{"id":6667,"date":"2025-10-06T12:17:16","date_gmt":"2025-10-06T12:17:16","guid":{"rendered":"https:\/\/host-students.com\/?page_id=6667"},"modified":"2025-10-20T11:09:20","modified_gmt":"2025-10-20T11:09:20","slug":"complaints-policy","status":"publish","type":"page","link":"https:\/\/host-students.com\/complaints-policy\/","title":{"rendered":"Complaints Policy"},"content":{"rendered":"\n\t<style>\n\t.as-hero--block_baa6f3a2ae198ab52d8e8405d02cd00a .as-media__masked .as-media__video-container,\n\t.as-hero--block_baa6f3a2ae198ab52d8e8405d02cd00a .as-media__masked .as-media__masked-image {\n\t\tclip-path: url(\"#as-hero-mask-block_baa6f3a2ae198ab52d8e8405d02cd00a\");\n\t}\n\t<\/style>\n\n\t<div class=\" as-block as-hero alignfull as-block--has-mint-theme as-block--has-mint-theme as-block--has-ink-background as-hero--block_baa6f3a2ae198ab52d8e8405d02cd00a\" data-behaviour=\"home-hero\">\n\t\t<div class=\"as-hero__content as-has-background\">\t\n\t\t\t<div class=\"as-hero__container\">\n\t\t\t\t<div class=\"as-hero__text\">\n\t\t\t\t\t<div class=\"as-hero__heading-group\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<h1 class=\"as-hero__heading \n\t\t\t\t\t\t\t\">Complaints Policy<\/h1>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<h2 class=\"as-hero__subheading has-heading-3-font-size\"> <\/h2>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"as-hero__text-content\">\n\t\t\t\t\t\t\t<p>At Host, we\u2019re committed to making your living experience the best it can be \u2013 we\u2019re here to provide you with a home, after all. If something isn\u2019t right, we want to hear from you so we can make it better. Your feedback matters, and we\u2019re here to listen. If you have a concern, please reach out, and we\u2019ll do our best to resolve it for you.<\/p>\n<p>We hold ourselves to high standards and continuously strive to improve based on your feedback. That\u2019s why we promise to handle complaints professionally and respectfully and to respond as quickly as possible. While we may not always be able to make the changes you request, we\u2019ll always provide a clear and honest explanation of our decisions.<\/p>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"as-hero__media\">\n\t\t\t\t\t\t\t<div class=\"as-media as-media__masked as-media__masked--image as-media__masked--style-1\">\n\t\t\t<div class=\"svg-backing\">\n\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"612.89\" height=\"437.45\" viewBox=\"0 0 612.89 437.45\">\n\t<path d=\"M2.92,214.16c.94-44.68-1.76-91.4,34.82-128.64C75.14,47.44,137.51,24.24,202.35,11.12c63.73-12.9,134.37-17.26,194.69,1.68,57.23,17.97,80.79,61.56,117.34,96.29,36.05,34.25,85.33,63.53,94.6,105.07,10.09,45.24-6.61,91.84-41.98,130.87-37.39,41.26-88.83,84.65-159.72,91.75-69.33,6.94-120.96-41-186.89-57.05-62.62-15.25-143.94-.63-188.09-34.25C-12.31,311.51,1.97,259.53,2.92,214.16Z\" fill=\"#19232D\" fill-rule=\"evenodd\"\/><\/svg>\n\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\n\t\t\t\t\t<picture>\n\t\t\t\t\t\t<source media=\"(min-width: 0px)\" srcset=\"https:\/\/host-students.com\/wp-content\/uploads\/2025\/02\/1920-x-1080-London-Kings-Cross-10-1206x876.jpg\">\n\t\t\t\t\t\t<!-- No source for mobile = no image loads -->\n\t\t\t\t\t\t<img class=\"as-media__masked-image\" \n\t\t\t\t\t\t\t\tsrc=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAAOw==\" \n\t\t\t\t\t\t\t\talt=\"\" \/>\n\t\t\t\t\t<\/picture>\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t<svg width=\"0\" height=\"0\" viewBox=\"0 0 603 438\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<defs>\n\t<clipPath id=\"as-hero-mask-block_baa6f3a2ae198ab52d8e8405d02cd00a\" clipPathUnits=\"objectBoundingBox\"><path d=\"M0.005,0.49 c0.002,-0.102,-0.003,-0.209,0.057,-0.294 C0.123,0.108,0.225,0.055,0.331,0.025 c0.104,-0.029,0.22,-0.039,0.318,0.004 c0.094,0.041,0.132,0.141,0.192,0.22 c0.059,0.078,0.139,0.145,0.155,0.24 c0.016,0.103,-0.011,0.21,-0.069,0.299 c-0.061,0.094,-0.145,0.194,-0.261,0.21 c-0.113,0.016,-0.198,-0.094,-0.305,-0.13 c-0.102,-0.035,-0.235,-0.001,-0.307,-0.078 C-0.02,0.712,0.003,0.593,0.005,0.49\"><\/path><\/clipPath>\n<\/defs>\n<\/svg>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t<div class=\"as-wave as-wave--bottom\">\n\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"1440\" height=\"42\" viewBox=\"0 0 1440 42\"><path d=\"M0,12.75l80.1-2.86c80.1-2.8,240.3-8.52,400.14-1.1,160.02,7.42,319.5,27.87,479.52,32.25,159.84,4.38,320.04-7.42,400.14-13.26l80.1-5.9V0H0v12.75Z\" fill=\"#00c0f3\" class=\"as-svg-fill\"\/><\/svg>\n\t\t\t<\/div>\n\t\t\t<\/div>\n\t\n\n\n<h4 class=\"wp-block-heading\">This policy covers:<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>How you can make a complaint.