As scores of students begin university this month a new report reveals
that 1.7 million students (74%) have experienced problems with their
accommodation or utility suppliers.
Ombudsman Services, one of the three mandatory ombudsman schemes
regulating lettings agents, says many students admit not knowing where
to turn to for help should they have a complaint or become involved in a
dispute with a landlord or utilities provider.
Of the 1.7million students experiencing problems, accommodation related
issues top the list with 60% of students encountering a housing-related
complaint.
Damp, faulty fridges, broken boilers, leakages and vermin top the list
of gripes – yet half of affected students were forced to complain
several times to their landlord before any action was taken. More
worryingly, 5% of students reported that their landlord had become
threatening or abusive in response to a complaint and a third struggle
to make contact with their landlord.
Meanwhile, taking out utility contracts can also be confusing to the
uninitiated with almost a third (31%) of students experiencing problems
with their telecoms supplier. Half of students experiencing telecoms
issues battle with poor coverage, while a further quarter (26%) are
affected by slow broadband connection speeds, despite internet access
being crucial to their studies.
And things don’t get much better when it comes to the basics like
heating and hot water as a quarter of students report experiencing
problems with their energy supplier. Billing discrepancies are the cause
of most disputes – and almost one in 10 (8%) students have had to pay
bills owed by a previous tenant. While an alternative option of having
bills included in the rent is available for many student digs, that
doesn’t appear to be problem-free either as almost one in 20 students
have never seen a breakdown of the bills.
As a result, more than a quarter (27%) of students, who often have
little experience of entering long-term contracts, are left feeling
powerless against their landlord. Living independently for the first
time, and being unaware of their rights, can potentially leave students
vulnerable to living in undesirable conditions – and in some cases
paying more than necessary.
Chief Ombudsman Lewis Shand Smith said: “Starting university is an
exciting milestone in every student’s life and for many it also means
living away from home for the first time. While flying the nest has many
attractions it can also be a daunting time and sadly this can result in
some students having to deal with situations they may be unaccustomed
to.
“As a student, the last thing you want is to become involved in a
dispute over the very basics, such as having somewhere to live and
access to broadband and heating. Far from being powerless, being a
student doesn’t mean having to put up with poor quality accommodation,
slow broadband connection speeds or shoddy customer service.
“With many students unaware of their rights or where to seek help and
advice, we’re releasing a guide containing everything students need to
know to prepare for a smooth transition into life away from home.”
To make life easier for students heading off to university, Ombudsman
Services has released its Know Your Rights Guide containing tips and
advice as well as a directory of who to contact for help.
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