Student Accommodation Survey 2018-19 · Student Accommodation Survey 2018-19 Agnes Blackadder Hall Introduction: This report is based on the responses collected from the November

Residential and Business Services Wednesday, 19 December 2018

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Student Accommodation Survey 2018-19

Agnes Blackadder Hall

Introduction:

This report is based on the responses collected from the November 2018 Student Accommodation Survey. In analysing the results, the ‘not applicable’ responses were removed to provide an accurate breakdown of responses. To ensure easy analysis of information in the bar and pie charts, the very satisfied and satisfied responses have been combined to represent overall satisfaction. Likewise, the dissatisfied and strongly dissatisfied responses have been combined to represent overall dissatisfaction. The individual breakdown of responses has been preserved in the separate survey reports. Average results have been calculated for each category and are presented alongside the individual responses to the category questions for ease of reference. The survey results showed a notable difference in International student satisfaction compared to Home/EU student satisfaction, therefore the overall satisfaction and catering satisfaction categories are broken down further and also presented by Home/EU and International satisfaction.

Demographic Breakdown:

Total Respondents: 1235

Male: 433 (35%) Female: 793 (64%) Non-binary: 8 (1%) Other: 1 (0%)

Average Age: 19.9

Undergraduate: 1020 (83%) Postgraduate: 215 (17%)

Home/EU: 771 (62%) International: 464 (38%)

Self-Catered: 534 (43%) Catered: 701 (57%)

Year of Study: 1st: 699 (57%) 2nd: 214 (17%) 3rd: 139 (11%) 4th: 58 (5%) Postgraduate: 125 (10%)


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The No. of Students Per Residence who Completed the Survey

ABH - year on year overall survey service satisfaction?


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How satisfied are you with our service overall?

EU/Home Student Overall Satisfaction:

International Student Overall Satisfaction:


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Housekeeping overall averages (catered):

Housekeeping overall averages (self catered):


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Overall Home/EU student catering services satisfaction:

Overall International student catering services satisfaction:


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Survey results:

Overall Satisfaction Question

RESPONSES %SURVEY

AVERAGE

Very Satisfied 35 24% 34%

Satisfied 102 70% 61%

Dissatisfied 6 4% 5%

Strongly

Dissatisfied2 1% 1%

145

Disability

RESPONSES %SURVEY

AVERAGE


Satisfied 3 50% 53%


Strongly

Dissatisfied0 0% 0%

6

Cleaning and Housekeeping

RESPONSES %SURVEY

AVERAGERESPONSES %

SURVEY

AVERAGE

Very Satisfied 39 28% 44% Very Satisfied 68 47% 61%

Satisfied 80 57% 45% Satisfied 63 43% 34%

Dissatisfied 17 12% 8% Dissatisfied 12 8% 4%

Strongly

Dissatisfied5 4% 3%

Strongly

Dissatisfied2 1% 1%

141 145

RESPONSES %SURVEY

AVERAGE




Strongly

Dissatisfied9 7% 4%

138

How satisfied are you with our services overall?

If you declared a disability on your accommodation

application form, how satisfied were you that your

needs were met?

The quality of our cleaning/housekeeping service: The friendliness and approachability of the staff:

The quantity of cleaning you receive:


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Portering Service

RESPONSES %SURVEY

AVERAGERESPONSES %

SURVEY

AVERAGE




Strongly

Dissatisfied1 1% 1%

Strongly

Dissatisfied0 0% 1%

135 139

Reception

RESPONSES %SURVEY

AVERAGERESPONSES %

SURVEY

AVERAGE




Strongly

Dissatisfied0 0% 1%

Strongly

Dissatisfied0 0% 1%

147 142

RESPONSES %SURVEY

AVERAGERESPONSES %

SURVEY

AVERAGE




Strongly

Dissatisfied0 0% 2%

Strongly

Dissatisfied0 0% 1%

147 147

The quality of our portering service: The friendliness and approachability of the staff:

The quality of our Reception services:The overall responses to questions and queries you ask

them:

The availability of these staff: The friendliness and approachability of the staff:


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Residential Services Management Team

