Residential and Business Services Monday, 07 January 2019

Student Accommodation Survey 2018-19

McIntosh 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%)

1

Residential and Business Services Monday, 07 January 2019

Number of students who completed the survey (by residence)

McIntosh - year on year overall survey service satisfaction

2 Residential and Business Services Monday, 07 January 2019

How satisfied are you with our service overall?

St Regulus Hall 100% Gannochy House 100% Deans Court 100% John Burnet Hall 98% University Hall 96% St Salvator's Hall 96% Andrew Melville Hall 96% Fife Park 95% Average 2018-19 95% Powell Hall 94% McIntosh Hall 94% Average 2017-18 94% Agnes Blackadder Hall 94% David Russell Apartments 93% University owned 88% Whitehorn Hall 85% 60% 80% 100%

EU/Home Student overall satisfaction:

International Student overall satisfaction:

Overall Home/EU student catering services satisfaction:

3 Residential and Business Services Monday, 07 January 2019

Deans Court 99% St Regulus Hall 92% McIntosh Hall 92% Gannochy 92% John Burnet Hall 89% Average 2018-19 88% University Hall 87% Andrew Melville Hall 87% Agnes Blackadder Hall 87% St Salvator's Hall 85% David Russell Apartments 84% Average 2017-18 84%

50% 60% 70% 80% 90% 100%

Overall International student catering services satisfaction:

Deans Court 99% St Regulus Hall 90% Andrew Melville Hall 86% John Burnet Hall 83% Average 2018-19 82% University Hall 81% David Russell Apartments 80% St Salvator's Hall 79% McIntosh Hall 78% Agnes Blackadder Hall 77% Gannochy 76% Average 2017-18 75%

50% 60% 70% 80% 90% 100%

4 Residential and Business Services Monday, 07 January 2019

Housekeeping overall averages (Catered):

St Salvator's Hall 99% University Hall 98% Gannochy 97% Deans Court 97% Andrew Melville Hall 97% St Regulus Hall 96% McIntosh Hall 96% John Burnet Hall 95% Average 2018-19 93% Average 2017-18 90% Whitehorn Hall 86% Agnes Blackadder Hall 85% David Russell Apartments 81%

50% 60% 70% 80% 90% 100%

5 Residential and Business Services Monday, 07 January 2019

Survey results

Overall Satisfaction Question

How satisfied are you with our services overall? SURVEY RESPONSES % AVERAGE Very Satisfied 33 48% 34% Satisfied 32 46% 61% Dissatisfied 2 3% 5% Strongly 2 3% 1% Dissatisfied 69

Disability

If you declared a disability on your accommodation application form, how satisfied were you that your needs were met? SURVEY RESPONSES % AVERAGE Very Satisfied 2 67% 40% Satisfied 1 33% 53% Dissatisfied 0 0% 7% Strongly 0 0% 0% Dissatisfied 3

Cleaning and Housekeeping

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

SURVEY SURVEY RESPONSES % RESPONSES % AVERAGE AVERAGE Very Satisfied 40 58% 44% Very Satisfied 55 79% 61% Satisfied 27 39% 45% Satisfied 14 20% 34% Dissatisfied 2 3% 8% Dissatisfied 1 1% 4% Strongly Strongly 0 0% 3% 0 0% 1% Dissatisfied Dissatisfied 69 70

The quantity of cleaning you receive: SURVEY RESPONSES % AVERAGE Very Satisfied 32 46% 40% Satisfied 31 45% 44% Dissatisfied 6 9% 11% Strongly 0 0% 4% Dissatisfied 69

6 Residential and Business Services Monday, 07 January 2019

Portering Service

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

SURVEY SURVEY RESPONSES % RESPONSES % AVERAGE AVERAGE Very Satisfied 57 81% 47% Very Satisfied 57 81% 52% Satisfied 13 19% 47% Satisfied 11 16% 43% Dissatisfied 0 0% 4% Dissatisfied 2 3% 4% Strongly Strongly 0 0% 1% 0 0% 1% Dissatisfied Dissatisfied 70 70

Residential Services Management Team

The quality of the service provided by Residential The overall responses to questions and queries you ask Services Management Team: them: SURVEY SURVEY RESPONSES % RESPONSES % AVERAGE AVERAGE Very Satisfied 28 42% 38% Very Satisfied 24 38% 39% Satisfied 33 49% 55% Satisfied 28 44% 54% Dissatisfied 6 9% 6% Dissatisfied 10 16% 5% Strongly Strongly 0 0% 1% 2 3% 2% Dissatisfied Dissatisfied 67 64

