Accommodation complaints procedure

The objective of Oxford Brookes University is to provide the highest quality services and facilities to applicants and students.

We use any comments you make to help us to improve our service. However, if there are areas of our provision that concern you or about which you wish to make a formal complaint our procedure is as follows: 

Complaints regarding accommodation after you have started your studies

If you wish to make a complaint about your accommodation or the services provided in your accommodation after you have enrolled at the University you should first contact either the halls team (at your respective hall) or the Accommodation Bureau to report the problem and gain advice/resolution. If you feel that you were not treated fairly after contacting these teams you can get independent advice from the Brookes Union Advice Centre (BUAC) and if appropriate submit a complaint using the University Complaints Process:

Complaints regarding applying for halls accommodation

This process should only be used If you have not yet arrived and enrolled at the University.

If you are dissatisfied with the outcome of your application for halls of residence, in the first instance you should contact our Accommodation Bureau.

The Accommodation Bureau will try to address your concerns in line with our accommodation allocation policy. Our staff will aim to resolve your problem as promptly as possible - please be aware that the start of the academic year is always a time of peak demand.

If you are dissatisfied with the way your situation has been handled, you may make a formal complaint.

All complaints received from applicants/students regarding applying for halls accommodation will be considered individually. Please include supporting details, such as previous correspondence or documentation. Complaints can be submitted by email to accomm@brookes.ac.uk or by letter, and should be addressed to/for the attention of:

Pete Toomer
Head of the Accommodation Bureau
Oxford Brookes University
Lloyd Building
Headington Campus (Gipsy Lane)
Oxford OX3 0BP

The Head of the Accommodation Bureau will conduct an investigation into your complaint and respond accordingly. Where an applicant/student is not satisfied with the outcomes of this investigation, the complaint will be referred to the Residential Operations Manager.

Please note: The complaints process is a separate and formal mechanism for reviewing the University’s actions. While your complaint will be considered as soon as possible, you need to continue to deal with the Accommodation Bureau staff who will aim to resolve your initial concern.

Contact

Opening hours

  • Monday-Thursday: 9.30am to 4.30pm
  • Friday: 9.30am to 4.00pm
  • Phone lines are open Monday-Friday 9.00am to 4.30pm

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