Customer relations
Our vision is to be internationally known as a leading University hospitality provider. We recognise the customer experience is key to our success.
We welcome feedback from any of our customers. You can complete the feedback form or you can email imagocustomer@lboro.ac.uk. We are also on Facebook, why not join our group 'imago services' to see the latest updates and information.
Our Customer Relations team will respond to you within 48 hours and we will endeavour to resolve any issues within 5 working days, following through to a successful conclusion.
Do you have a problem?
The sooner we know there is a problem, the sooner we can solve it. If you have a problem, query or complaint regarding our accommodation or catering service, you should contact your Hall Management team or Front of House Manager.
If you need explanation or have a query regarding your Hall of Residence Licence Terms and Conditions or the services of the Student Accommodation Centre, please contact the Student Accommodation Centre.
Complaint process
If you are not satisfied with the outcome of your contact with us, in the first instance please ask for your issue to be referred to the relevant section Manager.
If you are still not satisfied with the response or action taken as a result of your contact, you can take it further by completing the feedback form or email: imagocustomer@lboro.ac.uk. Customer Relations will investigate your complaint and respond to you within 5 working days.
If you are still not happy with the response to the investigation, Customer Relations will escalate your complaint to either the Student Accommodation Centre Manager or Assistant Director, imago Services depending on the nature of the complaint.
Please note: Any feedback regarding accommodation, condition of the Premises or issues arising specifically from the Halls of Residence Licence Terms and Conditions, should reach Customer Relations within 10 working days of the end of the Licence.
University owned or managed halls
If you reside in a University owned or managed hall and are still not satisfied with your response from imago Services, you will then be referred to the University Student Complaints Procedures as per Ordinance XXXVIII. The purpose of this Ordinance is to set out procedures which enable the University to address individual student complaints promptly and fairly.
The University is a member of the UUK Codes of Practise for the Management of Student Housing. The Code requires imago Services to make a formal submission of any feedback concerning the Code which has been escalated to the most Senior Body within the University. See UUK Codes of Practice website for further details and the complaint process.
Unite or Derwent Living managed halls
If you reside in a Unite hall (Harry French, The Holt, William Morris) or Derwent Living (Forest Court), and are still not satisfied with your response from imago Services, if your appeal is relating to your Hall of Residence Licence Terms and Conditions (excluding Clauses 15, 16, 17 or 23), Customer Relations will refer you to the University Student Complaints Procedures as per Ordinance XXXVIII as detailed above.
If your appeal is relating to charges imposed under Clauses 15, 16, 17 or 23 of your Hall of Residence Licence Terms and Conditions, Customer Relations will refer you to the relevant Senior Operations Manager for your hall to investigate. These service providers are affiliated to The Accreditation Network UK (ANUK). See the ANUK website for further details and the complaint process.
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