Service Level Agreement

Accommodation Services Mission Statement

To provide a friendly, courteous and helpful information service to prospective, new and current students of the University of York, parents and staff.

To effectively and appropriately manage the room offer and allocation process for all University accommodation for both Undergraduate and Postgraduate Students.

Function	Agreed Level of Service
Opening Hours	The Space Management Front of House Team are available for Accommodation queries between the hours of 8am and 6pm Monday – Friday. During office hours the team are available to take queries via email, over the telephone and via Live Chat. On rare occasions the office may have to be closed due to staff shortages or training. In this case as much notice as possible will be given as possible by placing signs within the University Information Centre.
Reception Service	Between 9am and 5pm, Monday - Friday, a member of staff will be available on the Accommodation Reception Desk within the Information Centre. They will assist with any queries regarding Accommodation. This is a drop in service and no appointment is necessary.
Information & Queries	Accommodation Services will aim to answer any routine queries or requests for information within a reasonable timescale and wherever possible within no more than 2 working days. Within the peak accommodation letting period (Aug – Sep) this is extended to 4 working days. If we are unable to provide an answer within this time we will contact the individual making the request to provide an update and offer an appropriate timeframe for a response.
Telephone Calls	During office hours we will aim to answer your call within 10 seconds. Within peak accommodation letting period (Aug - Sept) some calls may take longer to be answered.
Website	The Accommodation Services website will be kept up-to-date with timely and relevant information tailored towards its audience. Information will be detailed and accurate, ensuring our customers are able to find answers to the majority of their queries by using the website in the first instance.
Complaints	Full details of our Accommodation Complaints procedure are available on our website. We will acknowledge complaints within 2 working days and offer an appropriate timeframe for a resolution. If the nature of the complaint is too serious for the informal complaints procedure or if the matter is unresolved after the complaint has approached the Head of Space Management the University Formal Complaints Procedure should be used.
Room Allocation	Rooms in University Accommodation will be allocated effectively and appropriately by Accommodation Services in line with our room allocation policy. Information on who is eligible to apply for accommodation and who is covered by the University’s Accommodation Guarantee is available on our website.
Private Sector Assistance	We support the City of York Council's accreditation scheme, YorProperty. Accommodation Services will assist students looking for somewhere to live in the Private Sector by providing information and organising an annual Find a Housemate event for Postgraduates with the Graduate Students' Association.
Statutory Compliance	Accommodation Services staff are trained and demonstrate compliance with the Data Protection Act. We liaise and work with other University colleagues to achieve full compliance with the UUK Code of Practice for student accommodation