RESPONSES %SURVEY

AVERAGERESPONSES %

SURVEY

AVERAGE




Strongly

Dissatisfied0 0% 1%

Strongly

Dissatisfied0 0% 2%

129 117

RESPONSES %SURVEY

AVERAGERESPONSES %

SURVEY

AVERAGE




Strongly

Dissatisfied2 2% 2%

Strongly

Dissatisfied1 1% 1%

125 127

Catering Staff

RESPONSES %SURVEY

AVERAGERESPONSES %

SURVEY

AVERAGE




Strongly

Dissatisfied3 3% 1%

Strongly

Dissatisfied0 0% 1%

110 110

RESPONSES %SURVEY

AVERAGE




Strongly

Dissatisfied1 1% 1%

110

the overall responses to questions & queries you ask

them

The quality of the service provided by Residential

Services Management Team:

The overall responses to questions and queries you ask

them:

The availability of these staff: The friendliness and approachability of the staff:

the quality of the service provided by the catering staff the friendliness and approachability of the staff


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Catering Services

RESPONSES %SURVEY

AVERAGERESPONSES %

SURVEY

AVERAGE




Strongly

Dissatisfied10 9% 5%

Strongly

Dissatisfied3 3% 1%

110 110

RESPONSES %SURVEY

AVERAGERESPONSES %

SURVEY

AVERAGE




Strongly

Dissatisfied7 6% 3%

Strongly

Dissatisfied3 3% 1%

110 110

RESPONSES %SURVEY

AVERAGERESPONSES %

SURVEY

AVERAGE




Strongly

Dissatisfied5 5% 3%

Strongly

Dissatisfied3 3% 2%

110 110

RESPONSES %SURVEY

AVERAGERESPONSES %

SURVEY

AVERAGE




Strongly

Dissatisfied5 5% 4%

Strongly

Dissatisfied3 3% 2%

110 110

The range and choice you have at different meals: the overall catering experience of lunch:

The serving times for meals in residences: the overall catering experience of dinner:

The quality of the food provided in your residence:the information provided on our Knowledge

Information Boards:

The taste of the food: the overall catering experience of breakfast:


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RESPONSES %SURVEY

AVERAGERESPONSES %

SURVEY

AVERAGE




Strongly

Dissatisfied3 3% 2%

Strongly

Dissatisfied4 4% 3%

110 110

RESPONSES %SURVEY

AVERAGE




Strongly

Dissatisfied2 2% 1%

110

Student Accommodation Services

RESPONSES %SURVEY

AVERAGERESPONSES %

SURVEY

AVERAGE




Strongly

Dissatisfied2 1% 1%

Strongly

Dissatisfied0 0% 1%

136 126

RESPONSES %SURVEY

AVERAGERESPONSES %

SURVEY

AVERAGE




Strongly

Dissatisfied3 2% 2%

Strongly

Dissatisfied1 1% 1%

141 132

The actions we take arising from the 'You said, we did'

feedback:

The quality of the services provided by Student

Accommodation Services:

The overall responses to questions and queries you ask

them:

The application process: The friendliness and approachability of the staff:

The information provided about our menus:How satisfied are you that our catering service offers

good value for money?


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RESPONSES %SURVEY

AVERAGE




Strongly

Dissatisfied0 0% 1%

126

Wardens

RESPONSES %SURVEY

AVERAGERESPONSES %

SURVEY

AVERAGE




Strongly

Dissatisfied1 1% 1%

Strongly

Dissatisfied2 2% 2%

140 133

RESPONSES %

SURVEY

AVERAGE RESPONSES %

SURVEY

AVERAGE




Strongly

Dissatisfied1 1% 1%

Strongly

Dissatisfied1 1% 1%

137 112

RESPONSES %SURVEY

AVERAGERESPONSES %

SURVEY

AVERAGE



Dissatisfied 8 6% 4% Dissatisfied 6 5% 3%Strongly

Dissatisfied 0 0% 1%Strongly


142 128

RESPONSES %SURVEY

AVERAGE




Strongly

Dissatisfied3 2% 1%

146

The hall/residential community:

The quality of our Wardennial Services: Hall/residence discipline:

The availability of the Wardennial staff: Pastoral/welfare support and advice:

