Accommodation complaints

The request was successful.

Hello,
I hope whoever is reading this is keeping well.
This is a request for information under the FOI Act 2000.
Please could you answer the questions for the academic year of 2020/21.
1) How many complaints/reports from undergraduates regarding issues with their university accommodation (for example, but not limited to: halls, university owned accommodation) did your residential services or student living team receive over the requested period?
Issues include but are not limited to: asbestos, mould, vermin/pests, broken heating systems, biocides, lead, carbon monoxide and fuel combustion products.
Please can you break down the response to Q1 into the date the issue was reported/complained about, the type of issue- as exampled above- that was reported/complained about and the date the issue was resolved (for example, if vermin was reported, what day did pest control contractors visit the accommodation to get rid of the pests).
2) How much money did your university pay in compensation which related to the accommodation complaints identified in Q1. How many of the accommodation complaints identified in Q1 were upheld?
3) If there is time under the act, please can you send me all the correspondence (likely, but not limited to, email from the student) - with all personal or potentially identifiable information redacted- sent to the residential services/accommodation manager complaining about the accommodation over the requested period. Can you limit this to complaints which resulted in compensation being paid out/awarded to the student.
Best,
Yohannes Lowe

Gemma Harris, University of Worcester

Dear Mr Lowe

Thank you for your request of yesterday's date of which I acknowledge safe receipt.

We will endeavour to provide a full response within 20 working days of receipt.

If you have any queries in the meantime, please contact me quoting the reference in the subject line.

Yours sincerely

Gemma Harris
Information Governance Officer
Directorate
Office: 01905 543032 | Department number: 01905 855000 Website: www.worcester.ac.uk

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Gemma Harris, University of Worcester

Dear Mr Lowe

Further to your request of 5th August I am pleased to confirm that we have not received any formal complaints via our complaints process regarding university accommodation during the last academic year to date.

I am obliged, under the Freedom of Information Act, to inform you of our complaints procedures in case you are unhappy about the way in which your request has been dealt with.

If you are unhappy with the way your request for information has been handled, you can request a review by writing to Helen Johnstone, Data Protection Officer, University of Worcester, Henwick Grove, Worcester WR2 6AJ.

If you remain dissatisfied with the handling of your request or complaint, you have a right to appeal to the Information Commissioner at: The Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF. Telephone: 0303 123 1113 – www.ico.gov.uk

If I can be of any further assistance please do not hesitate to contact me.

Yours sincerely,

Gemma Harris
Information Governance Officer
Directorate
Office: 01905 543032 | Department number: 01905 855000 Website: www.worcester.ac.uk

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