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Essentials Accommodation University accommodation How can we help Complaints Procedure and Customer Care Charter

What to expect from our service and how to complain

If you experience any issues whilst in hall, our 24/7 Halls Hotline is your first point of call. You can contact them 24 hours a day on 0800 029 1984, or you can get in touch via e-mail at reading.helpdesk@upp-ltd.com. All tickets are logged and you will receive a reference number for your call.

How to complain

If you have previously contacted us about an issue or concern and are dissatisfied with how we have helped you with this, then we need you to tell us about it through the complaints procedure, which starts at a Stage 0 complaint.

To register a complaint, you should email the Halls Hotline via reading.helpdesk@upp-ltd.com. A complaint will only be accepted within one month of the relevant matter occurring.

What do I need to do?

  • Be specific about the problem
  • Describe the problem succinctly
  • Provide supporting documentary evidence where available and appropriate
  • State the outcome requested – be clear and realistic

You may request to meet the accommodation staff in person to discuss your issue or concern.

A complaint will usually result in one or more of the following outcomes:

  • A solution to the issue or concern
  • An explanation where the desired outcome cannot be achieved
  • An apology, where appropriate
  • UPP or the University may deem that it is not appropriate to consider the issue or concern as a Stage 0 complaint, and will direct the student to submit a formal Stage 1 complaint within five working days.

Where it is reasonable to do so, or at the request of the student, we will issue a written outcome of this stage of the procedures within five working days.

I’m not happy with this outcome, what can I do now?

If you are dissatisfied with the Stage 0 outcome and wish to pursue a formal complaint, or if we have deemed it inappropriate to consider the issue informally, you should submit a formal complaint by submitting a Stage 1 complaint form within five working days after receiving the Stage 0 outcome.

Customer Care Charter

UPP are the leading UK provider of on campus student accommodation and are working in partnership with the ºÚÁϳԹÏÍø to deliver the highest standards of service to our customers. We aim to create a safe and secure environment where students can quickly feel at home.

Our commitment to you
We aim to provide you with the highest possible level of service and professionalism. This charter sets out the standards you can expect from our staff. If you feel we have failed to meet any of these standards, please tell us. We are continually looking at ways to improve our service and we welcome your views on how we can achieve this. There are food and feedback sessions, run by the home at halls team. You can also send feedback via the home at halls app or you can email us with your ideas at accommodationonline@reading.ac.uk.

 


Our staff will:

  • ensure your health and safety if of upmost importance
  • be responsible looking after our customers by always doing our job to the best of our ability
  • be prompt, polite and helpful
  • provide an inclusive service to all residents
  • be respectful, treat you with fairness and be responsive to your individual needs
  • be trained to give you advice and assistance, and be able to escalate your queries to the most appropriate department