Our student contracts are 48 weeks long but can be extended to 52 weeks should you need. Residential contracts begin on a minimum 6 month AST and then go on to a rolling monthly basis.

Your £150 service charge payment covers the following for the duration of your tenancy:

- Communal cleaning
- 24 hour maintenance
- On site security

Only the communal areas of the building will be cleaned. You are responsible for the cleanliness of both your flat and your individual bedroom.

Stage 1 – Email your Account Manager/Property Manager

Complaints should, in the first instance, be directed to the Account Manager and/or Property Manager of the building you live in. They will endeavour to liaise with you quickly and resolve your complaint immediately, no later than 15 working days from first notification.

Stage 2 – Email your Senior Account Manager/ Senior Property Manager

If, after you have dealt with the Account Manager and/or Property Manager, you remain dissatisfied, please email the Senior Account Manager and/or Senior Property Manager of the building you live in. They will endeavour to liaise with you quickly and resolve your complaint immediately, no later than 15 working days from first notification

Stage 3– Email or Letter to the Branch Manager or Head of Department

At this stage, if your complaint relating to lettings remains unresolved, please send a letter or email to the branch manager.

Liverpool
Lorna McCracken - [email protected]
Ground Floor, Exchange Station
Tithebarn Street, Liverpool, L2 2QP

Manchester
Lorna McCracken- [email protected]
Unit 1
Michigan Point Tower A
9 Michigan Avenue
Salford
M50 2HA

Leeds
David Senior - [email protected]
Cross Green Ln, Leeds LS9 8BS

At this stage, if your complaint relating to maintenance of the property remains unresolved, please send a letter or email to the Head of Property Management.

Liverpool
Polly Atkin - [email protected]
Ground Floor, Exchange Station
Tithebarn Street, Liverpool, L2 2QP

Manchester
Polly Atkin - [email protected]
Unit 1
Michigan Point Tower A
9 Michigan Avenue
Salford
M50 2HA
Leeds

David Senior - [email protected]
Cross Green Ln, Leeds LS9 8BS

Once received you will be acknowledged within 3 working days and you will receive a response within 15 working days from the receipt of your letter.



Stage 4 – Email or Letter to the Head of Operations

If you still remain dissatisfied with the outcome of your complaint after dealing with the Account Manager and Branch Manager you may approach the Head of Operations by emailing [email protected] or writing to:

Melissa Green
X1 Lettings
Ground Floor, Exchange Station
Tithebarn Street, Liverpool, L2 2QP

Stage 5 – Property Ombudsman

If you still remain dissatisfied with the outcome of your complaint after dealing with the Account Manager, Branch Manager and Regional Manager and Regional Director, you can contact the Property Ombudsmen.
Details of how to do this will be contained within the response from the Regional Director or information can be found online at www.tpos.co.uk
Please note:
You must make your complaint to The Ombudsman within 6 months of the date of the letter from the Regional Director.
The Ombudsman will not consider your complaint until our internal complaints procedure has been exhausted and you have received the letter from the Regional Director.