Customer Service Promise
Residential Services (RS) aims to provide you with a good standard of housing management and related services whilst you are living in University of Leeds owned and managed student accommodation.
Our Customer Service Promise gives you clear information about the levels of service and quality of customer care that you can expect from us and our partners. By setting service standards, we can measure how well we are performing, and by providing appropriate feedback and complaint mechanisms, we can take action where our service falls short of those standards.
No organisation gets it right all the time – if things go wrong, please bring it to our attention at the earliest opportunity, and we will do our best to rectify the situation as quickly as possible. We would encourage you to comment, share feedback or compliment us on any aspect of our service, and use the appropriate form that is available on our website.
Our Customer Service Promise has been set as a result of regular feedback gained from the RS Student Accommodation Survey, and through our participation in the ANUK/Unipol Code of Standards for Larger Developments, which is recognised by the National Union of Students (NUS), and the University of Leeds.
We will:
- listen and learn from the experiences of our customers
- review our standards to make sure that we get the service right
- regularly review our standards against feedback received from the RS Student Accommodation Survey
How you can help
To help us deliver our promise, we recommend that you:
- be polite when speaking to University or partner staff
- read and comply with all the information that we provide you with
- comply with requests to attend meetings on time
- be patient, as some sites may be very busy at certain times of the day and year.
Key services
The details of the key services we will provide you with may differ slightly at University of Leeds owned and managed student accommodation and our private partner sites.
See which provider manages your accommodation:
| Accommodation provider | Name of residence(s) |
|---|---|
| University of Leeds | Central Village, Charles Morris Hall, Devonshire Hall, Ellerslie Global Residence, Henry Price Residences, Lyddon Hall, Lupton Residences, Montague Burton, North Hill Court, Sentinel Towers, Shared Houses, St Mark’s Residence |
| Unite Students | Hepworth Lodge, James Baillie Park, White Rose View |
| Downing Students | CitySide |
| Unipol Student Homes | Carlton Hill, Royal Park Flats |
| Harrison | Blenheim Point |
| Collegiate AC | Leodis |
We will provide you with the following key services:
Customer care
We will:
- Be courteous and friendly whenever we speak to you, and staff will give their name to you when you call on the telephone.
- Identify ourselves with official University or partner uniforms and/or identification
- Employ staff that are trained to deal with your accommodation enquiries or who can direct you to the most appropriate person or agency to deal with the problem.
- Honour any appointment we have made with you. If we cannot keep the appointment, we will tell you straight away.
- Treat enquiries in confidence and with sensitivity.
- Acknowledge all written comments/complaints within the timescales detailed below.
| Accommodation provider | Complaint handling timescales |
|---|---|
| University of Leeds | Acknowledge within 2 working days and then respond more fully within 7 days. |
| Unite Students | Initial response within 24 hours. Investigate and respond within 14 days. |
| Downing Students | Initial response within 24 hours. Investigate and respond within 10 days. |
| Unipol Student Homes | Initial response within 3 working days. Investigate and respond within 15 days. |
| Harrison | Initial response within 48 hours. Investigate and respond within 5 working days. |
| Collegiate AC | Investigate and respond within 10 days. |
Please note, if you live in a property managed by one of our private partners and raise a comment/complaint with Residential Services that needs to be investigated by the provider of your accommodation we will pass on your comment/complaint within two working days. Your comment/complaint will then be dealt with according to the timescales of the relevant private partner from when they receive it from us.
- If the matter is more complex and we cannot respond within the timescales listed, then we will provide you with approximate timelines and/or expectations for the investigation and full response.
- Promote equality and diversity. We will:
- treat all individuals fairly, with dignity and respect
- provide opportunities that are open to all
- provide a safe, supportive and welcoming environment for all students, staff and visitors.
Our tenancy agreement
We will:
- Provide you with contractual terms under which the property is offered, including those relating to any fees payable in addition to rent, such as booking fees, utility charges, deposits, insurance and web or telephone costs.
- Ensure that any contracts used will not include terms that are in breach of the Consumer Rights Act 2015.
- Investigate any breach of the tenancy agreement, and take appropriate action in line with both University and Residential Disciplinary Regulations, where applicable.
- Ensure that your deposit, subject to any deductions, rent arrears and/or disputes, is returned promptly.
Flat décor, utilities and services
We will:
- Ensure that all fixtures, furnishings & fittings are clean and in a reasonable condition at the start of the tenancy, and that they comply with Furniture and Furnishings (Fire Safety) Regulations.
- Complete an up-to-date inspection of your room/flat prior to your arrival, which indicates the level of provision of fixtures online inventory and when you record items on your inventory as not having met with your satisfaction, we will investigate your concerns and where appropriate will take action. Where no documented Residential Services inspection, prior to your arrival, can be provided, then no charge will be levied against the initial deposit at the end of the tenancy, in respect of deterioration in condition or losses.
- Ensure that all food preparation and storage areas managed by RS comply with appropriate standards required by Leeds City Council Environmental Health Officer, for the property.
