41061 Unite AR22 HI-RES WEB-READY - Flipbook - Page 19
STRATEGIC REPORT
GOVERNANCE
FINANCIAL STATEMENTS
OTHER INFORMATION
Q&A
with Karan Khanna
Chief Customer Officer,
Unite
Karan leads the operational and commercial functions
for Unite, working with his team to enhance the student
experience, deliver commercial performance and raise
brand awareness. He joined the business in June 2021 from
InterContinental Hotels Group, where he served as managing
director for the UK and Ireland. Here, Karan explains some of
the focus areas for the year.
Q: How has Unite delivered value for
customers during the cost-of-living crisis?
A: Our costs are very competitive when compared to other forms
of student accommodation. We offer a simple, fixed rent that
includes utilities, Wi-Fi, maintenance, security, and insurance, so
students have certainty on cost. Due to our scale, we purchase
utilities on competitive terms, so we can also offer students
significant savings on their bills.
We continue to invest in making our buildings great spaces for
students to thrive. Last year this included two new properties
and three major refurbishments, with the buildings benefiting
from social spaces, karaoke rooms, cinema rooms and gyms.
Sustainability sits at the heart of all developments to ensure
they remain fit for the future. This year’s projects incorporated
improved insulation, solar panels and air source heat pumps to
reduce carbon emissions and improve their EPC ratings.
Looking beyond costs, the value we offer to students is about
the experience we create. We want to offer a home where they
feel happy, secure, and able to be at their best. Our students –
some of whom are away from home for the first time – may need
support, so last year we moved to a 24/7 model – which means
our trained team are there for students any time they need us.
Q: Are you investing in your team and platform
to create a better experience for students?
Q: So, what investments have been made
in supporting students’ wellbeing?
Customer data shows that social connections matter greatly, so
alongside a Higher Education partner we are also trialling how we
can use data and technology to place students in flats with the
people they will most likely get along with best.
A: We recognise the pressures facing today’s students and have
taken a number of actions to improve the wellbeing of students
in our properties.
A new framework – Support to Stay – has been designed in
partnership with universities to help students maximise their
success despite any medical, physical or mental health difficulties
they may be experiencing.
Student wellbeing is also a core focus for our front-line team
members. Alongside a dedicated student support team, we
also have a Resident Ambassador programme so students can
provide peer-to-peer support to one another.
Right now, we know that financial wellness is top of mind for
students. That’s why we joined forces with financial planning
experts, Blackbullion, to offer students practical tools to help
them manage their money.
Q: Do you see student expectations evolving?
A: Definitely. Today’s students have high expectations of their
accommodation experience – they want more than just a room
to sleep in.
Gen Z expects a seamless digital journey, and we connect with
them throughout their time with us through our MyUnite app.
Recent enhancements to the app include customer notifications,
digital check-out, and also a dedicated space for student welfare.
A: Yes, and this is a top priority for us. Last year saw the launch of
The Academy, which delivers tailored learning experiences for all
employees – especially focused on student safety and wellbeing.
Looking ahead, we are teaming up with an award-winning design
agency to create the next generation accommodation experience
which we will be rolling out shortly.
Q: Finally, what actions have you taken
to keep buildings fire safe for students?
A: We were one of the first companies to take action to remove
Aluminium Composite Material (ACM) cladding from our
buildings and continue to survey our estate and undertake any
necessary remedial work, putting the safety of our students at
the heart of what we do.
We have a dedicated fire safety team of four people with
extensive experience in risk management. But we recognise that
educating students on fire safety also plays a part. That’s why
we hold an annual fire safety education week – which last year
included live events hosted by the fire service.
For more about this project, go online to:
unitegroup.com/partnerships/insights
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