Accommodation
Survey
Safina Tai – Marketing & Communications
2009
Contents
Introduction .................................................................................................................. 3
Profile of Students ....................................................................................................... 3
Key Findings and Discussion .......................................................................................... 5
Booking Your Room..................................................................................................... 5
Moving in process ........................................................................................................ 6
Services to Students .................................................................................................... 7
Security........................................................................................................................ 9
Maintenance/Repairs ................................................................................................. 11
Cleaning .................................................................................................................... 12
Wardens .................................................................................................................... 13
Complaints ................................................................................................................. 13
Facilities ..................................................................................................................... 14
Appendices ................................................................................................................... 18
Appendix 1: University Accommodation Survey ........................................................ 18
Appendix 2: Improvements that could be made to the booking process .................... 27
Appendix 3: How could the service to students be improved? ................................... 28
Appendix 4: How can security Services be improved? .............................................. 29
Appendix 5: Views on the Maintenance and Repair service ...................................... 30
Appendix 6: How could the cleaning service be improved? ....................................... 31
Appendix 7: How can the service offered by the Warden Team be improved? ......... 33
Appendix 8: Further Comments on Facilities ............................................................. 34
Appendix 9: Additional general comments provided at the end of the survey ............ 36
2
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
12%
First Year
Undergraduate
8%
Returner
Undergraduate
Postgraduate
80%
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.
3
Figure 2: Number of respondents by gender in each Halls of Residence
120%
100%
80%
37%
44%
63%
56%
University Hall
Bradford Hall
60%
40%
20%
0%
Male
Female
The respondents home location was mainly UK (46.3%) followed by 29.9% International
and 24.4% EU.
4
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.
If you attended an open day rate your first
impressions?
very good
Rate the information you were given about the
accommodation?
good
average
poor
How easy was it to complete the application?
very poor
0
20
40
Percentage
5
60
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)
6
Figure 4: Respondents ratings on issues related to the Moving in Process
Question
The process/ease of making the initial rent
payment of £250
very good
The condition of the room/flat on the day you
arrived
poor
The amount of time you had to wait to collect
room keys
good
average
very poor
0
20
40
60
Percentage
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
Total %
Strongly agree
Bradford
Hall %
Agree
Neutral
Disagree
University
Hall %
Strongly disagree
0%
10%
20%
30%
40%
Percentage of Students
7
50%
60%
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
Total %
2%
31%
15%
37%
15%
Strongly disagree
Disagree
6%
Bradford
Hall %
35%
26%
15%
18%
Neutral
Agree
14%
University
Hall %
35%
0%
20%
39%
40%
60%
12%
80%
Strongly agree
100%
% of students
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
49%
50%
44%
45%
41%
37%
% of students
40%
33%
35%
Strongly disagree
29%
30%
Disagree
25%
Neutral
20%
15%
10%
10%
5%
12%
8%
6%
9%
8%
2%
0%
0%
University
Hall %
Bradford
Hall %
Total %
8
Agree
11%
Strongly agree
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.
Security
Respondents were asked to rate the level of security within the Halls of residence
(figure 7). Overall, respondents rated the security very well, 21.0% of respondents
rated level of security as very good, with only 12.3% and 2.5% rating is as poor and
very poor respectively.
Figure 7: Respondents ratings by Hall on the level of security
50%
44%
Percentage
40%
30%
37%
35%
29%
22%
20%
20%
12%
10%
Good
21%
19%
13%
12%
3%
2%
Very Good
30%
3%
Average
Poor
Very Poor
0%
University
Hall %
Bradford
Hall %
Total %
Respondents were asked to rate whether security issues are dealt with quickly and
efficiently, whether the security staff were approachable and the availability of security
staff (figure 8). The majority of respondents rated each of these aspects positively.
However there is room for improvement by ensuring security is always available and
students know where to access Security.
9
Figure 8: Respondents ratings on security staff
16
Security are always available
12
1
41
30
Strongly Agree
12
The security staff are approachable
0
4
1
Neutral
Disgaree
6
Queries are dealt with quickly and
efficiently
Agree
52
33
4
0
Strongly Disgaree
45
45
20
40
60
Percentage
28% of respondents stated that the services offered by security could be improved, with
72% stating that no improvement was needed; results were similar across University
Hall and Bradford Hall, 29% and 24 % respectively suggesting the service could be
improved.
Suggestions on improvement included:




Have a more visible security presence
CCTV
Security Services accessible from on-site rather than Richmond Building
Stronger Measures to deal with fire alarms
A full list of improvements is outlines in appendix 4.
10
Maintenance/Repairs
The maintenance repair service has been used by 49% of the respondents, more so by
respondents from University Hall (51%). Of those that had used the service, 93% felt
that their room was left in a satisfactory condition. Only three respondents (7.5%) felt
their room was left in an unsatisfactory condition, their responses are shown below.
“After my window was broken and replaced the builders left glass everywhere and I
ended up cutting myself badly.”
(First Year Undergraduate, Male, UK, Bradford Hall)
“At Arkwright I made a complaint about my bathroom fan which didn't work on my arrival.
After three attempts of fixing the problem and leaving my bathroom a mess I decided to
give up and never used my fan.”
