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0 obj << /Type /StructElem /S /Figure /P 77 0 R /Pg 9 0 R /K [12] >> endobj 127 0 obj << /Type /StructElem /S /P /E (Residential Services is made up of the following departments that provide the following accommodation services to students:) /Alt () /Pg 9 0 R /K [0] >> endobj 128 0 obj << /Type /StructElem /S /Figure /P 77 0 R /Pg 9 0 R /K [13] >> endobj 129 0 obj << /Type /StructElem /S /Figure /P 77 0 R /Pg 9 0 R /K [14] >> endobj 130 0 obj << /Type /StructElem /S /Figure /P 77 0 R /Pg 9 0 R /K [15] >> endobj 131 0 obj << /Type /StructElem /S /Figure /P 77 0 R /Pg 9 0 R /K [16] >> endobj 132 0 obj << /Type /StructElem /S /Figure /P 77 0 R /Pg 9 0 R /K [17] >> endobj 133 0 obj << /Type /StructElem /S /P /E (Accommodation: responsible for managing the allocations and booking of rooms within the Intercollegiate Halls;) /Alt () /Pg 9 0 R /K [2] >> endobj 134 0 obj << /Type /StructElem /S /P /E (Residential Life: responsible for the pastoral support, community building and discipline within the Intercollegiate Halls;) /Alt () /Pg 9 0 R /K [3] >> endobj 135 0 obj << /Type /StructElem /S /P /E (Halls Management: responsible for the facilities management of the Intercollegiate Halls, including maintenance, housekeeping, security and catering;) /Alt () /Pg 9 0 R /K [4] >> endobj 136 0 obj << /Type /StructElem /S /P /E (Private Housing and Advice team: responsible for a range of services to assist and support students looking for, and currently living in, private accommodation. ) /Alt () /Pg 9 0 R /K [5] >> endobj 137 0 obj << /Type /StructElem /S /P /E (Catering and hospitality: responsible for the catered provision in our catered residence) /Alt () /Pg 9 0 R /K [6] >> endobj 138 0 obj << /Type /StructElem /S /P /E (We strive at all times to provide you with excellent service. However, we know that even in the most efficient of organisations, things can very occasionally go wrong and services may not be delivered as they should be. This procedure outlines how you can get in touch with us when you have a complaint to make. ) /Alt () /Pg 9 0 R /K [7] >> endobj 139 0 obj << /Type /StructElem /S /H1 /T (Who can complain?) /E (Who can complain?) /Alt () /Pg 9 0 R /K [10] >> endobj 140 0 obj << /Type /StructElem /S /Figure /P 77 0 R /Pg 9 0 R /K [18] >> endobj 141 0 obj << /Type /StructElem /S /P /E (The procedure is open to residents who receive a service from one of the aforementioned teams within the Residential Services department.) /Alt () /Pg 9 0 R /K [8] >> endobj 142 0 obj << /Type /StructElem /S /P /E (Under our complaints procedure, we will only accept complaints submitted individually. Each affected individual has the right to raise their own separate complaint. We will not respond to complaints submitted on behalf of a group; any group complaint will be considered as pertaining solely to the individual who submitted it.) /Alt () /Pg 9 0 R /K [9] >> endobj 143 0 obj << /Type /StructElem /S /Figure /P 77 0 R /Pg 9 0 R /K [19] >> endobj 144 0 obj << /Type /StructElem /S /H1 /T (What can you complain about?) /E (What can you complain about?) /Alt () /Pg 10 0 R /K [5] >> endobj 145 0 obj << /Type /StructElem /S /Figure /P 78 0 R /Pg 10 0 R /K [6] >> endobj 146 0 obj << /Type /StructElem /S /P /E (A complaint is an expression of dissatisfaction about, for example, something we have done or not done, a decision we have made, or about the standard of service provided by us or on our behalf. This might include: not meeting obligations outlined in regulations or our policies, student handbooks or