The Complaints Process

The complaints process can be used by tenants who live in an accredited property and believe the landlord is breaching the Unipol Code of Standards. 

Firstly, we will make sure that the complainant has raised the issues in writing with the landlord and has given them chance to respond. 

Next, with permission from the tenant, the Code and Complaints Investigator will write to notify the Landlord that there has been a Formal Complaint and they have 7 days to respond.  

If we’re concerned about the standards of the property itself, we’ll carry out an inspection.  We will work with both parties to try resolve the complaint and any breaches of the Code.

If this is not possible, then the complaint may be referred to a Code Tribunal. 

Complaints about Coronavirus

On top of the normal code complaints, in 2020 the Code received approximately 120 additional contacts relating to coronavirus across all the Codes.  The vast majority of these were from National Code tenants and concerned rent refunds. 

The Codes don’t include any specific requirements pertaining to the contractual relationships between members and tenants, as these are governed by contract law. Nor do the Codes cover the handling of the pandemic.  However, the guidance was issued to enable Unipol to investigate complaints relating to Coronavirus if a Provider seemed to be acting unfairly or if an individual had exceptional circumstances that hadn’t been taken into account when providers were managing schemes for refunding rents or releasing tenants.

Information on the number of complaints received can be found on the National Codes website at

From 1st September 2020 to 31st July 2021 the National Code Complaints and Enquiries received 306 complaints (compared with 250 at the same time in 2020) and the top 5 causes of complaint were:

Seeks release/refund	170
Repairs	26
Condition upon arrival	14
Contract/rent	14
Customer service	12

303 complaints have been resolved (212 by the supplier, 90 by the investigator, 1 case has been resolved by a Tribunal and 3 cases remain open).

Complaints by Month 2020-2021
2020	Number of Complaints
September	16
October	27
November	22
December	18
January	28
February	79
March	46
April	23
May	20
June	19
July	8
Total	306