Customer Care Promise

Our Customer Care Promise outlines the levels of service you can expect from our staff and facilities. We work hard to achieve these standards and welcome your compliments, comments and complaints. 

Feedback

Your feedback is important to us, as it lets us know what we are doing well and areas where we need to improve.
You can submit your feedback by completing our online form

Complaints

We know that sometimes things go wrong, if they do we’d like to hear about them.
We have a comprehensive procedure to deal with complaints to ensure they are dealt with fairly and quickly.

Complaints can be submitted by:

• Speaking to a member of our staff
• Emailing us at accommodation-complaints@newcastle.ac.uk
• Completing our Complaints form

Find out about our feedback procedures by reading our Compliments, Comments and Complaints Procedure (PDF: 239KB).

Surveys

Each year we carry out two large scale surveys to help us build a comprehensive picture of your experience in our University-owned and Managed-partnership accommodation:

• Arrivals survey (October) 
• Red Brick National Student Housing Survey National survey (February/March)