At the University of Chester, your views, thoughts and beliefs are really important to us. Check out the changes we’ve made below to our Estates, Facilities and Accommodation offer as a direct result of your feedback.

Improved Student Appointment Process – We introduced a new process for any request received on our system for an individual student room to improve our customer service. This new system allows us to communicate with students regarding when we’ll be visiting their room following their request submission. Any follow up visits are also scheduled and the student is informed of re-visits. Please note: this process isn’t followed for work which would be considered to be an emergency or for any communal areas.

Communications – Our internal Estates, Accommodation and Domestic Services teams are working to improve communication feedback which will allow us to give students more notice/updates of any work which is being out across the wider team which might directly affect their accommodation, eg pest control.

Student Engagement – The helpdesk team want to conduct a review in early 2024 with students who live in our University accommodation to ask them about the service we’ve provided them since they moved in. This will give us the opportunity to reflect on our working practices and hopefully improve on any areas identified from this exercise.

Customer Service Excellence – This year the Hospitality and Residential Services team completed their third and final year of the Customer Service Excellence Award – achieving Compliance Plus. As we have restructured our teams across the University, when we restart the process for 2024 we wish to include the whole of the new Campus & Commercial Services Directorate to include such areas as, Commercial Operations, Hospitality and Events, Accommodation, Domestic Services, Security, Sports, Helpdesk services and administration.

Accommodation provision – After reviewing application preferences, we’re now increasing our offer of self-catered en-suite accommodation through the use of partnership accommodation.

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