Charles street resident survey 2023
Key Findings – Staff Feedback
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RESIDENCE OFFICE, ADMISSIONS OFFICE, BUILDING OPERATIONS, and security
Staff Feedback
Satisfaction is Increasing with Residence and Admissions Office Staff
Residents are overall very satisfied with the Admissions Office and Residence Office staff, rating them as either “Good” or “Very Good”. Satisfaction rates have also increased between 18-20% from the previous year’s survey.
Most Residents Are Satisfied With Existing Office Hours
When asked if residents find the current operating hours of the Residence Office satisfactory ((9:00 am – 4:45pm daily (9:00 am – 4:15 pm from Canada Day to Labour Day)), 89% of respondents said “Yes”.
Residents Are Overall, Very Satisfied With Building Operations and Maintenance Staff
For the 2023 survey, UFH decided to have residents rate Building Operations staff and Maintenance staff separately. Residents are overall very satisfied with both staffing groups, rating them as either “Good” or “Very Good”.
Building Operations Staff
Maintenance Staff
Residents Want Work Orders to be More Accessible to Non-Students
When asked, 69% of residents reported using StarRez to submit their maintenance work orders, rather than contacting the Residence Office directly. Despite this high number, some residents are unhappy with the accessibility of StarRez for work orders.
UFH understands that being unable to access StarRez for work orders is a concern for their non-student residents. To address this, UFH is in the initial stages of investigating other options for property management that would be more accessible for all their residents.
“The StarRez system makes it difficult for non-student spouses to use because we have to log in with our spouse’s username and password.”
Residents are Looking for Improved Building Aesthetics
“If the outside of the building could be renovated/painted, it would be more enjoyable to live here.”
“Balcony painting is necessary for all the units.”
When soliciting feedback on overall building maintenance, residents indicated they wanted building aesthetics to improve.
UFH has many plans to extend the life of the Charles Street buildings as well as improve aesthetics. Roof replacements are planned for 30 Charles in 2023 and 35 Charles in 2024. Electrical, mechanical, and balcony condition assessments will also be done in 2023 for both 30 and 35 Charles. Additionally, UFH has begun investigating ways to improve the look and feel of both buildings visually, including new wayfinding and artwork.
Satisfaction With Security Has Improved
In 2022, UFH recognized that improvements needed to be made regarding resident satisfaction with security and the feeling of overall building safety. Over the last year UFH has worked with Allied Universal Security to add a third guard to the hourly building patrols and appointed a shift manager who oversees the different security guards and provides consistency to processes.
UFH has also increased communication on the role of security at Charles Street to reduce confusion regarding what security can and cannot assist with. These actions have resulted in an increase in resident satisfaction with security in the highlighted areas.
