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Estates Division


We are committed to providing high quality customer service that offers value for money and is delivered by our staff and selected contractors who take a pride in the service they offer.  We recognise and value the importance of our customers and aim to provide a high level of customer service at all times.

We undertake to:

  • meet the needs of all our service users
  • respond to comments promptly and fairly
  • value all comments and suggestions for improving our services
  • always treat customers’ comments in confidence

We continuously invest in our staff to ensure they are able to meet the challenging demands placed upon them in our ever changing environment.

Our Customer Care Statement sets out the minimum standard you can expect across the Division.


Feedback Procedure

We are continually looking for ways to improve our services and welcome any recommendations or commendations you wish to make. Please email us at

We also recognise that sometimes things go wrong and you may be unhappy with the service you have received from the Division.  If this is the case, we ask you to use the procedure below to ensure we can resolve the issue to your satisfaction as quickly as possible. 

Stage 1

  • Please speak, email or write to either the member of staff who delivered the service or his/her line manager. You should, ideally, do this within 28 days of the event that caused your dissatisfaction. They will seek to reach an amicable resolution with you in a spirit of cooperation and collaboration.  This will normally be within five working days, or otherwise a timescale that is acceptable to you.

Stage 2

  • If such a resolution is not possible and you feel the complaint has not been resolved to your satisfaction, then please send an email to with full details of your complaint.
  • We will endeavour to acknowledge your complaint within three working days.
  • A senior member of staff will then investigate your complaint, with further reference to you, and prepare a written report within 28 days.
  • The Head of Business Services and the Director of Estates Division will consider the report and write to inform you of their conclusions and any proposed course of action.  If you believe that your complaint has not been dealt with in a satisfactory manner then you have the right to put your concerns directly to the University's Registrary.