Complaints Procedure

Introduction

At Luna Students, we’re committed to providing excellent customer service and ensuring our residents feel supported and listened to. Our aim is to get things right the first time, every time.

But we know that sometimes things don’t go as planned. If that happens, we want to hear from you.

Complaints help us put things right, learn from mistakes, and continually improve the service we provide.

All complaints will be handled with professionalism, courtesy, and respect for your confidentiality.

Our Commitment

  • We will acknowledge your complaint within 2 working days, confirming the name and contact details of the staff member handling it.
  • We will always treat you fairly and listen carefully to your concerns.
  • If we’ve done something wrong, we’ll be open about it, apologise, and explain how we’ll put it right.
  • We’ll use what we learn from complaints to improve our systems and services.
  • We follow the standards of the ANUK/Unipol National Code, of which Luna Students is an accredited member.

What counts as a Complaint?

A complaint is any expression of dissatisfaction with a service we’ve provided, the behaviour of our staff or contractors, or the way we’ve acted (or not acted).

Who Can Complain?

  • Current tenants
  • Prospective tenants
  • Former tenants (within 6 months of tenancy ending)
  • Third parties acting on behalf of a tenant with their consent.

Excluded Complaints

Some issues are not considered complaints under this procedure:

  • A first-time request for a service (e.g. reporting a repair).
  • A request to be released early from your tenancy (please see your tenancy agreement for the cancellation policy).
  • A complaint raised more than 3 months after the issue occurred, unless there are exceptional circumstances.
  • Anonymous complaints (though we will act if the issue raises health, safety, or welfare concerns).
  • Complaints about another resident’s behaviour (these should be raised as an incident report with the property team).
  • Issues being dealt with by another authority (e.g. university or landlord).

How to Make a Complaint

Complaints can be made in the following ways:

  • In person at reception
  • By telephone to the property team
  • By email to the property’s designated inbox
  • By letter to the Property Manager
  • Via an advocate (with written consent)

We will make reasonable adjustments to enable residents with disabilities, language barriers, or other accessibility needs to submit a complaint.

The Complaints Process

Stage 1 – Informal Resolution

  • Please raise your concern as soon as possible with a member of the property team, either in person or by phone.
  • Our team will seek to resolve your complaint immediately or within 2 working days.
  • If your complaint requires investigation, we may ask you to confirm it in writing.
  • If you’re unhappy with the outcome, you can escalate to Stage 2.

Stage 2 – Formal Complaint to Property Manager

  • Submit your complaint in writing (email or letter) to the Property Manager within 10 working days of the Stage 1 outcome.
  • Please explain clearly:
    • What the complaint is
    • What has happened so far
    • Why you are dissatisfied
    • What outcome you are seeking
  • The Property Manager will acknowledge receipt within 2 working days.
  • A full written response will be provided within 10 working days of acknowledgement.
  • If further investigation is required, you will be updated and given a revised timescale (not exceeding 20 working days in total).

Stage 3 – Escalation to Senior Management

  • If you remain dissatisfied, you may escalate in writing to Luna Students’ Senior Management Team via the property team.
  • Your complaint will be reviewed by a senior member of staff not previously involved.
  • Acknowledgement will be sent within 2 working days.
  • A full written response will be provided within 10 working days of acknowledgement (or 20 if complex, with regular updates).

Stage 4 – Independent Review (ANUK/Unipol)

  • If you are not satisfied after completing Stages 1–3, you may refer your complaint to the ANUK/Unipol National Code Complaints Tribunal.
  • ANUK provides an independent review and their decision is binding on members.
  • Details of how to contact ANUK will be provided in our Stage 3 response.

Record Keeping & Monitoring

  • All complaints will be logged in our central system, with details of dates, actions taken, and outcomes.
  • Complaints data is reviewed regularly by Luna Students’ Senior Management Team to identify patterns, trends, and opportunities for service improvement.
  • An annual summary of complaints and lessons learned is reported to stakeholders and used to inform staff training.

Confidentiality & Fairness

  • All complaints will be handled confidentially in line with GDPR.
  • No complainant will be treated less favourably as a result of making a complaint.
  • Staff involved in the subject of a complaint will not investigate it.