Accommodation complaints procedure

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.