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 gather the relevant facts.
You will receive a written response setting out our findings, what we will do, and how to escalate if you are still not satisfied.
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 prefer to raise it on the phone, the same office number works. We will follow up in writing so there is a record on both sides.
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 relating to our student accommodation at Conel Court or Richmond Court that are not resolved through our own procedure, you can raise the matter under the ANUK National Code complaints process.
anuk.org.ukFor 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