UCC Accommodation Service - Statement of Service for Students. Accommodation Service. What we offer:

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1 UCC Accommodation Service - Statement of Service for Students Accommodation Service What we offer: Up to date independent online information on all your housing options through our housing website Information is also available by phone, and in person. Free accommodation guides including maps, prices, locations etc. Advice and support to assist you in selecting the accommodation most suited to your needs. Opening hours: 9.10am-5.00pm during term. Extended opening hours in August and September. (9.00am-8.00pm Monday-Friday am-2.00pm Saturday) Advice and support to students on their rights and responsibilities as tenants. Advice and support to landlords on their rights and responsibilities. Free housing advice and mediation service in cases of problems and/or disputes. All service providers sign up to terms and conditions including good practice guidelines. Landlords who breach these terms are removed from our service. Please report any problems to Student Societies Support Service Advice and support to UCC Student Societies Advice and support to UCC Societies Guild Promoting Societies activities on campus Providing practical assistance to UCC Societies and Societies Guild including financial management, administration of Societies Portal, Room Bookings, stamping of posters, printing and photocopying services etc. Conferencing Services Information and support to external clients and staff who intended to organise conferences and events in UCC. Promotion of the use of UCC facilities for conferences and events. Online registration system for UCC conference organisers Regular training on events management for UCC staff What you can expect from us: A courteous, personalised, friendly service. Desk service from 9.15am to 5.00pm during term. Telephone service from 9.15am to 5.00pm during term. service, we strive to reply to all s within 24 hours except at weekends. A personal consultation with a member of staff by appointment if required.

2 Feedback and Complaints We welcome feedback and we facilitate complaints. Please complete our feedback suggestion form so we can improve our service to you and other students. If you have a complaint with regard to our service please fill out the following form.

3 COMPLAINTS FORM UCC Accommodation, Student Societies and Conferencing Service is committed to providing an efficient and courteous service to all our service users. If there is an occasion when you are not satisfied with the quality of our service delivery, please fill out the complaints form below and forward it to us at or download and post it to 6 Carrigside, College Road, Cork. This customer Service Complaint Form is also available at our office at 6 Carrigside, College Road, Cork and our website: Name: Address: Telephone: Landline: Mobile: Details of Complaint (Include date, location, witnesses and any other relevant information) (please feel free to attach additional pages if required) Signed: Date:

4 Complaints Procedure UCC Accommodation, Student Societies and Conferencing Service recognises that complaints may sometimes arise in regard to the manner in which you feel your query has been dealt with. In this regard we have put in place a complaints procedure which aims to ensure that such complaints are dealt with in a consistent, fair and transparent manner. Our complaints procedure is as follows: 1. Complaints must be submitted in writing via , mail or in person on our customer complaints form: 2. An acknowledgement letter confirming receipt of the complaint will be issued within one week of its receipt. 3. The Accommodation, Student Societies and Conferencing Officer will consider the matter and issue a decision within 4 weeks of the receipt of the complaint. In the exceptional circumstances where this is not possible an interim reply will be issued setting out the reasons for the delay in responding. 4. Where a customer complaint refers to a specific staff member, that person will be consulted in relation to the complaint. 5. Where a mistake has been made an apology and explanation will be offered and every effort made to rectify the matter. 6. Where a complaint highlights that our processes and procedures are deficient every effort will be made to remedy the situation as quickly as possible. 7. If you are not satisfied with the response of the Accommodation, Student Societies and Conferencing Officer you may lodge an appeal to the Head of Student Experience.

5 APPEALS FORM This Appeals Form is also available at our office at 6 Carrigside, College Road, Cork and our website: Name: Address: Telephone: Landline Mobile: Please outline the reasons for your appeal and attach copies of all relevant correspondence (please feel free to attach additional pages if required) Signed: Date:

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