Complaints Procedure (Landlords)
Cloud Student Homes
Request for Complaint Investigation from a Leaseholder
Leaseholders are the owners of units managed by Cloud Student Homes. The below procedure allows for those leaseholders to make informal and formal complaints where there are not satisfied with an aspect of how the building has been managed or the service they have received. Depending on the nature and severity of your complaint, you may wish to follow an informal or formal complaint route. The procedure is as detailed below, however, should you wish to complain directly to the landlord, Cloud Student Homes will provide landlord correspondence details.
Informal Stage 1:
Many concerns can be resolved informally through giving feedback directly to our Landlord Liaison Team where either Katie Dickinson or Ralph Swift will be able to respond. We welcome any informal discussions, and we promise to listen to any concerns you may have, without the need to start a formal procedure. We will do our utmost to resolve any informal complaints made as soon as possible and will ensure you receive a response within 3 working days in writing. If we need longer to resolve the complaint, we will still respond within 3 working days, even if it is simply to apologise for the fact that you have had to complain, thank you for giving us the opportunity to rectify it for you and to update you or confirm that your complaint is being investigated. Please contact us by telephone or email / letter to raise an informal complaint.
Contact Details to use when raising an Informal Complaint:
Landlord Liaison Team
Cloud Student Homes
The Old Fire Station
Salt Lane
SP1 1DU
Email: landlord@cloudstudenthomes.co.uk
Telephone: 0330 053 5701
Formal Stage 1:
Should an informal approach not have been successful, appropriate, or possible in this instance, please contact us by telephone, email / letter or complete the complaint form Stage 1 below to enable us to investigate your concern. You should raise this concern within 14 days of the matter arising.
To raise a formal complaint please Click Here
If you have any additional documentary evidence to support your complaint, please advise during any telephone conversation with us and / or please submit this with your email / letter or with this form. Evidence submitted should be as concise as possible and relevant to the complaint. Unreasonable quantities of evidence or evidence which is deemed not to be relevant to your complaint, such as unnecessary information about other people, may not be considered. Investigation of your complaint will not commence until you confirm that your supporting documentation is complete.
Cloud Student Homes will appoint a Director or Senior Manager to screen your complaint once received, they will assign a complaint reference number and they will ensure you receive a response within 3 working days in writing, even if it is simply to apologise for the fact that you have had to complain, thank you for giving us the opportunity to rectify it for you and to update you or confirm that your complaint is being investigated. Should we need further information to thoroughly investigate your complaint, we will contact you and ask for this in writing. Where appropriate, we may request a meeting face to face or virtually. Once the Director or Senior Manager has fully investigated your complaint, they will make a decision and consider a remedy, where this is appropriate. We will ensure a full response is given within 15 days of receiving any complaint with a decision on the outcome, a reason for the decision and what the next stage is if the outcome is not satisfactory.
Formal Stage 2:
Should you be dissatisfied with the final outcome, you can request a review of the decision provided you write within 7 days of the date of response you received from a Director or Senior Manager. You may do this if you felt the formal resolution was unreasonable or the availability of new evidence or information has come to light since, which would impact the outcome.
To request an escalation to Stage 2, you will need to reply to the resolution letter/email from the Director/Senior Manager to state your intention to escalate.
We will respond to this second stage complaint within 3 days to acknowledge receipt and within 15 days with a decision on the outcome, a reason for the decision and what the next stage is if dissatisfied. Cloud Student Homes time scales have been fixed to ensure that complaints are dealt with quickly.
Where appropriate, we are open to the use of mediation at any stage of the complaint’s procedure, to ensure that both parties can openly discuss their concerns and that the outcome is agreed by both parties and not imposed upon them. This is a voluntary process and any costs associated with enabling the process would be borne equally by both parties.
Other sources of independent advice which you may find of help depending on the nature of your concern and should you need specific advice are available from LEASE on 0207 832 2500 or through their website www.lease-advice.org or from Citizens Advice on 0800 144 8848 or through their website www.citizensadvice.org.uk.
Final Stage should In-House Complaint Procedures not provide Satisfaction:
If the complainant is still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) then he/she can take the matter up with Ombudsman Services – The Property Ombudsman (TPOS) without charge. Our TPOS membership number is D11272 and the contact details are as follows:
The Property Ombudsman
Milford House
43 – 55 Milford Street
Salisbury
Wiltshire
SP1 2BP
Email: admin@tpos.co.uk
Telephone: 01722 333306
Not Just a Room, We Are Home
You need look no further than Cloud Student homes for safe, secure, hassle-free student accommodation in many cities such as Leicester accommodation, Liverpool accommodation, and Loughborough accommodation. They’re just some of the many locations where you’ll find our modern, fully furnished student homes. We offer premium student accommodation Canterbury, Chester, and many more cities. We have a wide range of first-class rooms and studios. Students will benefit from great rates, all the mod cons of home, onsite facilities, and rent inclusive of all bills and superfast Wi-Fi.
Student homes in cities like Liverpool and Leicester isn’t just about the roof over your head, it’s about living in a safe, secure and hassle free environment…..with quality WiFi of course! With so many options available, we’re sure to be able to find the perfect match for you. Check out our locations and rooms, we’ll be very happy to arrange a viewing for you, or you can book online. You’ll soon discover why so many of our students choose to rebook with us year after year. Our buildings are accredited with the national code for large student developments.
Feel Right at Home with Cloud Student Homes
Here at Cloud Student Rooms, we want all our students to feel right at home. To that end, we’ve created an environment that’s friendly and welcoming where student accommodation Canterbury can feel safe and relaxed. Thanks to our onsite management teams, you’ll always have someone to speak to if you have any problems or queries.
And because we know that juggling costs while studying can be a headache, we’ve made life that little bit simpler for our tenants. You pay your month’s rent, and this will cover all your utilities too, including:
No setting up accounts or paying money to different providers – just one, simple payment; easy! Gas, electricity, WiFi, all looked after. Your building has a dedicated team, no need to contact letting agents to wait ages for responses. Our student app will soon enable you to report maintenance issues and keep track of social events. All of our staff are trained in student welfare and health and safety. If you’d like to learn more about our service and accommodation, full information can be found by clicking on our FAQs section.
All Utilities
No unexpected bills
Superfast Broadband
Superfast broadband included
Secure Building
On-site professional management
Fully Furnished
All our rooms come fully furnished
About Cloud Student Homes
Ending up saddled with accommodation that’s barely fit for human habitation can be a nightmare.
Trust us, we hear you. This is why we set up Cloud Student Homes – to provide student accommodation with affordable, high-spec student accommodation Canterbury. And when it comes to student life, we know that your time spent at Uni is more than just work, work, work. So that you have ample opportunities to let your hair down and enjoy yourself, we’ve purposely cherry-picked the best spots for our accommodation.
No matter what location you choose, you’ll find yourself just a stone’s throw from the city centre where all the action is located. And, of course, you’ll never be too far from your campus either. The team at Cloud Student Homes really are committed to making your stay with us a pleasant one. No matter what issues should arise, you’ll always be able to speak to one of our friendly team who will be more than happy to assist you.
We’ve also made it as easy and affordable as possible to book with us. For instance, subject to meeting the criteria, you can opt to pay for your room in as many as nine installments or you can pay when your loan arrives if you’d prefer. Just email, call or live chat to discuss your options. And with rates as competitive as ours, there’s no reason why you can’t live comfortably while you study.
Your beginning starts here, so make sure you do it right. If you’d like to find out more about our student accommodation Canterbury, call Cloud Student Homes today to speak to a member of our knowledgeable team.
