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Service Delivery Standards

A clear framework for exceptional service

At PfP Students, we're committed to delivering consistently high standards across every aspect of our operation.

Following our evolution from Derwent Students to PfP Students, we've spent time reviewing how we work, how we support our teams and how we deliver for our clients and residents. One of the most significant outcomes of this work has been the development of our Service Delivery Standards.

These standards provide a clear framework for what great service looks like across our business. They establish consistent expectations, strengthen accountability and support a culture of continuous improvement, ensuring that every client and resident receives the high-quality experience they expect from PfP Students.

More than an internal framework, the Service Delivery Standards reflect our commitment to our clients, our residents and the Communities we serve.

View our Service Delivery Standards brochure to learn more about the principles that guide our approach.

Download our Service Delivery Standards brochure
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What the Standards mean for our clients

Our Service Delivery Standards have been designed to create:

  • Greater consistency across our portfolio

  • Clear accountability for service delivery

  • A stronger focus on Customer experience

  • Measurable performance and continuous improvement

  • Alignment across teams, properties and operating processes

By embedding these principles into our day-to-day operations, we're ensuring that great service is not dependent on individual teams or locations but is a core part of how PfP Students operates.

Service Delivery Standards in Action

Case Study: Brunswick House

The true measure of any framework is the impact it delivers.

When PfP Students assumed management of Brunswick House in 2022, we began a comprehensive review of the asset, with a focus on improving operational performance, strengthening compliance and enhancing the resident experience.

At the time, the property faced a number of challenges, including lower occupancy levels, maintenance concerns, compliance issues and low student satisfaction.

Our Approach

Through a coordinated programme of operational improvements, investment, compliance management and resident-focused service delivery, we worked closely with stakeholders to reposition Brunswick House within the local market.

This included:

  • Enhancing operational processes

  • Strengthening health and safety compliance

  • Improving maintenance and asset management

  • Investing in key resident facilities and shared spaces

  • Promoting the property's unique strengths through a targeted marketing strategy

  • Creating a stronger resident experience from enquiry through to move-out

Before Management

  • Occupancy of 89%

  • Health and safety concerns

  • Building condition compliance of approximately 75%

  • Poor critical asset maintenance

  • Facilities operating below expected standards

  • Low resident satisfaction levels

After Management

The improvements delivered measurable outcomes across multiple areas:

  • 100% occupancy

  • 100% health and safety compliance

  • 100% building condition compliance

  • Improved EPC rating from D to B

  • Refurbished laundry and kitchen facilities

  • Increased resident satisfaction

  • Revenue growth of 24%

  • Average rents increased from £175pw to £217pw

Results

Brunswick House demonstrates how a consistent, resident-focused approach, supported by clear service standards and operational excellence, can improve asset performance while delivering a better experience for residents.

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Looking Ahead

The student accommodation sector continues to evolve, with rising expectations, affordability considerations and increasing competition placing greater emphasis on Customer experience and operational excellence.

Our Service Delivery Standards provide the foundation to navigate these challenges, helping us deliver consistent, measurable outcomes for both clients and residents.

As we continue to evolve as PfP Students, these standards will remain central to how we operate, improve and deliver value across our portfolio.