Complaints Policy

Complaints Procedure for Kaplan Living

As members of the Code of Standards for providers of student accommodation, Kaplan Living adheres to its policy requirements in terms of complaints made by student residents.

Our aim is to provide students with an ‘open door’ service, to allow resolution informally and as swiftly as possible. Our 24/7 Reception coverage gives the student the opportunity to arrange an appointment for a confidential discussion with senior staff to discuss issues with which they are unhappy. A complaint can also be accepted via email. However, if the matter cannot be resolved in such a forum, we would then give the student the opportunity to escalate the matter.

We consider the above to be Stage 1 of our Complaints Procedure.

Stage 2:
Upon receipt of the written complaint, the Accommodation Operations Manager will arrange for full details of the complaint to be provided to them by the Residence Manager. The Accommodation Operations Manager will arrange to meet with the student within 10 working days of receipt of the complaint to carry out an investigation.

The Accommodation Operations Manager will then prepare a report setting out details of the resolution of the dispute and issue this report to the complainant.

If for any reason the Accommodation Operations Manager is not available during the 10 working day period, he or she will ensure that another manager of an equivalent or greater seniority is appointed to meet with the student.

Stage 3:
This is the final stage of our internal process. If the complainant is unhappy with the outcome of the Stage 2 process, he or she may refer the matter to the National Residences Manager for a further review of the complaint. The National Residences Manager will, within 10 working days of the referral from the complainant, call a meeting with the complainant to try to achieve resolution of the complaint.

If for any reason the National Residences Manager is not available during the 10 day period, he or she will ensure that another senior manager of sufficient seniority is appointed to meet with the student.

External Resolution of Complaints:
If a resolution of the complaint still cannot be achieved despite Stages 1 through 3 being exhausted, the complainant will be provided with details of the ANUK Code of Standard and details of its Complaints Procedure.

Published in January 2019