Survey results summary 2013

I have been producing a quick, colour-coded summary of the residents' survey results for Connaught Hall in a standard format every year since 2007. I've just published this year's results at surveys.connaught-hall.org.uk, where you can also compare the chart with results from previous years.

This is one of a series of posts responding to the results of the residents' survey. You can see all the posts here: http://connaughthall.blogspot.co.uk/search/label/Survey%202013.

suggestions@connaught-hall.org.uk

The email address to give feedback about anything at Connaught Hall is suggestions@connaught-hall.org.uk.

Some respondents to the residents' survey were not aware of this address (stating they didn't know how to give feedback). One respondent was unhappy upon finding out that his/her email about catering had been distributed to some members of the Residents' Club Committee. Another said s/he expected emails to the suggestion box would be anonymised.

The full distribution list for suggestions@connaught-hall.org.uk is:

• the Warden;
• the Hall Manager;
• from the catering company - the regional Catering Manager and our local Chef-Manager, as well as the company's own "comments" email address, cateringcomments@london.ac.uk;
• the Facilities Committee Senior Member (and this year only, the McSF Senior Member);
• the President and Secretary of the Residents' Club Committee.

This distribution ensures that the right person receives your email straight away, helping us to provide a timely response. By not anonymising emails, we can reply to the person who writes to us and let them know what action we have taken, or ask if we need more information about the complaint or suggestion.

The existence, purpose, and distribution of the suggestions email is well advertised online and in Hall --

On our website:

On the table-top fliers in the dining hall:

And on posters:

The address is also mentioned at several places in the residents' handbook. 

In light of the survey comments, I have looked at what we already have on this and cannot at this time see any way in which I can make the existence, purpose, or distribution of suggestions@connaught-hall.org.uk any clearer. 

It would be possible to have emails reviewed by one person (probably me) initially, then anonymised and forwarded to the person(s) who need to see it - e.g. if it's a complaint about catering, it would be sent only to the catering team. Such a system, however, would have disadvantages over the present arrangement:

• it would slow down receipt of the email by the person who needs to act on it by up to 72 hours, if the email were sent on a Friday morning and the reviewer could not review and forward it until Friday evening, to be received by office workers on Monday morning;
• anonymised emails would not be replied to, so you would never know what action had been taken;
• it would prevent the Residents' Club Committee, facilities Senior Member, and Hall Manager from reviewing the whole spectrum of complaints, so we wouldn't see patterns of complaints that might need action higher up that at the individual service level.

Of course, if you are worried about your identity being known, or about your email being read by people not directly involved in your complaint or suggestion, you can always write to me (warden@connaught-hall.org.uk) with your ideas or complaints ans ask me to pass them on - anonymously if you prefer - to the relevant people or offices.

If you have any feedback on the publicity we produce for our suggestions@connaught-hall.org.uk address, or any thoughts on a better way of providing feedback, please get in touch with me. I should be especially interested to hear your views on the distribution of emails sent to the suggestion box: are you uncomfortable with your suggestions being seen by everyone on the distribution list?

This is one of a series of posts responding to the results of the residents' survey. You can see all the posts here: http://connaughthall.blogspot.co.uk/search/label/Survey%202013. 

Fridge thieves beware!

A large number of comments in the residents' survey talked about theft from the pantry fridges.

College Hall recently introduced a new scheme, using a a bit of technology and some decoy food items to catch fridge thieves. They caught three people red-handed in a week and appropriate disciplinary action was taken.

I propose to introduce the same method to catch thieves at Connaught Hall in April 2013. I really very sincerely hope that we shall not catch anyone: that this message will be enough to remind people that stealing others' food is not OK; and that the now very real threat of being caught might be a deterrent.

In the past, I have been limited to making pleas not to steal, but had no realistic means of detecting the culprits. That is no longer the case. And this has been such a persistent, insidious problem this year that I will apply harsh penalties to anyone who is caught stealing.

This is one of a series of posts responding to the results of the residents' survey. You can see all the posts here: http://connaughthall.blogspot.co.uk/search/label/Survey%202013. 