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

SURVEY SURVEY RESPONSES % RESPONSES % AVERAGE AVERAGE Very Satisfied 21 31% 33% Very Satisfied 28 42% 44% Satisfied 35 52% 58% Satisfied 27 40% 50% Dissatisfied 8 12% 7% Dissatisfied 10 15% 6% Strongly Strongly 3 4% 2% 2 3% 1% Dissatisfied Dissatisfied 67 67

7 Residential and Business Services Monday, 07 January 2019

Catering Staff the quality of the service provided by the catering the friendliness and approachability of the staff staff SURVEY SURVEY RESPONSES % RESPONSES % AVERAGE AVERAGE Very Satisfied 30 43% 44% Very Satisfied 37 54% 62% Satisfied 33 48% 48% Satisfied 29 42% 34% Dissatisfied 6 9% 7% Dissatisfied 2 3% 3% Strongly Strongly 0 0% 1% 1 1% 1% Dissatisfied Dissatisfied 69 69 the overall responses to questions & queries you ask them SURVEY RESPONSES % AVERAGE Very Satisfied 31 45% 49% Satisfied 30 43% 46% Dissatisfied 6 9% 4% Strongly 2 3% 1% Dissatisfied 69

Catering Services

the information provided on our Knowledge The quality of the food provided in your residence: Information Boards: SURVEY SURVEY RESPONSES % RESPONSES % AVERAGE AVERAGE Very Satisfied 16 23% 22% Very Satisfied 21 30% 21% Satisfied 39 57% 58% Satisfied 46 67% 74% Dissatisfied 10 14% 15% Dissatisfied 1 1% 4% Strongly Strongly 4 6% 5% 1 1% 1% Dissatisfied Dissatisfied 69 69

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

SURVEY SURVEY RESPONSES % RESPONSES % AVERAGE AVERAGE Very Satisfied 12 17% 16% Very Satisfied 33 48% 41% Satisfied 43 62% 64% Satisfied 30 43% 49% Dissatisfied 13 19% 17% Dissatisfied 6 9% 9% Strongly Strongly 1 1% 3% 0 0% 1% Dissatisfied Dissatisfied 69 69

8 Residential and Business Services Monday, 07 January 2019

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

SURVEY SURVEY RESPONSES % RESPONSES % AVERAGE AVERAGE Very Satisfied 18 26% 25% Very Satisfied 19 28% 26% Satisfied 33 48% 53% Satisfied 41 59% 64% Dissatisfied 18 26% 19% Dissatisfied 9 13% 8% Strongly Strongly 0 0% 3% 0 0% 2% Dissatisfied Dissatisfied 69 69

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

SURVEY SURVEY RESPONSES % RESPONSES % AVERAGE AVERAGE Very Satisfied 16 23% 17% Very Satisfied 24 35% 28% Satisfied 31 45% 53% Satisfied 36 52% 60% Dissatisfied 19 28% 26% Dissatisfied 8 12% 10% Strongly Strongly 3 4% 4% 1 1% 2% Dissatisfied Dissatisfied 69 69

How satisfied are you that our catering service offers The information provided about our menus: good value for money? SURVEY SURVEY RESPONSES % RESPONSES % AVERAGE AVERAGE Very Satisfied 27 39% 30% Very Satisfied 22 32% 28% Satisfied 38 55% 60% Satisfied 38 55% 59% Dissatisfied 3 4% 9% Dissatisfied 9 13% 10% Strongly Strongly 1 1% 2% 0 0% 3% Dissatisfied Dissatisfied 69 69

The actions we take arising from the 'You said, we did' feedback: SURVEY RESPONSES % AVERAGE Very Satisfied 21 30% 26% Satisfied 42 61% 67% Dissatisfied 6 9% 6% Strongly 0 0% 1% Dissatisfied 69

9 Residential and Business Services Monday, 07 January 2019

Student Accommodation Services

The quality of the services provided by Student The overall responses to questions and queries you ask Accommodation Services: them: SURVEY SURVEY RESPONSES % RESPONSES % AVERAGE AVERAGE Very Satisfied 26 39% 33% Very Satisfied 23 38% 34% Satisfied 37 56% 61% Satisfied 33 54% 60% Dissatisfied 1 2% 5% Dissatisfied 3 5% 5% Strongly Strongly 2 3% 1% 2 3% 1% Dissatisfied Dissatisfied 66 61