(First Year Undergraduate, Female, International, Bradford Hall)
“I asked to change the drawer and to repair my curtains during the room check and they
said it will be done by tomorrow but none of them have been done yet.”
(First Year Undergraduate, Male, International, Bradford Hall)
Majority of the students are aware of where to report repairs (83%). However, this is
something that could be sign posted in each of the Halls of residence possibly by
reception so that it is accessible to students all the time or in the form of a handbook
which is available to students living in accommodation with quick links of where to find
information and important contact numbers. The repair maintenance service is rated
above average by 89% students, of which 38% is good and 18% is very good.
Key themes which emerged from the open ended responses from students on the repair
and maintenance service included:




Quick action to complaints
More information on how to report a problem
Staff are very helpful
Providing an estimated time for repair
A similar system to the ICT job request could be used, whereby an email could be sent
when the enquiry is logged with an estimated job close out time. This will give students
an indication of progress on their job. A full list of responses is included in Appendix 5.
11
Cleaning
Respondents were asked to rate the Housekeeping service ( see figure 9). Across both
Halls 11% and 4% rated the service as poor or very poor respectively. The majority
rated it positively as good (36%) or very good (13%).
Figure 9: Respondents ratings on Housekeeping Service
40%
38% 38%
35%
33%
35%
35%36%
30%
25%
Very Poor
20%
Poor
15%
15%
Average
13%
10%
13%
6% 6%
Good
Very Good
5%
4%
5%
13%
11%
0%
University
Hall %
Bradford
Hall %
Total %
When asked whether students were satisfied with the help provided from cleaning staff,
20% were very satisfied and 37% satisfied. Results varied by Halls of residence, the
results for these have been shown in figure 10.
Figure 10: Respondents ratings on whether they were satisfied with the help provided from
cleaning staff
Total
20%
37%
23%
17%
4%
Very satisfied
Bradford
Hall
18%
University
Hall
41%
21%
0%
21%
33%
20%
40%
18%
25%
60%
12
17%
80%
3%
4%
100%
Fairly satisfied
Neither satisfied nor
Dissatisfied
Fairly dissatisfied
43.6% of students felt that the cleaning service could be improved.
improvements included:



The main
Improved communication with cleaners
More efficient cleaning
Cleaning to be doen at an allocated time
A full list of comments is provided in appendix 6.
Wardens
81.7% of respondents had met the warden team, 86.8% had rated them to be
approachable and helpful and felt that they dealt with issues quickly (89.6%). Of those
that were not familiar with the warden team felt that their roles should be better
described as well as information on how they can be contacted (see open ended results
on how the service offered by the warden team could be improved, Appendix 7).
Complaints
24% of respondents felt that their had been a need to complain whilst they were using
the accommodation. Of those that had felt the need to complain, 21% had complained
in writing. 74% felt that the complaint was responded to promptly and resolved fairly. Of
those that had felt that the complaint was not resolved to their satisfaction, the following
comments were made:
“My complaint was and is to do with noise in and outside the halls especially after
midnight, I was advised to call security to always deal with the noisemakers which i did.
But even with security warning the noisemakers- the noise still continued- security
wasn't a strong enough deterrent to prevent noisy behaviour- it just continued with or
without security's warning!”
(Postgraduate, Female, International, Bradford Hall)
“The head of accommodation has her mind set on what she wants and doesn't want to
listen to anything else otherwise.”
(First year Undergraduate, Male, UK, University Hall)
“There were problems in the halls because people were throwing eggs out the windows,
but they could not find out exactly who it was. but they knew which flat it came from.”
(Returner Undergraduate, Female, EU, Bradford Hall)
13
“To an extent my complaints were met but soon after events regressed back to their
status quo. There needs to be a regular monitoring system installed to ensure that
solutions are being maintained.”
(First Year Undergraduate, Male, UK, Bradford Hall)
“We told reception of a boy who lived with us who has mental problems and who
needed help. It resulted in us having to clean his room out and find waste human
products in bottles. Reception laughed, and did nothing but send someone to shout at
him. This has not resolved the problem.”
(First Year Undergraduate, Female, UK, University Hall)
Facilities
Overall ratings of facilities varied depending on the Halls respondents were staying in.
Table 1 below shows a breakdown of responses.
Table 1: Ratings of overall facilities at the Halls of Residence
Very Good
Good
Average
Poor
Very Poor
University
Bradford
Hall %
Hall %
8%
9%
48%
32%
29%
44%
10%
15%
4%
0%
Total %
9%
42%
35%
12%
2%
Respondents were asked to rate a number of facilities (Launderette; Telephone Service;
Resnet Network; Bradford Halls reception; Hub Reception), individual ratings are shown
in figure 11-14. Facilities were mainly rated above average, in particular the Bradford
Halls Reception (18%very good and 52% good) and the Hub Reception (30.5% very
good & 54.9% good).
