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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.
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
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:
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.
Yes, you can appoint someone to deal with your complaint on your behalf. However, you must send an email stating this to the Complaints investigator, giving your authority.
The National Code has a contact at each accommodation provider. The Complaints Investigator will send them your complaint and ask for a response within 14 working days. If you are not satisfied with the provider’s response and cannot come to a resolution or agreement, then the complaint will progress to the independent complaints Tribunal who will make a final decision on the complaint.
The Complaints Investigator will review any complaints received, and will assess whether it is a matter that is contained within the Codes. If a matter is not in the National Codes, the Complaints Investigator will not be able to formally raise the matter, but they may be able to provide some information or guidance on how to resolve the issue.
The Code covers areas ranging from the marketing and advertising of the development and its facilities, to repairs and deposits. Within the Code itself, repair timescales are explained, stating how long a repair should take. The Code also covers security and fire safety.
You can access copies of the Code documents here.
Issues that are not included in the National Codes:
Before making a complaint to the National Code, you must first send a written complaint to the accommodation provider. Their complaints procedure can usually be found on their website, or you can ask at reception. If you remain unhappy after proceeding through their internal complaints procedure, and your complaint falls under the National Code, you can then lodge a formal complaint with us.