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Complaints Policy

Novel Student’s team members are committed to providing a professional service to all our residents and clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman or as otherwise specified in this policy to consider without our final viewpoint on the matter).

Please address your initial complaint to your community’s Property Manager. You can hand deliver to the Property Manager, send to the building’s Management Office address via post, or email the Property Manager. Alternatively, you can send the complaint in writing to our head office:

Novel Student c/o CA Ventures
1st Floor - 22 Cross Keys Close
Marylebone, London W1U 2DW

What will happen next?

IF YOU LIVE IN THE UNITED KINGDOM:

  • We will send you a letter acknowledging receipt of your complaint within two working days of receiving it, enclosing a copy of this procedure.
  • We will then investigate your complaint. This will normally be dealt with by the community’s Property Manager who will review your file and speak to the member of the team who dealt with you. A formal written outcome of our investigation will be sent to you within ten working days of sending the acknowledgement letter.
  • If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by the Regional Manager who will write you a letter acknowledging receipt of your file within two working days.
  • We will write to you within ten working days of receiving your request for a review, confirming our further viewpoint on the matter.
  • If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a final review to take place by the Head of Operations who will write to you acknowledging receipt of your file within two working days and an overall response in ten working days. They may arrange a call or meeting with you to discuss and find a resolution. Once a decision has been made this is the end of our internal procedure.
  • If you are still not satisfied after the last stage of the internal complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) and the subject of your complaint is covered under the ANUK National Code of Standards, then you may submit a complaint under the ANUK complaints procedure, you can refer your case to ANUK online complaint online or in writing addressed to:
  • The National Codes Administrator
    c/o Unipol Student Homes
    155-157 Woodhouse Lane
    Leeds LS2 3ED

    Alternatively, you can also complain to The Property Ombudsman without charge.

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury, Wiltshire SP1 2BP
01722 333 306
admin@tpos.co.uk | www.tpos.co.uk

Please note the following:

  • You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
  • The Property Ombudsman requires that all complaints are addressed through this internal complaints procedure, before being submitted for an independent review.
  • WE ARE MEMBERS OF PROPERTYMARK

    • If you feel that your complaint has not been satisfactorily dealt with by ourselves and the redress scheme, you can send your complaint to Propertymark. Go to the Propertymark website to download the complaint form.
    • Propertymark investigate complaints against their members where there is evidence an agent has breached their Conduct and Membership rules. Examples of this include, but are not limited to, misuse of client money, failure to uphold high standards of ethical and professional practice and failure to respond to correspondence.
    • Once in receipt of the TPO review you have 6 months in which to refer your complaint to Propertymark for further details please see link here: www.propertymark.co.uk/professional-standards/complaints.html

IF YOU LIVE IN SCOTLAND

  • We will send you a letter acknowledging receipt of your complaint within two working days of receiving it, enclosing a copy of this procedure.
  • We will then investigate your complaint. This will normally be dealt with by the community’s Property Manager who will review your file and speak to the member of the team who dealt with you. A formal written outcome of our investigation will be sent to you within ten working days of sending the acknowledgement letter.
  • If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by the Regional Manager who will write you a letter acknowledging receipt of your file within two working days.
  • We will write to you within ten working days of receiving your request for a review, confirming our final viewpoint on the matter.
  • If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a final review to take place by the Head of Operations who will write to you acknowledging receipt of your file within two working days and an overall response in ten working days. They may arrange a call or meeting with you to discuss and find a resolution. Once a decision has been made this is the end of our internal procedure.
  • If you are still not satisfied after the last stage of the internal complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge. You are not obligated to use this service and can opt to go directly to the First-tier Tribunal as explained below.

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury, Wiltshire SP1 2BP
01722 333 306
admin@tpos.co.uk | www.tpos.co.uk

Please note the following:

  • You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
  • The Property Ombudsman requires that all complaints are addressed through this internal complaints procedure, before being submitted for an independent review.

You may apply to the First-tier Tribunal for Scotland (Housing & Property Chamber) if we have breached the Scottish Letting Agent Code of Practice and you remain dissatisfied once the above stages have been exhausted, or if we do not process your complaint within reasonable timescales as noted in this procedure. You can contact the Housing & Property Chamber at:

Glasgow Tribunals Centre
20 York Street
Glasgow G2 8GT
0141 3025900
https://www.housingandpropertychamber.scot

Novel Student is registered with the Scottish Letting Agent Register (registration number LARN2111002) and is required to adhere to the Scottish Letting Agent Code of Practice which can be found at http://www.legislation.gov.uk/ssi/2016/133/schedule/made.