<\/li>\n\n\n\n<li>How we\u2019ll handle your complaint.<\/li>\n\n\n\n<li>What to do if you\u2019re unhappy with our response.<\/li>\n<\/ul>\n\n\n\n<p><\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Stage 1: How to Make a Complaint<\/h4>\n\n\n\n<p>If you have a concern, the first step is to speak with a member of your property team or the Property\/General Manager. They will do their best to resolve the issue quickly for you. Our teams recognise that complaints may be made in several ways, including in person, social media, your resident app, by phone, by text or WhatsApp messaging, through email, your online portal, through the online chat function or in writing.<\/p>\n\n\n\n<p>Whichever your preferred method of communication, we need you to let us know as soon as possible (and within one month of the issue) occurring to enable us to effectively look into, and hopefully settle, your complaint.<\/p>\n\n\n\n<p>If we can\u2019t resolve it immediately, we\u2019ll acknowledge your complaint within 48 hours (excluding weekends and public holidays). We will always aim to provide a full response within five working days.<\/p>\n\n\n\n<p>If the nature of your complaint means that we need longer to investigate the matter properly, or if it takes longer for any reason, we\u2019ll be sure to keep you updated on the progress.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Stage 2: What If You\u2019re Not Satisfied?<\/h4>\n\n\n\n<p>If you feel that the Property\/General Manager has not resolved your complaint to a satisfactory level, or if your complaint is about the staff member handling it, you can escalate the matter to either the Regional Manager or the Head of Operations for that area by emailing&nbsp;<a href=\"mailto:info@host-students.com\">info@host-students.com<\/a>&nbsp;\u2013 we\u2019ll then ensure this is forwarded as necessary.<\/p>\n\n\n\n<p>On escalation, please include any previous communications so we can fully understand the situation. The Regional Manager\/Head of Operations will acknowledge your complaint within 48 hours (excluding weekends and public holidays) and provide you with a full response within 10 working days, following their investigation into the matter for you.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Stage 3: What If You\u2019re Still Not Satisfied?<\/h4>\n\n\n\n<p>If you are still unhappy with the outcome, you can request a formal review by the Director of Operations (or another senior member of staff they may appoint from time to time, as appropriate, in relation to your complaint).<\/p>\n\n\n\n<p>You can only take you complaint to this stage if you have gone through Stages 1 &amp; 2 and you believe your complaint has not been treated fairly or correctly. You must email the Director of Operations within 10 working days of receiving your response from the Regional Manager\/Head of Operations. At this stage, you must include full details of why you\u2019re not satisfied along with copies of any previous correspondence.<\/p>\n\n\n\n<p>The Director of Operations will review your case and provide you with a final decision\/outcome within 10 working days. We will always try to meet these timelines, but if delays occur for any reason, we will of course keep you informed of any progress relating to your case.<\/p>\n\n\n\n<p>Once we have fully investigated your complaint and reached a final outcome, our complaints process will be considered complete. We understand that the outcome may not always be what you were hoping for, but this does not mean that your complaint has not been handled fairly and correctly.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Stage 4: Independent Review<\/h4>\n\n\n\n<p>If you\u2019re still unhappy with the outcome after Stage 3, you may have the option to escalate your complaint to an independent body.