Thank you for choosing to stay with Ashcourt for this academic year. We hope that you have had an enjoya- ble experience with us up to now and want you to be happy with your new student home.
We are committed to helping you resolve any queries or complaints which may arise during your tenancy with us in a quick and effective manner. If we have fallen short of your expectations in any way, we want you to let us know.
Our customer complaints procedure has been designed to ensure that your query is resolved as soon as pos- sible by directing you straight to the staff member best placed to help. You can rest assured that each mem- ber of our team is empowered to make decisions to resolve your query as quickly as possible.
If you’d like to make a complaint, or simply have a query about your tenancy, please follow the step by step guide in the order below.
STEP 1
Our accommodation team are empowered to resolve most of your queries and so your first point of contact should be the onsite reception team. If you do not wish to visit our offices in person, you can make contact with us by calling 01482 244 240, via emailing
STEP 2
If you feel that your enquiry has not been resolved to your satisfaction, at this stage your complaint must be submitted, in writing, within 14 days of the incident.
Please write to our head office by email to
Or by post to the following address:
FAO Paul Balfour
Management Office
Ashcourt House
60 Cottingham Road
Hull
HU6 7SD
STEP 3
In the unlikely event that your complaint still has not reached a satisfactory conclusion, please write to direc-tor level by the following address:
FAO Matthew Winter
Head of Student Accommodation
Management Office Ashcourt House
60 Cottingham Road
Hull
HU6 7SD
Please do not be tempted to skip a step – our process has been designed to help resolve your query as quickly as possible, by putting you in touch with the right person at the right time.