Customer Service in Halls

Accommodating People

Feedback about halls staff

We’re constantly seeking feedback from our residents so we can improve our service in halls. We also like to hear when staff have gone the extra mile to help residents so we can recognise the contribution they make.  We know that how our staff behave and what they do contributes to a friendly and welcoming community in halls and we want to hear your stories about that.

So if you think a staff member deserves some recognition for making your halls experience top-notch, you can nominate them for an Accommodating People award. Maybe your cleaner cheers you up with a cheery smile and a friendly natter? Is your caretaker extra helpful and swift to respond? Did your Hall Manager help you out above and beyond? Was someone in the booking office extra helpful? Whether it’s your cleaner or your Residential Assistant, we want to hear about them.

Tell us how they demonstrate the University’s values:

VALUE PEOPLE: They have the personal touch. They just get you.

BE BOLD: They’re passionate about what they do and what will make it even better

FUTURE FOCUSED: They’re creative and make you excited about what comes next.

BE BRILLIANT: They’re just the bees knees

Tell us why a staff member stands out from the crowd

Two smiling people wearing University of Derby lanyards standing in a halls of residence garden
Two smiling people wearing Student Living branded kit inside a halls of residence corridor

Service level commitments

We are committed to putting our customers first and providing a high-quality, professional service which is accessible and responsive to all of our customers.

Please help us to achieve this by :

  • Providing us with all the information we require, to help resolve your query
  • Treating our staff with respect at all times
  • Letting us know if you are unable to attend an appointment
  • Telling us when we have not met your expectations and also when we have exceeded them

 We welcome any comments you would like to make, so please give us your feedback by:

The information below outlines what level of service you can expect from us in relation to our activities. 

  • All customers will be treated fairly and equally, in a friendly and professional manner
  • We endeavour to give you the correct information the first time, and every time
  • We aim to resolve the majority of enquiries at the first point of contact whether face-to-face, by telephone, electronically or in writing. If this is not possible, we will ensure queries are followed up and resolved appropriately
  • If we're unable to deal with your query straight away, we will keep you updated at regular intervals until your query is resolved
  • We will keep your personal information safe and secure in accordance with the University Data Protection protocols
  • The availability of our services will be advertised
  • We aim to answer your call within five rings during office hours
  • We will listen carefully to your request, to fully understand the nature of your query
  • If we are unable to answer your query immediately, we will offer to call you back at a mutually suitable time or contact you by your chosen method
  • We aim to respond to your email enquiry within 48 hours, during normal business hours
  • If we need to refer your email to another service within the University, we will ensure you are kept up to date with our actions
  • Our team will provide you with helpful and accurate information
  • We will acknowledge your arrival in a friendly, timely manner and will resolve your query promptly and efficiently
  • If we need to direct you to another service or location, we will ensure we refer you to the right place to meet your requirements
  • Our staff will be courteous, helpful and sensitive to your individual needs
  • We welcome feedback and if you are unhappy with any aspect of our service, we will respond promptly and do our best to put it right
  • If you have a complaint about our service, we will respond in accordance with our published policy

We will provide an inclusive service by:

  • Actively promoting equality and diversity
  • Allocating appropriate accommodation to meet customer needs
  • Offering support to all residents
  • Making sure staff members have appropriate awareness of cultural issues and expectations.
  • Considering equality and diversity in all our policies and procedures

We have a number of policies and procedures to support you during your time with us. Find out more about halls policies and procedures on UDo.