14
Figure 11: Respondents ratings on Launderette facilities
Total
11%
26%
46%
11%
6%
Very good
Good
Bradford
Hall
12%
18%
50%
18%
3%
Average
Poor
University
Hall
10%
0%
10%
31%
20%
44%
30%
40%
50%
60%
6%
70%
80%
Very Poor
8%
90%
100%
Figure 12: Respondents ratings on Telephone Service
Total
14%
Bradford
Hall
36%
15%
41%
38%
6% 3%
35%
9% 3%
Very
good
Good
Average
Poor
University
Hall
13%
0%
35%
20%
46%
40%
60%
4% 2%
80%
100%
Figure 13: Respondents ratings on Resnet Network
Total
12%
42%
21%
16%
10%
Very good
Good
Bradford
Hall
12%
56%
12%
18%
3%
Average
Poor
University
Hall
13%
0%
10%
31%
20%
30%
27%
40%
50%
15
60%
15%
70%
80%
15%
90%
Very Poor
100%
Figure 14: Respondents ratings on Bradford Halls Reception
18%
52%
28%
1%
26%
3%
Total
Very good
Good
Bradford
Hall
21%
50%
Average
Poor
University
Hall
17%
0%
10%
54%
20%
30%
40%
29%
50%
60%
70%
80%
Very Poor
90%
100%
Figure 15: Respondents ratings on HUB Reception
Total
31%
Bradford
Hall
55%
32%
University
Hall
62%
29%
0%
15%
6%
50%
20%
40%
Very good
80%
Average
Poor
21%
60%
Good
Very Poor
100%
An area for concern is whether the halls of residence would be recommended, in total
50% felt that they would not recommend the accommodation to a friend. In addition, if
asked whether they would consider booking the Halls of residence again 26% said they
would, 54% said they wouldn`t and 21% were undecided. Results varied depending on
the halls they were staying in (see table 2 below)
Table 2: Responses by Halls to ‘Would you consider booking the Halls of Residence again?’
University
Hall %
Bradford
Hall %
Yes
28%
24%
26%
No
56%
50%
54%
Undecided
16%
26%
21%
16
Students put forward suggestions of the improvements they would like to see in facilities:





Add wireless internet capabilities
A review of the fire alarms (mentioned by many students)
Adding a coin machine in the launderette
An Improvement in internet speeds for download
Implementation of general cleaning rules
(Appendix 8 shows a full list of comments)
17
Appendices
Appendix 1: University Accommodation Survey
University Accommodation - Please tell us how we're doing
Dear Student,
In order to provide you with the best possible service, we ask you to help us by completing this online
questionnaire. Your comments will be used to improve and tailor our future services to your needs.
The results will not be used to identify individuals, and you may return the questionnaire anonymously.
Note that once you have clicked on the CONTINUE button your answers are submitted and you cannot return
to review or amend that page
34232
13883385
34269
About You:
1. Are you a
First year undergraduate
Returner Undergraduate
Postgraduate
2. Gender
Male
Female
3. Your original Home location is in the:
UK
EU
International
4. Which Hall do you live in?
University Hall
Bradford Hall
18
Booking Your Room
5. How did you make your application?
Telephone
Internet
In person
Post
6. Please grade your response to the questions below:
Very poor
Poor
Average
a. How easy was it to complete the
application?
b. Please rate the information you were
given about the accommodation?
c. If you attended an open day rate your
first impressions?
7. Do you feel any improvement could be made to the booking process?
Yes
No
If YES, please specify your reasoning.
Moving In Process
8. Did you arrive on intake day (September 16th)?
Yes
No
19
Good
Very good
9. Was the University easy to find?
Yes
No
10. Please rate your response to the following statements:
Very poor
Poor
Average
a. The condition of the room/flat on the
day you arrived
b. The amount of time you had to wait to
collect room keys
c. The process/ease of making the initial
rent payment of £250
11. Did the accommodation meet your expectations?
Yes
No
Don’t know
12. Do you feel any improvement could be made to the moving in process?
Yes
No
If Yes, please specify your reasoning here:
20
Good
Very good
Services to Students
13. Please rate the following statements:
Strongly
disagree
a. Staff are friendly and approachable
b. Enquiries are dealt with quickly and
efficiently
c. Staff are always available to deal with
my queries
14. Do you feel the service could be improved?
Yes
No
If YES, please tell us how we could improve?
Security
15. The level of security in the Halls of Residence is
Very Good
Good
Average
Poor
Very Poor
21
Disagree Neutral Agree
Strongly
agree
16. Please state whether you agree or disagree with the following statements:
Strongly
disagree
Disagree Neutral Agree
a. Queries are dealt with quickly and
efficiently.
b. The security staff are approachable
c. Security are always available
17. Do you feel the service offered by Security could be improved?
Yes
No
If YES, please specify how it could be improved?
Maintenance/Repairs
18. Have you used the Maintenance/Repair Service
Yes
No (please go to question 19)
If YES, was your room left in a satisfactory condition afterwards?
Yes
No
If NO, please give details:
19. Do you know how to report repairs?
22
Strongly
agree
Yes
No
20. Please rate the repair/maintenance service
Very Good
Good
Average
Poor
Very Poor
21. Please use the space below to give us your views on how the repair/maintenance service could be
improved?
Cleaning
22. How would you rate the Housekeeping Service?
Very Good
Good
Average
Poor
Very Poor
23. Are you satisfied with the help provided from cleaning staff?
Very satisfied
dissatisfied
Fairly satisfied
Neither satisfied nor Dissatisfied
Very dissatisfied
24. Could the Cleaning service be improved?
23
Fairly
Yes
No
If YES, please explain how it could be improved?