- Allow the installation of further ‘free-standing’ items during your tenancy. In the event that they are deemed unsafe to either yourself or others, we reserve the right to request their removal. You must not make alterations to your accommodation (e.g. decoration, wall fixtures etc.), without the express authorisation of the Residence Manager or staff.
- Ensure that all student residents’ rooms are provided with a high-speed WiFi connection.
- In most accommodation a launderette facility is provided that is operated, leased and maintained by a contract company. In the event of a problem or a fault, please notify the appropriate supplier via the details provided by them in the launderette, or contact the Residence office The supplier response should be within 24 hours of the initial call, so please contact the site, should any problem arise in respect of this service.
Please note, in some flats a washing machine and drier is provided in your kitchen. If this appliance develops a fault, you should report the matter to staff who manage your accommodation.
Cleaning
We will:
- Provide a clean room at the start of your tenancy contract period.
- Provide you where possible with facilities to recycle and ask that you follow the guidelines in order to segregate waste correctly.
- Ensure that communal areas (entrances to buildings, stairwells and corridors) external to the hallway of shared flat and/or bedrooms are kept clean, free of obstructions, debris and spillages.
- Provide notice, where appropriate, of dates when we will carry out external window cleaning.
- Take appropriate action against tenants who fail to comply with the conditions of their tenancy agreement, especially with regard to any failure by the tenant to keep their accommodation properly clean, tidy and maintained in a good condition. We will serve written notice to tenants if we require them to improve standards of cleanliness or care for our property, reserving a right to charge tenants to cover any costs of rectifying poor conditions or standards if a tenant fails to do this.
- Provide clear written guidelines on the standard in which you should leave your accommodation at the end of the tenancy.
- Additionally, the following cleaning services are provided at sites as indicated below:
| Accommodation provider |
Attempt to remove full kitchen refuse sacks from Monday to Friday and provide replacement refuse sacks. |
Clean areas within your flat (but not your own bedroom or en-suite) once during the Christmas, Easter and summer vacations. |
Clean communal bathrooms / showers / toilets that are shared by two or more people on a weekly basis, with those shared by two people located between two bedrooms cleaned on a monthly basis |
|---|---|---|---|
| University of Leeds | Yes | Yes | Yes |
| University of Leeds family accommodation | No | No | No |
| Unite Students | No | No | No |
| Downing Students | No | No | No |
| Unipol Student Homes | No | Yes | No |
| Harrison | No | No | No |
| Collegiate AC | No | No | No |
Please note, a detailed Cleaning Specification for each property will be held in your Residence office and will detail the standard of cleaning service we will deliver (available on request).
Property repairs, maintenance & management
We will:
- Serve at least 24 hours written notice before any routine inspection or planned maintenance visit by University staff or appointed contractors, with the exception of regular cleaning visits, (for which a schedule will be provided in each property if applicable). However, where you have previously reported a fault to site staff, vetted University contractors will be asked to enter your accommodation to effect speedy repairs. We may also need to enter your room without 24 hours notice if it’s an emergency. All staff and contractors will follow an agreed University procedure that respects your rights to privacy and quiet enjoyment of the property.
- Conduct up to three termly inspections of your accommodation, to ensure that it is maintained in a reasonable and safe condition.
- Provide a reactive maintenance service, all year-round, with response times as detailed below. At a minimum, we ensure all University and partner properties are maintained in line with relevant statutory legislation and the ANUK/Unipol Code of Standards for Larger Developments.
| Accommodation provider | Maintenance response times | How to report |
|---|---|---|
| University of Leeds | Priority One (Emergency) – Any issue considered as a risk to the safety of occupants and/or serious damage to the building. These issues will be responded to that day, and made safe within 24 hours. Priority Two (Urgent) – Any issue that affects the comfort or convenience of the occupants. These issues will be completed within 3 working days. Priority Three (Non-urgent) – Any issue not falling within previous categories. These issues will be completed within 10 working days. |
|
| Unite Students | CAT 1 – 2 hours CAT 2 – Next working day CAT 3 – 5 working days CAT 4 – 14 working days CAT 5 – 20 working days |
|
| Downing Students | Priority 1 – 2 hours (working hours) or 3 hours (out of hours) Priority 2 – 18 hours (working hours) or 30 hours (out of hours) Priority 3 – 36 hours |
Either report at your site office or contact them on 0113 245 5517 or cityside@downingstudents.com |
| Unipol Student Homes | Emergency – 24 hours Urgent – 5 working days Non-urgent – 28 days |
Contact Unipol on 0113 243 0169 or info@unipol.org.uk |
| Harrison | Priority 1 – 2 hours Priority 2 – 24 hours Priority 3 – 7 days |
Either report at your site office or contact them on 0113 246 0126 or Brenda.bowland@blenheimpoint.co.uk |
| Collegiate AC | Emergency – 24 hours Urgent – 48 hours Non-urgent – 10 days |
Either report at your site office or contact them on 0113 245 5313 or leodis@collegiate-ac.com |
Please note, in rare circumstances where these priorities cannot be achieved residents will receive regular updates.
