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Got a complaint?

Our Residential Services team want you to be happy where you live, but we understand that things won’t always be right. We’re always working on improving our services, and your feedback can help us with that.

We can’t promise to change things in the way that you’d like, but we’ll always provide you with an explanation of why we do what we do, and will work to make improvements wherever we can.

You can expect us to always be professional and courteous when dealing with complaints, and we’ll try to respond as quickly as we can to any issues you have. It is normally expected that a student who wishes to make a complaint will submit the complaint in writing within one calendar month of the incident that is the cause for complaint. (Please see below for whom to contact.)

As BU works in partnership with other organisations to provide accommodation, the complaints process can vary. Full details of how to make a complaint relating to your accommodation are provided below.

Which accommodation is your complaint related to?

Home Park / Student Village / Dorchester House / Unilet / LettingsBU Fully-Managed / General bookings or finances related to these sites

If you live in this accommodation then your point of contact for any complaint is Bournemouth University. 

Complaints (Local Stage)

Stage one

If you have a complaint, in the first instance please discuss this with a member of the team at your accommodation and/or in the Residential Services office, who will work with you to try and resolve the matter. In this instance this can be either verbal (but polite) or written. 

Hopefully, we can wrap things up satisfactorily at this stage but if you are still not satisfied then we can escalate matters to stage two.

Stage two

If you are unhappy about a response you have received at Stage 1 and feel that your complaint warrants further investigation, or the complaint is actually about a member of your accommodation team, then you must submit this in writing to one of our managers within 10 days of the date of the stage 1 response. Your letter should contain a clear statement of your concerns, highlighting what has been done to help you up to now, including any supporting documentation, and should also explain how you think your complaint could be best resolved. 

When you are ready to send your written complaint please send this on to a member of the team who has managerial responsibility for the area of service that you are complaining about.

Depending upon the subject of your complaint, you should send your email to accommodation@bournemouth.ac.uk for the attention of one of the following:

  • Glenda Brown - Housing Operations Manager (Student Village, Dorchester House & Home Park)
  • Stuart Smith - General Manager (Unilet & LettingsBU)
  • Naomi Bayliff – Bookings & Administration Officer (Central bookings and rent collection)

Once we receive your complaint we will confirm receipt in writing back to you. If we are unable to respond to the actual issues you have identified at this stage we may request further information from you in order to conduct our investigations. We then aim to investigate and respond to you within 20 working days with our response, decision and proposed course of action. However, if we require further time after this we will write to keep you updated on progress and the reasons for delay.

Stage three

If you feel that the complaint has not been resolved by the above managers, or if your complaint is about them, then you can contact Robin Walsh, Residential Services Operations Manager walshr@bournemouth.ac.uk. Your complaint must be in writing (as above). Robin will then aim to investigate and respond to you with you within seven working days with a response, decision and proposed course of action. However, if he requires further time after this he will write to keep you updated on progress and the reasons for delay.

Stage four (Central Review Stage)

The stages One to Three, as outlined above, constitute the Local Stage of Bournemouth University’s Complaints Process and should be exhausted prior to escalating your complaint to the Central Review Stage. Further details on the Central Review Stage and how to escalate your complaint can be found on the Important Information page under the Complaints section.

Purbeck House

If you live in Purbeck House you should contact the Unite team at your accommodation.

You can go to reception and talk to a member of staff, email bournemouth@unitestudents.com or call 01202 58958

Further information on the Unite Complaints process can be found at Unite Students Feedback & Complaints web page

What to do if you’re not happy with the response? 

If you have exhausted the Unite complaints process and are still not satisfied then you can take it further. Unite is signed up to the 'The Code' - Accreditation Network UK (ANUK) Management Code of Practice. As part of this code they are committed to dealing with your complaint in a professional manner. So long as you have exhausted the formal process with Unite and can prove this then you can escalate the matter to ANUK for their consideration. Further information can be found on the ANUK website.

Let BU know

If, at any stage, you would like to let the University know about the issue, you can send an email detailing what the issue is and what has been done to date to resolve this for the attention of Glenda Brown to accommodation@bournemouth.ac.uk. Glenda will then contact Unite for an update and monitor the progress of your complaint to ensure the University is satisfied it is being dealt with satisfactorily.

