The firm, which is the property management arm of Knight Knox International’s partner developer, Forshaw Land & Property Group, surveyed tenants from three student developments, previously sold by Knight Knox International, St Ann’s Lodge in Leeds, The Pack Horse in Bolton and The Bank (also in Bolton) were surveyed (208 beds).
The survey questioned respondents on services including booking/arrival experience, Primo staff (customer service and accessibility), maintenance, satisfaction with facilities, internet provision and security.
The survey found 87% of respondents rated their accommodation with Primo either good, very good or excellent in terms of ‘overall level of satisfaction.’ However, if the rating of ‘acceptable’ was taken into consideration this would stretch to 95% of respondents.
While the responses were extremely positive, the feedback also provided Primo with important intelligence as to where improvements could and would be made.
Primo have already held a meeting with their IT provider to develop a strategy to improve the IT provision for September 2014, whilst plans are also in place to conduct the tenant satisfaction survey twice a year across all Primo managed developments; first, within six weeks of residents’ arrival to resolve (at an early stage) any issues, and again, after Easter to ensure a positive residential experience for all residents.
Ruby Jones, Primo’s Operations Manager expressed her delight at the results of the survey.
Jones commented: “We were very happy to get this very positive feedback because it consolidated and confirmed to us that the students believe that we are doing a good job, and that they are happy with the residential experience we are providing.
“As we go forward, we will continue to seek the feedback of our residents to ensure we’re providing them with a positive residential experience and our emphasis is to partner with the students to deliver this.”
The survey results are just one of a number of achievements attained by the Bolton company, having previously been awarded ‘Highly Commended’ Runner Up in the Bolton & Bury Business Awards 2013. Primo also has received national code accreditation from the ANUK; an accreditation endorsed by Universities UK and the National Union of Students.
Two new members of staff have been recruited into the Primo team as part of an expansion plan, which includes the management of 3 new student accommodation developments from September; Greenbank Court in Plymouth, Halley House in Nottingham and Clyde House in Glasgow.
This recent expansion and the survey results were celebrated at an event last Friday at their new offices in Wood Street, Bolton.
The Primo management team welcomed business partners and employees to the celebration event. Personnel from the University of Bolton, the British Heart Foundation and Bolton Lads & Girls’ Club were also present.
Additionally, a number of students attended and spoke to Knight Knox International about their experiences of living in Primo managed student accommodation, Nelson Square (The Pack Horse) in Bolton.
Moroccan postgraduate student, Ghali Mahfoud commented “I lived in a shared house for a month, but then moved to the Pack Horse and everything is great.
“I don’t have to share the bathroom and we have our own privacy, which makes studying easier. Also, the staff are very friendly and any issues are answered very quickly.”
While fellow Pack Horse resident, Jalise Antoine, commented “Living here is great, it is very close to the train station, which is great for me because my family live in London.
“It has everything I need; I don’t think during my time here I ever needed anything else.”
Primo’s new employees, Lettings Administrator, Wendy Moran and Accounts Assistant, Helen Eccleston also spoke to Knight Knox International at the event.
Eccleston commented “It’s a brilliant company to work for, which is expanding quite quickly. The people we work for are great; all of them are very experienced and brilliantly manage the company.”
While, Moran added, “It’s brilliant working here, the managers are great people to work for.”
As stated earlier, a host of new developments currently being constructed by Forshaw Land & Property Group are soon to be added to Primo’s roster of managed properties, upon completion.
These include the grade II listed Trinity Church in Bolton, Clyde House in Glasgow, former prison Greenbank Court in Plymouth, former lace mill Halley House in Nottingham, the Queen’s Brewery in Manchester and the soon-to-be launched Landcross House, also in Manchester.
The Primo management team is excited about the challenges the new developments will bring. Jones comments:
“We’ve got challenges ahead with the new buildings, but we are a committed team of professionals who work hard to deliver to both our resident students, and through them investor landlords.
“We are passionate about what we do and hopefully that comes across to the people we need to deliver to.”
Although, Clyde House has sold out within five months of being brought to market, a limited number of units are available through Knight Knox International in both Trinity Church and Queen’s Brewery, Manchester.
For more information please contact a Knight Knox International property consultant on 0161 772 1370.