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

SURVEY SURVEY RESPONSES % RESPONSES % AVERAGE AVERAGE Very Satisfied 24 35% 31% Very Satisfied 27 42% 42% Satisfied 38 56% 58% Satisfied 36 55% 55% Dissatisfied 4 6% 9% Dissatisfied 2 3% 2% Strongly Strongly 2 3% 2% 0 0% 1% Dissatisfied Dissatisfied 68 65

The response time for questions and queries:

SURVEY RESPONSES % AVERAGE Very Satisfied 26 43% 33% Satisfied 32 52% 60% Dissatisfied 3 5% 6% Strongly 0 0% 1% Dissatisfied 61

Wardens

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

SURVEY SURVEY RESPONSES % RESPONSES % AVERAGE AVERAGE Very Satisfied 41 61% 46% Very Satisfied 20 30% 33% Satisfied 24 36% 49% Satisfied 33 50% 56% Dissatisfied 1 1% 4% Dissatisfied 12 18% 9% Strongly Strongly 1 1% 1% 1 2% 2% Dissatisfied Dissatisfied

67 66

10 Residential and Business Services Monday, 07 January 2019

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

SURVEY SURVEY RESPONSES % RESPONSES % AVERAGE AVERAGE Very Satisfied 36 54% 42% Very Satisfied 34 60% 41% Satisfied 25 37% 51% Satisfied 21 37% 55% Dissatisfied 5 7% 7% Dissatisfied 1 2% 4% Strongly Strongly 1 1% 1% 1 2% 1% Dissatisfied Dissatisfied 67 57

The friendliness and approachability of Wardennial The overall response to questions and queries you ask staff: Wardennial staff: SURVEY SURVEY RESPONSES % RESPONSES % AVERAGE AVERAGE Very Satisfied 36 53% 51% Very Satisfied 34 52% 44% Satisfied 27 40% 45% Satisfied 27 42% 53% Dissatisfied 4 6% 4% Dissatisfied 3 5% 3% Strongly Strongly Dissatisfied 1 1% 1% Dissatisfied 1 2% 1%

68 65

The hall/residential community:

SURVEY RESPONSES % AVERAGE Very Satisfied 40 59% 41% Satisfied 27 40% 51% Dissatisfied 1 1% 7% Strongly 0 0% 1% Dissatisfied 68

11 Residential and Business Services Monday, 07 January 2019

Student Committee

The accessibility of the Committee: The events they organise:

SURVEY SURVEY RESPONSES % RESPONSES % AVERAGE AVERAGE Very Satisfied 35 52% 34% Very Satisfied 38 57% 35% Satisfied 28 42% 56% Satisfied 26 39% 54% Dissatisfied 4 6% 8% Dissatisfied 3 4% 9% Strongly Strongly 0 0% 1% 0 0% 2% Dissatisfied Dissatisfied 67 67

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

SURVEY SURVEY RESPONSES % RESPONSES % AVERAGE AVERAGE Very Satisfied 34 52% 33% Very Satisfied 30 48% 30% Satisfied 30 45% 55% Satisfied 29 46% 55% Dissatisfied 1 2% 10% Dissatisfied 3 5% 11% Strongly Strongly 1 2% 2% 1 2% 3% Dissatisfied Dissatisfied 66 63

Facilities

Common rooms (e.g. libraries in residences, study areas Study bedrooms: or computer rooms): SURVEY SURVEY RESPONSES % RESPONSES % AVERAGE AVERAGE Very Satisfied 37 55% 45% Very Satisfied 36 52% 33% Satisfied 27 40% 47% Satisfied 31 45% 56% Dissatisfied 2 3% 6% Dissatisfied 2 3% 8% Strongly Strongly 1 1% 2% 0 0% 2% Dissatisfied Dissatisfied 67 69

Bathrooms/shower rooms: Kitchens or pantries:

SURVEY SURVEY RESPONSES % RESPONSES % AVERAGE AVERAGE Very Satisfied 22 31% 27% Very Satisfied 19 28% 25% Satisfied 38 54% 53% Satisfied 29 43% 53% Dissatisfied 7 10% 16% Dissatisfied 18 27% 18% Strongly Strongly 3 4% 4% 1 1% 3% Dissatisfied Dissatisfied 70 67

12 Residential and Business Services Monday, 07 January 2019

Atmosphere and surroundings in the dining room: Cycle Storage:

SURVEY SURVEY RESPONSES % RESPONSES % AVERAGE AVERAGE Very Satisfied 40 57% 40% Very Satisfied 17 45% 33% Satisfied 27 39% 54% Satisfied 19 50% 52% Dissatisfied 3 4% 5% Dissatisfied 1 3% 9% Strongly Strongly 0 0% 2% 1 3% 5% Dissatisfied Dissatisfied 70 38

