Comments, compliments and complaints

We value and recognise the importance of our customer comments, compliments and complaints as they help us 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 completing our feedback form.

  • 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 you are not happy with the result you should go to the University Complaints Procedure to seek a resolution. The stages are listed below.

Stage 1

Early Resolution is there to solve straightforward problems quickly. Every School and service will have at least one Early Resolution Officer (sometimes called the ERO), plus one or more deputies, who are there to help students resolve issues. For example, they might meet with a student to discuss a problem, contact other staff to help deal with an issue. Whatever approach is used, you will be provided with a written follow-up, normally via email. Early Resolution Officers can often help simply by giving students a space to talk about their concerns and then giving an on-the-spot explanation for the reasons for the problem or what can be done. Simply email earlyresolution.accommodation@keele.ac.uk

Stage 2

If, in your opinion, a complaint has not been resolved at Stage 1 or if it is not appropriate for it to be dealt with at Stage 1, you should refer to the University's COMPLAINTS PROCEDURE (Regulation26) Guidance Notes - Keele University.  

Stage 3

Further details are available under Regulation 26 on the University web pages (see Stage 2). 

What you can expect from the 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.