Comments, compliments and complaints

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.

Early resolution

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.

You must let our Early Resolution Officer know about a problem as soon as possible and at least within eight weeks of it happening. It can be difficult for us to help you with a problem, if you do not let us know about it soon enough. If you send a complaint for Early Resolution  after eight weeks it will normally be rejected.

Formal complaint

If, in your opinion, a complaint has not been resolved by Early Resolution or if you believe it is not appropriate for it to be dealt with through Early Resolution, you can make a formal complaint.

If your complaint has already been dealt with by our team through Early Resolution, you must submit your formal complaint no later than ten days after getting your Early Resolution outcome.  If your complaint has not been through Early Resolution, it must be submitted as a formal complaint no later than eight weeks after the events in question.

Full guidance on how to make a formal complaint can be found in the University's Student Complaints guidelines.

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.