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Make a Complaint

At AXO Student Living, we are committed to providing high-quality services and value your feedback. If you have a concern or complaint, please follow our structured procedure to ensure it is addressed promptly and effectively.

What Constitutes a Complaint?

A complaint is defined as an expression of dissatisfaction regarding:

  • The standards of service provided.
  • Actions or lack of actions by AXO Student Living, its staff, or appointed contractors.

Who Can Complain?

Complaints can be made by:

  • Current or previous students.
  • Relatives and guardians of students.
  • Strategic partners.

How to Submit a Complaint

You can submit a complaint through the following channels:

  • Student Portal (AXO Hub): Log in to your account and use the designated complaint submission form.
  • In Person or Over the Phone: Speak directly with a member of staff at your accommodation.
  • Email: Send a detailed message to complaints@axostudent.co.uk.
  • Text Message: Use the contact number provided at your accommodation.
  • In Writing: Submit a written complaint to the address specified at your accommodation.

Complaint Handling Process

  1. Informal Resolution (Stage One):

    • Timeframe: Within 48 hours of receiving your complaint.
    • Action: A staff member will address the issue directly.
    • Outcome: You will receive written confirmation of the resolution.

  2. Formal Resolution (Stage Two):

    • Timeframe: If unresolved at Stage One, submit a formal complaint within 20 working days.
    • Action: A thorough investigation will be conducted.
    • Outcome: A response will be provided within 25 working days.

  3. Review (Stage Three):

    • Timeframe: If dissatisfied with Stage Two, request a review within 10 working days.
    • Action: The Director of Operations will review the case.
    • Outcome: A decision will be communicated within 14 working days.

External Review

If you remain dissatisfied after the internal review, you have the right to register your complaint with the National Code. Please note that the National Code will not consider complaints that have not been through AXO Student Living's internal Complaints Policy.

Contact Information

For further assistance, please contact us at:

We are committed to resolving your concerns and improving our services based on your feedback.

Note: Maintenance issues should be reported via the AXO App.