- Ensure that all contractors are identified by corporate clothing and I.D. badges and are required to follow agreed entry procedures for residential accommodation, and are professional and courteous whilst in the accommodation.
- Ensure that all contractors are required to complete the work to a good standard, and leave your accommodation in both a safe and clean condition. Tenants are encouraged to report any subsequent or outstanding issues to their site staff.
- Maintain the grounds for all properties in a safe and tidy manner. We will make arrangements for a grounds maintenance for the general appearance of the property, and help minimise litter
Security, health & safety and welfare
We will:
- Ensure there is a security service at your residence either provided by our partners or by making arrangements with the University’s Security Services to operate regular mobile vehicle and dog patrols (a Residence’s Site Security Plan is available at the Residence Office on request).
- Provide you with security guidance that you should read carefully and comply with, so that you can assist us in reducing the risk of crime.
- Provide reasonable external lighting at the entrances to each property and at any other location that is deemed necessary for crime prevention reasons.
- Make sure that the communal areas of your accommodation are adequately lit.
- Provide you with accommodation where the gas and electrical installations comply with current safety regulations. If you install your own electrical appliances, they must be correctly rated for use in the UK, and be in a safe condition.
- Provide an appropriate number of WC, bath and/or shower facilities, with a regular supply of hot and cold running water.
- Supply access to washing machines/dryers.
- Require all resident students to take responsibility for the security and health & safety of both themselves and others, in the way that they conduct themselves, whilst in University accommodation. We would also stress that you must report the loss of any key, door card or fob immediately, so that staff may take the appropriate actions to safeguard you and your fellow tenants
Please note, in the event of an emergency, contact the appropriate contact below direct. For matters which are not of an urgent nature, e.g. for further advice/information on security, health & safety, please contact your Residence Office in the first instance, where further information will be available.
Emergency Contact Numbers:
| Accommodation provider | Contact number |
|---|---|
| University of Leeds | University Security Services emergency: 0113 343 2222 University Security Services non-emergency: 0113 343 5494 |
| Unite Students | Unite Students Emergency Control Room: 0300 303 1611 |
| Downing Students | 0113 245 5517 / 0744 388 0229 |
| Unipol Student Homes | University Security Services emergency: 0113 343 2222 University Security Services non-emergency: 0113 343 5494 |
| Harrison | 01757 244 527 University Security Services emergency: 0113 343 2222 |
| Collegiate AC | 07469415657 |
Our University Security Services and all partner emergency contacts will treat all enquiries professionally, and they will attend your property if you have a genuine concern, or have witnessed something suspicious. It is important that you report all criminal matters quickly, so that University Security Services and West Yorkshire Police can take the appropriate, timely action to help.
Support for residents
We will:
- Provide all resident students with a Residence Life Warden, who is responsible for both welfare and discipline in University accommodation.
- Provide opportunities for resident students to meet their Residence Life Warden and discuss any issues in a discreet and confidential environment.
- Provide advice and further contacts through the University Student Support Network, to address any issues that may be beyond either our experience or capability to deal with effectively.
Supervision of behaviour
We will:
- Require that all tenants show respect for the rules of residence, and for the rights of other residents to the quiet enjoyment of their accommodation.
- Require that all tenants receive and show respect towards University staff, contractors, and local residents.
- Provide opportunities for tenants to voice concerns about any inappropriate behaviour of other residents, to either site staff, wardens, or direct to the RS Main Office
- Enforce the Residences’ or University disciplinary procedures on any tenants who carry out inappropriate behaviour.
Energy & environmental management
We will:
- Set the temperature heating controls for your property to provide a reasonable level of heating whilst also minimising the generation of CO2 emissions.
- Provide you with information on how to use the heating and lighting in your accommodation.
- Provide you with information on your refuse collection facilities, including recycling facilities where appropriate. A Residence’s Site Waste Plan is available at the Residence Office for all University of Leeds managed sites on request.
- Provide further information on request on any other energy and environmental management issues that you might have.
How to contact us
To get help/advice
Please always contact your Residence Office in the first instance, as they may be best placed to deal with the matter quickly.
During office hours
Visit or email your Residence Office. Their opening hours will be displayed outside of the office. Contact details for Residence Offices are published on the Accommodation website contact us page.
Alternatively, contact us at the Residential Services main office
Residential Services
Facilities Directorate Building
University of Leeds
Leeds
LS2 9JT
0113 343 6085
rcsenquiries@leeds.ac.uk
Out of Office Hours
Faults requiring an emergency repair or for security matters
| Accommodation provider | Contact number |
|---|---|
| University of Leeds | University Security Services emergency: 0113 343 2222 University Security Services non-emergency: 0113 343 5494 |
| Unite Students | Unite Students Emergency Control Room: 0300 303 1611 |
| Downing Students | 0113 245 5517 / 0744 388 0229 |
| Unipol Student Homes |
Unipol Out of Hours emergency: 0113 244 3799 |
| Harrison | 01757 244 527 University Security Services emergency: 0113 343 2222 |
| Collegiate AC | 07469415657 |
To make further comments/feedback
Comments or feedback can be given using the form on our website.
