Procedure for complaints handling

We aim to offer our customers an efficient and effective service. We welcome suggestions on how this can be improved.

Should there be any aspect of our service with which you are unhappy, this will be addressed in accordance with our Procedure for Complaints Handling. This note sets out the procedure Abodus Student Living will follow in dealing with a complaint. Abodus Student Living are  the asset manager for Portland Green Student Village.

We would hope that if you have a complaint about our services, you will be able to resolve it with the member of our staff with whom you usually correspond. This member of staff should liaise with a senior manager to find a resolution. If this has not resolved your complaint, you may contact one of the Managers listed below. When a complaint is escalated to a Manager it needs to be made in writing.

Abodus Student Living

Fiona Fair (
Operations Manager

Portland Green Student Village
Portland Road

Touchstone Corporate Property Services
Touchstone CPS operate the accommodation management service for Abodus Student Living

Julie Kemp (
Project Manager
2 Crescent Office Park
Clarks Way

Once the relevant manager has received your written summary of the complaint, they will aim to contact you in writing within 7 working days to inform you of our understanding of the circumstances of your case. You will be invited to make any comments that you may have in relation to this.

Within 21 working days of receipt of your written summary, the person dealing with your complaint will write to you, in order to inform you of the outcome of the investigation into your complaint and to let you know what actions have been or will be taken.

If you remain dissatisfied tenants and occupiers can refer their complaint free of charge to the Ombudsman Services – Property:

Ombudsman Services - Property
PO Box 1021
WA4 9FE - from whom details of the Scheme may be obtained


Contact details

Portland Green Student Village
Portland Road

T 0191 484 0110