Wardens
25. Have you met your warden team?
Yes
No
26. Are they approachable/helpful?
Yes
No
Not Applicable
27. Are issues dealt with quickly?
Yes
No
Not Applicable
28. Please use the space below to explain how the service offered by the warden team could be
improved?
Complaints
24
29. Have you had the need to complain?
Yes
No (Go to question 30)
a. If YES, was the complaint given in writing?
Yes
No
b. Was the complaint responded to promptly?
Yes
No
c. Was the complaint resolved fairly and to your general satisfaction?
Yes (Go to question 30)
No
If No, please give details:
Facilities
30. Please rate the following facilities:
Very good
Good
Average
Poor
a. Launderette
b. Telephone Service
c. Resnet Network
d. Bradford Halls Reception
e. Hub Reception
31. Overall, how would you rate the facilities available to you at the Halls of Residence?
25
Very Poor
Very Good
Good
Average
Poor
Very Poor
32. Would you consider booking the Halls of Residence again?
Yes
No
Undecided
33. Would you recommend the Halls of Residence to a friend?
Yes
No
Undecided
34. Please use the space below to provide any further comments on the facilities available:
Final Section - General Comments
35. Please use the space below to provide any additional comments:
26
Appendix 2: Improvements that could be made to the booking process
Brochure with all of the different halls and more detail of what they provide, than just what was in the
prospectus.
Able to do it online at an earlier date, or online at all as we couldn't when we helped
actually give us the full info about halls
all process should be available on line and for bank transferring funds all information about the bank should be
provided
Bradford Halls are good... would be helpful to fully inform students of Arkwright and other private halls of their
personal payment rules etc. as causes a lot of problems and confusion later.
Confirmation that i had received a room (I had to ring up to find out)
Give more precise information about the Halls. Room size, launderette not in the Halls, frequency of fire
alarms...
give students a room number instead of just getting them to show up and panicking
Int'l students who may wish to leave the hall could be allowed to do so should they find cheaper/better
accommodation outside within one month, at least, so long as they are not owing. Some of us do not find it fair
enough that we were given emergency accommodation just for one night at the rate of £15, leaving the poor
stranger with no other option than signing the hall residency contract. I believe that this could be improved upon
as some of us are complaining silently. Thank you for the opportunity.
it can be more fast
Make the dates more obvious, since some people might just miss them.
Maybe provide possibility, to book a room near to your friend.
More information about accommodation, deadlines and how it looks like inside.
One of my letters confirming my accommodation was lost in the mail, it would be helpful if i was told the letter
had been sent.
Only a change to the number of forms requested; I was asked to return a form I did not recieve, but after
ringing the university I discovered that this form is not asked for anymore, but the checklist sheet had not been
updated
Pictures
Quicker response for email applications
The fact that the contracts are made for duration of 42 weeks seems to fit into universities conducts, but no one
questions if that fits to the person who is signing the contract. University ends in May and some final year
students are not from Bradford and they go back where ever they may be from. In my opinion this is a waste of
valuable money and for some reason no one on uni-side cares about this fact.
University should have an online-application system. Especially for international students, booking by post is
very inconvenient.
you should provide more details/pictures of the rooms
27
Appendix 3: How could the service to students be improved?
at least one halls staff member available 24/7
Better fire alarm system. i.e. so it doesn’t go off all the time
Bradford halls and the accommodation staff at university were wonderful and sorted things quickly. However,
Arkwright hall admin. Staff were rude from the day I moved in till I left... maybe they would benefit from
customer service training.
Cleaning process (kitchen, bathroom) and garbage bags. The recycle process is not efficient. The Boxes are
too small.
Deal with enquires quicker
have somebody there to give out post for more than one hour a day, and repairs need to be done allot faster
(extractor still hasn't been fixed) and majority of cleaning staff don't bother to do anything.
I feel that the fire alarm system is in desperate need of improvement. The alarm goes off too often over minor
things such as air fresheners and people smoking. Sometimes this happens at stupid times such as 2-3 am.
I just want to suggest that the reception should have some solution for received-post. For example, last time I
book a train ticket to Newcastle on Monday, the ticket came on Saturday, however, the reception was closed. I
have to wait until Monday to take the ticket, just 3 hrs before my trains and nearly missed my train. Could you
please find the way to improve this issue? Thank you very much
improve cleaners
it can be more fast
It would be nice to have Reception open at the weekends. Maybe just for a couple of hours on a Saturday?
Just need more people on site one time my friend was stuck in a lift and they had to call someone from Leeds
just to use a key to open it why can’t that be on site?
less fire alarms
More helpful approachable staff. Often the staff in halls are reluctant to respond to a problem.
open the office on a weekend
Response to fire alarms, they go off and when the alarms finished we simply go back in without a word from
ANY staff. Not to mention the fact that the alarms themselves are only heat detectors... which means things like
hair straighteners being on, hair dryers or similar set them off but when there’s a smoke filled kitchen they
don't.
Smile
Sometimes you have to remind about some queries, because they forgot.
The cleaning staff were wonderful, however the other staff would laugh at us if we had problems, and make us
feel like children.
The key cards break a lot. They should be of higher quality.
