Contact Us

How do I contact the Accommodation team to raise a query?

Should you wish to contact Accommodation team about making a complaint, comment or query, you should initially raise the query on their student E-vision account via the help desk.

Upon the help desk call being logged, it will automatically be passed on to the relevant campus hub to respond to the query within 5 working days. The help desk call will either be responded to, closed, further information may be requested, or an interview may be requested with the student.

What types of queries can I raise through E-vison.

• Maintenance queries
• Invoicing
• Neighbour disputes
• Contractual complaints
• Failure of service
• Allocations / rooming / room move
• Conditions / facilities within the accommodation
• Charges raised
• Request to be released from Licence agreement
• Theft from communal areas

Each accommodation hub has their own bespoke email address and phone number:

Cityaccommodationhub@wlv.ac.uk  01902 321268

Walsallhub@wlv.ac.uk  01902 321544

Telfordhub@wlv.ac.uk  01902 323900

Live Chat

It should be noted that this procedure is not intended to replace the University’s official complaints procedure but to enhance our levels of service and to prevent such complaints escalating to a level that would warrant a full complaint being made.  Only if the complaint/query cannot be resolved at that time and if all other University procedures have been adhered to should the student be advised to make a formal complaint.

Anonymous Complaints

The University will not accept anonymous complaints. Anonymous complaints do not allow for an effective investigation to be conducted and a resolution reached, therefore no action will be taken upon receipt of a complaint that has been submitted anonymously.

Students wishing to appeal a decision or charge.

If a student wishes to appeal against a decision or charge that has been levied against their Student account, this will need to be put in writing via the E-vision help desk or the local hubs email address.

This will then be reviewed and investigated by either the Hub Manager or the Building Account Manager. A response letter will then be sent to the student with the appropriate response. If you are still dissatisfied with the answer, you will be advised to invoke the University Formal Complaint procedure.

GDPR – Personal data

If you have any queries or concerns - or believe that your Personal Data is being handled in a manner contrary to statutory requirements - you may wish to contact the University of Wolverhampton’s Data Protection Officer:

dataprotection@wlv.ac.uk

Or contact the ICO:

www.ico.org.uk

Campus Reception Opening Hours

Offering general information and advice in relation to accommodation.

Contact Facilities 

For any queries regarding:

• Cleaning and housekeeping
• Caretaking
• Building access
• Security 24 hours

Any issues, queries, lockouts or incidents - for example: fire, flood, utilities, first aid, suspicious activity (intruders, suspicious packages possible bomb threats) - security should be the first point of call.

Contact Estates (Maintenance)

For any queries regarding:

• Issues reported on Online Maintenance Reporting System

Estates (Maintenance) are responsible for maintaining both the internal and external up keep of accommodation.

Using the Planon reporting system you will be able to identify any issues or faults that need repair inside and outside your accommodation.

Contact Security (Out of Hours)

Security (all sites) –

01902 32 2106

Please call for all emergencies, accidents, excessive noise issues, or if appropriate use the Security Help points located externally around the campus.

If you have lost your keys, lost property or non-urgent issues please direct these to the local site security.

Please call 999 Emergency Services.

Please note: Calls to this number are recorded for training and quality assurance purposes