Flow Living / Legal information

Complaints procedure

Tell us what happened. We will explain what happens next.

Last updated: 8 October 2026

1. Who handles your complaint

Flow Living is operated by Live at Flow Limited, a company registered in England and Wales with company number 13233706. Our registered office is Universal Square Building 5, 5th Floor, Devonshire Street North, Manchester, M12 6JH. We handle complaints about our management service and liaise with the relevant landlord where a matter requires their decision. This does not remove either party’s legal responsibilities.

2. How to complain

Contact us using our contact page, telephone 03330 913674, or write to our registered office. You can also use the existing feedback address, feedback@flowstudent.co.uk. Include the property, what happened, relevant dates and the outcome you are seeking. You do not need to use a particular form or legal wording. Tell us if you need an accessible format, communication adjustment or someone to act for you.

3. First response

We will acknowledge your complaint within three working days and provide a substantive response within ten working days. If a full investigation needs longer, we will explain why, what remains outstanding and when you can expect a response. We will consider your evidence and explain our findings and any proposed remedy.

4. Review and final response

If you remain dissatisfied, ask for a review and explain the unresolved points. A senior manager not directly involved in the matter will review it and respond within ten working days, or explain any delay and revised date. If still unresolved, you may request a final review by the Head of Operations, with a response within fifteen working days or a written explanation of any delay. Our final response will explain the outcome and the external escalation route that applies.

You do not need to restart your complaint because it has moved between teams. Internal stages do not extend an external scheme’s referral deadlines or prevent escalation when that scheme’s rules permit it. We will not treat you less favourably for raising a complaint. We will keep a record of the issue, investigation, response and agreed actions, and use relevant learning to improve our service.

5. Independent escalation

You may use any independent redress scheme that covers the managing agent and your complaint, in accordance with that scheme’s rules. You may also seek independent advice or exercise rights through a court, tribunal, deposit scheme or relevant regulator. Complaining to us does not suspend any legal time limit.

Ask us for the redress scheme and membership details applicable to your complaint. We will include the relevant independent escalation information in our final response. A scheme can only consider complaints within its remit and membership rules. You can also obtain independent housing advice from Citizens Advice or Shelter, or contact your local authority about housing conditions. You do not have to wait for our internal process before seeking advice or exercising a legal right.

6. Repairs, safety and data concerns

Report urgent repairs through the emergency contact supplied for your property; the general complaints form is not an emergency service. Call 999 where there is an immediate threat to life or safety. You can pursue a complaint while a repair is being dealt with. For personal-data concerns, see the privacy notice; you can complain to the Information Commissioner’s Office without completing this complaints process.