Complaints Procedure
AXO Student Living is committed to monitoring and evaluating its services to enhance their quality and ensure that they meet the standards expected by our customers.
We recognise that there may be occasions when this information and feedback mechanisms are not sufficient to deal with problems that may occur from time to time. For this reason, AXO Student Living has a formal Complaints procedure to ensure that complaints and comments are dealt with in an efficient and professional manner.
The complaints procedure aims to:
- be easily accessible.
- resolve complaints informally at the local level wherever possible.
- encourage prompt review and decision making, with established time limits for action.
- ensure a full and fair investigation.
- respect complainants’ desire for confidentiality wherever possible.
- provide an effective response and appropriate redress.
What is a complaint?
Examples of complaints include:
- where the complainant feels a breach of the code has occurred
- unhappiness with the standards of service provided.
- actions or lack of actions by AXO Student Living, its staff, or appointed contractors
Who Can Complain?
- Students (current or previous students)
- A student’s authorised representative – the student must provide written consent to speak to their authorised representative.
- Strategic Partners
How to Complain
- Verbally in person
- Via Email or Hubspot
- Virtual Meeting
- Face to face meeting
- By telephone
Upon Receiving a Complaint
AXO Student Living will:
- Send a written acknowledgement within 3 days of receiving the complaint.
- Manage the complaint in a quick, polite, and straightforward way.
- Investigate the complaint thoroughly and impartially.
- Endeavour to keep the complainant informed at all stages of the process.
- Ensure that students are not disadvantaged in any way by reason of raising the complaint.
- Provide a full and detailed written response within 10 days, or will write to the complainant explaining why we require a longer period to investigate the complaint.
In the first instance, all complaints (Stage One) must be raised informally and directly to the point at which the problem arose via a member of staff on site. Within 72 hours of receiving your complaint, you will be provided with the name and contact details of the person who is dealing with your complaint.
If the complaint relates to a member of staff, then the complaint will be investigated by the National Operations Manager.
All complaints will be investigated within a 10-day period from the date of acknowledgement, and the complainant will be provided with a substantive response. If a longer period is required to allow for in-depth investigation, the complainant will be notified within the first 10 days.
If the informal stage fails to resolve the complaint, the matter will be managed formally. The complainant must send their appeal requesting a review under Stage Two of the complaint procedure too:
On receipt of your formal complaint (Stage Two), you will be notified in writing of the person dealing with your complaint and will be given their contact details. Your formal complaint must be made within twenty working days of the incident giving rise to the complaint.
The complaint will be acknowledged within 72 hours, and a full investigation will be undertaken within the next ten working days. A full and substantive response will be provided within 10 days.
If a complainant remains dissatisfied with the outcome of the Stage 2 response, they may submit a request for a review of the Stage 2 decision.
The Stage 3 complaint must be submitted to the Managing Director within ten working days of the date of the Stage 2 outcome.
Documents must be submitted via email to Complaints@axostudent.co.uk or sent to:
Managing Director
United Student Management Ltd t/a AXO Student Living
AXO Waterloo, 2-3 Secker Street
London SE1 8UF
The complaint will be acknowledged within 72 hours of its receipt, and a review will be undertaken within ten working days. The complainant will be notified in writing of the outcome of the review.
Should the complainant still be unhappy with the outcome of the complaint, then they have the right to register their complaint through the National Code. Full details of how to complain can be found at:
The complaints process | Unipol Student Homes (nationalcode.org)
The National Codes contact at AXO Student Living is Sharon McEntegart, National Operations Manager.