What to do if you have a query or complaint, or would like to appeal a decision we've made

To help us maintain and monitor our services, our halls signed up to the codes for student accommodation. To read a summary about what this means for you, download: The Student Accommodation Code leaflet [PDF]

If you're not satisfied with the resolution of your complaint, they will provide you with the next steps. 

 

If you're in LSE halls, visit: Student Accommodation Code (UUK Code)

 

If you're in urbanest, Sanctuary Students or Unite halls, visit: National Code assured accommodation (ANUK/Unipol)

If you are unhappy with a decision we made, you have the right to appeal. For more details, visit The Student Accommodation Disciplinary Code [PDF].

Appeals procedure and schedule

How to make an appeal

• contact the Head of Residential Life or their nominee within two weeks of receipt of a decision under the Licence Agreement and Residences Regulations
• set out your appeal in writing and provide supporting evidence

For Residential Life contact details, visit: RCSD people and teams

How we assess your appeal

The Head of Residential Life or their nominee will hear your appeal by reviewing the relevant paperwork. Appeals are generally heard and a decision made on the following grounds:

• i) the procedure and process was not conducted in accordance with the Licence Agreement and Residence Regulations;
• ii) new and compelling evidence has become available which was not, and could not, have reasonably made available at the time the case was considered, and
• iii) the penalty imposed is disproportionate to the breach.

What happens next

You will receive a decision within ten working days of receipt of the appeal. Decisions made under the right of appeal procedure are final.