Televisions at Connaught Hall

Several responses in the residents' survey mentioned problems with the televisions in the common rooms.

The televisions are the property of the Residents' Club and responsibility for them lies with the Residents' Club Committee. Purchases of these televisions and associated equipment are funded by your £30/year Club subscription.

Today, I spent some time to find out exactly what is wrong with each of the televisions. My findings are shown in the table below, with my recommendations to the Residents' Club Committee in red.

It is up to your elected representatives whether they wish to use Club funds for the expenditure I have suggested. Talk to them - or email them at committee@connaught-hall.org.uk - if you have any views on whether they should or should not buy new equipment.

Please also email the committee if you are aware of any other faults or problems that I might have missed when I was looking at the TVs today.

This is one of a series of posts responding to the results of the residents' survey. You can see all the posts here: http://connaughthall.blogspot.co.uk/search/label/Survey%202013. 

Cultural sensitivity

"I feel that some cultures/countries where students come from are not well understood. Inadvertently some actions/events, though conducted with the best intentions, can be slightly insulting. Its not a very big or serious issue, just hope that such misunderstandings would not happen too often (though mostly ignored, it can be slightly irritating at times)."

I should really like to have some more specific feedback on this. Cultural sensitivity is something that I take very seriously indeed, so I sincerely apologise if there have been examples of a failure to respect different cultures or beliefs in Hall. We have not had any direct feedback to tell us where we might have gone wrong here: we need to know more so I can ensure we don;t see a similar comment in next year's survey!

Please contact me at warden@connaught-hall.org.uk or come to one of my open office sessions to help me understand what has gone wrong. If your concerns relate to my actions and you don't feel comfortable approaching me about it (although I can assure you I am very happy to receive constructive criticism), then email the Hall Manager at hall.manager@connaught-hall.org.uk and ask her to discus the matter with me or forward your email with the name and email address removed.

Thanks for your feedback.

This is one of a series of posts responding to the results of the residents' survey. You can see all the posts here: http://connaughthall.blogspot.co.uk/search/label/Survey%202013. 

Incorrect contact details

I was sorry to read these comments from the residents' survey:

I have never been able to use the email address for [catering] feedback. Apparently, it does not exist.

When I tried to ring the finance office the numbers were incorrect and I could not reach them.

Most of the contact details you might need for the Hall and the University of London are at http://contacts.connaught-hall.org.uk. All suggestions, comments, and complaints (including catering ones) can be sent to suggestions@connaught-hall.org.uk. 

This poster explains how to contact us for different kinds of problems:

If you find any of the contact details on our website, the poster above, or in the Residents' Handbook are incorrect, please email the suggestions address as soon as possible so we can update them.

This is one of a series of posts responding to the results of the residents' survey. You can see all the posts here: http://connaughthall.blogspot.co.uk/search/label/Survey%202013. 

Information deficit?

We do try very hard at Connaught Hall to keep everyone informed of what's going on, and to provide high quality, accessible information about our facilities and services. Some of the responses to this year's survey, however, demonstrate that we are still not quite reaching everyone with the information they need.

When I first arrived at the hall, nobody told me that there was a good lift which I could use. So I lifted my own luggage to my floor (The lift only goes to the second top floor, but I live on the top floor). No guidance of facilities or introduction to the hall was provided, maybe because I moved in the second term. Still, I think every resident would like to receive helpful guidance and information upon their arrival. Besides, there were not many welcome arrangements.

More explanation about the hall, especially for overseas students.

The events have been thoroughly organised, although I think promotion could have been done further in advance (and not just on Facebook). 

Our Residents' Handbook is the official source of information about the Hall: handbook.connaught-hall.org.uk. I wrote and designed the Handbook myself and update it every year. It does contain a large section aimed at international students. But it does not mention the goods lift: I will correct this for the start of the next academic year. We shall also put up directions to the goods lift in reception on the main arrival days next year, and provide instructions on how to use it.

There is alsway more information being published here on my blog (blog.connaught-hall.org.uk), on our Facebook page (facebook.connaught-hall.org.uk), Twitter (tweets.connaught-hall.org.uk) and more recently, Instagram, Google+, and our YouTube channel, ConnaughtTV.

