What kind of complaints can the National Code help with? Expand The National Code Complaints Process can handle complaints about breaches of the National Code. The National Code is split into sections which include the following: Section 1 Accommodation Providers should conduct their business “in a professional, courteous and diligent manner at all times” Section 2 Equality and Diversity Section 3 Prior to Occupancy Marketing and the accuracy of property details Tenancy Agreements / Contracts Wifi Late construction Section 4 During Occupancy Access notification Repairs and maintenance – including repair timescales Facilities (Bedrooms, Kitchen, Bathrooms, etc) Post / Parcel Deliveries Section 5 Health and Wellbeing Section 6 Health and Safety Hazards Fire safety Building Security Environment Lifts Section 8 Deposits Section 9 Handling Disputes / Complaints It is not within the remit of the National Code Complaints Process to intervene in the following: Legal disputes pertaining to matters of Law, such as Contracts, Rent and Compensation If your complaint concerns legal matters, eg Contracts, Rent and Compensation, we would recommend you get some legal advice. Your Student’s Union or Citizens’ Advice Bureau may be able to give some free legal advice. Generally, complaints procedures cannot be used in situations where the courts have already become involved, where police action is pending or a criminal charge has been laid. Disputes concerning deposit deductions If you wish to disputes a deductions from your deposit, you should raise this via the company who protects your deposit.
Is there a deadline for making a complaint? Expand Complaints must be received within 6 months of the end of the tenancy.
Who can complain to the National Code? Expand The National Code Complaints Process is open to tenants and parents / guardians representing the tenant. If the complainant is a representative of the tenant, we will require permission in writing from the tenant. We can accept complaints from former tenants, however Complaints cannot be submitted more than six months after the end of the tenancy. The National Code Complaints Process is also open to universities, local authorities, the company secretary of Unipol Student Homes, and the Vice President (Welfare) of NUS (but only in respect of general issues relating to the Codes).
Do I need to do anything before making a complaint? Expand Before making a complaint to the National Code, you should raise the complaint directly with your Accommodation Provider. We may ask to see evidence you have done this. Your Accommodation Provider will have their own procedure for handling complaints. You should find this on their website, along with contact details and timescales for responding. If you have problems accessing your Accommodation Provider’s Complaints Procedure please get in touch.
I don’t want to make a formal complaint, I only want some advice. Can I contact the National Code? Expand Yes, you are welcome to get in touch with us for general advice on any issues you may be having with your accommodation provider and we will do our best to help.
Can I make an anonymous complaint? Expand We are happy to have an informal chat and pass feedback on anonymously - just get in touch. Unfortunately we’re unable to escalate anonymous complaints through the formal complaints process because this would require investigating the specific details of the case and sharing information with our members.
I want to end my tenancy early but the provider says I must find a replacement tenant. Can I complain? Expand As tenancy contracts are legally binding agreements, students normally have to find a replacement tenant to take over the remainder of their contract. As this is a legal matter, we recommend students visit their Student Union advice team for some legal advice and support. You may want to ask the provider if they can help you advertise your room online.
Can the National Code award compensation to me? Expand Neither the complaints process nor the independent complaints Tribunal can pursue or award compensation to complainants. As a voluntary code of practice, the National Codes has no authority to determine claims for or compel members to provide compensation, with the exception of some prescribed payments in relation to new or refurbished buildings and late construction. Claims for compensation are legal matters which are typically resolved through court action or by negotiation between the landlord and tenant, and the National Codes cannot be involved in this process. If a tenant feels they may be due compensation because they have suffered financial loss or inconvenience, and is considering court action, the tenant may wish to take legal advice. Most Student Unions have a legal advice service which can provide this, or they could approach the Citizens Advice Bureau. Alternatively they may wish to put their reasons and specific claims into a letter
I don’t agree with the deductions to my deposit by my accommodation provider. Can I complain to the National Code? Expand Deposit deductions do not fall under the remit of the Code. However, if your tenancy ended more than 28 days ago and your accommodation provider has still not returned your deposit then you can get in touch with us about this and we can contact them on your behalf. If relevant, you can also raise deposit disputes via whichever scheme your deposit is protected in: Deposit Protection Scheme MyDeposits Tenancy Deposit Scheme