Frequency of satisfaction surveys
7.1 Where they house more than 300 students, Members will carry out a satisfaction survey of their student occupants every 24 months or more frequently, and at a time when most occupants are resident. Where a single supplier houses 300 or fewer students, they will conduct a survey no less often than every 36 months, again at a time when most occupants are resident.
Survey design
7.2 Members will ensure that surveys are designed so that:
Their outputs on the delivery and provision of services can be benchmarked against the results of earlier iterations; and
They facilitate consideration of aspects of student life as it relates to occupants’ stay in the accommodation as provided.
7.3 For the portfolio and for each individual development, the survey will cover both qualitative and quantitative elements, including, as a minimum, the following:
the response rate
the analysis of respondents by UK and overseas students (where possible disaggregated to EU and non-EU) and by gender
information related to their arrival at the accommodation
whether the accommodation met expectations
the reliability and speed of any web services provided
satisfaction with security: personal security and building security
satisfaction with facilities
the quality of maintenance and speed of response
whether occupants know the development is part of the Code.
7.4 The survey should also provide an overall measurement of:
How the occupants rate management
How they rate value for money
Whether they would recommend the accommodation to a friend
Their overall levels of satisfaction.
Code Information Requirements
7.5 Members will supply the following up to date information (not less than annually) as part of their Code obligations:
For each building:
name and postal address (with postcode)
number of storeys
number of bed spaces
name of the building manager (or equivalent) and contact details (email, postal address
and phone number)
number of bed spaces let by year
number of home and international students housed in each building by year.
This information remains confidential to the NCA but will be shared, on a non-identifiable basis, with the Office for National Statistics, the Department for Education and the Ministry of Housing, Communities and Local Government.