It's clear, however, that information in the Handbook is often simply not read. Most of my blog posts only ever reach around 100 views, so are obviously not reaching most residents; not everyone is on Facebook (especially students from China, where Facebook is banned); and only a minority of residents follow our Twitter profile. Instagram and Google+ even more obscure. So how do we get information out? More emails are not the answer: most of us receive too many emails already.

So  today I have designed new "tweetboard" and "tweet-tips" posters:

These laminated signs will be prominently displayed in reception and frequently updated with very short updates, answers, tips, advice, and guides to our facilities. It's Twitter for people who aren't on Twitter.

During the first few weeks of term 1, the tweet-tips board will cover all the important rules and facilities in Hall - so if you see that board every day, you will barely even need to read the Handbook!

The advantages of tweet-sized bits of information are:

• more memorable and digestible than long passages of text;
• large text will be clearly visible so it's difficult to miss announcements;
• easier for us to update very frequently without designing a whole new poster each time;
• every "tweet" will be dated;
• once the initial outlay for the full-colour, laminated templates is made, the plain text signs will be very cheap to print.

I hope these new posters will help get information to those people who are currently missing out.

This is one of a series of posts responding to the results of the residents' survey. You can see all the posts here: http://connaughthall.blogspot.co.uk/search/label/Survey%202013. 

"if you are physically abusive, you should be thrown out of the hall"

We received this comment in the residents' survey:

"if you are physically abusive, you should be thrown out of the hall on a zero-tolerance basis."

I am really very concerned about this comment, since it implies that someone has been physically abusive in Hall this year. We do have clear regulations about this:

Licence Agreement -- 9.3 You must behave in a responsible and proper manner at all times with consideration for all other students, staff, local residents, and members of the public generally. Behaving in an aggressive, violent, abusive, insulting or threatening manner towards anyone in the Hall is not acceptable and is a disciplinary offence, which may lead to expulsion. It is expected that every student should be able to study or rest without disturbance from others at any time, and particularly from 11.00 pm. to 7.00 am.

I have also written a document that explains the various University and Hall rules and regulations around discrimination, bullying, and harassment: connaught-hall.org.uk/documents/Connaught-Hall-bullying-policy.pdf.

In general, if there is sufficient evidence that someone has behaved abusively or violently in Hall, they will be removed from the Hall immediately (in the case of guests) or within 24 hours (in the case of residents).

If the person who submitted this comment remains concerned about an incident of abuse, bullying, or harassment, he or she should contact me in confidence as soon as possible.

This is one of a series of posts responding to the results of the residents' survey. You can see all the posts here: http://connaughthall.blogspot.co.uk/search/label/Survey%202013. 

Some of the good feedback from this year's survey

This is one of a series of posts responding to the results of the residents' survey. You can see all the posts here: http://connaughthall.blogspot.co.uk/search/label/Survey%202013.

Here are some of the positive things people said about Connaught Hall in this year's  survey. The rest of my posts about the survey will be addressing negative comments, criticism, and suggestions for improvement, so I'd like to get some of the nice things out there, too!

Cost / value for money 

I could not budget for anymore - but Connaught is amazing and worth every penny

Welcome arrangements

The welcoming arrangements were great, handing out free food and drinks to keep everyone loosen up and get comfortable whilst socialising. Great job!

Connaught Hall, to me has become a home away from home. Everything about it from the start to now has been amazing. It has played an important part in settling me down in London. Hats off to the warden and the senior members for being so friendly and cooperative and arranging so many events throughout the year. How can i be homesick when i am already living at home? :)

CONNAUGHT IS AMAZING

I immediately felt incredibly welcome thanks to the warden's team and other residents already in halls.

I thought it was extremely welcoming. The Warden greeted me with a big smile and introduced me to some students who were already there. At the first dinner, I already felt safe and confident.

There was lots of information online so I knew what to expect. I felt at home right away, from the friendly receptionist to meeting the warden in the lobby at the welcome tea.

