Accommodation Survey 2009



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Contents


Introduction 4

Profile of Students 4

Key Findings and Discussion 6

Booking Your Room 6

Moving in process 7

Services to Students 7

Security 8

Maintenance/Repairs 10

Cleaning 11

Wardens 11

Complaints 12

Facilities 12

Appendices 15

Appendix 1: University Accommodation Survey 15

Appendix 2: Improvements that could be made to the booking process 23

Appendix 3: How could the service to students be improved? 24

Appendix 4: How can security Services be improved? 25

Appendix 5: Views on the Maintenance and Repair service 25

Appendix 6: How could the cleaning service be improved? 26

Appendix 7: How can the service offered by the Warden Team be improved? 28

Appendix 8: Further Comments on Facilities 29

Appendix 9: Additional general comments provided at the end of the survey 31



Accommodation Survey 2009

Introduction


Students living in University Accommodation were given the opportunity to answer an online survey to indicate their satisfaction with various services they encountered before and during their move into Accommodation this year.

An e-mail was sent out to 230 students, on the 18th March 2009, asking them to fill in the online survey (see Appendix 1). The survey was open till 30 April 2009 and 85 students responded, a Response rate of 37%.

The purpose of the survey was to understand student’s satisfaction and needs whilst in student accommodation, as well as set a baseline of data so that comparisons can be made on a yearly basis.

Profile of Students

The sample is dominated by first year undergraduates (80%) followed by Postgraduates (8%) and Returner Undergraduates (8%) (figure 1).



Figure 1: Split of respondents by UG/PG
The proportion of respondents which belonged to the Bradford Halls is 41% and slightly higher for the University Halls of 59%. In total there were 60.2% male and 39.8% female. A similar split was seen in gender between each hall.

Figure 2: Number of respondents by gender in each Halls of Residence

The respondents home location was mainly UK (46.3%) followed by 29.9% International and 24.4% EU.



Key Findings and Discussion

Booking Your Room


Nearly half the applications were made by post (48.2%) followed by Internet 33.7%; In person 15.7% and by telephone 2.4%.

Respondents were asked their initial reaction prior to taking up the accommodation ie how easy was it to complete the application form, the information they were provided on accommodation and their first impressions of the open day (figure 3). The completion of the application was rated positively with only two respondents (2.4%) rating it as poor or very poor. However information received on accommodation was rated at 78% above average , 19.5% poor and 2.4% very poor showing that there is room for improvement.

First impressions at an open day were rated poor or very poor by 18%, good by 28.6% and very good by 3.6%.

Figure 3: Respondents ratings on open day impressions, information received & how easy was it to complete the application.

25% of respondents felt that the booking process could be improved. Key themes included:



  • online booking system

  • a brochure including the different types of accommodation available and what they include with pictures, rather than the information available in the prospectus only

  • Information on personal payment rules

  • Confirmation that accommodation has been agreed

  • Deadline dates for applications

Individual comments from students have been included in appendix 2

Moving in process


The majority of students, 61.7% had arrived at the university on intake day (September 16th 2008) and 90.2% had found the university easy to find. Only 57% felt that the accommodation had met their expectations, with 10% stating that they were not sure.

The majority of respondents had rated the moving in process above average (see figure 4 below), with only 16.2% suggesting that improvements could be made. A key theme which arose in the suggestions was having clearer directions:

“Clearer directions to halls of residence and better informed staff/students to advise on directions and collecting keys”

(First year undergraduate; Female; UK; University Halls)
“Improve the signposts to Halls as the Uni was easy to find, but Halls weren't”.

(First year undergraduate; Female; UK; Bradford Hall)
“It is very difficult to find the right place where you have to go, when you arrive at university and you don’t know anything you just get lost. Sometimes you don’t know even through this doors you should go and where.”

(First year undergraduate; Female; EU; University Halls)
“More stewards showing people to car parks, rooms etc. The should be some posted at the entrance to the university halls car park”

(First year undergraduate; Male; UK; Bradford Hall)


Figure 4: Respondents ratings on issues related to the Moving in Process

Services to Students


The majority of the students felt that staff were friendly and approachable, results varied very slightly by the type of Hall they were staying in (figure 5).

Figure 5: Respondents ratings by Hall on whether Staff are Friendly and Approachable
15% of respondent’s strongly agreed that enquiries were dealt with quickly and efficiently, however, 15% disagreed showing that there is room for improvement (figure 6).

Figure 6: Respondents ratings by Hall on whether Enquiries are dealt with quickly and efficiently
In terms of staff being available and able to deal with queries, results varied by Hall. University Hall staffs were seen to be available and deal with queries with only 10% disagreeing with this statement, where as in the Bradford Halls, 6% strongly disagreed and 12 % disagreed with this statement (figure 7).

Figure 7: Respondents ratings by Hall on Staff are always available to deal with queries
31.6% of students felt that the services they received from staff could be improved. Recommendations included:

  • Deal with enquiries quickly

  • Additional timings to collect post and access to post when reception is closed

  • A staff member available 24/7 and access to staff over weekends

  • Reception services to be open over weekends

Appendix 3 outlines a full list of recommendations from respondents.



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