Complaints Policy | Novel Student
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Novel Student

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 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, 2 Cross Keys Close, Floor 1, Marylebone, London W1U 2DF

What will happen next?

  • We will send you a letter acknowledging receipt of your complaint within three 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 15 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 a senior member of our team.
  • We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

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.

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