<\/p>\n\n\n<div \nclass=\"wp-block-launchpad-blocks-accordion-group\" id=\"3bd8bcc3\" data-launchpad-accordion-group=\"\" data-is-multiple=\"false\">\n\t\n<div class=\"wp-block-launchpad-blocks-accordion\" id=\"160f6544\" data-launchpad-accordion=\"\" data-is-initially-open=\"false\">\n\t<h2>\n\t\t<button aria-expanded=\"true\" aria-controls=\"160f6544-panel\" data-state=\"open\" id=\"160f6544-trigger\" class=\"accordion-header-button\">\n\t\t\t<span class=\"accordion-header-button-text\"><strong>United Kingdom<\/strong><\/span>\n\t\t\t<div class=\"accordion-header-button-icon-wrapper\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"accordion-header-button-icon\"><use href=\"https:\/\/host-students.com\/wp-content\/themes\/host-students\/dist\/images\/sprite.svg?version=6#chevron-down\"><\/use><\/svg><\/div>\n\t\t<\/button>\n\t<\/h2>\n\t<div role=\"region\" data-state=\"open\" aria-labelledby=\"160f6544-trigger\" id=\"160f6544-panel\" class=\"accordion-panel\">\n\t\t<div class=\"accordion-panel-inner-wrapper\">\n\t\t\t\n\n<p>If you\u2019ve gone through our full complaints process and still feel your complaint hasn\u2019t been handled fairly, you can escalate it to ANUK for an independent review. You can view full details on the ANUK Code of Practise complaints process&nbsp;<a href=\"https:\/\/www.nationalcode.org\/national-code-complaints-process\">here<\/a>.<\/p>\n\n\n\n<p>Host is also a member of the&nbsp;<a href=\"https:\/\/www.theprs.co.uk\/\">Property Redress Scheme<\/a>. If you do not feel we have dealt with your complaint, you may be able to raise it directly with the PRS.<\/p>\n\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n\n<div class=\"wp-block-launchpad-blocks-accordion\" id=\"da560d4d\" data-launchpad-accordion=\"\" data-is-initially-open=\"false\">\n\t<h2>\n\t\t<button aria-expanded=\"true\" aria-controls=\"da560d4d-panel\" data-state=\"open\" id=\"da560d4d-trigger\" class=\"accordion-header-button\">\n\t\t\t<span class=\"accordion-header-button-text\"><strong>Republic of Ireland<\/strong><\/span>\n\t\t\t<div class=\"accordion-header-button-icon-wrapper\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"accordion-header-button-icon\"><use href=\"https:\/\/host-students.com\/wp-content\/themes\/host-students\/dist\/images\/sprite.svg?version=6#chevron-down\"><\/use><\/svg><\/div>\n\t\t<\/button>\n\t<\/h2>\n\t<div role=\"region\" data-state=\"open\" aria-labelledby=\"da560d4d-trigger\" id=\"da560d4d-panel\" class=\"accordion-panel\">\n\t\t<div class=\"accordion-panel-inner-wrapper\">\n\t\t\t\n\n<p>If you\u2019re living in our accommodation in the Republic of Ireland and need further support, you can contact the Residential Tenancies Board (RTB) to apply for mediation or adjudication services through their&nbsp;<a href=\"https:\/\/www.rtb.ie\/dispute-resolution\">RTB Dispute Resolution<\/a>&nbsp;service.<\/p>\n\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n\n<div class=\"wp-block-launchpad-blocks-accordion\" id=\"fcb1f831\" data-launchpad-accordion=\"\" data-is-initially-open=\"false\">\n\t<h2>\n\t\t<button aria-expanded=\"true\" aria-controls=\"fcb1f831-panel\" data-state=\"open\" id=\"fcb1f831-trigger\" class=\"accordion-header-button\">\n\t\t\t<span class=\"accordion-header-button-text\"><strong>Scotland<\/strong><\/span>\n\t\t\t<div class=\"accordion-header-button-icon-wrapper\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"accordion-header-button-icon\"><use href=\"https:\/\/host-students.com\/wp-content\/themes\/host-students\/dist\/images\/sprite.svg?version=6#chevron-down\"><\/use><\/svg><\/div>\n\t\t<\/button>\n\t<\/h2>\n\t<div role=\"region\" data-state=\"open\" aria-labelledby=\"fcb1f831-trigger\" id=\"fcb1f831-panel\" class=\"accordion-panel\">\n\t\t<div class=\"accordion-panel-inner-wrapper\">\n\t\t\t\n\n<p>If you\u2019ve lived in or are currently living in our accommodation in Scotland, and remain unhappy after completing our complaints process or if your complaint wasn\u2019t handled within the given timescales, you can take your complaint to the First-tier Tribunal (<a href=\"https:\/\/www.housingandpropertychamber.scot\/home\">Housing and Property Chamber<\/a>). When speaking to them about us, you\u2019ll need to refer to our group-level company name, which is Host Student Housing Limited.<\/p>\n\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n\n<div class=\"wp-block-launchpad-blocks-accordion\" id=\"ad1e4e84\" data-launchpad-accordion=\"\" data-is-initially-open=\"false\">\n\t<h2>\n\t\t<button aria-expanded=\"true\" aria-controls=\"ad1e4e84-panel\" data-state=\"open\" id=\"ad1e4e84-trigger\" class=\"accordion-header-button\">\n\t\t\t<span class=\"accordion-header-button-text\"><strong>Worldwide<\/strong><\/span>\n\t\t\t<div class=\"accordion-header-button-icon-wrapper\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"accordion-header-button-icon\"><use href=\"https:\/\/host-students.com\/wp-content\/themes\/host-students\/dist\/images\/sprite.svg?version=6#chevron-down\"><\/use><\/svg><\/div>\n\t\t<\/button>\n\t<\/h2>\n\t<div role=\"region\" data-state=\"open\" aria-labelledby=\"ad1e4e84-trigger\" id=\"ad1e4e84-panel\" class=\"accordion-panel\">\n\t\t<div class=\"accordion-panel-inner-wrapper\">\n\t\t\t\n\n<p>For complaints originating outside the UK and Ireland, we will adhere to any local requirements when handling and resolving the issue. If you need more details, please contact the relevant property team, who will be happy to assist.