Dispute Resolution Policy

Where disputes arise with tenants, Megaclose will ensure that:

• We will accept contact from tenants (or their authorised representatives) by any appropriate method including telephone calls, email disputeresolution@megaclose.com or face-to-face discussions
• We will respond reasonably and promptly to all such contact within a maximum of 14 days.
• Our response will confirm the actions we propose to take and the overall timetable we aim to achieve.
• Any settlements, or agreements, reached are recorded and honoured within a defined period of the settlement
• The closure of disputes will be recorded to provide a clear audit trail of the actions taken to resolve the dispute.
• We will maintain courteous, professional relations with tenants at all times during any dispute

Megaclose are also part of ANUK, which is a National code of standards for Larger Developments for student accommodation not managed and controlled by educational establishments.

This Code establishes a set of specific standards with particular relevance to larger developments tenanted by students.

Megaclose are pleased to be part of ANUK and will abide by the ANUK code and will endeavour to promote higher standards in student accommodation.

You can also find more information on the ANUK website www.nationalcode.org

The ANUK
national code is a voluntary scheme and, as members of it we have committed to
meet the standards set out in their code.

If you have
raised a complaint directly with us and, and the breech of the code doesn’t get
rectified to your satisfaction, then you may submit a complaint to the National
Code. Before you do so, check the FAQs on their website to check that your
complaint meets their criteria. You find answers will also find answers to some
other common queries there – https://www.nationalcode.org/pages/FAQs/category/complaint-faqs

Their Code
Complaints Investigator will assess your complaint and check it falls within
the remit of the scheme and respond with appropriate guidance.

You can
expect to receive a reply from the National code no later than two weeks and
any breech of their code resolved within four weeks of it being reported in
writing. A link to the National Codes Complaints process is here – https://www.nationalcode.org/national-code-complaints-process