Feedback and Complaints Policy

At Student Roost, we welcome all kinds of feedback and encourage our residents to speak openly about their experience of living with us. We take any complaints very seriously and all complaints are managed fairly and transparently, with any investigations that are required completed thoroughly and without delay.

If there is something we can do to improve your living experience, we recommend speaking to your property team in the first instance. Our teams are there to support you and can resolve most matters promptly. If you would like to formally submit feedback, please use our Feedback Form and select the property that relates to you.

1. The more we know, the better, so please provide us with as much detail as you can, including specific dates, times and people involved.

2. If you have included your contact information, you will receive an acknowledgement to state that your feedback has been received.

3. You will receive an acknowledgement within 3 days and a full response within 10 days, following an investigation if required.

4. You can discuss the outcome of your feedback with the Property Management Team and if further investigation or escalation is required, this will be arranged.

If your feedback or complaint is regarding Fire Safety in your building, please contact [email protected]

Student Roost will seek to resolve any complaint as soon as possible, with a reasonable outcome for all those involved.

Student Roost is accredited by the National Code. If you are not satisfied with the final outcome presented by Student Roost, or if you have not received an outcome within 28 working days, you can escalate to the National Code.

FAQs:

Do I have to submit a Feedback Form?

In the first instance, we recommend speaking to your property team as most concerns can be resolved without the need to formally submit our Feedback Form. However, if further information, or escalation, is required, we recommend completing the form.

Can I give confidential or anonymous feedback?

When you complete the form, you’ll be asked to submit your information, however this is not mandatory. We do recommend telling us who you are so we can reach out and support you with a resolution, where required.

Your feedback is completely confidential and will be dealt with by the Property Management Team in the first instance. If you do not wish this to be the case, you can select ‘Birmingham > Student Roost’ when completing the form. This will direct your form to a centralised location.