In accordance with the code we will retain (in electronic or paper form) all correspondence about a complaint for five years.

If a breach of the ANUK Code of Standards is not corrected, you can submit a complaint online or in writing addressed to:

The National Codes Administrator
c/o Unipol Student Homes
155-157 Woodhouse Lane
Leeds LS2 3ED

WE ARE MEMBERS OF PROPERTYMARK

  • If you feel that your complaint has not been satisfactorily dealt with by ourselves and the redress scheme, you can send your complaint to Propertymark. Go to the Propertymark website to download the complaint form.
  • Propertymark investigate complaints against their members where there is evidence an agent has breached their Conduct and Membership rules. Examples of this include, but are not limited to, misuse of client money, failure to uphold high standards of ethical and professional practice and failure to respond to correspondence.
  • Once in receipt of the TPO review you have 6 months in which to refer your complaint to Propertymark for further details please see link here: www.propertymark.co.uk/professional-standards/complaints.html

    IF YOU LIVE IN IRELAND:

    If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below.

    Please address your initial complaint to your community’s Property Manager. You can hand deliver to the Property Manager, send to the building’s Management Office address via post, or email the Property Manager. Alternatively, you can send the complaint in writing to our office:

    Novel Student c/o Crestbridge
    Suite 101-103
    16 Fitzwilliam Place Dublin 2
    Ireland
    D02 FF82

    What will happen next?

    • We will send you a letter acknowledging receipt of your complaint within two working days of receiving it, enclosing a copy of this procedure.
    • We will then investigate your complaint. This will normally be dealt with by the community’s Property Manager who will review your file and speak to the member of the team who dealt with you. A formal written outcome of our investigation will be sent to you within ten working days of sending the acknowledgement letter.
    • If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by the Regional Manager who will write you a letter acknowledging receipt of your file within two working days.
    • We will write to you within ten working days of receiving your request for a review, confirming our final viewpoint on the matter.
    • If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a final review to take place by the Head of Operations who will write to you acknowledging receipt of your file within two working days and an overall response in ten working days. They may arrange a call or meeting with you to discuss and find a resolution. Once a decision has been made this is the end of our internal procedure.
    • If you are still not satisfied after the last stage of the internal complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request dispute resolution from the RTB by contacting them at the information listed below.
    • You can separately submit a complaint to the RTB at any time.

    Residential Tenancies Board
    PO Box 47
    Clonakilty Cork
    Ireland
    www.rtb.ie

    IF YOU LIVE IN SPAIN:

    If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below.

    Please address your initial complaint to your community’s Property Manager. You can hand deliver to the Property Manager, send to the building’s Management Office address via post, or email the Property Manager. Alternatively, you can send the complaint in writing to our office:

    Novel Student c/o CA Ventures
    Avenida Diagonal, 409, 1a
    08008 Barcelona, Spain

    What will happen next?

    • We will send you a letter acknowledging receipt of your complaint within two working days of receiving it, enclosing a copy of this procedure.
    • We will then investigate your complaint. This will normally be dealt with by the community’s Property Manager who will review your file and speak to the member of the team who dealt with you. A formal written outcome of our investigation will be sent to you within ten working days of sending the acknowledgement letter.
    • If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place he Regional Manager who will write you a letter acknowledging receipt of your file within two working days.
    • We will write to you within ten working days of receiving your request for a review, confirming our final viewpoint on the matter.
    • If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a final review to take place by the Head of Operations who will write to you acknowledging receipt of your file within two working days and an overall response in ten working days. They may arrange a call or meeting with you to discuss and find a resolution. Once a decision has been made this is the end of our internal procedure.
    • If you are still not satisfied after the last stage of the internal complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request a Claim Form at the property and use it when contacting your Local Office of Consumer Information (O.M.I.C), or the General Consumer Office of your Autonomous Community. This action will begin a mediation process with us to enable a satisfactory outcome for both parties.

    Oficinas Municipales de Informacion al Consumidor (OMIC)

    Dirección General de Consumo