Find Your Room

Complaints Procedure

A modern hallway with glowing neon lights on a dark wall showcases stunning architecture. Bar stools and a high table sit near large windows, while a black and white artwork featuring the number 3 hangs in the background. Ceiling pipes and track lights add an urban touch to this stylish space.

We hope it doesn’t come to this, but if you ever need to raise a complaint, we have various channels to address any concerns you may have, whether this is through Vita Student or House of Social. Neighbouring residents (within the same or adjacent street and within 200 metres of the property) also have access to and are eligible to use these complaints procedures.

Our goal is to provide the best possible service, and your feedback is essential in helping us improve. If you find yourself needing to make a complaint, we want to assure you that your concerns will be addressed in a consistent, fair, transparent, and compliant manner. We appreciate your patience and cooperation throughout our complaints process.

  1. 1. Making a Complaint
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    1. As an initial stage, complaints can be raised with your Residence team in person, via the reception phone number, or by email. Once reported, one of our team members will look into the matter and aim to resolve the issue as quickly as possible.

    2. If you feel your complaint has not been resolved satisfactorily, or if your complaint relates to the Residence Manager, it can be escalated to Senior Management by completing our online complaints form. This will be shared with residence management, regional management, and relevant senior Head Office personnel.

    3. If stages 1 and 2 do not result in a suitable resolution, residents may escalate their complaint by emailing Hello@vitastudent.com or Hello@houseofsocial.com. Complaints raised this way will be handled by a member of Senior Management not previously involved in the process. Once investigated, the outcome will be final and the complaints process will be considered exhausted.

    When submitting a complaint, please clearly outline the issue, including relevant dates, times, individuals involved, and any supporting documents.

    You will receive an acknowledgment within 48 hours confirming your complaint is being investigated. A full written response will usually be provided within 14 days, depending on the complexity of the issue.

  2. 2. Further Escalations & Disputes
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    If you remain dissatisfied after completing the internal complaints process, or believe we have failed to follow our procedures, you may be able to escalate your complaint to an independent body.

    UK sites: Complaints can be escalated via the National Code complaints portal (ANUK).

    Scotland: Residents may contact the First-tier Tribunal for Scotland Housing and Property Chamber. More information is available on the Housing and Property Chamber website.

    Barcelona: Complaints may be escalated through the OMIC consumer complaints portal.

  3. 3. Exclusions to Further Escalations
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    Complaints relating to the following will not be considered under this process:

    • Requests for a service for the first time (e.g. repairs).
    • Complaints already fully investigated.
    • Anonymous complaints.
    • Complaints regarding anti-social behaviour of another resident.
    • Requests for early release from a licence agreement.
    • Matters already handled by another authority (e.g. university, ANUK tribunal, or court).
  4. 4. Building Safety Act 2022
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    Vita Student is committed to providing a safe and secure living environment for all residents. Building Safety concerns can be raised through the complaints process outlined above and will be acknowledged, investigated, and addressed in line with our responsibilities under the Building Safety Act 2022.