FAQs

We do allow dual occupancy in some of our 1 bedroom apartments but are unable to have a bedroom occupied by more than one person in the larger properties. This ensures the properties comply with their licenses and facilities are not overstretched. Please do speak with our office if you have any questions at all on dual occupancy.

Yes we are able to offer nearly all of our properties on all inclusive tenancies. Please contact us for more details and up to date pricing! 

If you are a full time student you should be exempt from council tax; you will need to provide a council tax exemption certificate from the university/college you are attending to apply for this. Further details on exemption from council tax and council tax discounts can be seen here https://www.sheffield.gov.uk/council-tax/council-tax-discounts

We do not have a 24hour call out service on our properties. Hopefully you should not experience any issues which require attending out of hours but advice on what to do in emergency situations can be found in the information provided at the start of your tenancy 

At Home Accommodation we strive to provide a high standard of accommodation for all of our tenants and an excellent standard of customer service throughout your entire stay with us.  While we would hope that you never have a reason to complain during your stay, if you do ever feel disappointed with the care and service that we proved then please do let us know, we value all feedback both negative and positive, and we use each piece of feedback as a learning curve to learn and improve how we deal with things in the future.

How do I make a complaint?

You can of course make a complaint in person, however we do need to have this in writing too, either email or a letter.  It is quickest and easiest for us to deal with your complaint if you raise it as soon as you become aware of an issue and, at first, this needs to be sent to our lettings team in the office so that we can look into it straight away for you.  When writing your complaint please remember to include the following thigs;

-          Your full name and address.

-          The best details to contact you on.

-          A full description of your complaint in as much detail as possible.

-          How you would like us to resolve the matter.

We would ask that all complaints be raised within 1 month of you finding out that you have reason to complain.  In some exceptional circumstances we would accept complaint made after this time frame, however you will need to detail the reason that you believe the time limit does not apply to your complaint.

What happens when I make a complaint?

Step 1

We always aim to reply to and resolve all complaints quickly and in a professional and understanding manner, this could be an apology accompanied by an explanation of what happened and why there was a problem, along with the steps we will take to rectify any issues or an plan outlining the steps which we are planning to take.  We would hope to be able to give a response at this stage withing 5 – 10 working days, unless there are any exceptional circumstances, if this is the case we will let you know that there will be a delay in response.

If you are not satisfied with the outcome after step 1 then you can progress your complaint to step 2, you can do this immediately after our response from step one or within a week of our response to step 1.

Step 2

In step 2 we will deal with 2 different types of complaint, those that have been escalated from step 1 and the complaints that are more complex and need more through investigation.  The complaints that are entered to step 2 must be made in writing, and we would highly recommend filling in the complaints form so we can get all the details we need straight away which will allow us to deal with your complaint in a more timely manner.  The complaints form will be seen by the person dealing with your complaint, anyone who has been named in your complaint and by relevant staff who can help or have been named in the complaint.

In step 2 we will always try and acknowledge receipt of your complaint within 5 working days, if you do not receive acknowledgement from us withing this time frame then pleas contact us to confirm that your complaint has been received.  If we need to discuss any aspects of your complaint with you, to try and understand why you remain dissatisfied, or to get any idea of the outcome you would like, then we will contact you to discuss.  We would hope to have all step 2 complaint replied to and dealt with within 30 working days, unless there are any exceptional circumstances, in which case we will be in contact to provide you with a more accurate response time.

What do I do if I am still not satisfied?

If you are still not happy with our response after step 2 then you will need to ask for the complaint to be escalated to the landlord, if it hasn’t been already, and they will be able to provide you with a final decision after their review of the complaint, which may be the same outcome as you were provided with in step 2.  If you are still dissatisfied after this then you would need to get advise from an external third party, which will differ depending on the complaint itself, however, we would suggest student services at your university as they will be able to give you advise, mediate on your behalf,  and suggest who you should contact regarding the complaint.

Any maintenance that you notice around your property needs to be reported through to us so that we can arrange for a repair to be carried out.  To report this you will need to log it on your Arthur occupant app, this will send the issue straight through to ourselves and we can assign it directly to the relevant maintenance team.