Feedback & Complaints
How to share feedback or make a complaint at Portchester House
We aim to deliver a professional service at Portchester House student accommodation, applying high standards of courtesy, efficiency and reliability. We continually strive to improve by seeking feedback from our student residents to help us to understand and meet your needs.
We welcome the opportunity to resolve any issues you may have if you feel that our level of service has not met these standards, and our Complaints Procedure provides guidance on taking your concerns further.
Complaints procedure
Stage 1:
On any matter where you feel Get Living has not acted promptly or efficiently during your stay at Portchester House, please raise the issue by telephone, email or letter with a member of the Portchester House team who has not been directly involved with the issue. Find our telephone number, email and address on our Contact Us page.
Telephone complaints will be responded to by telephone within 1 working day. The matter will be acknowledged and we hope will be resolved during the telephone conversation. If you are unsatisfied with the outcome, you will be asked to put your complaint in writing to us.
Written complaints should be made by email to hello@portchesterhouse.com. You will receive an email to confirm that we have received your complaint within 3 working days. An investigation will then begin and the outcome will be sent to you within 15 working days via email. In exceptional cases, where the timescale needs to be extended past 15 working days, you will be kept fully informed and an explanation as to why will be provided.
The whole process (from the point your first written complaint is made to the final response from us) will take no longer than 8 weeks.
Stage 2:
If the actions we have taken have not resolved the situation to your satisfaction, please let the person who is dealing with your complaint know by email or letter. Your complaint will then be escalated and reviewed again by the General Manager. They will respond with the results of this review within a further 5 working days. You will be given the opportunity to meet with the General Manager in person as part of the review process should you wish.
In the unlikely event that you remain dissatisfied with the General Manager’s review, please inform them immediately. Your complaint will then be escalated and reviewed by the Director of Neighbourhoods at Get Living who will review and respond with a final review within a further 10 working days.
Stage 3:
If you remain dissatisfied after our final review, you may escalate your complaint to The Property Ombudsman (TPO) which is a Government approved independent redress scheme. The scheme’s contact details are as follows:
The Property Ombudsman Limited, Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP
Tel: 01722 333306
Get Living are also members of ARLA Propertymark and you are entitled to make a complaint to them at:
ARLA Propertymark, Arbon House, 6 Tournament Court, Edgehill Drive, Warwick, CV34 6LG
Tel: 01926 496800
NB There may be a time limit on making an application to The Property Ombudsman Service or ARLA Propertymark so please ensure you are aware of their procedures at the earliest opportunity. Please note that nothing in this Complaints Procedure affects your statutory rights as a resident.