Complaints Procedure

Feedback is important to us here at LUNA students and whether it is good or bad we hope that you can come to us and that is why we want to hear from you! There are lots of ways to give feedback,

  • Chatting to any of your property team face to face
  • Via Live chat on our website
  • Twitter
  • Facebook

What happens when things go wrong?

Sometimes things go wrong we want you to know that if we ever provide you with a reason to complain then we will do our upmost to put this right for you. LUNA Students really value the opportunity to put things right, to make improvements and to stop it happening again.

Please read below for information on how to make a complaint.

Stage 1. How to complain?

  • In person: If you’re already a resident in our properties, the best and quickest way to resolve your issue is to speak to a member of the property team at reception as we are likely to be able to resolve your issue there and then.
  • By phone on the property number
  • Via email on the property email address when contacting us by email please provide us with the following information: your name and room number (if applicable), contact details, and details of your issue including any actions you have already taken or anyone you have already spoken to.

Stage 2. What happens next?

  • We will investigate your issue thoroughly; a member of the property team will provide a response within 24 hours or the next working day.
  • We will try to resolve your complaint within 7 This may not always be possible as, depending on the complaint, we may have to speak to more people about it or engage with external contractors to assist in resolving the issue. We will keep you informed as to when we aim to resolve the issue if it cannot be resolved within 48 hours.

Stage 3. What if you are not happy with our response?

  • If you are not happy with our reply you should let us know and explain why – we can then arrange for the manager to contact you directly to discuss.
  • Finally, if you remain unhappy, we will escalate your complaint to a Senior Manager to review and National Code of Standards

Every one of our properties is signed up to the National Code of Standards for Larger Developments. It is a voluntary code and we signed up to it because we are committed to raising the standard, service and quality of student housing.

The Code enjoys the support of lots of organisations including the National Union of Students (NUS), Universities UK and The Accreditation Network UK (ANUK).