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 reliability and property expertise to all our work. We continually strive to improve by consulting with our student residents; your feedback, both positive and negative, helps 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:
If you are unhappy with any aspect of our service, you may raise a complaint by telephone, email or in writing. Formal complaints are managed by a Senior Relationship Manager at Portchester House. Where an issue has previously been raised informally with another member of staff, it will be documented in writing and forwarded to the Senior Resident Manager. We will acknowledge receipt of your complaint within two working days. An investigation will then be carried out and a written response provided within ten working days of receipt.
If the Senior Relationship Manager has been directly involved in the matter, your complaint will be allocated to another Senior Relationship Manager within the neighbourhood or, where this is not possible, to the Neighbourhood Manager, to ensure the complaint is reviewed impartially.
Stage 2:
If you are not satisfied with the response provided at Stage 1, you may request that your complaint is escalated for further review. At this stage, your complaint will be reviewed by the Neighbourhood Manager. We will acknowledge your request for escalation within two working days and will carry out a further investigation. A written response will be provided within ten working days.
Where the Neighbourhood Manager was involved in the matter at Stage 1, the complaint will be reviewed by a Neighbourhood Manager from another Get Living neighbourhood to ensure fairness and independence.
Stage 3:
If you remain dissatisfied following the Stage 2 response, you may request a final internal review. At this stage, a Director will review your complaint. We will acknowledge your request within two working days and provide a final written response within ten working days. The Director reviewing your complaint will be selected based on the service area referenced to ensure appropriate oversight.
Stage 4:
If your complaint has not been resolved following the completion of Get Living’s internal complaints process, you may refer the matter to an independent external redress scheme. This provides a free, impartial review of your complaint. The scheme’s contact details are as follows:
National Code for Student Accommodation
Portchester House is a member of the National Code for Student Accommodation and adheres to the standards set by the code. If you feel we have breached the code and have been unable to resolve your complaint, you can complain directly to the National Code via the following website: ANUK / Unipol National Code
The Property Ombudsman
The Property Ombudsman Limited, Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP
The Property Ombudsman website
Tel: 01722 333306
ARLA Propertymark
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
ARLA Propertymark website
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.