CODE Student Accommodation takes every complaint seriously. We investigate thoroughly, fairly, and confidentially, and we use what we learn to improve. If something isn’t right, here’s how to tell us.
We operate a three-stage process. If we haven’t resolved your concern by Stage 3, or if it isn’t responded to within 28 days of being lodged with us, the matter can be referred externally to the Codes Complaints Investigator.
Speak to a member of the sales or accommodation team at your site, by phone, email or our online chat. We aim to resolve informally within 10 days of receipt.
CODE Leicester: 0116 233 5678 · leicester@codestudents.co.uk
CODE Fairfax Street: 02476 105 106 · coventry@codestudents.co.uk
CODE Harper Road:
02476 105 106 · harper-road@codestudents.co.uk
(If not resolved, proceed to Stage 2)
If your concern is more serious, or Stage 1 hasn’t resolved it, put your complaint in writing. We acknowledge within 3 days and provide a full written response within 10 days. If a longer investigation is needed, we tell you in writing and confirm the revised date.
Acknowledgement: within 3 days
Full response: within 10 days
Email: resolutions@codestudents.co.uk
By post:
Operations, CODE Student Accommodation, 40–46 Western Road, Leicester LE3 0GH
(If not resolved, proceed to Stage 3)
Stage 3 complaints are handled by the Customer Service & Welfare Director.
Timing: within 10 days of escalation
Email: resolutions@codestudents.co.uk
(If not responded to within 28 days of being lodged with us, proceed to next step)
CODE is a member of the ANUK / Unipol National Code for Larger Developments. If your complaint has not been responded to within 28 days of being lodged with us, you can refer the matter externally.
Authority: ANUK / Unipol National Code
Email: info@nationalcode.org
Web: www.nationalcode.org
By post: National Codes Administrator, Unipol Student Homes, 155–157 Woodhouse Lane, Leeds LS2 3ED
You can raise it directly with the Customer Service & Welfare Director, bypassing the on-site team entirely. The member of staff complained about plays no part in considering, investigating or resolving your complaint. Records of staff conduct complaints are held confidentially.
Email: welfare@codestudents.co.uk
All complaints are handled confidentially and with discretion. We do not require non-disclosure agreements, confidentiality clauses, or any similar provision as a condition of resolving a complaint. You remain free to discuss your complaint and its outcome.
Complaints are handled in line with the Equality Act 2010. No applicant or occupant will be treated less favourably on the basis of any protected characteristic, and reasonable adjustments are made for disabled occupants raising complaints.
v2.0 · May 2026 · Next review: May 2027