<\/p>\n\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n<\/div>\n\n\n\n<div  class=\"as-washi-tape alignfull as-washi-tape--light-teal\">\n\t<svg viewBox=\"0 0 1440 120\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g>\n<rect y=\"120\" width=\"40\" height=\"40\" transform=\"rotate(-90 0 120)\" class=\"checkerboard-color\"\/>\n<rect y=\"80\" width=\"40\" height=\"40\" transform=\"rotate(-90 0 80)\" fill=\"white\"\/>\n<rect y=\"40\" width=\"40\" height=\"40\" transform=\"rotate(-90 0 40)\" class=\"checkerboard-color\"\/>\n<rect x=\"40\" y=\"120\" width=\"40\" height=\"40\" transform=\"rotate(-90 40 120)\" fill=\"white\"\/>\n<rect x=\"40\" y=\"80\" width=\"40\" height=\"40\" transform=\"rotate(-90 40 80)\" class=\"checkerboard-color\"\/>\n<rect x=\"40\" y=\"40\" width=\"40\" height=\"40\" transform=\"rotate(-90 40 40)\" fill=\"white\"\/>\n<rect x=\"80\" y=\"120\" width=\"40\" height=\"40\" transform=\"rotate(-90 80 120)\" class=\"checkerboard-color\"\/>\n<rect x=\"80\" y=\"80\" width=\"40\" height=\"40\" transform=\"rotate(-90 80 80)\" fill=\"white\"\/>\n<rect x=\"80\" y=\"40\" width=\"40\" height=\"40\" transform=\"rotate(-90 80 40)\" class=\"checkerboard-color\"\/>\n<rect x=\"120\" y=\"120\" width=\"40\" height=\"40\" transform=\"rotate(-90 120 120)\" fill=\"white\"\/>\n<rect x=\"120\" y=\"80\" width=\"40\" height=\"40\" transform=\"rotate(-90 120 80)\" class=\"checkerboard-color\"\/>\n<rect x=\"120\" y=\"40\" width=\"40\" height=\"40\" transform=\"rotate(-90 120 40)\" fill=\"white\"\/>\n<rect x=\"160\" y=\"120\" width=\"40\" height=\"40\" transform=\"rotate(-90 160 120)\" class=\"checkerboard-color\"\/>\n<rect x=\"160\" y=\"80\" width=\"40\" height=\"40\" transform=\"rotate(-90 160 80)\" fill=\"white\"\/>\n<rect x=\"160\" y=\"40\" width=\"40\" height=\"40\" transform=\"rotate(-90 160 40)\" class=\"checkerboard-color\"\/>\n<rect x=\"200\" y=\"120\" width=\"40\" height=\"40\" transform=\"rotate(-90 200 120)\" fill=\"white\"\/>\n<rect x=\"200\" y=\"80\" width=\"40\" height=\"40\" transform=\"rotate(-90 200 80)\" class=\"checkerboard-color\"\/>\n<rect x=\"200\" y=\"40\" width=\"40\" height=\"40\" transform=\"rotate(-90 200 40)\" fill=\"white\"\/>\n<rect x=\"240\" y=\"120\" width=\"40\" height=\"40\" transform=\"rotate(-90 240 120)\" class=\"checkerboard-color\"\/>\n<rect x=\"240\" y=\"80\" width=\"40\" height=\"40\" transform=\"rotate(-90 240 80)\" fill=\"white\"\/>\n<rect x=\"240\" y=\"40\" width=\"40\" height=\"40\" transform=\"rotate(-90 240 40)\" class=\"checkerboard-color\"\/>\n<rect x=\"280\" y=\"120\" width=\"40\" height=\"40\" transform=\"rotate(-90 280 120)\" fill=\"white\"\/>\n<rect x=\"280\" y=\"80\" width=\"40\" height=\"40\" transform=\"rotate(-90 280 80)\" class=\"checkerboard-color\"\/>\n<rect x=\"280\" y=\"40\" width=\"40\" height=\"40\" transform=\"rotate(-90 280 40)\" fill=\"white\"\/>\n<rect x=\"320\" y=\"120\" width=\"40\" height=\"40\" transform=\"rotate(-90 320 120)\" class=\"checkerboard-color\"\/>\n<rect x=\"320\" y=\"80\" width=\"40\" height=\"40\" transform=\"rotate(-90 320 80)\" fill=\"white\"\/>\n<rect x=\"320\" y=\"40\" width=\"40\" height=\"40\" transform=\"rotate(-90 320 40)\" class=\"checkerboard-color\"\/>\n<rect x=\"360\" y=\"120\" width=\"40\" height=\"40\" transform=\"rotate(-90 360 120)\" fill=\"white\"\/>\n<rect x=\"360\" y=\"80\" width=\"40\" height=\"40\" transform=\"rotate(-90 360 80)\" class=\"checkerboard-color\"\/>\n<rect x=\"360\" y=\"40\" width=\"40\" height=\"40\" transform=\"rotate(-90 360 40)\" fill=\"white\"\/>\n<rect x=\"400\" y=\"120\" width=\"40\" height=\"40\" transform=\"rotate(-90 400 120)\" class=\"checkerboard-color\"\/>\n<rect x=\"400\" y=\"80\" width=\"40\" height=\"40\" transform=\"rotate(-90 400 80)\" fill=\"white\"\/>\n<rect x=\"400\" y=\"40\" width=\"40\" height=\"40\" transform=\"rotate(-90 400 40)\" class=\"checkerboard-color\"\/>\n<rect x=\"440\" y=\"120\" width=\"40\" height=\"40\" transform=\"rotate(-90 440 120)\" fill=\"white\"\/>\n<rect x=\"440\" y=\"80\" width=\"40\" height=\"40\" transform=\"rotate(-90 440 80)\" class=\"checkerboard-color\"\/>\n<rect x=\"440\" y=\"40\" width=\"40\" height=\"40\" transform=\"rotate(-90 440 40)\" fill=\"white\"\/>\n<rect x=\"480\" y=\"120\" width=\"40\" height=\"40\" transform=\"rotate(-90 480 120)\" class=\"checkerboard-color\"\/>\n<rect x=\"480\" y=\"80\" width=\"40\" height=\"40\" transform=\"rotate(-90 