Laundry room and equipment: Recycling facilities in residential areas:

SURVEY SURVEY RESPONSES % RESPONSES % AVERAGE AVERAGE Very Satisfied 15 22% 20% Very Satisfied 20 32% 28% Satisfied 29 43% 50% Satisfied 29 46% 54% Dissatisfied 19 28% 22% Dissatisfied 11 17% 13% Strongly Strongly 4 6% 8% 3 5% 4% Dissatisfied Dissatisfied 67 63

Heating

The current heating levels in your residence: The heating times in your residence: SURVEY SURVEY RESPONSES % RESPONSES % AVERAGE AVERAGE Very Satisfied 31 44% 31% Very Satisfied 26 38% 26% Satisfied 27 39% 47% Satisfied 30 43% 47% Dissatisfied 9 13% 15% Dissatisfied 10 14% 19% Strongly Strongly 3 4% 7% 3 4% 7% Dissatisfied Dissatisfied 70 69

Communication

Preferred method of communication: SURVEY RESPONSES % AVERAGE Email 65 67% 67% Text 8 8% 7% Wed Memos 14 14% 10% Social Media 9 9% 14% Other 1 1% 2%

97

13 Residential and Business Services Monday, 07 January 2019

What do Residential and Business Services do best?

"Accommodation is really good- very good "Overcharge and underdeliver" services" "The catering staff truly cares about dietary "Answer queries" needs" "Carry out repairs." "The staff are all so friendly and approachable and it makes halls feel so welcoming." "Create a fun and relaxing environment" "The staff are always very nice and willing to "Create a welcoming community and a place help you if you need it. " that feels like home" "Their job " "Engaging students in an immersive experience and unique atmosphere" "They are kind, approachable, respectful" "Everything is organised very well and we are "They are very good at communicating with always notified of anything (eg pat testing) or the students." repairs going on which may affect us." "They've started catering to the vegan diet "Friendliness! Everyone is very helpful and which is brilliant! They are very attentive and kind." quick at replying. The Hall is always cleaned well and is well organised. Thanks for "Help is easy to access" everything you do!" "Keeping Order" "very clearly stated information, particularly "Maintain cleanliness" on accommodation week. Application process "Make themselves approachable" for returners to halls is also completely painless which is great." "Organising" "Wardennial teams are amazing " "our porter is the greatest" "Welcoming and helpful"

What could Residential and Business Services do better?

"be clear as to when they are open" "Ensure that quiet hours are respected and that kitchenettes are kept in a better "Be friendly to students” condition" "Be more accessible, especially in terms of "I can't think of anything off the top of my information on what plug we can have." head! " "Be clearer about the hours!" "Improve the accommodation survey for "care more about the individuals in the hall" shared rooms as I don't think the current "Communication and dialogue with students" questions are sufficient in making the best pairings. " "Could study room be cleaned more often"

14 Residential and Business Services Monday, 07 January 2019

"Improve the procedure around moving "Provide more affordable accommodation. accommodation. You have to go through so Hold staff accountable. Insource laundry. Stop many different people, which is time forcing advertising on students. Preserve the consuming and confusing. Messages get lost history and traditions of halls. Trust McIntosh in translation and it seems as if nobody can chefs. Be more friendly and approachable. give you the answer you want directly. " Provide better heating. Do something about theft." "Keep up the excellent quality of work!" "Some staff can sometimes be a bit rude- "Laundry, catering, and heating" don't want to ask questions even if I have "Listen to the students." them- sometimes really useful but others not "Make dinner later and make sure that the so much" rooms are warm in the afternoon" "The office could be more approachable and "Make recycling in each dorm room easier" friendly" "Make shared accommodation more tailored" "there are spiders at the top of the windows, pls hoover" "Make themselves more available" "They could do better at making themselves "nothing, they have it down to a science" more available for communication from "One small thing would be to keep the office students." open at the office hours stated as there have been a few times where I have gone to collect parcels and they’ve not been there when they were meant to be." "Opening hours of residential services is not long enough and at bad times. My lectures take up all the time that they are open, so accessing their advice/collecting parcels is difficult for me" "Probably be a bit more clear about when they are available. " "Provide full-length mirrors for the rooms; Move meal times later; Not have the cleaners enter your room every weekday; Ensure there's enough toilet paper on the weekends. "

15