Accommodation Customer Care

Accommodation Customer Care Charter

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.