480 80)\" fill=\"white\"\/>\n<rect x=\"480\" y=\"40\" width=\"40\" height=\"40\" transform=\"rotate(-90 480 40)\" class=\"checkerboard-color\"\/>\n<rect x=\"520\" y=\"120\" width=\"40\" height=\"40\" transform=\"rotate(-90 520 120)\" fill=\"white\"\/>\n<rect x=\"520\" y=\"80\" width=\"40\" height=\"40\" transform=\"rotate(-90 520 80)\" class=\"checkerboard-color\"\/>\n<rect x=\"520\" y=\"40\" width=\"40\" height=\"40\" transform=\"rotate(-90 520 40)\" fill=\"white\"\/>\n<rect x=\"560\" y=\"120\" width=\"40\" height=\"40\" transform=\"rotate(-90 560 120)\" class=\"checkerboard-color\"\/>\n<rect x=\"560\" y=\"80\" width=\"40\" height=\"40\" transform=\"rotate(-90 560 80)\" fill=\"white\"\/>\n<rect x=\"560\" y=\"40\" width=\"40\" height=\"40\" transform=\"rotate(-90 560 40)\" class=\"checkerboard-color\"\/>\n<rect x=\"600\" y=\"120\" width=\"40\" height=\"40\" transform=\"rotate(-90 600 120)\" fill=\"white\"\/>\n<rect x=\"600\" y=\"80\" width=\"40\" height=\"40\" transform=\"rotate(-90 600 80)\" class=\"checkerboard-color\"\/>\n<rect x=\"600\" y=\"40\" width=\"40\" height=\"40\" transform=\"rotate(-90 600 40)\" fill=\"white\"\/>\n<rect x=\"640\" y=\"120\" width=\"40\" height=\"40\" transform=\"rotate(-90 640 120)\" class=\"checkerboard-color\"\/>\n<rect x=\"640\" y=\"80\" width=\"40\" height=\"40\" transform=\"rotate(-90 640 80)\" fill=\"white\"\/>\n<rect x=\"640\" y=\"40\" width=\"40\" height=\"40\" transform=\"rotate(-90 640 40)\" class=\"checkerboard-color\"\/>\n<rect x=\"680\" y=\"120\" width=\"40\" height=\"40\" transform=\"rotate(-90 680 120)\" fill=\"white\"\/>\n<rect x=\"680\" y=\"80\" width=\"40\" height=\"40\" transform=\"rotate(-90 680 80)\" class=\"checkerboard-color\"\/>\n<rect x=\"680\" y=\"40\" width=\"40\" height=\"40\" transform=\"rotate(-90 680 40)\" fill=\"white\"\/>\n<rect x=\"720\" y=\"120\" width=\"40\" height=\"40\" transform=\"rotate(-90 720 120)\" class=\"checkerboard-color\"\/>\n<rect x=\"720\" y=\"80\" width=\"40\" height=\"40\" transform=\"rotate(-90 720 80)\" fill=\"white\"\/>\n<rect x=\"720\" y=\"40\" width=\"40\" height=\"40\" transform=\"rotate(-90 720 40)\" class=\"checkerboard-color\"\/>\n<rect x=\"760\" y=\"120\" width=\"40\" height=\"40\" transform=\"rotate(-90 760 120)\" fill=\"white\"\/>\n<rect x=\"760\" y=\"80\" width=\"40\" height=\"40\" transform=\"rotate(-90 760 80)\" class=\"checkerboard-color\"\/>\n<rect x=\"760\" y=\"40\" width=\"40\" height=\"40\" transform=\"rotate(-90 760 40)\" fill=\"white\"\/>\n<rect x=\"800\" y=\"120\" width=\"40\" height=\"40\" transform=\"rotate(-90 800 120)\" class=\"checkerboard-color\"\/>\n<rect x=\"800\" y=\"80\" width=\"40\" height=\"40\" transform=\"rotate(-90 800 80)\" fill=\"white\"\/>\n<rect x=\"800\" y=\"40\" width=\"40\" height=\"40\" transform=\"rotate(-90 800 40)\" class=\"checkerboard-color\"\/>\n<rect x=\"840\" y=\"120\" width=\"40\" height=\"40\" transform=\"rotate(-90 840 120)\" fill=\"white\"\/>\n<rect x=\"840\" y=\"80\" width=\"40\" height=\"40\" transform=\"rotate(-90 840 80)\" class=\"checkerboard-color\"\/>\n<rect x=\"840\" y=\"40\" width=\"40\" height=\"40\" transform=\"rotate(-90 840 40)\" fill=\"white\"\/>\n<rect x=\"880\" y=\"120\" width=\"40\" height=\"40\" transform=\"rotate(-90 880 120)\" class=\"checkerboard-color\"\/>\n<rect x=\"880\" y=\"80\" width=\"40\" height=\"40\" transform=\"rotate(-90 880 80)\" fill=\"white\"\/>\n<rect x=\"880\" y=\"40\" width=\"40\" height=\"40\" transform=\"rotate(-90 880 40)\" class=\"checkerboard-color\"\/>\n<rect x=\"920\" y=\"120\" width=\"40\" height=\"40\" transform=\"rotate(-90 920 120)\" fill=\"white\"\/>\n<rect x=\"920\" y=\"80\" width=\"40\" height=\"40\" transform=\"rotate(-90 920 80)\" class=\"checkerboard-color\"\/>\n<rect x=\"920\" y=\"40\" width=\"40\" height=\"40\" transform=\"rotate(-90 920 40)\" fill=\"white\"\/>\n<rect x=\"960\" y=\"120\" width=\"40\" height=\"40\" transform=\"rotate(-90 960 120)\" class=\"checkerboard-color\"\/>\n<rect x=\"960\" y=\"80\" width=\"40\" height=\"40\" transform=\"rotate(-90 960 80)\" fill=\"white\"\/>\n<rect x=\"960\" y=\"40\" width=\"40\" height=\"40\" transform=\"rotate(-90 960 40)\" class=\"checkerboard-color\"\/>\n<rect x=\"1000\" y=\"120\" width=\"40\" height=\"40\" transform=\"rotate(-90 1000 120)\" fill=\"white\"\/>\n<rect x=\"1000\" y=\"80\" width=\"40\" height=\"40\" transform=\"rotate(-90 1000 80)\" class=\"checkerboard-color\"\/>\n<rect x=\"1000\" y=\"40\" width=\"40\" height=\"40\" transform=\"rotate(-90 1000 40)\" fill=\"white\"\/>\n<rect x=\"1040\" y=\"120\" width=\"40\" height=\"40\" transform=\"rotate(-90 1040 