Feedback - Keele University
Holly Cross Banner  

Why Keele?

Grounds for Greatness

“Once you’ve been here for even just a week, you’ll never want to leave!”

Keele Overview Video

Accommodation

Comments, Compliments and Complaints

We value and recognise the importance of our customer comments, compliments and complaints and welcome them.  Any feedback given to us will be used to improve the service we provide.

We hope you are enjoying your time on campus.  Your halls team is there to make sure that everything runs smoothly, but sometimes we don't get it right and sometimes things can go wrong.

You can let us know your comments or compliments by email:  accommodation@keele.ac.uk

  • To let us know what you think about our service

  • You have ideas on how we can improve

  • You would like to let us know that you are pleased with the service or facilities

If you want to make a complaint

If this happens, you can let us know in a number of ways, so that we can sort things out as soon as possible. In the first instance, you should contact your Accommodation Services Manager to try and sort out the problem informally – their contact details are on your Room Information Card and on the Halls of Residence web pages.  

If not you should then go to the University Complaints Procedure to seek a resolution.  The stages are listed below.

 

Stage 1

If, in your opinion, a complaint cannot be resolved immediately and informally with the Accommodation Services Manager, then you can make a complaint formally within a reasonable period of time by:

  • The Student Accommodation Office will acknowledge the complaint within 5 working days and will notify you of who will be dealing with your complaint.  This will usually be the Head of Accommodation Services.   
  • The person dealing with your complaint will contact you and notify them of any action being taken, and give a date by which the investigation will be complete.  If the investigation cannot be completed by the expected date, the person dealing with the complaint will let you know.
  • When the investigation is complete the person dealing with your complaint will write to you with the details.  If the complaint is upheld an indication of the outcome should be given.

 

Stage 2

If you are dissatisfied with the outcome of your complaint, further information is available at COMPLAINTS PROCEDURE (Regulation26) Guidance Notes - Keele University

  • You can write to the Head of Accommodation to request a review, setting out the dissatisfaction along with the findings of the formal investigation.  Your request must be submitted within 3 months of the written response to the formal complaint.  Alternatively you can submit your complaint to the Assistant Director – Student & Commercial Services.
  • The Assistant Director – Student & Commercial Services will respond to the complaint in writing with details of the findings and will indicate if the complaint is upheld and what the outcome will be.

 

Stage 3

If you are not satisfied at the end of stage 2, you should refer to the University complaints procedure for further information.

What you can expect from our Complaints Procedure

  1. You will be kept informed about progress in resolving the issue
  2. All complaints are taken seriously and every effort will be made to resolve things as soon as possible
  3. If you make a serious complaint, it will be handled with sensitivity and confidentiality
  4. All feedback will be used to assist with our ongoing improvements