Complaints Policy
At The Student Lodge, we want you to enjoy living with us. If something goes wrong, we want to hear about it so we can put it right quickly and fairly.
Step 1 — Talk to us first
Most issues can be sorted out quickly by speaking to your Management Team directly, in person, by phone or by email. Please raise things with us as soon as you can, so we have the best chance of putting it right.
Step 2 — Make a formal complaint
If your concern hasn’t been resolved, or you’d prefer to complain formally in writing, you can contact us by:
- Email: [email protected]
- Post: The Student Lodge Lettings Company Limited, New Brook House, 385 Alfreton Road, Nottingham, NG7 5LR
- Phone: 0115 77 22 111
Please include as much detail as possible — what happened, when, and what outcome you’re looking for.
Complaints relating to your accommodation should be made by the student concerned. If you’d like someone else to act on your behalf — a parent, guardian or adviser, for example — that’s absolutely fine, just confirm this to us in writing first and we’ll deal with them directly.
How we handle your complaint
We treat every complaint fairly, confidentially, and on its merits. If your complaint concerns a member of staff, that person plays no part in deciding the outcome.
We do not use non-disclosure agreements as a way of resolving complaints.
Our response times
- We’ll acknowledge your complaint within 5 working days.
- We’ll aim to give you a full written response within 15 working days.
- If your complaint is more complex and needs a longer investigation, we’ll explain why and keep you updated on progress.
This policy is reviewed regularly. Last reviewed: July 2026.