The post can be made available during the xmas holidays. Basically some way of getting the post even if the
reception is closed
There is always room for improvement. Although I have had problems in accessing the Hoover as the cleaners
would often take them away or lock them up and it took a long time until they did put it back. I was never given
28
a satisfactory answer as to why we were left without a Hoover
Toiletries could at least be provided and beddings could also be improved upon.
When there is a problem over the weekend I don't know who to contact! I always have to wait until Monday
which is sometimes not that easy...
Appendix 4: How can security Services be improved?
at the main entrance
Better response to fire alarms. Sometimes security staff fail to turn up at all.
by taking strict actions against the complaint not just by giving one warning to the people who always repeat
their mistakes.
CCTV Cameras
Come quicker to fire alarms.
Ensure all doors shut properly and have a more visible security presence. Make students aware of the dangers
of leaving rooms unlocked explicitly in the first week.
Have them seem more approachable. Only in an emergency would I talk to them.
I didn’t notices security service. sorry, maybe its good for me :)
I have never seen security staff.
I'm neutral on these things because I didn't have to contact them yet, but if I had to I didn't know how to contact
them instead of running to the Richmond Building
if the security have their office nearby halls.
just more staff fire alarms aren't turned off fast enough at night and no one is able to punish the smokers
smoking in the doorway that set it off.
maybe patrolling the building to make student feel that they are on ground, but overall they have been very
responsive
Possibly to have a CCTV system in case of theft, the system could be used to identify possible thieves entering
leaving living areas.
Security Cameras - I had my laptop stolen and there are no cameras, not even in the communal corridors. Get
it sorted.
Stronger deterrent measures against noise in the halls especially after 11pm and also stronger measures to
deal with the incessant fire alarms!
The fire alarm system is absurd. It does not work correctly. It cannot sound all the time. If a student knows
there is no fire every time the alarm sounds, how can it work in the event of a real fire? The causes of frequent
alarms or the sensors MUST be changed. I HAVE NEVER IN MY LIFE SEEN SUCH AN ABSURD SYSTEM.
IT PUTS MY HEALTH AND WELL BEING IN DANGER WHEN I HAVE TO STAND OUTSIDE IN COLD WHEN
THERE IS NO FIRE. If someone brings this problem to court, I think and hope the University will have to pay
huge fines for such indifference to students' safety.
The kitchen security should be improved
The security members are hard to find.
The security services of the university aren't very well publicised.
TOO many fire alarms, it is not serious.
You need more lighting and more security cameras (plus cameras which actually look like they work).
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Appendix 5: Views on the Maintenance and Repair service
Actually repair it, and if you do then the right part... This has happened with the showers innumerable times.
Changing the shower head does not stop the shower head holder from moving...
an email when something has been repaired... our door still has not been repaired after i was told they knew
and its been over 2 weeks.
By taking quick action against the complaint and by understanding the need of Individual student as they vary
with every individual.
don’t know
Faster response
Faster response to complaints and staff should follow up what they say they will do.
I didn’t know how to report problems but the staff were very helpful
I feel that maintenance could be a little quicker. When I first reported the lock on my door being broken three
days past and nothing happened. Once I reported it again it was fixed within an hour.
Immediate repairs - some people have had freezers off over the weekend, and our vacuum cleaner is being
ignored.
It is very good.
It took 2 weeks for someone to come and fix our shower, as on the first two occasions of it being reported
broken the slip was lost.
More information on how to report a problem out of hours/ at a weekend.
much better
N/A
Our iron was reported ages ago and still hasn't been replaced even though it was promised, and some things
could have been fixed quicker, we had a light out for ages.
providing an estimated time of repair.
Sometimes they forgot, but service is quite good and quick.
tells us when they are coming into flat and ask us if the shower heads should been change or not as they were
better before getting changed.
the staff in office actually need to get in contact with them once in a while. would be easier to report directly
ourselves as reception clearly can't do it.
The time it took wasn't the issue... but I would have liked it if they'd actually fixed the problem instead of leaving
it a mess and giving me a card saying the job had been done when the fan was still broken and they'd left a
nice mess for me to clean up too.
We have had toilet and oven fixed. Extractor fans dont work, ventilation in toilets don't work, heating in room is
terrible because you can't sleep it is so hot and when u wake up, your in a puddle of your own sweat. The best
week for sleeping was the week the boiler was turned off due to repairs
Well, I don't know about the repair service but I always tell the very kind staff at the reception but over he
weekend nobody is there so if my door handle breaks completely I am not sure who I could contact to be
honest.
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When problems are reported and a solution is suggested to resolve the issue, that solution needs to be carried
out. However, most of the time things did get fixed.
yes they can be di=one more quickly
Appendix 6: How could the cleaning service be improved?
As I mentioned above the cleaners were more of a nuisance that anything. Especially in our flat I never really
saw them do anything and yet we're getting charged for their services. They can also be very noisy which is
annoying if you're trying to sleep or study and furthermore they've even knocked on our doors which I thought
wasn't allowed.
better communication and approachable
Better timing
By providing essential things in the flat like refusal bags, hand washing liquids in toilets and so on.
Clean rooms as well
Cleaning can be done a bit more thoroughly.
cleaning process (kitchen, bathroom) and garbage bags. The recycle process is not efficient. The Boxes are
too small.
