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Got a complaint?

Our Residential Services team want you to be happy where you live, but we understand that things won’t always be right. We’re always working on improving our services, and your feedback can help us with that.

We can’t promise to change things in the way that you’d like, but we’ll always provide you with an explanation of why we do what we do, and will work to make improvements wherever we can.

You can expect us to always be professional and courteous when dealing with complaints, and we’ll try to respond as quickly as we can to any issues you have.

As BU works in partnership with other organisations to provide accommodation, the complaints process can vary. Full details of how to make a complaint relating to your accommodation are provided below.

Which accommodation is your complaint related to?

Home Park / Student Village / Dorchester House / Unilet / LettingsBU / General bookings or finances related to these sites

Complaints (Local Stage)

Stage one

If you have a complaint, in the first instance please discuss this with a member of the team at your accommodation or in the Residential Services office, who will work with you to try and resolve the matter. In this instance this can be either verbal (but polite) or written. Hopefully, we can wrap things up satisfactorily at this stage, but if you are still not satisfied then we can escalate matters to stage two.

Stage two

If you are unhappy about a response you have received at Stage 1 and feel that your complaint warrants further investigation, or the complaint is actually about a member of your accommodation team, then you must submit this in writing to one of our managers. Your letter should contain a clear statement of your concerns, highlighting what has been done to help you up to now, including any supporting documentation, and should also explain how you think your complaint could be best resolved. 

When you are ready to send your written complaint please send this on to a member of the team who has managerial responsibility for the area of service that you are complaining about.

Depending upon the subject of your complaint, you should send your email to accommodation@bournemouth.ac.uk and for the attention of one of the following:

  • Rosalind Lewis – Housing Operations Officer (The Student Village and Unilet Houses)
  • Glenda Brown – General Manager (Dorchester House or Home Park)
  • Stuart Smith – General Manager (LettingsBU service)
  • Naomi Bayliff – Bookings & Administration Officer (Central bookings and rent collection)

Once we receive your complaint we will confirm receipt in writing back to you. If we are unable to respond to the actual issues you have identified at this stage we may request further information from you in order to conduct our investigations. We then aim to investigate and respond to you with you within seven working days with our response, decision and proposed course of action. However, if we require further time after this we will write to keep you updated on progress and the reasons for delay.

Stage three

If you feel that the complaint has not been resolved by the above managers, or if your complaint is about them, then you can contact Robin Walsh, Residential Services Operations Manager walshr@bournemouth.ac.uk. Your complaint must be in writing (as above). Robin will then aim to investigate and respond to you with you within seven working days with a response, decision and proposed course of action. However, if he requires further time after this he will write to keep you updated on progress and the reasons for delay.

Stage four (Central Review Stage)

The stages One to Three, as outlined above, constitute the Local Stage of Bournemouth University’s Complaints Process and should be exhausted prior to escalating your complaint to the Central Review Stage. Further details on the Central Review Stage and how to escalate your complaint can be found on the Important Information page under the Complaints section.

Purbeck House

You should contact the team at your accommodation:

What to do if you’re not happy with the response? 

If you have exhausted the complaints process and are still not satisfied then you can take it further. Unite-Students is signed up to the 'The Code' - Accreditation Network UK (ANUK) Management Code of Practice. As part of this code they are committed to dealing with your complaint in a professional manner. So long as you have exhausted the formal process with Unite-Students and can prove this then you can escalate the matter to ANUK for their consideration. Further information can be found on the ANUK website.

Let BU know

If, at any stage, you would like to let the University know about the issue, you can send an email detailing what the issue is and what has been done to date to resolve this for the attention of Glenda Brown to accommodation@bournemouth.ac.uk. Glenda will then contact your accommodation provider for an update and monitor the progress of your complaint to ensure the University is satisfied it is being dealt with satisfactorily.

Lyme Regis House / Okeford House / Chesil House and Cranborne House

You can find full details of the Campus Living Villages (CLV) complaints process in this document.

You should contact the team at your accommodation:

What to do if you’re not happy with the response? 

If you have exhausted the complaints process and are still not satisfied then you can take it further. CLV is signed up to the ‘The Code’ - Accreditation Network UK (ANUK) Management Code of Practice. As part of this code they are committed to dealing with your complaint in a professional manner. So long as you have exhausted the formal process with CLV and can prove this then you can escalate the matter to ANUK for their consideration. Further information can be found on the ANUK website.

Let BU know

If, at any stage, you would like to let the University know about the issue, you can send an email detailing what the issue is and what has been done to date to resolve this for the attention of Glenda Brown to accommodation@bournemouth.ac.uk. Glenda will then contact your accommodation provider for an update and monitor the progress of your complaint to ensure the University is satisfied it is being dealt with satisfactorily.

Lansdowne Point

You can find full details of the Kaplan Residences complaints process in this document:

You can always contact the team at your accommodation:

What to do if you’re not happy with the response? 

If you have exhausted the complaints process and are still not satisfied then you can take it further. Kaplan is signed up to the ‘The Code’ - Accreditation Network UK (ANUK) Management Code of Practice. As part of this code they are committed to dealing with your complaint in a professional manner. So long as you have exhausted the formal process with Kaplan and can prove this then you can escalate the matter to ANUK for their consideration. Further information can be found on the ANUK website.

Let BU know

If, at any stage, you would like to let the University know about the issue, you can send an email detailing what the issue is and what has been done to date to resolve this for the attention of Glenda Brown to accommodation@bournemouth.ac.uk. Glenda will then contact your accommodation provider for an update and monitor the progress of your complaint to ensure the University is satisfied it is being dealt with satisfactorily.

Corfe House

You can find full details of the Corfe House complaints process in this document:

You should contact the team at your accommodation:

What to do if you’re not happy with the response? 

If you have exhausted the complaints process and are still not satisfied then you can take it further. Derwent-Students is signed up to the 'The Code' - Accreditation Network UK (ANUK) Management Code of Practice. As part of this code they are committed to dealing with your complaint in a professional manner. So long as you have exhausted the formal process with Unite-Students and can prove this then you can escalate the matter to ANUK for their consideration. Further information can be found on the ANUK website.

Let BU know

If, at any stage, you would like to let the University know about the issue, you can send an email detailing what the issue is and what has been done to date to resolve this for the attention of Glenda Brown to accommodation@bournemouth.ac.uk. Glenda will then contact your accommodation provider for an update and monitor the progress of your complaint to ensure the University is satisfied it is being dealt with satisfactorily.

Any other accommodation, e.g. privately rented house

If your complaint relates to any other accommodation other than what is listed above then your contract is going to be with a private landlord. In this instance you should contact your managing agent or landlord to discuss your complaint. The SUBU Advice team can provide you with guidance and support on this if required. For further details visit the SUBU website.