Case study

Sheffield Hallam University

Size: 361 undergraduate student beds in cluster apartments
Contract Description: A full range of day-to-day services are provided around the clock, 365 days a year, including:

  • Helpdesk
  • Accommodation Management (including lettings, deposit management, rent collection and first-line pastoral care)
  • Postal services
  • Grounds maintenance
  • Pest control
  • 24 hour Security
  • Waste disposal
  • Cleaning
  • Energy management

Enhancing the student experience

Sheffield Hallam University has retained Marketing, Allocations, Reception and Grounds services.  However, we are looking at options for transferring some of these services in order to enhance the student experience and provide better value for money.

This partnership allows us to focus on the changing needs of students and to meet these through collaboration.  Derwent FM has a dedicated, directly-employed team on site which continually monitors standards and addresses any problems/faults which may arise.

We have introduced our interactive Helpdesk/CAFM system, enabling students to log and track faults on-line.  Once the job is complete, a customer satisfaction survey can be completed online which is automatically logged on our system.  Any unhappy customers can then be contacted for more information and to rectify the problem.

Setting the standard

 

Representatives of the Student Guild are invited to attend six-monthly Trustee Meetings to provide high-level feedback.  We also work closely with the University Accommodation Team on a regular basis, discussing standards and satisfaction levels.

We report against KPIs each month, typically scoring highly; to date we have never had a deduction levied for poor performance.  At monthly Review Meetings we report on customer satisfaction and agree a positive action plan with dates for completion of any future actions.  These sessions are also used to review rent levels, discuss any long-term snagging issues and agree any trustee actions required (e.g. commissioning studies, funding capex works etc.) to ensure customer satisfaction.