Cleaning staff , do not clean. Often i have come into the kitchen after a member of cleaning has been in there
and found it in a worse state then before. Cleaning staff often sit in the corridors talking rather than cleaning.
On several occasions i have found that the cleaners are using our kitchen as a place to commune and gather,
this includes consuming our food in our kitchen. The cleaning service is in dire need of improvement
Cleaning staff that have a better command of the English language, and don't smell. Also, not washing up
dishes - the gesture is much appreciated but not when food is left on the "cleaned" crockery.
come in frequently
Encourage students to do their own cleaning, we are adults. The cleaners do a good job, they just do too much
for the majority of students that don't appreciate them. Some students do clean, but a lot are lazy. 'Encourage'
students to at least wash their own dishes.
i hope that students don’t have to throw the rubbish bags
I think the cleaners do not have anything to do most of the time, because the kitchen is clean. This service
could be even less frequent.
In the first semester we couldn't tell there had been cleaners in the kitchen. It has improved slightly this
semester though.
pay the cleaners more
please tell them to stop stealing the toilet rolls we leave in the bathroom
Possibly use a different kind of cleaning stuff on hobs as they give off smoke when turned on after cleaning.
Sarah was absolutely amazing. I only put yes for this question so I could leave a comment about her, she was
wonderful
she moans when we hant had chance to wash up dish from breakfast as we have lectures so we can’t do them
till when we get back, she makes their own cup teas with our own supplies which is not on and they shouldn’t
touch our belongs as we dont no what they may do to them.
Students should need to clean the entry if they mess it. And they do it obviously!
The cleaner always working when I was going to prepare lunch, so please change their working time, give 1-2
hours lunch time for us.
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The cleaner does nothing but get in the road. We have piles of our own dishes beside sink to wash and the
cleaner just throws them all the sink. I have had utensils broken because of this. If you wake up and go to get
breakfast they get annoyed and walk out. If a floor or worktop looks untidy they do not enter the room atal and
just put bleach in toilet. Cleaners have meeting in our kitchen having cups of tea, they have even got together
in our shower room for a chat and it feels very uncomfortable especially if you want shower because there
could be 3 or 4 gathering.
the cleaners could take some/all of the rubbish out
The cleaners should actually clean instead of sitting on the table eating food and drinking tea!
The cleaning staff did the bare minimum, and the end result was never very good. Also the cleaner was rude.
The cleaning staff should be effective and clean all the communal areas. Many cleaner skip their jobs.
the rings on the cooker have chemicals that give off a plastic smelling smoke which has set off the fire alarm
before. which is always after the cleaners have cleaned the kitchen. they also always put dirty washing on the
draining board which is for clean washing and usually gets mixed up with the clean washing. they also removed
everything from our kitchen notice board for no reason.
the staff never keep to the time stated. i wait till after twelve but quite often there just starting my flat at 13:30
The staff providing the Housekeeping service is very nice and good. However, the vacuum cleaners on our
floor for example they don't work. We have to pay for toilet paper as well as garbage bags by yourself... even
though we are really paying a lot for the accommodation...
there could be a vacuum cleaner provided to use it any time.
they can take out the trash for us.
though I do not have any problems and complains, but some of my friends are strongly dissatisfied with
cleaning services in kitchens.
To spend less time especially at the meal time
toilets and the kitchen should be cleaned everyday.
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Appendix 7: How can the service offered by the Warden Team be improved?
Actually doing something useful.
don’t know
I do not even know what this service is or why I need a warden and what are the responsibilities of the warden.
I don't even know what the warden team is, so I can't say anything about it...
I find it difficult to understand why Wardens have access to all dorms. I also think the warden to the halls
shouldn't be a student (as I believe the wardens are students). Wardens should have to sign out for cards that
access all areas, and sign in when they return those cards. I do not know what the Wardens are supposed to
do in the flats, but there should only be one warden to each halls of residence. I also believe the warden should
be a member of the security staff, and not a student.
I have no way of actually contacting my Warden as I don't know their email and I can't get into University Hall to
post a not under the Warden's door. So being able to contact them would be good.
I think more inspections should be taken of all, especially in regards to cleanliness and whether people are
smoking tobacco or weed in the halls. Also inspections should take place during the night to ensure that the
noise level is kept down to allow people to sleep. Too often when I try to sleep there is far too much noise from
other rooms or the kitchen. And since I'm the only one who doesn't join in with their company, they would know
if it was me if I reported them. Hence a system of inspections should be a regular occurrence.
It is very good.
Maybe if they actually introduced themselves?
Maybe they have to tell more about them and more information where and how to find ymen and what queries
they can help to solve you.
More visibility from the wardens, more interactions between the wardens and the hall residents.
N/A
NA
none
student wardens need to listen to students and deal with there problems better
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Appendix 8: Further Comments on Facilities
Add wireless internet capabilities
Fire alarms are really just too often! Having them 3 times a day, doesn't lead to the fact to take them seriously
anymore. The University should install a different system which is not hypersensitive to any kind of smoke.
Burning a toast should not set the fire alarm off...