Internet 

Couldn't have asked for a better internet connection!

Internet connection is very good.

Really impressed with the ease and speed of use with the wired internet cable connection. Think its extremely useful and good setup.

Very fast internet, I like it.

Wired internet's generally great and the cap is generous.

Cleaning & housekeeping 

Great cleaning, lovely cleaners.

Housekeeping staff are generally very good, I haven't had any issues with them.

I am overall satisfied with the cleaning. As I said the hall is clean most of the time, perhaps with the exception of weekends when the staff is not here, but that's understandable and residents should be more responsible in those days.

The cleaners do an excellent job.

The housekeeping staff are brilliant!!

The housekeeping staff are really nice!

The housekeeping staff are so friendly and great at their job.

Very satisfied with the cleaning here. Always very friendly and polite - and unnecessarily apologetic in case they disturb you!

Maintenance 

Great maintenance staff.

Maintenance is generally good - if you have a problem you can report it to Matt through writing in a book at reception, and he normally deals with your request within a few hours, if not straight away.

Maintenance Matt who works in Connaught Hall is extremely efficient and a real gentleman.

Maintenance problems are always solved very quickly, and the maintenance man is always friendly and helpful.

The maintenance service, provided by Matt, is brilliant!

The service provided is of a very high standard. All of the times which I have had a problem concerning maintenance in my room, it has been resolved very quickly.

Very clear information throughout, any problems such as a broken kettle and a broken doorhandle were fixed within 24 hours. Maintenance staff always present in the hall to help.

Reception, security & safety 

All the receptionists are very kind. It is good how the same receptionists remain in the same halls as they then get to know the residents well.

Everyone I've spoke to at reception is friendly and helpful, security hasn't been an issue for me.

Everything about reception and security is perfect.

Feel safe in Connaught, especially with having the reception area where staff has to let people in themselves and check IDs of residents.

Fire safety posters are all around the building, conveniently located next to the elevator so people see it more often. Security staff are pretty nice. Mail and parcel handling is pretty good.

One of the security staff, Din, should be commended for his friendliness and approachability.

Reception staff are always very helpful.

There's a lot more security at Connaught than at pretty much all of the other student halls I've visited.

Students with disabilities 

Adrian and his team are fantastic.

Adrian is a very useful person to contact when there are problems- especially given his medical background. There are lots of posters around with numbers to call for various issues. It's a difficult question as there needs to be a balance of privacy and ensuring students don't become withdrawn.

Catering

The catering staff are very friendly and welcoming.

Rules, regulations & discipline 

The warden and his team are very clear and even handed at dealing with any violation of the hall rules - especially noise complaints which is brilliant.

The Warden and senior members are pretty good at managing noise complaints and other issues with living in such a social environment, in a constructive way that isn't too restrictive. They can be firm when necessary and I've heard of disciplinary meetings when residents are breaking the rules, but everything they do seems fair and if you're not troublesome they'll leave you to get on with everything and never bother you - but are always there for advice or help with anything. The Warden is always really great, and it's nice that he's in charge and enforces rules but also is very sociable and will chat to you when he sees you too. It's a very comfortable, relaxed atmosphere in halls, as long as you're willing to be reasonable about everything.

The Warden & Senior Members -- pastoral care & community life 

Adrian is a wonderful warden. He is always accessible and very easy to talk to. 

The community life is central to Connaught and everyone comes together in the common rooms and bar! It's one of the best aspects of the hall.

Adrian, Zack and KJ are very good at their jobs- events are well organised and suggestions are accommodated.

As I previously said, I have a really high opinion of the Warden. He's great, and the hall wouldn't be the same without him, and we all really appreciate everything he does for us. He genuinely cares that everybody is doing okay and enjoying their time here, and makes an effort to come to dinner and integrate himself with the residents, and is always present at the events hosted here. It's nice to know that he and the senior members are always around if you need help. Social life, community in halls, respect, tolerance, equality - all great. It's no surprise people often choose to stay on here in their second year (and some even in their third year).

Connaught Hall is by far the best hall!

Connaught Hall really is fantastic. The bar is an essential meeting place and community focus.

