Complaints procedure

  • 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 or by letter, and should be addressed to:

    Jayne Golsby
    Head of Residential Services
    Oxford Brookes University
    John Payne Building
    Headington Campus (Gipsy Lane) 
    OX3 0BP

    The Head of Residential Services 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 Director of Estates and Campus Services.

    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 who will aim to resolve your initial concern.