6 Common issues Students Tenant have with their Accommodation (PBSA)

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There are a few common gripes that can pose as a big nuisance for student tenants which can occur across any student accommodation building. Helping to alleviate or even eradicating these issues naturally leads to a happier client, longer term tenants, referrals and a host of other associated benefits all adding to that all important, customer experience (aka student experience).

1) Staff - Whilst many students have a great experience with on-site staff in PBSA, there are instances where some feel they aren't treated in a way they would expect, particularly for the amount of money they are paying to live there. Whether that be through slow to react, poorly trained or occasionally even reports of rude staff, it's important to ensure correct procedures are in place to promptly deal with all student requests & issues that may arise.

A regular review and audit of staff including those from third party companies like Security personnel is a must to safeguard the levels of student satisfaction.

2) Fire Alarms Activated - It's normal for fire alarms to go off regularly in student accommodation, occurring mainly due to some of the student occupants unintentionally burning food and having the occasional, non-permitted smoke. The Fire Alarms can sound so regularly that occupants can quickly become desensitised to it's significance and subsequently fail to respond appropriately by evacuating the building and meeting at the designated evacuation area outside. Not only is this a big annoyance for students (some even resorting to tampering with the alarms), the consequences of them not responding suitably could be dire.

Advising students on and having a clear protocol ensuring students evacuate the building is necessary. A quick response team available at all hours can soften the inevitable sounding of the Alarm. To combat these issues, PBSA can implement designated outdoor smoking areas, supply ovens with timers that shut off the oven as well as simple cooking guides to the student occupiers.

3) Noise - Court yard developments and poor acoustic insulation between walls separating beds spaces with accompanying noisy students is a ripe environment for a cacophony of noise unwelcome by most tenants. Noise like loud music and shouting coming from a unit facing the courtyard is more impactful as the sound reverberates throughout the enclosed area.

A Noise Curfew during the working week (including loud gatherings) may well be necessary, adequate soundproofing can be installed on internal walls and playing an active role in tackling nuisance tenants are all ways to tackle this complaint. It's often the few creating problems for the many and so dealing with culprits head on , early and professionally can really set the tone for the rest of the year.

4) Slow Deposit refunds - Taking months to refund a deposit is simply unacceptable and student tenants will let this be known, in verbal and written complaints as well as to taking online to post negative reviews to that effect. A clear procedure needs to be in place regarding expected refund timescales, with a concerted effort to beat the guidelines set and get refunds done within 14 days. Any deposit deduction needs to be clear, preferably explained beforehand and of course, fair.

Alternatively, providers could stop taking deposits, which isn't as disastrous as it may sound.

5) Slow Reactive Maintenance - Not responding quickly or adequately to maintenance requests by student tenants can be an exasperating ordeal for them (as well as all other tenant groups). A dripping tap may be a minor job for a maintenance person to handle but could be keeping that tenant awake at night which is NOT cool.

A clear procedure for reporting maintenance as well as response times and being kept up to date throughout the maintenance handling process will allay concerns in relation to this. Some providers have apps, online reporting systems and on-site staff to handle this directly.

6) Lack of Laundry Facilities - You've been putting off the washing for 2 weeks and now down to your last underwear, it's undeniably time to get a wash in. The trek is made downstairs to the laundry room only to find all washing machines are in use. You return one hour later and nothing has changed, the cycle continues throughout the day and it is midnight before you get a slot for a washing machine not in use. It's not over, you have to return some time afterwards to put the clothes into the dryer and later to collect.

Now imagine experiencing a long wait a number of times throughout the year? Not impressed. This is the reality for many students.

Solution: Supply more washing machines and dryers! It could actually result in a higher ancillary income but more importantly, satisfied tenants.

What are your thoughts/ experience?

Any questions about PBSA or Build to Rent Apartment Block schemes? Comment below and I'll answer as best I can or even write an article on it.