Check You're Covered

Evidence we Need

We receive a high volume of complaints. To help is process your complaint quickly, please ensure you read through the full guidance below.

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What to Include

Summary

Summary (optional)

  • You can include an optional one page summary of your complaint. 

  • The complaint form will ask for a breakdown of what clauses have been breached and the resolution you would like so this summary section in your evidence document is entirely optional.

  • Please note that one page is the maximum. While we know it can be difficult to express everything into one page, going over this will increase the time it takes us to process your complaint.

  • If we require more information on anything we will always ask. 

Emails etc.

Emails etc.

  • Please include evidence that you have raised your complaint with your provider and engaged with their internal complaints process.

  • Please also include any other relevant emails or reports between yourself and the provider.

  • If you spoke to a member of staff in person or via the phone please include a note of the date and briefly what was discussed.

Images

Images

  • If you are making a complaint about repairs or the condition of the building please include photos of the damage or affected areas.

  • These photos are just to help our understanding so just a couple is enough.

What we don't need

  • A summary longer than one page

  • Your entire tenancy or license agreement - if you complaint relates to specific clauses in the agreement please include use these clauses

  • Medical documents

  • Correspondence with teams outside of your accommodation - e.g., your university support services

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How to Format

  • Emails should be copied into your evidence document not screenshotted, wherever possible

  • Ensure the date, time, sender, and receiver are clearly shown.

  • Export your document as a PDF if you are able to - if you are struggling with this step we can also accept word documents or similar.

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A Note on AI

We are aware that the use of Artificial Intelligence (AI) can be helpful in formatting your complaint, however, please do use AI with caution. 

  • When citing clauses AI will often reference the wrong sections of the code or invent entirely new sections. 

  • If you ask AI to write your complaint it will normally write an extremely long summary without much valuable information.

  • AI will also often tell you what you would like to hear so when asking it if we can help with a certain issue it will most likely say yes even if we cannot.

Because of this, we ask that you please ensure you avoid using AI where possible and ensure you check the accuracy of any AI generated statements before sending them.

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