120)\" class=\"checkerboard-color\"\/>\n<rect x=\"1040\" y=\"80\" width=\"40\" height=\"40\" transform=\"rotate(-90 1040 80)\" fill=\"white\"\/>\n<rect x=\"1040\" y=\"40\" width=\"40\" height=\"40\" transform=\"rotate(-90 1040 40)\" class=\"checkerboard-color\"\/>\n<rect x=\"1080\" y=\"120\" width=\"40\" height=\"40\" transform=\"rotate(-90 1080 120)\" fill=\"white\"\/>\n<rect x=\"1080\" y=\"80\" width=\"40\" height=\"40\" transform=\"rotate(-90 1080 80)\" class=\"checkerboard-color\"\/>\n<rect x=\"1080\" y=\"40\" width=\"40\" height=\"40\" transform=\"rotate(-90 1080 40)\" fill=\"white\"\/>\n<rect x=\"1120\" y=\"120\" width=\"40\" height=\"40\" transform=\"rotate(-90 1120 120)\" class=\"checkerboard-color\"\/>\n<rect x=\"1120\" y=\"80\" width=\"40\" height=\"40\" transform=\"rotate(-90 1120 80)\" fill=\"white\"\/>\n<rect x=\"1120\" y=\"40\" width=\"40\" height=\"40\" transform=\"rotate(-90 1120 40)\" class=\"checkerboard-color\"\/>\n<rect x=\"1160\" y=\"120\" width=\"40\" height=\"40\" transform=\"rotate(-90 1160 120)\" fill=\"white\"\/>\n<rect x=\"1160\" y=\"80\" width=\"40\" height=\"40\" transform=\"rotate(-90 1160 80)\" class=\"checkerboard-color\"\/>\n<rect x=\"1160\" y=\"40\" width=\"40\" height=\"40\" transform=\"rotate(-90 1160 40)\" fill=\"white\"\/>\n<rect x=\"1200\" y=\"120\" width=\"40\" height=\"40\" transform=\"rotate(-90 1200 120)\" class=\"checkerboard-color\"\/>\n<rect x=\"1200\" y=\"80\" width=\"40\" height=\"40\" transform=\"rotate(-90 1200 80)\" fill=\"white\"\/>\n<rect x=\"1200\" y=\"40\" width=\"40\" height=\"40\" transform=\"rotate(-90 1200 40)\" class=\"checkerboard-color\"\/>\n<rect x=\"1240\" y=\"120\" width=\"40\" height=\"40\" transform=\"rotate(-90 1240 120)\" fill=\"white\"\/>\n<rect x=\"1240\" y=\"80\" width=\"40\" height=\"40\" transform=\"rotate(-90 1240 80)\" class=\"checkerboard-color\"\/>\n<rect x=\"1240\" y=\"40\" width=\"40\" height=\"40\" transform=\"rotate(-90 1240 40)\" fill=\"white\"\/>\n<rect x=\"1280\" y=\"120\" width=\"40\" height=\"40\" transform=\"rotate(-90 1280 120)\" class=\"checkerboard-color\"\/>\n<rect x=\"1280\" y=\"80\" width=\"40\" height=\"40\" transform=\"rotate(-90 1280 80)\" fill=\"white\"\/>\n<rect x=\"1280\" y=\"40\" width=\"40\" height=\"40\" transform=\"rotate(-90 1280 40)\" class=\"checkerboard-color\"\/>\n<rect x=\"1320\" y=\"120\" width=\"40\" height=\"40\" transform=\"rotate(-90 1320 120)\" fill=\"white\"\/>\n<rect x=\"1320\" y=\"80\" width=\"40\" height=\"40\" transform=\"rotate(-90 1320 80)\" class=\"checkerboard-color\"\/>\n<rect x=\"1320\" y=\"40\" width=\"40\" height=\"40\" transform=\"rotate(-90 1320 40)\" fill=\"white\"\/>\n<rect x=\"1360\" y=\"120\" width=\"40\" height=\"40\" transform=\"rotate(-90 1360 120)\" class=\"checkerboard-color\"\/>\n<rect x=\"1360\" y=\"80\" width=\"40\" height=\"40\" transform=\"rotate(-90 1360 80)\" fill=\"white\"\/>\n<rect x=\"1360\" y=\"40\" width=\"40\" height=\"40\" transform=\"rotate(-90 1360 40)\" class=\"checkerboard-color\"\/>\n<rect x=\"1400\" y=\"120\" width=\"40\" height=\"40\" transform=\"rotate(-90 1400 120)\" fill=\"white\"\/>\n<rect x=\"1400\" y=\"80\" width=\"40\" height=\"40\" transform=\"rotate(-90 1400 80)\" class=\"checkerboard-color\"\/>\n<rect x=\"1400\" y=\"40\" width=\"40\" height=\"40\" transform=\"rotate(-90 1400 40)\" fill=\"white\"\/>\n<\/g>\n<\/svg>\n<\/div>\n\n\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading\">Confidentiality<\/h4>\n\n\n\n<p>We are committed to handling all complaints in a confidential manner. We ensure that complaint details are only shared with those directly involved in investigating and resolving the issue. Personal information will be protected in accordance with data protection laws, and we will take all necessary steps to prevent unauthorised access or disclosure.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading\">Complaints Outside this Process<\/h4>\n\n\n\n<p>To ensure we can thoroughly investigate and resolve concerns, we require sufficient information. This means we\u2019re unable to review anonymous complaints.<\/p>\n\n\n\n<p>Additionally, some matters fall outside our complaints process, including:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Concerns raised more than one month after the issue<\/strong>&nbsp;\u2013 unless there are genuine extenuating circumstances.<\/li>\n\n\n\n<li><strong>First-time service requests<\/strong>&nbsp;\u2013 such as repairs. We\u2019re committed to resolving issues promptly, so please give us the opportunity to put things right first.<\/li>\n\n\n\n<li><strong>Complaints that have already been fully reviewed<\/strong>&nbsp;\u2013 if we\u2019ve provided a final outcome, we won\u2019t re-investigate.