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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 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, 1st Floor – 22 Cross Keys Close, Marylebone, London W1U 2DW

What will happen next?

If you live in England or Wales:

  • 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.
  • 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.

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.

If you live in Scotland:

  • 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.
  • 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.

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 (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.

 

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