative format) within 5 working days of receipt. If we cannot meet this target then we will let you know about the progress of your enquiry. We aim to send a full response within 10 working days of receipt.
When contacting the Student Accommodation Services Team by email, we will:- respond to all email enquiries within 24 hours during normal circumstances. If we cannot meet this target then we will let you know about the progress of your enquiry.- send an ‘out of office’ reply when we are unavailable to provide contact details for urgent enquiries and a date of when we will be available to reply.
When contacting The Warden Service by Email we will:- respond to all email enquiries within 48 hours during normal circumstances. If we cannot meet this target then we will let you know about the progress of your enquiry.- send an ‘out of office’ reply when we are unavailable to provide contact details for urgent enquiries and a date of when we will be available to reply.
When reporting a maintenance issue to university owned or managed accommodation, we will:let you know the category of your maintenance request and a timeline by which it will be responded.Keep you updated as to any on-going maintenance issues.
When visiting a university owned or managed residence we will:- aim to give you 24 hours notice of a visit except in circumstances outlined in the licence agreement- be respectful and try to keep visits between 09.00 and 20.00 in normal circumstances.
Our complaints policy is in line with the University-wide policies that can be found here.
Complaints procedure for residentsThis is published in the back of the Residence Handbook (UPP) or Welcome Guide (University Managed/Owned/Brackenhurst) that is given to the students when they move into their accommodation.
Complaints relating to booking, or before arrival at residenceWe ask that complaints be put into writing so we can better understand the concerns. We are happy to respond to complaints by letter or email.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 with us corresponding 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:- a letter, including their NTU ID or UCAS Personal ID- an email, from their NTU email account- an email, from the private email account we hold on our records, including their NTU ID number/UCAS Personal ID, and room number (if available).If we cannot resolve a complaint straight away, we will look into it in more detail, however in any event, we will respond within five working days. We will try to provide a full reply, but if this is not possible, an acknowledgement must be sent within this time scale. Within ten working days, we will have fully investigated the complaint and sent a written response. Hopefully we will have resolved the situation. If we are waiting for third party information (e.g. from the police) then we may take longer than days to complete an investigation. We will make sure you receive an update after 10 days.
If your complaint has not been resolved?If the student has any further queries or concerns they will be advised to contact the Head of Accommodation directly.
If you’ve got any questions or feedback, please get in touch with us.
Student Accommodation Services
Student Services Centre
Monday to Thursday: 8.30 am – 5 pm
Friday: 8.30 am – 4 pm
Write to us
Student Accommodation Services
Tel: +44 (0)115 848 2894
Monday to Thursday 8.30 am – 5 pm
Friday 8.30 am – 4 pm
You can reach the Student Accommodation Services team at email@example.com.
Monday to Thursday: 8.30 am – 5 pm
Friday: 8.30 am – 4 pm