<\/li>\n\n\n\n<li><strong>Anti-social behaviour concerns<\/strong>&nbsp;\u2013 these should be reported through the appropriate channels to ensure they are handled effectively.<\/li>\n\n\n\n<li><strong>Requests for early release from tenancy<\/strong>&nbsp;\u2013 as these are tenancy matters rather than complaints.<\/li>\n\n\n\n<li><strong>Matters being handled by another authority<\/strong>&nbsp;\u2013 such as a university, landlord, or ANUK tribunal.<\/li>\n<\/ul>\n\n\n\n<p><\/p>\n\n\n\n<p>If you\u2019re unsure where your concern fits, our team is happy to guide you to the right process.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading\">Customer Service Commitments<\/h4>\n\n\n\n<p>We are committed to providing a safe living environment for our residents and a safe&nbsp; working environment for our employees. As a customer, you can expect that:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Our team is helpful, respectful and courteous at all times.<\/li>\n\n\n\n<li>Our team will listen to your needs and provide clear and accurate information.<\/li>\n\n\n\n<li>Our team clearly communicate their responsibilities within our properties.<\/li>\n<\/ul>\n\n\n\n<p>For the safety of our employees, we will not tolerate the following behaviours from residents or their guests:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Rude or abusive language (including harassment in any capacity).<\/li>\n\n\n\n<li>Violent or threatening behaviour.<\/li>\n\n\n\n<li>Intoxicated behaviour (alcohol, drugs or psychoactive substances).<\/li>\n<\/ul>\n\n\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading\">Harassment Policy<\/h4>\n\n\n\n<p>We are committed to creating a safe and inclusive environment for everyone, regardless of gender, sexual orientation, race, ethnicity, religion or disability. Harassment of any kind is taken seriously and not tolerated. Both staff and residents are required to observe our policy in this area.<\/p>\n\n\n\n<p>If you experience any form of harassment within your accommodation, we encourage you to report this by following the complaints process outlined above.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p>You can download a copy of our Complaints Policy&nbsp;<a href=\"https:\/\/host-students.com\/wp-content\/uploads\/2025\/10\/Host-Complaints-Policy-2025.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">here<\/a>.<\/p>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>This policy covers: Stage 1: How to Make a Complaint If you have a concern, the first step is to speak with a member of&hellip;<\/p>\n","protected":false},"author":16,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-6667","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.5 (Yoast SEO v26.6) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Complaints Policy - Host students<\/title>\n<meta name=\"description\" content=\"Complaints Policy: Host is committed to dealing with any complaints received in a responsive and professional manner.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/host-students.com\/complaints-policy\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Complaints Policy\" \/>\n<meta property=\"og:description\" content=\"Complaints Policy: Host is committed to dealing with any complaints received in a responsive and professional manner.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/host-students.com\/complaints-policy\/\" \/>\n<meta property=\"og:site_name\" content=\"Host students\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/HostStudentsUk\/\" \/>\n<meta property=\"article:modified_time\" content=\"2025-10-20T11:09:20+00:00\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"6 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/host-students.com\/complaints-policy\/\",\"url\":\"https:\/\/host-students.com\/complaints-policy\/\",\"name\":\"Complaints Policy - Host students\",\"isPartOf\":{\"@id\":\"https:\/\/host-students.com\/#website\"},\"datePublished\":\"2025-10-06T12:17:16+00:00\",\"dateModified\":\"2025-10-20T11:09:20+00:00\",\"description\":\"Complaints Policy: Host is committed to dealing with any complaints received in a responsive and professional manner.