Accommodation Customer Care

Our service to you will be: 

• Providing safe, clean, maintained and comfortable living environments for students.
• Delivering a quality, intentional service, focused on developing positive outcomes for students.
• Responding to all enquiries within a given timeframe promptly and in a professional manner.
• Providing informed advice and support regarding private accommodation where appropriate.
• Handling all financial transactions in a compliant and safe manner.
• Participating in regular training to ensure we are effective and accessible to a diverse student community and to embrace any changes which will improve the services we provide.
• Valuing privacy and treating all personal information confidentially.
• Providing you with systems, tools and skills to solve your own problems and be self-sufficient. 

Our promise to you: 

• To act in a genuine, transparent, friendly and professional manner. 
• To develop authentic partnerships focused on positive outcomes. 
• To work proactively on maintaining our accommodation, but to work quickly and positively to rectify anything that goes wrong. 
• To ensure that our staff are carefully selected, supported and developed to deliver our service. 
• To actively listen, review and act appropriately on all feedback and suggestions. 
• To apologise if we make a mistake. 

You can help us by: 

• Being polite, honest, courteous, mature and patient.
• Responding to requests in a timely manner.
• Providing factual, accurate and timely information to clarify your need upfront.
• Informing us of any changes in your requirements.
• Respecting the safety, privacy and needs of all others.
• Taking responsibility for your actions and learning.