Code Complaint FAQs
Q. How do I know if my landlord is a member of the Unipol Code?
A: A list of members can be found at the link below
If you are still unsure contact us and we will confirm.
Q. What if my landlord is not a member of the Unipol Code?
A: If your landlord is not a member of the Unipol Code then we would be unable to raise a Code complaint against them. We may still be able to offer advice and point you in the right direction for help.
For local sources of help please select your city:
Q: I want to end my tenancy early but my landlord says I must find a replacement tenant. Can I complain?
A: As tenancy contracts are legally binding agreements, you would normally have to find a replacement tenant to take over the remainder of your contract. As this is a legal matter, we recommend that you visit your Students' Union advice team for some legal advice and support.
You could also ask your landlord to help you advertise your room.
Unipol has a Student Noticeboard where you can advertise for a replacement.
Q: Can the Unipol Code Complaints process award compensation to me?
A: Neither the complaints process nor the independent complaints Tribunal can pursue or award compensation to complainants. We recommend complainants visit their Students' Union advice team or local Citizens Advice Bureau for some legal advice regarding compensation.
Q: I disagree with the deductions to my deposit by the landlord. Can I complain to the Unipol Code?
A: Deposit deductions do not fall under the remit of the Code. However, if your tenancy ended more than 28 days ago and your accommodation provider has still not returned your deposit then you can get in touch with us about this and we can contact them on your behalf.
To find out more about deposits please view our deposit information
Q: I don’t want to make a formal complaint, I only want some advice. Can I contact the Unipol Code?
A: Yes, you are welcome to get in touch with us for general advice on any issues you may be experiencing in your accommodation and we will do our best to help.
Q: Can my parents or a nominated person deal with the complaint on my behalf?
A: Yes, you can appoint someone to deal with your complaint on your behalf. However, you must send an email stating this to the Code Complaints Investigator, giving your authority.
Q: Do I need to do anything before I make a complaint?
A: Before making a complaint to the Unipol Code, you must raise the issue with the landlord. If you are unhappy with their response, or how they handle your complaint, and your complaint falls under the Unipol Code, then you can lodge a formal complaint with us. Please see our How to Complain advice page.
Q: What will happen when I submit a complaint to the Unipol Code?
A: The Code Complaints Investigator will record your complaint and respond with appropriate information and guidance.
Our aim is to get problem sorted out and put things right within a reasonable timescale. This may involve coming out to inspect the property and / or mediating with the agent / landlord to agree an acceptable outcome.
Unipol also work closely with the Local Authority and the Students' Unions.
Most complaints can be resolved swiftly and effectively. If this is not the case, and there remains a potential breach of the Unipol Code, then the final stage would be for the complaint to be referred to the Independent Tribunal for a Decision.
Q: My tenancy has just started and I’ve moved in but my accommodation isn’t ready. Can I complain to Unipol?
A: Sadly not everyone has the best moving-in experience. The condition upon arrival can sometimes be disappointing.
In an ideal world the property would be well maintained and the previous tenants will clean up, move out and return the keys in time for the landlord to inspect the property and ensure your new home is ready for the start of the tenancy.
The reality is that properties are often occupied right up until the last minute (or later!) and can be handed over in a poor condition.
Landlords / agents may have a number of properties ‘changing over’ on the same day and will need to prioritise according to urgency at this very busy time.
Cleaning: Demand for cleaning is very high at Changeover - all the cleaners will be working hard to get round the houses as fast as possible.
The Unipol Code states:
2.20 At the start of the tenancy the member will ensure the property is clean. Where this has not been achieved and there is a material effect on the comfort and convenience of the tenants, the member will inform the tenants of the timescales in which the property will be cleaned; it is expected that these timescales will reflect a Priority 2 Urgent response, within 5 working days.
Repairs: The following section of the Unipol Code provides the repair timescales by which Code landlords should aim to fix things under normal circumstances - Changeover is a peak busy time, so urgent repairs may need to be prioritised and non-urgent repairs can take longer.
3.11 Under normal circumstances the following repairs completion performance standards should be achieved:
Priority One – Emergency Repairs Any repairs required in order to avoid a danger to health, risk to the safety and security of residents or serious damage to buildings or residents’ belongings. Within 24 hours of report of the defect/s.
Priority Two – Urgent Repairs Repairs to defects which materially affect the comfort or convenience of the residents. Within five working days of report of the defect/s.
Priority Three – Non Urgent day-to-day repairs Reactive repairs not falling within the above categories. Within 28 days of report of the defect/s or by arrangements with the occupiers after that time. Decorative finishes to be made good within reasonable timescales if damaged or disturbed during repairs.
Communicate with your landlord / agent promptly and calmly, in writing (followed up by a 'phone call if it’s urgent). Provide details of any problems in the property (and take photos for your records).
Also state when people will be living in the property. It's common for tenants to collect keys and move some things in even when they don’t intend to live there until later. If you expect to live there right away then make this clear to your landlord / agent.
Typically a tremendous amount of work goes on over the summer months (when many students are not around) to carry out non-urgent repairs and routine refurbishment, in readiness for the start of the new academic year.
If you have an urgent problem then let you landlord / agent know and ask for a schedule for when the repairs will be carried out.
If you’ve raised the issue with your landlord / agent, but you’ve not received a satisfactory response, then you can submit a complaint to Unipol. The Code Complaints Investigator will respond with appropriate guidance, and may arrange to inspect the property.