\",\"breadcrumb\":{\"@id\":\"https:\/\/host-students.com\/complaints-policy\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/host-students.com\/complaints-policy\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/host-students.com\/complaints-policy\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/host-students.com\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Complaints Policy\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/host-students.com\/#website\",\"url\":\"https:\/\/host-students.com\/\",\"name\":\"Host students\",\"description\":\"\",\"publisher\":{\"@id\":\"https:\/\/host-students.com\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/host-students.com\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/host-students.com\/#organization\",\"name\":\"Host students\",\"url\":\"https:\/\/host-students.com\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/host-students.com\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/host-students.com\/wp-content\/uploads\/2025\/12\/Host-logo_RGB_Negative_Strap_Mint.png\",\"contentUrl\":\"https:\/\/host-students.com\/wp-content\/uploads\/2025\/12\/Host-logo_RGB_Negative_Strap_Mint.png\",\"width\":789,\"height\":502,\"caption\":\"Host students\"},\"image\":{\"@id\":\"https:\/\/host-students.com\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/HostStudentsUk\/\",\"https:\/\/www.instagram.com\/hoststudentsuk\/\",\"https:\/\/www.tiktok.com\/@hoststudentsuk\"]}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Complaints Policy - Host students","description":"Complaints Policy: Host is committed to dealing with any complaints received in a responsive and professional manner.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/host-students.com\/complaints-policy\/","og_locale":"en_US","og_type":"article","og_title":"Complaints Policy","og_description":"Complaints Policy: Host is committed to dealing with any complaints received in a responsive and professional manner.","og_url":"https:\/\/host-students.com\/complaints-policy\/","og_site_name":"Host students","article_publisher":"https:\/\/www.facebook.com\/HostStudentsUk\/","article_modified_time":"2025-10-20T11:09:20+00:00","twitter_card":"summary_large_image","twitter_misc":{"Est. reading time":"6 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/host-students.com\/complaints-policy\/","url":"https:\/\/host-students.com\/complaints-policy\/","name":"Complaints Policy - Host students","isPartOf":{"@id":"https:\/\/host-students.com\/#website"},"datePublished":"2025-10-06T12:17:16+00:00","dateModified":"2025-10-20T11:09:20+00:00","description":"Complaints Policy: Host is committed to dealing with any complaints received in a responsive and professional manner.","breadcrumb":{"@id":"https:\/\/host-students.com\/complaints-policy\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/host-students.com\/complaints-policy\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/host-students.com\/complaints-policy\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/host-students.com\/"},{"@type":"ListItem","position":2,"name":"Complaints Policy"}]},{"@type":"WebSite","@id":"https:\/\/host-students.com\/#website","url":"https:\/\/host-students.com\/","name":"Host students","description":"","publisher":{"@id":"https:\/\/host-students.com\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/host-students.com\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/host-students.com\/#organization","name":"Host students","url":"https:\/\/host-students.com\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/host-students.com\/#\/schema\/logo\/image\/","url":"https:\/\/host-students.com\/wp-content\/uploads\/2025\/12\/Host-logo_RGB_Negative_Strap_Mint.png","contentUrl":"https:\/\/host-students.com\/wp-content\/uploads\/2025\/12\/Host-logo_RGB_Negative_Strap_Mint.png","width":789,"height":502,"caption":"Host students"},"image":{"@id":"https:\/\/host-students.com\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/HostStudentsUk\/","https:\/\/www.instagram.com\/hoststudentsuk\/","https:\/\/www.tiktok.com\/@hoststudentsuk"]}]}},"_links":{"self":[{"href":"https:\/\/host-students.com\/wp-json\/wp\/v2\/pages\/6667","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/host-students.com\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/host-students.com\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/host-students.com\/wp-json\/wp\/v2\/users\/16"}],"replies":[{"embeddable":true,"href":"https:\/\/host-students.com\/wp-json\/wp\/v2\/comments?post=6667"}],"version-history":[{"count":9,"href":"https:\/\/host-students.com\/wp-json\/wp\/v2\/pages\/6667\/revisions"}],"predecessor-version":[{"id":7529,"href":"https:\/\/host-students.com\/wp-json\/wp\/v2\/pages\/6667\/revisions\/7529"}],"wp:attachment":[{"href":"https:\/\/host-students.com\/wp-json\/wp\/v2\/media?parent=6667"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}