promotional material; concerns about the delivery or administration of a service, facilities and their condition; conduct and actions of a member of our team, or other aspects of the resident experience.) /Alt () /Pg 10 0 R /K [3] >> endobj 147 0 obj << /Type /StructElem /S /P /E (A complaint submitted under this Procedure will usually be about something that has a direct impact on the resident making the complaint.) /Alt () /Pg 10 0 R /K [4] >> endobj 148 0 obj << /Type /StructElem /S /H1 /T (What is the timeframe for submitting a complaint?) /E (What is the timeframe for submitting a complaint?) /Alt () /Pg 10 0 R /K [2] >> endobj 149 0 obj << /Type /StructElem /S /Figure /P 78 0 R /Pg 10 0 R /K [7] >> endobj 150 0 obj << /Type /StructElem /S /Figure /P 78 0 R /Pg 10 0 R /K [8] >> endobj 151 0 obj << /Type /StructElem /S /P /E (Complaints should be submitted as soon as possible after the event in question, as this facilitates timely investigation and enables the University to take prompt corrective action where necessary.) /Alt () /Pg 10 0 R /K [0] >> endobj 152 0 obj << /Type /StructElem /S /P /E (At the most, complaints must be submitted within 3 calendar months of the event giving rise to the complaint. Complaints submitted beyond this timeframe will normally be deemed to be out of time and will not be considered unless there are compelling reasons supported by evidence to demonstrate why the complaint was not raised within the required timeframes.) /Alt () /Pg 10 0 R /K [1] >> endobj 153 0 obj << /Type /StructElem /S /Figure /P 78 0 R /Pg 10 0 R /K [9] >> endobj 154 0 obj << /Type /StructElem /S /H1 /T (Stage 1: Informal resolution process) /E (Stage 1: Informal resolution process) /Alt () /Pg 11 0 R /K [1] >> endobj 155 0 obj << /Type /StructElem /S /Figure /P 79 0 R /Pg 11 0 R /K [13] >> endobj 156 0 obj << /Type /StructElem /S /P /E <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> /Alt () /Pg 11 0 R /K [0] >> endobj 157 0 obj << /Type /StructElem /S /P /E (College Hall: ) /Alt () /Pg 11 0 R /K [3] >> endobj 158 0 obj << /Type /StructElem /S /P /E (Connaught Hall: ) /Alt () /Pg 11 0 R /K [4] >> endobj 159 0 obj << /Type /StructElem /S /P /E (Eleanor Rosa House: ) /Alt () /Pg 11 0 R /K [5] >> endobj 160 0 obj << /Type /StructElem /S /P /E (Garden Halls: ) /Alt () /Pg 11 0 R /K [6] >> endobj 161 0 obj << /Type /StructElem /S /P /E (Handel Mansions: ) /Alt () /Pg 11 0 R /K [7] >> endobj 162 0 obj << /Type /StructElem /S /P /E (International Hall:) /Alt () /Pg 11 0 R /K [8] >> endobj 163 0 obj << /Type /StructElem /S /P /E (Nutford House:) /Alt () /Pg 11 0 R /K [9] >> endobj 164 0 obj << /Type /StructElem /S /H2 /T (info.college@london.ac.uk info.connaught@london.ac.uk info.erh@london.ac.uk info.gardens@london.ac.uk info.ih@london.ac.uk info.ih@london.ac.uk info.nh@london.ac.uk) /E (info.college@london.ac.uk info.connaught@london.ac.uk info.erh@london.ac.uk info.gardens@london.ac.uk info.ih@london.ac.uk info.ih@london.ac.uk info.nh@london.ac.uk) /Alt () /Pg 11 0 R /K [2] >> endobj 165 0 obj << /Type /StructElem /S /P /E (Except for complaints related to the personal conduct of Residential Services staff, formal complaints will not be considered unless the informal resolution process has been engaged first, as this step is essential for providing us the opportunity to resolve the issue promptly.) /Alt () /Pg 11 0 R /K [10] >> endobj 166 0 obj << /Type /StructElem /S /P /E <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> /Alt () /Pg 11 0 R /K [11] >> endobj 167 0 obj << /Type /StructElem /S /P /E (A record of all correspondence