I am very satisfied with all the facilities else than the internet. I have never been able to upload any file on
internet throughout the year. The problem was resolved in the end , but still the response was very poor. After
my complaint I was asked every other day is it fine or not , and after responding many times I quit responding
and the problem remained same.
I think a change machine is needed in the laundrette.
I would like to have a washing-machine in the flat. The telephone provided did not work and I did not have the
need to use it at all. The design of the sinks seems ridiculous, it does not matter too much for me that it is the
same in all the UK, I want to be able to use warm water from one tap with two handles for hot and cold water
mixing.
I'll like to draw your attention towards the internet facility. Internet speed is so slow that sometimes you are not
able to open some links and download some data.
It could be a good idea to build a halls with windows in the bathroom... I like natural light :)
Launderette is ok. I don't use telephone service. Resnet is terrible, I came over with a computer console, Xbox
360 (my friends also have other consoles) and could not connect it to internet. I was told they would not open
the required "port" because it is not educational. I have paid to live in halls and I think this is a stupid excuse; it
does not take up any more bandwidth than what a laptop would. Reception is brilliant, they always help with
queries and questions
N/A
Need better cookers as they are fire death traps and a better microwave as they seem they may blow up when
ON also to hot in the rooms as heating is on full blast constantly and when you have bars on widows you can’t
get air into room because widow only opens a few inches.
Roamnet needed in all rooms
The car park is far too noisy there are people playing music that shakes the drink in my glass at 5 am this is
unacceptable when I’m trying to sleep. Because the building is close together its warm so my window is open a
lot and therefore the music is even louder and its hard to concentrate on work with that. also nothing is done
about smokers setting the fire alarms off its been set off at the entrance at least 10 times and i once heard the
security people say "oh it was just someone setting it off at the entrance" when someone asked what had
happened. Which sounds like it was normal. People will stop coming down and it will endanger lives just
because people aren't being stopped smoking in the doorway.
The dryers in the laundrette often don't work also it would be more useful if it was open later. from my
experience students are never awake at 6:00am (the time that it opens) and are frequently awake past 2:00am
(it shuts at 10:00)
The facilities are basic, but adequate. You get what you pay for, and with it being the cheapest halls you don't
come with high expectations.
The facilities are good.
The halls should consider putting up a list of ground rules for each flat to do with general cleaning- as is in
Trinity Halls. Some people seem to respond more or faster to notices from halls management than
communication from their flatmates.
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The image/feel of the rooms is that of a prison cell. Walls allow far too much noise through and may as well not
be there. Plumbing is extremely noisy, to the point where it disrupts sleep. Fire alarms go off far too much and
the consequences of staying in through an alarm are not made clear at all. Heating is too hot when on yet too
cold when off. Windows need replacing.
The laundrette would be better if it was a lot closer
The laundrette is too far away, i know it’s being lazy but why can’t it be in the building, crossing part of campus
with laundry is embarrassing
The next thing is the annoying alarms and I really don’t get it how the authorities expect that people will act on
a real fire breakout. The sensor adjustments are poor and too sensitive for temperature changes. Ive seen
people smoking in the rooms so this can’t be the reason for this. The heating is shut down during night, even in
winter. Students tend to work not only on daytimes and it is not acceptable in my opinion to cut that last piece
of personal convenience for their work. Also the internet access is a impertinence. In 21st Century you cannot
justify the speed of the supplied service with just academic work. There are media students who deal with big
sized files and it is almost impossible to up or download such files. Saying that the support of faster connection
would support the file sharing I must refuse. It is still possible with this actual connection and should not be
used as an excuse for it. These are points you might consider to change because it is also an important fact for
choosing living in halls or spending the money on some privately owned houses or flats.
The vacuum never got fixed/replaced, the cupboard door which was fixed in the kitchen fell off again as it had
only been 'fixed' with one lousy screw. The halls need a 'brighter' paint scheme, one that reflects modern times
and doesn't make you feel as though you’re living in a prison cell. The bars on the windows near ground floor
are a pain, they should be retractable and on the inside so you can at least open your window. The smoke
alarm is far too sensitive, you burn a bit of toast and everyone panics like there’s no tomorrow. You need
cigarette bins outside the main doors to the halls. I've been told to that the bars on the windows and the
collection of sewage under the accommodation is illegal; but I don't really know anything about that, that's just
what other students have told me by word of mouth.
There are large areas of space that could be used as seating areas.
They are quite old, especially the vacuum cleaner, I have never seen a device as antique as the one in halls. A
new iron would be a good idea.
University halls are the worst halls to live in. The amount of fire alarms caused by students by smoking and
cooking is unbelievable. The internet is utterly slow and useless. The rooms are so closely packed together that
you could each other’s phone conversation when you leave your room.
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Appendix 9: Additional general comments provided at the end of the survey
Although my feedback would generally be good the reason I would not consider booking it again or recommend
it to a friend is for reasons such as the frequency of fire alarms.
Considering the prices in Bradford and the service provided, the rooms are expensive.
Daily fire alarms!
Fire Alarms, should be checked to see if the right one is over the cookers, as the smoke one over the cookers
defeats the object and often leads to cookers abandoning trying to cook and have microwave meals
Get aerial sockets - we cant get TV in here and yet we have letters from TV Licensing - its ridiculous. Also,
make the lift in Uni Halls pretty, ours is horrible compared to Bradford Halls.
