Report a problem with your room

If you have an emergency outside of office hours or on a public holiday, you should contact Security Services on +44 (0)1904 324444.

How to report a problem

Phone: +44 (0) 1904 325555
Out of hours: +44 (0) 1904 324444

Report it online

Phone: +44 (0) 1904 325101
Out of hours: +44 (0)1135 310999

Phone: +44 (0) 1904 325101
Out of hours: +44 (0)1135 310999

Phone: +44 (0) 1904 325555
Out of hours: +44 (0) 1904 324444

Report it online

Problem with something else?
If you're struggling to deal with something other than a maintenance issue, you should have a look at our living with others page, which will direct you to help for more personal matters.  

Track your problem

If you logged your complaint via Facilities Helpdesk

You can track its progress via the ‘My jobs request’ link on the web portal. Alternatively, call the Facilities helpdesk on +44 (0) 1904 324555. Please have your reference number or email address to hand.

If you logged your complaint via the Fault Reporting System

You can track its progress via the . Alternatively, between Monday and Friday, 9am to 5pm you can call +44 (0) 1904 325101. Please remember to quote your reference number or email.

Response times

The Facilities Helpdesk will use the information you provide to prioritise your request and assign it a completion due date, which you can view on the web portal.

They have based on the situation which should indicate how long your problem will likely take to fix.

Unhappy with the outcome?

If you're not happy about how your problem was solved, or you want to submit a complaint relating to your accommodation, follow the steps below.

Please note: Before you start the complaints process, please be sure to have reported your problem and given sufficient time for it to be looked at and resolved.

We aim to ensure you are satisfied with your accommodation whilst living with us, however we do understand that occasionally we do not to meet expectations.  

If you have raised your issue with the Accommodation Services team and your issue has not been resolved to your satisfaction, you can raise a Stage 1 informal complaint. 

Please email accommodation@york.ac.uk with details of your concerns, stipulating in the subject line that your email is a ‘Stage 1 informal complaint’. This will be allocated to an appropriate member of the Accommodation Services team. 

Your email should contain: 

  • Details of the problem(s) you have encountered with your accommodation
  • An explanation of the steps that have already been taken to try to resolve the issue(s) being raised.
  • Details of the responses received, and why they aren't satisfactory.
  • Where applicable, the remedy you seek and why you believe this remedy is appropriate.

Stage 1 complaints must be raised as soon as reasonably possible following the event or the absence of action about which you are complaining taking place, and whilst you are under contract with us.

You should expect an acknowledgment of your complaint within 48 hours (excluding weekends, public holidays and University closure days). We aim to respond in writing to all Stage 1 complaints within 14 days of receiving your complaint, after thoroughly investigating the issues you have raised. If the process is likely to take longer, we will inform you of this and keep you updated with progress. 

You may receive a telephone call from a member of the Accommodation Services Team to discuss the issues raised in your complaint.

If you have had a response to your Stage 1 informal complaint and you are dissatisfied with the outcome you may wish to raise a formal complaint

The University’s Complaints Office will assume responsibility for investigating and facilitating a resolution in this case.