Let us know if there is a fault or issue in your accommodation or your building.
Who to contact
Repairs, maintenance and cleaning
If something needs fixing, we missed a cleaning round or you think there are pests in your building, the first thing to do is tell us.
With the exception of Stanmer court, you can scan the QR code reporting poster in your flat to report a non-urgent issue. This is a blue poster in your kitchen or corridor.
If you live at Stanmer Court, you can contact the 24/7 Stanmer Court reception.
In the event of an urgent issue, e.g. a total power outage in a flat or flooding, please contact your local reception.
Contact details for residence receptions
- Brighthelm, email swanborough@sussex.ac.uk
- East Slope, email eastslope@sussex.ac.uk
- Lewes Court, email lewescourt@sussex.ac.uk
- Northfield, email northfield@sussex.ac.uk
- Norwich House, email swanborough@sussex.ac.uk
- Stanmer Court, email stanmercourt@sussex.ac.uk
- Swanborough, email swanborough@sussex.ac.uk
Construction complaints
If you have a concern about the impact of building works:
- email bettercampus@sussex.ac.uk.
Rent queries
If you have an enquiry about your accommodation fees:
- email housing@sussex.ac.uk.
If you have an enquiry about your accommodation fee payments:
- email financeservicedesk@sussex.ac.uk
- or check the paying accommodation fees webpage.
Wifi problems
Wifinity issues escalation process
To report issues with wifi in your accomodation, contact:
Level 1: Wifinity service desk
Tel: 020 8090 1290 / Email: support@wifinity.co.uk
Wifinity support page
Level 2: Building manager
Contact the appropriate representative for your on-campus accommodation block - see list in ‘Repairs, maintenance and cleaning’ section above.
Level 3: IT Services
Include your case number from Wifinity and your campus residence.
IT support portal.
Note: You must provide a Wifinity Case number when contacting your Building Manager and/or IT Services
To report issues with wifi in teaching spaces, like the Library, contact:
- IT support by raising a ticket through the IT Support Portal.
If your issue remains unresolved
Once you have told us about your problem, we will aim to address it as soon as possible.
If you are unhappy with how we have handled your problem, you can make a complaint.
Email your building manager if your complaint relates to:
- repairs and maintenance
- cleaning
- pest control.
Your building manager will get back to you to help resolve your complaint.
Email housing@sussex.ac.uk if your complaint relates to:
- room allocation
- your tenancy agreement.
This step is known as an early resolution, or Stage 1, of the University complaints procedure.
Accommodation fee rebate
After your maintenance issue has been resolved, you can request a rent rebate. This must be done within 30 days of your issue being resolved. Any rebate given will be according to the Rent Rebate Policy [DOC 24KB].
In the unlikely event you’re still unhappy, you can ask for your complaint to be investigated further.
You can do this by following the investigation stage (known as Stage 2) of the University complaints procedure.