and telephone calls should be maintained by the service handling the complaint. ) /Alt () /Pg 11 0 R /K [12] >> endobj 168 0 obj << /Type /StructElem /S /Figure /P 79 0 R /Pg 11 0 R /K [14] >> endobj 169 0 obj << /Type /StructElem /S /H1 /T (Stage 2: Formal complaints process) /E (Stage 2: Formal complaints process) /Alt () /Pg 12 0 R /K [8] >> endobj 170 0 obj << /Type /StructElem /S /Figure /P 80 0 R /Pg 12 0 R /K [10] >> endobj 171 0 obj << /Type /StructElem /S /P /E (Initiating Stage 2: To escalate an informal complaint to Stage 2 of the formal complaints process, you must submit your complaint in writing. This submission should clearly outline the nature of the complaint, the outcome you are seeking, and include any supporting evidence. All complaints should be directed to:) /Alt () /Pg 12 0 R /K [0] >> endobj 172 0 obj << /Type /StructElem /S /P /E (Acknowledgement and Confirmation: Upon receipt of your written complaint, you will receive confirmation of whether your complaint has been accepted for Stage 2 consideration within 5 working days of submission. ) /Alt () /Pg 12 0 R /K [1] >> endobj 173 0 obj << /Type /StructElem /S /P /E (Investigation: If your complaint is accepted, an investigation will be conducted by the Residential Services senior leadership team \(manager directly responsible for the service in question\). This investigation may involve gathering and verifying evidence, consulting with involved parties, and requesting additional information from you.) /Alt () /Pg 12 0 R /K [2] >> endobj 174 0 obj << /Type /StructElem /S /P /E (Requirements for Escalation: If you are escalating a complaint that was not resolved at Stage 1, you must make your submission within 28 days of the Stage 1 conclusion. Your escalation request should detail the efforts made to resolve the issue at Stage 1 and explain why you remain dissatisfied.) /Alt () /Pg 12 0 R /K [3] >> endobj 175 0 obj << /Type /StructElem /S /P /E (Exceptional Circumstances: In exceptional circumstances, a complaint may be considered at Stage 2 without completing Stage 1, at the discretion of the Residential Services senior leadership team \(manager directly responsible for the service in question\). If you believe your situation warrants such consideration, include a clear explanation in your submission.) /Alt () /Pg 12 0 R /K [4] >> endobj 176 0 obj << /Type /StructElem /S /P /E (Resolution Timeline: We aim to resolve a stage 2 formal complaint within 28 days of receipt. If additional time is required due to the complexity of the case, we will notify you of revised time limits and keep you updated on progress.) /Alt () /Pg 12 0 R /K [5] >> endobj 177 0 obj << /Type /StructElem /S /P /E (Further Steps: If additional information from you is needed to make a decision on the outcome of your stage 2 formal complaint, you will be promptly informed of the necessary next steps to proceed with your complaint.) /Alt () /Pg 12 0 R /K [6] >> endobj 178 0 obj << /Type /StructElem /S /P /E (Outcome: You will receive an email from the Residential Services senior leadership team \(manager directly responsible for the service in question\) informing you of the outcome, normally within 28 days of receipt of your formal complaint. The outcome email will set out the reasons for the decision and any actions that will be taken by the University.) /Alt () /Pg 12 0 R /K [7] >> endobj 179 0 obj << /Type /StructElem /S /Figure /P 80 0 R /Pg 12 0 R /K [11] >> endobj 180 0 obj << /Type /StructElem /S /P /E (Email: residentialservices.complaints@london.ac.uk ) /Alt () /Pg 12 0 R /K [9] >> endobj 181 0 obj << /Type /StructElem /S /Figure /P 80 0 R /Pg 12 0 R /K [12] >> endobj 182 0 obj << /Type /StructElem /S /Figure /P 80 0 R /Pg 12 0 R /K [13] >> endobj 183 0 obj << /Type /StructElem /S /H1 /T (Stage 3: Review by the Director of Residence) /E (Stage 3: Review by the Director of Residence) /Alt () /Pg 13 0 R /K [0] >> endobj 184 0 obj << /Type /StructElem /S /Figure /P 81 0 R /Pg 13 0 R /K [10] >> endobj 185 0 obj << /Type /StructElem /S /Figure /P 81 0 R /Pg 13 0 R /K [11] >> endobj 186 0 obj << /Type /StructElem /S /P /E (The purpose of this stage is to review the process to ensure that appropriate procedures were followed and that the decision made was reasonable.) /Alt () /Pg 13 0 R /K [1] >> endobj 187 0 obj << /Type /StructElem /S /P /E (If you are not satisfied with the outcome of your complaint at Stage 2, you can only escalate the matter to Stage 3 for review on one or more of the following grounds: ) /Alt () /Pg 13 0 R /K [2] >> endobj 188 0 obj << /Type /StructElem /S /Figure /P 81 0 R /Pg 13 0 R /K [12] >> endobj 189 0 obj << /Type /StructElem /S /P /E (That the procedures set out in Stage 1 and Stage 2 were not followed properly.) /Alt () /Pg 13 0 R /K [3] >> endobj 190 0 obj << /Type /StructElem /S /Figure /P 81 0 R /Pg 13 0 R /K [13] >> endobj 191 0 obj << /Type /StructElem /S /P /E (New evidence has emerged that could not have been reasonably presented during Stage 1 or Stage 2, which might have significantly influenced the decisions previously made by the University.) /Alt () /Pg 13 0 R /K [5] >> endobj 192 0 obj << /Type /StructElem /S /Figure /P 81 0 R /Pg 13 0 R /K [14] >> endobj 193 0 obj << /Type /StructElem /S /P /E (The outcome of Stage 2 was manifestly unreasonable. Appellants must demonstrate that, based on the evidence presented, the decision taken by the Residential Services senior leadership team was clearly unreasonable. This criterion does not apply to instances of mere disagreement with the decision.) /Alt () /Pg 13 0 R /K [4] >> endobj 194 0 obj << /Type /StructElem /S /P /E (Initiating Stage 3: To escalate your stage 2 formal complaint for review, you must submit your complaint in writing. This submission should clearly outline how you meet one or more of the 3 criterion above, include any supporting evidence. This should be directed to:) /Alt () /Pg 13 0 R /K [6] >> endobj 195 0 obj << /Type /StructElem /S /P /E (Acknowledgement and Confirmation: Upon receipt of your review, you will receive confirmation of whether your complaint has been accepted for Stage 3 consideration within 5 working days of submission. ) /Alt () /Pg 13 0 R /K [7] >> endobj 196 0 obj << /Type /StructElem /S /P /E (Investigation: If your review is accepted, an investigation will be conducted by the Director of Residence. This investigation may involve gathering and verifying evidence, consulting with involved parties, and requesting additional information from you.) /Alt () /Pg 13 0 R /K [8] >> endobj 197 0 obj << /Type /StructElem /S /Figure /P 81 0 R /Pg 13 0 R /K [15] >> endobj 198 0 obj << /Type /StructElem /S /P /E (Email: residentialservices.complaints@london.ac.uk ) /Alt () /Pg 13 0 R /K [9] >> endobj 199 0 obj << /Type /StructElem /S /Figure /P 81 0 R /Pg 13 0 R /K [16] >> endobj 200 0 obj << /Type /StructElem /S /Figure /P 81 0 R /Pg 13 0 R /K [17] >> endobj 201 0 obj << /Type /StructElem /S /P /E (Resolution Timeline: We aim to resolve your complaint review within 28 days of receipt. If additional time is required due to the complexity of the case, we will notify you of revised time limits and keep you