Cloud Student Homes<\/b><\/p>\n
Request for Complaint Investigation from a Leaseholder<\/b><\/p>\n
Leaseholders are the owners of units managed by Cloud Student Homes. The below procedure allows for those leaseholders to make informal and formal complaints where there are not satisfied with an aspect of how the building has been managed or the service they have received. Depending on the nature and severity of your complaint, you may wish to follow an informal or formal complaint route. The procedure is as detailed below, however, should you wish to complain directly to the landlord, Cloud Student Homes will provide landlord correspondence details.\u00a0<\/span><\/p>\n Informal Stage 1:<\/b><\/p>\n Many concerns can be resolved informally through giving feedback directly to our Landlord Liaison Team where either Katie Dickinson or Ralph Swift will be able to respond. We welcome any informal discussions, and we promise to listen to any concerns you may have, without the need to start a formal procedure. We will do our utmost to resolve any informal complaints made as soon as possible and will ensure you receive a response within 3 working days in writing. If we need longer to resolve the complaint, we will still respond within 3 working days, even if it is simply to apologise for the fact that you have had to complain, thank you for giving us the opportunity to rectify it for you and to update you or confirm that your complaint is being investigated. Please contact us by telephone or email \/ letter to raise an informal complaint.<\/p>\n Contact Details to use when raising an Informal Complaint:<\/p>\n Landlord Liaison Team<\/p>\n Cloud Student Homes\u00a0<\/span><\/p>\n The Old Fire Station<\/p>\n Salt Lane<\/p>\n SP1 1DU<\/p>\n Email: landlord@cloudstudenthomes.co.uk<\/span><\/a><\/span><\/p>\n Telephone: 0330 053 5701<\/p>\n Formal Stage 1:<\/b><\/p>\n Should an informal approach not have been successful, appropriate, or possible in this instance, please contact us by telephone, email \/ letter or complete the complaint form Stage 1 below to enable us to investigate your concern. You should raise this concern within 14 days of the matter arising.\u00a0<\/span><\/p>\n To raise a formal complaint please <\/b>Click Here<\/b><\/span><\/a><\/p>\n If you have any additional documentary evidence to support your complaint, please advise during any telephone conversation with us and \/ or please submit this with your email \/ letter or with this form. Evidence submitted should be as concise as possible and relevant to the complaint. Unreasonable quantities of evidence or evidence which is deemed not to be relevant to your complaint, such as unnecessary information about other people, may not be considered. Investigation of your complaint will not commence until you confirm that your supporting documentation is complete.<\/p>\n Cloud Student Homes will appoint a Director or Senior Manager to screen your complaint once received, they will assign a complaint reference number and they will ensure you receive a response within 3 working days in writing, even if it is simply to apologise for the fact that you have had to complain, thank you for giving us the opportunity to rectify it for you and to update you or confirm that your complaint is being investigated. Should we need further information to thoroughly investigate your complaint, we will contact you and ask for this in writing. Where appropriate, we may request a meeting face to face or virtually. Once the Director or Senior Manager has fully investigated your complaint, they will make a decision and consider a remedy, where this is appropriate. We will ensure a full response is given within 15 days of receiving any complaint with a decision on the outcome, a reason for the decision and what the next stage is if the outcome is not satisfactory.\u00a0<\/span><\/p>\n Formal Stage 2:<\/b><\/p>\n Should you be dissatisfied with the final outcome, you can request a review of the decision provided you write within 7 days of the date of response you received from a Director or Senior Manager. You may do this if you felt the formal resolution was unreasonable or the availability of new evidence or information has come to light since, which would impact the outcome.\u00a0<\/span><\/p>\n To request an escalation to Stage 2, you will need to reply to the resolution letter\/email from the Director\/Senior Manager to state your intention to escalate. \u00a0<\/span><\/p>\n We will respond to this second stage complaint within 3 days to acknowledge receipt and within 15 days with a decision on the outcome, a reason for the decision and what the next stage is if dissatisfied. Cloud Student Homes time scales have been fixed to ensure that complaints are dealt with quickly.<\/p>\n Where appropriate, we are open to the use of mediation at any stage of the complaint\u2019s procedure, to ensure that both parties can openly discuss their concerns and that the outcome is agreed by both parties and not imposed upon them. This is a voluntary process and any costs associated with enabling the process would be borne equally by both parties.\u00a0<\/span><\/p>\n Other sources of independent advice which you may find of help depending on the nature of your concern and should you need specific advice are available from LEASE on 0207 832 2500 or through their website www.lease-advice.org<\/span><\/a> or from Citizens Advice on 0800 144 8848 or through their website www.citizensadvice.org.uk.<\/p>\n Final Stage should In-House Complaint Procedures not provide Satisfaction:<\/b><\/p>\n If the complainant is still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) then he\/she can take the matter up with Ombudsman Services –\u00a0 <\/span>The Property Ombudsman (TPOS) <\/b>without charge. Our TPOS membership number is D11272 and the contact details are as follows:<\/b><\/span><\/p>\n The Property Ombudsman<\/b><\/p>\n Milford House<\/b><\/p>\n 43 \u2013 55 Milford Street<\/b><\/p>\n Salisbury<\/b><\/p>\n Wiltshire<\/b><\/p>\n SP1 2BP<\/b><\/p>\n Email: <\/b>admin@tpos.co.uk<\/b><\/span><\/a><\/p>\n Telephone: 01722 333306<\/b><\/p>\n