The friendliness and approachability of Wardennial staff:The overall response to questions and queries you ask

Wardennial staff:

The response time for questions and queries:


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Student Committee

RESPONSES %SURVEY

AVERAGE RESPONSES %SURVEY

AVERAGE




Strongly

Dissatisfied1 1% 1%

Strongly

Dissatisfied0 0% 2%

127 129

RESPONSES %SURVEY

AVERAGERESPONSES %

SURVEY

AVERAGE




Strongly

Dissatisfied0 0% 2%

Strongly

Dissatisfied1 1% 3%

127 120

Facilities

RESPONSES %SURVEY

AVERAGERESPONSES %

SURVEY

AVERAGE




Strongly

Dissatisfied6 6% 2%

Strongly

Dissatisfied2 1% 2%

105 142

RESPONSES %SURVEY

AVERAGERESPONSES %

SURVEY

AVERAGE




Strongly

Dissatisfied4 3% 4%

Strongly

Dissatisfied5 3% 3%

143 147

Study bedrooms:Common rooms (e.g. libraries in residences, study

areas or computer rooms):

Bathrooms/shower rooms: Kitchens or pantries:

The accessibility of the Committee: The events they organise:

The interaction with the Committee: How your subscription is spent by the Committee:


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RESPONSES %SURVEY

AVERAGERESPONSES %

SURVEY

AVERAGE




Strongly

Dissatisfied6 4% 2%

Strongly

Dissatisfied5 4% 3%

159 116

RESPONSES %SURVEY

AVERAGERESPONSES %

SURVEY

AVERAGE




Strongly


Strongly


243 222

Heating

The heating times in your residence:

RESPONSES %SURVEY

AVERAGERESPONSES %

SURVEY

AVERAGE




Strongly


Strongly


245 244

Communication

RESPONSES %SURVEY

AVERAGE

Email 224 68% 68%

Text 20 6% 6%

Wed Memos 17 5% 8%

Social Media 65 20% 18%

Other 5 2% 1%

331

The current heating levels in your residence:

Preferred method of communication:

Atmosphere and surroundings in the dining room: Cycle Storage:

Laundry room and equipment: Recycling facilities in residential areas:


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What do Residential and Business Services do best?

"Always available and very friendly "

"Answer questions and provide support"

"Approachable & friendly staff. The halls are overall comfortable."

"availability "

"availability, communication, and inclusion"

"Be friendly"

"Cater for needs"

"Catering"

"Cheat money out of students."

"Communicate"

"Communication"

"Communication"

"Create a friendly welcoming environment where everyone is equal and respected."

"Don’t know"

"Easily accessible staff "

"Everyone is friendly, & wardens have pets :)"

"Exist"

"Friendliness"

"Friendliness!!"

"Friendly"

"Friendly staff"

"Friendly staff, questions are always answered. When things go wrong they sort it quickly"

"Great food "

"I am not aware of what they do, really."

"I don’t know who they are"

"I don't really know."

"I have no idea"

"Keep the students happy and communicate "

"Kind employees"

"maintenance "

"Make sure halls run smoothly."

"Make us feel at home."

"Make you feel welcome"

"No idea. What’s the difference?"

"Organising lots of events, staff are very friendly and helpful "

"Organising the parcels "

"Organize fun events for the hall."

"Porters in ABH are great!"

"Quality of maintenance "

"Respond to queries"

"Response promptly, approachable and friendly, offer good service in general. "

"Responsiveness to queries "

"The catering service is definitely the best aspect of ABH"

"The staff are overall very friendly responding to student inquiries"

"Their overall work is to be considered best"

"They are always friendly and helpful!"

"They are approachable and friendly."

"They are extremely friendly"

"They are very helpful "

"They do take on our advice and try to improve the services in Halls."

"They handle all problems immediately."

"They respond to questions quickly and try to help out when they can. They are all very approachable and having staff around 24/7 makes me feel much safer within the hall. "

"To be honest I don’t know which staff are encompassed by this title"

"Very friendly and helpful staff. Anything that's needed to be mended is repaired in a timely manner. The dorm is also kept quite clean which is nice. "


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What could Residential and Business Services do better?