The community life here is great, this is Connaught Hall's best selling point in my opinion.

The atmosphere in the hall is very comforting and social. The warden and senior members are very involved with the activities of the hall.

The Warden and the Senior Members are very friendly and easy to find. The warden has open sessions which I believe are great and gives the residents an opportunity to speak about any topic.

The Warden is a great asset to the hall, as are the senior members. If you have any queries, they are always happy to help.

The warden is brilliant - senior members, particularly some, are extremely helpful and always there and Connaught would not be the same without Dr Clark.

The warden is great, he appears to foster a spirit of community. The atmosphere generally is great, everyone seems to get on and there is a certain pride to be from Connaught which is refreshing.

The warden is very good, you see him around, obviously involved in things and interested in what you say to him. He's polite and friendly and approachable.

I think the wardens efforts show... It's a nice friendly hall to live in. I was worried about moving away from home but I felt well supported and so welcome when I moved in, it's been fine.

The warden really makes the hall. He does an extraordinary job. Connaught Hall would not be the same without him.

This year would have been a lot more difficult without the warden he is very valued in this hall, him and his team are very approachable always happy to help - really can't over emphasise there importance and usefulness.

Social events, recreational facilities & the Residents' Club Committee 

I love having a bar in halls, it's convenient and sociable and a great place to meet up with people - I just wish people would use it more. But the bar manager and committee have put in effort to lower the prices of drinks which is good, and it's probably made a difference. The committee do a lot to enhance the community life in halls and it's noticeable.

It is amazing, there is always something going on in the Hall which I believe adds to the wonderful experience of living in Connaught Hall.

The events are great it is lovely to be living in such a social hall.

The residents' committee has organised various good events (I've attended some really cool parties at the bar), the Senior Members have organised some others (floor receptions, postgraduates' receptions, movember campaign and auction, multicultural celebrations, etc), and the Warden some others (welcoming tea and cake receptions, Christmas dinner, etc), so I think Connaught has something for everyone!

The Social life has been great, and a good way to bring disparate members of the hall together. the social life in this hall is great. Care is taken to include everyone and cultural activities are also commendable.

The social life is great.

The social life is great because of the bar, shared mealtimes and the events.

There's always things going on and that's one of the best things about living here. 

The bar is central to this hall. It's amazing to have our own bar.

The welcome teas at the start were important, as I felt I knew some people right from day one.

Our hall does lots of cultural nights - Indian Diwali, Chinese new year, Burns night, I think there were more as well. These are great fun and interesting to get involved in. Christmas tree decorating was wonderful, with a real family atmosphere. And Christmas dinner was just amazing. I know a lot of time went into that and I'd like to say thank you for it. I can't really think of any more events I'd add, tbh.

General comments / overall satisfaction 

Although the cost is around £30 more a week than my college's own halls, with the central location, catered accommodation, regular cleaning and social atmosphere I think it is definitely worth the extra. It has been a great experience to get to know so many people from all over the world, of different backgrounds and studying different subjects. I can only hope that I get the same experience again next year!

Amazing building filled with a great team of staff. It has been a pleasure living in Connaught Hall.

As mentioned, Connaught is sociable and lively due to the events organised and activity of its members such as the Connaught tv which is very funny, and parties. Additionally in the first few weeks second year members showed freshers clubs and good places to shop/explore in London such as Brick Lane and Borough Market, which was both fun and helpful.

Connaught has a very friendly atmosphere, really excellent staff, great location, I love my room and the view (third floor), just all-round enjoyment - I don't want to leave!

Connaught is fantastic. The warden is brilliant, and it is without doubt the best hall in London (that I am aware of!)

Excellent hall - the best in my opinion!

Great atmosphere- very sociable hall. Bar is a lifeline for socialising. 

I couldn't have asked for more. I am really hoping i can live here again. Can not imagine living anywhere else other than Connaught!

I love living here. It's been a great experience in my first year and I'd love to stay here again next year. 

The warden talks about family and community in speeches and newsletters (which are great, by the way, really good to see what going on) - and it's true, this is like a home for us. It's a safe, friendly, sociable, welcoming place and I would recommend it to anyone.

