Greenwich Student Collective
Complaints Procedure
We want every resident to be happy living here, and when something falls short we would rather hear about it than not. This page sets out how to tell us, what we will do, and how long each step should take. It applies to residents, to people who have booked with us, and to anyone who has dealt with us as a prospective resident.
The Greenwich Student Collective is a subscriber to the National Code of Standards for larger residential developments for student accommodation not managed or controlled by educational establishments. If we cannot put things right between us, you can take the matter to the Code. That route is explained at the bottom of this page.
Stage one: tell us directly
Most things are resolved fastest by raising them with the on-site team, either in person at reception or by email to hello@gsclondon.com. Tell us what happened, when, and what you would like us to do about it.
We will acknowledge your complaint within 2 working days and give you a full response within 5 working days. If we need longer, for example because we have to arrange access to a studio or speak to a contractor, we will tell you why and give you a date.
Stage two: ask for a formal review
If you are not satisfied with the response at stage one, put your complaint in writing to hello@gsclondon.com marked Formal complaint. It helps if you tell us what was unresolved at stage one, rather than starting again.
A manager who was not involved in the original response will review the complaint and reply within 10 working days. The reply will explain what we found, what we are changing, and what we are not able to do.
Stage three: final review
If the matter is still unresolved you can ask for a final review by a director. Write to hello@gsclondon.com within one calendar month of the stage two reply. We will respond within 10 working days. A decision at stage three is our final position.
Complaints made in confidence
You can ask for a complaint to be treated in confidence, and we will share it only with the people who need to see it in order to investigate.
If your complaint is about a member of our staff, you do not have to raise it with that person. Send it to hello@gsclondon.com and say that it concerns a member of staff, and it will be passed straight to a manager who is not the subject of the complaint. The person concerned will not handle your complaint at any stage.
Raising a complaint will never affect your tenancy, your deposit or how we treat you as a resident.
Taking your complaint to the National Code
If you believe we have breached the National Code and we have not put it right through the procedure above, you can complain to the Codes Complaints Investigator. The Code sets standards covering, among other things, marketing and the accuracy of property details, tenancy agreements, repairs and maintenance, facilities, health and safety, building security, deposits, and the handling of complaints themselves.
When you can complain to the Code
You can take a complaint to the Codes Complaints Investigator when all of the following apply:
- you have already raised the issue with us and it has not been resolved, or you have been unable to access our complaints procedure;
- you can show which section and clause of the Code you believe has been breached;
- you can provide supporting evidence.
The Code will normally respond within two weeks, and a breach of the Code should be resolved within four weeks of it being reported. Complaints cannot be made anonymously, because the Investigator needs to look at the specific details and discuss them with us. Neither the complaints process nor the independent Tribunal can award compensation.
How to contact the Codes Complaints Investigator
Full guidance for students is at nationalcode.org/for-students/problems-complaints, and complaints are submitted through the National Code complaint form. The Code also publishes answers to common questions about complaints.
Other routes
Illegal, abusive or threatening behaviour should be reported to the police. If your complaint concerns something your university is better placed to deal with, such as the conduct of another student enrolled there, your students’ union or student support service can advise you.
Make a complaint
Email hello@gsclondon.com or speak to the team at reception. If you would rather talk it through first, that is fine too.