Getting told that i owned rent all the time even though i had paid plus fed up with fire alarms and how fire
marshals are not polite or nice to residents of halls when they do a fire drill so early in the morning when alot of
students have to be up early for lectures.
Grateful for the cleaning- definitely a plus.
I cannot stress enough how important it is to address the problem with the fire alarm system. It sounds two
times a week, sometimes two times a night! Anyone, no matter how willing to follow the rules or how afraid of
the fines for staying inside will eventually get used to it. It does not work when everyone is certain that there is
no danger and therefore it puts everyone in real danger. IT MUST BE FIXED OR SOME DAY SOMEONE WILL
DIE IN A FIRE HERE. And I think it will not be only one person. It also makes the accommodation in the halls
not attractive to new students, because, you know, we inform each other about these things, and make sure
our friends do not have to suffer this. I personally, strongly suggested a few friends to search for
accommodation somewhere else just because of this and I made sure they will not use your service and I am
going to continue this. That is at least 3 clients that you will CERTAINLY LOOSE. Imagine the effect it has
globally. Care your money if not our safety. Everything else is just fine if this problem is removed.
I think I have given my point in the extra spaces above
If I can change something in halls the first one will be Heating system and than the structure of walls they give
a feeling of living in prison.
It is a way too loud in halls. There are absolutely too many smoke alarms. The training one at monday should
be enough, either the devices need an update or you have to make students aware of what they're doing -use
any measure, I just don't want to hear an ear tearing alarm again. Furthermore the basic respect of students is
lacking. At night there should be nothing but rest. All-day-partying people need a place elsewhere.
NO
Overall I've had a good experience in Halls but feel improvements should be made to the condition of the flats,
particularly the kitchens and bathrooms which need more up-to-date facilities.
Replace fire alarm system with one that people trust, because right now nobody believes that there is a fire if it
goes off. Could start by moving sensors farther away from ovens, steam is inevitable while people cook. Tell
people that the system is extremely sensitive.
Roamnet needed in all rooms better taps required in some halls/rooms some rooms need a lick of paint more
storage space required fire alarm system needs to be completely renewed
The accommodation was generally okay but needs to be improved by supplying toilet rolls & hand soap in all
the toilets, as it is done in other halls. Students with heavy bags should be able to gain access easily into the
building. Overall, good rating as hall is very well maintained and neat
The condition of the halls is poor, with the fire alarm going off at least once a day. The fire alarms are too
sensitive which is unnecessary unlike other halls which hardly ever go off. There are always bad smells
throughout the halls and the lift is in bad condition. The electricity in the kitchen has stopped working a number
of times and the lift stops working a lot which wouldn’t be so bad if i didn't live on top floor.
36
the door at the back of the halls which we can leave but cant enter should be changed so we can enter as it
would be a big time saver. if we can get in that room why aren't we aloud in the other way.... the car park needs
to be sorted i can see it getting louder at summertime. i also have been told by security there have been drug
dealers there so it should be cut off at night at least or something. the fact that they caught drug dealers down
there should have spurted some sort of action. why would i want to live in a place where drug dealers gather
together 10 meters away... the fire alarms need to be cut down if this means giving out cooking lessons or
something then it should be done smokers in the doorway should not be tolerated because its against the law
and endangering many lives.
the fire alarms sensitivity is hell
The halls are fairly depressing, but there good for first year students who are nervous about uni; as most
people in halls are first year students and in the same boat when you arrive. Also, the location of the halls is
excellent!
The halls benefit massively from being situated on campus.
The University halls of residence while well situated at the centre of campus are outdated and unplesant to live
in. University halls of residence are also unfortunately overpriced in comparison to privately owned halls in
Bradford and private accommodation. That said it would be unfortunate if all first year halls were to be left to
private enterprise.
There is too much of fire alarms which disturbs from our sleep and study. it is hard to have a peaceful sleep in
this halls.
There isn't any real female only or male only section in the halls.
There should be a standard fine of £10ish after the first 8 weeks in the event of a fire alarm being set off and
there being no actual fire. I believe this should be implemented as the fire alarm goes off far too often and as of
yet ther has been no fire. By adding a small charge in the event of a false alarm people will be less careless
when cooking food, etc.
Too many fire alarms. Either the alarms are way too sensitive or people/groups need to be charged for multiple
instances of setting the alarm off.
Understood that the fire alarms need to be in place, but perhaps less sensitive to things like steam, or different
placements several times they have been set off without any actual smoke, because they are above the
cookers in university halls.
University halls is the worst hall to live in. The amount of fire alarms caused by students by smoking and
cooking is unbelievable. The internet is utterly slow and useless. the rooms are so closely packed together that
you could each other’s phone conversation when you leave your room. will not be living in halls next year.
When rebuilding the Halls, include windows even in the bathroom facilities as well as on the floors! It changes a
lot of the atmosphere within the Halls. And you might be able to save a lot of energy; the lights would not have
to run all day and night long! It doesn't really fit the image of and eco university. The size of the kitchen is nice
and also the kitchens itself! Keep that! Maybe create a common room were people from the Hall can meet
watch TV etc, have newspapers... Provide more bookshelves in the rooms, we are students who have to read a
lot!
37