Feedback & Complaints

Each year Prime Student Living provides homes for thousands of students and we receive a lot of positive feedback from many of them during their stay. Feedback is important to us whether it is good or bad we want to hear from you! There are lots of ways to give feedback including chatting to our property team face to face or via Live Chat on our website.

What happens when things go wrong?

We hope we never provide the cause to complain but sometimes we can get things wrong. If we do then we would really value your feedback this helps us put things right, make improvements and stop it happening again. Please read below for information on how to make a complaint.

Stage 1. How to complain?

In person: If you’re already living with us, the best and quickest way to resolve your issue is to speak to a member of the Prime Student Living team at reception as we are likely to be able to resolve your issue there and then.

By phone 

• Kensington House – Birmingham 0121 647 9650

By email

• Kensington House – Birmingham kensingtonhouse@primestudentliving.com

When contacting us by email please provide us with the following information: your name and room number (if applicable), contact details, and details of your issue including any actions you have already taken or anyone you have already spoken to.

Stage 2. What happens next?

We will investigate your issue thoroughly; a member of the property team will provide a response within 24 hours or the next working day.

We will try to resolve your complaint within 7 days. This may not always be possible as, depending on the complaint, we may have to speak to more people about it or engage with external contractors to assist in resolving the issue. We will keep you informed as to when we aim to resolve the issue if it cannot be resolved within 48 hours.

Stage 3. What if you’re not happy with our response?

If you are not happy with our reply you should let us know and explain why – we can then arrange for the manager to contact you directly to discuss.

Finally, if you remain unhappy, we will escalate your complaint to a Senior Manager to review and respond.

National Code of Standards

Kensington House is signed up to the National Code of Standards for Larger Developments. It’s a voluntary code and we signed up to it because we are committed to raising the standard, service and quality of student housing.

The Code enjoys the support of lots of organisations including the National Union of Students (NUS), Universities UK and The Accreditation Network UK (ANUK).

Our compliance with the Code will ensure that:

• both members and occupants enjoy the benefit of good standards of housing management and practice;
• misunderstandings and disputes are reduced; and
• where problems do occur, they are promptly resolved.

To find out more about the National Code and how they can support you, please visit their website here.

The complaint process is explained here.