YourTRIBE Complaints Policy

We place customer service and our dedication to our residents at the core of our operations. Our aim is to get it right, the first time, every time. Your customer experience is our top priority.

However, we recognise that things may not always go as we would like it to, or how we have planned. If this occurs, we want to hear from you. This not only allows us to address your issue but also helps us learn and continually improve our services.

How to complain:
If you’re already living with us, the best and quickest way to resolve your issue is to speak to a member of the YourTRIBE team at reception as we are likely to be able to resolve your issue there and then.
Alternatively, you can contact via telephone or email:

YourTRIBE South Bermondsey
020 917 2530

YourTRIBE Peckham
020 917 2540

When contacting us by email please provide us with your name and room number (if applicable).

If you’d prefer not to speak directly with the on-site team or feel your concerns have not been adequately addressed then please get in touch with the YourTRIBE senior team.
You can do this by sending us an email to or you can write to us at YourTRIBE, Suite 4 Ironwood Works, 19 Willow Street, London, EC2A 4BH. Please be assured that all email correspondence is confidential.

Our process:
• A member of the senior team will acknowledge receipt of your complaint within 3 working days.
• We will conduct a thorough investigation into the issue(s) you have raised.
• We will identify the cause and take appropriate steps to prevent recurrence.
• A member of the senior team will provide a full response within 7 days, outlining the actions taken to resolve the matter.
Please include your name, residence location, the issue, and the actions you have taken so far.

External Escalation:
YourTRIBE is signed up to the National Code of Standards for Larger Developments. It’s a voluntary code and we signed up to it because we are committed to raising the standard, service and quality of student housing.

To find out more about the National Code and how they can support you, please visit their website here. The complaint process is explained here.