Six new evidence-based insights to help universities and other HE providers cut complaints about accommodation have been published by the OIA. It comes after the ombuds scheme revealed complaints on the subject had jumped significantly.
In 2022, the OIA handled 13 complaints about accommodation issues. A year later that had increased to 55 and by 2025 that number had almost doubled to 108 complaints. Figures for January to October 2026 suggest that number is likely to be similar or possibly higher this time around, with 95 complaints already received with two months in the calendar year still to go.
The insights have been shared to support higher education providers which own or manage accommodation. They are based on learning from cases reviewed by the OIA. They encourage providers to prepare and act so expectations are clear and concerns can be dealt with before the need for a complaint arises. The impact and input of front-line staff on whether a complaint is made, is among the insights gained from the OIA’s research.
Complaints about accommodation are a small percentage of the overall number of cases handled by the Reading-based organisation, but the rise indicates increasing frustration, the OIA says. Sharing these insights is aimed at improving the student experience by reducing issues which lead to complaints.
Helen Megarry, Independent Adjudicator for Higher Education in England and Wales, said: “Students look to provider-owned accommodation as a preferable choice over the private rental market, because of its good reputation, and they have high expectations about what will be provided. They tell us through their complaints that problems with accommodation can have a significant impact on their wellbeing and their ability to study.
“Many providers get this right: the connection between a good place to live and academic success is clear, yet we do still receive complaints on this issue and those numbers are rising.
Helen Megarry continued: “The quality of the accommodation is a common theme; but students have also raised concerns about facilities, pests, noise and safety. We’ve also reviewed complaints about unauthorised entry or damage to students' possessions, and about behavioural issues.”
The OIA says it is usually able to resolve complaints about accommodation by agreeing a settlement between the student and the provider. Over the last five years, the amount of financial compensation and settlement figures recommended by the OIA has more than doubled.
The evidence and six insights from accommodation-related cases are set out in detail in a new casework note published by the OIA, backed by summaries of actual complaints. They encourage providers to:
- Listen carefully at the earliest stage.
- Be clear about expectations and outcomes.
- Remember that frontline responses matter.
- Make routes to raise issues and deadlines to do so clear.
- Keep good records.
- Make contractual arrangements clear.
More detail on each of these areas is in the casework note.
The case summaries published by the OIA show the type of issues arising and the way they have been handled. They illustrate some of the points at which issues arise and, actions providers can take to prevent them from escalating.
Helen Megarry added: “Often providers have already accepted something has gone wrong and made an offer to put things right, before a student complains to us. Students reject these offers when they think that the provider has not done enough to recognise the impact that the initial issue had on their wellbeing.”
Among the six insights, the OIA says that based on its evidence, student-facing staff should understand when a concern may escalate to a complaint, what they have the authority to resolve locally, when to involve others, and how to make sure the student understands what happens next.
The OIA does not have the powers to review complaints related to private sector housing, whether individual homes or dedicated purpose-built student living complexes. Students who have issues about this type of accommodation should contact their union, landlord, the building owner, the local council or the Housing Ombudsman. However, the six points are a useful reference for any organisation providing student accommodation.
For further information, contact communicationsteam@oiahe.org.uk.