
BUSINESS MODEL continued
How we engaged
Our colleagues working in properties
around the country engage with students
on a day-to-day basis, supplemented
by peer-to-peer engagement and social
activities provided by our resident
ambassadors. During the year we
partnered with Endsleigh Insurance
to provide 24/7 access to trained
counsellors and other support services.
We also engage with students using
our MyUnite app, including pre-arrival
support and networking opportunities.
Throughout their stay, students are
encouraged to participate in surveys
and campaigns, such as Personal Safety
Week and Winter Wellbeing and they
are signposted to our Support for You
webpage.
This is complemented by our customer
research programme which includes
surveys on specific issues, providing
arich source of insight.
Value creation in 2023
•
Embedded the Support to Stay
programme with our university
partners, delivering support when
students needed it most.
•
Provided access to a 24/7 student
wellbeing helpline and digital
therapyservices.
•
Trialled new design concepts
for ourbedrooms, kitchens and
amenityspaces.
•
Supported the award of 106 new
accommodation scholarships by the
Unite Foundation.
•
Refreshed our service style, CARE, to
further enhance customer service.
Priorities for 2024
We will focus on improving the customer
experience. This will include property
upgrades through refurbishment
projects. We will continue to respond
to the needs of under-represented
students and those with additional
challenges. Upgrades to our technology
platform will deliver an improved end-
to-end experience from booking and
throughout a student’s stay with us.
How we engaged
We held quarterly sessions of our
employee engagement forum,
Culture Matters, during the year with
attendance by Non-Executive Director,
Ilaria del Beato. Feedback from our
representatives has helped to inform
the review of our people-related policies,
see page 94 for further details.
We hold regular Unite Live sessions
with our CEO and key senior leaders
to provide business updates, including
financial and economic factors affecting
the performance, with the opportunity
for employees to askquestions.
We conduct regular employee
engagement surveys with findings
shared with our teams, to help jointly
develop action plans.
Engagement in the company performance
is through the annual bonus scheme.
Reward and recognition
programme introduced in 2023
•
8% average pay award, with frontline
teams receiving over 10% in uplifts,
maintaining Real Living Wage.
•
Introduced a sector-leading family
leave policy.
•
Embedded our diversity, equity,
belonging and wellbeing strategy.
•
Launched a dedicated training
programme for General Managers.
•
Launched in 2022, The Academy
delivered 36,000 training events,
through a personalised, tailored
learning experience for ourteams.
Priorities for 2024
Our focus is to provide our employees
with a great place to work.
In 2024 we will focus on delivering on
our talent agenda by investing in our
learning and development programmes
and continuing our focus on diversity,
equity, inclusion and belonging.
How we engaged
Through our Higher Education
engagement team, we meet regularly
with leaders across the UK university
sector. We engage at different levels
within institutions to discuss a range of
topics from strategic planning to day-to-
day operational requirements.
We engage actively in the wider
Higher Education sector, presenting
at conferences and contributing
toresearch.
We have launched the Living Black at
University Commission, to help black
students more easily acclimatise to life
at university.
Value creation in 2023
•
Provided 37,000 beds to universities
for the 2023/24 academic year.
•
Secured planning permission to create
a new college at Rushford Court in
Durham with our long-term partners,
the University of Durham and work
started on site.
•
Our Support to Stay framework links
wellbeing services with those of our
university partners.
•
A sold-out conference by the Living
Black Commission, the publication
of toolkits on cultural services and
research, an EDI Data Maturity
Framework and practical tips,
resources and case studies.
Priorities for 2024
We will continue to support the growth
ambitions of our university partners
through nomination agreements and
joint venture opportunities which
deepen strategic partnerships.
We will continue our research
programme, in partnership with
universities, so we can better
understand the evolving needs
ofeachcohort of students.
STAKEHOLDER VALUE
Students
Key issues
•
Value for money
•
Customer service
•
Safety and welfare support
Our People
Key issues
•
Learning and development
•
Diversity, equity and inclusion
•
Health, safety and wellbeing
Universities
Key issues
•
Student experience and welfare
•
Operational performance
•
Health and safety
16
THE UNITE GROUP PLC Annual Report and Financial Statements 2023
STRATEGIC REPORT GOVERNANCE FINANCIAL STATEMENTS OTHER INFORMATION