updated on progress.) /Alt () /Pg 14 0 R /K [0] >> endobj 202 0 obj << /Type /StructElem /S /P /E (Outcome: You will receive an email from the Director of Residence informing you of the outcome, within 28 days of receipt of your complaint review. The outcome email will set out the reasons for the decision and any actions that will be taken by the University.) /Alt () /Pg 14 0 R /K [1] >> endobj 203 0 obj << /Type /StructElem /S /H1 /T (Public interest disclosure) /E (Public interest disclosure) /Alt () /Pg 14 0 R /K [2] >> endobj 204 0 obj << /Type /StructElem /S /Figure /P 82 0 R /Pg 14 0 R /K [11] >> endobj 205 0 obj << /Type /StructElem /S /P /E <436F6D706C61696E74732077686963682061726520616C6C65676174696F6E73206F66206D616C7072616374696365206F7220636F6E6365726E20736F6D65206F7468657220736572696F7573206D6174746572207768696368207468652073747564656E742062656C6965766573206865206F722073686520697320756E61626C6520746F20726169736520696E207468652048616C6C2C206D6179206265206D61646520696E206163636F7264616E636520776974682074686520556E69766572736974799073205075626C696320496E74657265737420446973636C6F737572652050726F6365647572652C20776869636820697320617661696C61626C65207669612074686520556E6976657273697479907320776562736974653A207777772E6C6F6E646F6E2E61632E756B2E20> /Alt () /Pg 14 0 R /K [3] >> endobj 206 0 obj << /Type /StructElem /S /H1 /T (Disciplinary Action) /E (Disciplinary Action) /Alt () /Pg 14 0 R /K [4] >> endobj 207 0 obj << /Type /StructElem /S /Figure /P 82 0 R /Pg 14 0 R /K [12] >> endobj 208 0 obj << /Type /StructElem /S /P /E (There shall be no disciplinary or other adverse implications for a student who makes a complaint or allegation, providing the student acts in good faith, within the law, and not vexatious or with malice, and in accordance with established procedures including those above. Victimisation of a complainant and deterring anybody from making a proper complaint are serious disciplinary offences by University staff. ) /Alt () /Pg 14 0 R /K [5] >> endobj 209 0 obj << /Type /StructElem /S /H1 /T (Accessibility) /E (Accessibility) /Alt () /Pg 14 0 R /K [6] >> endobj 210 0 obj << /Type /StructElem /S /Figure /P 82 0 R /Pg 14 0 R /K [13] >> endobj 211 0 obj << /Type /StructElem /S /P /E (If you need a copy of this document in an alternative format: ) /Alt () /Pg 14 0 R /K [7] >> endobj 212 0 obj << /Type /StructElem /S /P /E (Please contact us via:) /Alt () /Pg 14 0 R /K [8] >> endobj 213 0 obj << /Type /StructElem /S /P /E (Email: residentialservices.complaints@london.ac.uk ) /Alt () /Pg 14 0 R /K [9] >> endobj 214 0 obj << /Type /StructElem /S /P /E (or call 0207 862 8881 ) /Alt () /Pg 14 0 R /K [10] >> endobj 215 0 obj << /Type /StructElem /S /Figure /P 82 0 R /Pg 14 0 R /K [14] >> endobj 216 0 obj << /ca 1 /BM /Normal >> endobj 217 0 obj << /Type /ExtGState /ca 0.0 >> endobj 218 0 obj << /Length 293 /N 3 /Filter /FlateDecode >> stream x}JԂ(28hiRpi"VSAOHStspu+.c(#ARx@?F[V[G@`*dK$O.K o@6`O,f'˘O asx0A6vf 8{c7%opZ:u Q 0Q٣F *Ԑ(SDGACAajgrx]s PxM cvhO> stream xEOwϐA 1qM$(fT\]s\]ÚְkXvUYD̈("(xWa:O3ܩxקNUBBDP@JJ#W$Orw 䉔TT\!<򤨖k #WӪ6nj5OIRR1+GY2}G Z4 ܌Sq`IywMr}ۭ_{Ej8x1NՑ'4[&≞hI"NW~. |/d}UtzO58c%OU"OX~,,x]`̀& ss{'٤K: C n30MޡR"wvyo%g4 x9=L{OV(yRMLaLkUj ]O xxB{vDZ62a_SBUx^'کKdY1O!'UV5(3xtigq߹S{[Mb&ɏK} '+ _4ln4OܜsŃ \%[By0dC>Fί! <9:9U:إK.;Y'3:- Dqz|=Ȍ$< ܅XEDKy2g;+U.ɏ < L+?$DNp*΋' /Um'q3E藚y,.-=O@?%:g_.߃?VDV<')Hghp)|fo9';֯]—U<1At/|ϟ' Ror L\]@NIx抹n]0iqYQ*-O@Nm *4 ˆю䉭Ʉo͕~6uy;qu;^_܍:*+'D@?swz.'({Qz(jA9n|L ճVx2Qts NinW-@Ó|xx[f`<&`< Wߧ`_Bp`yO$OlUOk YW$o(l x&lS(OWU Opg 5[4PXok a}L,f܈DgHXH?5uyx͘8. 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