Service Standards

Environment	Reception in Y Sgubor, Fferm Penglais, where you can find the Accommodation Office Team, provides a welcoming environment for visitors and will be available during Monday-Thursday between 08:30-17:00 - 8:30-16:30 Friday
Communication	We aim to provide an initial response to 100% of enquiries to advertised Accommodation Office e-mail addresses and social media presence within 3 working days; however, a response is usually sent within 24 hours (excluding weekend, University closed days and Bank Holidays).  If we are unable to provide an answer within this time we will contact the individual making the request to provide an update and offer an appropriate timeframe for a response.  We aim to answer 85% or more calls within core hours to the Accommodation Office.  During office hours we aim to answer calls within 5-7 seconds. Within peak accommodation letting period (August-September) some calls may take longer to answer.  Accommodation webpages and FAQs aim to meet user’ needs by being kept up-to-date with timely and relevant information tailored towards its audience. Information will be detailed and accurate, ensuring our customers are able to find answers to the majority of their queries by using the website in the first instance.
Help & Support	Help and support will be available from the Accommodation Office during Monday–Thursday between 08:30-17:00 - 8:30-16:30 Friday. During office hours the Accommodation Office team are available to take queries via email, Facebook and over the telephone.  Additional opening times may apply for the Accommodation Office during University Open & Visiting Days plus the Big Welcome Weekend (BWW).
Availability of IT Resources	The Accommodation Portal provides students with an online service to apply and secure University accommodation.  All core IT services will be available 99% of the time during working hours, with the majority of systems available 24/7 excluding planned maintenance periods.
Complaints	Complaints should be sent by e-mail to the Accommodation Office. We will acknowledge your complaint within 72 hours (excluding weekends, public holidays and official University holidays) and responded to fully within 10 working days on receipt of the complaint. Complaints Procedure
Room Allocation	Students are able to self-allocate their rooms, via the StarRez Accommodation Portal System.
Statutory Compliance	Accommodation Office staff are trained and demonstrate compliance of the General Data Protection Regulations (GDPR) and Data Protection Act 2018.  We are signed up to The Student Accommodation Code developed by Universities UK (UUK) and GuildHE is for the management of student housing.