Lyme Regis House / Okeford House / Chesil House and Cranborne House

If you live in one of these sites then you should contact your Campus Living Villages (CLV) team at your accommodation: 

You should contact the team at your accommodation:

You can find full details of the CLV complaints process here:

What to do if you’re not happy with the response? 

If you have exhausted the CLV complaints process and are still not satisfied then you can take it further. CLV is signed up to the ‘The Code’ - Accreditation Network UK (ANUK) Management Code of Practice. As part of this code they are committed to dealing with your complaint in a professional manner. So long as you have exhausted the formal process with CLV and can prove this then you can escalate the matter to ANUK for their consideration. Further information can be found on the ANUK website.

Let BU know

If, at any stage, you would like to let the University know about the issue, you can send an email detailing what the issue is and what has been done to date to resolve this for the attention of Glenda Brown to accommodation@bournemouth.ac.uk. Glenda will then contact CLV for an update and monitor the progress of your complaint to ensure the University is satisfied it is being dealt with satisfactorily.

Lansdowne Point

If you live in Lansdowne Point you should contact your Kaplan Residences team at your accommodation:

You can find full details of the Kaplan Residences complaints process in this document:

What to do if you’re not happy with the response? 

If you have exhausted the Kaplan Residences complaints process and are still not satisfied then you can take it further. Kaplan is signed up to the ‘The Code’ - Accreditation Network UK (ANUK) Management Code of Practice. As part of this code they are committed to dealing with your complaint in a professional manner. So long as you have exhausted the formal process with Kaplan and can prove this then you can escalate the matter to ANUK for their consideration. Further information can be found on the ANUK website.

Let BU know

If, at any stage, you would like to let the University know about the issue, you can send an email detailing what the issue is and what has been done to date to resolve this for the attention of Glenda Brown to accommodation@bournemouth.ac.uk. Glenda will then contact Kaplan for an update and monitor the progress of your complaint to ensure the University is satisfied it is being dealt with satisfactorily.

Corfe House

If you live in Corfe House you should contact your Student Roost team at your accommodation:

Further information on the Student Roost Complaints process can be found on their Feedback & Complaints webpage

What to do if you’re not happy with the response? 

If you have exhausted the complaints process and are still not satisfied then you can take it further. Student Roost is signed up to the 'The Code' - Accreditation Network UK (ANUK) Management Code of Practice. As part of this code they are committed to dealing with your complaint in a professional manner. So long as you have exhausted the formal process with Student Roost and can prove this then you can escalate the matter to ANUK for their consideration. Further information can be found on the ANUK website.

Let BU know

If, at any stage, you would like to let the University know about the issue, you can send an email detailing what the issue is and what has been done to date to resolve this for the attention of Glenda Brown to accommodation@bournemouth.ac.uk. Glenda will then contact Student Roost for an update and monitor the progress of your complaint to ensure the University is satisfied it is being dealt with satisfactorily.

Bailey Point

If you live in Bailey Point you should contact The Student Housing Company team at your accommodation:

You can go to reception and speak to a member of the team, email baileypoint@thestudenthousingcompany.com or call or call 01202 941 315

Further information on The Student Housing Company's complaints process can be found on their Complaints Policy webpage

What to do if you’re not happy with the response? 

If you have exhausted the complaints process and are still not satisfied then you can take it further. The Student Housing Company is signed up to the 'The Code' - Accreditation Network UK (ANUK) Management Code of Practice. As part of this code they are committed to dealing with your complaint in a professional manner. So long as you have exhausted the formal process with The Student Housing Company and can prove this then you can escalate the matter to ANUK for their consideration. Further information can be found on the ANUK website.

Let BU know

If, at any stage, you would like to let the University know about the issue, you can send an email detailing what the issue is and what has been done to date to resolve this for the attention of Glenda Brown to accommodation@bournemouth.ac.uk. Glenda will then contact The Student Housing Company for an update and monitor the progress of your complaint to ensure the University is satisfied it is being dealt with satisfactorily.

Any other accommodation, e.g. privately rented house

If your complaint relates to any other accommodation other than what is listed above then your contract is going to be with a private landlord. In this instance you should contact your managing agent or landlord to discuss your complaint. The SUBU Advice team can provide you with guidance and support on this if required. For further details visit the SUBU website.