We will confirm receipt of your complaint and let you know who is handling it.
We will look into what happened, speak to anyone involved, and send you a written response setting out our findings, what we will do, and how to escalate if you are still not satisfied.
If we need longer than 10 working days, we will write to you within that time to explain why and tell you when to expect our full response.
The fastest route is by email. Tell us what happened, when, and what you would like us to do about it. If documents or photos help explain the situation, please attach them.
If you would rather write to us by post, send a letter to our office address below. Anything addressed to "Sterling" will reach the right person.
If you have followed the steps above and you are still not satisfied with our final response, you can refer your complaint to one of the following independent bodies, depending on the nature of the issue.
For complaints relating to property lettings or management. The Property Ombudsman is a free, independent service for resolving disputes between consumers and property professionals.
tpos.co.ukFor complaints about our student accommodation at Conel Court or Richmond Court. If you are unhappy with our final response, or you have not had a response from us within 28 days of raising your complaint, you can take the matter to the ANUK/Unipol National Code complaints procedure.
nationalcode.orgFor complaints specifically relating to how we have handled your personal data, the ICO is the UK's independent regulator for data protection.
ico.org.uk