Complaints Procedure (Students)
CLOUD STUDENT HOMES COMPLAINTS PROCEDURE
At Cloud Student Homes we aim to resolve all complaints in the first instance on site, and we advise all students to raise any issues to their Accommodation Team by emailing the site directly.
When a complaint is received the stages detailed below must be adhered to on every occasion.
Firstly, complaints will be dealt with by the Accommodation Team, therefore any correspondence received by any other team will be forwarded in the first instance to your Residence Team.
To ensure all complaints are taken into consideration the following stages are followed:
- All new complaints are dealt with initially by the Accommodation Team on site. These complaints will need to be investigated however we aim to respond to the complainant within 10 working days. If the student is not satisfied with how the complaint has been handled and wishes to escalate this, or if the Accommodation Team deem appropriate this will be sent to the Operations Manager.
- Any escalated complaints will then be investigated by the Operations Support Manager, who will investigate the complaint and its handling, we aim to respond to the complainant within 10 working days of receiving the request for escalation If the student is not satisfied with how the complaint has been handled and wishes to escalate this, or if the Operations Support Manager deems appropriate this will be sent to the Head of Operations.
- Any escalated complaints will then be investigated by the Head of Operations, who will investigate the complaint and its handling, we aim to respond to the complainant within 10 working days of receiving the request for escalation.
- Any final escalated complaints will be investigated by the Director or Company CEO, who will investigate the complaint and its handling. The student will be notified of the final decision within 10 working days of receiving the request for escalation.
Cloud Student Homes aims to resolve a problem before it becomes a complaint and ensure that the student experience is at its highest.
Head Office / Operations Office; Old Fire Station, Salt Lane, Salisbury, SP1 1DU
00 44 330 053 5701
To provide feedback – please click HERE to contact us directly
As Cloud Student Homes is an accredited member of the ANUK Code of Standards; if you continue to be dissatisfied by the outcome (or for failures to correct a breach) then you have the opportunity to discuss with the administrator further.
More Than a Room. We are Cloud Student Homes.
At Cloud Student Homes, we provide safe, secure, and hassle-free student accommodation across multiple UK university cities. From modern en-suite rooms to fully furnished studios, our properties are designed to give you everything you need to feel at home.
Enjoy great value with all bills included, superfast WiFi, and access to excellent on-site facilities. Wherever you choose to live, you’ll benefit from a comfortable, well-managed environment built around student needs.
Housing students for over 10 years in major university cities such as Liverpool, Sheffield, Newcastle, and Leicester, and with a wide range of room types on offer, finding your perfect fit is easy. Book online or arrange a viewing today and see why so many students choose to stay with us year after year.
All our buildings are ANUK and National Code accredited, giving you peace of mind as you start your Cloud journey.
Feel at Home with Cloud Student Homes
Here at Cloud Student Homes, we want all our students to feel right at home. With that mission in mind, we’ve created a friendly and welcoming environment in each of our properties where students can feel safe, relaxed, and productive. Thanks to our on-site 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 gas, electric, water, and WiFi.
Cloud has on-site accommodation and maintenance teams, meaning you’ll always have someone on hand to deal with your issues and don’t need to wait for a landlord to take action. Even better, our handy app enables you to report maintenance issues, contact your accommodation manager, and keep track of social events happening in your building, making your stay as comfortable and as enjoyable as possible.
All Utilities
No unexpected bills
Superfast Broadband
Superfast WiFi included
Secure Building
On-site professional management
Fully Furnished
All our rooms come fully furnished
What to Expect from Cloud Student Homes
Cloud Student Homes was established to provide affordable, high-spec student accommodation. We understand that student life is about more than just studying, which is why we’ve carefully selected prime locations at the heart of the cities and towns we operate in – while keeping you close to your university campus.
We’ve also made booking with us as simple and flexible as possible. Subject to meeting the criteria, you can choose to pay for your room in up to nine instalments, or align payments with your student loan – whichever suits you best. Our team is always on hand to help, whether by email, phone, or our online chatbot, to discuss the options available to you. And with rates as competitive as ours, there’s no reason you can’t live comfortably while you study!
Your university experience starts here, so make sure you get it right. To find out more about our student accommodation, contact Cloud Student Homes today and speak to a member of our knowledgeable team.