"Allow you to have more freedom in arranging furniture in your room."

"Application form could have bit to indicate personal preferences eg. bright room on 2nd floor with returners only. Games Room in ABH is lacking & not very inviting. Powell has too few washing machines. ABH lacks smaller social areas eg. DRA kitchens have sofa & TV. Can ABH have more exits?"

"Better food, more choices in choices of rooms."

"Better water pressure in showers - often cut out, sometimes don't heat up, lack of healthy options at meal times, having to update card every 3 days"

"Don’t know "

"Don't be so harsh on room inspections."

"Events"

"Food"

"Friendlier"

"Give more of a choice to applicants when it comes to the hall itself. Agnes Blackadder is ridiculously overpriced for what it offers"

"Heating and hot water should be available at all times! Cleaning staff should clean bedrooms, empty bedroom bins and clean kitchen more regularly"

"Heating time could started earlier in the morning, i.e. around 6am, because for students like me, I have got 9 am lectures every morning, and I'd like the room to be warm enough when I wake up. Currently it still feels cold when I try to get up around 7. "

"heating when it is really cold outside, better food quality"

"I feel like the package area is a bit of a mess. Perhaps there's no other way to do it but it seems a bit risky to leave packages out for anyone to take from"

"I think getting to know the people that work in the hall right at the beginning of the year would be important. While this could be initiated by the students, any way to establish an open communication to the people working closest to one's accommodation is important."

"I think my only gripe is with mealtimes."

"I think that we should have a cleaning staff for our dorm rooms. In other residencies rooms are cleaned almost everyday. I think it is ridiculous that I am paying the same amount of money and not only is my room not cleaned but I get charged if the cleaning staff thinks it is unclean. "

"Improve on mealtimes to make them over a longer period of time and at different hours."

"Improve quality of some facilities "

"Keep noise down in study room"

"Make showers warm (without having to wait 10 minutes beforehand) and offering larger portion sizes per meal"

"maybe improve the level of personal communication"

"Most staff are very friendly and approachable— but sometimes some are not so much; I feel as if this could be improved. Although very satisfied overall."

"NOISE"

"Noise control"

"Not add extra charges/ change rules half way through a term- i.e the new room lockout charge."

"Organise more events for undergrads"

"Orientation, and allow us to select buildings rather than room types on Housing Application."

"Perhaps better food?"


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"Please turn heating on more, its so cold all the time"

"pls fix the heating and hot water in ABH, it is very inconsistent!!! Last night most of the rooms in my corridor didn’t have hot water. My heating finally got fixed a few days ago, but some of my friends still have problems with theirs"

"Reception"

"Respond to my email in a timely fashion when I have a serious issue "

"Send out memos better. There have been a few mandatory events that have been overlooked by people because they blend in with unimportant emails sent by the staff."

"Standard of the kitchens and heating"

"Stop prioritising cost-cutting over the comfort and wellbeing of students."

"The heating in ABH is an issue. It’s off for much of the day (coming on randomly), and is off through the night (with the hot water). Rooms are often draughty, usually because of issues with the window sealant. I mentioned this to a receptionist, and was told to buy a draught excluder."

"The heating system is not working the whole day and sometimes it turns cold at night"

"The heating times in December could be longer."

"The power supply in the kitchens of ABH goes off after 10 minutes of no one being in the kitchen; very annoying. It basically renders the ovens useless as nothing can be roasted, unless you sit in the kitchen for hours. Other halls don't have this "fire safety" measure. "

"The room inspections are too harsh - in both September and October i failed because of one tiny thing."

"The study bedrooms in ABH are unable to use, and when I want the RBS staff to figure out how we can use them. "

"There's no need for the charges for things such as losing your lunch card, getting locked out of your room especially when the cost of ABH is already pushing at £9000."

"They could turn on the heaters during the day, so one has not to put the heating on level 5 to warm up one's room. They could control the kitchens more often because some students do not clean up their dishes or other stuff they used."

"Try to keep the noises down in the hall at night"

Documents

Student Accommodation Survey 2018-19 · Student Accommodation Survey 2018-19 Agnes Blackadder Hall Introduction: This report is based on the responses collected from the November