Feedback

Customer service and commitment to our students is at the heart of what we do. We strive to get it right the first time, every time. But occasionally, things don’t go as planned. If this happens, we’d appreciate your feedback. Not only does it allow us to explain and apologise to you, but it also helps us to improve our product and service.

Most complaints can be dealt with verbally by our teams within our spaces. They will do their best to resolve the matter quickly, to your satisfaction. However, if you feel that your complaint has not been fully resolved, this policy sets out how to raise a complaint and how we deal with your complaint.

How to raise a complaint:

If you experience problems within your residence, our service, or a member of our team, please take the time to let us know.

All complaints must be addressed in writing (including email) to the Manager of the space in the first instance.

All complaints must be made by the student themselves and not by a parent, guarantor or third party unless prior permission has been given or the third party is named on the lease for a third party to act on their behalf.

How we will deal with your complaint:

• Yugo will acknowledge receipt of your complaint within 48 hours.
• Yugo will carry out a full investigation into the issue(s) raised within your complaint, will seek the cause of the issue and take steps to ensure there is no further repetition
• Yugo will provide a full written response to you within 14 calendar days. Where matters are more complex, within that 14 days we will write to the complainant explaining why a longer period of investigation is necessary, together with an anticipated time when a full response can be provided.

Further Information:

We fully understand that you may not wish to address certain issues locally as it may not be appropriate, or you may have raised your concerns in writing to the Residence Manager and you are dissatisfied with the response.

If this applies, then please escalate your concerns below using the enquiry form, detailing your complaint in full.

When submitting a complaint, please ensure you include the following:

• Your full name
• The residence and room number where you are staying if applicable
• The issue and actions you have taken to date

Upon receipt of your letter, Yugo will provide a full written response to you within 14 calendar days. Where matters are more complex, within that 14 days we will write to the complainant explaining why a longer period of investigation is necessary, together with an anticipated time when a full response can be provided. 

Alternatively, you can submit your complaint in writing to feedback@yugo.com.

Further Escalation

If you are still not happy with the outcome of your complaint you may be able to escalate your complaint further by approaching an independent body for which Yugo are members:

United Kingdom:

Property Redress Scheme:

Yugo are members of the Property Redress Scheme (PRS) which is a straightforward and easy to use consumer redress (ombudsman) scheme for Property Agents and Professionals.

You can contact PRS via the following website: https://www.theprs.co.uk/Consumer.

For PRS to accept your complaint you must have raised your concerns directly with Yugo and allowed us up to eight weeks to resolve your complaint.

PRS may accept your complaint before eight weeks if:

• the issue requires urgent resolution
• we have not responded to any of your communication in a reasonable time • and you have received a final response from Yugo and remain unhappy

For PRS to consider your complaint your last communication with Yugo must be within the last 12 months.

The National Code (ANUK):

In the United Kingdom, Yugo are members of the National Code for Student Accommodation (ANUK) and adhere to the standards set by the code. If you feel we or the landlord have breached the code and have been unable to resolve your complaint, you can complain directly to the National Code via the following website: nationalcode.org

You can also send your complaint in writing to: National Codes Administrator, 155-157 Woodhouse Lane, Leeds, LS2 3ED or by email to NationalCodes@unipol.org.uk

Scotland:

If your accommodation is in Scotland, and you have exhausted Yugo’s complaints procedure, the Property Redress Scheme, and the National Code, you can also complain to the First-tier Tribunal of the Scotland Housing and Property Chamber by contacting www.housingandpropertychamber.scot/apply-tribunal

Yugo are members of Propertymark, the leading membership body for letting and estate agents. If Yugo, the Property Redress Scheme, or the National Code have not provided a satisfactory outcome to your complaint then you can complain to Propertymark by visiting their website www.propertymark.co.uk

Republic of Ireland: 

For any enquiries that require further escalation, applications for dispute resolution can be made via the RTB.

To apply for Dispute Resolution with the RTB whether for Mediation or Adjudication, can be made via the RTB's webform, which can be accessed here https://disputes.rtb.ie/Disputes/General.aspx

Spain: 

For any enquiries that require further escalation, you can collect an official claim form from the residence reception. These claim forms are issued by the Consumer Offices of the regional governments ("Comunidades Autónomas").

Australia:

For any enquiries that require further escalation, you can contact your state’s relevant body detailed below:

Victoria - VCAT (Victorian Civil & Administrative Tribunal) - Before you apply – Residential tenancy | VCAT

South Australia - SACAT (South Australian Civil and Administrative Tribunal) - South Australian Civil and Administrative Tribunal | South Australian Civil and Administrative Tribunal (sacat.sa.gov.au)

Perth - Statue Tribunal Administrative - State Administrative Tribunal (SAT) (justice.wa.gov.au) State Administrative Tribunal (SAT) (justice.wa.gov.au)

Germany:

The German Tenants' Association (Deutscher Mieterbund) is an organisation that offers legal advice and support to tenants. It provides assistance with disputes regarding tenancy agreements, rent increases, and housing conditions. www.mieterbund.de

Many cities in Germany have Arbitration Bodies (Schlichtungsstellen) to resolve housing disputes, including rental issues. These bodies aim to mediate between tenants and landlords. These bodies can usually be found at local district courts (Amtsgericht).

If you have exhausted other means, tenants can take their cases to the Local District Court (Amtsgericht), which handles housing disputes. This is a legal recourse that can be used for more serious disputes. Each city will have its own Amtsgericht where housing-related matters can be addressed.

The Federal Tenant Association (Bundesverband deutscher Wohnungs- und Immobilienunternehmen e.V.): This is an umbrella organisation representing landlords but also provides a platform for mediation between tenants and landlords.