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Student Complaints Procedure
Supporting Residents Through Fair, Transparent and Accessible Complaint Resolution
Purpose of this Procedure
At Deacon Students Ltd, we are committed to providing a safe, welcoming and supportive living environment for all residents.
We understand that, from time to time, things may not go as expected. When this happens, we want to hear from you. Feedback and complaints help us improve our services, accommodation, and the overall student experience. This procedure explains how you can raise a concern, how we will investigate it, and the timescales you can expect us to follow When you make a complaint, we will:
✓ Listen carefully and take your concerns seriously
✓ Treat you fairly and respectfully
✓ Handle your complaint confidentially
✓ Investigate issues thoroughly and impartially
✓ Keep you informed throughout the process
✓ Learn from complaints to improve our services
We encourage residents to raise concerns as early as possible so that we can work together to find a solution.
How to Raise a Concern or Complaint
A complaint can relate to any aspect of your accommodation experience, including:
Maintenance issues
Facilities and services
Staff conduct
Communication concerns
Health and safety matters
Housekeeping or cleanliness concerns
Welfare or support issues
Any other aspect of your residency experience
We operate a simple three-stage complaints process designed to resolve concerns as quickly and fairly as possible.
Stage 1 – Informal Resolution
Speak With Us First
Most concerns can be resolved quickly through an informal conversation.
You can contact a member of the sales or accommodation team in person, by telephone, email or online chat.
We aim to resolve informal concerns within 10 days of receiving them.
Contact Details
Deacon Students Ltd Leicester
info@deaconstudents.com
If your concern cannot be resolved at this stage, you may proceed to Stage 2.
Stage 2 – Formal Written Complaint
If your concern is more serious, or if you remain dissatisfied following Stage 1, you may submit a formal complaint in writing.
What Happens Next?
Once we receive your complaint, we will:
Acknowledge receipt within 3 days
Investigate the matter fully
Review all relevant information
Provide a written response within 10 days
Where a complaint requires a more detailed investigation, we will explain the reasons for any delay and provide a revised response date.
Formal Complaint Contact Details
info@deaconstudents.com
Postal Address
Operations
Deacon Students Ltd
Landlords Office - Alpha House
24 Deacon Street
Leicester
LE2 7EN
If you remain dissatisfied after receiving our response, you may request an escalation under Stage 3.
Stage 3 – Escalated Complaint Review
Where a complaint remains unresolved following Stage 2, a final internal review may be requested.
The complaint will be reviewed by the Customer Service & Welfare Director or another senior member of the management team who has not previously been involved in investigating the complaint.
Timescale
A response will normally be provided within 10 days of escalation.
Contact
info@deaconstudents.com
If your complaint has not been responded to within 28 days of being lodged with us, you may refer the matter to the external body detailed below.
External Escalation
Deacon Students Ltd is a member of the ANUK / Unipol National Code for Larger Developments.
If your complaint has not been responded to within 28 days of being lodged with us, you may refer the matter to the Codes Complaints Investigator.
Contact Details
Authority
ANUK / Unipol National Code
Email info@nationalcode.org
Website www.nationalcode.org
Postal Address
National Codes Administrator
Unipol Student Homes
155–157 Woodhouse Lane
Leeds
LS2 3ED
Complaints About Staff Members
Confidential Reporting Route
If your complaint concerns the conduct of a member of staff, you may contact the Customer Service & Welfare Director directly.
This allows concerns to be considered independently and confidentially.
The staff member concerned will not be involved in investigating or responding to the complaint.
Contact
Confidentiality
We recognise that residents may sometimes need to discuss sensitive issues. All complaints are handled confidentially and with appropriate discretion. Deacon Students Ltd will never require a resident to sign a non-disclosure agreement (NDA) or confidentiality clause as a condition of resolving a complaint. Residents remain free to discuss their complaint and its outcome should they wish to do so.
Equality and Accessibility
Deacon Students Ltd is committed to providing an inclusive and accessible complaints process. Complaints will be handled in accordance with the Equality Act 2010. No resident will be treated less favourably because of:
Age
Disability
Gender reassignment
Marriage or civil partnership
Pregnancy or maternity
Race
Religion or belief
Sex
Sexual orientation
Reasonable adjustments will be made wherever necessary to support residents in accessing this procedure. If you require assistance in making a complaint, please contact a member of our team.