IMPORTANT: 2026/27 accommodation bookings can only be made directly through Optivo Students. More information.

Complaints

Complaints Procedure

Starting a complaint

At Optivo Students, we are committed to providing a high standard of service to all residents. We recognise that, from time to time, things may go wrong. When this happens, we want to know so that we can resolve the issue as quickly as possible and use your feedback to improve our services.

If something is wrong within your accommodation, such as a maintenance issue, cleaning concern, or another operational matter, please contact your accommodation team directly using the contact details provided for your building. We’ll acknowledge your request within 5 working days of receiving it and provide a full response within 10 working days.

If you are not satisfied with the outcome or how your issue has been handled, you may raise a formal complaint.

A formal complaint is appropriate when:

  • You are dissatisfied with the service you have received.
  • You believe we have failed to meet our obligations or published standards.
  • Your issue has not been resolved through the service request process.

Complaints can be submitted in writing by emailing your accommodation team.

Upon receiving your complaint, we will:

  • Acknowledge your complaint within 5 working days.
  • Investigate the matter thoroughly.
  • Provide a substantive written response within 10 working days of receipt of your complaint.

If additional time is required to investigate your complaint, we will keep you informed and provide an updated timescale for our response.

 

If you remain dissatisfied

If you are unhappy with the outcome of your complaint, you may request that it be reviewed by a senior member of the team. We will explain the escalation process and any further steps available when we issue our response.

 

National Codes Administrator

If you remain dissatisfied after exhausting our complaints procedure, you (or your representative) may refer your complaint to the National Codes Administrator where:

  • You believe the complaint relates to a breach of the ANUK National Code of Standards; and
  • You remain dissatisfied after completing our complaints process.

Complaints to the National Codes Administrator must:

  • Be submitted in writing.
  • Be made within six months of the end of your tenancy or licence agreement.

Further information about the National Codes Administrator and the ANUK National Code can be found at: https://www.nationalcode.org/for-students/problems-complaints/

 

Further information on our complaints process can be found at https://www.southernhousing.org.uk/managing-your-home/compliments-complaints/our-complaints-process