If you have a complaint, please put it in writing, including as much detail as possible, to WEST END STUDENT PROPERTIES LIMITED (trading as WESP Student Properties), 12 Newland, Lincoln LN1 1XD, or by email to office@wesplincoln.co.uk. From there we work to the timescales below. If you feel we have not sought to address your complaint within eight weeks, you may be able to refer your complaint to the Property Redress Scheme to consider without our final viewpoint on the matter.

IF YOU NEED IT DIFFERENTLY

Reasonable adjustments

We will, where appropriate, make reasonable adjustments for consumers who might be disadvantaged because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement, or who do not speak English as a first language.

What will happen next?

1

Acknowledgement

  • Within 3 working days

Within 3 working days of your complaint arriving we will acknowledge it in writing and send you a copy of this procedure with the acknowledgement.

2

Investigation

  • Within 15 working days of the original complaint

The office manager then looks into it, going through your file and speaking to whoever dealt with you. You will have the outcome of that investigation, in writing, within 15 working days of the date we first received the complaint.

3

Review

  • Within 15 working days of your request

Not happy with that outcome? Tell us, and a senior member of staff will review it afresh. Our final viewpoint on the matter goes to you in writing within 15 working days of your asking for the review.

4

Independent review

  • After our final viewpoint, or 8 weeks

If you are still not satisfied with our final viewpoint, or more than 8 weeks have elapsed since the complaint was first made, you can request an independent review from the Property Redress Scheme without charge.

Two deadlines to know. You will need to submit your complaint to the Property Redress Scheme within 12 months from the date of our final viewpoint, including any evidence to support your case. The Property Redress Scheme requires that all complaints are addressed through this in-house complaint procedure before being submitted for an independent review.
INDEPENDENT REVIEW

The Property Redress Scheme

Premiere House
1st Floor
Elstree Way
Borehamwood
WD6 1JH

Make a complaint to the PRS

Other routes are open to you as well. For disrepair, damp or a safety concern you can contact Lincoln City Council’s environmental health team, and for free confidential advice Citizens Advice or Shelter. If something simply needs fixing, the repair request form is the quickest way to log it.