Complaints Procedure Complaints Procedure

If your complaint is a maintenance issue, please email your problem to the maintenance team at jobdone@uea.ac.uk. If you are facing delays with your maintenance problem then please email accom@uea.ac.uk and we will contact the maintenance team on your behalf to resolve the delay.

For all other suggestions and complaints, please contact us via one of the following routes:

Please leave your name and contact details if you would like a response to your suggestion. We endeavour to respond within 5 working days.

You may also wish to refer to the Accommodation terms and conditions of licence

Informal complaint to staff in the Accommodation Office Informal complaint to staff in the Accommodation Office

If you are unhappy with your room or service provided this is the first stage in trying to resolve the problem. Please feel free to come into the Accommodation Office or to contact us by phone or email to discuss your complaint. If possible, please address the member of the Accommodation Office staff who is most directly concerned with the issue. This is likely to be the Student Accommodation Coordinator who manages your residence. Staff will be happy to deal with complaints raised on an informal basis, but if you feel unable to approach the individual directly you may prefer to put your complaint in writing.

Formal complaint Formal complaint

Stage 1: Written complaint

If you feel unable to approach the person who is directly responsible, or if you consider that the matter has not been satisfactorily resolved, you should put your complaint in writing. Please give as much detail or background information as possible. You should receive an answer within 5 working days of receipt of the complaint, although this may be in the nature of a holding letter if a detailed investigation is required.

Stage 2: Escalation to senior staff

If you are not satisfied with the initial response you receive, we can escalate your complaint to a senior member of staff, either the UEA Accommodation Manager or Deputy Manager.

Stage 3: Formal complaint

If you do not feel your complaint has been dealt with, you are welcome to submit a non-academic complaint.