How do I escalate an issue if it isn’t resolved?

If an issue has not been resolved after you have raised it with your building team, you can ask for it to be escalated.

Start by emailing bookings.uk@scape.com. Include your full complaint history so the team can understand what has happened and review it properly.

What to include

• Your full name, building and room number.
• A clear summary of the issue.
• When you first reported it and who you spoke to.
• Any reference numbers, emails, app messages, photos or screenshots.
• The response you have already received from the building team.
• What outcome you are hoping for.

The central team will review the information and advise on the next step. They may need to speak to your building team, check records or ask you for more details before they can respond.

If the complaint remains unresolved after Scape’s process has been followed, you may be able to contact the ANUK National Code for independent guidance or resolution. Scape operates under the ANUK National Code for student accommodation, so this can provide an additional route if needed.