I would love to live in Connaught Hall for another year. I have really enjoyed the experience. I have made incredible friends and it really feels like home in Connaught. I feel very comfortable and very happy living here. I love it. Everyone from the Warden to the residents are very friendly and it makes living here a real dream.

It's a very friendly hall.

I chose to stay in Connaught in my first year because of its reputation as a social hall. It lived up to my expectations and has allowed me to meet many wonderful people. I really think the social aspect of Connaught ought to be a template for all halls.

Pastoral care, community atmosphere and attitude of residents all fantastic.

The experience at this hall has been great. Social life is good and the rooms are just the right size and comforting. The area is very safe and the warden, senior members, staff, etc are always around to help.

The hall is overall very accommodating and ideal. Close proximity to many UL campuses, very active social life, quiet rooms, a fair supply of food, very safe, etc.  It is much better than what I expected a student hall to be and if possible would continue to live here without a doubt.

Is your chair broken?

These three comments were made in the recent residents' survey:

1. The chair is almost broken, but no one fixed it.

2. The relaxation chair in my room has all torn-up fabric.

3. My chair has never been repaired or changed.

Since the survey is anonymous, we cannot direct someone to sort out these problems for you. If you are one of the people with a broken chair, please email suggestions@connaught-hall.org.uk so the management office can have a new chair sent to your room!


This is one of a series of posts responding to the results of the residents' survey. You can see all the posts here: http://connaughthall.blogspot.co.uk/search/label/Survey%202013.

Survey 2013: the bottom line

75.5 % of residents were "slightly satisfied" or "very satisfied" with Connaught Hall.
14.9 % were dissatisfied.

This compares with 93.7 % satisfaction and 1.1% dissatisfaction in 2011-2. So the focus of much of our post-survey follow-up will need to be on why satisfaction has fallen so much this year.

Overall satisfaction, value for money, and desire to come back next year are our "bottom line" satisfaction indicators. Here are the numbers:

Talk to us about this on Facebook: https://www.facebook.com/connaughthall/posts/423381594422856. Tell us why you think satisfaction is so much lower this year. Or email us at suggestions@connaught-hall.org.uk. 

This is one of a series of posts responding to the results of the residents' survey. You can see all the posts here: http://connaughthall.blogspot.co.uk/search/label/Survey%202013.

Residents' Survey - response rate

Survey response rate

The response rate to the Residents' Survey this year was a little disappointing: we had the lowest ever response rate since the survey moved online in 2010, and still the fourth lowest ever in the history of the survey, if you include the years when it was an A4 paper "physical" survey:

• 2013 - 40.8% - online, administered by the University of London research & development unit
• 2012 - 43.9% - online, administered by the Warden
• 2011 - 50.4% - online, administered by the Warden
• 2010 - 47.8% - online, administered by the Warden
• 2009 - 35.1% - paper, administered by the Vice-Warden
• 2008 - 44.9% - paper, administered by the Vice-Warden
• 2007 - 39.5% - paper, administered by the Vice-Warden

I am disappointed that we have heard from so much less than 50% of the Hall, which really could call into question the validity and broader applicability of the results.

It's too late to take the survey now, so please use every opportunity to feedback to us via suggestions@connaught-hall.org.uk or comment on Connor Tall's Facebook post here: https://www.facebook.com/groups/connaught2012.13.

We do value every comment, suggestion, and complaint you send to us. Keep them coming!

This is one of a series of posts responding to the results of the residents' survey. You can see all the posts here: http://connaughthall.blogspot.co.uk/search/label/Survey%202013.

Residents' Survey 2013

I received the results of the annual intercollegiate halls residents' survey today. Over the next few weeks, my team and I will go through every single response (that's 104 A4 pages of tightly-set text and data) so see what we can act upon now and what needs to be included in our longer-term plans.

I will post updates on the action we take in response to the survey here on my blog: http://connaughthall.blogspot.co.uk/search/label/Survey%202013.

As soon as I can, I will also put the results into a more digestible format and publish them on our website.