Complaints Procedure
At Neo Students, we are committed to delivering high-quality accommodation and excellent customer service. We understand that, on occasion, things may not meet expectations. When this happens, we encourage residents to let us know. We view all complaints as an opportunity to learn and improve the services we provide.
Our aim is to resolve complaints quickly, fairly, and consistently while maintaining a positive experience for all parties involved.
Step 1: Raise Your Concern with the Site Team
If you are currently living with us, the quickest way to resolve an issue is to speak to a member of the accommodation team at reception.
If you:
- Have not yet moved in.
- Have moved out.
- Are unable to visit the reception in person.
You can contact your site team by App, telephone, video call, or email. Contact details can be found under ‘Contact Us’ within the Neo website Contact Us – Neo Students.
A complaints form can be filled out by clicking the button below.
For more complex matters, we may ask you to submit your complaint in writing so that we can fully investigate and respond appropriately.
If your concern relates to a member of staff and you are uncomfortable discussing it at site level, please proceed to Step 2.
Step 2: Escalate to the Central Team
If you feel that your complaint has not been resolved at site level, you can escalate it to the Central Team. You can request action from the central team by emailing: governance@neostudents.com
Please include the following in your written complaint:
- A brief outline of the issue.
- The name(s) of staff you’ve spoken with.
- Your preferred method of contact (phone or email).
Step 3: Acknowledgement and Investigation
- We will acknowledge receipt of your complaint within 48 hours (Monday to Friday).
- The Central Team may need to contact you for more information and will arrange a time to discuss the matter further.
- We aim to respond in full within 14 calendar days of receiving your complaint.
For more complex issues, the investigation may take longer. If this is the case, we will inform you of the revised timeline and keep you updated.
Step 4: If You Remain Dissatisfied
If you are not satisfied with the outcome of our internal complaints’ procedure, you may choose to escalate your complaint to one of the independent bodies below. Neo Students is a member of several professional organisations that offer consumer redress:
Property Redress Scheme (PRS)
Neo Students are members of the Property Redress Scheme (PRS) which is a straightforward and easy to use consumer redress (ombudsman) scheme for Property Agents and Professionals. You can contact PRS via the following website: https://www.theprs.co.uk/Consumer
Propertymark
As members of Propertymark, the UK’s professional body for letting agents, further complaints may be raised with them if other channels have not resolved your concern: www.propertymark.co.uk
