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Can I see the Code in action?

 

Case studies

 

Each year members of the code have to submit details of any complaints that have had to be escalated to the senior management of the institution.  Below are a few examples of recent complaints that have been received and the outcomes.

     

 General:

 

Complaint

 

Student X was unhappy with the overall a standard of accommodation offered. Issues included problems with the fridge and freezer, shower and tensions with the cleaning staff. A complaint was then made to the Accommodation Service

 

Response

 

The HEE complaint investigation was undertaken by the Accommodation Service.
The fridge and freezer were replaced, cleaning staff were moved to alternative hall and the shower problems were to be fixed within an agreed timescale.
Compensation for student X also being addressed

 

UUK Resolved

 

No need for UUK/GuildHE Code involved as the complaint was dealt with fully using the HEE's procedures

 

 

Maintenance and Repairs:

 

Complaint

 

Student Y’s boiler had broken and felt it had not been dealt with in an acceptable timeframe.

 

Response

 

HEE complaint investigation was undertaken. It was found that repairs were delayed due to an administration error and then further by the discovery of asbestos. Compensation was offered but declined. The complaint was escalated within the HEE complaints procedure. Higher offer of compensation was offered and accepted. Repairs were completed

 

UUK Resolved

 

No.
Although there was a need to escalate the complaint it was still successfully dealt with fully using the HEE's procedures

 

 

Anti-social Behaviour and Disciplinary Procedures:

 

Complaint

 

Student Z complained that the students in the adjoining flat were constantly complaining about him to Accommodation Manager and he felt that this was starting to affect his studies. Student Z requested to move out and for a refund of accommodation fees and that a review of the HEE's customer care policy be undertaken.

 

Response

 

Complaint was not dealt with satisfactorily

 

UUK Resolved