Case summaries

Accommodation - CS112601

Case summary November 2026 | Settled

A postgraduate student entered into a tenancy agreement for a room in provider-owned hall of residence. They collected the room keys the following day. When they went to see the room, they found visible damp, a bad smell and broken items which they recorded on the room’s inventory form. Shortly afterwards, the student asked to cancel their tenancy agreement and did not move in. The keys were handed back, and the student complained to the provider. They said the room did not match the standard and quality they had expected from the provider’s promotional material.

Accommodation - CS112602

Case summary November 2026 | Not Justified

A student complained to the provider about a prolonged pest infestation in their accommodation and the disruption caused by repeated pest control treatments. They also complained about comments made by a member of accommodation staff during a meeting about the infestation. The staff member had suggested that international students could be responsible for bringing non-native pests into the accommodation. The student experienced these comments as stereotyping and racially insensitive.

Accommodation - CS112603

Case summary November 2026 | Partly Justified

A student was placed on a leave of absence which meant their provider owned accommodation licence had ended. They complained that a valuable personal item was damaged when it was removed from their accommodation during the room clearance by the security team. They provided photographs of scratches and a repair quote.

Accommodation - CS112604

Case summary November 2026 | Not Eligible

A student complained that the provider had refused to apply an advertised accommodation discount linked to achieving 136 or more UCAS tariff points. The student said they had achieved 160 points and believed they met the published criteria. The Provider disagreed and explained that, based on the qualifications the student had achieved, they were not eligible.

Accommodation - CS112605

Case summary November 2026 | Not Justified

An undergraduate student complained about their provider's refusal to allow an Emotional Support Animal (ESA) to live with them in provider owned accommodation. The student felt the decision not to allow their cat to stay was procedurally unfair, did not consider all evidence provided and amounted to disability discrimination. The student wanted the provider to consider the cat as an auxiliary aid and noted that the provider did already allow other ESAs.

Accommodation - CS112606

Case summary November 2026 | Settled

A group of eight students complained about several problems with their accommodation, including delays in communication about rent payments, missing items from the inventory, inadequate Wi-Fi, a water leak and a period without hot water.

Accommodation - CS112607

Case summary November 2026 | Not Justified

A student signed a contract for accommodation in a student flat from September to July. After 4 months, the student asked about moving to a different accommodation block, and the provider explained to the student how to make a request to change accommodation. The student did not make a formal request.

We publish summaries of some of the complaints that we review. We always leave out of the summary any information that might identify the student who made the complaint. In some cases we decide that it is in the public interest to publish a summary of a complaint that includes the name of the provider.

Publication of case summaries and public interest cases

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