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 with their Accommodation Team by emailing the site directly, by phone, in person, or by arranging a virtual meeting, whichever is easiest for you.
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.
You can raise a complaint in confidence at any stage. If your complaint relates to the conduct of a member of staff, that member of staff will play no part in considering it. You may also ask an authorised representative (for example a parent or guardian) to raise or discuss a complaint on your behalf, provided you have given your written consent for us to share information with them, an email confirming this is sufficient.
To ensure all complaints are taken into consideration the following stages are followed:
Stage 1 – Accommodation Team
All new complaints are dealt with initially by the Accommodation Team on site. We will acknowledge your complaint within 3 working days and aim to provide a full response within 10 working days. If the matter is complex, we will write to you within that 10 working days to explain why more time is needed and to give you an expected date for a full response. If you are not satisfied with how the complaint has been handled and wish to escalate this, or if the Accommodation Team consider it appropriate, the complaint will be sent to the Regional Operations Manager.
Stage 2 – Regional Operations Manager
Any escalated complaints will then be investigated by the Regional Operations Manager, who will review the complaint and how it was handled. We aim to respond to you within 10 working days of receiving the request for escalation. If you are not satisfied with how the complaint has been handled and wish to escalate this, or if the Regional Operations Manager considers it appropriate, the complaint will be sent to the Head of Student Operations.
Stage 3 – Head of Student Operations
Any escalated complaints will then be investigated by the Head of Student Operations, who will review the complaint and how it was handled. We aim to respond to you within 10 working days of receiving the request for escalation.
Stage 4 – Director or Company CEO
Any final escalated complaints will be investigated by the Director or Company CEO, who will review the complaint and how it was handled. You will be notified of the final decision within 10 working days of receiving the request for escalation.
Where we agree a settlement with you at any stage, we will honour the agreed outcome within 10 working days.
Cloud Student Homes aims to resolve a problem before it becomes a complaint and to ensure that the student experience is at its highest.
Contact us
Head Office / Operations Office: Old Fire Station, Salt Lane, Salisbury, SP1 1DU
00 44 330 053 5701
info@cloudstudenthomes.co.uk
To provide feedback, please click HERE to contact us directly.
If your complaint is not resolved
Cloud Student Homes is an accredited member of the ANUK/Unipol National Code of Standards. If, having completed the stages above, you remain dissatisfied, or if we have not responded to your complaint within 28 days of it being lodged with us, you can refer the matter to the Codes Complaints Investigator. You can find out more about the National Code’s own complaints process, and submit a complaint online, at nationalcode.org.
Affordable Student Housing Across the UK
At Cloud Student Homes, we offer purpose-built student accommodation across many of the UK’s university towns and cities. From modern en-suites 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.
Great Value, Professionally Managed Student Accommodation
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
Student Accommodation with All Bills Included
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.
